The Mark Group www.markgroup.co.uk Reviews
Latest Reviews
★☆☆☆☆
“Didn't turn up”
Written on: 18/05/2013
I was assessed in Feb for loft insulation - all good. Contacted in Mar to arrange date and time to have the job done and this was scheduled for today, 18 May, in the morning. Just phoned as 'no show'. Was told the job was cancelled weeks ago due to a damp problem?? Asked how this decision was made as nobody else has been out and I have had no comms from the company (by the way I don't have a damp problem). The company representative on the phone couldn't explain things and wanted to... (read more)
★☆☆☆☆
“Messy...Messy...Messy. Tools and motorcycle clothing...”
Written on: 15/05/2013 by mattjames1978 (1 review written)
They left the yard and garage a complete tip; I was assured they could work round stuff and they would cover things up... The back yard, they unravelled the hosepipe and just left it lying on the soil. My kids bike was just thrown onto the garden as it was leant up against the wall. The garage; my garage doubles as an electronics workshop as well as storage for my motorcycle. I had a plastic tray full of delicate electronic components. I would have moved them if I was told they needed to... (read more)
★☆☆☆☆
“waste of time”
Written on: 15/05/2013 by MarkGroupnothanks
i had the Mark Group come round cold calling offering free cavity wall insulation, after 3 surveys and much drilling of holes in wall to check that i qualified for free insulation they set a date to do the work and failed to appear. After several e mails and an hour on the phone to them they stated " they forgot to book an insulation team to carry out the work" and arranged another date. On the 2nd booked date the insulation team turned up spent less than 5 mins at the property and said the... (read more)
★☆☆☆☆
“Obtaining business by deception”
Written on: 14/05/2013
REP MR RUSSELL HELPED TO COMPLETE ESTIMATE AND FALSLEY STATED THAT I WAS CLAIMING WORKING TAX CREDITS??? ALSO TOLD ME TO SIGN WIFES NAME AS HAD BILL IN HER NAME??? TALK ABOUT FALSIFYING DOCUMENTS. WHAT KIND OF PEOPLE ARE THIS COMPANY EMPLOYING. WHEN CALLED TO CANCEL WAS TOLD THIS PERSON DIDN'T ACTUALLY WORK FOR MARK GROUP. TAKING OWNERSHIP OF YOUR SALES PLAN THEN.... STAY AWAY!!!!!! (read more)
★☆☆☆☆
“Please read! A bit long but reliable”
Written on: 14/05/2013 by Victim321 (1 review written)
Just had some guy knock on the door claiming he is from Mark Group energy saving. He says the following "i need to come in to check your wall and loft insulation." Me, what do you mean you need to come in". Dude says, yes i need to come in to check insulation. Me, did you make an appointment before hand? Dude, no we dont make appointments. Me, can i see your id badge please? Dude, i dont have it with me. Its in the car. Me, do you have any paperwork with you about the company with a contact... (read more)
★☆☆☆☆
“chase them”
Written on: 09/05/2013
Was interested at first but when filling in the form they asked for my national insurance number which I refused to give them. They said they needed it to make sure we weren't asylum seekers. Been in our present home for 26years bought a d paid for. They left (read more)
★☆☆☆☆
“Mark group come knocking on my door telling me its all...”
Written on: 07/05/2013 by harpin1979
Rep of Mark group knocks my door, stating all my cavity and loft installation will be free, he drilled the wall stating it was fine, and i did not want loft done as i was converting it. so after telling me it was all free he as booked me in for july 25th 2013. After he had gone i then had time to read the t and c, well he had circled on my form a roof access system was required, well according to the t and c this is not free and has to be paid for,so straight away i phoned them up and... (read more)
★★★★★
“Quick, friendly and on time”
Written on: 23/04/2013 by Macleary
I have just sat and read all the negative reviews and thought I was in for a wasted day off or the arrival of surly workmen who didn't want to do the job. They've just arrived in the time scale they had promised, done the insulation, cleaned up, chatted and left with no problems at all. Quick, friendly, chatty. Job done!! Thank you!!! (read more)
★☆☆☆☆
“I had a guy turn up on my door asking if I wanted my...”
