I am writing to express my disappointment with the service I received regarding the repair of my electric hob.Last week, I called to book an appointment for the repair. During the call, the representative did not ask any relevant questions about the hob—specifically whether it was sealed with silicone. I have since learned that if silicone is present, the engineers are unable to carry out the service. This is a basic and important detail that should have been clarified during the booking process.Despite this, I was asked to pay £98.40 upfront before the visit, which I did in good faith.Today, the engineer arrived, briefly inspected the hob, and informed me that he could not proceed with the repair because the hob needed to be removed first. He also stated that he was not authorised to remove it and suggested I hire someone externally to do so.If I book an engineer through your company, I expect that they are equipped to handle the full scope of the job or that I am clearly informed of any limitations beforehand. Unfortunately, this was not the case.Given that no work was carried out and the issue remains unresolved, I have requested refund of the amount paid. But, the company said, they can not refund it as the engineer visited my house. Such a shame they took my money without even repairing it. Thanks for your prompt response. Could you please check this reference number- CS-20250929-3745
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