eon central heating care plan and customer service...no thanks !

gary_crutchley_2

Hi all,

My straight advice is do not use this "service".

I took out cover a year ago, and have had to try to use them twice.

On the first occasion my boiler was firing constantly, and would only shutdown by turning the power off. I called EON and they told me that it wasn't a safety issue, and gave me an appointment SIX WEEKS into the future.

I questioned this and was put on to a "safety expert" to whom I spoke on the phone. He also claimed it wasn't a safety issue and refused to bring the appointment forwards. I asked him to put it in writing that there was no safety issue, and not surprisingly he refused!

The second time I had leaky valves on a towel radiator, so I called for assistance only to be told that I wasn’t covered for “designer radiators” even though I had an on-going water leak at that time. Apparently the “designer radiators” clause is in the terms and conditions which I did not receive!

I have now cancelled my contract, although EON haven’t as yet confirmed.

Also they told me that because I was cancelling and had called them out in the last 12 months I have to pay £74 to cancel, even though they have taken payment from me every month for the last twelve.

Hence my advice is DO NOT USE THIS SERVICE! It is a waste of your money, and you may get left stranded with a water leak as I did. DO NOT USE THEM!

We need laws against businesses like this in the UK.

Regards,



Gary

ihateyes

gary_crutchley wrote: »

Hi all,

My straight advice is do not use this "service".

I took out cover a year ago, and have had to try to use them twice.

On the first occasion my boiler was firing constantly, and would only shutdown by turning the power off. I called EON and they told me that it wasn't a safety issue, and gave me an appointment SIX WEEKS into the future.

I questioned this and was put on to a "safety expert" to whom I spoke on the phone. He also claimed it wasn't a safety issue and refused to bring the appointment forwards. I asked him to put it in writing that there was no safety issue, and not surprisingly he refused!

The second time I had leaky valves on a towel radiator, so I called for assistance only to be told that I wasn’t covered for “designer radiators” even though I had an on-going water leak at that time. Apparently the “designer radiators” clause is in the terms and conditions which I did not receive!

I have now cancelled my contract, although EON haven’t as yet confirmed.

Also they told me that because I was cancelling and had called them out in the last 12 months I have to pay £74 to cancel, even though they have taken payment from me every month for the last twelve.

Hence my advice is DO NOT USE THIS SERVICE! It is a waste of your money, and you may get left stranded with a water leak as I did. DO NOT USE THEM!

We need laws against businesses like this in the UK.

Regards,



Gary

While i have sympathy for you.....

Did you not get your T&C's?
Did you ring them to get a copy?
Have you went onto their website, as their T&C's are there?

MOst of these companies have a cancellation fee if cancelling during the contract.

British Gas Homecare is regulated by Financial Conduct Authority, so there is someone above and beyond BGas to complain to... and they also do look after designer radiators such as towel rails!

Former_E.ON_Company_Representative:_Malc

gary_crutchley wrote: »

Hi all,

My straight advice is do not use this "service".

I took out cover a year ago, and have had to try to use them twice.

On the first occasion my boiler was firing constantly, and would only shutdown by turning the power off. I called EON and they told me that it wasn't a safety issue, and gave me an appointment SIX WEEKS into the future.

I questioned this and was put on to a "safety expert" to whom I spoke on the phone. He also claimed it wasn't a safety issue and refused to bring the appointment forwards. I asked him to put it in writing that there was no safety issue, and not surprisingly he refused!

The second time I had leaky valves on a towel radiator, so I called for assistance only to be told that I wasn’t covered for “designer radiators” even though I had an on-going water leak at that time. Apparently the “designer radiators” clause is in the terms and conditions which I did not receive!

I have now cancelled my contract, although EON haven’t as yet confirmed.

Also they told me that because I was cancelling and had called them out in the last 12 months I have to pay £74 to cancel, even though they have taken payment from me every month for the last twelve.

Hence my advice is DO NOT USE THIS SERVICE! It is a waste of your money, and you may get left stranded with a water leak as I did. DO NOT USE THEM!

We need laws against businesses like this in the UK.

Regards,



Gary

Hi Gary

I'm, sorry you've been unhappy with the level of service you've received from our Central Heating team.

If you haven't already, I'd encourage you to make use of our complaints procedures. We'll look into the specific failings you mention and give you an explanation.

Details of the complaints process are on our website or, if you prefer, drop an email to the address in my Profile. I'll be happy to start things off for you.

Malc

ian5509

Our elderly relatives, 88/89 years old have a boiler fault, the central heating does not work, they pay a fortune to eon to keep their house warm and pay £27.50 A MONTH for a service contract,
today, the start of the coldest weekend this year they are told Monday is the earliest they can get someone to repair the boiler.
yet, on their "contract" - if you can call it that - it says 24/7 emergency call outs, NOT 24/7 hot line, or 24/7 call centre BUT "24/7 Emergency call outs" - maybe elderly, frail people with dementia in an unheated house does not constitute an emergency in their book... no all they can do is take advantage of the elderly, sell them magnetic filters they do not need and run off with their money....typical really.
so it looks like we will have to pay for a plumber, so for me that also means stop paying for the contract - so sue me and lets see how far the courts and newspapers let it go, we will also make sure they change providers and take around 2grand a year from their coffers.
its disgraceful - whatever you do DO NOT TAKE OUT THEIR CONTRACT
yes, we have stated our case - and STILL awaiting a call back do they can process our complaint - if i wait for that it wont be just some elderly folk freeze over....... i would imagine hell would freeze over.

ian5509

Well we spoke to them again... it has been approved to be escalated still Monday !!
surprised no comment from Eon on here - maybe no one here
still no call back from customer services - maybe no one there

we can put a complaint in. . . how will that prevent these old folk freezing to death over the weekend, if that is the best solution you have why bother.
i couldn't work for a company like this, it would do my head in.
i work in service industry, and i have to give classifications of faults, priorities, call out and response times, AND repair completion times - and that is for complicated machinery, this is only a boiler - i would do it myself as i know its either the fan or control of the fan -but its not allowed- and post October service eon have been out twice since in November for boiler making a noise and last solution was to spray fan with WD40 - so its not like they had no chance to repair before - but their idea of servicing a central heating system is does it turn on and off - why bother, just phone customer and ask - your service guys could then do breakdowns...... service is not difficult - you just have to care about customer and be interested in the job you spend most of your life doing... but some just turn up and take the salary, good job i am not their boss.

Former_E.ON_Company_Representative:_Malc

Hi ian5509

I'm really sorry your relatives have a boiler fault and no heating. I'm afraid, though, we sold this part of the business earlier in the year.

This was to a new independent company called Home Energy Services.

I do understand why you think we're still involved because the E.ON brand can be seen on vans, correspondence, engineer's uniforms etc. This will continue for a short time yet as part of the transition between the two companies. Eventually, the E.ON brand will be replaced by that of the new company.

Home Energy Services have taken over all our former Central Heating contracts, both practically and administratively. I posted more about this change on the link below (post 10).

https://forums.moneysavingexpert.com/discussion/comment/60443363#Comment_60443363

Sorry I can't be of more help and hope you can sort something out with the new company.

Malc