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    • They did reply to my defence stating it would fail and enclosed copies of NOA, DN Term letter and account statements. All copies of T&C's that could be reconstructions and the IP address on there resolves to the town where MBNA offices are, not my location
    • My defence was standard no paperwork:   1.The Defendant contends that the particulars of claim are generic in nature. The Defendant accordingly sets out its case below and relies on CPR r 16.5 (3) in relation to any particular allegation to which a specific response has not been made. 2. Paragraph 1 is noted. The Defendant has had a contractual relationship with MBNA Limited in the past. The Defendant does not recognise the reference number provided by the claimant within its particulars and has sought verification from the claimant who is yet to comply with requests for further information. 3. Paragraph 2 is denied. The Defendant maintains that a default notice was never received. The Claimant is put to strict proof to that a default notice was issued by MBNA Limited and received by the Defendant. 4. Paragraph 3 is denied. The Defendant is unaware of any legal assignment or Notice of Assignment allegedly served from either the Claimant or MBNA Limited. 5. On the 02/01/2023 the Defendant requested information pertaining to this claim by way of a CCA 1974 Section 78 request. The claimant is yet to respond to this request. On the 19/05/2023 a CPR 31.14 request was sent to Kearns who is yet to respond. To date, 02/06/2023, no documentation has been received. The claimant remains in default of my section 78 request. 6. It is therefore denied with regards to the Defendant owing any monies to the Claimant, the Claimant has failed to provide any evidence of proof of assignment being sent/ agreement/ balance/ breach or termination requested by CPR 31.14, therefore the Claimant is put to strict proof to: (a) show how the Defendant entered into an agreement; and (b) show and evidence the nature of breach and service of a default notice pursuant to Section 87(1) CCA1974 (c) show how the claimant has reached the amount claimed for; and (d) show how the Claimant has the legal right, either under statute or equity to issue a claim; 7. As per Civil Procedure Rule 16.5(4), it is expected that the Claimant prove the allegation that the money is owed. 8. On the alternative, as the Claimant is an assignee of a debt, it is denied that the Claimant has the right to lay a claim due to contraventions of Section 136 of the Law of Property Act and Section 82A of the consumer credit Act 1974. 9. By reasons of the facts and matters set out above, it is denied that the Claimant is entitled to the relief claimed or any relief.
    • Monika the first four pages of the Private parking section have at least 12 of our members who have also been caught out on this scam site. That's around one quarter of all our current complaints. Usually we might expect two current complaints for the same park within 4 pages.  So you are in good company and have done well in appealing to McDonalds in an effort to resolve the matter without having  paid such a bunch of rogues. Most people blindly pay up. Met . Starbucks and McDonalds  are well aware of the situation and seem unwilling to make it easier for motorists to avoid getting caught. For instance, instead of photographing you, if they were honest and wanted you  to continue using their services again, they would have said "Excuse me but if you are going to go to Mc donalds from here, it will cost you £100." But no they kett quiet and are now pursuing you for probably a lot more than £100 now. They also know thst  they cannot charge anything over the amount stated on the car park signs. Their claims for £160 or £170 are unlawful yet so many pay that to avoid going to Court. When the truth is that Met are unlikely to take them to Court since they know they will lose. The PCNs are issued on airport land which is covered by Byelaws so only the driver can be pursued, not the keeper. But they keep writing to you as they do not know who was driving unless you gave it away when you appealed. Even if they know you were driving they should still lose in Court for several reasons. The reason we ask you to fill out our questionnaire is to help you if MET do decide to take you to Court in the end. Each member who visited the park may well have different experiences while there which can help when filling out a Witness statement [we will help you with that if it comes to it.] if you have thrown away the original PCN  and other paperwork you obviously haven't got a jerbil or a guinea pig as their paper makes great litter boxes for them.