Written on: 14/04/2013
I had a guy turn up on my door asking if I wanted my walls insulated he said it was free so I said ok , he told me a surveyor would come out to check the walls , I then get a letter 3 weeks later giving me a date for the work to be done , I phoned the office and told them I had not had anyone come out to check the walls , they said that's ok they will do it when they get their , the guys turn up on the correct day a day I had taken off work with no pay I might add , they do a drill test and... (read more)
★★☆☆☆
“Mark Group - Be cautious!”
Written on: 12/04/2013 by kr130968 (1 review written)
I can't speak from personal experience on the quality of workmanship etc from Mark Group but I would advise extreme caution. After a door to door visit from a salesman I agreed to let him view my property for suitability for loft and cavity wall insulation. He assured me I could get the work done and at no cost due to government funding. I signed paperwork taking care to see that the cost was shown as zero. The salesman said he would have to come back to drill small holes at some stage... (read more)
Darlington2012's Response to kr130968's Review
Written on: 19/04/2013
I just got the same letter. I am waiting to see what happens. As long it is free I would like to go forward with it. In my case this cavity wall insulation is just for the kitchen(which is an extension). I will let everyone know the outcome.
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Aj1278's Response to kr130968's Review
Written on: 20/05/2013
Hi Kr, I work for an agency who supply jobs to Mark group, I think you've slightly misinterpreted the 'hard to treat' as some indication that they're going to try and ask you to pay but the fact is that that is the very reason it's free. The scheme you have most likely been put through to obtain free insulation is HTT narrow or tall. It doesn't matter now if you've cancelled but if you look on the paperwork you were left with, most likely a pink carbon copy of the contract, top left it should say the scheme. Hard to treat is what the current funding is for.
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Showing 1 - 10 of 341 Reviews
★☆☆☆☆
“UNRELIABLE”
Written on: 12/04/2013
WAited in all day for an appointment that was made over 6 weeks ago, then they phome late after noon with an excuse why they havent turned up and wanted to re book. I was expected to have a day off work again unpaid to wait for them. I didnt even get an apology just we need to rebook your appointment. If I wasnt in and they didnt have other jobs to go to I would have been charged and they expected me to take time off work again for them. (read more)
Joinjohn's Comment
Written on: 25/04/2013
Similar thing just happened to me....only they never contacted me to say they were not coming...only found out after phoning to see why they were late for appointment...woman said really sorry but there has been a problem with paperwork ,don't know what it is yet but sorry for not letting you know and we will let you know new date wwhen problem sorted........No way am I wasting another days holiday....I am just about to cancel !
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★☆☆☆☆
“Misrepresented facts regarding insulation grants...”
Written on: 12/04/2013
When we called our local council to enquire about grants for loft insulation, they told us to call the Mark Group and ask them for an assessment, based on which we would be told what grant (if any) we'd be entitled to. The assessor told us that we weren't entitled to receive ANY money from the grant scheme towards topping up our existing insulation since we already had the minimum amount of insulation installed, and that if we'd had any less insulation, we would have gotten the entire lot... (read more)
★☆☆☆☆
“Cold calling hell”
Written on: 10/04/2013 by IanBattison
Despite having a sign on the door, from trading standards, saying no uninvited callers, I had 2 reps knock on my door 3 times in the space of 2 hours. Trying to give me the idea that he was not selling anything apart from FREE loft insulation. This is dependant on my finances and if I am in receipt of certains benefits. As I am not, then the salesperson would offer a reduced price. Sounds like selling to me. When I pointed out the notices to them, they just got stroppy and said I could... (read more)
★☆☆☆☆
“Complete waste of time”
Written on: 05/04/2013 by Maddaj682
This company have let myself and two friends down, by not turning up to the installations they booked! We all took aday of work for no reason. I can't understand how a company can book an installation appointment before they have received all the information from the surveyors. Not only that but they never phoned to say they were not coming, and when I phoned them they couldn't seem to care less about my wasted day, neither did they book me for another day. My advice to anyone here is 1. If... (read more)
★☆☆☆☆
“Very disappointed ”
Written on: 04/04/2013 by Doru
The team comes unannounced to do the work at completely different hours then booked then they don’t re-book you for months and months I had to deal with them and they are unreliable and they don’t value the customers at all (read more)
★★★★☆
“Easy and neat”
Written on: 31/03/2013
I normally don't appreciate cold calls, but the gentleman that turned up to my door from the Mark Group kindly explained and offered the grants to do with my loft insulation. At first he just offered a free survey, so I let him get on with it. I already knew my loft only had about 2inch of insulation so I wasn't surprised when he said it needed topping up. I checked all his paperwork before he filled it in and he explained to me that by leaving a carbon copy which states I'm only liable for... (read more)
