Broken oven
Paid £124 to have my mother’s ranged cooker and the cooker hood grease traps cleaned.
A cleaner came in and did the job over 3 hours. He spoke to my mum at the end of the job and told her that the hinge had broken in his hand. He told my mum to see if she can get someone to fix it but if not to contact him and then he left.
I came home to see a broken cooker with no door that was still covered in dirt. Looking at the damage done the cleaner had tried to use super glue or adhesive on the hinge plate to attach the pin housing onto it which is completely wrong. If he had succeeded he would have hidden the damage with an incorrect repair that wouldn’t have lasted long meaning a heavy door was at risk of falling and hurting someone.
I contacted the company and they offered to repair the cooker and ordered the hinge. I asked for a refund but they have refused. Instead, they offered a repeat cleaning which we refused as we didn’t want to risk the cooker again which is in our consumer rights.
With a lot of back and forth the point of contact got very frustrating and then they ignored me until the part got delivered.
Two cleaners came to fit the new hinge and to offer to finish the clean. The one installed the new hinge while the other spoke to my mum and then left after she refused the cleaning to be finished.
After they left i checked the work and they had not installed a pin housing and just left the thin pin in the door so the door wouldn’t close correctly and the hinge was at risk of breaking again. I checked the other door and the cleaner didn’t replace 2 of the screws on the other top hinge which was also hanging on by a thread.
We have decided to repair it ourselves at the cost of another £18 for parts to prevent any other damage or delays.
My two parents have mobility restrictions hence why they used a service to clean the oven. The only oven they can use is the one they broke, they are now over a week without an accessible oven for them to cook.
Although they offered a re clean, we have absolutely no faith in their ability to do so and decided to ask for a refund which is extremely reasonable and would have completely resolved the issue as i would have repaired it myself. But this company insists on being difficult and has no flexibility on resolution even when it’s for people with physical accessibility needs.
I really hope this review gets viewed and people steer clear. And before the company tries to dispute any of this i have all the photo and video evidence to support these claims as all information is factual.