🙂 You can send an SAR to them to get all the information Met have on you to date. Though if you have been to several sites already, you may have done that by now. In the meantime, you will be being bombarded by illiterate debt collectors and sixth rate solicitors all threatening you with ever increasing amounts as well as being hung drawn and quartered. Their letters can all be safely ignored. On the odd chance that you may get a Letter of Claim from them just come back to us and we will get you to send a snotty letter back to them so that they know you are not happy, don't care a fig for their threats and will see them off in Court if they finally have the guts to carry on. If you do have the original PCN could you please post it up, carefully removing your name. address and car registration number but including dates and times. If not just click on the SAR to take you to the form to send to Met.
    • In order for us to help you we require the following information:- [if there are more than one defendant listed - tell us] 1 defendant   Which Court have you received the claim from ? County Court Business Centre, Northampton   Name of the Claimant ? LC Asset 2 S.A R.L   Date of issue – . 28/04/23   Particulars of Claim   What is the claim for –    (1) The Claimant ('C') claims the whole of the outstanding balance due and payable under an agreement referenced xxxxxxxxxxxxxxxx and opened effective from xx/xx/2017. The agreement is regulated by the Consumer Credit Act 1974 ('CCA'), was signed by the Defendant ('D') and from which credit was extended to D.   (2) D failed to comply with a Default Notice served pursuant to s87 (1) CCA and by xx/xx/2022 a default was recorded.   (3) As at xx/xx/2022 the Defendant owed MBNA LTD the sum of 12,xxx.xx. By an agreement in writing the benefit of the debt has been legally assigned to C effective xx/xx/2022 and made regular upon C serving a Notice of Assignment upon D shortly thereafter.   (4) And C claims- 1. 12,xxx.xx 2. Interest pursuant to Section 69 County Courts Act 1984 at a rate of 8% per annum from xx/01/2023 to xx/04/2023 of 2xx.xx and thereafter at a daily rate of 2.52 to date of judgement or sooner payment. Date xx/xx/2023   What is the total value of the claim? 12k   Have you received prior notice of a claim being issued pursuant to paragraph 3 of the PAPDC (Pre Action Protocol) ? Yes   Have you changed your address since the time at which the debt referred to in the claim was allegedly incurred? No   Did you inform the claimant of your change of address? N/A Is the claim for - a Bank Account (Overdraft) or credit card or loan or catalogue or mobile phone account? Credit Card   When did you enter into the original agreement before or after April 2007 ? After   Do you recall how you entered into the agreement...On line /In branch/By post ? Online   Is the debt showing on your credit reference files (Experian/Equifax /Etc...) ? Yes, but amount differs slightly   Has the claim been issued by the original creditor or was the account assigned and it is the Debt purchaser who has issued the claim. DP issued claim   Were you aware the account had been assigned – did you receive a Notice of Assignment? Not that I recall...   Did you receive a Default Notice from the original creditor? Not that I recall...   Have you been receiving statutory notices headed “Notice of Sums in Arrears”  or " Notice of Arrears "– at least once a year ? Yes   Why did you cease payments? Loss of employment main cause   What was the date of your last payment? Early 2021   Was there a dispute with the original creditor that remains unresolved? No   Did you communicate any financial problems to the original creditor and make any attempt to enter into a debt management plan? No   -----------------------------------
    • Hello CAG Team, I'm adding the contents of the claim to this thread, but wanted to open the thread with an urgent question: Do I have to supply a WS for a claim with a court date that states " at the hearing the court will consider allocation and, time permitting, give an early neutral evaluation of the case" ? letter is an N24 General Form of Judgement or Order, if so, then I've messed up again. Court date 25 May 2024 The letter from court does not state (like the other claims I have) that I must provide WS within 28 days.. BUT I have recently received a WS from Link for it! making me think I do need to!??
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Scottish Power Home Comfort cover problems


