British Gas

Pippawild

British Gas failed to show up for boiler service appointment so I had to fork out money for a 3rd party. Asked to cancel policy with them, will I have to pay an exit fee for this despite British Gas not servicing the boiler?

JJ_Egan

Depends upon the T&C of your contract .

One failed appointment may not be grounds to cancel penalty free .

ssparks2003

Why did you have to call in a third party rather than re-book the appointment? 

Aylesbury_Duck

What does the contract say about you being able to cancel for one missed appointment?

giraffe69

I can well understand being annoyed when someone just fails to turn up without any notice or explanation but a service is not that time critical so pursuing them first (as well as reading your terms and conditions) seems a sensible place to start.

Lomast

Many bg engineers are currently on strike i bet there is a clause in their terms about industrial action

George_Michael

If it was part of one of their Homecare contracts, they do state this in their T&C's:

Your annual service may be more, or less, than 12 months after your last service visit. In periods of local or national high demand for our services (such as cold weather), we prioritise breakdowns and may need to rearrange your annual service.

HomeCare-Range-Terms-and-Conditions.pdf (britishgas.co.uk)
so a delayed service wouldn't have any effect on the Homecare contract and the cover provided.

alj26

I have had an engineer not turn up when I had taken the day off to be available. The second time they were late as a more important job had taken longer then expected, but again I had only taken a half day from work. I contacted them and did get a cheque as an apology for bad customer experience. If it was just a service, I would have just rebooked and not cancelled the policy.
I have another problem now that I have paid for a full year plus and had no service at all from BG (due to the lockdowns) - are they in breach of their own T&Cs for not providing a service that I have paid for in 2019-2020? There is no way to get in touch until the beginning of February according to their website and phone line.

MikeWhite

alj26 said:

 - are they in breach of their own T&Cs for not providing a service that I have paid for in 2019-2020? There is no way to get in touch until the beginning of February according to their website and phone line.

We got an automatic refund of £60 odd for having no visit during the pandemic.

Pippawild

ssparks2003 said:

Why did you have to call in a third party rather than re-book the appointment? 

Because there next available appointment was about 3 months away and I’ve no idea when the boiler was last serviced as we only recently bought the house.

Aylesbury_Duck

I'm surprised it wasn't asked of the seller. The last two house sales I've made I have had to declare when the boiler was last serviced and provide a certificate.

Any sticker or note on the boiler?