"AVOID AT ALL COST"

AVOID AT ALL COST

Shocking service. I took out boiler cover with SP who incidentally sub contract to Domestic & General who believe it or not, sub contract out to a 3rd Party company.

My annual service took place on 26th March 21 and was carried out by Johnston Scotia on behalf of D&G. Engineer came, told me I had small leak (AVV valve) and the boiler needed new parts. I thought this was a little odd as the boiler sits above a ceiling (in an airing cupboard), there was no sign of water damage on the ceiling (photo taken). He signed the boiler off as in working condition (service agreement emailed) and all other tests passed the inspection. Parts were ordered and the same engineer came out 5 days later to fit the part.

After about 1.1/2hrs and several mobile contract to his manager at Johnston Scotia, he was unable to fix “this so called leak” and switched my heating off but left me with running hot water (I have a Worchester Bosch combi boiler). He told me his supervisor would come out to try and fix it, which he did 6 days later.

He took one look at my boiler and said the first engineer shouldn’t have serviced it as he was not qualified (for whatever reason). This engineer “glued” the old AVV valve to allegedly stop the leak but it failed. He said he couldn’t fix it, told me to get D&G to send out a Worcester Bosch boiler engineer.

I spoke to SP the same day who advised me to complain to D&G. I told them I pay SP insurance to service the boiler, not D&G.

The following day, I rang D&G who raised an official complaint. Whilst I was on the phone to D&G, they rang Johnston Scotia who advised they had closed the case down. I explained to D&G that the boiler was in perfectly good working order (being serviced by British Gas each year) until Johnston Scotia broke the boiler. I was advised this was not my fault and that Johnston Scotia should have left the appliance in good working order.

On 10/5/21, I eventually heard from Daniel from D&G who apologised for the inconvenience of having no heating for 7.5 weeks and offered £320 and that I could either get my own engineer to fix the boiler or D&G could send out another engineer from a different company which I agreed to.

On 18/5/21, Home Assist 365 arrived, took on look at the boiler (without even poking his nose into the boiler itself) and said WB boilers are a nightmare to service/fix and didn’t know why D&G had sent him.

He asked if I had heating, I said no and he said how did JS manage that? He took another look at the boiler, couldn’t see what JS had done but whatever it was, was at the detriment of the boiler. He then spoke into his IPad reeling off a load of parts, logged this with D&G and left.

On 19/5/21, I received a call from Zanussi to arrange a new boiler less £750 as per my contract. I asked why I needed a new boiler, nothing had been advised on their paperwork received from either D&G or SP.

On 19/5/21 I spoke to Amy at D&G who advised my complaint had been closed down. I asked why as the complaint had not been resolved. She didn’t know.

In 19/5/21, I sent an email to D&G customer services requesting Daniel to contact me.

In 21/5/21, I receive a letter from Bedworth Claims Dept advising my boiler was “beyond economical repair” but the good news was, I’m entitled to a replacement boiler as per my contract (less £750), so in other words, I would have to pay over £1000 for a new boiler

I wrote a further email to Daniel requesting they claim of JS 3rd party liability insurance

On the 24/521, I received an email from Daniel stating they could claim from JS I was my responsibility.

Today I received a tele call from SP telling me they had cancelled my policy on 4/6/21 - no reasons why, they refused to put this in writing!!!

Conclusion, there isn’t one. It’s been logged with the ombudsman. Let’s see what they say.

"Waste of money"

Waste of money - AVOID!!!

"This company is an absolute shambles"

This company is an absolute shambles. I got my boiler fitted in September 2019. They broke a brand new kitchen cabinet door, took a big chunk out of the side of the cupboard, and re-hung the door incorrectly. Then just left without saying anything.

I rang and complained immediately as it's so obviously damaged, but what really got me was the water pouring out of the ceiling downstairs the next morning as they had turned the water pressure up so high it blew all the joints on the upstairs plumbing.

They came out professed to have fixed it, it happened again and in the end it was actually my husband that just turned the pressure down at the stop cock. The owner of the company came out to assess the damage. Never said a word to me mind, just walked round my house and left again.

18 months later I'm still chasing for them to pay for the damage. I've not been greedy about it, I've asked that they replace the cupboard door and the side panel, I'll even get them fitted at my own expense. I sorted out the spoiled decorating in the downstairs room due to the leak myself and have just lived with the slightly warped oak flooring that the deluge left behind.

I have supplied quote after quote after quote over the past 18 months. then recently after me emailing yet again I received a phone call from Sean who promised me a cheque would be with me by Friday - that was a month ago and now he's always in a meeting when I call and the girl answering the phone sounds like she's stifling a laugh.

Appalling Appalling Appalling. If you do anything for yourself today, go look at a different company to put your central heating in. You will regret using these people

"Avoid Scottish Power boiler plan"

Very poor. 5 minute maintenance and when I raised some issues Domestic and General who operate the plan/insurance policy on behalf of Scottish Power refused to provide me with details and referred me to deal direct with there sub contractor. After a couple of emails they advised the matter was now closed and would not correspond any more. Shocking customer service. Avoid.

