Home Energy Services - advice anyone

Cleveleys

We have cover for our boiler with Home Energy Services (HES). We have now been without hot water/heating for 21 days. HES have twice arranged for an engineer to come to repair the boiler after parts had been ordered following an initial visit. Both times they have not turned up nor have they contacted me to apologise or explain why.

So far I have called them 12 times and had to suffer listening to music for up to an hour while waiting to speak to an adviser.

We are so desperate we have started getting estimates for a new boiler. Am I within my rights to cancel my direct debit as HSE have not
upheld any form of contract they have with us?

My advice is do not deal with this company. They just do not seem to care about customer service. Following some kind of system upgrade they seem to be operating in complete chaos.

macman

Write advising that you are cancelling the policy-just stopping the DD does not amount to giving notice.
And call an independent GSR RGI to sort the problem out, it'll probably then be fixed in a couple of days.

bjwood

Your experience sounds almost exactly the same as mine. I've just posted my issue elsewhere on this site. It won't allow me to link to it so here's what I posted:

bjwood wrote: »

I would advise anyone considering using Home Energy Services to avoid them at all costs.

First, they failed to turn up to an annual inspection and didn't call me to let me know (half a day's holiday wasted). The earliest appointment they had was two months later.

A month after this our boiler broke down and left us with no hot water. Engineer came three days later and said his report would be filed within two days.

Two weeks later had heard nothing. I rang them to chase. To cut a very long story short this issue dragged on for over 7 weeks. In that time I spoke to 14 different people, was on the phone a total of over three hours and was told the parts the boiler needed couldn't be found and that I'd need to get a new boiler.

Their customer service is poor and I'm really not sure what I pay £18/month for.

What are my rights?

I can't help feeling like I'm being conned out of £18/month. I really don't know what I'm getting for my money.