I received a notification about my annual service scheduled for January 15th, with an engineer expected between noon and 6 PM. We waited all day without heat, and like many others, no engineer showed up, nor did we receive any communication. I understand emergencies take precedence, but we should have been informed. Attempts to access their customer portal failed, and my follow-up emails received only automated replies. Their standard response to other complaints seems like a brush-off. I dread to think what would happen in an emergency; we would be left in the cold. I pay a monthly fee for service, and I'm now canceling my direct debit. This company has taken enough of my money without fulfilling their obligations.
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