Avoid, Avoid, Avoid

3.6 / 5
65% of users recommend this
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Flowerrose's review of Swale Heating www.swaleheating.com


“Avoid, Avoid, Avoid”

Written on: 01/11/2020 by Flowerrose (1 review written)

We arranged to have a new boiler, new larger pipes and hot water tank installed in Oct 2019. The sales representative was very helpful but as soon as we agreed with the sale the customer service was atrocious.
On the day of installation (should have been 2 - 3 days) the engineer turned up and immediately tried to put us off having larger pipes as it would be too much work for him. We were shocked as we had already paid for the service but he said it would be taken off our bill. We refused of course.
The parts turned up on the day but many were missing so a few hours work was completed and the engineer left. The next day we had a different engineer turn up to carry on with the work. Parts turned up but still some were missing. A few hours work was done again putting the boiler in place and the engineer left. The next day (Friday) another different engineer turned up to carry on with the work. The hot water tank was now installed.
As we had a new boiler installed we had to have a power flush. They ran out of time to do this on the Friday so said they would come back the following Tuesday to do this. The engineer turned up on Tuesday to do the flush without the equipment. The equipment was then delivered to him in bits so he had to build the machine then realised there was parts missing so couldn't do the flush. I had taken time off work for this so was extremely frustrated bear in mind the job was only meant to take 3 days maximum. We were now on day 5!
The power flush was arranged for another day so I had to take more time off work. This time it was done successfully. By this time it was December 2019.
Because of all the problems we had, we were given 12 months free cover.
1 year later (October 2020) and our new boiler was leaking. We called Swale who said that we were no longer their customer as our cover had expired. We looked at the paperwork with regard to the cover and although they agreed to this in Dec 2019, it expired in October (2 days before the leak). They were meant to write to us as a reminder to renew our cover but this didn't happen.
We wish we had never gone with Swale. We have never experienced such bad and rude customer service from a Company.
The reason why we have taken a year to write this review is because we gave them the benefit of the doubt due to receiving a free years cover but when this was not renewed and we received no notification, we decided enough was enough and we would call them out for the terrible company they are.

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