On 5 March my ageing gas boiler broke down. The engineer attended and diagnosed a faulty gas valve. This was fitted on 8 March. On 9 March I called the company again; the engineer found the boiler to be emitting high levels of CO and shut it down. With no time to shop around, I ordered a new boiler from Better Home and this was installed on 12/13 March. I asked for an explanation of why the old boiler became unsafe and received several emails/texts in very poor English which have not satisfied me. Additionally, the installation engineer deliberately, and without asking me first, cut through the plastic ducting to my hot air dryer and crudely stuck it back together. I think it very unprofessional for a company operating in the UK not to be able to communicate in clear, unambiguous English. The new system seems to be working ok, but I shall not use this company again. In their favour, they did deduct the cost of the gas valve from the boiler installation invoice.

We had an engineer come over to provide us a quote on a variety of projects around the house, but then he never got back to us with a quote. I followed up repeatedly with the company, and although I often faced difficulty in receiving any response at all, I was twice promised that the quote would come within a specific time frame (within 2 days, or by the end of the week). The quote never came, and communication ceased. I have given up on following up with them, as I'm uninterested in having to maintain this level of effort when a job needs doing. I understand that it's a weird and busy time, but this experience has been really disappointing given all the positive reviews online.