“We had confused messaging from LMF and the actual installer about when the work would take place, and also at short notice (which wasn’t convenient). We also had to question why a focal point electric
Heater in the living room was planned to be replaced when we hadn’t asked for it to be. We ended up having to have a replacement heater in a different part of the room which a) wasn’t particularly needed and b) didn’t look quite right and c) had to move furniture out of the room and reorganise the room to accommodate it. The head of the installation team was great, good communication and efficient. We did however notice that one of the heater’s fixings had gone through the wall into the next room after they had gone (luckily we are redecorating that room soon anyway). Yes this is a free installation which we appreciate, but it could have been handled better.”
Posted 2 days ago
Hi Elizabeth ,
I'm so sorry to hear about the issues you've experienced . We do try to stick to a planned schedule of works but occasionally we have customers cancel jobs at short notice . Our installers travel all over the country so when a job is cancelled in an area we usually try and see if there are any other properties that require installation in that area . This results in us offering customers cancellation appointments . I can only offer our apologies if this has caused you any inconvenience.
The location of the heaters in your property is established by a design tool which is generated once we input the details from the initial survey that was carried out prior to install .
We aim to adhere to the design as closely as possible but occasionally it may not be convenient for the customer to have the heaters located where the design suggests so we will always try and accommodate any request such as leaving Focal point heaters in situ etc; we do however have to install a heater in the room the design suggested to ensure your property is adequately heated which, unfortunately in this case has resulted in you having to move furniture .
On the rare occasion that any damage is caused to any property we will always ensure that its rectified ASAP . We're not perfect and can't get things right 100% of the time but we always aim to ensure that our customers are left happy with the work carried out on their home regardless of wether the work is funded privately or by a government grant . If there is any outstanding damage to your property please just give us a call and we will send someone out to you .
Id like to thank you for commenting on the fact that you were pleased with your installer despite the issues that you experienced during the process . Feedback and customer satisfaction is incredibly important to us and we really do appreciate it .