William Smith Heating Solutions Scotland Ltd Reviews 32

Bought boiler and fitted by William Smith Heating all going reasonable except when there was an issue while Boiler was under warranty. Was informed that they had contacted worcester to contact me but nothing I chased up with William Smith heating to be told they had passed it on although supplied no proof of this. Chased again was told they will call me. After being with this company for 10 years I would at least expect a reply from my emails re servicing and re the warranty. The fact William Smith heating never chased, Passed on proof they had sent to company and now dont even reply to emails re servicing. As you would expect part went faulty as not replaced or resolved under contract.

I have read a lot of the negative comments on this company and thought maybe you were writing about a different one from the one I used. I have to say I have not had a service as yet and I only got the system installed in September. I could not praise the two guys who installed my dad’s heating system. We had just lost my dad so it was a hard time for us. Robert and his colleague sorry didn’t get their name went above and beyond for us on the few days it took to install the system. They were friendly hard working and cleaned up after themselves. This is a rarity nowadays as most companies state they don’t take the rubbish away. Robert ensured everything was safe and we were satisfied with the work which we were. Would highly recommend company and I don’t know how many staff work there but if they all work to the same standard as Robert you’re in safe hands.

Good Friday this year.
Boiler service carried out by William Smith with whom we have done business for many years.
Following service (during which the engineer was clearly very anxious to finish) the site was left in unsatisfactory condition being wet and requiring drying.
Later we found that the system was inoperable - no heating or hot water.
Being octogenarian people we telephoned the Company to seek guidance or advice.
We opted to request any assistance possible but received no contact at any time over the holiday weekend
No telephone contact whatever.
If this is “excellent customer service” I wish to disagree and shall now seek what I regard as service to the satisfaction of the customer elsewhere.

Honestly go elsewhere! This company is a joke. They cancel their appointments
at the last minute numerous times.
The guys that come out to do the install and service are good but the management and after sales are appalling. The only reason we stuck with them for the 2nd years service was because we thought it was free but no it’s just the first year. So we waited months (after cancellations again this year) and got landed with a £155 bill. No costs were mentioned on the email telling us to book mind you…. Spend more and go elsewhere!!

Had my heating installed in 2019 then covid came along they were coming out to service boiler after covid I phoned and arranged a day on the morning they were coming out got a text saying can’t make it due to shortage of staff and emergencies had to take day off work myself loss of earnings to myself on phoning them was told by owner there was no compensation for my loss of earnings this has been the same story off them for 3 years today got a text 8.35 am can’t make it today phoned them and put through to the owner explaining the situation with loss of earnings and time off my work he basically said if not happy go elsewhere I certainly would not recommend them all nice to take you on at first but after service is terrible and a disgusting attitude from their office staff and owner of company

I've held off writing this review for several reasons until now.
NEVER trust this company to install a new heating system for you!
To start off with, their customer service is awful! There is none!!!! The staff are rude full stop!
The gas boiler they fitted for me was condemned by Worcester Bosch within a year of this company fitting it. It was unsafe due to a number of installation faults.

The gas flue was fitted without important screws in place. The condensate discharge pipe was not correctly routed to a drain. They left it discharging freely under my living room floorboards, which could have eventually rotted away my foundations as the discharge is acidic.
The gas pipe outside of my house leading upstairs to the boiler was not securely fitted to the wall, incorrect fittings were used and it was not gas safe compliant. The regulator was also not secured to the wall correctly.
And to top it all off, I discovered that when the William Smith installer installed the flue on the top of the boiler, he routed the flue into the loft, but instead of routing it around the joist, he cut the joist to make way for the flue. The joist he cut was one of 3 main support joists that hold my roof together. This wasn't discovered until a year later when I had to get a reputable company out to rectify all the shoddy work.

I contacted the company several times to get my free service but constantly got got cancelled on the day. This happened 3 times and I even tried to talk to one of the engineers who was working in a friends house only for them to turn nasty on me.
The manager was no better and did not like to be criticised for the bad service and blamed covid! Covid is not an excuse for bad attitude!

All in all it cost me over £1500 to have the work they did corrected and brought up to gas safe standard!

I have pictures and paperwork to back up all my claims and I will be going to Gas Safe with this!

Update: 23/02/23 - In response to your claim that I was abusive to your member of staff, the lady who's house the worker was attending can confirm I was not abusive to your engineer.

Before you delete my details....feel free to contact me and I'll happy forward on the bill for the corrective work I had to have carried out.
Absolute cowboy outfit!

Update: 24/02/23 - Your negative feedback on trust pilot speaks volumes.

