“I would highly recommend to STAY AWAY from this company. They tried to add an extra £416 plus VAT to my settlement figure, this was not written into my signed contract. They say they sent a letter out in 2020 (COVID times!?!?) to notify customers of this, but I never received this as I would have cancelled immediately. Within this was a Restriction Release on the land registry that was placed on my house. This is absolutely ridiculous to add these fees and restrictions with no proof of delivery of the letter. You would think if they are adding £416 plus VAT to contract cancellation fees they would send this via tracked delivery to provide proof of delivery, but this was not the case. Fortunately for me I don’t accept bull****t or cons and fought my case. After various emails to Haydn (who was very helpful btw) all of these charges were removed from my account and I have now settled and finalised the contract as per the contracted settlement fees written in to my signed contract.
Also they never contact you to arrange a service. When I first took out the contract a Hassle Free Boiler van and engineer used to arrive and do the services. This didn’t last long. They now contract this out to local engineers. It would be cheaper to do this yourself and save on the monthly fees. You would expect from paying £30-£40 a month they would contact YOU to arrange the service but they expect you to contact them. I assume they hope you don’t, as this costs them money to arrange an engineer to come and do the work. Previously this work would have all been in house and would have not cost them any money as the engineers were employed by them, which was when they used to contact you to arrange the service.
It is amazing that when you cancel your direct debit they ring you within a day or two to rearrange payments, but can’t actually pick up the phone to arrange their contractual obligations of SERVICING YOUR BOILER EVERY YEAR. It doesn’t state in the contract they will do this UPON REQUEST. From their records my boiler has been serviced 3 times in the last 7 years.
This company is dodgy if anyone has any issues these are the directors details (found in the public domain of companies house and the FCA website. (Google helps ;) )
Peter Richard Randall or
Graham Geoffrey Weir
Phone
4401285703940
Email
*graham*.weir*@*hasslefreeboilers*.*com*
Remove the * stars.
I would also recommend checking them out on the companies house website (they are now classed as the KOZE GROUP http*s://find-and-update.company-information.service.gov*.uk/company/08357963/officers) (remove stars *) and the FCA website,
(Reference number: 811281) as I’m not entirely sure they are regulated to conduct this type of business anymore (but feel free to check yourself) https*://register.fca.org*.uk/s/firm?id=0010X00004AWFzcQAH#what-can-this-firm-do-restrictions. (Remove stars *)
Don’t accept anything that is not written into your initial signed contract without PROOF!
I hope you don’t have the misfortune of ever having to deal with this company, but please heed my advice and learn from the lessons I have learnt. Also always contact via email so you have a record of what is communicated between both parties. LET US SEE IF THEY REPLY TO THIS VERIFIED REVIEW ;)”
“I do not know where to start. F2 code showed up on boiler meaning no hot water. Contacted HFB who booked an engineer for a Saturday, all day appointment. No one had showed up by 2pm so i contacted HFB who stated that someone would still attend. No one showed and had no communication. Emailed and re-booked for the Tuesday the following week at a loss of income (£180) to myself. This would not have been the case had the engineer showed up on the Saturday. I was then told there would be a wait on parts on day 7 with no hot water. Booked an appointment (20 days after initial contact) as told the parts had been supplied, only to be told by the engineer the night before that a new boiler would be fitted (What happened to the parts that HFB had stated had now turned up). Boiler now fitted and HFB are now stating that my loss of earnings would not be covered. They are offering £40 for the missed appointment. They do not understand that this missed appointment meant i had to have a day off of work midweek. Honestly..Never ever would i recommend this company to anyone. Incompetent liars who are now trying to make a fool out of me with pathetic gestures for compensation.”
“Never had any problems with hassle free boilers. But when I wanted to release equity from my house I found out hassle free boilers put a charge against my house even though I pay them by direct debit every month and never miss a payment.”
“Do not use this company
Awful company to deal with. They left us without adequate heating for over a year. They then promised to pay for replacement flooring after works completed. Destroyed our flooring, and left our home in an awful mess. They have caused us so much stress and anxiety. Then, after promising multiple times to fund the replacement flooring they are suddenly now refusing. Obviously we will persue this further but my advise would be please find an alternative company.”
