Venky
Appointments rescheduled twice. Weather being the excuse. When i called them up this morning, they mentioned that I am 3rd in queue. So it means they were doung rounds in this weather(no snow and london and surrounding areas are normal). They just don’t want to work. Avoid them and go with British Gas. I regret I am having to stay on with this company for another year as I paid for my appliance insurance. Extremely unprofessional!
3 Helpful Report
Posted 1 year ago
Dear Venky,

We are sorry to hear that you feel that we had let you down. It is rather inconvenient without a washing machine and understand that you feel disappointed.

Both times we had to reschedule was indeed as result of the weather. The engineer who had the part and was meant to visit you lives in an area which is not only hilly but severely affected as well.

You are right, you were 3rd on the list but the engineer had not even started as he could not make it out of his area. We were hoping that the weather will allow the engineer to set off (even though with slight delay) but the conditions even worsen. Some of us stayed in and could work from home and while outside may seem rather normal that is not the case few miles away!

On both occasions we got in touch as soon as we ascertained that we wouldn't be able to see you and did what we could to keep you informed!

These are exceptional circumstances and we all experienced disruptions of some kind. Our fleet runs on normal tyres which is rather challenging in these true winter conditions. In a normal circumstances we would not have let you down at all! Some engineers managed to do certain jobs but could not pass certain areas (hilly parts, tricky junctions etc) leading to running ok for a part of the day and not being able to visit some customers.

We did our best trying to see as many customers as we could and we had been keeping the rest informed, including yourself about the progress. We hope that you’ll see pass the unforeseen circumstances and see that we’ve done our utmost.

Regards,

Domex
Posted 1 year ago
Domex Appliance Services is rated 4.78 based on 826 reviews

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