I had a boiler service and was told a gasket needed replacing. I asked the engineer to replace it and he went to get the part. He did not reduce the charge for the considerable time he was absent and I paid without checking times properly. When I phoned to complain I was told his vehicle tracker showed he had been away fromy property for 40 minutes. I believe he was absent from my flat for more like 75-90 minutes. There should have been a reduction in cost for this. The customer service woman who phoned me back was unresponsive and had no time at all for my story. My experience is that if you have a fixed-rate boiler service with this company (which I won't again myself) do not get them to carry out any additional work needed as you may be overcharged.