I myself work in the customer care sector and without reasonable doubt, I know I would find myself without a job if I treated customers the way several of your employee's have.In August 2020, I purchased my first house and thought that this would be a joyful experience. You have wiped out any ounce of joy in this life changing movement. The house I purchased was without gas, so I had a look online and found Cadent's website which informed me of the services you offered, most importantly "we're also here to help". To say this is the biggest disappointment I've heard this year, would be putting it lightly. For the past 3 months, I have been unable to start works within my new home due to you. Not only has what seemed a simple request taken over 12 weeks to carry out, I have felt the most distress I have ever felt in my life. In the beginning, I was foolish to believe what the people on the other end of the phone were spinning me. But after the 3rd or 4th conversation, I began to take peoples names down due to the incompetence. Rosemary, Elaine, Nas, Faz, the list goes on. Fortunately, two people: Laura and Dave have aided me in more recent weeks - but still, there has been next to no progress. Only today did I receive my MPRN despite chasing this on the 27th October. This should have been done following the works carried out on the 22nd, but to my dismay nothing was done. Dave informed me on the 29th that he was supplying all of the information to his supervisor and that this would take 24/48 hours to complete. Consequently, this has carried me into the 3rd month of rent which is completely down to your miscommunication and should be accounted for. If I was to write the ins and outs over this 3 month experience, this write up would be half a mile long. But I will discuss the most important points and await your response. - On 22nd October when your team finally attended, they were instructed by a level 7 member of your organization to put right the wrong doing of the past few months. I walked them through the job and the sheets that your previous operatives had given to me (unfortunately, highlighting several of Cadent's mistakes). First of all, we were asked to remove our kitchen suite due to the operatives not being able to work with this in the way. The two that attended to carry out the job told us this is not the case and that they should work around the units or ask the customer if they could cut a section of the unit out and therefore access the pipe. Your operative had no right to ask this of us as we have now had to replace the kitchen suite which has cost over £2600- Secondly, when Paul M attended he wrote down that the works we needed were free due to it being a dual connection with our next-door neighbor as the 2 previous operatives had assessed both properties. What they failed to note was that next doors pipe had a gas leak. Forgive me if I'm wrong, but when 3 Cadent members of staff attend a property, to check a dual connection and fail to spot a Gas leak, I wonder whether your team are qualified for the job or whether employing just about anyone will do. My mum and dad both smoke, I dread to think how much longer I could have been sitting on a landmine if I had not continued to persist. Not only did Paul tell me someone would be in touch within 2 weeks with an appointment, 3 weeks passed by whilst the leak kept leaking.- Thirdly, there was no record of me ever ringing Cadent as no notes had ever been passed on. I have taken 3 days off work due to being told the Cadent team will arrive during a specified time slot. When we were reaching 15 minutes before my time slot was due to end, I phoned to check that someone was on their way - of course nothing had been noted down. 3 days off work to sit in a cold, empty house that I was unable to move into. I am completely exhausted by your company. As Laura agreed with me recently, it is clear why I am as infuriated as I am. To certify the above, I received a text confirming my time slot on the 22nd October, strangely - I had never received this text before. Almost as if I had been strung a pack of lies during all previous conversations and my "appointments".- Finally, not only has this caused emotional stress for myself, it has also affected my mother who is over 60 years old. She is prone to stomach ulcers due to stress and is due in the doctors next week. I'm sure if you wanted to take a listen to the recorded calls you can hear the suffering you have caused. This service has been appalling from start to finish. The only positive I can state is the team who attended have made writing this bearable. But I would not recommend your services to anyone. I have spoken most recently to Dave B stating I would like this experience to be escalated but no one has been in touch. I expect a response within 24 hours and a resolution plan as something must be done before taking further action.
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