My central heating boiler broke down in…
My central heating boiler broke down in the week before Christmas. As my experience with NeaterHeat was extremely good, I called them out as an emergency. Danny came after 5pm the same day. He told me that unfortunately he did not understand the problem and was going to phone the Vaillant Company the next morning and let me know the outcome straightaway. I waited all day that next day and no call came, only the bill was issued for the emergency call out. Nobody from NeaterHeat offered any solution or advice what to do next. I had extremely good services from them before, but they managed to fall from a 5 Star rating to 0. How could they leave an elderly person without heating, with no advice, no follow-up, alone like that for Christmas? Shame on them!!!
Reply from Neater Heat Ltd
Dear Teddy.
We are sorry you felt that on this occasion our service was below standards however, after careful investigation of this matter it would seem your recollection of events differ from ours.
As all our engineer visits are tracked and logged and all telephone calls are recorded we were able to report that our service to you met our promise.
Your breakdown was logged with us at 11:58 AM 19/12/2022 and despite being the busiest week of the year, we attended your property by 4:30pm on the same day. After an hour of fault finding, our engineer explained that there appeared to be multiple, unrepairable faults with the boiler so would therefore need to discuss the options with the boiler manufacturer and our supplier. As the time was now past 5pm this would have to be done the following morning. We agreed that we would contact you the following day.
The following day, after discussing the matter with the boiler manufacturer and our supplier it was determined that your boiler required the replacement of multiple parts. We therefore informed you at 4:03 PM 20/12/2022, by telephone, that we would be unable to carry out the repair before Christmas as the parts would take 3-5 working days to arrive.
It was at this point you made the decision to seek an alternative company to carry out your repair. This was the last correspondence we received from you.
The invoice you received from us was for the agreed emergency call-out rate and diagnostic of the boiler fault.
Neater Heat Ltd is committed to meeting our customers' expectations of performance, quality, price and delivery in all aspects of the services we provide.
If you would like to discuss the matter further, please call 01252338078 and our friendly and helpful staff will be more than willing to assist you further.
Kind regards,
Neater Heat Ltd