“Do not touch this company with a barge pole. My oil boiler was installed in 2019. I have still not received the installation paperwork despite me asking for it on a regular basis. I have had 2 services and they have not supplied me with any paper work. I am no at the end of my tether, and if they do not supply this to me within the month, I have no alternative but to withhold my monthly payment to them until this is done. They are failing to provide me the service that I am paying for.”
“A customer can forgive a mistake, a customer can look past a failure - what 99% of customers will not forget is how you treated them and made them feel.
I am reminded of this today dealing with Hassle Free Boilers Ltd... or which ever name they choose to rebrand to this week.
14 months I have had a broken boiler - 14 months and the issue that is causing it - is the very issue I told them it was on day one ( A very well known issue, well documented and even confirmed by every engineer they send to be the cause). 14 months of engineers on almost a weekly basis replacing everything BUT the part causing the issue. 14 months of my house being invaded and taken over, carpets and flooring being ripped up so many times that they now need to be replaced. 14 Months of being told "we will respond to your complaint within 5 working days" - only for no reply to be forthcoming.
Today they asked me to resubmit my complaint - despite me sending this probably 4 times already - and the very email being in the email chain they are responding to. This all while the company directors are copied into the emails.... This isn't a rouge staff member - this is from the top down.
I have worked in roles that require complaints handling and customer service for most of my working life from pubs to complaints departments - and I have never seen such poor customer focus from even the worst companies in that time.”
“TERRIBLE and POOR customer service
I had a new boiler installed by HFB a few years ago and I pay for a monthly payment to cover the boiler, radiators and pipes (full package to be safe).
Never had any issues and alwasy called up for my yearly service.
Always managed to speak to a human, get it booked in and sorted smoothly.
For the first time I have a major issue, Thursday 24th I discovered my gas had been shut off due to a possible gas leak between my gas metre and my boiler.
This was then fully shut & sealed off once this was confirmed by an emergency engineer as I had to call one out as HFB are no longer contactable and hadn't responded to my request.
You have to pop then an email and wait fo response.
FRUSTRATING TO SAY THE LEAST IN AN EMERGENCY.
They then said they will get someone on to it and it will be logged as an emergency.
I get a call from their located engineer on Friday afternoon saying I can attend Tuesday 29th.
YES THAT RIGHT 6 DAYS LATER.
6 days with no heating or hot water.
Its now Monday and the engineer has called me to inform me he will be attending tomorrow afternoon to have a look but not to stress about being there as he doesn't need to attend inside my apartment as he sonly coming to look at the meter location and to assess the pipework. But he thinks that as the pipework required will need to be commercial due to the distance from the metre to the boiler he won't be able to complete it as he isn't. commercial engineer.
WHY AM I BEING SENT SOMEONE WHO IS ALEADY TELLING ME HE DOESN'T NEED ACCESS AND CANT FIX IT ON DAY 6 OF HAVING NO HOT WATER OR HEATING?
He has also suggested that I may need to call Cadent and request to get he parent dug up and the meter moved closer to my site but I could be looking at 7 days to get them to do that.
If this is the requirement then what are you leaving it so long to inform your paying customers about this?
Your service is terrible, slow, un sympathetic and impersonal, to to mention leaving me without heating or hot water for more that 48-have 72 hours is against my human rights.
DO NOT EVER USE THIS COMPANY and don't be fooled but he reviews they chose to publish on their own website (that you can't even add to).
Very fake company.
Ill update on where it goes from here with another review.”
“If I could give zero I would, keep away from this company, they do a good sales talk which we were drawn into. They installed our boiler wrong which eventually got sorted but the door does still not close properly. Had to wait over 2 years to get our boiler serviced we finally got it serviced a couple of months ago after loads of calls and emails which no one gets back to you. We were looking to sell our house and no one told us that they put a restriction on our house with the land registration so could not sell house till the full amount was paid off, this caused major delays in the sale process. You can only pay the cancellation sum off annually even though you have paid a lot of payments during the year, this amount is not included in the final payments, a real con.”
