British Gas not turning up for appointments

FiestaRed

When I started my energy switch to British Gas they somehow lost my Boiler & Heating online account and as they cannot "find it". Speaking with their online staff, I was made an appointment for my annual service but the engineer failed to turn up. I was then made another appointment for the service but again the engineer has failed to turn up. No phone calls or any form of contact whatsoever.

Do I have to keep putting up with being messed about like this, do I have any other options?

Swipe

You can get compo for missed appointments

FiestaRed

How do I find out about that please?

FiestaRed

Having contacted British Gas they tell me there is no compensation available. Basically they're not interested that they let you down and mess you about.

Swipe

Under Ofgem rules, British Gas must pay £30 compensation for each missed appointment, and another £30 for non-payment within 10 days. Suppliers and agents must also meet minimum standards of customer service under Ofgem’s Guaranteed Standards.

Robin9

Swipe said:

Under Ofgem rules, British Gas must pay £30 compensation for each missed appointment, and another £30 for non-payment within 10 days. Suppliers and agents must also meet minimum standards of customer service under Ofgem’s Guaranteed Standards.

Agree for energy related issues but does this apply to boiler maintenace ?

Swipe

Robin9 said:

Swipe said:

Under Ofgem rules, British Gas must pay £30 compensation for each missed appointment, and another £30 for non-payment within 10 days. Suppliers and agents must also meet minimum standards of customer service under Ofgem’s Guaranteed Standards.

Agree for energy related issues but does this apply to boiler maintenace ?

Probably not if they said no

[Deleted User]

 I waited in twice for a smart meter upgrade and they didn't show both days. Complained and didn't even get apology let alone compensation 

rp1974

Whats in your terms and conditions that you agreed to when signing up to this service contract regarding missed appointments?.

mrsS_2

I’ve had 4 cancelled appointments so far this year for a boiler that should have been serviced last December.   When they rang on Saturday to say they couldn’t come because of an emergency, following a change of appointment from the Wednesday and another the previous month when I rang to find out if they were actually going to turn up to find the outside contractor hadn’t been passed the appointment. I am afraid I rather lost the plot and threatened to write to the chairman (again).    They sent me a text to say they are very sorry and £65 will be in my account in the next 30 days.    Not holding breath though 

FiestaRed

Thank you for the reply, I can imagine there are thousands of people being let down the way we both are. I've started to believe that no one cares any more.
During conversations with British Gas staff, I was originally offered £10 'as a goodwill gesture', this was later increased to £20. I'm still in the process of complaining and still talking to them.