GasPlus Reviews 23

Reply from GasPlus

Apr 19, 2022

To add some further context to the review above, it has been omitted that we were asked to attend the property by the customers insurance company, not under the instruction of the customer themselves.
Insurance based repairs require the authority of the insurers before work can proceed and this can sometimes lead to delays on some occasions.
We were seeking to obtain the information for ALL the parts that may have been required, however our suppliers did not get this information back to us in a timely manner (despite our best efforts to chase up this information), for our suppliers’ failures we apologize and have taken steps to ensure they are better equipped to deal with the needs of our customers and clients.
Once we had received the information from the suppliers and the insurers had approved the repair, we contacted the customer to arrange fitting, where we were advised the appliance had already been repaired by a 3rd party without our knowledge. Whilst it is regrettable that anyone has to wait without heating and hot water it isn’t always as simple as blaming the engineers online as there are often factors beyond their control, such as supply chain issues, suppliers staff shortages and insurance company processes that can all have an effect on repairs.

Reply from GasPlus

Apr 9, 2021

Hi Mrs Pitman, Thank you so much for your kind words and honest feedback. We were happy to help and hope to see you again for the boiler service next year! Take care and please stay safe.

Reply from GasPlus

Jul 31, 2018

Sent out by customers insurance company to a water damaged boiler, which the insurance company then refused to repair due to a lack of maintenance in the last 7 years, estimate to fit parts and service the boiler provided and agreed. Water damaged parts replaced and boiler serviced but then further parts required, we recommended the manufacturers attend as this would be the fastest (and cheapest) way to get the boiler working again. As a goodwill gesture we offered to arrange and pay manufacturers cost, customer chose to pay and we agreed to refund the amount they charged him.

Manufacturers attended and repaired boiler (also confirming incorrect installation of appliance), however customer now wanted a full refund of all costs he had paid which was not what was agreed (in writing). Customer states they contacted Gas Safe (who advised there was no case for us to answer), Trading Standards (who have not contacted us regarding this case). Customer also raised a chargeback with his credit card issuer, this chargeback was declined, customer then raised a section 75 claim for breach of contract, this was also declined by the card issuer.

Customer has been refunded the agreed amount and has fully functional boiler.

We feel uneasy about being forced to respond in such a public manner, however the statement made by the customer is inaccurate (we did not cause any damage to the property, the boiler or leave it in a worse state than we found it). It is also missing crucial information (customer advised by Gas Safe and card issuer that there was no case for GasPlus to answer and any wrong doing was unproven) and therefore we believe it is a very misleading view of events and the service we provided.

Small businesses like ours rely on the good reputation we have spent years building and whilst not wishing to enter into a war of words we cannot allow such inaccuracies to go unanswered and risk damage to our good name.