I have been without central heating since January 2nd, and now it's been 12 days with no scheduled repair. On January 8th, I was informed through online chat that the boiler warranty had expired due to lack of servicing in the past two years, but I could pay £125 to restore it. I agreed and received a phone number to call. After some effort, I reached someone who said they would escalate my case and that the £125 fee would be waived due to the delay in support, which I appreciated even though I hadn’t requested it. I followed up again on January 9th for a technician's visit, but was told I would be contacted. On January 12th, I called customer service again, and they confirmed that my issue was escalated that morning and marked as urgent. They assured me that someone would call that day, but unsurprisingly, I had to call back after 4 PM. Now I’m told that I must pay the £125 before they will send anyone out. I agreed to make the payment immediately to expedite the repair, but was informed they need to raise a ticket and that someone 'should' call me back within 24 hours. I feel no closer to a solution than I did on January 8th when I first spoke to someone after the boiler failure. I may need to reach out to consumer protection as I believe I have been patient long enough.
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