I had a bad smell in the toilet and I called them to have a look, they promptly told me someone would come and check. This is what happened: 14/9 an engineer came and 'fix' the issue replacing the 'pan connector' 4/10 we came from holidays and we found out the smell and the noises were still there 11/10 called the company and explained the situation, they set an appointment for Wednesday 13th in the morning 13/10 after midday I called them and they stated the appointment was for Thursday 14th instead (very odd to be honest, but ok) 14/10 again, no engineer came home. I called again to figure out what's going on and Scott agreed on calling me back with more information (Scott never called me back and of course no engineer came). I called him again and after some apologies a new appointment was set for Monday 18th was set between 9 and 10 in the morning 18/10 the engineer came around 12 (good start...) and after 5 minutes he said he had to call the office and he will be back in 10/15 minutes... never heard about him again... Another call to their offices asking for information and again, another promise for a call back from Scott, but nothing happened. 18/10 After calling the office again I was told Scott was on a break and he would call me back (rolf) 19/10 Another call to the office asking for solutions and for an explanation about the lack of calls back... 21/10 I complained again and a 'manager' was supposed to called me to find out a solution for my case... Michael something told me he will check and send someone first time next day (sure...) 22/10 No engineer came and I called back, the next available slot was for Monday 25th and I asked for email confirmation about the appointment and also confirming what Scott mentioned about a partial refund during the call. I sent 5 emails during that day requesting the confirmation... 25/10 midday and no one came (surprise!!!!). Another call and Scott is lying again... the engineer is on his way... and apparently was my fault as I never confirmed O_O 26/10 Of course, no one came yesterday to fix the toilet and Scott promised me again and again I would have the engineer at home as was finishing another job. Today I will call again. Let's see how this ends