up-front service - booking appointment for a standard boiler service - was excellent. i booked morning visit and agreed 10-12. on the day i rang at 11.50 to ask about timing and was told 20 minutes. after an hour i rang again and was told engineer would ring me shortly and be with me soon. at 2pm engineer rang to ask me the address!! he arrived 5 minutes later and did not apologise for being late. his first statement was i needed a new boiler and shouldnt waste money on a service. cost would be £5000. i rejected and service took 25 minutes. attitude was arrogant and rude. having agreed fee of £100 i was told to pay £118. i would not use again.