Ferroli customer care - non-existent need to complain

gillybean129

We have been with this company on their pay £15 per month insurance for the last few years, in a few days it switches to Homecare (but still their engineers). I want to complain to a higher body as Ferroli complaints direct go unanswered. Basically each time you log a call for assistance it's a catalogue of problems see below.
13 January call logged said an engineer would call Monday 15th
Monday 15th no call back, several phone calls later one taking 58 minutes (they won't call back) an engineer was arranged for January 21st. He did turn up at 6.15pm, it was dark and he couldn't see (boiler in outhouse) so he said he would call me one day the following week to come out. Guess what, he didn't call I texted him, twice no response. A day later the call centre phoned to rearrange, I arranged today Thursday 16th Feb, 33 days after logging the call. Earlier this week I had a call from an engineer saying he was on his way, I was away from home at the time and said I thought you were coming Thursday, he said not to worry mistake, keep to thursday I will be there from 8 - 8.30 am any problems call me. Guess what 10am no one arrived I texted him, twice asked if he can;t come can someone else call me to say what time. No response, in desperation called the call centre to find out what time engineer coming to be told (after 26 mins) Oh, he is calling you tonight as his diary has been rearranged sorry no one called you! I then had a rant apologised to her and asked who I could complain to, she said she didn't know and she would put me through to planning, at this present moment I am waiting on the phone to speak with planning it's only been the 39 minutes so far......this is beyond a joke, I feel so angry with this crappy company, no one cares and it's going to be yet another day off and they might change their minds/diaries again without even letting us know! What can we do? Any ideas welcome.

gillybean129

Update after 59mins on the phone established an engineer will be here tomorrow between 8 and 8.30, another day wasted......bet they don't turn up...I have asked who to complain to, she said email or write to their Head office didn't know the organisation overseeing them, where can I find out?

gillybean129

Is this something Trading Standards could help with? Anyone?

macman

Why don't you just dump them and use a local independent GSR RGI who has a clue? If you can find one who will touch a Ferroli of course...
Homecare is not going to be any better.

gillybean129

macman wrote: »

Why don't you just dump them and use a local independent GSR RGI who has a clue? If you can find one who will touch a Ferroli of course...
Homecare is not going to be any better.

whats a GSR RGI?

Also it gets worse, the problem is much worse after the engineer came, so no hot water, no heating and have been told by plumber neighbour (who won't touch it) to turn off the water.....great....

macman

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