One of the worst companies I have ever encountered for customer service and communication. I took out boiler and radiator cover earlier in the year... One of the worst companies I have ever encountered for customer service and communication. I took out boiler and radiator cover earlier in the year and in August my living radiator broke. An engineer attended and said this couldn't be repaired but he would order a new one, which took nearly two months to arrive. At this point I was charged my £60 excess for the job. When the radiator finally arrived in October, an engineer attended and said it was a two person job to fit and I'd have to reschedule the visit. He rescheduled the visit for two days later, at which point another (solo) engineer turned up and said the original engineer had ordered the wrong size of radiator and it would have to be replaced. This took a further week, with no living room heating and a child in the property. When the correct radiator finally arrived, a third solo engineer turned up, and once again said he'd have to reschedule as it was a two person job, unless my husband was able to help him! We're now almost into November, so my husband helped as we can't go without heating any longer. I then received an invoice for my excess, despite having already paid it, and £120 (twice my excess!) was deducted from my bank account. I tried to download my invoice to see why and the invoice conveniently won't download. I then spoke to customer services who referred me to the invoice team, who never seem to answer their phone. Overall, we are down a mystery £120, three days wages have been lost waiting around for engineers who seem unable to communicate "2 person visit" or measure a radiator, and my complaint is still waiting to be addressed by the "escalation team." Horrific customer service and would avoid at any and all cost. Edit to add - Finally spoke to the invoice team who confirmed it was a mistake but will still take 3-5 days to refund me. Messaging on Facebook as per the response to this review takes you back to a virtual assistant and begins the entire process again, no one assists with a specific issue and when you query this you are told they have 8 weeks to process a complaint. Meanwhile I remain short 3 days wages and £120 in incorrectly billed excess charges. Edit to add - One month on and I've had an email offering £70 to compensate me for my £300 financial loss, significant loss of time and even more significant emotional distress. The complaints manager, Ryan, takes over a week to reply to emails each time. I can only imagine this is because he is dealing with so many complaints. I have now escalated to energy ombudsman and would advise others to do the same. Read more Read less

Good customer service and satisfactory experience