EON (HES) Boiler/CH cover so slow to help

veseyer

Thought that people considering getting boiler or/ and central heating cover from EON (HES) might like to know that despite having such cover i have been without hot water at my house now for almost 4 weeks. They have not even tried to fix it yet - just a couple of inspection visits follwed by week long waits for the next appointment.

They are now coming on 20th May to fit the parts which are meant to fix the problem. That means that ASSUMING this fix works we will have been without hot water for 5 weeks.

We have also have to chase them each of the last 2 years to arrange our annual service.

It think all of this is unaceptable and will be moving to another provider ASAP.

macman

Why don't you just cancel the cover and use an independent local GSR RGI? He'll probably fix it within a few days.
What is the make/model and the fault?

southcoastrgi

EON are changing who does their heating cover to a new company, now only time will tell if they are better or worse, but i have also heard that if this new co can't make the scheme work then EON are going to pull out of the boiler cover altogether, even the EON rep on here didn't know about the change of company so i guess that tells you the kind of mess they are in when even the people that work for them don't know what's going on

Former_E.ON_Company_Representative:_Malc

veseyer wrote: »

Thought that people considering getting boiler or/ and central heating cover from EON (HES) might like to know that despite having such cover i have been without hot water at my house now for almost 4 weeks. They have not even tried to fix it yet - just a couple of inspection visits follwed by week long waits for the next appointment.

They are now coming on 20th May to fit the parts which are meant to fix the problem. That means that ASSUMING this fix works we will have been without hot water for 5 weeks.

We have also have to chase them each of the last 2 years to arrange our annual service.

It think all of this is unaceptable and will be moving to another provider ASAP.

Hi veseyer

I'm really sorry you've had such poor service and been without hot water for 5 weeks.

We've a complaints process to handle such failings and I'd suggest you follow this. We'll investigate why this has been going on for so long, provide you with a full explanation and, wherever necessary, put in place measures to help prevent this in future.

There's details of the relevant complaints process on our website or, if you prefer, drop an email to the address in my Profile. I'll be happy to kick start the process for you.

Malc

Former_E.ON_Company_Representative:_Malc

southcoastrgi wrote: »

EON are changing who does their heating cover to a new company, now only time will tell if they are better or worse, but i have also heard that if this new co can't make the scheme work then EON are going to pull out of the boiler cover altogether, even the EON rep on here didn't know about the change of company so i guess that tells you the kind of mess they are in when even the people that work for them don't know what's going on

Hi southcoastrgi

To be honest, you're right, when this change was first announced I only knew the basics. I did, though, go away and find out some more details.

I posted about these changes on MSE in the following thread.

https://forums.moneysavingexpert.com/discussion/comment/60443363#Comment_60443363

Hope this is of interest.

Malc

lesleyja1964

I would never recommend this company last year we waited three weeks to get our boiler sorted they repaired it bit then kept breaking other things on it and yet again it has developed a leak which had gone on to the electrics so we called them out 3 days later they came and said ot was fixed after a couple of hours the boiler was leaking again from where he has boged it with silicone around the pump and put a wood screw in the pump housing called them up and they can not come out till tuesady so another 4 days with heating or hot water i will be reporting this company ut disgusting
lesley

Former_E.ON_Company_Representative:_Malc

Hi lesleyja1964

I'm really sorry you're having so many difficulties. Thought I'd just pop on and let you know that HES and E.ON are two separate companies.

We sold our central heating business to HES in April 2013. They took over responsibility for all central heating contracts from this time. We wrote to customers to explain about this change.

There was a period during the transition when they continued to use our branding. This stopped in April of last year.

I'd recommend contacting HES direct and following their complaints procedure. They're open from 8am to 8pm Monday to Friday (except for Bank Holidays).

Sorry I can't personally be of more help but hope something can be sorted out for you soon.

Malc

desamax

BEWARE - VERY POOR AND UNPROFESSIONAL SERVICE

We had our boiler fitted by British Gas above 10 years ago. We have had it serviced every year and any minor repairs have been done by various reputable companies under service cover without any problems whatosever. However, Home Energy Service came to "assess" our boiler. The guy from this company spent all of 3-4 seconds peering into the boiler cupboard before saying it was in an awkward position. I asked him if in his opinion the boiler was in a dangerous position to which he said no. He didn't even look at the condition of the boiler which was the reason he was here. In my opinion it seemed as though the guy didn't want to spend any significant time on my boiler. He called his supervisor which led to him saying he couldn't carry out a service. He didn't state it was in a dangerous position (because it isn't) He just didn't want to spend any time on it. In the 10 years of having a yearly service by other companies it seems that this company wants to pick and choose and do jobs as quickly as possible (or not at all). They obviously don't need our business because why turn down customers.