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Hi

I have a policy from Scottish Power that covers Central Heating Boiler repairs but have been without my central heating since 28/12/2010. Main problems appear to be with them using sub-contractors who are incompetent. Has anyone else experienced these same problems please?

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Hi DJB,

 

Welcome to CAG.

 

In what way?

 

have you had to call numerous times?

 

is it for the same 'fault'?

Please contact a member of the site team if you are offered help off the forum for a a paid or no win no fee service.

 

Please consider making a small donation to help keep this site running

Click here to donate through PayPal (opens in a new window)

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Hi,

 

I have had months of problems with Scottish Power and their sub contactors WarmSure/ Eaga. I have had no heating since December 20th. The problems stem from woefully incmpotent organisation from top to bottom. The customer services team are just ok although there are too many numbers to call and you end up giving your security details two or three times, put on hold to different people so by the time your query is looked into you've wasted 10 minutes already. The main issue is with the engineers themselves. I've had engineers who have brought the wrong parts, noted down the wrong serial numbers of parts and therefore have had to re book them days later. I've taken time off work and then received a call saying they are not coming at all because their last job has taken so much time. Their time windows are 8 in the morning till 4.30 pm and have hd them turn up at 8.30 PM ( with the wrong parts ). The last engineer told me he has fixed the boiler so it is working perfectly but not the heating! I need a power flush, something that Scottish Power do not do. The customer services department have told me their service has been " embarrassing " and consequently I have left them. The irony is I could have got a good independent boiler repair person to come weeks ago. There's no point in having an emergency number to call for boiler breakdown if one month later there is still no heating and it has not been fixed. Just ridiculous and I advise you to not put up with this company as they take your money evry month but provide no real care. Let me know how you get on. By the way I've ommitted most of the details of just how bad this has been as I could write an essay on here!

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Hi philipadriaan

 

This kind of service is simply not good enough and this must be investigated. Do you currently have an ongoing investigation in this matter? If you do not, please send me a PM with your details and I will make sure a thorough investigation is carried out and to make sure you get your heating back on as soon as possible.

 

Kind Regards

 

Colin @ ScottishPower

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Hi Colin,

 

Thank you for your concern. Apparently an investigation has been launched although I haven't even had an acknowledgment of my complaint and cancellation of my direct debit so at this end I don't even know if my thoughts and views have actually been taken on. If Scottish Power's complaints procedure is anything like their service I may be in for a long wait. The problem when you sub contract engineers and other companies is that when they go wrong everybody hides behind the other so all I have got from Warmsure, on behalf of Scottish Power and on behalf of Orion is apologies. When you have heard 20 or so apologies and nothing has been done to rectify something you begin to think the apology is irrelevant. Once companies start providing real care to their customers who have already paid them things will change, but at the moment, with all too many businesses, once they have your money in the bank they tend to drop their service immeasurably. That's just my experience, and I'm sick of it. Also its the good people on the customer service desks who get the brunt of anger purely because there really is no one else to turn to.

Finally, from an organisational point of view, if Scottish Power would like to improve their service and make this complaint a thing of the past, I would suggest keeping things simple. Telephone numbers that are clearly stated with the minimum number of options, sub contractors who are reading from the same page where direct lines of communication are open, logs of up to date customer queries that are closed once a job has been done so that the customer does not need to have to follow up their own issue. It sounds simple and yet SP have messed this up badly.

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  • 2 weeks later...
Hi

I have a policy from Scottish Power that covers Central Heating Boiler repairs but have been without my central heating since 28/12/2010. Main problems appear to be with them using sub-contractors who are incompetent. Has anyone else experienced these same problems please?

___________________________________________________________________________________

 

I have had an near identical experience. Our family includes my mother-in-law, diagnosed with Alzheimer's, and a 6 year old child. We have now been without central heating in mid-winter for 10 days. We have been waiting over a week for parts being ordered, there was another 2 day delay between confirmation they had arrived and an engineer being available to install them. When the engineer finally came to install them, you guessed it, they were the wrong parts. The same issue with incompetent sub-contracters, even this company's own engineer described this kind of delay in winter as, "completely unacceptable."

