Enviro-Flame Reviews

Name: Enviro-Flame
Address: Unit 1 Riverside Industrial Park 16 Lyon Road Wimbledon, Wimbledon
Rating: 4.87

4.9 Rating 476 Reviews

97 %

of reviewers recommend Enviro-Flame

Company Reviews

Metrics

Info

4.9

Based on 476 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
On-time Delivery	95%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

Visit Website

Phone:

02031241588

Email:

enviro-flame@reviews.adtrak.co.uk

Location:

Unit 1 Riverside Industrial Park 16 Lyon Road Wimbledon
Wimbledon
SW19 2RL

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Enviro-Flame 5 star review on 5th September 2020

Brian Taylor

Enviro-Flame 5 star review on 26th January 2020

Professor MacDonald

Anonymous

Anonymous // 01/01/2019

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“Engineer was good and the hearth is fitted well. Disappointed in the company as the slate was not what was ordered.”

Helpful Report

Posted 7 years ago

“My experience of Enviro-Flame was disappointing and fell far short of their promise of reliability, quality and peace of mind. They failed to show up to their first appointment, damaged several items in my home including my prized TV, and fitted a different gas fire to the one I had ordered. The installation stretched over three months and was a catalogue of problems from start to finish. Their response to rectifying this lamentable turn of events was flat-out denials of either responsibility or liability and a paltry 4% reduction in bill. The denials will doubtless continue in their response to this review, so for the record: Damaged flat screen TV - I had not moved the TV table because I was the fireplace break-out would not start until the gas run was completed. The installer unexpectedly decided to crack on at the same time, and took a pneumatic hammer to the old concrete fire surround less than two feet from the TV, with just a sheet over it. The chipped screen could not be repaired and the TV had to be replaced. Incredibly, and despite being supplied with pictures of the chaotic work scene, the firm both denied they had caused the damage, and also claimed they are not liable for damage to movables and warn all customers as much. In fact, they don't, as their Ts and Cs when eventually supplied revealed. The wrong fire supplied – the company claim they told me that they were switching makes of fire for supply reasons, but I have absolutely no recollection or record of it. The fire was fitted without trim, and when the trim eventually arrived, it was very different from that ordered, and entirely unsuitable. They replaced it with the right trim, but that did not fit the supplied make of fire. I have had to settle for a compromise mixing both sets of trim. I won't give chapter and verse on the other issues that came up – central heating power cut off by a blowtorch, and the damage blamed on a "blown fuse" (blown by what?), badly sawn floorboards left unsupported, and hallway décor damaged chasing a gas leak – but suffice it to say I cannot recommend this firm.”

Helpful Report

Posted 7 years ago

Dear Jackie, we always take all feedback very seriously and yours is no exception, and we are very sorry that this particular job did not run as smoothly as you would have liked. As we made clear at the time of installation, there were challenges that took a lot longer to overcome, but none that we did not make every effort to solve quickly and solve to a high standard. We maintained open communication throughout this process and did not undertake any work without your prior approval. Indeed, the majority of the initial work was done under your observation, including the fireplace breakout, and your input was sought and considered at all times during the installation process. We always advise our customers to move any valuable items from the immediate area while we are working and our engineers take great effort and care to cover areas with dust sheets and minimise mess while working. There was a leak in your gas supply that our engineer took several hours to locate and rectify, and the incident of your boiler breaking down which we returned the next morning to rectify too. Both of which had no relation to the fireplace work we carried out, but the installation team took upon themselves to put right for you. I would have hoped that this might have been considered. After careful consideration, we did not believe that our engineers caused damage to your property, and that in fact we went outside our initial remit to resolve any unforeseen issues to do with your fireplace, boiler and gas system that we encountered along the way. I believe we have left you with a fully functioning, beautiful new gas fire which works safely, and the installation was carried out professionally. I understand the office had much communication with you throughout, and barring the issue of the wrong frame being delivered, the work was carried out to a high standard. With this in mind, we are satisfied that all of our customer service protocols have been adhered to, and that the work we carried out for you does not warrant the one star review you have left.

Posted 7 years ago

“The guys were very clean & tidy, offered to remove their shoes before being asked, had placed dust sheets down on the floor before bringing in any tools for the job. The lead sweep was very knowledgeable on what he was doing & left the place spotless for me, great job all round!!! Well Done.”

Helpful Report

Posted 7 years ago

“Dave and Jordan have been incredibly knowledgeable, helpful and friendly. Despite having to return a couple of times they always came with a good demeanour. I wouldn't hesitate to recommend them.”

Helpful Report

Posted 7 years ago

“Pros: good advice, mostly good communication, logburner itself is lovely Cons: did seem very expensive for the service they provide although to be fair the quote was not an enormous amount more than a rival company (if you're wondering, I chose Enviroflame over the other on the basis of their friendlier communication). My main upset is that they charged me £100 odd for an initial visit during which they said they'd swept the chimney. However on the day of installing the burner, the chimney liner dislodged enough soot to cover EVERYTHING and I do mean EVERYTHING in my flat (it is open plan). It took me days to clean and some things were permanently stained. If they had warned me, I would have covered everything up. I was very unhappy but the girl who answered the phone the next day just said she was sorry to hear that and basically ended the phonecall.”

