All reviews of Andy Edwards
Review about: Hometree
Boiler and heating care
This was all set to be a 5 star review….until…..
As a brand new customer, my boiler was due its service on 29th January. The day and time came and went with no sign of an engineer. I rang and was told his van had broken down. Annoying as I had lost an afternoon of work but these things happen. The engineer arrived at the new time in a private car with his wife waiting in the passenger seat. He was here no more than 15 minutes and I received the report by email; except that, apart from the correct name and address at the top, the report was completely blank! I phoned to question this and was sent a new one with, what I can only guess was fictitious, data and measurements.
On Monday 23rd May our boiler started leaking - badly! I phoned and booked an engineer who came on Thursday 26th May. Communication was excellent, the engineer first class and thorough but diagnosed parts were needed and had to shut the system down and issue a warning notice until he could return to fix it. No hot water or heating was not a problem as we were due to be away until Thursday 2nd June anyway. I explained this to the engineer who said that Thursday afternoon of 2nd May would be fine for him. I received a phone call from Hometree proposing Thursday 2nd June between 12-4pm. I said this was perfect and received a confirmation email and text. I was very impressed and gave them an excellent rating on their internal survey. I received a phone call from the ‘customer satisfaction team’ as,I guess if I was willing to leave a Trustpilot review. I agreed but said I wanted to wait until the entire process was over but that it would be very positive providing nothing went wrong.
I rushed back early from my holiday to be back at home and ready for the engineer well before 12. At 11:46am I received a text saying that my engineer visit was booked for Saturday 4th June! WOAH! Not good. I phoned again and was informed that….wait for it…. the engineer’s van had broken down! Now highly suspicious and extremely unhappy. Apparently there was nothing they could do and so I now have to write off an additional day due to their utter incompetence.
I wonder if the ‘van broken down’ excuse is common? I did receive an email apologising that the van had broken down and that the engineer was waiting for a ‘curiosity van’. I look forward to seeing what one of those is!