Serviceteam - www.serviceteam.co.uk Reviews

Serviceteam - www.serviceteam.co.uk
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★★★★★
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“Very polite and professional ”

Written on: 05/02/2013

I had these guys round today to look at my boiler as it was not heating up my water to a very high temperature. I have to say the experience was refreshingly good and so I felt I should give praise to them as I was so impressed. The call centre staff we're knowledgeable, I got a text and an email to say when they were coming and the engineer was on time and a really nice guy. The fix was a lot simpler thank I expected and I was charged just an hours labour. I'd recommend them if you need a... (read more)

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★★★★★
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“They just got me out of a right fix.”

Written on: 26/01/2013

Well what can I say. These people really got me out of trouble. After my previous tenants walked off with my Gas Safety Certificate which was kept new my boiler I really needed a new Certificate TODAY!!!!! I have new tenants moving in lierally now as I write this and I needed this certificate beforehand. I could not get hold of the company who done it originally for me and almost had to postpone the tenants moving as I was struggling to get this done today which would have cost me money. I... (read more)

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★★★★★
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“Very good London plumbers”

Written on: 18/01/2013

I'm now living in the States and have been for several years, but I rent my flat out in Kensington. The boiler packed up and I found Serviceteam on Bing. What an amazing service - they could give the Americans a run for their money. I did the whole order over their website - I never spoke to anyone! I don't know whether all the plumbing companies are like this in London now, but I'm amazed the technology has moved so far forward even in plumbing. I will use them again. (read more)

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★★★★★
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“A great experience”

Written on: 15/01/2013 by Johnson1979

I guess not everyone gets it right all the time by the look of the two trolls! But all I can say is I had a very good experience with them yesterday when they changed my ceiling lights. No nonsense, not the cheapest but you get what you pay for. I would certainly use them again and I have already recommended them to my friend. (read more)

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★☆☆☆☆
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“Find another company!”

Written on: 04/01/2013

I called in an electrician from Service team to come and look at my underfloor heating. I was told they would be at my home at 8am, they arrived at 840 am, without any call to confirm they were running late. Calling the office at 815 warranted no explanation 'I can't see his schedule'. The electrician arrived, and was very friendly and seemed knowledgeable. He quickly identified the problem and called a shop to confirm the price for a part (£100 + vat). He went off to pick the part up,... (read more)

Serviceteam's Comment

Written on: 16/01/2013

Dear Kimberley,

I am the marketing manager at Serviceteam and I would personally like to offer my sincere apology for the mistakes we made with your electrical repair.

Having spoken to all the parties involved internally, we have let you down.
You should not have been charged for the time to return and collect a faulty part.
Also, you should not have had the problems you experienced in contacting your account manager.
Your refund should have been made immediately.

This is not how we do things at Serviceteam and I have spoken to the account manager involved. He has been disciplined and the whole team is having another refresher course on customer service.
Things don't always go right when you do as many jobs as we do every month, and regardless that it occurred over the Christmas period, we don't want anything like this to happen again. We need to meet problems head on.

That said, this incident is not a fair representation of how we do things generally. The results from our telephone sampling reveal that over 95% of customers would use us again - we are not the bad guys.
We are trying very hard to offer a great service in what is traditionally an industry with a very bad reputation for service.

We have already refunded you the mistaken amount..
But by way of a further apology we have made you an offer to refund you the entire invoice.
That means that we'll pay for repairing your electrical problem - both the parts and the labour on the job.
We hope you think that this is a fair offer.

Now, moving onto the several reviews you have made in the public domain about our company.

We respect your right to air your opinion and we are determined to learn from this and make our service better for our customers.

However, I feel that some parts of the statements you have made are not correct. I understand that you are angry, that you want to hurt us and we have only ourselves to blame for that but I would like to draw your attention to this statement:

'I was told they would be at my home at 8am, they arrived at 840 am, without any call to confirm they were running late. Calling the office at 815 warranted no explanation 'I can't see his schedule'.'

I'm sorry Kimberley but we were not late for your appointment, we offer two hour time slots - in your case that would be from 8am to 10am.This policy is clearly indicated on our website and is a policy we have adopted since our inception.
You were informed of this as we have listened to the recording of your initial enquiry. If you did not take this information in, I'm sorry but I don't know how we could have made it any clearer. The 2 hour slots are there so that we are not late for appointments because we never know how long the previous job might last. I think it's important for me to point this out to our potential customers reading this review.

Secondly, we have now spoken to you - and apologized on five separate occasions about this matter privately and therefore your statement:

' weeks later, STILL no refund. I have called repeatedly, with no answers. My 'account manager' called me yesterday offering a refund of half the invoice if I were to remove this review! I have called several times today but have been unable to speak with my 'account manager' or the general manager. Honestly, find another company to use, I've since used the London Handy Team and found them to be far better in every respect.'

is a little unfair. In fact at the time it was posted on the 4th of January, our records show that we had in fact spoken to you on four occasions. The office was in fact closed from the 24th until the 2nd of January. That is not an excuse because you should have had your refund before that but I can assure you we weren't avoiding your calls at that time - we simply weren't here!

I know our Managing Director has written to you to express his personal apology for the incident and an offer for a full refund which I'm sorry to say you have so far refused.

