ServiceNet/The Service Group/Hotpointrepairs.co.uk

tumbledowngirl

Avoid!


We searched online for a local company to repair our Hotpoint oven door.
Hotpointrepairs.co.uk came up for our area - local engineers, all parts for Hotpoint ovens in stock, most problems repaired in the first visit. Fixed fee.


We filled in the online query form and then received an email with a reference number and a phone number to call. My husband did this, without knowing that our query had been passed to another company - ServiceNet.
In order to secure a visit from an engineer, he was asked for his card details. Shortly after we were given a day for the engineer to come out, ServiceNet called us back to say one wasn't available on that day and gave us a different day.


When the engineer arrived, he stayed precisely 5 minutes and was unable to fix the problem because he didn't carry parts with him - despite us telling the company on the phone the precise details of the oven model and what the problem was, and despite the original website's claims to be able to fix most problems on the first visit.


We were then told by the engineer that we would receive a call, quoting us for the parts needed.


Before this call came, we had an email from ServiceNet, telling us that since the engineer had visited the property, our card had been debited the fixed fee of £94.80.


When the quote came in, the parts were more than twice the price that it would cost us to get them from Hotpoint direct.


It became clear, on digging around for info on ServiceNet, that this is their "scam". Not only do they quote ridiculously inflated prices for parts, but you have to pay for them before ordering and then fight to get the engineer to come back out to fit them. Either that, or the engineer tells you in the first visit that he can't fix your appliance...and you can't have your fixed fee back.


We have spoken to the CAB consumer advice line, and they informed us that under the Consumer Contracts Regulations 2013, we are entitled to cancel the service and request to be refunded the fixed fee.


However, ServiceNet are refusing, quoting their own terms and conditions and saying that as the engineer has already been to the house, we've had the service we've paid for.