Aquila Heating & Plumbing Ltd

Dear customer, We are really sorry that you feel we have let you down and to such an extent to leave such a poor review. We pride ourselves on our customer service and take all feedback on board, positive or negative, so that we may further improve. With regards to this specifically, we installed a boiler for you 4 1/2 months earlier and you called to say you could hear a noise when the heating came on. We prioritised an engineer to attend within 3 working days. Our engineer diagnosed that the noise was coming from the gas meter which was unrelated to any products or services we provided to yourselves. He also advised you on a course of action to get the meter replaced at no cost to yourselves. Obviously if the issue was in any way related to the work carried out this would have been FOC under our workmanship or product guarantees. As this call was unrelated, the visit should have been charged as a diagnostic @£50+VAT, however, as a valued customer, the office staff, which you mention in such low regard took it upon themselves to reduce the invoice to £25+VAT which is our minimum charge, which goes someway to covering the cost of sending an engineer out. As I'm sure you can appreciate if all our engineers ran around diagnosing issues for all 5000+ customers have used our services, for free, we would not have a business. Again, we apologise for any upset caused and hope you accept this explanation and continue to use our services in the future.