★☆☆☆☆
“NEVER TURNED UP OR TELEPHONED”
Written on: 25/03/2013 by hilton46
ON 2 OCCASIONS MARK GROUP CAME TO CHECK WALLS FOR SOLID WALL INSULATION,WAITED IN FOR THEM WHEN THEY SAID THEY WERE COMING,GUESS WHAT NEVER TURNED UP ,THEY ARE AS RELIABLE AS CATCHING A BUS TO THE MOON,TOTAL DISGRACE ,CUSTOMER SERVICE TERRIBLE ,AND THE PEOPLE WHO COME TO YOUR DOOR ARE ONLY KIDS,DONT TRUST THEM ONLY OUT TO MAKE A FAST BUCK..DONT CARE ATTITUDE......SHAME ON YOU........................ (read more)
★☆☆☆☆
“Joke of a Company ”
Written on: 21/03/2013
Having had them let me down on 3 occasions time of work, pay lost, was spoken to like a child when calling Glasgow office. I made a complaint and spoke to the so called manager of the office again a complete joke sounded like she was 16!! 2 weeks for call back form manager after calling and being advised he will call on 5 occasions no call!! Avoid like the plague!! There are better companies out there! (read more)
★☆☆☆☆
“Time wasters”
Written on: 20/03/2013 by markmccullagh
No show on two occasions. Spent ages on the doorstep booking it, and now, two weeks later, they're calling constantly to rearrange, after me telling them no thanks each time. Cold callers also said everybody in my area has had it done, but this isn't true, so they're basically not to be trusted. Steer clear. (read more)
★☆☆☆☆
“Ingored "No Cold Callers" signs”
Written on: 20/03/2013
Despite having a notice stating we do not buy goods or service at the door, two representatives got round this knocking the middle of the door. They started talking about cavity wall and loft insulation, not leaving any gap for me to respond. Had to interrupt them to say I was not interested, and closed the door on them while they were still talking. I do not consider myself rude, however I do value my privacy free from invited interruptions. (read more)
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Showing 11 - 20 of 341 Reviews
★☆☆☆☆
“Cold caller”
Written on: 20/03/2013
A cold caller claiming to represent the Mark Group called yesterday (despite a notice on my door asking for no cold calling) and tried to convince me that loft and cavity wall insulation would be compulsory for my house by the end of the year, and my house was in an area of high emission. He added that, as he was the only one who could offer it free as part of the Green Deal, I should arrange the work through him now or be forced to pay for similar work by the end of the year. A phone call... (read more)
★☆☆☆☆
“Loft insulation NIGHTMARE”
Written on: 18/03/2013
Since the Mark Group installed loft insulation lat year my loft has been ruined by moisture and Mark Group's customer service is non existent. once they have installed they take absolutely no responsibility for any problems that follow. be warned (read more)
★☆☆☆☆
“Unreliable and damp!”
Written on: 15/03/2013
Parent left in the cold, and with a damp house now requiring dehumidifiers with the outside rendering badly ruined with many holes, high levels of condensation and mould forming indoors. All this was due to the Mark Group contractors fitting the loft insulation and cavity wall insulation. As far as I can find; there was no survey completed by the Mark Group before damaging the walls and decor of the property. This has caused immense stress and anxiety to my mother and they have dragged their... (read more)
★☆☆☆☆
“The Mark Group are Time Wasters”
Written on: 14/03/2013
Be very wary of the Mark Group. Had a call in Dec 2012 stating we could have free insulation. We arranged for the work to be done in Feb and were told to clear the loft out by then. Come Feb, we spent a good few days clearing the loft and really messing the house up in the process. The day before the workers were due, we hadnt heard anything so we called the company again who confirmed someone was still due to come over. Brilliant, all that work clearing the loft, and having a very... (read more)
★☆☆☆☆
“Abusive”
Written on: 14/03/2013 by NotInterestedgoaway
Door to door seller would not take no as an answer - became abusive when i read his I.D badge and said i would call police if they did not leave. He then stood on the road shouting abuse before tryng next door... (read more)
★☆☆☆☆
“Poor all round”
Written on: 14/03/2013 by RandomPerson12345 (1 review written)
Apparently they were going to do free insulating rendering to houses in our area. Haven't heard a word about these in almost a year, despite random house being done. Had the house "energy surveyed" four times altogether. Not sure where they keep their records! They know nothing about the rendering scheme though... Eventually got some loft insulation for free done by some 19 year olds who were unsupervised and thought it would be fun to have a staple gun fight in my loft. Then I was produced... (read more)
Review2014's Response to RandomPerson12345's Review
Written on: 22/03/2013
hi what area did this happen in please as have had sellers in nottinghamshire today
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★☆☆☆☆
“lost survey reports - lost out on free insulation”
Written on: 13/03/2013 by lizzyh13 (1 review written)
The block of flats where I live was approached in August 2012 to have free cavity wall insulation. We all wanted it and the surveyor from the mark group preceded to get the survey forms completed. We were having the roof replaced at the time and told him that it would be advisable to do the cavity wall insulation in October. When the time came we could not get hold of the surveyor - we later found out that he had gone on long term sick. Nobody at the Mark group had any record of receiving... (read more)
★☆☆☆☆
“Where do I start??”
