Less than a year ago we had a hybrid…
Less than a year ago we had a hybrid conservatory built by Coral, it’s wonderful and the work that went into it was 1st class.
BUT… The windows and doors come with security contacts by ERA, we were told that if we want to have the security then we can pay ERA £99 for the unit that operates the security system, so we did.
From day one, nearly a year ago the system wouldn’t work properly. It would sound an alarm on one window but not the other or the doors. On contacting ERA we were asked to take a screw driver, remove the contacts and turn them around and put them back onto their frames. This we did, it was very cold outside so all the heat was escaping.
We are both pensioners, my husband is disabled and has a bad heart so need to be stress free. Plus, the house needs to be kept warm, not only for my husband but also for our parrots (who I had to cover up whilst the windows and doors were repeatedly opened and closed during what was asked of us.
It became apparent that the ERA window / door contacts would not work, so we were told as they were the old ones we would be sent out a set of the new updated contacts, and told “when they arrive, let me know and give me a call”. They arrived, we made the call, we were then instructed on opening the windows / doors once again, unscrewing the older contacts and fitting the new ones, we were told that ERA can see what is happening at their end.
After being on the telephone for a long time, trying everything we were told too, the house getting very cold, my husband and I very stressed with it all and the system still not working, I made a request.
“Please send out an engineer to put this right, it should not be the customer that is asked to do this, and as I’ve previously mentioned, we are both pensioners and my husband is disabled with a bad heart, we have parrots in that room and they need to be kept warm. Please make an appointment with us to arrange an engineer to call on a milder day when it’s not raining”.
SO… we have waited all spring and summer for a call for an engineer to come and yet nothing, not even a polite phone call with an excuse.
The other week I received an email to say ERA would be doing some maintenance at their end but it would affect us. Oh, I thought to myself, I’ve been so busy, I must call them.
I called them, spoke with John annd expressed my disappointment with the company and the fact that an engineer has never been instructed to come out to us and has had all spring / summer to do so. I asked for a refund of the £99 paid for the unit that has never worked so has never been fit for purpose.
A refund was agreed. I was sent a label to print off and told FedEx would collect the parcel.
A company called J C Transport actually arrive to pick it up. We thought “here we go again, they can’t even get that right”. The driver said they couldn’t give a receipt, we have cctv so no worries its collection was recorded.
I emailed ERA on Wednesday 8th October to say the parcel was collected and by whom. I gave my bank details and requested a refund asap.
Thursday 9th October, I received a reply which confirmed the packed was in the warehouse.
Monday 13th October, I telephone ERA to ask about the refund. I was told it’s been authorised but can take 3-5 working days. I asked to speak with the finance team, I was told “you can’t, even we can’t”, I asked to speak with the CEO, again I couldn’t.
I expressed my dismay about the company. I was told give it a couple more days, you should have received it by then.
Friday 17th October, I called ERA and spoke with Neil in credit control, option 4, (as finance option 5 won’t put you through, it cuts you off). I explained everything. He was very apologetic, I was told the finance girl has been off sick for a week. I was put on hold and was told I would get a call back by Kosh (the man who has mostly been dealing with this).
If I could, have I would have given this company a 0.
I have never dealt with a company so bad, a company who have you do the work that an engineer should do, no matter what your age, let alone pensioners.
Lied to about call backs in the past, lied to about arranging an engineer to come out, oh and still waiting for our refund for goods that never worked, never fit for purpose.
BE WARNED…. IF YOU USE ERA HOME SECURITY LTD, YOU MAY LIVE TO REGRET IT.