It should be nil but I can't give that. Scam, never dealt with them before but keep ringing to say my cover has expired and I need to review. I blocked their number but they now ring on a different on... See more
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See what reviewers are saying
I don't know how this firm are allowed to continue operating. They cold call pensioners - like my dad, aged 88 - and insist that their existing boiler cover has expired and proceed to pressure them i... See more
Cold called me, told them that I wasn't interested. They insisted that they would send me some info to peruse. Received a contract with a confirmation or reject tick box, I ticked the rejection box... See more
This is a scam company Customer service is disgusting Boiler broke down sent out two engineers several weeks apart the second guy knew his stuff and sent Heatplan their recommendation on what... See more
Company details
Information provided by various external sources
Heat Plan Utilities provides a wide range of home services including installations and repairs of boilers and central heating systems, emergency call outs and servicing agreements.
Contact info
Purley Way, CR0 0XZ, Croydon, United Kingdom
- 08444457998
- enquiries@heatplanutilities.co.uk
- www.heatplanutilities.co.uk
1.3
Bad
74 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 14% of negative reviews
Typically replies within 24 hours
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This company has now made two attempts…
This company has now made two attempts to get my 84 year old mum to take out cover she does not need. Sadly they have done this at a time when my mother was caring for my terminally ill dad. They have despicable sales techniques clearly underpinned by a lack of moral values.
October 27, 2020
Unprompted review
Reply from Heat Plan Utilities
Hi Mr/Mrs Regan,
I'm sorry to hear you are unhappy with us having contacted your mother. However, I am unsure as to why you feel that justifies such a negative review. If your mother explained to the sales member she did not want or need the cover, I would be surprised if they contacted her again for no reason. Perhaps you could contact us at: support@heatplanutilities.co.uk to better explain what aspect of a company making sales calls constitutes 'a lack of moral values'.
I look forward to hearing from you,
Ashley Johnson
Customer Support Advisor
Misleading sales talk
I was called around 4pm this afternoon saying my cover is due to be RENEWED and that I have 2 options. First continue on Sam plan at £20.50 pcm or would I like to upgrade at around £24 pcm. I wasn't aware that I had cover with the company so I asked if I could check my own documents and call back. Charlie gave me the website and telephone number and I said that when I was ready I would be in touch.
I have had time to check and I DO NOT HAVE and NEVER HAD any contract with Heatplan Utilities.
The script your caller used was MISLEADING and UNPROFESSIONAL. Vulnerable customers may well sign up and pay the company for something they already have if they do not take time to check their own records.
October 22, 2020
Unprompted review
Reply from Heat Plan Utilities
Hi Janette,
I'm sorry to hear you found the salesperson misleading. Clearly it is not our intention to mislead customers and i'm not sure why the agent would have used the word renewal if you were not already a customer of ours.
I'd like to look into this matter further to establish what led to the misunderstanding and see what I can do to rectify the situation. Both for you and to prevent something like this happening in the future. I would therefore be really grateful if you could email me on support@heatplanutilities.co.uk so that I can take some more information and look into this matter properly.
I hope to hear from you soon,
Ashley Johnson
Customer Support Advisor
This company cold called my 86 year old…
This company cold called my 86 year old mother and convinced her into signing up for a boiler protection with them and took her bank details over the phone, I immediately canceled this with them as soon as I found out what happened. I firstly called and spoke to a very helpful gentleman who had no issues speaking to me on my mothers behalf and advised me to return the cancellation form, which I did. I called just now to confirm this has been cancelled and a very unhelpful customer service man called josh Stapleton refused to help me, despite me advising him that my mother is incapable of dealing with her own affairs and me being her power of attorney. he then refused to connect me with a manager stating that my incapable mother would have to call herself, which she is unable to do. Shame on you for preying on the old and vulnerable to make money and your very poor and inconsiderate customer services team. I am utterly appalled.
October 5, 2020
Unprompted review
Reply from Heat Plan Utilities
Hi Samantha,
I'm sorry to hear you were unhappy with Josh's response when you called him. From what I can see, it would appear you were asking for details of an agreement which wasn't registered in your name and so he was unable to provide that information without the agreement holder's consent. This is something which is decided by Data Protection regulations and not us. While I appreciate it may have been frustrating, we do of course take customer's private information very seriously.