Written on: 08/03/2013
Firstly, an initial survey for loft and cavity wall insulation by Mark Group was done on 18th December by an individual who was difficult to understand and insisted on using our telephone to phone the office as he maintained he had no signal on his. It was only later I found out this was a habit of his as he maintained the same story at my partner’s property later in the day. He booked the date of a second survey for 29th January 2013. However, on 22nd January 2013 we had a call... (read more)
★☆☆☆☆
“Not reliable”
Written on: 05/03/2013 by patrica123 (1 review written)
Cold called by company canvassing for free cavity insulation. Agreed after checking Internet regarding our entitlement to free work; house qualifies as older property with non-standard cavity. Work to be undertaken by Mark Group. However, some 5 weeks' later still not done, they have just 'phoned to cancel for 2nd time!! First excuse- house before ours was larger than had been surveyed so not enough material on van to do our work. Promised we would be priority as had been cancelled. ... (read more)
★★★★☆
“Central heating boiler instalation.”
Written on: 22/02/2013
The tradesmen who came to my home to fit a new gas central heating boiler were extremely professional and polite. Their job was completed in less than one and a half days. When the electrician came to finish the job that's when it went badly wrong. I called the Mark group on 20occasions and 20 times I was told they would call me back. 17 times the call WAS NOT returned. I was kept in the dark by the office staff. (read more)
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Showing 21 - 30 of 341 Reviews
★★☆☆☆
“Soalr Installation ????”
Written on: 22/02/2013 by Rosyln (1 review written)
A quote given on the phone, sounded ok. Representative put off appointments twice before coming to finalise the deal. Presented a different scenario which I was persuaded to accept because of time constraints and my lack of knowledge. Discovered by next day that the premise on which the decisions was based were misleading and incorrect. Requested to have the original quote by phone honoured. Still waiting some 8 weeks later for the matter to be resolved (read more)
★☆☆☆☆
“No Show, No Call. Twice!!”
Written on: 20/02/2013 by mrveryangry (1 review written)
Had the appointed survey, then another survey by the real surveyor. Contacted by Mark Group and installation date confirmed. I called them on the installation day to be told "paperwork hasn't turned up and the install would therefore not take place today". Re-appointed for 4 weeks later. Called them on install day to be told " paperwork hasn't turned up and the install therefore would not take place today". Deja vu!! "We tried calling you" they said, but I have no answerphone message at home... (read more)
★★★★★
“great job (Nottingham)”
Written on: 16/02/2013
they came earlier than expected as they had a few cancellations (they phoned prior).. 1 team came and did the loft and another did the walls.. everything cleaned up.. a big team of 7 (suppose someone has to hire them?) .. highly recommendable (read more)
★☆☆☆☆
“data protection ”
Written on: 13/02/2013
was visited yesterday by a group of 4 representatives who were door knocking, free insulation sounds good to me so over two hours later they finally leave paperwork signed..then one of them returns at 8pm in the dark to take photos of the front and back of the house in the dark !! same chap came back this afternoon tells me they have lost yesterdays paperwork (with all my personal info on) as if its no big deal and wanting to through it all again..very unprofessional and an email has been... (read more)
★☆☆☆☆
“Utter garbage!!!”
