This is my corrected review.
I had made a few mistakes in the last one.
Trustpilot,
Why do you keep SURESERVE on your site, with such a poor rate? 100% of 1star !!!
If prospective customers do not read the reviews and trust your name, they will apply to that company because your name make them feel safe.
I have been with Swale Heating for ten years and never had any trouble for the first eight years.
Agents at the Customer Service were polite and the engineers were obliging and efficient.
Also, SWHT provided certificates and reports of the services and repairs.
This year I have had on and off heating and lukewarm water since November, (6 very cold months).
The error L3 showed on the boiler and was well documented with its causes on the Internet.
I am 76 years old and have suffer respiratory problems in the past. I was told by one agent that I was not an emergency as my heating was working from time to time and I could enjoy cold to lukewarm water, also from time to time.
Indeed I had to endure quite a few cold showers. I had to reset the boiler and put the pressure up every time before showering to get some 15*C water, by the time I put the soap on, I had to rinse with freezing water.
I am actually paying for a PREMIUM Cover.
I do not know what qualifications the engineers have.
On all the engineers I had, 2 tried their best, Nickie and Warren. However, even they, couldn't mend the boiler.
One of the engineers Blaise didn't even open the boiler and said he hadn't a clue about what was wrong with it and would send another colleague.
The agent told me that Blaise reported my boiler working, so nobody came. On his second visit, he took a part out of the boiler. This made the water pour down when I tried to put the pressure up. That meant no heater and freezing water, freezing shower again.
I've asked many times to have the same engineers so as to get the necessary continuing service. However, this option was denied. What a waste of time!
Only once did I have Nickie and Warren come back. After his colleague had come back without all the parts Warren had put for order, Warren came back with only some parts, as the others hadn't been ordered. He made a few alterations to the boiler but still, the fault remained
That is when he had the idea of taking the heat exchanger out and clean it. Unfortunately, he couldn't clean it properly, so he said he would come back with a new one and was sure that would mend the boiler.
Two days later, I got a quote from SURESERVE asking me to pay £306 to replace the heat exchanger. Now, that heat exchanger cost, new, £31 in B&Q up to £88 in Toolstation. Warren took no more than a half hour to take the old one out and put it back in after attempting to clean it..
Premium Cover is advertised with parts and labour included (not followed by please see exclusions in T&Cs).
Now SURESERVE, (I believe, as I can't remember seeing these when I apply to Swale Heating) have added quite few exclusions to the "parts and labour included" clause in there terms and conditions! The heat exchanger is one of them.
When I phoned SURESERVE about the quote, the agent was quite rude, talked over me, extremely condescending when I pointed out that there were some discrepancies between their advert, and their lack of concern and responsibility.
He finished by saying that if I wasn't happy I could go elsewhere, something that I had already been told by another agent when I tried to book an emergency appointment. The latter actually put the phone down on me after uttering the sentence. The previous one closed my account although I have paid until the 3rd of April.
He also laughed at me when I suggested I should have a refund of my Premium Cover as the boiler issue hadn't been not resolved since November. " I don't think so, you can always tried" he said with a giggle.
This is only a part of the hardship I have suffered. However, this is starting to look like a novel so I will stop here hoping I have given enough info.