- Homecare number 91006415838. Our agreement specifies was renewed on August 14 and specified the annual service was due 26th November 2014 and we would be contacted nearer the time to arrange a visit (as stated in your letter dated 14 July 2014). By December we had not heard from you and tried several times to arrange an appointment on line, with each time being informed "there was no engineer in our area". We finally made contact, by telephone, in January and was given an appointment for Friday 27 February 2015 between 2pm-4pm (this was some 6 weeks wait). The supplier rang approx. 3.45pm advising the engineer had been delayed and would be with us just after 4pm. Approx 5.15pm I telephoned the supplier who then informed us that this appointment would not now be honoured! The appointment was then re-arranged for 5 March 2015 between 8am-10am. Whilst the engineer was carrying out the service, he realised there was a problem with the gas meter. We had to contact the emergency gas service who visited within an hour of my call and rectified the problem. The service engineer returned late in the afternoon and finished the annual service. We have paid for an annual service which was effectively carried out 4 months late and would therefore request an appropriate refund or a free service in November of this year.
The engineer pointed out that our gas meter was 23 years old and apparently should be changed every 10 years. A few years back our gas meter was due to be changed and the contractor confirmed that this would be carried out. However, having been given an appointment, this was not honoured and the gas meter, has not, to date been replaced.
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Matthew Kennett, CSA
Hi Roy, we do state in the terms & conditions that we may need to rearrange your service to prioritise breakdowns & other emergencies but totally understand 3 months is a long time to wait and if you'd please email your full name, address to email@example.com, I'll be happy to look into this for you. Thanks, Matt