Paid upfront — installation failed — refund disputed

I hired The Gas Company to supply and install a gas hob and related infrastructure at my property and paid the invoice in advance. It was a failure.

During the quotation stage no measurements were requested or confirmed. On installation day, after work had already begun, the installers realised the supp**** hob would not fit into the existing counter opening. The appliance had to be removed and the installation could not be completed.

I was therefore left with incomplete work and no usable appliance.

I then requested a refund for the unused hob and the portion of work not performed. The company offered only a partial refund and repeatedly refused to provide an itemised breakdown of the charges. Their explanation was that the “all-installed promotion” prevents disclosure of certain figures.

This makes it impossible to verify what I was actually charged for versus what was installed — which is the entire reason the dispute now exists.

Because of the lack of transparency, the matter has escalated into a formal dispute and Letter of Demand purely to obtain documentation and resolve the refund fairly.

As a result of the incomplete installation, I now have to appoint a different contractor to assess, correct and complete the work before the appliance can be installed safely. This will result in additional costs to me beyond the amount already paid, which I would not have incurred had the installation been completed correctly the first time.

I currently have: • no functioning hob • incomplete installation • additional repair costs pending • a refund dispute still unresolved

Based on my experience, I simply cannot recommend using this company. In my opinion, you will be better off with literally ANY other gas infrastructure/supply company.