Where to even start with this mess. We had a Pottertron boiler previously, linked with a hot water cylinder. The boiler broke so we called in Hassle Free Boilers for a replacement due to the age. See below for the truly awful service and lack of ownership: *Quote from Richard received - we advised we were without hot water and have a baby, can priority be given please. We were told they were looking into other engineers in the area, and we will be given an update. That update never came, so we were without hot water from the date we paid (26th November to 4th December) *The day of the install arrived, boiler parts arrived but no boiler. They had to drive elsewhere to pick one up, and were told we were lucky as if it wasn't for the baby we would of had to re-arrange (HFB issue - not ours). They couldn't get the boiler electrically live on the day to work with the cylinder, they had to run a big black wire between the boiler and the existing thermostat for example. Previously this was hidden. *Sine installation central heating works fine but hot water is no longer done by the boiler, we have to use the immersion heater electric to do it. We were getting Hive installed a week later regardless, so left it as thought it would be rectified anyway and would save a call out (trying to be nice). Contacted HFB to advise it persisted and someone came out to have a look, but he wasn't up on wiring or certified in unvented cylinders and recommended someone called Rob coming. We were thankful of this but the issue continued. *Next engineer came out but it wasn't Rob as we were advised, and he tried for a few hours to get it working but blamed Hive and said we need to get them out. The engineer also closed a valve so hot water would be done at the same time as central heating, but British Gas deemed this as unsafe practice. We were told it's the cylinders safety mechanism so it doesn't exceed 120 degrees. They advised the wiring to the boiler is a mess. Contacted Hassle Free Boilers and we were told by Mike we would be charged £50 an hour if they come out to have a look at this. Just over a month since they installed it, they are trying to impact our family's finances for a fault they created. The previous boiler worked fine with the cylinder, the new one should do so as well. In addition two things on the quote have yet to be honoured, the 10 year warranty has not been received and the quote clearly says 2 years workmanship warranty. How is it we would be charged £50 an hour for workmanship that broke how the previous system worked? It's your responsibility to ensure it works, and if it doesn't fix it. I'll be taking this further but for anyone looking at this company I encourage you to look elsewhere, even if it costs more. We had another quote from British Gas, in hindsight we should have gone with. It cost more but the service would have been better, and their priority service is within 2 days. Avoid at all costs, pay more for a better experience and after sales.
2 years ago
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