Water was leaking from the boiler and the pressure kept on dropping.
Mr J S came out on the 17 Oct. My father was at the flat to let
him in. He left and the problems were meant to have been fixed
When I arrived home that evening the pressure had dropped again
and I had to keep topping it up. I called and scheduled another
appointment
Another engineer came in Oct. I told him that the pressure kept
on dropping and that I could not have any hot water unless the
central heating was on. He said that the Pressure Release Valve
would have to be replaced and I would have to remove some tiles
to enable the engineer to get to it. He said he would order the
Valve and I should schedule an appointment. I received a letter
dated 1 Nov stating that an appointment was outstanding. I managed
to remove the tiles and scheduled an appointment for 18 Nov.
I called in the morning of the 18th to ensure the job would go
ahead. The customer service rep said that the engineer would not
have the part on him. I told the rep to ensure that he did not
turn up if he did not have the part. Mr JS arrived that afternoon
without the part. He looked at the boiler ordered the Valve and
rescheduled an appointment for 21 Nov.
Mr JS on the 21st without the part. He phoned a local plumbing
shop went and got the Valve, came back and fitted it. I asked
him to check to see if the hot water would work without the central
heating being on. He then realised that the boiler also needed
a new Expansion Vessel and Water Valve. I could not take any more
time off work so I called customer services to arrange a Saturday
appointment. The appointment was scheduled for 29 Nov.
At 10.30 on the 29th someone called and said that the Engineer
went to collect the parts but the Parcel Force office had shut
early. He said he'd reschedule the appointment for Sat 6 Dec and
that I'd be the first appointment, between 8-10am. I asked him
for compensation. He said that he would not be able to confirm
it and that he'd call me on Monday but I never received a phone
call.
I called just before 8am on the 6th to confirm the engineer visit
and the rep said that they have no records of an appointment and
that I should not wait for an engineer because one would not be
coming. She left a note with the planning dept and a supervisor
to call me.
Mr D called at 9.49am and said there was nothing he could do.
I asked for an appointment for the following Saturday and he said
that Saturday appointments had to be approved by an area manager
and they aren't available at weekends. He then said he'd inform
his colleague, Ms S H of the problem and ask her to call me on
Monday.
On Monday I didn't get a call so I called British Gas (twice,
9.40pm and 9.50pm as the first person put my call on hold for
over 5 minutes trying to find her). I spoke to someone called
Mira who passed on my message.
Miss S H returned my call and said that this was the first time
she had heard about my case. She said she'd look into my case
and call me on Tuesday as the systems were down.
She did call and tell me that an appointment had been made for
between 8-12 on Sat 13th December. 7.30am on Sat I called to confirm
the appointment and the rep said that it would go ahead.
At 10.30 I called again and spoke to Idrish and he said that there
was no record of an appointment with the planning department and
no one would be coming to fix the boiler. I asked to speak to
Mr D, he did not know who he was. I then asked to speak to Miss
SH and gave him her extention number. She was not working.
This problem has been on going for two months. The various British
Gas departments seem to be independent of one another and information
does not flow properly. I would like the following:
One contact that will speak to all departments and ensure the
job gets completed Compensation I would like a refund of the full
years service fee. I have taken 3 days off work and therefore
I have lost a substantial amount of money and the job still has
not been completed
If the job cannot be done I would like to get an external engineer
to do the job and invoice British Gas directly. I am totally appalled
by the level of service.
Link to Other British Gas Complaints