Awful company to deal with , the guys out in vans are spot on but the attitude when you call is horrendous,, had them for few years for boiler service , when needed service is shocking and the customer service on phone is worst I've experienced in a while considering we were long term customer . Please do yourselves a favour and look elsewhere for a decent company with customers needs in mind as this lot don't.

Excellent service and customer care right from the get go from the initial survey by Rod, through to the installation and the very professional handover. Robert and Graeme the two engineers, were so careful in their work in the house throughout and highly professional at all times. I have no hesitation in making this recommendation.

William Smith came to replace our warm air heating last year. Robert and Calum showed up and installed the unit. Once Robert decided the install was complete he demanded immediate payment and, as far as I could see, had no intention of leaving until he got it. Once he had gone we tried the new unit but i realised something wasn't right. They had installed the unit with the air return flush to the floor which meant the no air could return! A quick read of the instruction manual told me what was wrong. I called William Smith and Rod agreed to send an engineer to see what the problem was. Robert turned up and after much head scratching and me trying to explain what the problem was he got on the phone to Rod. I spoke to Rod and explained what the problem was and Rod agreed to fix it. In the meantime I had a peak at the Gas Safe register and could find no sign of Robert or Calum on it. When I asked Robert about this he seemed to take offense and become even more surly than usual. I raised it with Rod and asked that he made sure that the next engineer to visit was Gas Safe registered and had a ticket to work on Warm Air units. Rod assured me he would end an appropriate engineer asked if this was going to be a problem and would I be reporting him to Gas Safe. I said I wasn't going to tell him one way or other. A few days later Robert turned up with Calum and a engineer called Jonathon Smith. Although Jonathon was Gas Safe registered he didn't have a ticket to work on Warm Air units. Robert and Calum completed the work on the unit and they all left saying it was all sorted and fine to use. a week or so later Jonathon turned up to check the installation. Lo and behold he found a gas leak on the pipework which he proceeded to fix. By this point I was thoroughly alarmed and angry that we had been left in a potentially dangerous situation. I I had a local gas engineer come and check the pipework as, by this point, I didn't trust any of the people working for William Smith. I also decided to get in touch with Gas Safe who sent an inspector out. The inspector found a long list of things that needed sorting and faults with the installation. William Smith sent Robert and a couple of engineers to fix the problems. I had requested that Robert was not involved and that the engineers had to be Gas Safe registered and ticketed to work on Warm air units. Only one of them was and eventually i agreed that as long as he was the only on e who worked on the unit and he signed off the work of the other then it could go ahead. Finally I though that everything was sorted. Alas, not so, as today we have discovered that there is a gas leak in the pipework. So, lessons from my experience - 1. don't pay the whole bill until you have tested any new installation thoroughly (at least a week after the install). Get this agreed in writing so you don't have threatening presence of Robert rushing you pay. 2. Check that the individual engineers are on the Gas Safe register and have a ticket to carry out the work required. 3. Don't use William Smith Heating.

Terrible customer service. Second no-show on the day of the appointment “we’re no sending a driver up there, you can find somebody else!”

Why on earth would you book a boiler service for a property you have been to previously to decide ON THE DAY it’s a bit too hard. I called on Monday to confirm as well.

You cannot hide bad service / admin. Would not recommend.

Shocking.

UPDATE: good luck in getting/retaining customers with the tone in which you spoke to me/my husband and the public reply below. It speaks for itself, saying I’ve told a pack of lies and I’m pedantic. Good customers service would have been to respect the customers feedback acknowledge the weather is worse further into Glasgow centre.

Sparing with customers is the best way to lose custom. Maybe rethink how you respond as people will see the themes of how you reply.

Would have been zero stars but not allowed. Company state they are a business founded on high levels of customer care yet won’t listen to needs and issues of customers. Harassing bereaved people for payment and bullying tactics. Shameful and disgraceful treatment. Would recommend to avoid completely. Company director does not allow you to speak or explain and resorts to threats of court action and police involvement. He should be ashamed, taking money for over ten years for a service not used other than servicing and no leeway to support people in financial difficulty at a time of need. Threats and accusations, certainly not focused on customer care.