Written on: 13/02/2013 by maxp779 (1 review written)
This is a long boring story so i will sum it up in bullet points: - Surveyors show up, do their survey, they cannot arrange an installation date as their call center has closed - Surveyor shows up the next day to make the phone call and arrange installation date, call centers "systems are down" (where have i heard this BS before?) so cannot be done, surveyor says the call center will call me back to arrange an installation date - You guessed it! No call back, i phone the number the... (read more)
★☆☆☆☆
“Left with condensation in our loft!”
Written on: 08/02/2013 by neege749 (1 review written)
We had to have roofing contractors at our property to fit roof vents to combat the 'sweating' which has occurred in our loft since the Mark Group undertook both cavity and loft insulation. I am utterly annoyed at their company for not making us aware of the issues which would occur from their installations! I think they have a duty to the customer to inform us that if you block up air-bricks and cavities within a house then the loft has no way of breathing! We are having to pay £240 to... (read more)
★★★★★
“Cavity wall great job”
Written on: 27/01/2013
I had my cavity walls insulated a couple of weeks ago by 2 lads from the Warrington branch. After my initial survey a date and time was organised. The lads turned up on time and on the right date. Both lads where professional and done there initial checks before work was started. An hour into the job I went outside to check on progress and it was a bit messy but this was to be expected with the drilling causing a lot of dust. A couple of hours later they had finished work on my detached... (read more)
★☆☆☆☆
“Shameful disregard for customers”
Written on: 18/01/2013
I've taken the day off work and spent most of this morning lugging things out of my attic to clear it so that Mark Group can come round to insulate my attic. A month ago a surveyor came round and said that I would qualify for a grant to do the whole job for £99. I did miss a call on my mobile yesterday, but this morning I was waiting for them to show up and had a funny sense that something might not be right. I called up Mark Group who put me through to several solemnly confused people... (read more)
★☆☆☆☆
“Let down”
Written on: 07/01/2013 by Tropla (1 review written)
Last Sept we had one of there touts knock at the door about the free loft insulation...We knew from Warm front we had to have tile venting in our roof and this guy representing the Mark group tells us they can do that. He had a look and said Yep no problem it will cost £60.00 We qualified for the free as husband is on DLA high mobility so the job was booked. We were told the loft had to be completely empty which was no easy task and the work team showed up to do the job. Problem being the... (read more)
Gazactor's Response to Tropla's Review
Written on: 17/01/2013
Just had the very same experience
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Mimijolie's Response to Tropla's Review
Written on: 17/01/2013
Thank you Tropla and Gazactor' for sharing both of your experience as I had the same type of visit from a Mark Group sales person ( with Badge ID) but when I tried to ring her back - no answer. Although I 'm still interested in getting this done under the goverment grant scheme - it won't be through this Mark Group!
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Andyforre's Response to Tropla's Review
Written on: 01/02/2013
The mark group also agreed to insulate our loft they booked us in for the 19th december so we emptied our loft, They telephoned us on the 16th december to tell us that they were waiting for supplies.they said it would be january when they installed it when i telephoned them on the 19th january they told me they could not do the job anymore as the grants had been stopped.
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★☆☆☆☆
“Customer after service”
Written on: 20/12/2012
Recently discovered extreme damp in the loft since Mark Group installed loft installation. called the Warrington office and was told this was a common problem and they apologised for failing to inform me of this possibillity. I recieved a call from thre regional manager who promised that fitters would be at my home the following day to carry out remedial work, no fitters called and no phone call either. I then called the office who again apologised and informed me that the regional manager... (read more)
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Showing 31 - 40 of 341 Reviews
★☆☆☆☆
“Water tank almost burst, Loft ladders broken ”
Written on: 18/12/2012 by Lauren3
Earlier this year I had a knock on my door offering insulation with a grant, I wish I had never let them in! The installers lent on the pipes in my loft leading in to my colder water tank and split the tanks. Once we noticed the leak, a plumber advised that there was a slow opening crack and that the tank could burst and flood out house at any time. We waited a week for this emergency to dealt with, emptying the tank and turning of the mains water every day when leaving the house. While... (read more)
★☆☆☆☆
“unreliable, disorganised, and rude”
Written on: 17/12/2012 by johnnymb (2 reviews written)
