Premier Heating Solutions Ltd

Whilst we do not feel this review is totally accurate as we made several free-of-charge visits and the heater was installed for several years before the issue was reported to us, we appreciate your feedback and will pass on your comments to our Customer Service Team. Thank You.

Thank you for your feedback, and we're pleased to hear that you were happy with the promptness and professionalism of our service. We completely understand your concerns regarding the cost, especially when the job was completed quickly. Our pricing reflects not just the time on site, but also factors such as travel, availability of experienced engineers, materials, and the urgency and complexity often involved in plumbing repairs, even if they appear straightforward. We aim to be transparent with our quotes, which are provided in advance with no obligation to proceed. We're sorry to hear you were disappointed, and while we strive to offer fair value across all job sizes, we do appreciate your input and will continue to review our pricing to ensure it remains competitive. If you’d like to discuss this further, please don’t hesitate to get in touch directly.

We’re very sorry to hear about your experience and appreciate you taking the time to leave feedback. We fully understand how frustrating this situation must have been, particularly when dealing with a leaking hot water tank and needing urgent support. The emergency video support system referenced in your review is provided through a third-party software platform that we have successfully used for a number of years without issue. Unfortunately, on this occasion there was an unexpected technical glitch with the system at the exact time assistance was required. As soon as we became aware that the system was not working correctly, we contacted you directly first thing the following morning to discuss the issue and provide further support. We are pleased to hear that the engineer you spoke with was helpful. Customer support and reliability are extremely important to us, and while this issue was caused by an unexpected technical failure outside of our control, we completely appreciate the impact it had on you as a customer. We would like to thank you for having been a Premier Club member and are sorry that this experience has affected your opinion of the company.

We are sorry to hear that you were unhappy with the installation, as we always aim to provide a professional service and leave our customers satisfied with the work carried out. We take any concerns relating to our workmanship seriously and, where issues are raised, we believe it is important to have the opportunity to return to the property, inspect the work ourselves, and resolve matters wherever possible. In many cases, concerns can be addressed and resolved quickly once we have had the chance to investigate them fully. Unfortunately, in this instance, we were not given the opportunity to revisit the property or assess the issues being alleged before another company was instructed to remove and replace the installation. As a result, we were unable to inspect the original work, discuss potential solutions, or carry out any remedial action ourselves.