I note response: I was neither aggressive or untruthful. I was not allowed to speak and to explain any situation. I did advise during the ‘conversation’ regarding the bereavement and financial situation. This would have been audible to you had you not been shouting at me and accusing me of trying to ‘manipulate the situation’ in order to not make payment. You were incredibly hostile and aggressive, making threats about police and legal action. I at no point was aggressive and merely tried to explain a very upsetting situation. Instead of help or understanding, I was met with hostility, aggression and a refusal to listen or engage. Disgraceful and unprofessional behaviour. Intimidating a vulnerable adult and naming them on a public forum. If this is the good customer service you advertise as priding yourselves on, I would worry about receiving a poor version of this. The customer also advised your colleague regarding her bereavement, as did I. Yet you accuse us of lying when you have been unwilling to have a calm discussion to reach a resolution. Do not make contact with Mrs Hughes as she is already feeling very upset by the treatment you have subjected her to.
I again note your further change to your response to my post. Mainly it seems to correct errors in your original response which appeared to be typed in anger/haste. Your anger was apparent in your aggression during the call I made, when I wasn’t allowed opportunity to speak or explain the situation fully. Naming customers on a public forum such as this and discussion of other business, such as visits to her home and payments, in this manner is highly inappropriate. Names certainly should not be used and made public. As stated above, the customer herself will not be engaging in discussion with you as your level of aggression, given the heated and threatening message you also left on her answer phone, is not something she is up to engaging with at this time due to her bereavement. Accusing others of aggression which you yourself are subjecting them to is extremely unfair and inaccurate, not to mention unprofessional.
The continued amendments and wanting the last word merely highlights the bullying approach taken by this company, of which we have proof in the form of a recorded answer phone message. Unfortunately the insincerity of the condolences is apparent and this has not been taken into account in the quest to have the last word on the matter by the company. I have experience of dealing with aggression and the deflection people who are aggressive employ to justify their own actions. Accepting your actions were inappropriate and apologising for this would have been an end to the matter, rather than this continued attempt to justify your unprofessional behaviour. I will now investigate further avenues of dealing with this inappropriate conduct as I feel you are not listening to what is being said and merely trying now to save face via this review, rather than reflecting on the extremely poor customer service you have delivered on this occasion.

Needed a new boiler fast. Accepted quote on Friday, & new boiler was installed on Monday. Rod & Dionne worked hard to arrange this.

Robert & Callum were efficient, friendly, & very tidy. No mess in house, & all packaging & old boiler removed. Was expecting issues with the installation as the pipework on the old boiler was interesting, but proved no problem at all thanks to their knowledge & experience. Don't know much about gas heating/boilers, but everything in relation to new system & controls was explained very clearly.

The company's commitment to customer satisfaction is highlighted in the follow up appointment they arrange, when another engineer comes to check the installation a week or 2 after. Everything working perfectly thus far.

Couldn't recommend highly enough.

We needed central heating to replace storage heaters and live in an area with no mains gas. Rod talked us through options and we became clear that a wet electric system was the only option for us because there was no option in our garden for a LPG or oil tank. Rod answered all our questions well on this initial visit. After a survey of the house, price was quoted immediately and was reasonable. It was a final price and not an estimate. The Job was going to be no mean feat with little or no clearance underneath the ground floor. As we expected, because of the unusual layout of this house, problems were encountered but each one was solved with a smile. I have never seen such hard workers as Robert and Callum who we got to know over the few days, and the other staff who were here for a day or two. They hit the ground running every morning as soon as they stepped out the vans and didn't stop, other than for a short lunch. Very polite and personable and took time to answer all our questions as the job progressed. They are a credit to William Smith Heating. System fitted during coronavirus lockdown. No issues for us or them with social distancing and I noted they had a supply of disposable gloves and facemasks. We were able to give them space by moving into a different room when they were working inside the house, but they were under the floor or in our workshop so much, we barely knew they were there at times.

Really quick and efficient workers really polite boiler has been brilliant huge difference in heat in the home really pleased

Overall a very good service, I feel the company has exceeded my expectations, no hidden costs, if anything the company went the extra mile to keep me happy. The employees were professional and hard working, even staying late to complete the job a day early, so I could have the heating on sooner than expected.

Excellent and professional service from the first meeting with Rod McDougall to the completion of installation. The installation team could not have worked harder, installing a new flue system as well as the central heating boiler and new radiators. Very tidy and considerate and committed to the ethos of the company. Thank you all so much.

Fantastic service from start to finish. Sales team were fantastic, engineer's/installation guys were brilliant, totally clean and tidy and very professional. Everything installed, up and running when promised. Cant fault them. Highly recommend to anyone.

I was extremely satisfied with the information, and service I received from Wliam Smith heating engineers.
Rod McDougall in the office. Receptionist was very helpful and cheery on the phone.
Robert and Malcolm spent most of the day installing the new boiler, and ensuring it worked.
Two days later Simon spent an hour checking that the installation was satisfactory.
Thank you to all concerned.

We where guided by William Smith Heating in the best way to replace our old heating boiler. They overcame all the challenges of our old pipe system and delivered us a brilliant and efficient heating system.
The guys who work for them where efficient and very tidy and there attention to detail was second to none.
I would not hesitate to recommend them for further work.

An excellent company to deal with from start to finish. I would be happy to recommend them to anyone.