“Had a boiler service which was done satisfactorily, it did stop for the first time a week later (coincidence?) a reset sorted it. Our problem came when trying to pay the bill, call one the "lady" who does that is not in, second call seemed all good. Then we got billed twice -lucky we check the statement- another call, got sent a cheque as a refund. Then get a letter asking us to contact card company as payment had not gone through, card company said all fine. Another call to Medway to be insulted that we had not paid our bill, it was all our fault, awful way to treat a client NO recommendation”
Verified by Staff
– Customer in Portsmouth ( 1 ) 10 November 2016
Response from Medway Heating & Plumbing:
We are disappointed to have received this feedback from our customer. We always welcome customer feedback good or bad however this feedback is completely unjust. We completed a boiler service for this customer in November 2016, the customer paid on debit card. We then had a letter from our Card payment provider to say the funds had not gone through and to contact the customer. We contacted the customer to let them know payment had not gone through, they insisted it must be a mistake our end and asked us to contact their bank to see why the payment wasn’t released. Our accounts manager spent almost six hours over four phone calls to the customer’s bank trying to resolve this for the customer with no joy. We contacted the customer to explain the bank wouldn’t deal with us and only the customer could authorise this payment. After several phone calls and letters to the customer we finally received the payment in March 2017 – 5 months from the job completion. We went above and beyond the call of duty as we do for all our customers to resolve this issue for the customer so to receive this feedback is very unfair.