“Appalling. I had a non-working boiler, contacted ERG for rapid service. Agreed next day visit. Next day they rang to say they couldn't make it, rearranged for the next day. Next day, same thing happened. Eventually this "fast response" company arrived on the fourth day after calling them.
It then got worse. The engineer noted (correctly) that the batteries in the thermostat needed replacing and after replacing them concluded that the remote thermostat was not communicating with the boiler, and advised me to get a new receiver. He disconnected the wiring loom to the internal boiler clock and seemed very unclear about what he was doing. At one point I had to download a YouTube video to show him how to reset the receiver. For this I was charged £150.
I got a new receiver, fitted that plus the new batteries, and still the boiler didn't work (it was working for hot water and firing up on demand, so the issue was clearly the thermostat/timer controls). I tried to get ERG to attend again because they hadn't fixed the issue, their customer service agreed two possible dates and their engineer would contact me to agree times. Not a peep - no communications at all. I then got a local firm to come out and their engineer arrived next day and took only 15 minutes to identify that the fault was that the internal timer on the boiler had been turned off. He turned it back on to continuous operation and the boiler roared into life. Problem solved.
I then complained to ERG for their tardiness, their lack of competence, and that I had paid out for a new receiver (not needed) and another engineer. They rejected my complaint, their engineer said that he had not advised me regarding the receiver (it was actually noted on the invoice) and that he had made two visits (he had only made one). I am now taking them to court.”
“Best to avoid. Took money for work they couldn't fulfill due to lateness and policies.
Booked an engineer to come out to fix a gas pipe, I took a day off work for the engineer. They were over 6 hours late so I waited in over 10 hours for them to actually arrive, I was told engineers can't come after 5 but he came at half 6 (no need for me to take a days unpaid work). When the engineer arrived they warned me they likely wouldn't be able to complete the job as they can only work until a certain time, they worked for 30 minutes and said they'd come back so to call the booking team the following day for more details. The next morning I was charged a full hours work (£170) as that's the minimum hours they charge, even though the engineer was running so late he couldn't work a full hour. It took 2 more days of calling the booking team to get any further information at which point they quoted me another 2-4 hours work and £80 for parts which would of cost less than £10 to obtain. Before this quote I made a formal complaint about all the problems of lateness, lack of communication and charging for work that they couldn't fulfill. The emailed reply days later was really awful, answered one problem and was formatted REALLY badly as if a child had written it. To top it off I got another large company in to have a look, they fixed it in a day (late but did their job) and it cost £120! If further works would like to contact me my order number was 393114.”
“Came out to do a service. Couldn't do one but still charged for one. Did not have authority to take the money. No call out charge? Don't believe them .”
“Little better than scammers.
You'd have to be desperate to use this company and we were, so we did, prepared to pay the exorbitant charges because we needed reliability. They didn't turn up within the four hour window, then phoned when they plainly hadn't gotten their money, full of apologies which soon turned to threats we would have to pay anyway, when we then cancelled, having waited another 90 mins. Excuse me? The best part of 160 quid for nothing?? I don't think so.”
“My elderly mum rang her local electrician and arranged a visit. She then got an email from ERG confirming the appt. She thought it odd but assumed that her normal company had been taken over by ERG. Her normal company did the work but she was contacted by ERG to say they were overbooked and could they reschedule. When she made the booking she gave card details. So somehow ERG had accessed/hacked her normal company. Its a completely different area code. Scammers indeed.”
“This company is an absolute shower of you know what. Do not even think about using them. I booked an urgent call out, they said they would be there at 8 pm, kept us waiting until midnight, then told us they couldn't make it. Didn't turn up the next day, finally arrived at 5 pm two days late, but by that time we'd got the job done by someone else. Unfortunately, I forgot to cancel so they charged me a £90+ call out fee. They are crooks.”
