Saturday, November 28, 2009


Back in June or July a bloke from Eaga Scotland came to the door offering free surveys for cavity wall insulation. He left a leaflet. Remembering how warm my parents house had become since their installation, I rang on the off-chance they had some special recession deals and found out that was indeed the case. I arranged for a free house survey.
In August a guy came round, surveyed the house, filled in all the paper work and had us sign up. As he got into his car to leave, I asked when the job would be carried out. He replied that it usually took about three weeks but because our house had two separate extensions on it, one on the gable end and one on the back and both were timber kit extensions which couldn't be filled, he would need to get a supervisor's approval before the job was signed off. He took two photos, disappeared and the saga began.
After the three weeks had passed, I rang up. I went through the press 3 for the installation department nonsense, hung on for 15 minutes and was promptly hung up on. This didn't augur well. I rang back later and was asked if I wanted to book a survey. No, I had one of those three weeks ago, I want you to tell me the supervisor's decision since I can't sign up with someone else until you say no as I have already applied for all your grants and signed up. They promised to ring a supervisor and get back to me. Of course they didn't. This was a Friday. I rang back at 5pm and they were already on their weekend. I hassled them again Monday morning and was told the surveyor from three weeks earlier hadn't submitted my paperwork. I asked for his mobile number and when I rang him, was told he had taken the day off because his child had been hospitalised (aye sure...) And no excuse was given for the three previous weeks. The saga dragged on another week.
The following Monday a little boy on the switchboard said my surveyor had arranged a meeting with a supervisor for Friday afternoon and he'd let me know the outcome. Of course when I rang at 4-45pm (I was learning) on Friday I was told the surveyor hadn't turned up and the meeting now set for Monday. We were already into October. I explained I was going to rip up my contract and get their main competitor out the following week if I hadn't heard a yes or no. (In truth I couldn't really be bothered restarting the 'whether my house with extensions was suitable' nonsense with another company this close to winter but I sounded convincing.)
In one last attempt I tried the surveyor's mobile again. He asked if I wanted to arrange a survey - Arg - Nooooo - you did that in August, it is now bloody November. Immediately I got some cock and bull story about him having taken the photos in a non-downloadable digital format and him never being in the office at the same time as a supervisor. It was the second Thursday in November. I gave him a 24 hr deadline to track one down. Of course when I rang on the Friday, he was unavailable and my many friends in the Eaga office could find no notes pertaining to the outcome of the meeting with the supervisor. They offered me a survey once more!!!!
So last week on Monday I phoned to cancel and got someone I didn't know. She told me my notes had been updated to say that because of my extensions I could only be cavity filled by the Inverness van which was in Inverness until today at 8am! Believing this was yet another excuse, I said 'whatever' and she agreed to pencil me in for today. Given my nearly 4 months of jumping through hoops, I rated the chances of my walls being filled today at about 5%. At 7-50am however the doorbell rang and there was a nice Eaga van sitting at the end of my path! Shock and surprise!
A team of men jumped on my roof, drilled my walls with such ferocity the wee ones were running round the house by 8-15am shouting ' Watch out, there are dragons outside!' and by 10-30am they were packing up to leave. Thomas popped outside and asked if it had been a really hard job given the extension issue and the head filler looked at him as if he was quite mad and left muttering 'What issue? This was as standard a job as any we take on!'
Give me strength! (And if you are planning cavity wall insulation yourself, I thoroughly recommend Miller Pattison - they did mum and dad's!)


The Scudder said...

So why didn't you go with Miller Pattison ? They do the grants thing too !

Phyl said...

Extra layer of hassle - MP make you get your energy supplier to arrange everything if you want a grant, won't deal directly with the customer. Eaga talks to you directly - and as I blogged - I'd already signed up with Eaga and they'd processed my grant application before the saga started. I figured undoing one grant then getting a third party to arrange a second grant, arguing that the first hadn't gone through would turn into a saga on its own!

The Scudder said...

Oh right ,, now that you mention it we were directed to MP via EDF !
Yeah, that would DEF have resulted in another SAGA !
And anyway, looks like you got a better deal, grant wise, than us

Alan Mac said...

Please give eaga the kick up the bum they deserve. The guys doing the job were excellent but the surveyors didn't have the tools or enthusiasm, the company communication was terrible, training wax poor. No wonder the share price has dropped. I could go on and on!!