Blackbutterflai

0 rating is the case just like other reviews; I am a new customer... when I joined, there was no option to choose a direct debit payment date which most companies allow, so that's one instance of my time being taken up having to reach out to them to get it changed because the online account facility did not work; They force you to only on the day the promo expires - to contact them to cancel... when I did so via webchat the person was being difficult and initially told me to ring some number, when I replied "I was told I could do so via the web chat so why are they now changing the goalpost" and firm wording insistance... miraculously they were able to action it; I have taken numerous photo evidence and forwarded on to them that the router indication light has been red (instead of green).

I also had a higher than average bill of recent, when I queried it via my complaint it turns out that it was the advance payment for the promo which I had already cancelled. Highly presumptuous and it says it all that they make it difficult for customers to end/cancel the promo deal by having to contact them (rather than marking it as such on customer accounts), so if you are a busy person, you'll probably get caught out to their advantage.

If they can't provide a half decent service they shouldn't bother and instead leave it to those companies who can.

For those of you who are being ignored or on stupid call hold times etc here's some email addresses... I chase them until they respond! (apparently, you're not supposed include emails on these posts so just add co.uk to the below ;-)

customercare@postoffice.
support@pobroadband.

Insufficient workforce to deal with backlog of housing complaints, I've had to chase them numerous times for my overdue updates. I've also had to contact them again because of recurring matters with the same housing association landlords London and Quadrant who are probably fully aware of how incompetent the Housing Ombudsman are and take advantage of.

By the time they actually get back to you there have been more matters that have had to be raised. So to say they are chasing their own tails... is an understatement!

I'm a resident of nearly 18 years and for the best part of that time I've had to repeat over and over the same recurring matters with ever-changing property managers who never have a handover process in place, they will house you next any person no matter how inconsiderate, and I agree with the sentiments of the previous posted reviews but as long as they get their money that's all they really care about. I tried over and over to work with them to consistently improve things but they just label me as a troublemaker (because I hold them accountable and let them know that I know it's a recurring matter that I'm having to repeat yet again so why does their so-called property manager site inspections not capture what I have to continuously report on... what are they actually inspecting!?), and make sanction/eviction threats. Highly incapable and good at deflecting what they should be focused on... mangaing their processes, staff and contracted work quality. I was charged for years for water rates that the cleaner is apparently used to clean... when they never have. We have been charged for years for weekly cleaning and maintenance fees when they didn't attend here weekly up until recently, it was biweekly.

Regarding recent threats to evict me... I hope the judge allows time for the litany of evidence I have retained against them over the years for their shortcomings that continue to date.

A friend sent me a news article about By Miles, I researched them as my existing insurer Aviva (who handled a claim I made with proof from other driver he was at fault, in a disgusting and unprofessional manner hence I complained about) policy was soon ending, made queries which were all answered properly and timely, I joined up in Jul for my policy to commence Aug '18 and haven't looked back.

I've had no issues since then, just non intrusive follow up messages to check all is well and the odd update/advice emails.

ALL staff I have liaised with to date (including the CEO James) has been polite, friendly, informative and helpful.

The real proof-in-the-pudding is if I ever have to make a claim and how efficiently they handle/process.

I do less than 1k miles a year so this PAYG insurer is great and long overdue!! At the end of my 1st year I'll do a quick to check to ensure overall I haven't paid more than previously.

Not quite sure what 'Mr Baker - 5 September' 1* review is trying to specifically express but it hardly seems fair if there are no details about the reason for the low rating. Possibly a competitor!

No one company will ever have 100% happy customers because we all have different expectation levels and there is often room for improvement, but they seem very open to hearing feedback and taking into account with service improvements.

Fingers crossed as they grow, they don’t get too big for their boots.

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Faith it's a shame I have to take this review route just to get your attention. My last sentence above seems to be ringing true.

We spoke early in June about a technical matter you were unaware of and you were supposed to get back to me to follow up by way of your investigation findings, I did say "no major rush" but we are now mid-July. The investigation should be done and dusted by now but if not, you should have reached out to me by way of courtesy to update.

I emailed 30 June, 7 and 13 July and no one has responded to my emails - why?

I went on to your web chat 10 Jul - again chasing, Rio replied that you would get back to me on your return this Monday.

Yesterday I did the same and Rory told me you were investigating - he ignored my query as to why my emails have been ignored, still has not sent the web chat copy to my email as I told him to (but I took screen shots anyway) and was trying to get me to engage in discussing the matter with him when I have already done so with Frank and you.

I don't appreciate this taking my time up or the current decline of service.

Get back to me via my email asap - I'd prefer not to speak on a call so I have everything in writing.

Just as I am typing this I have received a renewal policy email and the price increase is steep - DO NOT automatically renew my cover as I want to check prices elsewhere first.

General consensus about them says it all... I'll probably be repeating the same issues as already mentioned.

Interesting that some reviews are sympathetic to the org' changes but the last time I checked, they get their recurring rent money from God knows how many tenants (they will harass via reminders if you are late paying - yet when I harass them about their constant service level agreement failures they don't like it) and the website states what they 'allegedly' do with it which I know from experience isn't the case.