Helpful Report

Posted 7 years ago

“Very prompt, efficient and friendly. Would highly recommend!”

Helpful Report

Posted 7 years ago

“Arrive in the allotted time were polite and did the work needed in a clean tidy and timely manner.”

Helpful Report

Posted 7 years ago

“good friendly service”

Helpful Report

Posted 7 years ago

“Great job. They were able to fit me in on short notice which was really good. Thank you”

Helpful Report

Posted 7 years ago

“Dave and Claudio were very efficient, helpful and tidy. I was very pleased. I recommend them.”

Helpful Report

Posted 7 years ago

“Professions chaps, they were polite and worked carefully to minimise dust. They covered evrything well and did a good job explaining each step. Completed the job on time and left the place tidy.”

Helpful Report

Posted 7 years ago

“Quick & efficient & thorough”

Helpful Report

Posted 7 years ago

“The initial advice was clear and answered all my questions and the installation was completed efficiently.The new fire is lovely .”

Helpful Report

Posted 7 years ago

“The company carried out a personalised assessment of my needs and ensured they met them 100%. They were at all times patient, honest and helpful. The staff were amazing. Both the office and the technical staff were efficient, friendly and nothing was too much trouble. They were committed to finding the best solution for me. Professional at all times”

Helpful Report

Posted 8 years ago

“Very efficient and good workmanship”

Helpful Report

Posted 8 years ago

“The stove is great and we are loving it. But as well as the product, the entire service from the first phone call to the last email was excellent. MOST of all - the guys who came to fit the stove were the three sweetest guys on the planet. Couldn't have asked for more. Thank you.”

Helpful Report

Posted 8 years ago

“We found this company frustrating to deal with, helpful one minute, very difficult to deal with the next. Strong on the sales side, but difficult to get them to fit our £3K fireplace, which the fitter left unfinished and left our flat without explanation. When we disliked one pricey aspect of the fireplace, the company was very reluctant to take any steps to remedy the problem. When it came to the gas test, at the end of the installation (3rd visit) the first fitter of two found a leak and blamed our builder who installed a supply pipe. Second fitter found that it was the first fitter's incompetence, not our builder's fault at all. No hint of apology at any stage of this frustrating process, which reached it's climax when the company 'forgot' to refund our initial £130 survey fee in its final invoice. One thing that gets 5* rating is Enviro Flame's online billing system - it demands 95% payment up front before they'd actually fit the fireplace, so when we found the fireplace left unfinished over Christmas we had nothing left but endless phone calls to unhelpful customer services. In the end, we had to pay our builder to finish the installation to our satisfaction.”

Helpful Report

Posted 8 years ago

Dear Mr Newman, I am sorry to hear your review and would like to let you know that I have been able to discuss it with all concerned, as we take all customer service issues very seriously. I understand that the fireplace you ordered was originally purchased in December 2015 which we stored for you for 1 year whilst you carried out work on your property. We then had the manufacturers carry out specialist colour matching for the wooden beam you ordered to match the flooring you ordered. When we installed the fireplace you did not want to keep the beam and changed your mind to a different style which I believe you said your builder would do as you would have had to purchase another surround from us. I think this is where the problem lay in that the custom made item was non refundable. This is explained in our terms and conditions and I believe you were sent a sample prior to manufacture to make sure it was correct. Our payment terms are 50% deposit upon order, with 30% the day prior to delivery and then 20% after satisfactory completion of the contract. We do not stipulate a 95% payment procedure, although I know that most building companies now do hence perhaps the misunderstanding? The initial £130.00 you mention was for a chimney sweep and flue inspection in which we carry out the survey free of charge so this would not have been refundable. I am satisfied that our customer service team and installation teams carried out the work and sales service to a reasonable standard, although we have now installed a procedure where if a customer has waited over 6 months before taking their order, we carry out another survey similar to when a new sale is made to refresh everyone's mind.

Posted 8 years ago

“We haven't actually bought their fire yet (apart from having had the chimney swept and that went v well), but have been v happy with the service and their help so far.”

Helpful Report

Posted 8 years ago

“The chimney sweep was very helpful, courteous and polite.”

Helpful Report

Posted 8 years ago

“We used them in late 2015 and mid 2016 for the re-instatement of period fireplaces in two mid Victorian Wimbledon properties. A complication necessitated the installation of a flue liner and a breach into the chimney breast. All work was completed punctually, efficiently an with minimum disruption at one of the properties which by then was occupied. With a less organised firm we might have abandoned the project. Great attention to detail and keeping us informed both at the planning stage (preparing templates etc.) and after the initial installations were completed when the fireplaces needed to be certified and commissioned into working order. And all within budget too.”

Helpful Report

Posted 8 years ago

Enviro-Flame is rated 4.9 based on 476 reviews