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.
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