PA

Easy to book easy to find . Great price thank you . Happy

From the start of my order to finish the Communication has been Absolutly excellent .
Incredible customer service
And my boots are perfect thank you

Absolutely perfect the colours and Quality
Fantastic
Well worth the money

My on line order did not arrive in store . At no point was I informed of the delay .and I still have not heard anything

All good thank you . Knocked door waited
Handed package to me

Had a perfect trip . From booking on line in uk . Kiosk staff collecting my ticket . And on board . Boat spotless . Staff so nice . And the guide was Brilliant so much info easy to listen to answered questions . brilliant
Thank you . Uk . date of trip Thursday 12th 2.30 pm dec 2024

Had tex to say between 10 and 1 . Have tried calling Surprise surprise no one can take a call . I have been waiting on the live chat for 17 minutes . Is anyone actually coming out for my washing machine today . Your portal has been saying the same thing since 11 am that I am the 5 th call . I am self employed had the morning off booked the slot with you and no show .
Please do not ask me to contact you via social media as I do not have it this is my plan number . Yet again no show . You have my money and your service is diabolical . What excuse this time . Contact me please
CG70097675 . . Time 13.18 nothing still. Your robot chat . That’s as bad . Someone a human came on and I missed him . Great . Diabolical SERVICE. AND YOU HAVE THE CHEEK TO CALL ME THIS MORNING TO TRY AND SELL ME ANOTHER PLAN .
….REPLY TO YOUR MESSAGE .
Firstly IT WAS A TIME SLOT THAT I BOOKED . WHY GIVE THE OPTION IF YOUR NOT GOING TO STICK TO IT OR EVEN COMMUNICATE WITH THE CUSTOMER 17 CALLS I HAVE MADE TODAY TRYING TO FIND OUT IF AND WHEN THE ENGINEER WOULD COME IF AT ALL . THE PHONE OPTION SYSTEM IS ABOUT AS USEFUL AS A CHOCOLATE FIRE GARD . .
AND AS FOR THE CHAT THATS THE SAME .
LUCKILY FOR YOU YOUR ENGINEER TAZ CALLED ME WHEN I WAS OUT AND WAITED FOR ME. I WAS 5 minutes AWAY AT 14.42 HE EXPLAINED THAT YOU SHOULD OF KEEPT ME INFORMED AS HIS JOBS RAN OVER . . COMMUNICATION IS KEY
DOMESTIC AND GENERAL YOU HAVE A DUTY OF CARE A TEX A CALL WOULD Have MADE ALL THE DIFFERENCE. And REMEMBER NOT EVERYONE IS ABLE TOO USE ON LINE Even in 2024 . TAZ WAS GREAT BUT DOMESTIC AND GENERAL YOU LET YOUR SELF DOWN TIME AND TIME AGAIN . .
REGARDING MY RESPONSE IT DID NOT GIVE ME THE OPTION TO REPLY . SO
By adding MORE to my review was the only way . I COULD RESPOND
AS FOR YOUR REPLY I WOULDN'T CALL IT HELP-FULL …… . You can not speak to any one on that no . Useless

From start to finish everything went to plan . Solo Traveler . 18th December 23 / 9th feb 24
I booked a return flight to Australia and a stop over in Singapore on my return .transfers in Singapore from airport and collection back to airport . On time friendly . Hotel in Singapore great local too places I wanted to visit on my stop over
Sandra you made everything so much easier for me . Nothing was ever a problem and you always called me back if I had a question .
You are an absolute Gem and you know your stuff . .I would not hesitate booking again with you . And I’m already planning my next trip . Thank you .

Always polite happy .
Thank you

So another reply from Baxi regarding my review .
Call me talk to me .
No email has been received luckily . Have the keyboard warriors given up . And decided to use a telephone . I wait and see
This is your reply . And this time with no name. Do you actually No what’s going on
READ THE HISTORY OF THE COMPLAINTS AND THE FOLLOW UP FROM YOUR CUSTOMER SERVICE MANAGER .it might actually work .
You want me to reach out to YOU .
There is no communication in your office
Shocking . .talk to your Customer service
Manager . .