I'm pleased to hear that you found the first person you spoke to helpful. It seems he was able to provide you the answer to your query without divulging any confidential information. It appears from your comments that the issue has been resolved, however, if your mother still requires any other information, please do get in touch with us.
Ashley Johnson
Customer Support Advisor
Top company they look after 4 of our carehomes…
Top company they look after 4 of our care homes, regularly service our boilers and attend any breakdown we have. just renewed our 3rd year for all properties. good rates and professional team. Well done Team!!
August 27, 2020
Unprompted review
Reply from Heat Plan Utilities
Hi Serentiy Uk Care,
Thank you very much for taking the time to provide us with your positive feedback. I'm glad you are happy with the service we provide to your care homes.
Ashley Johnson
Customer Support Advisor
My parents had a breakdown
My parents had a breakdown, no heat or hot water during lockdown. Thought might be impossible to get engineer to attend. But heat plan managed to get one out within 5 hours from first call, very impressed with the service and the engineer. Will recommend heat plan to everyone
August 27, 2020
Unprompted review
Reply from Heat Plan Utilities
Hi All City,
Thank you so much for taking the time to provide us with your positive feedback. I'm very glad to hear you are happy with the service we provide to your parents.
Ashley Johnson
Customer Support Advisor
Never normally any problems
Been with them for a couple of years now and never had any problems until covid. When I called for my annual service in May, they said they weren't doing services because of the lockdown which is fair enough. They said they would call me back as soon as the started doing them again but I didn't hear anything when the lockdown ended so I called back to find out what was happening and they said they'd started doing services again a couple of weeks ago. So where was my call?
To be fair, the lady I spoke to was very apologetic and explained there was a huge demand which I can believe. They got the service booked in for the same week and the engineer was on time and had all the right PPE (mask glove etc). If I'd got the email asking for a review this time last year, it would have been 5 stars but because of the wait this year, I've had to take one off.
August 20, 2020
Unprompted review
Reply from Heat Plan Utilities
Hi Patric,
Thank you for leaving us a review.
I'm sorry you weren't able to receive your service as promptly this year. As you mentioned, the Covid-19 lockdown severely affected our scheduling and we had to prioritise breakdowns to ensure our customers were not left without heating or hot water.
I have sent you a separate email offering you a little something to apologise for our oversight.
Hopefully, everything will be back to normal in time for your next year's service.
Josh Stapleton
Customer Support Advisor
Just renewed for the 4th year
Just renewed for the 4th year. Very pleased with the service received and happy they haven’t raised the price the whole time I’ve been with them. Engineers are always friendly and they don’t make you wait in all day for an appointment. 5 stars.
August 20, 2020
Unprompted review
Reply from Heat Plan Utilities
Hi Shanah,
Thank you very much for your positive review. We will try and make sure you continue to have a good experience with us for many years to come!
BEWARE- SCAM
BEWARE- I noticed a direct debit go from my account to this company. I have never dealt with them or placed an order with them. I have been scammed and my bank details illegally accessed.
August 10, 2020
Unprompted review
Reply from Heat Plan Utilities
Hi Sarah,
Having checked our database, you don't seem to have ever been contacted by us. Are you sure you have the right company? Obviously, we would not be able to set up a direct payment without speaking to you first.
If you could get in touch via enquiries@heatplanutilities.co.uk, I'd like to look into this matter further for you.
Many thanks,
Josh Stapleton
Customer Support Advisor
Avoid at all costs
I've just taken a call from Toni (?) at Heatplan advising that my boiler cover was due for renewal. I don't have separate cover for my boiler as it's under my household insurance. When I told Toni this she hung up on me! Reading other reviews I'm glad my instinct was correct!
July 16, 2020
Unprompted review
Reply from Heat Plan Utilities
Hi Jean,
I can't determine from your name if we have ever contacted you but the only time one of our colleagues would advise of an agreement being due for renewal is if they have an existing cover with us.
