Review Time
Appalling customer service from this company. Had a new boiler installed by Swale Heating (Sureserve) in December 2025. The electrician was booked but did not show up on the day. I received a phone call from customer ‘service’at 16.59 hrs on the day itself, to say he wouldn’t be turning up, and could I rebook. No apology whatsoever - no training in evidence there. Electrician turned up the following day, and said that the metal filter and the pump were located in the wrong places, and needed to be switched round, which was later done. The balance of the system has not been right since. Have messaged the company twice, and contacted the ex-service engineer who did the original quote - NO RESPONSE FROM ANYONE! Atrocious level of service, be warned!
Absolute scammers since they were taken over by SureServe. Swale heating people give out wrong numbers as do SureServe. Paying the monthly premium but they just wont respond with either email or phone.
DO NOT go with these people
The engineers show promise and a willingness to assist, but the real issues stem from the booking system and its accessibility. I've encountered wait times of over 40 minutes on the phone, which led to my frustration. We've dealt with canceled appointments, long delays for parts, and a recent error where the engineer arrived expecting a different job, leaving the actual issue unresolved. Our main radiator, which should provide warmth downstairs, has been cold all winter! What is going on with the service? The engineers apologize and seem just as frustrated as I am!
While the engineers are capable and eager to help, the issues seem to originate from the booking system and its accessibility. I've waited over 40 minutes on the phone, ultimately giving up out of frustration. We've had canceled appointments, long delays for parts, and a recent mix-up where the engineer arrived expecting a different job, leaving the actual issue unresolved. Our main radiator, which should keep us warm downstairs, has been cold throughout the winter! What is going on with this service? The engineers are genuinely apologetic and appear just as frustrated as I am!
I received a notification about my annual service scheduled for January 15th, with an engineer expected between noon and 6 PM. We waited all day without heat, and like many others, no engineer showed up, nor did we receive any communication. I understand emergencies take precedence, but we should have been informed. Attempts to access their customer portal failed, and my follow-up emails received only automated replies. Their standard response to other complaints seems like a brush-off. I dread to think what would happen in an emergency; we would be left in the cold. I pay a monthly fee for service, and I'm now canceling my direct debit. This company has taken enough of my money without fulfilling their obligations.
Once again, there was no attendance for the scheduled appointment. After last week’s no-show for the boiler service, I was assured they would definitely come today. I was instructed to turn off the boiler beforehand, leaving us without heat or hot water all day. They show no regard for the time taken off work. There was no explanation or contact from them. It’s incredibly disruptive. Do not enter into a contract with this company; they will not show up at your property.
The boiler has stopped working again for the fifth time this year. A resident, who is a stroke victim, called the service center at 8 AM on January 11th. They were aware of her condition and mentioned it could take all day. By 5 PM, after no updates, she called back and spoke to a rude representative who said it could take until midnight. Now, it’s 8:11 AM on January 12th, and still no one has come. They claim they didn’t know the tenant was vulnerable, which contradicts what I witnessed during the call. The lack of accountability and responsiveness is appalling. The tenant is still in a cold home, and despite promises for urgent attention, the situation remains unchanged.
I feel sorry for the people who work in its call centres. It can't be fun having to call the same person multiple times in a week to explain why a promised boiler repair person isn't going to make it, especially when they agreed that our case is an emergency due to us having a baby in the house. Those people aren't to blame - but someone hiding above them is. This shoddy, mismanaged company takes £20 a month from us and provides nothing but excuses and apologies in return. Their "premium boiler plan" is a joke. Or at least it would be, if our boiler didn't keep shutting off at night when it's minus 7 outside. Avoid, avoid, avoid this disaster of a business.
I’m giving one star just to leave a review, as I would rather leave none. I've detailed my experience elsewhere, so I'll keep it brief. AVOID ENTERING A SERVICE CONTRACT WITH THIS COMPANY. They fail to deliver, sending a different engineer each time with no communication among them or the office staff. It's been three weeks without heating, and I've lost hope. Long wait times to reach anyone, followed by unfulfilled promises. It's astonishing how this company remains highly rated despite so many terrible reviews.
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