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HES Hell
AMoneySavingTrainee
Posts: 2 Newbie
Having had a HORRENDOUS experience with HES service plan I am writing to ask if anyone else has had contact with this company?
As a long standing customer of British Gas I decided to review the market to compare the cost and service of boiler maintenance care. Costs of HES compared favourably on MSE website,, but no feedback, so presumed it was a relatively new company.
On HES’ website it states that cover is available 365 days a year and customers ‘can relax knowing that if your heating or hot water stops working ….. a local engineer will be out to fix it’.
My experience was VERY different to what the publicity states!!!
On 23rd Dec my boiler stopped working so we had no heating & hot water. I was informed an engineer would visit on 29th Dec. Despite explanations that vulnerable people were in the household they would not budge. Had a MISERABLE CHRISTMAS as sub zero temperatures but understood challenges over holiday period so waited for engineer's visit.
Engineer came on 29th to say that he did not have the necessary part for our British Gas boiler. When I rang HES the next day I was told it would take a further 7 days to secure the part. At this point I could n't face a further 7 or more days, as also needed to book in an engineer, so rang British Gas. They said that it was a common problem (ignition board) & they had parts in stock so suspect that HES had insufficient engineers to respond over holiday period & parts was an excuse.
Cancelled contract with HES as failed to answer repeated calls & were prepared to leave vulnerable people in the cold without hot water for what, I consider, an unreasonable length of time (at least 13 days). I rang BG who came out that day, within 2 hours they repaired the problem. Cost me £199 but I don't think I could have subjected my family to the cold any longer. And boy did we need a shower!!!
Made a formal complaint & received a response blaming other people!! Not good practice or customer service! I am currently refusing to pay a £65 bill with HES for cancellation of contract.
I am now cautious about trying an alternative company as the £4 saved per month was not worth the HELL we experienced. Learnt the hard way that it is about more than the cost!!
As a long standing customer of British Gas I decided to review the market to compare the cost and service of boiler maintenance care. Costs of HES compared favourably on MSE website,, but no feedback, so presumed it was a relatively new company.
On HES’ website it states that cover is available 365 days a year and customers ‘can relax knowing that if your heating or hot water stops working ….. a local engineer will be out to fix it’.
My experience was VERY different to what the publicity states!!!
On 23rd Dec my boiler stopped working so we had no heating & hot water. I was informed an engineer would visit on 29th Dec. Despite explanations that vulnerable people were in the household they would not budge. Had a MISERABLE CHRISTMAS as sub zero temperatures but understood challenges over holiday period so waited for engineer's visit.
Engineer came on 29th to say that he did not have the necessary part for our British Gas boiler. When I rang HES the next day I was told it would take a further 7 days to secure the part. At this point I could n't face a further 7 or more days, as also needed to book in an engineer, so rang British Gas. They said that it was a common problem (ignition board) & they had parts in stock so suspect that HES had insufficient engineers to respond over holiday period & parts was an excuse.
Cancelled contract with HES as failed to answer repeated calls & were prepared to leave vulnerable people in the cold without hot water for what, I consider, an unreasonable length of time (at least 13 days). I rang BG who came out that day, within 2 hours they repaired the problem. Cost me £199 but I don't think I could have subjected my family to the cold any longer. And boy did we need a shower!!!
Made a formal complaint & received a response blaming other people!! Not good practice or customer service! I am currently refusing to pay a £65 bill with HES for cancellation of contract.
I am now cautious about trying an alternative company as the £4 saved per month was not worth the HELL we experienced. Learnt the hard way that it is about more than the cost!!
0
Comments
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Dunno how much it costs for the insurance but would you not be better off putting your DD money into a savings account so you've got it there just in case rather tah giving it away to a company who doesn't deliver.Never under estimate the power of stupid people in large numbers0
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Makes sense! Read so many stories of difficulties on this forum will do just that! Continue direct debits & use a local engineer to service boiler & check system then do necessary repairs. Worth seeing how that goes!!0
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