Tailored Plumbing & Heating (UK) Ltd

We are deeply saddened that you were not satisfied with the service we provided. The works were carried out in full, with no leaks reported from the bath or basin. Our engineer advised you that your stopcock was defective and leaking already when on site. Our engineer tightened the nut on the valve body and the leak stopped before he left. Your husband telephoned and advised that the leak had started again. We confirmed that the fault was not caused by our engineer and that this stopcock was not part of the original works, however we were happy to return, but the visit would be chargeable, as the issue was not due to the engineer’s work. When we require to turn a stopcock and find that the stopcock is defective, it is not our responsibility to repair it. In conjunction the stopcock in question is part of the riser, which if replaced would affect your neighbours supply and without notification to your neighbours, it is our policy to not replace it. Our agents and customer relations team called and emailed you but your husband repeatedly swore and shouted down the phone. We do not tolerate abusive behaviour towards our staff.

Dear Customer We are disappointed in your comments, as you have been a repeat customer of ours for some time. We have reviewed your comments and responded to your feedback via email on 30.5.22. A boiler service and gas safety inspection were requested and took place on 26.5.22. A boiler service is for maintenance only and does not cover repairs. Our engineers are allocated enough time for each appointment slot based on the customer's request at the time of booking. At this appointment, our engineer completed the works requested but found that your boiler's condensate pipework was not connected to the drain. This was not unsafe for the appliance and this was explained to you by our engineer and customer service operative, however, you requested for it to be resolved and agreed to a fixed quotation for the works to be carried out. Our engineer then re-attended as per your request on 30/5/2022 and rectified the issue with the condense pipe at the agreed fixed cost. Throughout the entire process, you received the services you requested and were charged the agreed quoted cost. The cost to repair the pipework would have been the same if the engineer had carried out the work on the same day or another day, however, if he did carry them out on the same day he would have been late for another customer's agreed appointment.