 

Since the engineer confirmed that either he or his manager would phone with an update, we have heard nothing. Contacting the company direct is a frustrating, time consuming experience and has only resulted in some vague reference to the "correct" part being ordered. No time scale about how long our family are expected to do without central heating in mid-winter?

 

I now also have a similar dilemma, do I stick with this company and take the risk that this could go on for the same amout of time or even longer. Or, do I bring in a professional company to fix the boiler, possibly risking longer delays, if they do not have the parts on standby and they also have to order them. Right now, all I am interested in is whatever option will get central heating back on for my family. However, having paid for this cover, I should not be in the position of having to choose between these two options.

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Hi philipadriaan and mauled

 

These issues should be highlighted to us immediately and we should be keeping you updated with the progress of your complaint. Look at our internal complaints procedure to get this matter addressed as soon as possible.

 

http://www.scottishpower.co.uk/support-centre/service-and-standards/complaints.aspx

 

Again, I can investigate for you as well so drop me a PM if you wish.

 

Kind Regards

 

Colin @ ScottishPower

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spons

Hi Colin,

Well I still have not heard anything more than three weeks after my complaint. Please look into my investigation ( investigating the investigation! has it really come to this?! it's jut ridiculous. ) What do you need from me and do I just give you a reference number on this forum? . Please advise.

As for Mauled, I totally sympathise and wonder what has become of your situation. Taking out this sort of cover must always negate the need for these sort of dilemas. We all have, at times difficult personal situations and I sympathise with yours. My partner is 5 months pregnant and the stress of this is really difficult to take, on top of the fact we have been without heating in the coldest part of the year for 5 weeks. These personal and massive issues are problems that Scottish Power does not know but affect most families so instead of seeing customers as commodities, maybe if they could empathise that its not just another customer complaining about their heating and more about the lives that each family leads in the face of heating issues ( a basic right in this day and age and one that we all pay for ), then they would be more urgent and accommodating in their ree.

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Hi philipadriaan

 

PM me your details and I will find out what is happening with your complaint. When a complaint is logged you should be kept up to date with the progress and also made aware of the potential timescales. To have heard nothing after 3 weeks in just not acceptable and I sincerely apologise for this. Once I have your details, I will be able to confirm whether we have received notification of your situation and confirm what actions are being taken.

 

I look forward to hearing from you.

 

Kind Regards

 

Colin @ ScottishPower

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  • 10 months later...

Hi,

My 71 year old mum has been without heating for 18 days (and will be indefinitely) and has been constantly on the phone and getting nowhere. Initially she was told that the engineer would order the part, she phoned and was told it had been ordered, phoned a week later to check as she hadn't heard anything and was told that no part had been ordered! She was then told that the part would be ordered there and then but when she phoned the next day was told it hadn't been ordered. She has phoned numerous times but the upshot of it is, they ordered the wrong part and have had to reorder. Nobody can give her any guarantees of when her boiler will be fixed, she can never get a straight story, nobody takes responsibility and there is an absence of any managers willing to take on her issue. A manager did speak with her but told her the 'parts' dept would phone her back. When they phoned back, she told him that another weekend without heating was unacceptable, he said there was nothing he could do about it! She has also had to cancel a visit from my brother and his new baby as the house is freezing. Disgraceful service and Scottish Power should be ashamed of treating a pensioner in this way.:-x

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Dear Scottish Power

 

I wanted to write to express my deep dissatisfaction with the level of service offered by home comfort.

 

We have been without any heating and hot water since last Friday. Living in these conditions during winter is making home life almost impossible.

 

The level of communication and respect when contacting the call centre is unacceptable.

 

Waiting time for calls to be answered are over 30 mins.

 

Advisors don't call back when the say them will.

 

I called on Friday when their systems were down and was promised a call back, I am still waiting for this to happen.

 

I have requested to speak to a supervisor, I am still waiting for this to happen.

