Terrible experience. I'm a landlord and booked them to check the tenant's freezer. The engineer showed up for 5 minutes, says that he didn't have the right tools to open up the freezer to determine gas type and there wasn't a model number. He said he will pop back in but never did. 2 weeks later I rang up and was told "the freezer was of the wrong gas type" and I would get a full refund. Then I got a call 30 minutes later, saying that the engineer was onsite and asked for a payment for parts??!!! I thought things have been turned around and paid for the parts. This is where things went beyond belief, a few hours after I paid for the parts I received an email saying the extra parts payment has been refunded. I queued over an hour to finally get on to customer care team (note that they put you on Customer Service queue first then explain Customer Care is a different team, jokers). I was told the following: - The second charge (for parts) was a mistake, it was for a different customer hence they refunded it. - The will not refund the call out charge for the first one because the "freezer gas is too old" - although the engineer said he didn't know the model number and didn't have the tool to open the freezer to determine gas type onsite. Clearly it was a made up report to save him a return visit. So all in all, I lost £79 call out charge. Not a big deal for a landlord but shows you how little control the company has over his contractors. Avoid like plague.