I have resided as a 16+year tenant in a 2 floor maisonette flat and have experienced no service improvement in this period!

I raised numerous queries earlier this year (absurd given we are now in Nov!) concerning the shoddy state of our property > ever changing property managers - with late or no notice to us > service charges for things we don't even use nor do the also-shoddy cleaners they employ and do not supervise > our main front door is constantly broken and the last lock fix took over 2-months even though reported timely which compromised all our safety and my home contents insurance agreement.

One matter involves a resident they have allowed to move in directly next door to me (when I 1st moved in it was a heavily set male with serious mental health issues **they were aware of** who eventually attacked me in my own home, the police were called and he was arrested on the spot due to the risk to me. They didn't want to take any responsibility and only after I threatened to escalate it to the L&Q independent panel did they offer some type of compensation!) who smokes that stinking cannabis which drifts into my home... I've had to involve the local police because they were not addressing (as long as they get their rent money they do not care). Some L&Q person came to visit this tenant only recent/last month... her feedback to me was that the tenant denied (of course she did - you fool, she isn’t going to admit something she knows is wrong/illegal to you is she!!!!!!!!) and that she didn’t detect any odour/evidence of cannabis smoking... once again the L&Q fool fails to accept she told this resident she was visiting her on said date/time... so obviously the tenant will plan ahead to ensure nothing is being smoked.

This is even though I’ve told them again and again the time recurring times she goes in and out... all they have to get their backsides here at that time and stand outside her flat door - it STINKS of it daily!

All my numbered points email complaints/feedback had to be escalated after months of me chasing and being assured it was being addressed - this is their tactic to fob you off, it eventually went to the Area Manager - Jennifer Marius who was incapable of answering all my queries, or just chose to play dumb. Either way, the Area Manager was unable to answer pertinent questions... it has now been further escalated for some weeks now already to a Snr Manager - Sue Gatrell... who ALSO is struggling to answer all of my questions! Another one I have to ‘chase’ for these responses.

The state of our property is looking crappier as each month that passes - they claim they do regular site inspections yet I have retained factual evidence over years that they seem to have dodgy vision and can't see half the crap we do! I had to ask one a few years back who I witnessed sat on her phone instead of inspecting and on more than one occasion... if her eyes can’t see the blatant massive graffiti that was sprawled over our property brick wall!??

As much as I am grateful to have a roof over my head - they take the constant P***!! I have told them before... “Put me on your payroll and I’ll help you sort your dysfunctional processes, but until then that’s for you to figure out. I have my own day job!!” I’m pretty sure they have had sufficient tenant feedback over years to find a place to start.

They do not have my trust, and have a long way to go before that will ever be in place. Service levels are crap and I had to remind the Area Manager J Marius to “practice what she preaches” in regards to response times!! Cheeky cow told me await the appropriate response time period for crap I REPORTED EARLIER THIS YEAR AND AM STILL CHASING REPLIES TO, WHICH SHE WAS FULLY AWARE OF!

HAD they dealt with the matters ‘timely’ when they were reported, they would not have this on-going back log that they are incapable of justifying/explaining.

L&Q letter correspondence motto at the bottom of pages reads... “Because Homes Matter” ... can’t help but think they are implying “Sod You Residents - All We Care About Are Our Properties!”

Just like a lot of other tenants, I could go on with a multitude of examples but to surmise... just a load of lollocks quite frankly!!

BP Snakes Lane East, Essex, IG8 (run by franchise K Fuel)

Since these idiots took over from Total some years back which had a drive through car wash, myself and surrounding neighbours (this is not an industrial estate or dual carriage way area - it’s ‘entirely’ residential) are subjected to a Hand Car Wash that:-

1. Uses high powered water jets x2 which are loud and vibrate - even worse when the 'ever shouting males' that work there use in a pulsed manner;

2. Each they time they attach the above mentioned onto the tin-can drive through wall - it bangs and echoes;

3. Is open ALL day, ALL week, ALL year bar Christmas/Boxing Day;

4. Take cash in had so who knows if HMRC are aware;

5. Has car doors being slammed, car horns, high pressurised air that they use to dislodge dust, customers talking loud/shouting (and I’ve seen some make mobile calls or go to light a cigarette on the forecourt);

6. The staff there (mainly males of Mauritian decent - I have friends/family from there hence recognise the language) shout DAILY so I know some names ‘Ali’ and ‘ Mahmood’ as though I work there;

7. The short combat trousers bald headed male manager is aware of this feedback and doesn’t care either - he isn’t there daily as he used to be so doesn’t even supervise his staff;

8. We get their dirty water jet sprays over our communal garden wall / and parked cars - who wants to enjoy a nice sunny day with that experience! We also get their rubbish blowing into our garden or falling into when they perch it on the dividing wall.

Redbridge local borough don't care - after pressing for it they came and assessed the noise levels and deem it acceptable/within the law which is pathetic given that it is PROLONGED.

At weekends the queue of cars spills onto the road which causes other vehicles and TFL buses to beep horns. More noise!

