I have now been trying to arrange an appointment with you since September. Whilst I appreciate that winter is a busy time, it would appear that you are unable to provide the service that you offer and that I have paid for - i.e. Annual Boiler service and cover - in Autumn as well as winter. Whilst I appreciate that an emergency will take priority, I have waited for and paid for over 3 months to receive an Initial service in order to be able to access emergency boiler care. I have, to date, wasted hours on the phone to you; arranged for my daughter to get up following a night shift when an engineer did call, despite me having rung to say the date was not convenient, only to be told he needed the washing machine alongside the boiler moved, and leaving.....never to return. I now appreciate the need to access the back of the boiler for a first inspection, but had we been told that in the beginning......?! I have since tried a further 4 dates, and this week, having received countless texts to say an engineer would be calling, my husband duly took a whole day off work as a broad time cannot be given, only to be called mid morning to say the engineer was not in fact coming after all. I have been a customer with British Gas for many years. Each year I received a call, we agreed a time slot on a given date, and every time an engineer has called and accessed the boiler without fuss. I was foolishly tempted by your cheaper costs and false advertising, and switched. Oh, if I had only know how absolutely shoddy the customer service was, your ability to answer calls in less than 20 minutes, ability to respond to emails within 2 weeks, your inability to even arrange an appointment date, let alone actually arrive on the agreed date to provide a service paid for; I would not have wasted time, effort or money. I have now been paying for an emergency boiler cover service which was not available until an initial inspection was conducted. You have totally failed to conduct an inspection within 3 months and therefore have been paid for nothing.