I have never felt so despondent with British Gas as
I do today. Usually I have been only too pleased with the work carried
out. I have put up with a lot over the past three years, but things
have finally come to a head. I will start with a log from today going
back. No hot water or heating for 4days!
Sept 2 Engineer came and fitted new part but was unable to
fix the problem will have to come tomorrow at 1 p.m. with a Technical
Rang British Gas to find out the situation with regard to whether an
engineer would come back today. Told this was not possible due to the
parts needed. Told the engineer would come tomorrow between 4-6pm. Advised
that this was inconvenient due to swimming lessons already paid for.
Told that the engineer would call between 1-3pm tomorrow. Asked about
the lagging of an external pipe that is outstanding from about 8 weeks
ago. Engineers will ring today to confirm time. Still awaiting call!!
Rang British Gas re; Engineer having left to see if the job could be
done sooner. Nothing documented as yet, will trace the job and call
back - mobile phone number given. Will ring me back.
Complained to the young lady that I was not impressed by the attitude
of the engineer.
He was quite abrupt when he arrived and when he had finished he just
stated that he had to order a valve and said 'you will be in this week'
I replied that he had to be joking as school started tomorrow and with
3 children I work. His rude comment was -Do you want it ordering or
not? I have never been so rudely spoken to by an engineer
Sept 01 Engineer came at about 10am and was quite abrupt in his manner.
This was remarked on by my visitor. Offered engineer a drink but declined.
Explained that the lagging of an outside pipe still had not been done
but was ignored. Left to carry out work Finished job told that it needed
a valve ordering and he was verbally rude as stated in the above paragraph.
Aug 31 Rang British Gas before 8am due to no hot water. Told that there
too many water leaks and gas leaks for anyone to help today. Given a
choice of times chose morning. Told that the computers were down so
could not trace pipe lagging.
Aug Reminded Engineer on his mobile number as advised that pipe lagging
work had still not been done. He said that he would look into it. Still
July Vents fitted and advised that the department would contact me with
regard to the pipe lagging.
June Engineer called to property to measure for vents and pipe lagging.
June Emergency engineer called out due to no hot water although the
day before the boiler had been serviced by an engineer and trainee.
June Boiler serviced by British Gas - reported that outside pipe should
be lagged and that the cupboard was not ventilated enough.
Dec 2002 Engineer called out due to water leak assessed Friday part
ordered for Monday needed another part ordered for Tuesday 5 days without
hot water and heating! Eventually working fine.
May 2002 First service since fitting and no problems.
Dec 2002 New boiler fitted. What a hassle. Sub-contract engineers arrived,
looked at job and refused to start work because there was more than
a days work and they didn’t have the hours. Sorted, work started
and completed. No quality check carried out as advised . Reminded British
Gas with a number of calls to no avail.
Nov 25 2002 Technical adviser came out and assessed job. Advised that
the new boiler could go in bathroom airing cupboard. Husband had been
made redundant so used his money thinking this was wisely spent. I no
longer feel that this is so now.
Nov 24 2002 Flue to boiler condemned. Decided to discuss a new boiler
and moving it out of the conservatory due to poor access to the roof
and flue. Would be without heating and hot water for 9 days.
Perhaps having read this letter You might realise that there is little
wonder that I am upset. We shall soon have had this boiler remade perhaps
it would have been easier to have fitted a new one. I feel that some
of my points need looking into and look forward to your letter. I am
sure that in the end we will be penalised for having to call you out
but 2 of these call outs are in the past 3 months since servicing!