Water leak under sink

Rupert_Bear

We pay a fixed amount to British Gas to cover boiler, electricity and plumbing and drains. Never call them out but for information purposes this is service I received.

Quote.

I would like you to be aware of my experience when I had the misfortune having to call upon your organization when we had a leak under our sink.

On Monday 29 August 2011 I phoned your company and arranged for someone to attend on Wednesday 31 August 2011 and was given an afternoon appointment. It came to about 4pm that day and I thought I would just check someone was going to come. I phoned your centre in Edinburgh and the advisor asked me to hold and she would contact the local office for me. She did however point out notes had been left on their system saying they called out by no reply and tried to phone to leave message. I add this was completely untrue.

After a little while she came back and advised the local office was busy and she could not get through and suggested I phoned myself. I tried the local no. about 5 mins later and managed to speak to someone there who explained she did not deal with my area but would get the person concerned to phone me back. This was about 16.20 hrs I phoned and by 17.00 hrs I never received the promised phone call.

I phoned again but to find someone just lifted up the phone to put it straight back down again. I phoned yet again and eventually spoke to the person dealing with my area. She explained they were too busy and she tried to say she phoned late morning and left a message on my answerphone. However no message was left AND I did last no. redial and the last call received 4 days ago. So that was a complete untruth. Also this contricts with the notes left on your system.
I then enquired when would someone be able to come and she explained she did not know as they were too busy.

After some persuation on my part the lady said they would get someone out the next day but could not give me a time and according to her she was doing me a favour.

However the plumber came out and fixed the problem very quickly and was very helpful. No complaint with him.

I was just surprised after making an appointment and then lying to me about leaving a message they treated me as an inconvenience.