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“Disgusted with customer service”

written by Hanna120 on 31/10/2014

We had a sales man call at our door in early July and after having a long chat, we decided to go ahead with having new gutters fitted to our property under the gold account pay monthly scheme.
We arranged to have the gutters fitted at the end of August.
The day before they were due to be fitted, we recieved a phone call from them saying that they would be unable to attaend as "the fitter was throwing his toys out of his pram".
We arranged a further installation date in October and my husband booked the day off work as he was told he would need to be there to sign the paperwork, being a pay monthly account.
The morning of the installation we recieved a phone call informinging us that they were a day behind due to bad weather and so would be unable to attend until the next day. Being that it was too late for my husband to cancel his day off, he had to book another day off the following day for the installation.
The following day we received a phone call saying that their van had broken down in Fareham and so they could not make the appointment again. We were very confused at this as one of the reasons we had gone with Anglian is that their site was around the corner from us in Bournemouth and so we could not understand why we would be expecting a van from Fareham.
At this point we asked to speak to the mananger as we had been messed about and my husband had now lost 2 days holiday.
Carl Fletcher called later that afternoon and we missed his call.
We called him back later in the afternoon and were told by his secretary that he would return our call. He did not.
The next day we called again, left another message and again he did not call back. When we called a third time, we eventually got hold of him only to realise that he did not have a clue who we were or why we were calling him! We explained the situationa and seemed to get a little sense out of him. He then agreed to reduce the installation price by £200 and it was re-booked for the 24th October (a Friday).
On the day of the installation we had heard nothing, nor seen anyone by 12pm so my husband called the office.
He was told they could not get hold of the fitters so they could not advise where they were. After several phone calls chasing and a promise from them that the fitter would be with us by 1.30pm we eventually saw the fitters at 3.30pm.
The fitters then advised us that they had informed the office that they were half a day behind two days earlier so the office knew exactly where they had been. Had the office informed us of that we could have re-scheduled and my husband could has cancelled his days holiday.
They also advised that they only worked until 4.30pm and did not work over weekends. My husband asked how much work they could get done in an hour and they suggested that they could get the scaffolding up and remove the gutters. Obviously my husband said that we would rather not be without gutters and with our roof exposed for an entire weekend and suggested that it would not be worth them starting. They said they could return on Monday to fit them (meaning a 4th days holiday lost) and my husband advised that he did not want any work to be done before he had spoken to the manager again as at this point we were completely disgusted with the service. The fitters went out to their van, called the main office and came back to advice they had spoken to the receptionist and that we should expect a phone call from Carl Fletcher within an hour. That was 7days ago. We have still not heard from Carl Fletcher. We have now decided not to go ahaed with the installation as the customer service has been so poor. They have cost my husband 3 days holiday that he cannot claim back and had they called us the night before each insident, he could have cancelled his holiday. On monday my husband called the head office and made a complaint and asked that we have or £100 deposit returned. They advised they would look into the complaint and contact Carl Fletcher who would in turn contact us. That was 5 days ago and we have since heard nothing from Carl Fletcher or the head office regarding our refund. Im am utterly disgusted at their lack of customer service being that they are such a large company and will proceed to spread the word of mouth on any forum and to any person whom i come across. Needless to say, we will be getting our gutters done by someone else