"As a recent customer of Swale Heating i am absolutely Disgusted at the lack of customer service. They talk the talk but don’t walk the walk!!
Say their values are integrity,respect, reliability.... then add an additional £415 onto our work half way through due to the surveyor not doing his job properly!!
I had a so called trained Swale heating surveyor come round and quote us for installing a combi boiler did a thorough inspection of over an hour. Got a quote and location where it would go.
The Engineer turns up starts the work rips my whole boiler system completely out of my property and then turns around and tells us where the surveyor has advised where the boiler should be-installed that it can not go there, as it will not only damage our property and potentially our neighbours he would then be liable of any issues and he won’t carry out the work. Furthermore he advised it could only go in one other place but it would cost us an additional £415!?!
My partner was left with no option with no heating or water and our boiler dumped in our back garden with all pipe work chucked out but to sign a document under duress to agree for the work to carry on as we had no other option
I called up to dispute this within the hour of my partner signing and was advised by Sue the surveyor Ben would call me back- he didn’t. I called back the following day before the engineer arrived in the morning that l I was not happy with why we should have the additional cost on us - and there was apparently no one who could help me but they said they will definitely get the surveyor to call that morning - did I get a call? NO - absolutely shocking customer service.
I called up again that day to then be fobbed off to say the manager is to investigate this and it will take 10days once paper work is in by a lady called Georgina and the main importance is we had heating and water.
After making numerous calls and an email of complaint sent to swale and promises for relevant people to call me - the manager finally called me back after 9days and It’s now been an additional week since the first call with the manager and this matter hasn’t been resolved!!
They offered to take £75 off the additional £415 - which I have rejected as the Swale heating surveyor has not done his job properly.
It is not acceptable to quote work that will not only damage my property but to change the goal posts while the work is being carried out and then put the additional cost on the customer when it is down to their own incompetence!
Shocking customer service - do not touch them with a barge pole!!!"