Boilers R Us Reviews 538

This company came to my house to provide me a quote late afternoon & on the spot called their offices to book me in & somebody called to ask me to pay a deposit over the phone. I was not made aware at this point that they have terms & conditions or charge cancellation fees. The next morning I was given a quote by a different company which was £440 cheaper for the exact same job! While I was waiting for my new company to email my quote, I called Boilers R Us straight away to query their price match guarantee or cancellation. I was informed they charge a £100 cancellation fee & the price match was met with hesitance, asking was it a one man band, did they provide guarantees, were they reputable fitters etc. They said they could look into it to see if there was anything they could do & they could look at taking their £100 cancellation fee into consideration on their decision...basically giving me the impression they wouldn’t match the quote but would charge me £100 higher than my cheaper quote which is not a price match! I didn’t like their approach so I told them I just wanted to cancel but was unhappy about the £100 cancellation fee given nobody had sent me terms & conditions or made me aware at the time of booking (which is against consumer law). I emailed after cancelling to complain & bring their attention to a particular act in law…The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 which gives customers that have been distance sold (like I had been), the legal right to cancel within 14 days & receive a FULL refund. Surprise surprise, my complaint fell on deaf ears & they were not interested in acknowledging or honouring my legal rights & repeatedly stated that it’s their (not legal) terms & conditions. They actually went on to put the blame on me that I cancelled on them with less than 24 hours to the job twisting the situation to sound like I had left it late when it was actually very quick notice considering I was calling back the morning after when they had been out late afternoon the day before! I had fit in with their availability in their diary at the time they were offering me dates, I didn’t request the job to be done in the next two days (in hindsight I feel like this is done deliberately given what is in their ‘terms & conditions’)! They also claim that at the point of cancelling I was made aware of the cancellation fee, which really took me aback that they felt it was acceptable or professional to write to me! So they don’t seem to think it is unfair to not make you aware prior or at the time of booking you in when parting with your money & that they’re treating you fairly to make you aware after they have your deposit at the time of cancellation!!! I stated to them that regardless of what their terms & conditions are, these are not in line with consumer law & that their terms & conditions do not come above the law which I believe they are breaking which is fraudulent but they are not concerned! They have not dealt with my complaint at all, they have ignored my points & refuse to enter into discussion on any of my points raised about their terms & conditions breaking consumer law! I have only achieved a one way conversation about their terms & conditions! This is a company that I feel very unfortunate to have come across & I would not recommend them. They don’t deserve the 1 star I had to give them on here & need to educate themselves on consumer laws! My bank’s Fraud Team have given me a chargeback for my outstanding money because this company should not be operating the way they are & I have informed Trading Standards about my experience who agree this company are breaking law & should not be operating in the way they are! Hopefully Trading Standards will address them soon & protect other people from having their legal rights ignored & denied.

Very good service from boiler r us, local to us. Prompt response. Very nice engineer attended and help to resolve the issue.

Have never considered using another company since first using them. They are well priced, polite, respectful on time and always do an excellent job. They provide excellent advice and never try to upsell anything which is always refreshing unlike one company we used before

Contact boilersrus on Christmas Eve and a very helpful lady answered the emergency phone. I had tried to contact a few companies but could not get hold of anyone being Christmas Eve, until my friend recommended this company. The lady booked an engineer to attend within the next 2 hours as I had no heating or hot water and had family members staying. The engineer arrived was very pleasant and repaired my boiler within the hour. Can not recommend this company enough, I will now be using boilersrus for all my heating and hot water needs. Thank you so much !!

On time , excellent service , friendly,very helpful took time to explain problems.

Just had a service done on my boiler by Boilers R Us.
They did a great job.
Arrived on the time agreed and where very reasonably priced.
I have used this company on many occasions and will continue to do so and advise anyone looking for a service they provide to use them also.
Many thanks to the engineer and the office staff for making the process as easy and affordable as they did.

The fitter was knowledgeable checked everything even co2 sensor. Very good will use again next year 👍

we had our boiler replaced by Boilers r us yesterday and the experience could not have been better, they managed to fit us in before christmas and the fitter was polite on time and very knowledgeable, thank you to them and all the office staff who were also very helpful, would highly recommend

Good communication from both the engineer and head office. Efficient service. Reasonable cost. Helpful advice from the engineer.

They really helped us out of a hole! Our boiler had stopped working, we have a Homecare contract with Britsh Gas who said it was not repairable. We called Boilers R Us Welling - we explained we have a 9 month old baby in the house and with the current weather, snow on the ground and expected temperatures not getting much above zero, the situation was pretty desparate. They visited that day and fitted the boiler the very next morning! Maybe we were lucky or maybe they pulled out all the stops to fit us in - either way 10/10 & 5 star service! Everyone we spoke to were professional, friendly and clearly knowledgeable we could not have asked for more.

As always an excellent prompt service, helpful and knowledgeable.

Very impressed with the young man who came to us to help us sort out our timer for our heating/hot water. He was a very knowledgeable young man & explained everything to us in a very professional manner.
I cannot thank Boilers R Us enough for their time and patience.

Booking our annual boiler service was easy with BrU’s friendly staff. The engineer arrived on time, wore overshoes to protect the carpets, and completed the work promptly. He was also very helpful in identifying problems with our hot water system. Altogether an efficient service.

Really great service - well organised, friendly engineers :)

Very professional and extremely good service. Work carried out on time and faultless. Many thanks

Efficient and very pleasant engineer. Have been extremely pleased with the service I have received every time. This was my yearly service. Boilers R Us originally supplied my boiler and was extremely pleased then. Would definitely recommend.

Quick no nonsense service arriving at designated time and answered all questions thoroughly

Excellent service from an engineer who was friendly and helpful.

Very good all round service.Staff very helpful and capable off answering any questions.Boiler install carried out efficiently.Would recommend to others.