The sales rep was so knowledgeable and we felt confident to go ahead with this company..We're due a two day installation had an annoyemous call to say a two man team would turn up on the Tuesday for a one day job. Boiler installed failed to work, we had to go a day without heating or hot water. Had to chase up the electrical and gas to get this sorted. Apparently the electrician wasn't booked to connect our new Emerson heater, but luckily he had the cable in his van. After 3 days we had heating and hot water, only to find that the engineers didn't refit our flu to meet current regulations. Still waiting for this to happen. On my calls to the customer service dept that the reviews on their website gave us the confidence to go with them, but in hiensight would have looked at other companies. If your looking to replace just make sure you do the old 3 quote comparison