Shocking. Quoted my mum a full boiler replacement and then when they turned up to do the job, the engineer was too scared to go on the roof, forcing her to fork out for scaffolding, which was not part of the quote. As a pensioner on a fixed income she was bullied and left with no choice but to agree to the extra charge. Adding insult to injury the system doesn’t work - it’s a BH weekend and she now has no hot water. Shocking treatment. If you survey and quote for a job, the mistake made should be funded by the company not the poor person who accepts it in good faith. Buying decisions are often made on price so this feels like fraudulent practice to secure the job - hopefully not. Come on Swale Heating - tighten up your customer service and own your mistakes. Don’t bully pensioners into taking second best.