British Gas note

British Gas note with incorrect time

Our boiler broke down and we had no hot water in the house. We called British Gas and booked an engineer to come and have a look at it. They said someone would be here at any time from 13:00 to 18:00, and because I work only 5 minutes from home, I asked if the engineer could call me on my mobile when he was on his way. Well, it never happened. I got home and there was a note on the door from the engineer saying he was here at 14:00.

I called British Gas again on the number provided on the card and had to book another appointment for the next day, this time between 8:00 and 10:00. Since it was only two hours, I decided to take no risk and wait at home. At 10:00 I called British Gas to find out of the engineer’s whereabouts, and apparently he was stuck at his other job and would be late. Because I didn’t know how long that was going to take, I asked to be contacted on my mobile when he was on his way and went to work. This time he did call me at 10:20 saying he would be at my house in 5 minutes (just the right time I need to get home, I thought). For my surprise, I encountered another card on my door saying he had been here at 10:30!!! How exactly I don’t know, because I was in the house calling British Gas at 10:30!!!!

The girl on the phone contacted the engineer who had the courage to say when he called me he could hear a dog barking on the background, but when he arrived nobody was in. I do have a dog, but I can guarantee he wasn’t with me at work nor my work colleagues were barking on the background!!!! She then said she could read on his notes he was here at 10:26. So why did he write on the card left at my door that he was here at 10:30? Well, she said, there might be a clock difference. What? You mean a difference on his own clock? She also said he had no obligation to wait (in this case a couple of minutes) and the conversation ended with her saying – on her own words – “That doesn’t really matter. What matters is that he was at your door and you weren’t there”. I bet you they don’t talk to you like that when you’re joining them.

After such a rubbish service, I realised British Gas wasn’t really keen in helping me and my only alternative was to find an independent engineer. Without any effort at all, I found a really nice turkish guy who came in just an hour, fixed the problem and charged me £45 for something British Gas would have charged £210!!!

I’ve decided to cancel my account with British Gas and find a company that doesn’t use the “Am I bothered?” and “Computer says no…” policies. And I hope you do the same!