Kamila Follow up from your reply .
Does any one communicate in your office
Doesn’t look that way . ….
Do you just look at the review stars ?
Well this time it’s a 1 star just as it was starting to get better .I think you’re all keyboard warriors .
Kamila Please read my last review I have spoken to Sarahjane who I believe is the customer Service manager and actually took time out to call me . .

5th September 2023 Follow up to complaint . I have given 3 stars because The services I have received has dramatically changed for the better . . but I still feel that it should never have got this far and how long it’s taken has been incredibly stressful and upsetting .
Firstly thank you Sarahjane for calling me several times and arranging for my boiler to be Serviced this morning . The engineer called first then visited . Absolutely lovely Man did a full Service and a credit to Baxi I give him 5 stars .
He did a full Service . Put the heating on checked the thermostat which the other Engineer did not . And he also checked the parts that the previous engineer said had been replaced . he said That He DID NOT think they had been replaced . . AND HES AN ENGINEER. . That visited today .
So I do hope you are investigating this and does not happen to another Customer . I look forward to your call as promised after the engineer

It just gets worse . On going customer complaint
A4940450 . This has been going on for weeks and I’m so fed up with it . From a simple boiler service and the engineer not turning up . Then booking another engineer visit with his call lasting 20/25/ minutes to service the boiler not signing the service record . I’ve had to leave complaints on trust pilot for any one to take notice . Ive been sent by email a letter looking document saying a repair took place at the same time as the service . All in 25 minutes maximum . This did not happen I was there. . And at NO POINT DID THIS REPAIR TAKE PLACE . YOUR ENGINEER COULDN'T SAY ENOUGH THAT THE BOILER WAS INFACT IN EXCELLENT CONDITION ,ALSO ASKING ME TO RECOMMEND HIM WHEN HE HAD ONLY BEEN THERE A FEW MINUTES ALSO WANTING TO GIVE ME HIS NAME SO I COULD ASK FOR HIM IN THE FUTURE THAT WAY I WOULD NOT BE LET DOWN AGAIN . VERY ODD .ARRON As the calls are recorded you should have all this on the recordings .He was there 20/25 minutes Yet a REPAIR AND A SERVICE WAS MEANT TO OF TAKEN PLACE . IT DID NOT . Arron Smith From customer relations with response to your email today you said that this repair took place when the engineer did the service It Did Not . When you eventually called me last week which in all honesty felt like a argument it was awful only for you to say all calls are recorded my response was good I’m glad they are then they can listen too them and see how awful the call was . You also said that a copy of the service would be sent to me with the cheque of £30 as an apology . Yes I got the cheque but no copy of the service .
And now you’re saying YOU HAVE
arranged for the engineer to visit between 8- 10 am on 5th September 2023 to sign the service book which should have been signed then …. It can not be done before as he is on annual leave NOW . This would be the engineer who did the service and absolutely did not do any repair to my boiler . he should have automatically SINGED the service book in the first place . I also had to email you a copy to prove it had not been signed .
Will the engineer turn up? Your guess is as good as mine …. there was absolutely no repair on my boiler . I have contacted an independent gas service company and asked them if this so called repair that you said took place with parts fitted as well as a full boiler service could of been completed in that time your engineer was at my property in side my kitchen 20/25 minutes they responded .. it would NOT be POSSIBLE ..IN THAT TIME . . YOU SAID THE REPAIR COST WOULD Have BEEN COVERD WITH MY POLICY . THERE WAS NOT A REPAIR TO BE COVERED THIS DID NOT TAKE PLACE AND IT NEEDS TO BE INVESTIGATED.

AT NO POINT DID ANY REPAIR OF MY BOILER TAKE PLACE REGARDLESS OF IT BEING COVERED . . Certainly makes me wonder .. IF THE SERVICE ACTUALLY TOOK PLACE …. THIS IS EXTREMELY DISAPPOINTING BAXI AND WORRYING
I AWAIT YOUR REPLY ..
And once again I do not have face book or any social media . A direct call would be very much appreciated . As this is going on and on and on . And I am totally fed up with it .please Get this sorted

4A940450 ON GOING COMPLAINT
Todays date Tuesday 22nd August
This is a Reminder that I’m still waiting for your Call . Arran Smith .

