Scottish Power Home Comfort cover problems

[Mikey816]

I am sending this email in relation to the level of customer service I have received from Scottish Power Home Comfort.

 

I have been a Scottish Power Home Comfort customer for several years and

up until this point I have rarely used their service.

 

I had been without hot water since my initial phone call on 04/11/2013.

 

8/11/2013 engineer arrived and could not fix the problem as new parts were required.

 

11/11/2013 engineer arrived and could not fix the problem as the fault had been mis diagnosed and further parts were required.

 

15/11/2013 engineer arranged to attend but never arrived.

I didn't receive a phone call so waited in all day for nothing.

 

18/11/2013 engineer arrived and could not fix the problem after 4 hours.

 

20/11/2013 engineer and 2 supervisors arrived and stated the problem was fixed.

At this point I had water cascading down the side of my house from the pressure release pipe.

Water had leaked from the boiler and soaked the attic floor causing damp on my ceilings

and the engineer has damaged my loft hatch door!!!!,

 

22/11/2013 I called the Customer Services Team and made an official complaint,

and was told that an engineer would be sent straight away to rectify the problems.

The engineer never arrived and arrangements were made for someone to attend the following day.

At this point I still have water cascading down the side of my house and in my attic.

 

23/11/2013 an engineer called to say he would arrive approximately 5pm however he never arrived.

I didn't receive a phone call and waited for several hours before calling his mobile number.

The engineer informed me that he was on another job and wouldn't be able to attend.

He informed me that he would arrange for the Customer Services Team to contact me and re arrange an appointment.

 

To this date 21/01/2014 I have not received a single call or email reply.

I have had to call out and independent engineer at my own expense who arrived at the appointed time and assessed the problems.

 

To quote the independent engineer

"I've never seen anything quite like it, whoever did the work was completely incompetent"

 

The fault had been mis diagnosed and the parts that had been replaced were unnecessary.

Damage had been caused to one part resulting in the leak in my loft and damaging my ceiling.

The pressure within the boiler system should have been set at 1.5 bar was actually set at 5.0 bar

hence the water cascading down the side of the house.

 

The fault was finally diagnosed as a faulty circuit board, which has been replaced at my own expense (£450).

 

I have made arrangements for your engineers to fix a fault on my boiler on seven separate occasions,

on the occasions they have actually turned up the work appears to be completely substandard.

 

The engineers have caused damage to my loft hatch,

the floor boards within the loft are soaking wet due to the leak

and my ceiling downstairs has a nice damp patch

and I am still without any hot water 29 days must be some kind of record.

 

To add insult to injury I managed to call a customer service adviser yesterday

who told me my complaint had been closed no further action!!!

 

HELP!!!!!!!