Stupidly confirmed a booking with them to fix a boiler, and asked for a breakdown of the pricing (they never sent over - we got a quote with it all combined, no breakdown). Called and canceled the appointment within 2 hours due to the lack of breakdown, and was told by two people in the office - on two separate occasions - that the refund is being processed and that's "not a problem". Fast-forward two days and I've received an e-mail saying that we will not be getting any of our money back, and have nothing to show for it due to the terms and conditions. That's fine, this is something companies pull all the time. Checked their terms and conditions and it turns out you do get a refund for labour, and we own the parts they bought for the job (if they did buy them in 2 hours EDIT - asked for proof of the order, 48 hours, nothing so far). More lies from them, or just incompetence? Would have been nice to have that breakdown of prices now, right? Asked them over the phone for a breakdown, to which they're charging x3 more for parts than the other company we went with, and x3 for labour (company we went we with said the job only needed 1 part, not the 5 that they claimed). Also asked to see how much they paid for them, the date they bought them, and confirmation in e-mail of what was agreed over the phone. None of that was sent either. In the same phone call was told we would now not be receiving the parts (even though they told me I own them) because we were looking into action with our bank, and that if the bank agreed with us "how do we know you'll send the parts back"? Interesting that issue of trust and terms agreed only matters when it works for them. I think you can tell a lot from a company about how it treats its customers during a stressful time (no hot water during a pandemic in which no one can leave the house), and how they resort to terms and conditions to justify their actions, especially when the company doesn't even know it's own terms and conditions/gives the wrong info/promises to give a refund then doesn't. I haven't even got into the angry calls from workers asking why we cancelled, the hanging up on phone calls from people in the office, or the classic conversation of; - I've spoken to the managers and they can't give a refund - So what do i do now? - You can speak to one of the managers - Ok - Well, actually I'm one of the managers - You spoke to yourself then? Overall, whether or not you want to go into Terms and Conditions (companies have a two week cooling off period in place that they have to adhere to under most circumstances) or what prices should or shouldn't be (one company charges £170, the other over £700 hmmm) I would say; Save your time and money, and go with a company that is coherent and honest from the get go, and not one who changes their mind on a whim and blames their mistakes on other people in the office. The last thing you need from a business is phrases like "I'm sorry for your experience" "I completely understand" or "due to our terms I can do nothing", and pick a company that actually has compassion and doesn't fire off company lines of it's money grabbing owners during a pandemic.