Complaint Review: Domestic & General

We bought our flat in Isleworth around March 2010. In December 2010 our boiler stopped working - we could not get any hot water. the heating was fine. We looked around for possible repair men. And we found the Domestic and General company online. They were offering the cheapest one off call out repairs and also the cheapest monthly cover at the time. I had been fluctuating with between them and British gas but decided on them to save money.

Now our flat we have a Gledhill integrated system (boiler) that controls our heating, hot water and gas I think. The problem is that there is also a potterton thermus or boiler much smaller that is connected to the Gledhill system. In other words the Gledhill controls this Potterton boiler that heats our water in the flat. Now when we called out Domestic and general in 2010 they looked at both boilers and then replaced a small part on the potterton boiler. And everything was working fine until February 4th 2012. The same problem occurred. We were getting no boiling water in the flat but our heating was fine. So we thought that this was a easy task for this company to sort out. Especially since we were loyal customers who had a protection plan with them and was paying 15 a month.

We rang them on saturday and sunday and got no response. We kept getting the message they were extremely busy . Finally got them on Monday after almost an hour of waiting. They arranged an engineer to come out on Wednesday despite protest for a quicker visit. The engineer turned up on Wednesday lokked at the Potterton boiler claims it was working fine and that the problem was with the Gledhill system that they would not be able to repair. I explained to the engineer that the potterton was not working fine as it lights up for like 5 seconds at a time and then chips out and we have not been getting any hot water. I explained also that the last time they visited us they inspected both boilers. He left like a minute after he visited explaining to me that he was going to call the company and arrange for them to get engineers who could work on the Gledhill and if they did not have any would get the company to go through their insurance to get the appropriate repairs done. However I felt this to be strange as he left without telling me what was agreed to be done.

 So I contacted them again and this time was told they would not be able to fix any other boiler than the Potterton and that I was only covered for that. After close inspection I did realised this was the case in the documentation plan. However after talking to British gas about new cover a again realised that the potterton was always linked to, and controlled by the Gledhill boiler. Which i believe this company was fully aware of. And I do believe they are rogue company. I would like your help if its possible to get back all my money I paid in thos protection plan that I believe is void. Also would like to expose them for their unethical behaviour in this case.

One other thing after trying to talk to three different representative in the company, I decided to make a complaint. Spoke to someone called or who claimed to be Alicia at about 11:25am on the 08/02/12, who all I can say is a right thug. She basically was very rude and tried to bully me on the phone. When I ask to terminate the plan she became angry and explained I might have to pay cancellation  fee or pay for the engineer visit today. I explained to her that I would rather to go court.