Review of MK Group Ltd - do not use!

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Review of MK Group Ltd - do not use!

Post  Kentperry on Thu Apr 12, 2012 10:24 am

It all started when we lost our hot water – I say lost but it would come out hot for about 30 secs and then go to mains cold temperature.

We got MKGroup Ltd in after the heating engineer supplied by our emergency insurance said that we needed to replace our whole system. I didn’t believe that but thought I’d better hire somebody competent to fix it.

From my symptoms (ie. Hot water for thirty seconds) It was clearly a problem of hot water not being mixed properly from the heat exchanger but the diagnoses from ‘Gary’ was that all the hot water from the system was being used by the heating system (we needed to replace the three port valve) and was being diverted straight back to the boiler (we needed to replace the relief valve).

After coming to our house and replacing both of those items (after having 1st installed the three port valve the wrong way around) he had overrun on the labour he quoted it would take and then shouted at my fiance for not paying him the extra time – their clear policy is to not to increase labour if the original job over runs (their policy on this forum). After leaving us (having paid £500+) in exactly the same position (no hot water) I complained. They rejected my complaint and told me to book them again if I wanted them to come out again.

I have subsequently fixed out heating by following the very helpful instructions of another member of the forum (http://gledhill-repairs.forumotion.net/t1147-scalding-water-for-only-30-seconds)

So my review is:
Incompetent – should have checked that the pump came on when hot water was requested
Rude – he shouted at my girlfriend and got very rude with her when he couldn’t fit the part
Cheat – he tried to make us pay when the quoted job overran and lied about the time that he arrived and left

My review is for the whole of the group as it appears that ‘Gary’ is the only engineer as emails and telephone calls have all been answered by him whether I phone the landline ‘office’ or mobile number.

I am only writing this review after having given him a chance to refund or fix our problem. Below is the complaint letter that was outright rejected even though I have now fixed our heating by figuring it out myself:
To whom it may concern

I would like to complain about the service that I received regarding a callout yesterday.

‘Gary’ was the engineer that came out and was there with my fiancé. He started to get extremely rude to her when he was unable to figure out how to fit a part that he said we needed to replace. He blamed incorrect wiring in our central heating as the problem and drained the system twice trying to fit it. He was eventually informed by his office that the wiring was correct and he was instructed how to fit it properly. He also reduced my fiancé to tears when he shouted at her when he tried to say he arrived half an hour earlier than what he did and tried to charge for an extra 30 minutes labour. He stated that he arrived at 12:00 yet I have a voicemail from him at just after 11 saying that he would only be arriving by 12:25 and he did only turn up at 12:30.

He first came to our property on Tuesday the 13th of March when I called up to say we had no hot water but had the Systemate iii and MK Group are meant to be experts on that. We would get hot water for about 30 secs and then it would go cold. He blamed the flow rate of the mains for that and then said that the relief valve needed to be replaced. He also said that the three port valve needed to be replaced but I think that he just didn’t know how that was meant to work as that is the valve that he had to phone up about yesterday when he said our system was wired incorrectly.

After replacing both those valves and now us having paid over £500 we still did not have hot water and he blamed the Boiler saying that it wouldn’t get above 40 degrees. This is not true as I measured the temperature of the feed and return pipes above the boiler and they are between 70-80 degrees. On his first visit he also shook the heating store a few times and now the carpet around the heating store is permanently wet. When my fiancé said that to him he replied that we would have to get a plumber out for that as he is not a plumber.

So, after spending £500 we still do not have hot water for longer than 30 secs, we have the same heating that we always had in the radiators and we now have a leak somewhere around the heating store.

After downloading and reading the installation manual I have figured out that there is meant to be a pump that feeds the heat plate exchanger with hot water from the store when hot water is requested. The reason we only get hot water for 30 secs is because the hot water from the heat plate exchanger is not refreshed when hot water is requested and as far as I can see and after searching the internet that should have been the first check made with the symptoms we are experiencing. I checked that the flow switch (which I’m guessing tells the system that hot water is being requested) works by testing continuity when the hot water is on.

I think that there must be someone in your company that knows what they are doing as Gary was given instructions by someone so I would like a full refund for all the work paid for and for someone with experience and knowledge to come around and fix the problem with the pump not starting.

I await your timely response
Regards

Kentperry

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Re: Review of MK Group Ltd - do not use!

