Npower HomeCare Appalling Treatment - They Need A Regulator???

Not_Here_Now

Hi,


I just wondered if I am the only one who believes that Homecare needs a regulator??


I have just had a disgraceful experience with Npower who sent 3rd party company (I believe they must spell "engineers" as "cowboys" on their application forms) to replace a pump in January who in turn burst a valve in my boiler didn't tell me about.


When I noticed straight after they left I was told that they had applied a temporary fix...this was PFTE tape wrapped round the outside of it. The "engineer" also took a fuse out my only electric heater as they blew the original replacing the pump and also used one of my wedding present towels to put under the leaking pipe..again I wasn't told and it wasn't mentioned on the form they gave me before they left. This left me with "on & off" heating via a switch in my boiler room upstairs which didn't even work.

I caught this leak by pure chance as I wanted to see what they done, when I phoned I was then told they had order a replacement part to fix this leak already...yes I am sure they did.

Anyway this went into a week long saga which involved the same "engineer" coming back to my house I had already complained about (I wasn't there so didn't know my father in law was in for this visit). It involved a replacement of a timer which was only installed 3 months before by the same company, it involved me having to wrap my sick 1 year old child in 3 layers at night as it was snowing during this time she ended up being sick for 3 more weeks after this and I still wonder if was elongated due to this. Not to mention endless phone calls and escalating to managers with no ownership skills or any idea of customer experience.


Anyway I had taken pictures of each mess the "engineer" made and sent it on as part of my complaint so what was the outcome of my complaint...I was offered a total of £50 and new heater and towel which I refused as this was insulting amount with the amount of distress this caused. I was then told I would get £60 which after showing them the heater and the towel I had I was now told was the amount was actually including a new towel and now just a new fuse. When I asked to leave I was quoted £165 and told that I would be passed on to debit recovery if I refused to pay which I hadn't even mentioned.

Its a disgrace that this company didn't care how poorly the "engineer" acting on there behalf performed in my home or how much money they wasted on poor repairs. I received no formal apology and the complaint handler involved did not care at all it was clear from the responses. He repeated on a number of occasions that they aren't regulated so are obliged to do anything...this is a disgrace, a company should be obliged to do something because I am a paying customer but if this fails and the company fails to act, we must look at bringing in some sort of oversight to act so people in the future wont suffer what I and countless others have?


If anyone know of any other way to escalate this please let me know as my blood boils at how I have been treated by this company.


**Poll Should say "Should" got cut off