My 93-year-old mother’s chimneys were condemned by British Gas when it carried out its annual service, meaning she was unable to use her gas fires. British Gas quoted £800 to reline them.
My mother accepted the figure and we arranged delivery of the liners. When the operatives arrived they decided that the installation was impossible because it required scaffolding around both chimneys. They also advised that the job should have been quoted at twice the price.
This is not on. My mother was left without the use of her fires during chilly weather and faces up to eight more weeks of waiting for her complaint to be addressed. PJ, Lincoln
British Gas explains that the technician who provided the quote forgot to factor in the cost of scaffolding. However, it’s only after The Observer intervened that it decided there is an obvious solution to the problem it created.
That solution, unfortunately, is not to honour its original quote but to write off the charges for her next year of Homecare cover – a couple of hundred quid – and issue an apology.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
