EON Central heating care plans

optomistic

Have central heating care plan with e-on. Heating broke down today 10th January due to thermastat not working only to be told that an engineer will be with me on 24th January TWO WEEKS AWAY in the middle of January!! no manager was available to speak to me (surprise).
Young man was very understanding but could not give me an earlier date. Just why am I paying for a care plan?

I will now be seaking a better provider for my heating plan any suggestions?

E.ON_Company_Representative:_Helena

optomistic wrote: »

Have central heating care plan with e-on. Heating broke down today 10th January due to thermastat not working only to be told that an engineer will be with me on 24th January TWO WEEKS AWAY in the middle of January!! no manager was available to speak to me (surprise).
Young man was very understanding but could not give me an earlier date. Just why am I paying for a care plan?

I will now be seaking a better provider for my heating plan any suggestions?

Hi optomistic,

I am sorry to hear of the trouble you are having with your heating.

There is a complaints procedure you can follow within the central heating care department.

If you would like further information on this, please contact me using the email address in my profile page.

Helena

MickeyH

To me, EON have scaled the heights of ineptitude. I have already taken time off work 3 times for engineers visits, and the last 2 times the engineer never turned up at all. Umpteen phone calls at great cost and loss of sanity (due the long wait/appalling music/EON automated advice etc) later I am still without a boiler after 3 weeks.
Having had to use a couple of electric heaters to keep warm, I suppose the next thing is EON will raise my monthly payments for the extra power I have been using, which will only be slightly offset by the fact I haven't been using any gas!! It's no good ranting at the people in the call centre but there is never a Manager available to have a go at. I have copied all my troubles to the Customer Services Director in Nottingham but am not holding my breath for a reply.
I really cannot state in this forum exactly what I want to say, but it would be in fluent Anglo-Saxon.

space_rider

Freefone number of 08000158072 for breakdown. Just checked the number and it still goes through.

bob_a_builder

Freefone number of 08000158072 for breakdown. Just checked the number and it still goes through.

Is that for a breakdown of trust , in faith or just the nervous kind

MickeyH

Cheers Space Rider and to Bob a Builder - nice one.
I feel like my life has revolveed around EON for the last 3 weeks.

b56c

I can only add my unhappy voice to what has been said about the Eon 'care' plans. I called them out on Sunday, with no heating or hot water, and the earliest they could come was Thursday, ie 4 days later. The engineer arrived yesterday, found the fault and ordered the part, and booked next available visit for next Tuesday, ie another 5 days, making a total of 9 days (assuming all goes to plan on Tuesday!) without heating or hot water. I called up customer service last night about amount of 'no heat or water' time involved, lack of basic parts in store and the fact that I had had to go out to buy a portable radiator to keep one room warm. I will be making an official complaint and will not renew next year but I wonder what the minimum level of service is that they can get away with.

Does anyone have recent experience of any other company who has performed better?

We sign up for peace of mind but with the sort of service I've received from Eon, I would have been better off having no contract, calling up a local guy from the Yellow pages who would have been with me within 24-48 hours (on one occasion on the same day from my experience), who doubtless would have had the part ordered and fitted by now.

earwig999

We have had E'on Central Heating Care for approx 5 yeas now (was previously Powergen) and up to now we never had a reason to claim or call for any repairs. We have been having our annual services which were fine but we felt reassured that we had breakdown cover should we need it, or so we thought.

This morning we woke up to no heating or hot water. I immediately checked the boiler and it was not working. I contacted the 24/7 emergency breakdown number and went through all the questions and was told our details would be passed to the main office at 8am once they opened. As this was only 30 minutes away I thought that would be ok.

I called them again just after 8am to make sure the details had been passed and she couldn't find anything on the system but she then said the earliest appointment was for Wednesday AM!!

!!!!!!..... I said in not so many words. She said we are classed as an emergency as we have a 2 year old but all that means is that they fill in a P1 (Priority form) and we have to wait for a call from the planners to see if they have any local cancellations and can get out any sooner.

Been phoning them every couple of hours but still in exactly the same position.

I asked the question of the customer service person that why do they offer a 24/7 Emergency Breakdown phone number but not the service?? She just kept referring me to their T&Cs, but I argued that they are misleading people with what their website is stating.

I asked her if she personally had E'on cover and she said no as she is a tenant. So I then asked well if your heating and hot water was not working and your landlord told you to wait 5 days would you be happy?

She couldn't really answer, but I told her I would continue to call every couple of hours or so to see if the situation has changed.

So if we didn't have a 2 year old we would still have to wait for 5 days before we even get a visit from an engineer. So what's the difference other than the possibility that they might come out slightly sooner?

If I had water coming out then they would come out sooner, or so they say......

We have no other form of heating other than the electric oven and no immersion, so resorted to boiling kettles and pans.

The only saving grace is that the shower is electric.

So MAD!!!!

space_rider

In September I went out and bought 2 more oil filled radiators. My heating went off last winter and though Eon did come out the same day as I have 2 children affected by the cold, I still had 2 days without heating. I already had 1 oil filled rad and a fixed fan heater for the living room it still wasn't very warm.

Mrs.C_4

Dont bother with Eon. They dont do what they say and dont give a s**t for you or your family. We went almost 3 weeks with no heating during that bad snow period in Dec with young children in the home. We complained and heard nothing, just got told someone will call back. Wrote a letter and still nothing so looking for alternative cover now