I would certainly like to bring this to a close and so I would once again like to apologise to you and if you there is anything further you would like to discuss I can be reached on 0800 599 9750 or email me at steve@serviceteam.co.uk

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Serviceteam's Comment

Written on: 16/01/2013

Dear Kimberley,

I am the marketing manager at Serviceteam and I would personally like to offer my sincere apology for the mistakes we made with your electrical repair.

Having spoken to all the parties involved internally, we have let you down.
You should not have been charged for the time to return and collect a faulty part.
Also, you should not have had the problems you experienced in contacting your account manager.
Your refund should have been made immediately.

This is not how we do things at Serviceteam and I have spoken to the account manager involved. He has been disciplined and the whole team is having another refresher course on customer service.
Things don't always go right when you do as many jobs as we do every month, and regardless that it occurred over the Christmas period, we don't want anything like this to happen again. We need to meet problems head on.

That said, this incident is not a fair representation of how we do things generally. The results from our telephone sampling reveal that over 95% of customers would use us again - we are not the bad guys.
We are trying very hard to offer a great service in what is traditionally an industry with a very bad reputation for service.

We have already refunded you the mistaken amount..
But by way of a further apology we have made you an offer to refund you the entire invoice.
That means that we'll pay for repairing your electrical problem - both the parts and the labour on the job.
We hope you think that this is a fair offer.

Now, moving onto the several reviews you have made in the public domain about our company.

We respect your right to air your opinion and we are determined to learn from this and make our service better for our customers.

However, I feel that some parts of the statements you have made are not correct. I understand that you are angry, that you want to hurt us and we have only ourselves to blame for that but I would like to draw your attention to this statement:

'I was told they would be at my home at 8am, they arrived at 840 am, without any call to confirm they were running late. Calling the office at 815 warranted no explanation 'I can't see his schedule'.'

I'm sorry Kimberley but we were not late for your appointment, we offer two hour time slots - in your case that would be from 8am to 10am.This policy is clearly indicated on our website and is a policy we have adopted since our inception.
You were informed of this as we have listened to the recording of your initial enquiry. If you did not take this information in, I'm sorry but I don't know how we could have made it any clearer. The 2 hour slots are there so that we are not late for appointments because we never know how long the previous job might last. I think it's important for me to point this out to our potential customers reading this review.

Secondly, we have now spoken to you - and apologized on five separate occasions about this matter privately and therefore your statement:

' weeks later, STILL no refund. I have called repeatedly, with no answers. My 'account manager' called me yesterday offering a refund of half the invoice if I were to remove this review! I have called several times today but have been unable to speak with my 'account manager' or the general manager. Honestly, find another company to use, I've since used the London Handy Team and found them to be far better in every respect.'

is a little unfair. In fact at the time it was posted on the 4th of January, our records show that we had in fact spoken to you on four occasions. The office was in fact closed from the 24th until the 2nd of January. That is not an excuse because you should have had your refund before that but I can assure you we weren't avoiding your calls at that time - we simply weren't here!

I know our Managing Director has written to you to express his personal apology for the incident and an offer for a full refund which I'm sorry to say you have so far refused.

I would certainly like to bring this to a close and so I would once again like to apologise to you and if you there is anything further you would like to discuss I can be reached on 0800 599 9750 or email me at steve@serviceteam.co.uk

Reply to this comment

Kims2013's Comment

Written on: 30/01/2013

I appreciate your comments.

Re the review and the perceived errors, the first point on the arrival time of your engineer. One of the main reasons, if not the sole reason I decided to go with Service team was because I was told I would be the first job of the day and the engineer would be on site at 8am. I maintain a full time job in the City, and cannot take endless time off to wait in for workmen. Upon arrival, the engineer even admitted that he knew he should have been at my house at 8am, but, and I quote ‘I thought nah, it’s too early (cue laughter)’. Whilst I agree that he did arrive between the hours of 8am and 10am, I fully expected him closer to 8am, than 9am, and would have expected my telephone enquiries to warrant a better explanation as to his whereabouts or ETA than ‘I can’t see the schedule, I’ll have to call you back’, followed up without a call back. To me, knowing I am the first job, and have time between 8am and 10am, would indicate an arrival time of circa 8am.

Re the “update” paragraph, I stand by my review. I have called your company numerous times, sometimes no one answers, sometimes I am unable to speak to my account manager, but assured he will call me back (he rarely has), sometimes I have called to speak to the manager to be told he’s in meetings for the entire day. It seems to me that representatives from Service team have only just begun returning my calls and taking note of my dissatisfaction because of the review I posted.

In this day and age, as you rightly pointed out, online, genuine reviews do sway consumers, which is one of the main reasons I posted the review. Whilst you may be right in pointing out that you have several hundred customers who could testify that you are a sound company, my experience has not been great. I apologise if you think my review is unfair, however, it is my opinion of your company, based on my own experiences with you. I have not in any way fabricated the review, or exaggerated my claims. The engineer visited my house on 14 December 2012, I raised a query on the following Tuesday or Wednesday the 18th or 19th December; I did not receive the refund until 9 January. I think three weeks is an excessive amount of time to wait for a refund given the speed in which you auto debited the full amount from my account.

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Serviceteam's Comment

Written on: 01/02/2013

Kim, we are happy to let you have the final word on this matter.

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