Review Time
Waiting 3 full days over 2 weeks, no show and no contact to let me know. I look after my gran and had to cancel on a very important appointment of hers for waiting in. I have issues myself with my heart. Boiler is making massive squeaking noises 24/7, taps are loud and shaking, radiators leaking. They're absolutely horrendous as a company. Don't bother.
My landlord let James Few know that there’s no central heating or hot water. James Few claims they provide service within four hours, but there hasn’t been any update on when the engineer will arrive. I called customer service, and they told me that people have to wait much longer than expected. I called again, and they said the engineer was busy with another job, but I’m next in line. I made another call; they assured me the engineer was on the way. Six hours later, and still no engineer, no heating, and no hot water. This is really poor planning and time management—it's frustrating. I have two disabled children at home, and I haven't heard anything from them.
My landlord let James Few know that there’s no central heating or hot water. James Few claims they provide service within four hours, but there hasn’t been any update on when the engineer will arrive. I called customer service, and they told me that people have to wait much longer than expected. I called again, and they said the engineer was busy with another job, but I’m next in line. I made another call; they assured me the engineer was on the way. Six hours later, and still no engineer, no heating, and no hot water. This is really poor planning and time management—it's frustrating. I have two disabled children at home, and I haven't heard anything from them.
Gas engineer was booked for today am the 14/1/2026 to check my boiler and flue never appeared and when I phoned them the person I spoke to talked over me and didn’t tell me why he didn’t appear just re booked it for the 21/1/2026 am, ignorant to the extreme and are just a terrible company
A disgusting company who barelycommunicate and are happy to leave the home of elderly people with no heating. After agreeing to renew my parents boiler plan for another year, the boiler broke a few days ago. We waited for a visit and a part was needed. The engineer said he was only able to order a cheap version (£200 due to rules ) but it may not fit as the proper part was too expensive. After many attempts to get in touch via their crappy AI system to establish what was happening, a manager assured he would sort things. The companies answer? To cancel my parents policy (via an impersonal email) after 3 -4 days of chasing - they gave no reason. On chasing again, a rude manager said itwas too costly. We had twice been told the part was on order and he claimed it had never been ordered. This company left my elderly parents with no heat in their home in freezing winter for days with no intention of sorting. My parents offered to pay the difference if there was a spend cap. But no, this bunch refused and offered them a boiler quote! As if we’d give them the business. So reGAS SURE - if anything is sure- save your money and use a different company as there is nothing sure about this company or their maintenance plans.Thankfully another local company who are more professional came to the rescue and are fitting a new boiler tomorrow.
That's 7 whole days with a broken boiler, no heating or hot water! The week before Christmas isnt good enough!No urgency no help when you call just a boy reading from a script its infuriating!! We are freezing cold and loaded with thecold now and the fan heaters they left us with coast a fortune to run! Terrible customer service i do not recommend!!!! If I could give a minus review I would!!!
Had an appointment to get heating system serviced afternoon . No show from engineer . I called the office they said engineer couldn't get access @1.45 which is utter rubbish .as I have a security camera which records 24/7. Nobody at my door anywhere near that time Also the engineer is supposed to text a time slot which I never got . Poor show
I would like to advise potential customers before you sign up for any James Frew plans to take into consideration my experience. Since September 2022 until October 2025 I was a customer with James Frew. During that time, I had the Gold Plan, as it is quoted as providing comprehensive cover for the boiler, central heating, plumbing, drainage and electrics, providing 'peace of mind' and 'the highest level of protection'. I assumed comprehensive cover meant most issues I reported with regards to the above would be covered. Especially when they advertise:‘With Gold cover, your family can relax knowing everything – from boilers to pipes and wiring – is taken care of, come rain, shine, or the chilliest winter night’. However, when I contacted James Frew to report my first electrical fault, I was informed it was not covered in their Gold Plan policy and quoted a discounted price of £692.06 for the electrical costs. The second electrical fault I reported was also deemed as not covered in their Gold Plan. Yet again when I contacted James Frew about a shower temperature issue I was told it was not covered in their Gold Plan and when I reported an issue with my boiler, I was told it was due to a leaking pipe. Once again, I was advised the Gold Plan did not cover and it would cost £287, which I paid to repair the leaking pipe. When I contacted James Frew about a blocked toilet, it appeared to be covered by the Gold Plan. Finding the route of the problem seemed to be challenging for their specialised staff and after having to report the same issue to James Frew several times, I was told it was not covered as I had reported the same issue more than two times. Surely that is their problem as they have not been able to resolve the issue? I can clarify that no more than one issue was ever reported within the two month period, which I highlighted when I reported the blocked toilet. I was nevertheless informed by email in October 2025 that I would need to pay for the job and was quoted £259.20. It was highlighted that, ‘Further works required would be costed separately’.I did telephone a member of their staff to clarify as the Gold Plan clearly states: ‘Our Gold level subscription includes an unlimited number of callouts in connection with plumbing and drainage and electrical installation cover’ (5.10).Needless to say, on learning that James Frew was not going to withhold what they advertise, I cancelled the Gold Plan which costs £281.88 a year. So, for those wanting as quoted in the Gold Plan policy: ‘peace of mind by covering potentially expensive emergencies’ such as a faulty boiler and presuming you will be entitled to ‘an unlimited number of callouts’ when they cannot resolve an issue, please think carefully before you go ahead with the James Frew Gold Plan, or any of their plans for that matter.
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