Review Time
Booked and payed for my first service 5th December 2025 still waiting after countless no shows, seems to be free cash and no service I'm going to have to cancel my service and give up my none existing warranty and get in touch with gas safe!
DO NOT TOUCH THIS COMPANY ABSOLUTE SCAM!!!!!!
I’ve taken some time before writing this because I genuinely don’t set out to cause professional harm to any business. However, after three years of ongoing issues, including two separate carbon monoxide escape incidents, and being left without heating or hot water for three days, I feel it’s important to share my experience. On both occasions, we were left without heating and hot water during some of the coldest times of the year. The second incident occurred during the half term holidays, which added further disruption and stress for my family. When a company’s service potentially risks my family’s health and leaves us in those conditions, staying quiet does not feel responsible.
There are some positives. The accounts department has been responsive and polite throughout. In fact, copying them into correspondence has consistently been the only reliable way to prompt action from BeSure. While that does demonstrate that some individuals within the organisation care, it is concerning that escalation via accounts appears necessary to receive attention elsewhere in the business.
Customer service needs significant improvement. Calls and emails often go unanswered, and the advertised 24/7 helpline does not operate in a way most customers would reasonably expect. Being redirected to what appears to be a full voicemail box, reportedly linked to a personal mobile, does not inspire confidence. A clear escalation process, monitored call handling and guaranteed response times would make a substantial difference.
The AI phone system also needs reviewing. While automation can improve efficiency, it should enhance communication, not create an additional barrier. At present, it feels like issues are logged but not actively followed through. A visible ticketing system with confirmation emails and defined response windows would improve transparency and trust.
From an operational standpoint, attention to detail during installation and follow up inspections must be prioritised. Repeated safety related faults, particularly involving carbon monoxide, are extremely serious. I would strongly encourage the company to review internal quality control procedures and ensure that all work meets robust compliance standards. Independent auditing against recognised frameworks such as ISO standards, SSIP accreditation and rigorous health and safety benchmarks would provide customers with much needed reassurance.
The 10 year warranty is marketed as peace of mind, but a warranty only has value if customers feel confident that support will be accessible and proactive when problems arise. Building a responsive aftercare team with clear accountability would strengthen that promise considerably.
I genuinely wish BeSure well moving forward. However, due to the seriousness of the most recent events, I have sought cover from a long established provider that I have previously used and trusted. This has not come cheaply and does mean forfeiting my existing warranty. I do have a 14 day cooling off period with the new provider, so if someone senior within BeSure can offer meaningful reassurance and a clear plan of corrective action, I remain open to discussion. That said, given my most recent experience, I am understandably less than hopeful for obvious reasons.
I do not write this lightly. I understand that businesses face pressures and staffing challenges, and I sincerely hope this feedback is taken as an opportunity to improve systems, communication and, most importantly, safety oversight. However, after the risks my family has faced, I believe this review is justified.
I would genuinely welcome a considered response outlining what specific steps will be taken to address these concerns and prevent similar experiences for others.
It's been 2.5 months since installation, and I'm still waiting for my Building Regulations Compliance Certificate and the correct warranty. The engineers provided excellent service and high-quality work, and while the sales representative was responsive, the company's administrative process is quite chaotic. Significant Concerns:
- They unexpectedly changed the payment terms from 50/50 to 100% upfront.
- They attempted to charge extra for a thermostat that was already included in my quote.
- There is poor coordination within the team; getting timely responses from the after-sales department is challenging.
- Although I appreciate the quality of the physical work, the anticipated "peace of mind" has turned into weeks of chasing paperwork. If you decide to go with them, make sure to keep every email and be ready to advocate for your certificates.
The installation went well, but customer support is seriously lacking. You're locked into a warranty for servicing, yet every year there are problems with the technician's arrival. Even after confirming the appointment, there are always issues, and they don’t show up. Excuses vary, and the story changes when you follow up. It’s hard to trust their assurances. AVOID this service; while you might eventually get your service, it will come with significant frustration and wasted time.
The installation was satisfactory, but the customer service is appalling. You are bound by a warranty contract for servicing, yet each year there are issues with the technician showing up. Even after confirming the appointment, there are always problems, and they fail to arrive. Excuses vary, and the story changes when you call back. You can't trust their words. DO NOT ENGAGE with this service; you may eventually get your service done, but it will be filled with frustration and lost time.
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