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“Still waiting!!!!!”

written by on 29/12/2014

Following an initial assessment and then an EPC survey in August/September we were told that we could book a date for our free cavity insulation.... After hearing nothing (and chasing) eventually Mark Group indicated that an admin error had occurred and there was not an EPC on the property. We forgive this admin error (we are all human so we didn't mind too much) and they rebooked another assessor visit, EPC visit and instillation date (which was today 29 Dec). So in total we have now had 4 actual visits from 'Mark Group Staff' to do the assessments and EPCs. When no one arrived this morning to install the insulation, we phoned Mark Group and were initially told the EPC hadn't been done (we told them it has now been done TWiCE by Mark Group). They fobbed my husband off on the phone and so I called them back. They, once again, tried to fob me off indicating that an EPC had not been done to which I then informed the CUstomer Care Manager (N.D) that it had been done twice and I could actually see the EPC on the public website where EPCs are stored. He checked this publicly accessible website and then realised that another error had occurred. In addition to this, no one bothered to contact us to tell us we were not having the insulation today. Not only is this just the latest in a catalogue of errors by Mark Group, but I've also lost time off work and we are still without insulation. I've been told they will look into it ASAP (but wouldn't give me a definitive answer as to when my insulation would be done or when I would get an answer and after previous dealings with this company where we've been told this before, I am not holding my breath). Awful customer service from start to finish. Mark Group, you should be ashamed!