If you could get in touch via enquiries@heatplanutilities.co.uk, I'd like to double-check that it wasn't anybody from our company who called you.
Many thanks,
Josh Stapleton
Customer Support Advisor
My review has one star because that's …
My review has one star because that's the lowest amount available ,none would be preferable . They are an absolute joke, they wanted me to pay 238-00 excess for a repair I had been 4 days trying to arrange and it was for a very slight leak that should have been nowhere near the near 500 pound they were quoting, which compiles of my payment and the 250 pounds they cover me up to. I am furious with them and I have checked on the facts about the cost,I have informed them of my opinion ,no doubt I won't even get a reply . They will not get one penny from me, I have told them not to go ahead with repair I will get somebody who I know I can trust by recommended people
June 11, 2020
Unprompted review
Reply from Heat Plan Utilities
Hi Lynda,
I'm sorry to hear you are unhappy with a quote we provided. I cannot locate you on our customer database from your name. Nor can I find any communication which matches your description. Could you please get in touch via enquiries@heatplanutilities.co.uk and I will gladly look into this matter for you.
Many thanks,
Josh Stapleton
Customer Support Advisor
Absolutely the lowest of the low
Absolutely the lowest of the low. Scamming elderly vulnerable people whilst under Covid-19 lockdown when they are in a confused and lonely state. Shame on you. If you dare to debit my mother's account the fraud office at her bank said they will start proceedings to have you struck off the companies register. I have also contacted the police and they believe that what you are doing could well be illegal. Where do you get their details? Not in a respectable, legitimate way that's for sure. Never ever use this company, and report them as soon as they contact you.
May 26, 2020
Unprompted review
Reply from Heat Plan Utilities
Hi Julie,
I am unable to determine for sure whether we contacted your mother. However, it would appear from what you have said that we may have contacted her to offer her our services and she agreed to go ahead. This is a fairly common method of selling products and services and we do not actually take payments until after customers have received their paperwork.
Without some additional information, I'm not able to confirm whether your mother subsequently cancelled her agreement although we provide an extended 2 week cancellation period for any new agreements so, if she decided not to go ahead, it would have been a very straightforward process to cancel the agreement.
In regards to your other points, I can assure you there is nothing illegal about the way our sales team contact people and we obtain marketing data in the same way as any other company.
If you feel you require any further clarification or reassurance, please contact us via enquiries@heatplanutilities.co.uk.
Many thanks,
Josh Stapleton
Customer Support Advisor
DO NOT USE THIS COMPANY
This company called my elderly father and persuaded him to take out boiler insurance. They already have insurance and don’t need any from this company. I returned both the confirmation letters to say we didn’t need this cover. Despite this they still took £16 from my fathers bank account. When I emailed them to complain they said they had not received any letter but would cancel from the date of my email.
I sent a further email saying that was not good enough and expected the return of the money they had taken without authorisation. No reply has been received and no money returned to my parents account.
I have resent that email a further four times and still had no response and no refund.
DO NOT USE THIS COMPANY!
Update: The reply from this company is rubbish. They cold called my father despite his number being on the Telephone preference service. He has Alzheimer’s. The cancellation was returned prior to Covid-19. I emailed five times to the email address given and had no reply.
They have been reported to Trading Standards.
DO NOT USE THIS COMPANY!
May 5, 2020
Unprompted review
Reply from Heat Plan Utilities
Hi Grain,
I am unable to locate your fathers details with the limited information provided in your review. However, from what you have said, it sounds like one of our sales team may have contacted him to offer him our services.
If your father already had a cover in place with another company, I am unsure as to why he would have agreed to go ahead with ours. However, all of our new agreements come with an extended 2 week cancellation period. As you mentioned, there is even a cancellation slip and freepost envelope provided in the paperwork of all new agreements so cancelling is a very simple process.
Owing to the problems with the postal services during the recent Corona Virus lockdown, we did experience delays in receiving some paperwork. However, we ensured that no customer lost out because of this.
If you feel this is not the case, please contact us via enquiries@heatplanutilities.co.uk and I will gladly look into your father's account.
Many thanks,
Josh Stapleton
Customer Support Advisor
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