“My father had an account with them since 2014. He passed away in 2021. No letters about payment or paperwork in his belongings so we had no idea about the account. 3 years later discover the account exists and get a "redemption" figure. Takes ages to even get in touch with someone to get this figure.
The figure is erroneous. Fees added not per their contract.
The boiler doesn't work any more.
They have failed to provide the service history as per their contract.
No answers to basic questions by email.
No answers to telephone EVER.
Emails ignored for weeks and then just sent the same erroneous numbers without answering ANY questions.
Insane as they have a charge on the house so it's all in their favour. Outrageous behaviour.”
“My review is very similar to those below, No response to my emails , No way of contacting them, No annual service, my deal ends with HFB in two years ,would not recommend.”
“So here we go in the same boat as everyone else I've noticed a lot of 5 star reviews over 4 years ago and I get that as they were fine 4 years,ago you were able to pick a phone up to them but you can see now all the reviews are 1 star and below in the last 2 years this company are bad news make your own conclusions if purchasing from them but be it on your own head!!!”
“Exactly the same as everyone else no contact hasnt been serviced again for 2 yrs coming up 3 what are we paying them for and it goes up every year just for the priveledge cant even cancel the direct debit to mske them contact me because the account finance is held through a financial company.”
“I have never had any trouble contacting HFB until now when I have tried to book my annual service. In the past it was a phone call and you got to speak to someone. Now I am trying to book my annual service and the recorded message says fill in the on line form and someone will get back to you. Still not had a reply after nearly 2 weeks and filling out the form twice and sending an email. Absolutely terrible service mot good customer care really not happy”
“Very poor communication and customer service. No hot water or heating for 10days. Have two vulnerable adults at home. No telephone number to actually speak to someone”
“Been without heating and hot water for 8 days absolutely terrible service. Hide behind emails. What exactly are we paying for in our contracts. Really need to get there act together.”
“3 days waiting for repair or any contact from HFB. Just e-mail that they will chase the repair. Middle of winter, boiler broken down and they do not care to respond!!!!!Shocking”
“No one will speak to you, emails take days to be answered. Even to get the annual safety inspection/service is a nightmare as it takes weeks of back and forth emails to get a date. And all the chasing is on the customer's part, no prompts or reminders. Definitely do not use these unless you are on the ball, have the time and energy and want to manage everything yourself. This is definitely NOT hassle-free unfortunately and not for anyone who wants a proactive, helpful service.”
“Having a total nightmare with hassle free boilers and would highly recommend avoiding at all costs. Bought a Viessmann boiler 5 years ago which has caused us nothing but trouble. We paid for an extra 2 years warranty taking the warranty to 7 years but between Viessmann and hassle free boilers they're both saying we have to speak to the other company to get someone out for the latest problem (plate heat exchanger) we've been left with no hot water for 5 days now. Hassle free boilers DO NOT have a phone number to ring anyone instead you have to communicate using emails which takes days to get a single reply everytime. They couldn't help you more when you're buying from them but once you've paid they want nothing to do with you. We're now having to go to trading standards to resolve.”
“Total disgrace,how many emails do you want .Terrible no phone service .Just take money now reporting to trading standards as you clearly don’t know what a contract is.”
“Hassle Free, their name, like their customer service is anything but hassle free!!
If i could give a 0 stars i would.
Where do i even begin... in 2019 we had a boiler installed. Since 2020 we have had nothing but issue after issue with the boiler which was poorly installed and is not fit for purpose, no survey of the existing system was carried out prior to installation. Jacob has advised the company used to fit the boilers were inadequate and they no longer offer that service.
We have had in excess of 12 call outs to breakdowns in the past 2 years with the boiler, with multiple failed appointments, chaser e-mails, long waits on hold, waiting for parts to be delivered whilst having many days with no hot water or heating.
They've replaced parts, replaced pipework, replaced radiators to attempt to resolve the issue, none of which have worked.
The biggest issue (aside from a clearly faulty boiler) is the amount of damage they have caused within our property.
I understand to carry out investigations, carpets and floorboards need to be lifted, however, after at least 6 or 7 lifts of our carpet and floorboards and poor attempts at relaying them (I get it, they're not carpet fitters!) it's frustrating that the issue is still not resolved and our carpets are ruined and our floorboards move when we step on them.
