As a small family business we strive to uphold the highest of standards and once in a blue moon we just get it wrong. This is one of those times. The customer has raised several issues which i will try to address - We sent a surveyor (Gas Safe Engineer) to look at the job and test the water pressure, water flow rate etc and view the job. The customer was quoted a fixed price for the job and accepted our quote in writing, the job was booked in. When the engineer turned up, the customer called the office & requested that the surveyor fit the boiler as the customer had a contract with surveyor, not London Boiler Co, we made it clear that the contract was with the company not the surveyor. There was a problem with the programmer so replaced it with a better model. We have provided a timeline, we communicated in writing and phone, the customer did not respond after the installation when there was a request for payment. There was an incident regarding the incorrect processing of payment, as we were switching over to a brand payments system, we simply got it wrong. We apologised to the customer and sent them a bottle of Old Bakery Gin, a Gin which our engineers make (legally) in our office, it sells in Harrods & Fortnums. The gift was returned. The customer was rude to the office staff, there is need for that. Yes, it’s fair to say that our admin on this job was not satisfactory and should not happen again as we have amended our procedures.