Simply put, they did not turn up. My boiler broke down, so I called in. They wanted £75 up front as my boiler is more than 11 years old, so I paid that. Day #1 I was meant to be phoned prior to the engineer arriving as I was at work not far away from home. No call. I find out later that the Engineer said he went to house but no one was in. Day #2 Someone was home all day but same thing: No call, no engineer. Engineer again said he turned up. It was freezing outside so I managed to get the boiler fixed from a 3rd party. I thought I'd therefore get my £75 back at least. No way, it gets worse. They say they wont give this EXTRA cash back on top of my premium because the Engineer TURNED UP! Outrageous. They also haven't serviced the boiler once, which British Gas do every year. I was a fool to change over.