Swale Heating Avis 8 405

MARCH 2025* Do Not trust No follow up to my Online complaints*No heating November 2024 only because I complained to CEO. THEN Dominic he got upset about my legitimate complaints I had logged since July 2024! ms Christine messenger NO call back No follow up to vulnerable customer No compensation* for July- November 2024 boiler faults costing excess gas tops *No REPLY TO online 4x complaints* 29th November 2024 & January - February 2025 MULTIPLE BOILER FAILURES/STOP OPERATING*COMPLAINTS* FEBRUARY 25TH- N7

An engineer came out to do a service and mend the fault on the boiler which is making a terrible noise today, Saturday. He waited for the noise and as is the way it did not occur when he was on site. So he left saying someone else would come and service, mend etc but have heard nothing from Swale. Could he not have done the work as he was booked to do so. Terrible service!!

SWALE SERVICE IS TERRIBLE 2 APPOINTMENTS MISSED NO COMMUCATION AT ALL.TELEPHONES NOT ANSWERED FOR AGES. I PAID A YEARS CONTRACT AND EXPECT A BETTER SERVICE THEN THIS

I cannot recommend Stuart Chivers from Swale Heating enough! We had been without heating for almost a month due to a gas issue, and previous engineers couldn't identify the problem. Stuart arrived early, which was a great start, and he quickly diagnosed the issue that had stumped others. He was incredibly efficient in fixing it and got our heating back up and running in no time. Throughout the process, he was very informative and explained everything clearly. We are absolutely delighted with the service and so happy he was the engineer who came to help. A big thank you to Stuart for his excellent work!

On hold to book service appointment 1st attempt on hold for over 40 mins, 2nd attempt 48 mins, 3rd attempt 52 mins, on all 3 occasions customer portal never working. service visit booked for am 8-12-no sign of engineer by 2pm, no calls, again customer portal not working and hold again for over 45 mins gave up. tried whatsapp took over an hour to receive reply stating he will be with as soon as possible. Now 3pm no sign/no calls. awful service! no customer service going elsewhere

Tried to cancel an appointment only to be told you can not cancel and he engineer will attend and mark me down as no access disgusting company not fit for purpose.

I’ve been waiting for a boiler repair for two weeks now, and your customer service has been absolutely terrible. I’ve tried reaching out to you via live chat online, WhatsApp, and of course, by phone. Unfortunately, no one has responded to my WhatsApp messages yet, even though I’d been advised to use this method instead. When I finally managed to get through on the phone, I was met with unhelpful responses and was directed to a different team. It’s frustrating because I understand that there may be delays, but the lack of assistance and the way I’ve been treated has been disappointing. I've been waiting overall for 6+ hours on the phone, still with no plan of action or a date for the repair to be completed.

The part to my boiler has been in stock and delivered to you for nearly a week now, yet still no one has been in contact to arrange a visit to get it fitted. I rang on Friday 28th and was promised someone would ring me on Monday morning 3rd, yet this never happened. Your entire system and service require significant improvements. I'm still sat here with no appointment booked and a boiler that is leaking water constantly. I'm literally doing your job for you!!! Sort it out

I have just waited nearly 1&1/2 hours for an agent to answer.
Our boiler is still leaking badly but when the Engineer finally came out he needed to order a part. Big surprise !
They are impossible to contact and never answer messages or the phone.
I got a letter from them on Saturday 1st March to say They had been trying to contact ME!
😂🤣
Apparently if I didn't co ntact would, consider the matter resolved.
I am fuming which is WHY I rang them today.
So after waiting the hour and a half the agent told me that Swale are NO LONGER dealing.with customers and I would have to contact SURE SERVE who are now handling Swale customers.
What DISGUSTING customer service.
I asked her WHY hadn't they let customers know. It should be easy enough to leave a message on their line informing customers of the change.
I wasn't rude to her but by God I was steaming !😤😤😤😤😡😡
** 5/03/25
SWALE HEATING HAVE JUST INVITED ME TO EDIT MY REVIEW..
As I have been reliably informed by the telephone agent for SWALE when I finally got through to them on Monday 3/3/25, there is NO SWALE heating, it is now being handled by Sure SERVE as of Monday 3rd.
I did suggest that it might have been an idea to inform their customers of the change of Company, and WHO they now need to contact.
We had the Engineer come out to us yesterday 4th March, this was booked by Sure SERVE.
He told us that every customer he visited were very annoyed that Swale hadn't had the courtesy to inform them of the change of Company.
He also said that when he needed to ring SWALE if he had a query, even he couldn't contact them and that their so call " chat line" had been disbanded.
Very disappointing, let us hope that Sure SERVE WILL " serve " us better.

