Very rarely do I have experiences with companies as bad as this. Was told it would be £150 to replace a pressure release valve. Turned out to just be the call out fee and charged us another £150 to replace it. After next going to the property the pressure release valve had been replaced but we had no hot water at all and had made the problem worse. ERG said it would be fixed on their 'snag' policy. Only to find that an unauthorised charge of £147.50 had been charged to our card and they are refusing to refund. We had no phone call, no email and no invoice - they just dipped their hand in and took the money. I rang up to ask for a refund of this charge but refused to speak to me (phone calls only reserved for new customers) and directed me towards the 'live' chat. The live chat turns out to not be very live at all. With each message from ERG taking around 5+ minutes to come through. After 90 minutes on live chat and not getting very far at all, they have still not fixed the problem and refused to issue the refund. In the end we got a local boiler engineer in who fixed the entire problem including the part of £120 (and no call out fees). Will now be taking ERG to the small claims court to retrieve the money.