“I called on Friday after my Gas smart meter was installed. The smart meter engineer said i've got a gas leak on my boiler so I will need a plumber to fix and then turn the gas meter on. Explained this to ERG. they said they'll be there that Friday by 5PM. They didn't turn up so I called at 5PM to advised i've got somewhere to be and if they were coming my mum will stay at the house. Fobbed me off until the Monday. They called my mum to tell her someone will come over the weekend or by 9AM Monday. I stayed in all this time and nobody showed up. Once I called them again they fobbed me off till 3-4PM the Monday afternoon. By that time, i contacted someone else who was there in a matter of a couple of hours and they were very quick to assess the problem and they have the new boiler to fit tomorrow. ERG still haven't attempted to turn up to my property a week later but I have cancelled my appointment now the other company has the parts needed to complete the job. Would give them a 0* review but it won't give me the choice to post anything less than 1*”
“Scammersssssss. Charged me for a temp fix 188 quid (superglued cracked hose) and now want 280 for another .,,engineer,, to pop in tomorrow to fit a broken hose which I checked on manufacturer's website is 9.99.....”
“Would score lower if the option was there.
Please do not waste your time, thought we had someone come over to attend within the hour on a Saturday (which we had agreed to pay the higher charge for) to an emergency, only to be called 10mins before our plumber was due, to be informed that they had no plumbers available and that the next available day they would be able to get out to us would be Monday, helpful in an emergency situation!!
Customer service was appalling, the attitude was take it or leave it, it’s not really our problem. I don’t care how big any business is, to have that attitude towards a customer in an already stressful situation is utterly disgusting.
Although looking at the reviews it looks as though we dodged a bullet.”
“Was told someone would be out between 9-1pm then at 1.30 received call to say that they were stuck on job so would be out before 4pm, we called them at 6pm and they said they'd be out at about 9 or 10pm, cancelled call out and have told them that we will not be rearranging or paying any cancellation fee and have told them to delete every detail they have about us, especially our card details. Wasted entire day and for nothing, very angry partner to deal with as well now!!!”
“Nail in pipe, so needed an emergency plumber quickly. Called ERG and a plumber turned up , who said we were lucky to have him. £180 per hour, charged full 2hrs for a job that he was there for 1hr and 8 minutes. this would have been easier to take had the work been done satisfactorily. The soldering he did was a temporary fix and the central heating did not work. Had to pay again to have the work rectified by a plumber recommended to me. He said the job was shoddy. He had to drain the system a couple of times to get the heating working.
ERG customer service is awful, cannot get to speak to anyone, only through email. Total job cost £630, for a nail in a pipe.
Please do NOT use them.”
“This Company are certainly everything the lower reviews say. A FRAUDULENT COMPANY. After calling the comany for a pipe flush I was asked for my Bank details, Yes, I agree what a fool I am. The Engineer turned up and was there for 1 mili second to tell me he couldn't do the job. I was told there would be NO CHARGE. Guess what ! this afternoon £234.00 has been removed from my bank. I would URGE people NOT ever to give bank details. Genuine customers like myself have been completely HAD by ERG Facilities Ltd10 Journeymans WayTemple Farm Industrial EstateSouthend-On-SeaSS2 5TF. DO NOT GIVE BANK DETAILS. Trading Standards will be getting a call and the Financial Ombudsman !”
“Another person stung by these chancers. Cancelled my credit card when I realised I had been taken for a fool but they beat me to it and took the funds. I have contacted my credit card company and disputed the payment. It's worth a try ...”
“I recently had central heating problems and googled central heating repairs near me and this company was the first search result. Having been fortunate enough to not be swindled by a company in the past, I foolishly trusted the company's website when reading the 'rave reviews' they had listed.
If only I had done a simple internet search of the actual reviews of this company.
In similar fashion to many of the reviews listed here, I rang ERG to ask if they could fix my central heating and arranged for an engineer to come out to fix the issue, quoting me £150 per hour of WORK plus any materials needed, asking me to provide card details up front (in hindsight this should probably have rang an internal alarm bell; you only need to implement credit control measures such as this if you intend on duping your customers).