Redbridge borough also advised that their Planning dept permitted the said service station property to have a car wash... YET there is no stipulation on the ‘type’ of car wash (the drive through did not cause half the daily noise intrusion that this ‘hand car wash’ does)...
AND it was permitted OVER 30-years ago with NO REVIEW SINCE! Local councillor didn’t care much either.

They are probably profiting from it in some way shape or form!

ALL of this noise erodes our quality of life, can be heard from within our homes (worsened in the hotter months with having windows open) and I’ve been emailing careline bp.com and have started ignoring my emails!!

The franchise K Fuel who BP repeatedly state runs it and are responsible (I remind them that the massive sign states BP and they make profits so should be more accountable) do not have a website/contact, nor does the hand car wash... nice and convenient for them to hide. If you call that BP branch... the staff serving on duty just state that the car wash is separate to them!

So BP take no responsibility for K Fuel the franchise who run it > and K Fuel take no responsibility for the Hand Car Wash and all the crap that comes with it (never mind when they were settling it up, hiring a crane that lifted a bunker/tank thing from one part of that site to the opposite that they use to house themselves and cleaning liquids (who know how environmentally safe they are) as well as the dust/dirt generated that means my widows since then to now are filthy)... it’s an unfunny joke!!!

So I wish the best of every crap/karma to them and all involved!!

Trustpilot you need to consider adding some sort of score rating that is below 1 star because that is all Plusnet deserve.

Reading some of the recent posts it doesn't surprise me because it bodes with my own experience.

I left their mobile phone services and on my account being closed was in a few pounds credit which they still have not refunded to me so it will be interesting when auditors do their checks how they explain that. In fact I think I'll report that to the FCA once I have finished posting this.

Trying to actually get hold of someone is a joke they expect you to do online chats which makes it hard to hold them accountable to anything.

Big glossy TV adverts for entirely crap service hence I have recently swapped my phone line and broadband to talk talk who have much better reviews.

Join them at your own peril!!

*************
Plusnet

I don't need you to explain how terminating a plan works I'm already aware. I was in credit on its termination!

You had your chance at the time to deal with this matter and you continuously brush it under the carpet...and you are only asking me to call you because I am outing you via this review.

You know that your company are crap it's evident by the continuous low rating reviews.

*************

I raised this matter with the ombudsman - heard back today about a proposal from these a**holes... refund of my credit £s that they tried to steal... and £30 for wasting my time! They need to cough both up by mid-Nov or I can refer back to ombudsman.

0.50p service charge! for what!???

Only saw this charge at the check out and I intended to pay cash...so what the hell is a service charge for - are you making/delivering my food Just Eat because I'm pretty sure it's the eatery doing that, not you.

Get over yourself!

Predominantly white models throughout this company website - doesn't reflect society at large or myself.

Have been trying to reinstate my membership card and the funds that existed on it (on paper you would think this is straight forward) for months...4/5/6 I don't even know as I've have lost count/interest... this is due to them causing confusion about it in the first place.

I've given up, the incompetence is consistent and draining!

As a long term customer I switched recently - they made error after error on my account time and time again, I referred all the collated evidence across years (because I retain emails to hold them accountable) to the Energy Ombudsmen and won the case.

They had to issue a full apology and cancel the energy termination fees they were trying to impose on me. I spent so much time trying to resolve things with them and had promises of better service more than once which never happened. The UW CEO office was involved too and they hardly took accountability for their divisions short comings (I had all utility services with them, landline, broadband, gas, electric and mobile and still they did not value my custom...hence I left).

A friend living in S.E London I had referred to them who had their broadband.. told me that she left them too because the reception was awful.

They were decent enough when I first joined via a referral but seem to have gone down hill since then in my experience. Maybe they only give glossy customer service to new customers!

**In response**
1. Evidentially you did not read this review properly - why would I have an active membership # if I have already switched!!
2."Sorry" - one word overused in these current times!

Email sent to them about Mr Hussein - CORTINA...

"Your man has just turned up for the free quote appointment (17:12 approx), a few minutes before that I called him to check he was on his way as we spoke earlier and he confirms he would be here by 5 o'clock.

When we spoke he asked me about parking (he's quite rude/short in his spoken manner and refers to me as Natalie which is not my name) and I should be referred to professionally give an I'm the potential customer which I pointed out to him. I also tell him where he can and can't park and tell him that I already gave these instructions to the woman who confirmed my appointment... I also told her to make sure he has shoe covers and shows ID... when he arrived, as soon as I opened up the door to him he looked at me and I said to him "do you have ID?" he replied quote for quote "I don't need to do this appointment... get someone else to do it"!... and walked off.

So I stayed in for this appointment just for that crap!

As I type this review I am experiencing their crap/rude/unprofessional customer service! I have taken copies of the 'online chat' to prove they have ended it before doing what I asked; informing me that they were doing so; or asking if they can assist with anything further! That was after calling in and being left on hold and... passed around from one team to the next.

I have forced them to raise an official complaint to Management (which they were trying to avoid) until I mentioned i'll just cancel my D/D and send all the chat evidence to Ofcom.

In response to them - I think not!