It saddens me to write such a negative, yet honest review of what we once believed to be a fantastic company. Last week, we arranged for a routine service, as per monthly plan. All systems were working well, but a service was due. After the engineer left it quickly became apparent that our heating and hot water had stopped working; furthermore, our boiler was now leaking. We are a vulnerable household with a baby and a child with medical needs, therefore it goes without saying that hot water is a necessity in our house, alongside heating during the winter months. I made contact with Domestic and General who agreed to fix our boiler seven days later, despite being them at fault and we pay for emergency 24hour repair cover. I explained this was not what we paid for and that we were a vulnerable household. I asked if we could be provided with emergency heaters, to which I was told no. I asked if a third party could repair our heating as we were desperate and my baby was not sleeping in the cold, again, we were told no. I made three hours worth of calls the next day, passed from pillar to post, to be told contradictory messages and constantly hung up on. By this point I was desperate, cold, unable to keep my children fully warm and incredibly upset that we had been left in this situation through no fault of our own. I believe this is a breech of contact as we pay for emergency repair. Fast forward to today, 4 days after the engineer broke our boiler and we are still no further forward. We have been told someone will come out in three days time. After getting upset on the phone, we were told a third party could arrange a repair and they’d pay £150, but by this point it was the weekend and a call out would be far more expensive, leaving us out of pocket when I’m on maternity leave, again through no fault of our own. The customer service I’ve received has been nothing short of horrendous. I’ve been hung up on, passed from colleague to colleague, kept on hold for hours and basically told they’re sorry, but we will have to live without hot water and heating until they can get an engineer to us - in at least one week’s time. This has had a significant impact on my baby and my four year old with complicated health issues. I wish we had never taken up this policy.
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