Hi Christine,
We are sorry to hear that you feel disappointed with your experience. However, we would like to clarify a few points regarding the service provided.
Following your initial service appointment, we did not receive any contact from you regarding further issues until 16th February although your service was on the 7th January. Once you contacted us again, we arranged for an engineer to attend your property the very same day and you were not charged for this visit. He noted an electrical issue which would not have been caused during a service.
After that visit, we attempted to arrange a further callout for our electrician to visit, due to illness this was booked for the following week, however we did provide you with a companies details that offered emergency call outs, which you declined. The electrician visited and left with the heating and hot water working, again you was not charged for this. You then called again this week and we offered you the Wednesday or Thursday, but unfortunately those dates did not suit your availability. You requested a Friday appointment; however, Fridays are our busiest day and we were unable to accommodate this at short notice.
It is also important to note that we did not install the heating system, and both engineers who attended advised that the system is an older installation, which may be contributing to the issues you are experiencing. When our engineers left your property, both heating and hot water were operational.
We have listened back to the recorded calls relating to this matter. During those calls, our office staff experienced aggressive language, and as a company we must ensure that our team are treated respectfully.
As a goodwill gesture, one of our engineers did offer to attend on his day off; however, when we attempted to return your call to arrange this, the call was disconnected.
We always aim to provide a professional and fair service to all customers. As we explained at the time, we cannot continue to provide free call-outs, particularly for systems that we did not install.
We regret that you feel dissatisfied, but we remain confident that we acted reasonably and attempted to assist wherever possible.