Serviceteam Ltd

Deepal Dharmasekara booked an emergency Out of Hours boiler breakdown visit over the weekend. He chose a same day emergency Out of Hours visit within 3 hours. Our platform clearly quoted him £126 + VAT and confirmed at the point of booking by receipt of his card details to pre-authorise payment. Deepal was fully informed throughout leaving him in control of the decisions he made. Serviceteam arrived within the agreed time slot – our engineer found the boiler had several faulty parts. Due to the boilers age (circa 20 years) and condition it was agreed the best option was replacement. Our price of £126 + Vat for an emergency Out of Hours visit is competitive compared to industry norms. Deepal has not disputed or complained of our advice, findings or the service provided. However, he feels retrospectively that he should not pay for the pre-agreed Out of Hours visit which included the service/advice given it was agreed replacing the boiler would be best as opposed to repair. A site visit was necessary to determine this. We have offered to cover the costs of a 3rd party ombudsman to review his complaint and will honour the outcome. Deepal has not yet agreed to take up this offer. As a result of the query our booking platform was reviewed by “Which?” who found no issue with our pricing. We regret that we didn’t achieve 100% customer satisfaction in this case. However, serviceteam’s numerous positive reviews demonstrates our price openness and service levels.