Anonymous
After my British Gas Homecare cost kept rising I tried SSE. The first problem was the engineer didn't turn up to conduct an initial inspection having already cancelled the first appointment. After complaining I was given a sincere apology and it was put to bed. My annual inspection comes around and I get a call from Lanarkshire Gas. I thought perhaps SSE were a bit busy so began outsourcing. The female engineer was polite and told my wife "a part needs to be replaced but it's not urgent, they're just doing it on all boilers". Within a week or so the boiler began losing pressure. I noticed a leak coming from the boiler so re-pressurised it and phoned SSE. They were quick enough to action the job and said someone would be in touch shortly...which I thought was weird. An individual phoned from a mobile and came out within the hour. He said to my wife "so you have no hot water"...errr no. Anyway, he did some work but was so quick to leave my wife didn't catch the full explanation. Luckily he phoned me in advance of the appointment so I telephoned him and ask if he had fixed everything. He explained he found the leak, repaired it and re-pressurised the boiler. He claimed not to know about the last visit or "replacement part". I came home a few hours later and my wife advised the boiler kept ticking off. I tried to reset it and it indeed kept switching off. I phoned SSE again and was told someone would be in touch within 24 hours. This was 5pm at night and I have two children under 3. I explained this wasn't acceptable, ask to speak to someone or be put through to complaints but nothing could be done. The female explained she'd email for a manager callback. I phoned the engineer back on his mobile and he explained he needs a job to be issued to come out. He eventually got the job, came out and fixed a clogged part. Turns out SSE no longer have any engineers. They farm the work out to sub contractors who have no record of previous visits or problems. Their complaints line is supposed to be open from 8am to 8pm but is not and you'll always be told to wait up to 24 hours regardless of the issue. The call handlers cannot put you through to anyone and it is pot luck who turns up at your door. Granted I didn't have to wait that long but who knows what is happening with the replacement part or what records are kept about my boiler. Avoid. ps I'm still waiting on the management callback.
3 years ago
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