Heatcare

I have had Heatcare visit me for over 15 years at various properties. I’ve always found them punctual, friendly and polite and they always clean up any mess. The out of hours emergency line has always been a great help when I have needed. The only time I have had to wait is for a part and that’s out with their control.I would highly recommend them for any work needed.

Boiler was deemed unsafe at annual repair so was cut off, no shower so no hot water for 6 days, new boiler gets installed 6 days later and when they left went to run a bath and the water was about 15'c. Had nothing but hassle and incompetence from this lot, missed three days of work because of it. Also they left my Mother for 8 weeks without gas a couple years ago. Pointless company.

Generally good enough service over years. Recently organised for joiner to box in boiler. Left my door open for this. Came back after work. Nothing been done and no message left as to why. Felt like noone had been. Phoned and told receptionist this. Told them poor show that there was no communication that no work been done and that I had to phone up to find out.

Our boiler not working. No hot water or heating. We rang Heatcare , a young man arrived within hours. He got it going, it needed a new valve. He arrived the next day and put in the new valve.He was so pleasant. His name was Macauley. Wish all tradesmen were as nice as him.

On two occasions now I’ve been given an AM appointment for an engineer to arrive between 8:30am-1:00pm. I have taken time off of work on both occasions and the engineer has not turned up within the allocated time slot with the explanation being given as ‘these things happen’. Last time he was half an hour late and today I have been waiting for 5 hours and he is yet to show. I’ve now got to return from my half day taken off of work and heat care oil and gas have informed me i’ll have to reorganise for another day although they have failed to deliver a service on their part. Extremely disappointed with the customer care and if it wasn’t for the insurance having a direct link as sub contractors I would avoid using this company again because of this experience.

Called out by my insurance company to sort out fault on Baxi boiler. Diagnosed the pump had failed which they then had to order but wanted payment up front to fix (1£106) on top of the £250 covered by the insurance company. Four days later fitted the new pump head (not the whole pump) and boiler still did not work. This time I was told the diverter valve had failed and they wanted another £106 up front to order part and then fit. No acknowledgement the diagnosis in the fist place was poor. Gave up and went to a local Aberdeen firm who came round fixed there and then for a lot less than the £106 and were pretty sure the pump had never failed in the first place. Heatcare appeared to be using the Insurance company call out as an excuse to get in the door, charge up front ad provide an extremely poor customer service. The only good thing was they attended on the day called out, but a week later the boiler was still not working!

Plumber was sent out to my new home to battle an odd smell coming from my upstairs bathroom. Come to find out, sweeties were shoved in the overflow. Even though he had never seen this before, he managed to sort the issue quickly. He was very kind, and explained everything he was going to have to do to solve the issue.

Engineer diagnosed issue with boiler. Fitted part as soon as it had arrived. Boiler working as good as when installed 9 years ago. They can't hold stock of parts for all boilers so for some fixes there might be a delay while part is ordered. Engineer phoned to say when on way so I was able to minimise time waiting around which was great.

Complained via my insurance company for emergency breakdown - water was leaking. They came same day (Monday night) but did not have required parts, so stopped the water flow and boiler. Next day (Tuesday) they were given the approval to order parts and get everything resolved. Got an appointment for next week on Monday. (It was supposed to be an emergency breakdown, now they have stopped my boiler completely and give me an appointment after a week).Anyways, turned up on Monday, looked at the boiler and said they have got a wrong part and need to reorder a part. Phoned the Heat care office after couple of hours to check if the parts were ordered and when is it next appointment. They said engineer is very busy with other appointments, after all the appointments are finished he will look get the part numbers for all the jobs and we will then place an order from office. So they won't hvae parts by Tuesday, we can't manage on Wednesday and it now happens on Thursday.Did I mention, although it was initially a call for EMERGENCY BREAKDOWN, they wont work on evenings or weekends, and it takes them 10 days to order one part and fit it - if at all it gets done on Thursday.Avoid them and if your insurance company offers to send them - ask them to send some other company.