Had a genuinely awful experience with Direct365 and their supplier, PHS Compliance.
Attempted to arrange fire panel and emergency lighting servicing. For emergency lighting, we requested a simple one hour test to take place at our premises before opening.
PHS got back to us to arrange a 3 hour test and 1 hour test, denying a 1 hour test was requested and unhelpfully sent us back to Direct365, claiming we would need to arrange a new PO and they were unable to ammend on their end. I had to provide screenshots of Direct365 confirming they had only requested a 1 hour test, to which they responded "yes it will be a 1 hour test".
We then stressed on multiple occasions that the work had to be completed our opening hours at 10am, to which PHS claimed they understood and booked us in for a 9am visit.
On the day the person never arrived and no contact was made by PHS to explain why. After chasing them later in the day they claimed the engineer had called in sick, and we rearranged to the following Monday. On Monday they did show, but only several hours late after we had opened. The engineer did not know he was booked in for a 9am visit and frustratingly was still under the belief he would be conducting a 3 hour test.
For fire panel testing we were booked in a lot smoother by PHS, who called to arrange and did their research beforehand, contacting our shopping centre themselves and were aware any fire alarm tests would need to be conducted before 9am, so booked us in for an 8am appointment.
After getting in a member of staff two hours before we were due to open, they no showed again. I only received a phonecall at 2:45pm, a total of nearly 7 hours late for the scheduled appointment by a contractor who could not find our premises and was extremely unhelpful and could clearly not care over the phone.
We have cancelled all jobs now with PHS Compliance after 3 no-shows and poor communication. This entire exchange went on for over a month and in the end none of the work was completed and they failed to meet very simple requirements. Avoid this company at all costs.
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We help more than 2000 customers manage their built assets with asset data capture, statutory testing, planned maintenance and M&E installations.
