Heelas Heating & Renewables

Dear Vincent, I'm sorry you feel you have had a bad experience with Heelas heating, however, I feel I should reply with some facts which you have unfortunately forgotten to include.Firstly, I was actually on site for just over an hour when I came to service the boiler (I have a vehicle tracking log to prove this) After finding out your boiler had failed (early the following morning), I was on site within the hour (by 8:30 AM) and had restarted the boiler, which continued to run perfectly for another 4 hours.You kindly let me know that the boiler had failed again at 1 PM that day and I almost immediately contacted you with advice on restarting the burner, and said I would be with you later that same afternoon. I arrived at 3:10 PM that afternoon and restarted the boiler which ran perfectly for over an hour whilst I was on site trying to diagnose what the problem was, but it did not fail or show any faults whilst I was on site. I went to some length, whilst on site telling you how an oil fired burner worked, explaining that if the burner did not fail whilst I was there, it was impossible to diagnose what the fault was.You kindly let me know later that evening (8 PM) that the burner had failed again,unfortunately I did not get the message until early Saturday morning, when I promptly replied to you at 7 AM to let you know that I would drop some electric heaters around ASAP.As promised, I dropped the 4 x electric convector heaters at your front door at 7:25 AM. Good service!

Dear Suzie and Dominic, I’m sorry you feel that Heelas Heating have over charged you for the reported 40 minutes I was on site, however, you have not been honest in your review of the service that I provided. I take any complaints very seriously and to get this review a year and a half after being on site, and after the invoice has been settled promptly by yourselves (without query), is a complete mystery to me? I feel it is unfair that we were not given the opportunity to discuss/resolve the perceived issue with our charges at the time. You were made aware of our charges for a solar service before I came out and I explained whilst on site, that due to the number of issues I had discovered with your system, I would not be able to carry out/complete the service work. I also explained to you that a charge for my time still applied, but as a gesture of good will, I would not charge for the full £250+vat for the quoted service work, and give you a reduced rate. I actually spent a total of 1.75 hours on site investigating the problems identified and working out what needed doing, to fix the solar system and bring the hot water cylinder install up to a proper/safe standard. I can also prove the time I spent on site, as we have trackers on all of our vans and can produce a tracking log/printout as evidence. I also spent further time in the office producing a detailed quote/specification. I Would like to give you the opportunity to remove/rethink your dishonest review of my company.