“I contacted this company over a boiler losing pressure. The job sheet reads clearly: "Customer believes issue with diverter valve. However, wants diagnosis on all faulty parts before replacing diverter valve." The engineer came out, replaced the diverter valve, told me that was it, and left. However, the problem persisted over the weekend. Called the company again and they came out the following Monday, Feb 1. It took 15 seconds for the same engineer to recognise there was an additional faulty part that he had missed on the previous visit. Needless to say I was not happy. Rang his office to point out this was something he should have spotted the first time around and that I did not see why, on top of the inconvenience I had been put through, was being expected to pay yet another callout fee for him to return a THIRD time to fix it. The person at the other end of the phone refused to waive the additional callout fee, began shouting over me and threatened to put down the phone. Long story short, I had to get another company in to sort out the issue, which they did promptly and without any drama.”
Verified by Staff
– Customer in Hounslow ( 1 ) 28 January 2016
Response from Serviceteam Ltd:
The customer contacted us to inform us that he had instructed another “Non Gas Safe” company to diagnose a fault on his boiler. They advised him that a new diverter valve was required. He then asked us to quote for a replacement part. As we did not diagnose the fault we advised him that we could not guarantee that further works would not be required, (which was accepted by him) and the job booked for the following day. After successfully replacing the diverter valve and leaving him with hot water, he contacted us saying the pressure relief pipe was letting by. We attended free of charge and identified another faulty part on the boiler which was unrelated to the original issue. We provided a quote for the works, and explained that without “eyes on” the fault could not have been diagnosed over the phone, and therefore could not allow/include them in our quotation. The quoted works, were completed within 24 hours to a high standard. The customer’s complaint is based on his expectations that the additional works would be completed free of charge which was never inferred!