 

The team who answer the calls are rude and unhelpful. They don't seem to be empowered to solve any customer service issues.

 

 

I feel it is unacceptable that our replacement parts HAVE come in, yet they "can't fit me in until next tuesday, as they have more important jobs to complete first"

 

We have had a number of engineers to our home, they leave before testing the system telling us that everything is working fine, then we find nothing is still working. How is this acceptable? When I called the helpline to report this, I get screamed up telling me the problem has been sorted.

 

We can't even have the COLD water turned on in our home, as when we do water floods out the bottom of our boiler, so when we want to use the toilet we have to turn on the water then run and turn it off again before it causes any more damage to our home. Water has already leaked though the ceiling into the room below.

 

I truly believe that you can't accept customers to live like this.

 

Iain

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Dear Scottish Power

 

** Update of the below Complaint**

I have not received any communication from SP what so ever, this says everything about the poor level of service that you offer your customers.

 

I can't believe that you are letting me live in these conditions.

 

I called HomeCare and was told the parts were in and booked an engineer to fit at the next free appointment - Tuesday 20th.

 

I called the day before - Monday to confirm the appointment and to check all 4 parts were in stock - YES I'm told.

 

I receive a telephone call from the engineer in the morning confirming the appointment at between 3-5pm.

 

I book the time off work - unpaid.

 

At 4:45pm after I called SP, I get a call back to tell me that the engineer doesn't have the parts and so wont be coming, it actually turns out that NO parts have been ordered yet, so after waiting 2 weeks i'm not further.

 

I have spent the rest of the afternoon, and evening, being transferred from one department to another to try and get any answers about what is happening, I have to say that everyone in your call centres are so rude and unhelpful.

 

I'm told by SP Customer Services is nothing to do with them.

 

I'm told by HomeComfort that they have no answers for me?

 

PLEASE CAN YOU HELP ME?

 

 

I wanted to write to express my deep dissatisfaction with the level of service offered by home comfort.

 

We have been without any heating and hot water since last Friday. Living in these conditions during winter is making home life almost impossible.

 

The level of communication and respect when contacting the call centre is unacceptable.

 

Waiting time for calls to be answered are over 30 mins.

 

Advisors don't call back when the say them will.

 

I called on Friday when their systems were down and was promised a call back, I am still waiting for this to happen.

 

I have requested to speak to a supervisor, I am still waiting for this to happen.

 

The team who answer the calls are rude and unhelpful. They don't seem to be empowered to solve any customer service issues.

 

 

I feel it is unacceptable that our replacement parts HAVE come in, yet they "can't fit me in until next tuesday, as they have more important jobs to complete first"

 

We have had a number of engineers to our home, they leave before testing the system telling us that everything is working fine, then we find nothing is still working. How is this acceptable? When I called the helpline to report this, I get screamed up telling me the problem has been sorted.

 

We can't even have the COLD water turned on in our home, as when we do water floods out the bottom of our boiler, so when we want to use the toilet we have to turn on the water then run and turn it off again before it causes any more damage to our home. Water has already leaked though the ceiling into the room below.

 

I truly believe that you can't accept customers to live like this.

 

Iain

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  • 2 weeks later...

I've only been without hot water since the 4th December 2011 it took until the 13th for an engineer to come and tell me a new board was needed it then took until the 20th, after many phone calls because they do not call, for another engineer to arrive and after about an hour he told me he had fixed it. When he left I tried the hot water to find it was still cold, luckily I had his mobile number so I called him "Oh yes", he said "I need to order another part". Why did he tell me it was fixed?. I called HIS office to be told I would have to call Scottish Power which I did to be told another part will need to be ordered and they would call me. On the 24th I called SP, funny that, NO, they didn't call me!!!!. I was told it takes 2 to 5 days to get the parts in, I said I will go round the corner, buy the parts and their engineer can fit them OH NO thats against policy and they would call me on the 28th to confirm the new part had arrived. On the 29th I called THEM, I had forgotten they do not keep their word, Yes the part had just come in and an engineer could call on Tuesday 3rd January 2012. If it is not fixed this time I will get a proper company in, get it fixed and bill SP for the cost of the repair and the cost of losing 3 days pay. I did make an official complaint to SP customer services who were also going to call me on the 28th December 2011 = still waiting, can't be bothered with them anymore, I will go elsewhere to a proper company - TO ANY COMPANY BAR SP or their associates.

