British Gas have left parents without central heating

Caggie

My father (82) decided that he should get his gas fire and central heating checked for himself and my Mother (79).

Brirish Gas came out and checked the fire and central heating and found that the flue on the outside of the house had come adrift from the ridge tile sand gave them a quote of £600 to fix it. My father thought this to be a bit expensive and so he contacted Age Concern who recommened another company.

This company visited and gave a quote of £200 including the cost of the replacement ridge tile. When they came to look a the tile they found that it did not need replacing, but rebolting. My parents were charged £150 in total.

When this company went to check the central heating, having removed the front panel they found various parts lying around and told ny parents that they would have to contact British Gas to sort out the problem. My father did this and was told by someone at British Gas that because he had used another company would have to pay another £150 call out fee and start the process all over again.

My parents are now left without central heating and are at a loss at what to. Does anyone have any advise to resolve this problem as quickly as possible.

magyar

I would probably start by seeking out another company which would investigate without charging a call-out fee. Then you'll at least have a second opinion.

It's not clear to me where there's a link with the tile and the contents of the central heating. If they're not linked then can't they just ring up BG again and not mention the other work?

smallblueplanet

But the original work was done by BG? The second company didn't do any interior work did they?

I'd try ringing them again and say they left the central heating in an unuseable condition (having the flue secured wouldn't affect the fire?).

I'd suggest you ask to talk to a supervisor (not a first-line customer service agent) and see what they say - I'd also mention how old your parents are and how cold its getting and that maybe their MP and the local papers would be interested in the 'mess' BG had left them in?

Caggie

Thank you both

I have contacted British Gas and they are going to send someone free of charge to fix the problem. I did explain my parents ages. They are both very relieved. That were left with not knowing which way to turn.

smallblueplanet

Glad you got it sorted so quickly.

magyar

Caggie wrote:

Thank you both

I have contacted British Gas and they are going to send someone free of charge to fix the problem. I did explain my parents ages. They are both very relieved. That were left with not knowing which way to turn.

Well done and, unusually, well done British Gas! :beer:

Caggie

As a follow up. British Gas did turn up and found a valve was broken ( by previous engineers) which they are going to replace free of cahrge. What really bugs me is the previous engineers passed the job off as working, whilst actually leaving it in bits. They left my parents without central heating for 4 days and if my family had not made numerous phone calls to sort itout it was still be exactly the same. Appalling