Let Down Again ::: 4A940450; . Todays date 17/8 /23
ARRAN SMITH Customer Relations I am writing this as you have not responded to my emails or calls . I have left messages and also had AN EMAIL SURPRISE.. from Kamilia Czartolomna on the 27th July STATING SHE HAD REQUESTED YOU CALL ME THE FOLLOWING WEEK WHEN YOU ARE BACK IN THE OFFICE .SURPRISE YOU HAVE NOT CALLED ME …..THE FOLLOWING YOU ALREADY KNOW
Your customer service is shocking . .
Firstly your engineer not turning up for a boiler service yet again . He called me to say he was on his way but did not turn up only after I waited in I then called to see what was happening to only then be informed no engineer would be coming .
. Then to have a service re booked again after complaining .
Then the engineer not turning up until 9. 40 when I was assured that it would be the first appointment at 8am Only for your engineer to say he was in bed at 8 am then takes the kids to school . That’s why he wasnt there at 9.40 .
Is that my fault ?
Why was I assured it would be 8 am ? Also not asked to sign anything to say the service had been done .
You know all this Arran Smith as you called ME twice . And promised to call me again with a follow up as to why BUT YOU DID NOT CALL YOU SENT ME A
AN EMAIL TO SAY THE FIRST CALL WAS BETWEEN 8 and 10 so why did they say it would be at 8 ?
FOR MY INCONVENIENCE YOU OFFERED ME £30 and asked me to email my bank details you have to be Kidding yoU want me to email you my bank detail .not a chance . Your colleague the above name kamilila said they could not take my details over the phone Understandable but I could have a cheque so I agreed and GUESS what no Cheque . No return call ..nothing JUST BELOW STANDARD SERVICE AGAIN yet again Baxi . Oh and you want to give me £30 and you think that’s ok REALY because of your diabolical customer service what happened to communication in the work place …..Oh and to top it all A RENUAL LETTER came SAYING RELAX WE HAVE YOU COVERED WHAT FOR BELOW STANDARD SERVICE
Arran Smith .
Please do not ask me to contact you via any social media . I would like you to call me not Email me please

Does anybody ever Reply to emails
I have sent 3 and still no reply
Please help
I don’t want to give negative feed back .
But you give me no choice . .
I am more than happy to amend my feed back I need help returning items .the portal Won’t take me any further please help contact me please .
14th august 11.05 . 2023
Up date . You had replied only for your reply’s to go in to my junk mail .
I have now amended my feed back and at last I am now able to return thank you Debbie
16 .36 . August 14th 26.30

Job no . 0003341374L Again you did not turn up to service my boiler even after the engineer called with an estimated time of arrival .
I’ve waited in again all day . And I’ve called to ask what has happened only to be told he’s had van trouble . Why couldn’t you call me to let me know .
Lost a full days pay being self employed .
You’re a total disgrace . Please do not message me asking me to contact you via social media I do not use it . Diabolical
… EDIT I AM REPLYING TO YOUR RESPONSE Why did you not call to let me know . The engineers van broke down . YOU JUST left ME WAITING AGAIN. .
IF YOU HAD TAKEN THE TIME TO CHECK THE JOB NO YOU WOULD KNOW I HAVE HAD TO RE BOOK IT . Do any of you communicate with each other . ? It’s not acceptable

DIABOLICAL. Job no 000334137L
YOU DID NOT TURN UP TO SERVICE MY BOILER . Even after the engineer called to say estimated time . He didn’t turn up . Baxi you have done this to me before . I’ve had to call you to ask what happened . To be told van trouble . Why oh why could you not of called me . I’ve waited in all day . And lost a full days pay being self employed .
Please do not ask me to contact you on any social media as I do not use it .call me you have my no .
Luckily for you your customer service Agent ELVIO was a credit to you . Helpfull and polite
EDIT TO YOUR RESPONSE . Your customer support agent was Excellent and helpful . If it wasn’t for ELVIO I would cancel my policy . He handled my call and was a credit to Baxi . Apart from that . Your system is diabolical