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  • 2 weeks later...

Hi

 

I too am having similar problems with Scottish Power's boiler cover.

 

I am currently unable to get hot water out of my system. I have to turn the hot water off for 15seconds, turn it on again and maybe hot water will come out.

 

An engineer was originally meant to come on the 28th December but got a phone call saying that the engineer was stuck on another job. I had to take a day off unpaid due to the engineer visit. I thought, fair enough this happens, and was then rebooked for the 3rd January.

 

I had to take another day off from work unpaid. I called in the morning at approx 09:20 to make sure an engineer was visiting and was told that the engineer had some jobs in the Epsom area and would be getting the parts. I requested that I get a phone call advising me of an estimated time of arrival. I received none. At 15:20, I called and was told that the engineer’s phone had gone to voicemail and that a message was left to call the office and me with an update. At 16:50 I called and spoke to Carlos who said that he would be calling the planning dept and fine out where the engineer was. He said he would call back in 10minutes. by 17:15 I had no call back, so again I called and spoke to Julie who call the engineer only to be told that the engineer has not received the parts. Why was this not told to me at 3pm!!!! I was told that this would be raised to the parts dept and would get a phone call advising of a rebooked appointment. On the 4th I had no call. I gave Scottish Power a couple of days in case the parts had to be re-ordered in.

 

I called yesterday (11th January) to be told that the parts were in (Again why couldn't anyone call to tell me!?!?!) and that an engineer could be booked to visit today. I accepted and asked the representative to tell the engineer to call me an hour before he was scheduled to come round as I was not going to take any more time off work.

 

Guess what... today came... today past... I got no phone call. I've been on the phone for 1/2hr trying to get through to someone to find out what happened. No one is answering.

 

How can a company operate like this? I was told the parts were ordered and with the engineer, a week later the engineer hasn't got the parts, why wasn't I told of this on the 3rd!

 

And again today, a third appointment where an engineer has failed to turn up!

 

Utterly disgraceful!

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Just called SP and spoke to Alex who told me the that the engineer had marked the job as complete! Alex said he would be raising a complaint about the engineer and that the job would be recalled and a new appointment will be booked. He also advised he would call me back... let's see if I do get a call back.

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  • 2 weeks later...

Hi,

 

You are not alone - my boiler stopped working 15/01/12 - an engineer came out and diagnosed a failed PCB.

A second engineer came out a couple of days later and diagnosed the same problem.

One week after the breakdown they turned up with a new PCB which did not fix the boiler - obviously mis-diagnosed.

This engineer found some internal corrosion in the heat exchanger which had then caused an exit pipe to be blocked.

He then went on to say that it was beyond repair - this I find hard to believe as the boiler is only just 6 years old.

 

I then looked at the small print of the Scottish Power Terms & Conditions - it states that if a boiler is 'in their opinion' beyond repair

then it is not covered and a replacement is down to me.

What a brilliant let out clause - in short all they have to do is declare a boiler as being beyond economic repair and therefore they are not liable!

 

I have called Scottish Power on Mon 23rd, Tues 24th & today Wed 25th - each time I call I am told they have not had the report back from the maintenance company.

They then promise to make it high priority and escalate it internally - lip service - nothing happens.

I asked for the contact number of the maintenance company, so I could chase it - they would not give it to me!

 

Can someone suggest how I can actually get Scottish Power to take ownership and act in an ethical , reasonable & responsible manner?

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