Upon changing some pipework a leak occurred above our dining room so we've got cosmetic damage to our ceiling, floorboards have been lifted and poorly refitted meaning they wobble when you step on them, our bureau was damaged by a leak when replacing a radiator as our water wasn't turned off, our bathroom floor was stained from a leak on a radiator after their failed attempt to fix an issue, it's just been mistake after mistake by their contractors, whom Jacob advised they now no longer work with due to their issues.
We've been at a stalemate with this company since our issues began in 2020 and last year refused to pay for a service we simply weren't receiving - since installation in 2019, the boiler has been serviced once, after numerous chaser e-mails to them, it has not been serviced since.
The claim for compensation for damage to our property far outweighs any arrears the company claim we owe since 2022 when we stopped paying.
Tyrone made an offer in 2022 to replace all of our lead pipework in our property, which would have cost in excess of thousands of pounds, in recognition of the issues we had experienced, but this never went ahead and this is when we stopped paying them, we have no offer of any recompense from them since this.
However, our boiler has broken down once again.. with the same issue it always breaks down with, a faulty heat exchanger.
This time, they're unwilling to come and repair it due to the "arrears" on the account, we're now left with no hot water and there is a vulnerable young adult in the property whom we've sent them their diagnosis letter from the paediatrician to prove that routine is integral to their wellbeing and part of that routine is to have a shower in the evening before bed. Jacob's response was "Please understand I am aware the stress this has laced on yourselves and it brings me no satisfaction to increase this and provide little help to you. But due to the arrears, we have no other options in this scenario"
The stress this company have caused us since 2019 is ridiculous, their boiler is not fit for purpose and after numerous conversations with Jacob I finally thought we were making some headway in trying to come to a resolution, however i was sadly mistaken.
Another failed promise and now i need to wait a further 6 days for Jacob to return from annual leave with no hot water because he is the only manager apparently available to make any kind of decisions.
We got Peter Randall's number from LinkedIn, who is apparently the only person above Jacob however he has failed to return my calls.
We are in the process of speaking to Trading Standards and have raised a complaint with the FCA regarding EFS PORTFOLIO LTD whom our agreement is with but these things take time.”
“We have been with this company since 2019 the service they provide is non existent, when they send engineers out eventually they are not competent to service our boiler and don’t do the service that is required to maintain the boiler I would not recommend this company, when you complain they have no proper complaints procedure or have the decency to contact you to discuss it either,did contact me tho when I cancelled the payment funny that. Terrible company.”
“My boiler started leaking in Jan. I was disappointed to find out there is no emergency line for this cover. After three days and engineer from Vailant did come out and was really helpful. Yesterday it started leaking again and is still going but as it's a weekend there is no way to contact HSB.
Use them to get your boiler fitted if you absolutely have to but if anything goes wrong they are awful so get out asap. Once this is fixed will be forced to take out additional emergency cover - so pay twice!”
“I got a quote for a solar PV and battery install back in September 2022 and was provided assurances that all certification (including MCS) would be provided on completion. Having paid a 30% deposit I learned that Hassle Free Boilers (now called Koze Home) are not MCS accredited for solar PV installations.
Concerned by this news I immediately requested to terminate the contract on the basis of Hassle Free Boilers miss-selling their ability to provide an MCS certificate for my installation in the contract. Reluctantly they agreed, however the refund amount was paid a week late (after their already generous 30-day refund policy) and only following 15+ phone calls a day and threats of legal action against them.
When the refund was paid to me after 35-days I noticed a fee of £240 was deducted which I challenged. Not hearing anything back from Hassle Free Boilers after many emails and attempted phone calls I was forced to submit a small claims court summons to Hassle Free Boilers.
Thankfully the final element of my deposit was paid shortly after their court summons arrived and I terminated my claim against Hassle Free Boilers.
So in summary, AVOID HASSLE FREE BOILERS AT ALL COSTS, they will:
- promise you everything and deliver you nothing
- lie to you about MCS accreditation for solar PV in the contract
- take your money freely but only refund your money once legal action against them is taken”
“My name is Jamil E3 area. Hey People. Don’t even call or get in touch with Hassle Free Boilers. These are the worst people do deal with and very unreliable company.
They’ve installed my boiler, did very bad job. Now I want the boiler to be serviced, they are telling me or call Vaillant company to do the service. Absolutely sham.”
