Cathy Davis´ profile

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"Looking after your world"? it's ridiculous

As I will tell all my friends, do not use British Gas.
A BG engineer came to fix my boiler, he was on time and did a reasonable job. Good so far! I had been told while booking the engineer that if the work took over 30 minutes the fee would increase from £89 to £239. So I watched the clock carefully and was pleased and impressed that he had the whole boiler reassembled and working in exactly 29 minutes. The engineer did not mention the cost and nor did I as I assumed there was nothing for discussion.
He then spent 15 minutes doing the "your boiler's on the way out" sales pitch and getting a sales man on his phone to talk to me about a new one. I went along with this as I thought there was no harm in getting a quote. He left my house approximately 45 minutes after entering it.
To my horror about 2 weeks later I noticed on my credit card bill that BG had taken £239 as payment. When I phoned them up, they told me that the engineer had reported spending one hour working on my boiler. What a liar!
A whole month and 4 phonecalls later, I recieved my refund, but NO apology. In fact they rudely stated that the engineer HAD worked for more than half an hour but as he had not discussed the cost with me, they would refund anyway.
Apart from this incident, the sales man did come round to give me a quote for a new boiler. I got a few sensible answers but when I questioned the installation cost of £1250 he simply could not justify this. Is this the labour? Surely an engineer does not get paid that for one day's work? The sales man had no answer, because frankly this is a rip-off.

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Cathy Davis
United Kingdom