Updated review staff names deleted which were mentioned in my original review but I was forced to remove names in review but can see all other reviews have names mentioned but not reported by company but mine was because it was negative review. I have updated below review without mentioning names but in contact with Trustpilot why original review was removed because I mentioned names but others still there.
Customer service is terrible. The manager in the parts department is the worst manager one could ever encounter. Without listening to my concerns, she disconnected calls three times. When I asked who I needed to speak to to make a complaint, she hung up the phone without answering. She and her female colleague in the parts department were both rude. However, the service department representative I spoke to was not rude at all and communicated well. The information I was asking him for, he referred me to the parts department, which is full of rude and ill-mannered staff. They don't know how to speak to customers. The engineer who visited our property, was good and identified the fault quickly. It's just the customer service in the parts department that is rude. They are ripping off insurance companies by charging for two hours of labor when it's only a 30-minute job, which we confirmed privately with boiler engineers. Our insurance covers only up to a certain amount, and we have to pay any extra. We want to know why we are paying extra when the job isn't even for two hours. Every customer has a right to know and get clarification on what they are paying for, and they were unable to answer, as I caught them red-handed and they referred us to the insurance. However, this wasn't the only issue. I also wanted to confirm that the part I was going to receive had similar specifications to the one I have, but they also failed to provide details about which part they were going to order. It was the parts department, and they didn't know what part they were ordering. It was disgraceful. The reason I was asking because I had to pay extra to my insurance due to the repair price they quoted, and I wanted to check if it was worth paying through insurance or if I could do the job privately with a part of my own choice. This was the only reason I was questioning them about the thermostat, so I could make a decision whether or not to go ahead through insurance. I am very disappointed by their service when they couldn't confirm what I was asking. Instead, they showed their attitude by saying "go to your insurance" and then hung up the phone. Insurance won't know which part you are going to order; it will be your parts team. I was referred to speak to them about the part, but they totally failed in customer service. This job was reported last Friday as an emergency, and we had an engineer on Monday. Despite confirming with the lady from Go2Gas that we have vulnerability and disability in the house, they still didn't prioritize the repair, and today is Friday, a week later, and I am still waiting for their call to confirm the next visit to install parts.
I received a reply from the company, but I do not agree, as the dispute wasn't about extra payment. I was willing to pay if I received clarification, but you failed to clarify the situation and were instead rude. I wasn't demanding an answer straight away about what part you were going to order, as I first contacted my insurance, and they advised me to contact you to get this information.
They also sent a task to inquire about this information, but there was no reply from you or the company (which I won't name at this time). I then contacted them myself to ask this question. I was willing to pay, but only after checking which part I would be receiving. If they couldn't provide me with the information at that time, they surely could have said that they will get back to me, but instead, you hung up on me three to four times. I called and asked who to complain to, but again, the manager immediately hung up without answering. In my opinion, the company is defending itself and shows no regret for its actions. The dispute was not about payment; it was to clarify parts before I could make a decision, as mentioned before. They replied in my original review which was removed see above that not all staff in the office are technically trained engineers, but this wasn't a technical question. I wasn't asking how to fix things. If you asked me what model TV I ordered, I could tell you straight away or by checking the TV information. I don't have to be technical to answer that question.Regarding the part order,I was talking to the parts team. No excuses. Company has no objection with positive reviews mentioned names but they have problem with my negative review names mentioned. All positive reviews must be removed by Trustpilot as fair treatment or will be repor
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We are Go 2 Gas. A gas and oil heating company. Here at Go 2 Gas, we also cover plumbing, roofing and electrics! Our office is in Milton Keynes and our engineers cover area's all over England.
