Questionable Competence, Poor Customer Support
Extremely poor customer support and questionable competence of their gas engineers.
Russell Black gas engineer visited twice over a period of 10 days and performed work and annual service on our gas boiler. An invoice for a payment was not issued.
2 weeks following their work, we discovered that the boiler was left in a significantly corroded state. An independent gas engineer carried an inspection and concluded that the boiler must not have been certified in this state of disrepair.
We brought this to the attention of Russell Black, asking for an explanation and asking whether they would consider a partial refund of the fees we paid for their service. Also asked to send us the missing invoice. However, the company ignored all our repeated communication for 2.5 months. We then threatened to take action if the issues are not addressed. Only then they replied, immediately taking a rather forceful and offensive position, and of course refusing our suggestion for some compensation. A missing invoice was finally supplied.
No attempt was made to discuss our complaint peacefully, no apology was offered.