The Earlsdon Heating Company Ltd

Thank you for your recent review Mr Reed We were called to attend to a boiler service, gas fire service and with a repair note that you were having to top up your boiler quite often. On inspection there were no leaks found within your boiler or on any pipe work that was visible. The Engineer reported that service was carried out as per manufacturer’s instructions, with all readings within the correct parameters. It had been mentioned to the engineer that it sometimes takes a while for your fire to light, on inspection, he noted that the lever was very stiff to use, so in a gesture of good customer service , it was loosened to make it run easier. It was not left in a state that it deemed the lever unusable , it was left allowing the operation of the lever easier to use. It was noted on your paper work that the oxy pilot was starting to fail – this was apparent form when testing and the delay in time that it was taking to light the fire. You clearly state in your complaint that “you needed a part costing £150 before we would come out again “ the £150 was regarding a no obligation quote to supply and fit a new oxypilot, and this was given by Karen the Service and Break Down Manager. It was most definitely not a case that we wouldn’t come out again if this quote was not accepted like you insinuate. You were not happy with this quote – and called a different company to fix this issue, however we were not given an opportunity to re attend your property, and we have not been presented with any paper work to state what works this other company did for you. You say that it was to do with the placement of coals at a cost of £20.00, so as a good will gesture we reduced your bill by this amount. On your complaint you also say that the fire is still working 3 months later, the engineer diagnosed that your oxy pilot was beginning to fail, and although so far it hasn’t, he felt that it would in the near future and this is why a quote was raised. We appreciate your feed back, but feel that your complaint is a little unfair and inaccurate. We have fully co operated with you and continued to give you advice on your ongoing issues. The Earlsdon Heating Company