Serviceteam Ltd

Dear Jennifer, We are grateful that you have taken the time to contact us regarding your recent experience with Serviceteam, it’s appreciated. Of course, we are extremely disappointed to have received a one-star review from you, as we take great care and pride in the level of customer service we deliver, which can be verified and referred to on our customer feedback platform. The vast majority of cases refer to our professionalism from our site and office-based staff. Whilst we can appreciate your disappointment/frustration that Jader could not complete the repair within the 1st hour, this was due to the replacement parts having to be ordered (on a next day delivery from our supplier). Our business model includes a fully staffed head office, we are VAT registered, have several millions £’s of public insurance liability, offer guarantees for all works completed etc. Comparing us with a one-man band/sole trader we are never going to be cheaper than them, but you do get peace of mind in the unlikely event of something going wrong. I can see that our Customer care team have been in touch with you directly to discuss how we can leave you feeling more satisfied. Kind regards, Serviceteam

Hi Claire, as a successful company we are guided by the many positive reviews complementing our efficient booking system, value for money and the courtesy afforded by our administrative team. This approach is reflected on our WHICH Trusted trader platform. So, we were surprised to receive your review. Sincere apologies Claire if you felt the works were overpriced. We do offer a Free Of Charge quotation for smaller jobs if photos can be provided, which we did offer but you declined preferring to spend time on site with our tradesperson. Our engineer found rather than simply replacing the tap our engineers are requested to quickly survey surrounding areas to highlight and potential future faults such as replacing the sink and applying siliconing so works can be completed confidently and be signed off as being leak free. Good quality locks are expensive/we don’t like to cut corners with people’s security and safety. The guttering requires a considerable work and time (all above ground level) to remedy. I can see we offered an ex gratia 5% discount however, that was our best offer. We are sorry that we did not meet your expectations. On the plus side as we do not charge on an hourly rate, you were in full control and able to reject the quote which was your preferred choice. Whilst we do not professes to be the cheapest or the most expensive our customers always know what our services will cost in advance. We wish you all the best with your maintenance work in the future.

Dear Neil, Many thanks for your constructive and balanced review. We appreciate the issues you raise and we are genuinely sorrow that the quality of workmanship did not meet your expectations. As a busy, growing company, fulfilling the expectations of our customers is of paramount importance to us. Generally, we achieve a high level of customer satisfaction and greatly value the loyalty of many of our customers. As you kindly suggest we were more than willing to return and remedy any issues and sincerely apologise that in this instance we did not achieve the results you desired. As a gesture of goodwill we would like to offer you an annual boiler service, free of charge. Yours sincerely from SERVICEDESK

We were instructed by EDF Energy to complete an annual safety check on James Klotz’s gas appliance. We found his boiler in a condition referred to as “Immediately Dangerous” reflecting Gas Safe Regulations/recommendations. The boiler's metal casing had been removed (not good) and replaced with a timber surround! The seals likewise had been removed allowing life threatening gas to escape into the room. We've not seen a boiler in such a dilapidated and dangerous condition as this. Our duty of care was to advise James Klotz and EDF (in line with industry safety regulations) that the boiler was ‘Immediately Dangerous’. A written job report was provided to James confirming the boiler was not repairable and due to age and its dilapidated condition (circa 20 + years) we could only recommend its urgent replacement as our duty of care. James challenged our engineer’s diagnosis and can only assume his frustration stems from the condemnation of his boiler? His expectations were that the boiler could be repaired (wrongly) free of charge under his insurance policy. Until James replaces his boiler and for safety/health reasons, visitors should avoid any invitation to visit his property! However, we regret not reaching 100% customer satisfaction. We arrived within the agreed arrival slot, completed the safety check in accordance with gas industry guidelines and stand by the advice given in the interests of personal safety. We've also offered an independent assessment free of charge.

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.