Massive call out charge and keep it even if you cancel before they come!

Shocking charges and no help at all I would NEVER use this company. Leaking pipe yesterday afternoon so called for help. Website clearly says no call out charge but my husband was told it would be £160. Apparently also told it was nonrefundable but he missed this. Website says 30-60 mins response. Told it would be at least 2 hours - sometime between 5 and 8. Friend came to help and managed to sort so called to cancel at 16:44. They said fine but would keep the full £160. Have just phoned to query this and told that whatever it says on the website it is a mistake (even though its in a big box under 'guarantee' spelled wrongly) - and they have kept £160. I said I accepted a charge of some sort might be reasonable and would they at least refund a part of it - the man just said a flat no. What a great money making scam when people are stressed with pipes leaking. Appalling.

12/02/2021