RIGHTIO
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Disorganised and unhelpful
Although the work was was completed, my experience with the office was nothing but dreadful. I called on a Friday as my boiler stopped working and I had no heat or hot water. I was told an engineer would come on Monday afternoon between 12 and 5 to fix the issue I waited in and rang at 4 to get an update to be told that the engineer was stuck on a job and would have to come on Tuesday between 10 and 12. The next day, the engineer didn't come in the alloted time, I told the office I was at work and would not be able to answer the phone to confirm someone was in. I was still called to confirm and initially, the engineer said he wouldn't come as no one had answered the phone. He did come in the end and diagnosed the issue (didn't fix it as stated originally). I was then given a slot on Friday between 1pm and 5pm. Again, the engineer did not arrive as he was "stuck on a job". I was told there was nothing the office could do as engineers aren't available on weekends. I was promised that I would be the first job on Monday morning and given a slot between 8 and 10. On Monday, the engineer didn't arrive. Again I wasn't told proactively but had to call to find out he was "stuck in a job". He ended up arriving at 10:45. The job was completed and the engineer was great. When I called and questioned why I wasn't prioritised, the call handler could only tell me she didn't know why. The engineer told me he had been on a job with an active leak and that had to be prioritised. In the entire process, I asked to speak to a manager 3 times and only on the final time did I get a call back from one. All they offered me was a 10% discount on labour and an apology.