British Gas vent

jhe

phoned and booked a boiler repair through British Gas, appointment made for today 8am-1pm.
call centre i booked it through told me i would be contacted by phone 15 minutes before the engineer arrived, i was advised it was not necessary to wait at the property.
i received a text late last night to inform me an engineer will phone me when they are on their way to the property today.
so from early this morning i sat near the phone, 12.30 pm i went to the property only to find the engineer had called earlier this morning at 10.40am and left a calling card!
fuming is not the word for it, like a lot of people i juggled things around to be available today.
i phoned British Gas who informed me that the engineer report said he had phoned and nobody answered. which is untrue and I wanted to escalate a complaint.
a manager tells me it is not in the engineers interest to say he phoned if he did not so i asked is he suggesting i am lying?! the manager also tells me i should have been at the property from 8am-1pm waiting for the engineer! so BRITISH GAS YOUR ENGINEER DID NOT PHONE ME!
no engineer available until tomorrow now, so another night of no hot water or heating and another day tomorrow of juggling to be available,

gregg1

jhe wrote: »

phoned and booked a boiler repair through British Gas, appointment made for today 8am-1pm.
call centre i booked it through told me i would be contacted by phone 15 minutes before the engineer arrived, i was advised it was not necessary to wait at the property.
i received a text late last night to inform me an engineer will phone me when they are on their way to the property today.
so from early this morning i sat near the phone, 12.30 pm i went to the property only to find the engineer had called earlier this morning at 10.40am and left a calling card!
fuming is not the word for it, like a lot of people i juggled things around to be available today.
i phoned British Gas who informed me that the engineer report said he had phoned and nobody answered. which is untrue and I wanted to escalate a complaint.
a manager tells me it is not in the engineers interest to say he phoned if he did not so i asked is he suggesting i am lying?! the manager also tells me i should have been at the property from 8am-1pm waiting for the engineer! so BRITISH GAS YOUR ENGINEER DID NOT PHONE ME!
no engineer available until tomorrow now, so another night of no hot water or heating and another day tomorrow of juggling to be available,

British Gas treat their customers appallingly. I have had similar problems with them. They display an atrociously arrogant attitude to their customers.

Big_Tree

Either wait at the property or talk with your feet and go elsewhere.....

Every other maintenance company operate very similar appointment systems

Valli

On the other hand I had a great experience - leak at around midnight (either 22-23 or 23-24 December); from bathroom through ceiling light in dining room; electricity blew.
Phoned them around 1 am. (I have 3 star cover with plumbing and drains)

Sorted, by them, before 12 noon the next day. With the promised 'I'm on my way' phone call.

(Can't remember the exact date; now. There was a leak under the bathroom hand basin)

jhe

BigJockKnew wrote: »

Either wait at the property or talk with your feet and go elsewhere.....

Every other maintenance company operate very similar appointment systems

thats part of my vent i shouldnt have to wait at the property when the agreement is that the engineer will call me when he is on way to the property, why should I sit in a cold unheated house for up to 5 hours, i live a couple of minutes drive away from the property,if British Gas had fulfilled their part of the agreement it would have suited me fine,
whatever other companies policies are i booked British Gas because of their Policy which they have not fulfilled

Big_Tree

thats part of my vent i shouldnt have to wait at the property when the agreement is that the engineer will call me when he is on way to the property,

Try being pragmatic about it.....It's your responsibility to be at the property when the repair is scheduled.

why should I sit in a cold unheated house for up to 5 hours,

The middle of the day at the start of summer is hardly a stint in Siberia and it would have been just over 3 hours had you waited yesterday

i live a couple of minutes drive away from the property,if British Gas had fulfilled their part of the agreement it would have suited me fine,

They did but you weren't there to let them in.

whatever other companies policies are i booked British Gas because of their Policy which they have not fulfilled

Can you direct me to the section in their T&C's that

jhe

i am being pragmatic, thats why i expect British Gas to do what they say and phone me as promised when en route to the property,(the call centre when i booked said an engineer would text me 15 mins before arrival, a txt off British Gas late sunday night told me their engineer will call me when they are on their way.)
the house is insulated to the hilt, north facing and cold even in the height of summer.
BigJockKnew,since when has from 8am been the middle of the day?as for you saying a just over 3 hour wait yesterday, it would have been a 2 hr 40 min wait, but i am not a mind reader, if i was i would have been at the property, the times given were 8am-1pm for the engineer to visit
British Gas did not fulfil its agreement, if they had i would have been there to let them into the property
the booking was made over the phone, so if i get told by their representative that i do not need to wait at the property and their policy is to call customers prior to a visit then get a text that confirms this, that is exactly what i expect them to do

jhe

just another little update and rant.
waited at the property today for the 8am-1pm visit.....and guess what? the engineer did not turn up.
totally unacceptable service from British Gas

MamaMoo_2

I must say, I don't know why everyone thinks OP is being unreasonable. Yes and 8am-1pm slot was allocated, presumably meaning the OP ensured they were free to attend the property within 15 minutes of the anticipated phone call during those hours.
It's not unreasonable to assume that BG will hold up their end of the bargain, and therefore allow OP to fulfil their obligation.

jhe

engineer came out this afternoon within an hour of me phoning the service centre to complain, so thank you to 'Amy' at the service centre for doing your best to sort the problem out, The 'manager' i spoke to yesterday could do with taking a leaf out of her book on how to deal with customers.
boilers still not fixed but the engineer is coming back tomorrow with the part needed (hopefully)

Valli

jhe wrote: »

engineer came out this afternoon within an hour of me phoning the service centre to complain, so thank you to 'Amy' at the service centre for doing your best to sort the problem out, The 'manager' i spoke to yesterday could do with taking a leaf out of her book on how to deal with customers.
boilers still not fixed but the engineer is coming back tomorrow with the part needed (hopefully)

I'm pleased somebody is doing their job - it IS infuriating when they say they'll call and they don't.

Hope it gets fixed for you next visit!