Today your engineer refused to carry out our annual boiler service citing that he has an "ulcerated leg" and because we don't have a fitted loft ladder. Despite this British Gas, Home Serve and others have carried out work at our property with no issues previously using their own ladders. Before the appointment, my wife made it clear to your "engineer" the boiler was in the loft, at this point the engineer began making excuses. Please do not send him back nor waste our time. We have registered a complaint today, but we have already lost faith and will be cancelling and just paying a local firm direct to carry out the work.