Scottish Power Home Comfort

savedave · 10 January 2014 at 4:11PM

Just want to add to the numerous complaints on here about this abysmal company and service. I strongly advise all users to avoid this company as it is a total waste of money.

Firstly, all customers require an initial inspection in order to activate the service. I requested this many times but it was never provided. I requested this repeatedly for several months.

Despite this, when I did have a problem they sent someone round to evaluate the problem. He said he was not qualified to provide the initial inspection though. The irony then being that the company would never actually cover the repairs he suggested because the initial inspection was never carried out.

After the chap came round to evaluate my repair needs he was to report back to Scot Power and they would contact me. They never contacted me. I chased them and they said they had declined my request. But when I tried to understand why it turns out on their records they had the nature of the problem I was experiencing wrong (for example they said I complained that heating would not turn on when in fact it would not turn off). This means their evaluation of the nature of the problem and hence if the repair was covered by the policy, was based on incorrect information. I asked them to reevaluate the case, and they promised to call me back. They never called back.

I chased them for several months - they always promised to call back, they never called back.

Eventually by Dec 2013 I got so fed up. I knew they owed me for a repair, the costs of which are considerable, but I just wanted to cut my losses. So I called up to ask for a refund of the fees I had paid them and to end the contract. They told me that because I had never had an initial inspection I was eligible for a full refund. Hurrah!

But they also told me they needed to verify if I definitely did not receive the inspection - apparently this is not in their notes. And they have changed suppliers. and various other excuses. So, guess what... they'd have to call me back. And Guess what? they never called...

So today I called up to chase this again, and they said that there was no record of my call in Dec, or most of my other calls. So we went through the whole thing again. And guess what... They are gonna call me back. Do you think they will call?

So in summary:

This company will waste your time. No initial inspection. They dont deal with issues when you call up but promise to call back. But they never call back.

grantboy1uk · 27 January 2014 at 12:39PM

I've had nothing but trouble since using SP Home comfort. I've had a leak on my PRV which they have attended too and resolved twice, the issue came back last week adn the engineer arived on friday night.

He said the prv is not covered as it joins onto a unvented cylinder, I explained that you guys have already tried to fix this twice before so why now are you saying its not covered?

I called SP on saturday morning only for the person on the phone to agree. I then called SP customer complaints this mornign and said my contract states that 'all pipe work is covered' and that there is no menction in the TCs saying that a unvested cylinder is not covered. the lady said your right, and that the engineer wasnt qualifed to fix unvested cylinders (so thats why he said its not covered, he also called his office and they confirmed its not convered), be careful using this service, they do tell lies and to be honest, even if they fix the prv im sure it wont last long as this will be the third time! I'm in process of arranging british gas cover, I cannot wait to get rid of SP.

I've had bad services before but serisously this is the worse possible and the sheer amount of complaints you can find online proves this. If you are considering SP, think twice and choose another provider, they all appear to be a lot better then SP.

Bluebirdman_of_Alcathays · 27 January 2014 at 12:42PM

grantboy1uk wrote: »

I've had nothing but trouble since using SP Home comfort. I've had a leak on my PRV which they have attended too and resolved twice, the issue came back last week adn the engineer arived on friday night.

He said the prv is not covered as it joins onto a unvented cylinder, I explained that you guys have already tried to fix this twice before so why now are you saying its not covered?

I called SP on saturday morning only for the person on the phone to agree. I then called SP customer complaints this mornign and said my contract states that 'all pipe work is covered' and that there is no menction in the TCs saying that a unvested cylinder is not covered. the lady said your right, and that the engineer wasnt qualifed to fix unvested cylinders (so thats why he said its not covered, he also called his office and they confirmed its not convered), be careful using this service, they do tell lies and to be honest, even if they fix the prv im sure it wont last long as this will be the third time! I'm in process of arranging british gas cover, I cannot wait to get rid of SP.

I've had bad services before but serisously this is the worse possible and the sheer amount of complaints you can find online proves this. If you are considering SP, think twice and choose another provider, they all appear to be a lot better then SP.

Thanks, but did you need to put it on three separate threads?

grantboy1uk · 27 January 2014 at 3:51PM

go home bluebirdman, searching where i have posted to. How old are you mate?

kingstreet · 27 January 2014 at 4:45PM

I used my SP HC+ once last year.

They managed to come out within 24 hours at the height of the bad weather and solved the problem pretty quickly.

The initial and annual inspections have been done promptly as well.

Perhaps it has something do do with where you are too...

dude89 · 27 January 2014 at 6:28PM

grantboy1uk wrote: »

go home bluebirdman, searching where i have posted to. How old are you mate?

To be fair your post game up three times in a row when I came on this forum. That is excessive. And I came across this without searching through your posts just by visiting the forum

grantboy1uk · 28 January 2014 at 5:01PM

yes it did becuase its a important issue, Scottish power found me on one of the forums, so if i had only posted on one forum they may have not located me! You guys have no idea how the internet works, its a massive store of information so by posting in more places you stand more chance of being seen. nuggarts!

dude89 · 28 January 2014 at 5:40PM

grantboy1uk wrote: »

yes it did becuase its a important issue, Scottish power found me on one of the forums, so if i had only posted on one forum they may have not located me! You guys have no idea how the internet works, its a massive store of information so by posting in more places you stand more chance of being seen. nuggarts!

So it's reduced to name calling is it?

Ok then retard. You posted three posts onto ONE forum you ignoramus (too big a word for you?). If a SP rep were to come on this forum they would find your one post, posting it three times will just drag up old issues which may have been resolved and waste peoples time who are actually trying to help other people. One of the threads you dragged up was nearly two years old. If it's such an important issue, any person with half a brain would of left a company that failed them four months ago but it doesn't seem you can grasp that.:money:

Apologies to anyone reading this if offended by my choice of words

Newtotheforum · 7 August 2014 at 2:14PM

I had the same experience. Joined Scottish Power HomeComfort boiler care cover, started paying straight away and waited 1 year and 2 months, but never heard from them. Called and asked for my first annual service and they said they were very busy. Waited 6 weeks before the service was carried out. Waited well over a year again and never heard from them. When I called and asked for my annual service visit, I was told I didn't need it, wait until it breaks down and then we will come and fix it, but we are very busy, they said. I demanded a visit and waited another 6 weeks for someone to call. The service engineer called and then refused to carry out the maintenance as the boiler didn't have a 3 amp fuse. This was after they had already inspected the boiler during the first service. I have now paid them well over £400 for ONE boiler service. Don't even consider going to them for your boiler cover. They never contact you and when you contact them, they don't want to know. When I asked for a refund of my payments, they refused and started quoting extracts from their T&Cs. Try British Gas, at least they have their own engineers and not sub-contractors who couldn't care less.

kuepper · 8 September 2014 at 4:25PM

I've had a contract for about 3 yrs and just had to call them out the firsr time. I can only say that I had a Rolls Royce service and had a PCB replaced from the Scottish Power worker who came. My only gripe is that I can't find an email address for them to thank them for the great service I received!