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Emily's complaint against Aerialforce
Waited in for 2 full days and then overcharged!
Complaint against Aerialforce
We contacted Aerial Force as we recently moved into our new house and the aerial didn't work at all. I was told an engineer would come out to see me the next day between 9am and 1pm, I waited in all morning and no one showed up, I got a call at 1:30pm saying the engineer was very busy and could not make it out to me. They asked me to continue waiting in until 6pm, which I did, still no one showed up. I got a call at 5:30 asking if I could wait in from 9am-1pm the next day. I said I refused to wait in again, so they said they would make me first call for the next day between 8am-9am. The next day came and no one showed up between 8am and 9am, got a call at 9:15 saying the engineer they were sending to me had phoned in sick, so they were putting me on another engineers call list for 9am-1pm. I wasn't happy about waiting in again, but this was a Saturday and I just wanted the problem fixed, so I agreed. Got a call at 1:30pm saying I was the next call and that he would be with me soon. By 3pm still no engineer!! I called AerialForce to find out what was going on and they said they would call me back when they tracked down the engineer... 4pm came, no call and no engineer! Second full day WASTED waiting for these people! I phoned them back to complain and they put me through to a supervisor, she put me on for first call again the next day again, I assured her I refused to wait in for another day. The next day came and the engineer came at 8:45am. He was a nice guy, diagnosed the issue properly, refitted the aerial to the house and connected up the cables, cannot fault his service at all. He was all finished within 1hr 30mins. He quoted £238 including VAT, I signed the invoice and our card details were taken. However, the next day my partner checked his current account and we had been charged £338!!! £100 more than we had agreed to. When we called aerial force they didn't seem to be able to offer any explanation for this, said they would call us back when they had worked out the problem. We didn't ever get a call back but luckily they refunded us the £100 that was wrongly taken.
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