“Couldn't give zero. Do not use this company. They installed a boiler incorrectly in my house and taken 3 years to rectify. The boiler was wired incorrectly. Switch line was linked out and the heating was permanently on. Stay well clear. Now trying to get me to pay a cancellation fee even though they provided by nothing within contract. No breakdown cover, no 365 day maintenance, no working boiler, no working heating... STAY AWAY.”
“Couldn't give zero. Do not use this company. They installed a boiler incorrectly in my house and taken 3 years to rectify. The boiler was wired incorrectly. Switch line was linked out and the heating was permanently on. Stay well clear. Now trying to get me to pay a cancellation fee even though they provided by nothing within contract. No breakdown cover, no 365 day maintenance, no working boiler, no working heating... STAY AWAY.”
“Unfortunately can't give zero. DO NOT use this company. They installed a boiler incorrectly in my house and taken 3 years to rectify. The boiler was wired incorrectly. Switch line was linked out and the heating was permanently on. Stay well clear. Now trying to get me to pay a cancellation fee even though they provided by nothing within contract. No breakdown cover, no 365 day maintenance, no working boiler, no working heating... STAY AWAY”
“Into our third year - never had a service - and now left without a functioning boiler for 6 weeks - and another team arrived today to repair only ONE of the two things needed to get it functioning. Complete waste of time - the only option I now have to get them to take this seriously is to report it to the FCA as a breach of contract. 6 weeks without functioning hot water and heating - Hassle-Free? Hassle Guaranteed more like.
Before proceeding with this company - be aware they are now trying to remove negative reviews by claiming they are not a true experience as they have just done to mine on Trustpilot. They have also removed all reviews from Facebook, even removing the review feature altogether to hide the truth. They even kept calling me about my reviews yesterday when explicitly told to put everything in writing - almost bully boy tactics.
3 months later - boiler has broken again - guess what! Same old crappy service.
Once again left without a fully working boiler for over 3 weeks - have to constantly chase them - and all you ever get is "sorry we will get back to you" - fed up with it. They are in clear breach of contract and the only way to deal with that is through the courts. Avoid this company if you a. want a working boiler and b. like your sanity.”
“Into our third year - never had a service - and now left without a functioning boiler for 6 weeks - and another team arrived today to repair only ONE of the two things needed to get it functioning. Complete waste of time - the only option I now have to get them to take this seriously is to report it to the FCA as a breach of contract. 6 weeks without functioning hot water and heating - Hassle-Free? Hassle Guaranteed more like.
Before proceeding with this company - be aware they are now trying to remove negative reviews by claiming they are not a true experience as they have just done to mine on Trustpilot. They have also removed all reviews from Facebook, even removing the review feature altogether to hide the truth. They even kept calling me about my reviews yesterday when explicitly told to put everything in writing - almost bully boy tactics.”
“Can't get hold of anyone to setup new direct debit due to change of bank account. I have been trying doe months and lsdr voicemail messages but instead I received emails threatening to take me to court for payment. I'm trying to call back to make this payment still have no luck in getting through.”
“I had to sell our house 7 years into the contract and knew I would have to pay a settlement fee to settle early from the 12 year contract but what they didn’t tell me is they had added a £600 cancellation fee to the £2000 I already had to pay to buy out without telling me ! Rob dogs don’t touch them they are just interested in making as much money out of you as possible !!!!I was unfairly forced to pay it seems they can just change your contract and add extra fees on to what you should be paying without any comeback ?”
“Did not complete the job. Sent them numerous emails over the last 6 months to finish the job properly as there were a few errors, they came 3 times and still couldn’t finish the job and now I have given up on them and got someone else to finish the job so avoid this company”
“Should be "nothing but hassle boilers customer service is non existence, please find another company..they sent contactor to service boiler and he blew up main board and blamed me saying I turned off power,no hot water no heating and its been minus 6,I'm disabled with parkinson's not that they were bothered, in all time had boiler its never worked properly, all as you get out of them is your in contract with us,....so please look elsewhere”
