A couple say they are fed up being given the cold shoulder by a renewable energy consultancy company.
Peter and Helen Kinstrey, from the village of Broughton near Biggar in South Lanarkshire, have been left with no hot water for over a week after a “magic box” heat pump - supplied by Zest Energy who are based in Edinburgh - went on the blink.
But despite paying for an aftercare plan for such eventualities, they are struggling to have the company carry out the necessary repair to the pump, which is linked to solar panels.
The couple are both in their 50s and Peter has a heart condition and suffers from ill health.
Their daughter, Jacqueline Kinstrey, has been constantly calling Zest Energy in a bid to have the issue resolved.
She told Lanarkshire Live : “My dad has quite severe heart issues and doesn’t keep good health.
"He would probably end up in hospital if he was to shower in freezing water due to the shock and his blood pressure. He can’t even put his hands into cold water.
“It’s over a week and we’ve had no hot water. Zest haven’t been helpful and there seems to be just one person who can help with the repair - unfortunately, he has torn ligaments in his leg, so there’s nothing that can be done about it.
“It’s the same guy who does come out every time and I can’t fault him to be fair, but what if it happens and he’s on holiday?
“Thankfully we have a wood burner, it’s not the middle of winter and the house is very well insulated.”
The family have been forced to drive to a neighbour’s house to have a shower.
“Our neighbour has been very kind, when he’s out at work we can have a shower there,” Jacqueline added.
Despite numerous calls, the family have been left frustrated by the lack of urgency and the level of customer care afforded to them by Zest Energy.
Jacqueline continued: “My mum and dad pay for aftercare, but I don’t know exactly what they are paying for, because there isn’t any aftercare.
"They told us we can get an electrician out ourselves, but we’ve had one out before - the box is quite hi-tech and advanced, so they didn’t want to touch it.
“It’s so frustrating and it’s not the first time it has happened, one time it was over the Christmas period. They have issues every time with getting it repaired.
"Zest don’t seem to care. All they do seem to care about is money.
“Their office is open Monday to Friday, 9am to 5pm, but outwith those times there is no support and no one to contact, nothing.”
Zest Energy have been contacted for comment.
**Don't miss the latest headlines from around Lanarkshire. Sign up to our newsletters here.
And did you know Lanarkshire Live is on Facebook? Head on over and give us a like and share!