Post  MK Group Ltd on Sun Apr 15, 2012 12:47 pm

To whom it may concern,

This is the first bad review of any kind to be found on the internet regarding our Company and is unfounded,

All companies have difficult and hard to please customers and so far throughout our trading history this is the first time we have been unable to resolve such issues.

MK Group very rarely have any form of complaint and in such an eventuality we have a strict complaints policy, we recommend to our customer who feel that we have not lived up to their expectations to report our Company for further investigation by Trading Standards.

Mr Kent has not followed this advice and instead has chosen to slander our Company on the internet.

I would like to point out that we have factual evidence that the parts replaced at Mr Kent's property were required.

Our Company solicitor has been informed and Mr Kent will be receiving a letter of our intentions with regards to his slanderous accusations.

Here are some reviews from Customers which are happy with our service:

http://gledhill-repairs.forumotion.net/t510-24-hour-service-gledhill-repair-specialists-buckinghamshire-bedfordshire-northamptonshire-oxfordshire-hertfordshire-repair-specialists


S Diamond
Customer Services Manager
MK Group Limited






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Re: Review of MK Group Ltd - do not use!

Post  Kentperry on Mon May 07, 2012 9:21 am

'Difficult and hard to please customer'?

Why am I hard to please? I paid good money to get my hot water problem solved and you didn't manage to do it. - I don't think that that defines me as hard to please, I think that defines me as 'getting upset that after paying £500 I'm in the same situation as before I paid £500'

Quotes from your company posting:
Code:
The labour price quoted will not change if the original job over runs.
- You were rude to my fiance when she refused to pay the extra labour for the job over-running

Code:
All work carried out is guaranteed, as are all parts that are used when they are required (we will not install a part until we have quantified that it is faulty, and should we make a false diagnosis - (a rare thing) - we will either re-install the original part or where this is not possible, we will not charge you for the new part).
- You thought that the part was faulty because you didn't know how to install it and tried installing the new part the wrong way around anyway.

Kentperry

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"Do not use" is how I would describe them too

Post  hjebay07@yahoo.co.uk on Tue Oct 02, 2012 10:39 am

I had MK Group's Gary come out to replace a thermal store. He didn't recognize the Gledhill thermal store, he insisted the mixing valve was a cheap knockoff, when in fact it was the genuine Gledhill part, and then my flat and the flat below flooded, due to a compression valve he fitted coming apart in the middle of the night.

Steer well clear.

hjebay07@yahoo.co.uk

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Re: Review of MK Group Ltd - do not use!

Post  MK Group Ltd on Tue Oct 02, 2012 10:51 am

Thanks for the feedback, but as we have had no correspondence from you, we have no Idea who you are or where your job is.

Please elaborate?


MK Group Limited
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Get your money back!

Post  Kentperry on Wed Oct 03, 2012 3:05 am

My advice would be to go to the small claims court if parts that they fitted 'as an expert' is what caused the damage.

We went through our credit card company to get our money back as 'Services paid for were not received' - it took a while but we got our money back...

Also, don't worry about his big macho 'I'm going to sue you for defamation of character' speel. You are allowed to post reviews on service and even though :
Our Company solicitor has been informed and Mr Kent will be receiving a letter of our intentions with regards to his slanderous accusations.
We never received anything.

Also, if you post your incident in a separate thread there will be more posts warning about this guy.

Good luck

Kentperry

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Re: Review of MK Group Ltd - do not use!

Post  andrew197 on Sat Apr 20, 2013 1:21 am

Completely agree - overpriced, rude, and rubbish. Had a simple fault find job, took a matter of minutes but didn't find a fault. They left saying there was nothing wrong but I still didn't have hot water but charged £100.

Said prices are on website; they aren't. Then said the website in underdevelopment.... Said ALL customers are told of prices when booking the job; I was not.

They are liars, be very if you are thinking of letting them into your home to do a job.

Since written to them, got a load of rubbish back. No offer to partially refund, refund or come and complete the job, just a load of attempted justification. I am pursuing in small claims court.

YOU HAVE BEEN WARNED!

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Re: Review of MK Group Ltd - do not use!

Post  MK Group Ltd on Tue Apr 23, 2013 8:22 am

Thank you for the feed back,

Our prices are shown on this forum and always have been as of 3rd of April 2010.
http://gledhill-repairs.forumotion.net/t510-the-leading-independent-gledhill-repair-specialists

Also on our website:

http://www.mkgroupltd.co.uk/fixed-price-repair/

&

http://www.mkgroupltd.co.uk/standard-rate-repair/
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Re: Review of MK Group Ltd - do not use!

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