British Gas HomeCare, a total disgrace!

Lynnielondon

I am writing this sorry story for two reasons, firstly as a warning to anyone contemplating or who are already paying premiums to this outfit, and secondly for some advice.
Like many people I took out a policy with British Gas HomeCare for a once yearly boiler service and a 3 star call out service. All was fine for the first few years, I didn't bother them and they didn't bother me, the contract was renewed the premiums increased but I thought I had peace of mind being with them...until I nearly lost my mind in November of last year, due to their couldn't care less attitude, even when you have a carbon monoxide leak in the boiler!

I should have seen the warning signs, as when they booked my appointment for 2014/15 to have the boiler service, they rang me a week before cancelling the appointment, and told me there were no more appointments available!! None, so I had already paid the money and there was no one available to do the service! However they promised to ring back and re-schedule and despite my ringing no appointments were available! So let us fast forward to October 2016, the renewal came through, I rang complained as the cost has gone up considerably, and I had no engineer come out to service the boiler for 18 months. So the customer service department lowered the bill a little bit, and we booked the appointment. Ohh here we go, the day before the service appointment low and behold they ring to cancel the appointment!!!
So you take a day of work for nothing because they cancel the appointment at the last minute the day beforehand. So lets book another appointment....guess what? no appointments available! I hit the roof, finally they sent someone out 2 weeks later.
The engineer arrived and did the test in the boiler to discover there was a carbon monoxide leak in the outside flue, and rang through for a replacement part as urgent, and informed me it was all ok the part was in stock, as soon as it was in the depot they would ring and get someone out to replace it. Ohh by the way its freezing outside and the boiler is 'now at risk'. So I waited for the call, a week later still no call, by now the house was resembling a freezer, so I rang them, part was in but no engineers to do the work! Next day they rang booked the appointment, I waited...I waited...I waited...no one turned up. I rang again, they booked the appointment...and guess what another no show. They left me for 5 weeks, 8 appointments booked, and they just never even turned up or rang to cancel the appointment.
Finally they sent two engineers along, without the part! who took another reading in the boiler, yes its got a carbon monoxide leak, and no we aint got the part! So off they went and came back 3 days later with it.
So the upshot is this I made a complaint, and the response from them was breathtaking, their offer of compensation didn't even equate to one years premium. I took it to the ombudsman, who have limited powers in the amount of compensation that can be awarded, British Gas contested the case, but the ombudsman upheld the complaint but again we are talking about a paltry amount of financial compensation. So now the crux of the matter is this, do I pursue this down the legal route or put it down to experience?

The fact of the matter is this, we all know that appointments can get cancelled, but to not even let the customer know because they couldn't even be bothered to pick up the phone is another matter. The other point is this, seriously, when you know your boiler has a carbon monoxide leak, and is 'at risk' and the company who have been paid money to ensure that the servicing is carried out regularly just cant be bothered, you may for some reason get annoyed, angry, and then lose your mind with worry. I am not old, frail, or have no serious medical condition, but this could happen to anyone who has any of these conditions. I am one person, they are a corporation, and in my opinion a rob dog corporation, who literally take your money and run, so whilst this one person was sitting in the freezing cold at home, the fat cats at British Gas HomeCare were probably dining out at Christmas on their sales bonuses. I feel and believe that if a corporation has made a mistake and treated their customers with utter and total disregard, they should hold their hands up, this has never happened and so they should be made to account for their misdealing's of such matters, instead of treating their customers with utter contempt.

FutureGirl

The Ombudsman can offer up to £150K in compensation - but they look at the fairness of the decision British Gas made in relation to your complaint. They look at whether their resolution was correct and fair, and whether the compensation awarded was fair.

If you want to go down the legal route, what would you bring a claim against them for? As you're bringing a claim against them, the onus is on you to prove your case.

Also, the Ombudsman are often more lenient towards consumers than the common law is.

BritishGas have been held accountable.. they would have to pay the Ombudsman a fee because you took your complaint to them, and they will have to pay any compensation awarded by the Ombudsman.

TBH I'd just get on with my life and forget about it.

MABLE

I can only go my experience and in 5 years with them they have been excellent. Also never accept the renewal premiums as they are always willing to haggle.

Blibble

As FutureGirl has stated, it's one to mark as experience.

What would you use to prove your case in court? What section of legislation would you use to categorically say the redress they have offered is not enough, bearing in mind there is likely a term to say you are not covered for uninsured losses such as days of work within your policy booklet / docs?

All British Gas can offered is a gesture of goodwill, and this is judged in terms of fairness, not legality. The body set up to deal with "fairness" believes it to be just that - fair.

Chalk one up in the experience column, pour a glass of wine, and move on.

csgohan4

self insure, better and at least you can choose who and when to service or repair with

Fishing_Badger

Homecare package is not what it seems its £60 extra for each and every callout
Having a leak from the plastic pipe connecting my boiler to the outside drain pipe. I stupidly thought that this sort of issue would be covered under my top Homecare package. Well it was not unless I wanted to pay £60 excess for this and any other call out. £60 for a rubber sleeve is nothing less a cowboy type ripoff. Its about time they gave there engineers horses and triangular hats shouting stand and deliver on arrival. So if you are thinking about Homecare package, think again it only covers what you think it covers if you agree to give them £60 to walk through your door. Its a call out charge pure and simple so why not say it up front when you are buying this product.

Because once you are on the hook they will have you for every penny they can squeeze out of you, also bear in mind before accepting you for Homecare they insist on a full inspection to insure they are only covering stuff unlikely to breakdown, I could accept a excess charge for faults and repairs over £200 but £60 for a rubber connector is outrageous. I'll try fixing it myself or I'll rather pay an independent who I trust to fix it at a sensible price.

tempus_fugit

It is stated up front what the excess charges are so if you weren't happy you were always free to go somewhere else and get cover with no or a lower excess.