“Absolutely shocking service. Called on Friday afternoon to register a boiler breakdown and leaking water. Was told they will call back no one available in office to speak to. Never called back some called again, said they will take details and callback. This happened 4 times by this time its 9.30pm, was promised an engineer would be out within 24 hours. Saturday comes and no engineer. So again made several phone calls each time told no one in office to speak to so leave message and someone will call back. After several phones calls told at 4.30pm on Sunday that actually no one is in the office to speak to on a Sunday. I explained on each of the phone calls that venerable elderly people are in the property (with dementia) and are left with no heating or hot water. So the company advertises a 24 hour 7 day emergency hotline alongside "Our network of 1000+ Gas Safe registered engineers are available 24 hour a day, nationwide" "We will dispatch our closest on-call engineer to your home and aim to be with you within 90 minutes " IT IS PRETTY CLEAR THIS IS NOTHING MORE THAN FALSE ADVERTISING. Unbelievable that you advertise these claim's and leave Elderly Venerable adults with faulty leaking boiler and no hot water or heating.”
“Engineer turned up 5 hours early, spent 5 minutes looking in the airing cupboard made an appointment for the following week and didn't turn up. Rang their office and really unhelpful. I decided to cancel the policy as I had wasted 2 years of money and got no service. They said it was my fault for arranging the appointment with their engineer. None of this was made clear ,no policy documents were received and now, despite ringing them at least 4 times saying that I would pay their demand of £42.50 when I could, the most recent being yesterday when I informed them the cheque was in the post, they keep messaging me with their demands for payment. Really awful experience and still got a knackered boiler.”
“Cowboys - stay away. We’re currently reporting to trading standards and the police for signing up a vulnerable relative for their insurance plan — without their knowledge — refusing to accept cancellation, charging almost 200% in late fees on top of the payments and then threatening with bailiffs for around 2 years.”
“Attempted to contact them several times for boiler annual check and was always told someone will come. Until I finally got the same engineer who had come the previous year. Who was complaining about them not paying him. He did the service and there was a fault which they refused to attend to. So I cancel the subscription and got the same engineer at my own cost to solve the problem. Wrote to complain without any help. Only to be threatened by letters of demand to pay them for services not rendered. Who does that with the way the economy is. By the way I spoke to someone from accounts who was very unprofessional.
There communication is horribly and no customer care at all. I regret using them.”
“Rubbish!!! I had highest cover but they said pump replacement wasnt in that so charged £300 and wanted money upfront . Then they didnt turn up on day after making 5 calls to see where they were. Asked to cancel policy and they said I couldn't because it had already been renewed without my knowledge.”
“Master of “Smoke and Mirrors”
I am hoping this review will increase public awareness and protect people from misleading information and excessive charges.
Registered as “UK Boiler Company Ltd” (42 Dingwall Road, Croydon, Surrey, CR0 2NE
No: 09078640) operates under many alias names or covers.
Its ex-director, Mr Habibur Rahman, is currently the ONLY engineer of the company with Gas Safe registration. The company sub-contracts (or sub-sub-contracts) local engineers and adds a considerable commission on the charges. See attached screen shot.
Alias 1: The Boiler Company: Behind its glassy pictures and after a few clicks on its small prints, you will see the real name and address of the same company mentioned above. Check their jaw-droppingly long and comprehensive service exclusion list. For example even resetting the boiler temperature is excluded from the services offered under their boiler cover.
Alias 2: Smart Plan: Note, all links are “under construction”. The company does not have an online payment system. They prefer to communicate on the phone including obtaining credit card numbers and other personal information.
Alias 3: Boiler Help Line: It uses the logos of renowned boiler manufacturers on top of the webpage, whilst keeping the company’s name in small prints in the bottom of the page – This company has NOTHING to do Vaillant or Worcester Bosch, Baxi etc. See attached screen shot.
Example of Service Costs and Waiting Time:
They charge a non-refundable £135 for the “call out and diagnostic” of which NOT A PENNY is for the actual repair cost. I found several complaints about this misleading £135 charge on the internet. If the customers decide to carry on with the job they will have to make much bigger payments in advance. In my case, they asked for £444. After weeks of waiting, I called a Vaillant engineer who fixed the boiler in 30 minutes at a total cost of £285.
General advice: Beware of fake and glassy online pictures and make sure the company is really what it pretends to be. Do not pay on the phone as you will never know the terms and conditions (small prints). “Exclusion Terms” are far more important than what is included in a pre-paid service. Reputable companies and manufacturers are reliable and can even be cheaper.
The provided web links are correct at the time of posting this review (22 April 2022) . All the information has been obtained from the public domain available on the Government- approved sites.”
“If I could give no stars I would, a useless company, cancelled a policy because I had to have a new boiler, 10 months later and no other letters and phone calls, they ask for £116.00 for the rest of the years money. Said they tried to contact me but haven't now saying I need to prove that I called 10 months ago. Utterly useless would not use again!!”
“Boiler breakdown complete in 3 hours! Was only low pressure in the end but I am impressed with the level of service! All costs included in the contract!”
“Have come round to do my service. Peter the engineer was very good and cleaned around the boiler unit as it has not been serviced for ages and was very dusty. Boiler passed service I am very happy and I will recommend to my children as they need boiler service too!”
“Your engineer Gary arrived at the stated time and quickly found the problem with my broken boiler. He was very careful in the manner in which he approached the task, left no mess and had completed the task within 60 minutes - fantastic.”
“I am happy with the boiler company having just done my boiler inspection. Just wish the engineer would have called 30 minutes beforehand instead of 5 as I was in the middle of my tea.”
