Vent: British Gas

charlieann

Being a duel fuel customer I decided to take advantage of the free insulation offer they were advertising and applied online beginning of Feb.
They called me to check eligibility over the phone a few days later. The person I spoke to said I wasn't eligible for the loft insulation but my answers to his questions meant I was eligible for the cavity walls.
The earliest date available was 2 months later, 18th April, offered me morning or afternoon, booked it and gave me a reference number. The only other information he gave was I may need to give the surveyor my account number as I didn't have it to hand when they called.

I rang British Gas today at 3 to check someone was still coming out today. I gave them the reference number and the first person I spoke to said there was no date booked on their system only pm appointment written down. I asked her if this meant nobody was coming today. She wasn't sure and gave me a number to contact and check with the surveyor.
When I tried to dial the number it didn't work. I spoke to someone else who said they didn't have the surveyors number and gave me a contact number for a different department who would contact them on my behalf.

The third person I spoke to again confirmed it was not booked in, checked availability and offered me a new date for the end of June. I told him I was not happy with this and would like to speak to a supervisor. He said he would ask for one to call me back within 10-50 mins and asked to confirm contact number again.

1 hr later and no call back. I've called them back and no manager is available as he is still dealing with another call, but they gave me the managers name and told me he would call me after.

Something obviously went wrong when they made the booking, but its more frustrating trying to speak to someone who can deal with it other than just offering me a re-booking with another 2 months wait.

Edit:
The manager has rang back and looked through the history. They had cancelled the appointment last month but they didn't notify me. There is no notes as to why it was cancelled and he would investigate. They have now offered me an appointment in 2 weeks.

GemBlueTopaz1984

Hi CharlieAnn,

I had similar trouble with them, I bought a paid through B & Qs website for cavity wall insulation last September, due to my requirement for the engineer appointment to be on a friday it took til November for my initial check to make sure the house was suitable, engineer said I would becalled within 2 weeks with a date, I wasn't so I chased it up after lots of calls and failed call backs I eventually got a date in mid december, they were suppose to arrive between 9 and 3, I rang them at 3 to find out where they were got a call from the fitted alittle later to say they wouldn't be making it to my house that day and someone would ring to reschedule

No one rang again I chased it up over xmas and january, then in Febuary i was given a date in early march, a saturday, Suprise suprise, no one showed up and when i rang the office they were shut til the monday, when I rang on monday, they said the workers hadn't shown up for work that day and hadn't told anyone, got another date a week later for between 9 -12, the installers showed up at 7am on a sat morning and got straight into the drilling and the loud generator (i wasn't popular in my street that day). But at least it was fitted just 7 months after I bought and paid for it.

gem

SHIPSHAPE

Count yourself lucky, cavity walls need to breath, I wouldn't have it done.

charlieann

the appointment is only for the initial quote.

SHIPSHAPE- I've been led to believe by parents that it will be beneficial to reduce fuel costs and keep the heat in, but will research further if your suggesting it could be detrimental.