First appointment no show and NO phone call, when I phoned to ask where engineers were at 11.15am was told he was sick and whole office ill and no time to call me to advise even though I was the only installation they had to cancel that day. Illness happens but NO excuse not to advise me - I had taken day off work! New appointment over a week later. All girl kept saying was I do apologise and didn't seem to get that someone should have made the effort to call me. Over a week later engineers fitted new boiler, they were on time , polite and clean. When they left discovered heating wouldn't turn off, had to manually turn boiler off for heating to go off. Complete debacle what happened next! Too much to put in a review, I will be sending a complaint to the head of excellence - judging by reviews on here there is no excellence!! I have no complaint with engineers even though they forgot to take out a simple wire which lets controls speak to boiler. Its the office staff in the operations department, they don't have any understanding of boilers and only seem to be trained to say "I do apologise". I was left to continually phone the company - no one got back to me from the office. The problems were finally resolved by lovely engineer called Richard calling me and he sorted out an electrician and had a great customer service focus!! The girls in the office need better training, on simple boiler and control operations, (I seem to know more about these then them) communication and need to be more focused and seem interested in the customers. Its nearly a month since all this went on and no still one has bothered to ring from the office and ask if my problem was resolved - funny thing was the lovely engineer Richard rang and inquired. Shame on whoever runs this company - do you not look at your reviews? - do you not care? - please feel free to contact me and enquire about my experience and how you can improve!!!