British Gas Home Care Membership Office Bothwell Road Uddington GLASSGOW G71 7UD
BREACH OF CONTRACT HOME CARE REF: 1907592 1878071- Ref: CHSR/M
I have tried desperately to contact you to complain about your appalling service but regret your call centre is unable give us access to your direct customer service email address or fax number. I found it impossible to access you on-line or through your website. Many in our age group would not even attempt to contact you via the website even if it was user friendly to senior citizens or anyone. All you website has is numerous negative feedback from your dissatisfied customers.
Your 0845 numbers are a pain - one has to hold on between 35 and 75 minutes to get a reply and even when one gets a reply it is quite apologetic but irresponsible and one is 'fobbed off'. Your engineers do not turn up as promised and it is a waste of time taking time off and waiting for them.
For example 0845 call centre after 75 minutes wait, Zahira was most polite and booked me an electrician 2 days later when we had a power failure. When the electrician did not arrive I phoned 0845 Janet (35 minutes wait) who was rude and did not know and when asked to put me through to her line manager, she cut me off. I redialled 0845 again and waited 30 minutes to speak to Zwan who said an electrician will be with me by 10.00 AM next day and will phone back to confirm. Still no luck - redial 0845 again and was put through after 40 minutes to Zahira who apologised most profusely for her personal confusion 2 days ago and gave me a reference number -134792998102 and again promised me that an electrician will call soon - no luck again. The next one I called was Alex Hayes and asked to speak to the head of the division. Similar request again to Julie Lancester at midnight of 04/01/09 who said the manager will call. Finally duty Manager Hasmukh (tel: 01162021241) called and apologised for the collective failure of British Gas over several failed appointments and over several days - then an electrician eventually arrived the same day but as he was unqualified so he promised to return with a qualified person and eventually rectified the problem. Alas it was done at a substantial cost of my time and phone costs, not to mention inconvenience to my family.
In order to complain about the above I phoned "Jackie" who could not understand the issues so she promised that a senior supervisor "Chairroyal Appleton" would call back to deal with my complaint but no such luck so far.
I have had a similar experience with getting a plumber through the auspices of British Gas's current contract and eventually got a private plumber to promptly fix my toilet for which I had to pay £45.00. Therefore, what use is your insurance? Why should I stay with Home care as you urge me to by your letter dated 13th December 08. Moreover there is also a discrepancy in the price which you quote in your letter £369.20 and the on-line price for the 400 cover at £324.00. Which one is correct? No one knows?
Are you prepared to compensate me for the substantial cost to me for using 0845 as well as dealing with your incompetent staff at your call centre and for your general breach of contract as advertised as well as guaranteed by your company?
Therefore, would you please now call me urgently, email me your fax, email and automated payment phone line? I refuse to use your 0845 number and block my line for hours to deal with this on going matter.
Alternatively, I would have to resort to the court service and lodge my claim.
Anver Jeevanjee
Cc: Age Concern
BRITISH GAS PO BOX 3055 EASTBOURNE BN21 9FE
BRITISH GAS PO BOX 3054 EASTBOURNE BN21 9FD
Complaints Management Team, British Gas, PO Box 3054, Eastbourne, BN21 9FD.
Andy Eley, Head of Complaints British Gas, PO BOX 1577, Southampton SO18 9EX,
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Feb 11th, 2009
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