Sandra H.

Extremely disappointed with the customer service received and all I'm asking is that they complete my installation. I accepted a quote for a new boiler and decided to go for an electric boiler. Initially I was offered a 9k model which would have been insufficient for my three beds house. When I realised this they agreed to change it to the 12k model, which is fine. What happened next, the electrician came to complete the first part of the job and the heating engineer was meant to arrive the next day but he did not turn up. It was a Saturday totally wasted... I was phoned and told he was going to be a little late, then I was told by the office that they couldn't get hold of him. They sent an engineer to me the following Saturday and he then discovered asbestos in the old flu parts therefore had to stop the job and leave the premises, as couldn't touch it, this was overlooked and missed out during the initial survey. Impragas said that they would arrange for the asbestos people to come and take away the old flu as soon as possible
And then send the heating engineer again to finish off the installation, to date I haven't heard a thing. I have been promised call backs from the installation manager and these have never realised. I called many times and it is either an extremely long wait in the queue or they cut me off all together or they put me on hold endlessly. Not an update not even for letting me know that they are trying to sort a date out. I totally understand problems can happen on the way and they might not have any news for me, but customers should be kept updated and never ignored. They can do better.In desperation as I am not getting my calls returned, I spoke to Citizen Advice and have sent a recorded delivery letter seeking a resolution within the next 14 days I have the material in my house, pipes on the hallway floor and I'm still waiting for a date to get this completed. This situation is extremely frustrating. All I ask is that they finish off my installation, surely its in their interest as well as it is in mine. If they can turn things around and get this finally completed, I'll be happy to post a revised review, please Impragas, return my calls.