EON compensation for my mum

i_want_one_of_those_mum

I hope that someone can point me in the right direction.

On 23/11 mum had her boiler serviced by Eon. It was fine but had a slight water leak. Covered by central heating agreement. Engineer tried to report the problem on his hand held but something got lost in translation.

On monday Mum then rang me to say the boiler had stopped working so I took a look and a pipe had split and water was covering all all her stuff and carpet. There wasn't anything I could do but they would be out the next day.

On Tuesday they came and turned everything off. No hot water no central heating ( mum is 80). The part would be ordered and they would be back Thursday. Thursday came and went and no engineer. Promised Friday .. Yep no engineer. By this time I'm peeved so I ring them asking what's going on. Sorry madam had trouble locating the part but would be in the engineers lockbox Saturday morning and they would be out Sunday between 1-8 to fix.

I ring them Saturday to confirm part delivered and everything was still a go for Sunday. Yes mrs E everything booked.

On Sunday my mum is crying because you guessed it they rang to cancel. Now I'm :mad: and really p..sed. Spoke to management part never ordered never delivered cant help earliest engineer , who lives round the corner can't come out till Wednesday!

I said you got 4 hours to get an engineer there or I'm ringing every newspaper and let them know you have a left an 80 yr old woman with hot water or heating for 10 days.

Frustrated he said he would investigate and call back. So I thought I'd ring British Gas. Lovely bloke paid £99 to send an engineer out same day by 6 pm to look and fix.

Couldn't fix it 4" split in main water pipe, but parts in stock and we will be back tomorrow to fx it. And they did!

EON Monday morning , we have the part now can we fix it?

My question is what compensation should I be asking for? Missed appointments, lack of care, refund to get BG to fix within 24 hours of call out? Refund on heating/boiler insurance?

Any suggestions would be great
Thanks

E.ON_Company_Representative:_Helena

Morning i want one of those mum,

I'm really sorry, this is just a horrid situation to be in.

There really isn't much I can say, but advise you to follow the E.ON CHC complaint procedure. (it's on the website)

I think they really need to give you some answers as to why this has ended up in such a mess, why the part wasn't ordered, why did they cancel last minute.

I hope you get this resolved.

Helena