When the engineer came out he had been here no more than 10 minutes before leaving, telling me he knew what the issue was but didn't know how to fix it himself. I was then rang by ERG saying they were going to charge me £150 for an hours work and would need to send out a second engineer if I wanted the issue to be fixed at a cost of a further £150 per hour plus materials. I was left no closer to central heating and £150 poorer. I'm not too proud to admit that we aren't the most affluent family so £150 is a big hit on our monthly spending.
It is an utter disgrace that this company can claim to provide a 'professional service' to their customers when their engineers aren't able to perform basic aspects of their job, and rather than preserve their reputation (although judging by the reviews on google there probably isn't much of a reputation to preserve) their primary policy is to charge excessive additional fees to solve the problem. We rang the company on the night of the incident to raise an issue with the service we had received, however, the operator who answered was rather blunt and unwilling to help us. After persisting that we were not happy with the treatment, the operator agreed to investigate the matter and speak to the engineer and then get back to us. We received no return phone call and were charged two days later.
I'm aware that the company are probably covered legally, but you have to question the morality of a company who prey on the naivety of people like myself during the worst recession of this generation. I have definitely learnt a life lesson this week. My only hope is that future potential customers read this review and instead opt to give their money to a company or independent trader who possesses some integrity and will ensure that their customers receive exemplary work. After suffering through this ordeal with ERG, I rang a local trader who managed to fix the issue the day after. He was appalled by the treatment I had received and noted that he would warn future clients not to deal with ERG. Hopefully ERG's notoriety will only grow in the future, forcing the company to either overhaul its current policies and operations in favour of making an honest living or enter into liquidation. Although as long as it's shareholders are withdrawing sizeable dividends, I shan't be holding my breath.”
“I have requested the engineer for installing a nest thermostat from Erg gas and heating. The visited engineer never installed a nest thermostat and he asks me boiler manual. He didn't do anything went away after wasting my 30min. The company charges me £150. (£125 +VAT) They only allow to reach them through webchat. This is a new way of scamming people.”
“Disgusting treatment and complete liars, my boiler broke down and told me I needed a new boiler when it was a £50 fix.
Left me waiting 8 days with no hot water or boiler, never replied to countless emails and never returned calls.
Customer services replied once then wouldn't reply.
How many others have they scammed.
DO NOT USE THESE!!”
“Do Not go anywhere near. They should not be allowed to operate. I was panicking and thought £125 would guarantee some good service ie turn up prompt, pick up some bits local if needed come back do job. Instead £150 for two minutes - didnt even secure shower mixer drip or shut off isolators to make safe - nothing. Even cagey about giving the quote - I had to contact them -did this out of curiosity as no way was I going to use them. another £320 on top - £150 labour + 140 for mixer tap. I got a mixer for £70 and did it myself in half an hour. Also their 'sales' man was really aggressive and pushy taking advantage of my panic over a plumbing problem. Took all my bank details and I was so distraught by this i thought it might be fraud and phoned my bank to warn them!!!”
“DONT DONT USE THEM THEY ARE RUBBISH
AFFORDABLE RELIABLE. FAST RESPONSE
This is what they say they also say no call out charge.
It cost me £135 for him to diagnose the problem all of 10 min. He said he would be back to fit the part. £235 later he arrived with the part. Ohhh by the way my heating was working perfectly well when he arrived. But when he left no heating.
I rang them 4:30 they said that they could come out until the next day even though I have a 4 week old baby. We had a very cold night.”
“Called out paid 125 +vat for the call out, (vat was not disclosed at the initial call). Told we needed a part that they would have to order, over £250 for that, once ordered they have come out again and advised they need to order another part to fit the first part.
This company appears to be scamming people, not providing a good service.
Boiler remains broken 2 weeks later and over £400 down”
“Our boiler was making a noise so we called ERG who said they would send someone at an hourly rate of £125 plus VAT. He arrived, told us we needed a new fan which he would need to order. He was only with us for 15 minutes and we got charged for the hour. Don’t ever go through a call centre, they know how to rip you off. When the engineer returned with the fan it was the fan plus another hour plus VAT. The boiler is working well again but we will never use ERG again. I don’t know how they can charge such exorbitant prices. I have to say the engineer knew what he was doing and was very pleasant and friendly.”
