Hassle Free Boilers Reviews 1,044

I paid off my contract in full , a month ago, by credit card.
I have now received an email demanding I reinstate my direct debit or incur charges.
My contract began in June 2019 and the customer service has been abysmal for all that time

I spoke to Pauline collections manager a few times and she is always so helpful and professional.

Pauline was great helping me with the concerns I had regarding payments. She put it in laypersons terms so I could understand what had happened. She was really personable and easy to talk to. Plus she listened to my questions however daft they may have sounded to her!! (she never let on)There should be more Paulines at HFB! A credit to the company.... it's now sorted and I am v happy.

Thanks Pauline for all support,you was a great support & understanding.

I would give them zero if I could. Only had 3 services in 10 years, had to ask repeatedly for the certificates. When we had a fault with the boiler we couldn't get hold of them. After 4 years they've contacted us asking for money!!! Total breach of contract from this company

The lady I spoke to was very understanding about my situation and went through every option with me she didn’t say you need to pay so much off your arrears to clear them she was happy to let me tell her what I could afford she also left me with options to think about what would be best for me I feel better knowing I’ve got the option to think about and choose one that suits me and I thank her very much for that opportunity looking forward to speaking with her again when I’ve decided THANKYOU

Every time I have called the response has been polite and timely, UK based too. I have been with the service for 11 years now and never had cause to complain.

Spoke to Pauline of HFB regarding settlement, she was helpful and was able to assist with this in timely manner.

The lady I spoken to was very understanding of my situation and sorted my concern out ASAP very happy now as its been a stressful time trying to get intouch with someone to actually talk to makes a big difference.

Very helpful, efficient team! Recommended.

Good workers, polite, quick and tidy

I've been with hassle free boilers for a number of years and ive generally been happy with their after care service in particular I've recently had an issue with the boiler I rang services and spoke to Trudy who arranged an appointment with a gas engineer to sort the problem
Impressed with the outcome

Very helpful

Very good customer service and any difficulties experienced are resolved quickly. I would recommend this company.

I wouldn’t go near this company they are unreliable, non-communicative only when it works for them and a waste of time. They never agreed to their own contract and I suggest you read the small print as they’ll try and catch you out.

Very polite and understandable. They were approachable and helpful and would recommend the company

Been with them for years and have had no issues. Yearly services etc are made and everyone has always been great.
I did have a urgent issue this week and Jacob responded extremely quickly and has sorted out my issue and been fantastic. Thanks ever so much.

I have been a customer of HFB for years. The service has always been attentive and friendly, responsive and helpful. The service we have had has always been professional and customer service is great. I would definitely recommend HFB.

This is quite a long saga so bare with me as lm going to start from the beginning right through to present day, it may make you think twice about dealing with this company.

In 2019 l signed up to have a new boiler fitted and maintenance contract under there boiler rental scheme. For the first c
Few years things worked great, you could contact them by phone to arrange the annual service that was required to satisfy the terms of the boiler warranty and they were efficient.

After a few years things started to change you could no longer contact them by telephone only by email then wait for them to get back to you which is ridiculous if you have a emergency sometimes waiting days for a response. This also affected the boiler annual service to the extent that the last two annual services l ended up paying for a local gas engineer to do them as hassle free boilers couldn't arrange for a service to be carried out within the 12 month period to satisfy the warranty of the boiler.

But the real problems started towards the end of 2023. I was moving house and needed to buy out of the rental and service contract. Having consulted the terms of my contract l was aware that the cost was £3021.60 so l contacted hassle free boilers for a settlement figure. I was correct in the amount owed, however they had also added another £750 in charges to the settlement figure which were not listed in my contract this consisted of a £250 early repayment charge, £250 admin charge and a £250 land registry release fee which incidentally is a totally free service on the land registry site. After pointing out to hassle free boilers that none of these charges were listed on the contract that l had they tried to claim that a letter was sent out to me in 2020 with changes to my contract.

At this point I contacted my solicitor who was dealing with my house sale and showed her my contract, she confirmed there was no such charges in the contract and she drafted me a letter to send hassle free boilers explaining how the charges were in breach of the unfair terms of consumer contract regulations as you can't unilaterally change the terms of a contract without both parties agreeing to the change. After sending the letter to hasslefree boilers l had a email back confirming that the charges had been removed. The balance of £3021.60 was then paid in full in February 2024 by my solicitor on completion of the house sale and the charge against the property was removed with land registry. I thought this was the end of the saga but it wasn't to be.

In march 2025 a full 13 months after the balance had been paid in full l received an email from credit style bailiffs that had been instructed by hassle free boilers to collect the £750 of extra charges that had been added then removed. Luckily for me l have kept all the correspondence from hasslefree boilers including all the emails and the confirmation from them that the charges had been removed from the account. After sending these to the bailiffs they then confirmed the case had been dropped by there client.

Moving on to January 2026 l have now had a email from Pauline Watson who is a collections manager for hasslefree boilers because there records show that my direct debit for the maintenance and service contract is not active, threatening me with monthly charges and interest and not forgetting the charge with land registry. You really couldn't make this up no wonder there's no direct debit as the account has been paid in full since February 2024 !!!!!!

I have explained everything to Pauline by email and asked for her to email me back confirming that this will be the last l hear from hasslefree boilers but she has failed to respond to the request, so lve decided that my next step is to report everything that's been happening to the Financial Conduct Authority as l dont see any other way to put a stop to the harassment from them.

Please do not deal with this company and if you already have keep every bit of correspondence as l have because they will try it on.

I received an email from HFB saying my direct debit has been removed and I should contact them immediately, or face severe penalties. The d/d is still in place and the latest payment went out on time, so I can only assume that the email is fake and fraudsters are after my bank details. This leads me to believe that HFB have allowed some of my contact details to fall into the wrong hands. However, they are impossible to get hold of. Worst company I have ever had the misfortune to come across.