Review Time
Very pleased with the service. The admin staff kept me updated in advance and the plumber also contacted me prior to confirm when he would arrive. He was lovely, reinstalled the air ventilator on my radiator, and finished the job in good time. He explained everything clearly when I curiously asked a few questions. Would recommend! Travelled all the way from Glasgow, which I really appreciate as I am based very far out.
Very pleased with the service. The admin staff kept me updated in advance and the plumber also contacted me prior to confirm when he would arrive. He was lovely, reinstalled the air ventilator on my radiator, and finished the job in good time. He explained everything clearly when I curiously asked a few questions. Would recommend! Travelled all the way from Glasgow, which I really appreciate as I am based very far out.
First of all the engineer Daniel was absolutely fine when he arrived and absolutely no issues with him. However it still is 1 star review due to the horrendous customer care from the office. Their policy is not to arrive unless customer answers their phone prior to attendance. Given that the office had the wrong number nobody attended on 20 January. No e mail was forthcoming either to advise me of this non attendance. Called them to raise the issue and they agreed to confirm my number by phoning me there and then. Up receiving no call I called back five minutes later. Amazingly despite the person sounding very like the person I had previously spoken to, said that she had only taken over the phones and had no idea what my problem was! Anyway rebooked for 26 February. Advised that I would get an early slot and to phone on the day to confirm. Finally my phone number was updated(or so I thought).Fast forward to today, 26 February. Phoned at 0925 as agreed and told I was 5th on the list and it would be after 2 30 pm. Could not be earlier as a technician was off sick. Confirmed my number and incredibly it was still wrong. Once again I updated it and also provided my wife’s mobile as an alternative. To be fair the technician got to my house at 12 00. He phoned my wife’s number after not mobile was unobtainable. So the staff member noted my mobile number(yet again) but failed to pass it to the technician. At every stage of dealing with the office of this company they were rude, dismissive and completely incompetent. Please go elsewhere. I should say that this was a boiler service on behalf of Domestic and General so think about this when taking one of their care plans in west central Scotland.
Not a local company to me but they were referred via Homeserve insurers. On Tuesday morning we woke to a large damp parch on a downstairs ceiling. I called Homeserve immediately , an appointment was booked in for Wednesday morning. I did ask if an earlier appointment was possible, they called Hiflow and was advised that Wednesday was the earliest availability. Now I had explained that my husband is seriously ill but this was of no consequence. The water had to be turned off and electric heaters bought to keep him warm. Several photographs were requested and sent to Hiflo and I received a call stating the engineer would be with us at 8am Wednesday. He duly arrived and had a quick look upstairs, he came down and advised that as we had turned the water off he could not see the leak, water was turned back on at his request, still no leak to be seen. He said that he would put some tissue down so that it could be seen on his return. He did say that if leak was under the water tank the ceiling would have to be taken down for access, fair enough I suppose. On Friday morning the leak was horrendous. It had spread from a patch of about 18 inches diameter to approximately 6 feet in length, I called Hiflow on the number given at 8am, voice Mail saying call back at 9 which I duly did. Had to leave a voicemail. I called back at 12 to chase up for an emergency appointment and was told that as I hadn’t taken up the floorboards or taken down the ceiling ( I’m 70!) no one would be attending! I just couldn’t believe the arrogance or hostility. Has anyone tried to get a joiner out at a few hours notice these days? I phoned Homeserve who said they would contact this company, but the refusal continued. Eventually I received a call from Homeserve stating that an appointment had been made for Monday morning. (Emergency cover 🤣). I spent the rest of the afternoon trying to find a plumber who could get out to me. At 5pm I had a call returned and a plumber was with me inside 20 minutes (that’s emergency cover). It took the plumber approximately 10 minutes to find the problem. He lifted carpet and floorboards repaired the leak, cleaned out the inch plus of water, put floorboards, underlay and carpet back, cleaned up after himself. He also said that if the ceiling did come down, he would organise someone to come and do the repairs for me. Now that is what I call service and this company should learn from that. I don’t usually write reviews as I really can’t be bothered with them but I received a call yesterday from Hiflow demanding why I had cancelled Mondays appointment, my reply was short and yes I was rude, I told him his company was useless. The man was annoyed , stated now look here I’m trying to help you. Wrong Mr Hiflow, the time to help was earlier in the week, not waiting 6 days for an emergency call out.
HiFlow were sent out by Saga Home Emergency Insurance on Boxing Day to deal with an active water leak at my mother’s house. My mother is in palliative care.The plumber who attended did absolutely nothing other than make excuses.He arrived without basic materials, stating he didn’t have the correct pipe or even plumber’s tape, and claimed he was only authorised to carry out a “temporary repair” — which he did not do. He then incorrectly told me I needed to hire a joiner to remove a plaster ceiling, demonstrating a lack of basic understanding of building work.He said he would call back to arrange the repair. No one ever did.I contacted Saga and was told the issue should have been resolved by HiFlow. HiFlow were reassigned the job and were meant to call me within four hours. Again, no contact. Six days later the water is still leaking and no repair has been carried out.I was forced to put in a temporary fix myself by buying a basin to catch the water.This was an emergency call-out and HiFlow failed completely — not even a temporary repair was attempted. The company appears more focused on charging a call-out fee to the insurance company than actually fixing the problem. Completely unacceptable.
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We are a family run business providing heating, plumbing & joinery services to a variety of clients across West Central Scotland area.
We work with one off private householders, housing associations, letting agencies through to national insurance backed companies.
We are Gas Safe registered and are also proud to be a "WHICH" Trusted Trader.
No job is too small.
We will agree a fixed price cost for initial examination and repair of your issue. We will then provide a written quote for any follow up required - no surprises.
For larger or more complex works we will happily provide a free site survey & written quote.See more
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