Swale Heating Avis 8 405

I feel sorry for the people who work in its call centres. It can't be fun having to call the same person multiple times in a week to explain why a promised boiler repair person isn't going to make it, especially when they agreed that our case is an emergency due to us having a baby in the house. Those people aren't to blame - but someone hiding above them is. This shoddy, mismanaged company takes £20 a month from us and provides nothing but excuses and apologies in return. Their "premium boiler plan" is a joke. Or at least it would be, if our boiler didn't keep shutting off at night when it's minus 7 outside. Avoid, avoid, avoid this disaster of a business.

Only giving one star so I can make comments- Failure to attend 2 booked service appointments and no further contact to rearrange despite promising Customer service would be in touch asap after I complained. Boiler has now stopped working and we can’t get anyone to answer the phone. The service plan is not worth the monthly fee.

4 days no heat or water, engineer final comes a floods kitchen doesn't clean up doesn't order part, rude

I am disgusted. I would rather give an 0.

I contacted the company on behalf of my 93 year old mother this morning.

I pointed out she was a priority and had no hot water or heating. The boiler cuts out and the central heating goes off and there is something wrong with the thermostat.

I asked for the engineer to ring me as I wanted them to use the keysafe for mum's safety. I also wanted to explain the problem as she gets muddled. No call ever. Repeated requests for a call were ignored.

My first call I was told the job was marked as done but nobody had turned up and I was told the engineer would ring me. I am certain nobody visited.

Periodically rang after that and given the same reassurance but nobody called.

Told another engineer booked and will come by 11pm. In what world is that making a 93 year old a priority?

The tracker does not work so I cannot see if anyone is on the way.

8.32 still waiting.

Mum was freezing all day.

I went to Facebook to see if I could get help on the page there only to find a similar, unanswered complaint from myself there from 2 years ago.

Ever since Swale a hearing merged with Sureserve compliance South they have been useless.
Every time I call it takes at least 20minutes to get through. The call takers although lovely have no ability to put you through to a different department.
It took them 2 months to fix my boiler due to incompetence and poor organisation.
I have now been waiting over a month for a reply to my complaint.
My advice is to avoid this company at all costs.

Swale have replied to this review with the email address I have emailed multiple times with no response!!! More incompetence

Didn’t answer the phone on numerous attempts to contact them and couldn’t even be bothered to respond to an urgent request for help. Appalling service

I have been a loyal swale heating customer for many years.
I was given an annual boiler service appointment for Tuesday 16th December.
We sat in all afternoon but no one turned up.
I tried phoning but got no answer.
The website directed me to a WhatsApp number. I tried this but it told me the number was discontinued and to use a new number. I tried this and was directed to use a third number.
I eventually had a conversation.
I was told my post code was invalid. I'm pretty sure it isn't.
Finally I was told someone would be in touch.
No one was in touch.
I went through the same rigmarole three days in a row.
Still no one has contacted me.
Looks like time to move on...

I have been waiting 8 weeks for a thermostatic controller to be replaced. The engineer says I need a replacement. He reports this back. No response. I call to see no action has been taken. 2nd engineer turns up and given the wrong part. He reported back no action. Called again another engineer appointment made he never arrived as he had not picked up the part. Reported back no response. Called again another engineers visit arranged for today am and has been told where to pick up the part from. Again no show. Trying to speak to them for the last 90 mins still on hold. Complaint was submitted some weeks ago no response. Swale contacted me stating the required part will be delivered today (29thDec) for fitting tomorrow. It is now 12.30 no info provided on when or if the part will be delivered for fitting tomorrow. As of 30 December the heating system now working.

This company has changed, They were great, and are now awful!!
I pay monthly for full contact and have always done for each home over the last 20 years.
It has taken 5 weeks without heating to be helped. Each time the engineer did not turn up. When they did the wrong part was ordered and then we did not hear again for weeks. Their poor staff are over worked and have impossible workload, often 15 households to help a day so will always let someone down. The company is greedy and Councils should also steer clear of them
This time I have had to call 5 times and waited around 45 ins each time to be answered.

New boiler installed over year ago.
Tried to get certification no reply
Tried to call to book service can't get through.
Over a year of trying to make contact.
Emailed to complain was told someone would call ... Didn't
Now having to go through ombudsman . Paying for a maintenance contract and it should now of been serviced.
Sadly see on Facebook others are having similar experiences.
I really need the certification for house move.

If sure serve see this review please dont tell me to contact the Care line by email I have already done so .......no reply

Terrible service

Why do they not answer the phone. I have a boiler service booked by them but not received any update confirmation or an estimated time. They won't pick up the phone. The customer portal doesn't work either. So so frustrating

Honestly cannot believe they are still in business, rude, unreliable, incompetent, unprofessional and threatening to customers. Please don’t use this company, I don’t want anyone else to have to be insulted and ripped off.

We have been with Swale Heating for many years as private customers, but were concerned about the content of some of the reviews over the past few months. However, we still decided to book for another year for boiler support. We had a couple of queries which were responded to very quickly and efficiently by the customer service team, and although one boiler service was cancelled - and we were notified of that - another was booked for the following week. The engineer turned up on time and was very pleasant and efficient. I cannot comment on emergency call-outs within our current contract as we have only just renewed (although we have had to make them in the past and they were great) but service so far has been very good.

Waited over 19 minutes on hold with the painfully repetitive messages that there is a "higher volume of calls than normal".
More likely that they don't have enough phones manned.

Quote received for replacement boiler and appointment made for installation one week later . Engineer arrived on time at 8am and job completed by 1.30pm . Minimal disruption and everything left in clean condition .

Avoid this company like the plague. Took me three days to make contact with them in October for our annual service which was scheduled for yesterday. No one turned up. Tried constantly yesterday evening and today - no returned calls or emails. Now cancelled the DD - they will soon be on the phone now

Joke of a company, I pay a monthly fee for annual service and boiler cover. Twice now I have had the service booked and no one has turned up, yesterday I even spoke twice to a lady in the office who assured me he would be out by 6pm. So basically I will not be getting my annual service now so I am having to explore routes to get my last 12 payments back. This company has merged with sureserve and the only way to contact them is waiting around 30 mins on the phone, You cannot even log in to your account now to view your details etc. Please avoid, you have been warned

80 year olds parents 10 days without heat or hot water!
Took them 10 days to replace a boiler fan, rang 3 different days to be left on hold for hours only to be told nonsense every time! Terrible customer service, nothing but worry and stress. Zero communication. Website unhelpful. We have been with Swale 15+ years and are now going elsewhere.

Shocking service. Bodged boiler installation. Dont turn up for appointments. Worst customer service ever.

I wish I could rate them 0 stars!
I have never had an issue with the service until now. They came to fix a pump and left me with no heating or hot water. And now I am being lied to and not having my emails or request to a manager to call me, being responded to. How can a company treat their clients this way?? I hope to get a resolution to this issue that their engineer caused