Surveyor and cavity walls were fine, but regretted ever asking for loft. They just didn't show up on the appointed day, I called the following day, spoke to head office. They said they'd get back to me, did. Then finally, they blamed the local team, who blamed the head office and the subcontractors (they'd run out of materials on the day). Yet no one had the courtesy to call us. Finally had a call from the local area manager almost a week later - I wouldn't call it an apology, merely an... (read more)
★☆☆☆☆
“Useless Dont Use”
Written on: 15/12/2012
Well Mark Group. What do I say. Read the reviews before (trying) to use them and thought we would make our own judgement. First appointment to get the cavity wall insulation done and they couldnt do it because they didnt have the specialist equipment (scaffolding) required to complete the job. This was due to the incompetence of the surveyor and him not writing it on the booking sheet. Re-booked for 4 weeks later. They turned up at 3pm and said they didnt have time to do it before it was... (read more)
★★★★☆
“Good, considerate service”
Written on: 14/12/2012
I have today just had an insulation job completed by Mark Group. After applying through the internet for free insulation of the loft and cavity walls, the work was assigned to Mark Group. The survey was scheduled very quickly in a matter of days and I had about 10 days to wait before the work was scheduled. This compared very well with British Gas who gave me a date for the survey in 4 months time ! Goodness knows when the work would actually be complete. I did look at some reviews on... (read more)
★☆☆☆☆
“Poor Service”
Written on: 10/12/2012
Back in September I gave Mark Group a chance to install Cavity Wall Insulation. We had the survey, agreed a date and on the morning of the installation after taking a day of work I got a call to say that their machine had broken down. I said you must surely have another machine only to be told they were all being used. They gave me 3 more dates that did not suit me and after some time we ignored their calls. I got a cold call again last week so as some of my friends had got the work done... (read more)
★★★★☆
“Quick and Efficient”
Written on: 07/12/2012 by dwmoook (1 review written)
Originally they turned up a week earlier than expected because they had a gap in their workload. Unfortunately they decided that they couldn't do the work because we have a conservatory on the house and no access to the back. We talked through the options and agreed they would come back on the original date and drill internally at the back of the house. On the agreed day they turned up by 10am and promptly starting drilling the front of the house. About 30 minutes later the front of the... (read more)
★☆☆☆☆
“Mark Group what a shambles!!!”
Written on: 05/12/2012 by casta
Right I got this lot through a letter drop through the door and is the worst mistake of my whole life! First of all they turn up to do the work in the dark, I ask you who the heck does this, they leave and in the morning I find the insulation material all over my garden through my stones and basically it looks as it they have just sprayed the material all over the garden, it was in my drains, guttering, everywhere! A total mess! I then go into my loft to find that there are piles of the... (read more)
★☆☆☆☆
“How many surveys do you need to get loft insualtion!”
Written on: 28/11/2012
Surveyor turned up one evening seemed to be thorough and confirmed we would qualify for a free top up loft insulation, someone would be in touch within two weeks to arrange installation. However, the next phonecall from The Mark Group said they needed to do another survey - of the whole house. This would appearently take half a day and would involve going into every room and taking photographs, something to do with a whole house energy assessment, I have heard of these but we did not want... (read more)
★☆☆☆☆
“Totally let down”
Written on: 28/11/2012
I am going through the same thing, No one turned up for the Cavity Wall Insulation day, after numerous phone calls and emails, still nothing has been done, and they never return emails and phone calls.Been waiting 2 months now, UNBELIEVABLE they should not be allowed to carry on !! (read more)
★☆☆☆☆
“Total waste of time”
Written on: 27/11/2012 by JanR2012
1st appointment was a no show with explanation. 2nd appointment was requested AFTER 3pm, he turned up at 1:30 pm and obviously couldn't gain entry so the job was not completed. After phoning to complain, I was advised that he had arrived 1.5 hours earlier than I requested because "I was the last house on his list" Customer Services were a total waste of time DO NOT BOTHER WITH THIS USELESS COMPANY (read more)
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Showing 41 - 50 of 341 Reviews
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Shalliwait4U's Response to kr130968's Review
Written on: 15/04/2013
Hi Kr,
Sorry to hear your story...
I worked in the industry previously. At this point of time in April' 2013 - companies can do insulation only to hard-to-treat properties.
based on your bad experience, you can ring your energy company and ask them to provide you insulation as the energy companies are under obligation to get the insulation done for free in most of the cases.
In the past, some times, the companies charged the customers under special cases if the customer's property needed extra ladders, vents and may be air bricks.
it might not be applicable in your case, but ring your existing gas and electric provider and they are obliged to do insulation to your property for free (99% cases)