"AVOID THIS COMPANY LIKE THE PLAGUE!!!!"

AVOID THIS COMPANY LIKE THE PLAGUE!!!!! Domestic & General are a bunch of cowboys. We had a leaking overflow pipe. Called Scottish Power Boiler cover helpline and they said it was defiantely covered under my policy, and they would send someone out. the man arrived, went up in the loft, came back down and said he wasn't a plumber, but had checked it and it was all fine and now not leaking and it was to do with the cold weather we had been having. Two days later i noticed a huge yellowy brown patch on my newly plastered and painted bedroom ceiling!!!! When my husband went up in the loft, the overflow pipe had been removed from the tank, and the water was instead leaking into the loft instead of the pipe. Phoned them up and complained only to be told it was our word against his, but nobody else had been up in the loft. Will never use these people again, i wish i had seen all the bad reviews about this company on the internet before i allowed them in my house. now have to repair the damage they have caused, am furious!!!! Let them in at your own peril. If i could give them minus stars i would

"UNRELIABLE"

Paid for annual cover including service in Jan 2021. Arranged a service appointment, waited in all day and no engineer arrived. Apparently he was stuck all day on an emergency. Arranged a second day for service (earlest was 3 weeks later) and waited in all day, no engineer arrived. Not sure what excuse is this time. Call centre not helpful and not very customer friendly. Also, it is a safety requirement that boilers are checked every year so this company are putting us at risk. Wish I could give 0 stars.

"Avoid at all costs."

We are now 17 days without heat and counting. 11 days ago the engineer attended to repair the boiler but needed to order more parts. All we heard was crickets until today when our boiler was declared a write-off. We were offered a new Zanussi boiler for £2000 after the insurance deduction and charged an additional £400 because the vent goes out through the roof! Scottish Power and Domestic and General have offered no explanation for the delay (during which the temperature was below 0 C every night) and we have yet to hear back from the companies team.

Avoid this company at all costs. They are terrible.

"Shocking company"

Shocking company! Previous FEP still the same owners still the same terrible service

"Terrible"

Terrible! Absolutely appalling service. First call out took several engineers from several companies to even sort the issue. Constantly getting passed from one to another. They would say they were coming one day and never turn up! I was sick of staying in like 9 days in a row at the point! Each experience has been poor. Another engineer was due today and no one turned up and no phone call to say they wouldn’t be coming! Most the time you ring it’s someone with poor customer service and lack of advice.

"FEP, HSP, Scottish Boiler Care etc.."

As mentioned by others FEP boiler contract work was transferred to HSP Gas Limited.

Info from Sunday post Feb 2017 Andrew Picken:-

‘’Our probe has also established work has been transferred from FEP to another firm set up in Mr Craig Bonnyman’s name.
The customer base was bought by Bonnyman’s new firm, HSP Gas Limited, which trades as Home Service Plan.
From spring, directors like Bonnyman rather than companies will be hit with fines of up to £500,000 to end the practice of firms going under to avoid fines – then opening up again under a new name'
According to records at Companies House, he used a London-based pre-pack company formation agent to set up HSP Gas Limited, of which he is sole director, on December 20 last year – 13 days after the tribunal ruling and a week before FEP went under.
A heating and boiler breakdown cover called HSP states in its small print that “Home Service Plan is a trading style of HSP Gas Limited” and the website was registered by another of Mr Bonnyman’s firms’’. (end of Sunday Post article)

HSP, Scottish Boiler care?, BOILER CARE (SCO) LTD, etc etc Please contact The Sunday Post, they may be interested in doing a follow up.

If you search Companies House you will find lots of info naming Craig Bonnyman and Alan Bonnyman ( former Director of Fepheatcare Ltd)

HSP GAS LIMITED (Active)
71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ
Home Service Plan has rebranded to Scottish Boiler Care. in approx Nov 2019?
I couldn't find Scottish Boiler Care on Companies house but found.
BOILER CARE ( SCO ) LTD
1a Payne st Glasgow G4 0LE
Director Alan Bonnyman (Active)
( same address as Scottishboilercare.co.uk)

DOMESTIC HEATING INSTALLATIONS LIMITED
(dissolved) 12 sep 2017
71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ

CENTRAL HEATING SALES LTD (Liquidation)
The Pentagon Centre, 36 Washington Street, Glasgow, United Kingdom, G3 8AZ

CLEVER GAS LIMITED (dissolved) 31 March 2015
455 Chester Road, Manchester, M16 9HA

NEWFOUNDLAND MANAGEMENT SERVICES LTD(active)
1a Payne Street, Glasgow, Scotland, G4 0LE
( same address as BOILER CARE ( SCO ) LTD and scottishboilercare.co.uk)

NOT to be associated with Boilercare Scotland Limited, totally separate company and no association with any of the previous companies and directors.