Have contract with them part of service should be a boiler service not had one since 2023 yet still taking our monthly payments and no way of contacting them, have tried all the methods they suggest currently been waiting 40 mins on the the phone

A heating engineer was booked for 8-12 today. He has failed to attend. I texted the confirmation number and was told that they have overrun on another job but wouldn't give me any idea of whether or not they were going to attend and if so what time. Called the 'official' customer service number and hung on for 40 minutes. The phone was picked up by a woman who was clearly outside (working from home) in a busy area. She huffed and puffed a few times, sooo rude! and then hung up on me. They clearly have no intention of attending and couldn't care less if we are left waiting for their useless staff (ongoing leak on the condenser pipe, not rocket science!!). This lot are worse than useless they are a liability! I intend to invoice them for my lost day, £300 should do it.

Original installation was quick. However, discovered a leak several weeks after they completed the work and found them difficult to deal with.
A year on and I agreed a service and maintenance contract.
They dictated to me when they would come to service the boiler. I received multiple emails and messages reminding me of the day and PM appointment.
I took a day's annual leave and checked where I was positioned in their work schedule. I was 18 out of 19 on the day. I kept refreshing the webpage through the morning and into the afternoon. When I saw that they were at appointment 13 I knew they were getting closer to me. I refreshed the webpage again 30 minutes later only to see a message saying they'd visited me at 14:58 and there was no answer, they also stated they left a card. I found this blowing around in my garden! No engineer called me and the doorbell was not rung.
Tried calling them, WhatsApp'd them and tried the online webchat. No response. At the time of writing this review I have been in the phone queue 45 minutes, starting at position 4 and now position 1, no one answering the calls.
I suspect the engineers are loaded too many jobs for the day.
Seriously unhappy with Swale Heating, I would not recommend to anyone else.

In spite of the boiler being serviced a couple of weeks ago, it started leaking on Monday.
Through the ceiling of our freshly decorated hall, onto our carpet and onto our stairlift.
They finally came at 21.45 on Monday evening.
Apparently it needs a new manifold.
Engineer turned off the hot water and said someone would be in touch.
We’ve had no hot water since Monday evening - I am a pensioner and my husband is disabled.
Can’t get through on the phone - longest I waited was 59 minutes.
Tried pressing number 3 for orders and surprise! They answer that extension. Obviously can’t help though so transferred me - I gave up and have so far sent 12 WhatsApp messages
No response yet.

after an hour in calling system and eventually getting through,it was arranged for a service engineer to come out the following week.i waited on the day and was let down. after calling the following day it was explained the problems are with the system all going over to dartford and hopefully by end of march the system will all be running smoothly. i was put through to dartford and spoke to a guy named david who was kind and helpful.he arranged a 2nd call out and the engineer turned up, his name was lee,he fixed the problem swiftly.thanyou david and lee

Came on the said date. Delivered way ahead of time. It was about installing a new boiler and putting a new flue in. Did what it said on the tin! Brilliant and no complaints!

Absolutely disgusting company with awful customer service. You can never contact them unless you want to spend your whole day on hold. Arrange appointments that they either do not attend or attend hours later than agreed. Never cover shoes while walking through your carpeted house.

Terrible service.

They have merged with another company and not transferred my notes and also put my address as the wrong building. They are not responding to emails and their phone line queue is taking so long that I wonder if anyone is even answering them.

The response states to email them but I've emailed this several times since 10th feb to no response.

THEY FAILED TO TURN UP FOR A THIRD TIME! Waisting my time and my husbands time. Not impressed. Will be seeking compensation for failure to fulfill our contractual agreement And we have had a boiler leak for over a month. They don't care about our safety. We had a text message saying they came at 4pm and could not access the property but this was not true. I believe this is just for their records so they don't look bad! We have an open plan home so the front door can be seen from the lounge and that is where I was all day. Noone rang the bell or knocked the door and no-one called my phone.

Have been trying to contact swale heating for the past wk about my boiler service which is overdue, usually swale call me to book the boiler service in and in an attempt to contact swale I have found that no one answers the phone, i have sent two emails with no response and their wotsapp is continually off line, I have paid for this service on an annual contract, this is the first time we have had an issue with swale but if the service doesn't improve, ie someone answers the phone then I will be looking elsewhere for a new company to service the boiler.

Service booked for today (rebooked from an earlier appointment which Swale cancelled - apparently he called at another house at 8.41 and surprise surprise he received no answer, attached photo to our account is not our front door nor did we receive a card through the letter box. trying to contact them is impossible - we have tried telephone, WhatsApp, Email, Facebook Messenger, and non existent live chat.

Living in Sheltered accommodation circa 50 apartments when both heating and hot water went down Saturday evening also many residents with mobility issues unable manage with communications for repairs.
Swale Heating sent engineer Billy round Sunday and did a superb job restored both services. We are all grateful.