Home Energy Services Central Heating Care - missed appointment

Ivrytwr3

Hey all,

We had an appontment scheduled with Eon Homeserve for approx 2 months - between 4pm and 8pm yesterday - they didn't show!! No phone call to let us know they weren't coming either.

The appointment was for their annual boiler service and now the next appointment isn't available until end of March.

Do you know if this falls under the compensation for missed appointments? ie £20.

They haven't mentioned it when i called to see what happened and i didn't mention it either as i didn't know if was applicable or not!

Ta!

HomeServe_company_representative

Good Evening Ivrytwr3,I have just seen your query in relation to a missed appointment to service your boiler. If we have certainly missed an appointment and the investigations into your concerns proves that we are at fault then yes you would certainly be entitled to compensation. Please accept my apologies for any inconvenience we have caused you. If you do want to contact us further you will find our email address on our Contact Page. Please email us with your contact details at your earliest convenience and we will certainly be more than happy to help.Many ThanksAnna MahonHeretoHelp TeamHomeServe

Ivrytwr3

Hey Anna,

Many thanks for your reply. It is annoying that no-one showed, but what made it worse was that no-one informed us that they would not be there (do we do kids dinner now, or wait until the engineers been? Our dinner now or later? Homework now or later? etc etc We sat waiting when a phonecall would have been sufficent).

When i made the call to inform you of the no show they were very apologetic, but no mention of "very sorry, we will credit your account with £20" - i have had to come here to ask advice on the subject.

I called back today to reschedule, however, i was told the next appointment is yet another 2 months away, i asked if there was anything sooner and i was assurred someone would call me back tonight - 2215hrs and still no call

In homeserves defence, i have been with you for several years and on the odd occassion i have had to call you out, your engineers have been fantastic and punctual - i have no idea what has happened on this occasion.

Former_E.ON_Company_Representative:_Malc

Hi Ivrytwr3

I'm sorry you had a missed appointment earlier this week.

We sold our Central Heating business early last year to a new independent company called Home Energy Services. This is different from Homeserve.

I understand why you think we're still involved because the E.ON brand can be seen on vans, correspondence, engineer's uniforms etc. This will continue for a short time yet as part of the transition between the two companies. Eventually, the E.ON brand will be replaced by that of the new company.

They also continue to appear on our website.

Home Energy Services have taken over all our former Central Heating contracts, both practically and administratively.

They've their own separate complaints procedure and this can be found on our website. I'd recommend raising a complaint and following this through.

Sorry I can't be of more help and hope you're able to sort something out.

Malc

Ivrytwr3

Ah - i will edit the title Malc.