Hassle Free Boilers have provided great services up until recently but regardless of the Covid-19 situation, at least have the decency to tell us that no one is available instead cowering behind the phone lines. We've had no hot water and the central heating hasn't been working since Friday (5 days as of now). Someone did pick up the phone and told us that an engineer would be available but that was a few days ago. We tried to use the online chat service and an engineer said that they were "no longer with Hassle Free Boilers"? I read one of the reviews that some engineers have not been paid...again, at least tell us the truth so we can find alternatives rather than make us hold onto false hope. I assumed that this has been a problem since the beginning of the second lockdown but it's been going on longer than that from what I can see in the reviews! Like I said, don't even bother. We've been using our kettle to boil our water and have been taking buckets of boiling water up to our bathroom. It's an absolute catastrophe.

I had my boiler fitted in early September 2020. I had a working boiler but it was 18 years old and I wanted a more efficient boiler. Anna in Sales was spot on and after choosing a Viesmann boiler, the installation was carried out as promised. The engineer arrived on time with a mobile phone in his hand and never stopped talking on it throughout the install (which he carried out on his own) even whilst soldering. The job was complete by 15.30. From that day, I can't get hot water to my kitchen sink unless I run a full sink of hot water and I have to run it at high pressure. If I run it slowly, which you would normally do with a combi boiler, and which I did with my previous boiler, no hot water comes out at all. I highlighted this after the engineer left. The engineer returned and said there was nothing wrong with it and I should get a new tap! After many emails, telephone calls and a request for the Manager to ring me I am no further forward. I paid the full £1,600 on the day of the install so they have been paid in full. There are other complaints but I will leave it here for now. Customer service is non existent once you get past the installation if you have any issues. This company leaves you frustrated, much poorer and dissatisfied. Needless to say I would not recommend them.

Service when quoting and during installation was very good. Once the boiler was installed however, there has been a shocking decline in service. We have to chase HFB every year now for the annual service, where initially we were contacted to make the arrangements. Now there is a heat generator problem, just as the cold weather is coming. I have repeatedly tried to speak directly with somebody at HFB but without success, all I get is 'record your message but nobody ever calls me back. I would not recommend HFB to anyone at this current time and unless there is a dramatic change in customer service, I am seriously considering changing to another company who take customer care seriously through the whole process from quote, installation and post order.

Currently sat on hold for 30 min after receiving 2 quotes, both wrong and calls not be picked up, you used to be better than this!!!!!

We have had a hassle free boiler for several years now and although I have always had to chase them to arrange the annual service I have always managed to get through and it has been booked in and carried out without problem. BUT now we have an actual problem with the boiler and need an engineer we are experiencing what so many others are also namely we have been trying to contact them since Thursday and despite telephoning, leaving messages, speaking to actual people and emailing we are yet to receive a call back from an engineer and have no date for the repair. We have paid our direct debit monthly since starting the agreement but now we need the company to step up and honour what we are paying for we are realising their customer service skills are severely lacking. We will have to continue to contact them by phone as I will not be paying for another engineer to visit and sort the problem only to be told we have broken the terms of the agreement. Come on hassle free boilers-your sales team were great but the after sales is where you will be losing custom due to receiving reviews like this.

I would give no stars if it was possible. Cowboys installed. I was lied to about monthly payments and early settlement cost and I am paying to have my boiler serviced, when every single service appointment they have made has not been kept. My boiler has not been service for two years.It has been canceled or they just did not show. Disgusting! No after sales, just lies. Seeking legal action now. Beware this outfit.

Amazing company, Tyrone sorted out our hiccups, boiler service on same day. We will definately use them again.

I have been really let down as my credit score has been ruined by this company. I went onto a plan with no upfront cost and pay monthly (little did i know what i was getting into!). Having checked my credit file earlier this year, it shows a balance/debt of over £2700? Even though I have been paying +£40 per month for 41 months, total of over £1700. My direct debit was returned back in August, I contacted them in August to make them aware, and Jacob advised that they were changing their banking system and it is nothing for me to worry about. Checked my credit file in October to find that I have a late payment recorded for August which has brought my credit score down by 50 POINTS, AND, the outstanding balance on my credit file has now increased to over £5200!? I have called around 10 times to attempt to get to a resolution without having to go on here and make it public. 4 of my phone calls have been answered by agents Jacob and Tyrone who all admit that this is an issue which is not my fault as my account is not in arrears and there are NO late payments and are unable to say why I have £5200 of debt on my credit file? I have been told on 4 separate occasions that the finance manager Graham is going to contact me and needless to say I have had zero contact after multiple chaser emails were sent from the agents. The sad thing is that the set up of the boiler was great, just over 3 and a half years ago. Services for the first two years no probs, cant get in touch with them now, phone lines constantly saying that you are 2nd in the Q, this has been fudged as in Q messaging is a doddle to set up with static messages. I have Q'd for over 2 hours this week alone with no answered call. A full subject access request will be submitted now. UPDATE 8/12/20 The response I received on email from HFB from my queries above: “Thank you for calling us, please see below detail of the mark on your credit report. We are obliged to send monthly reports to Experian. The last one was sent 7th November which showed correctly 1 month outstanding. The next report will be sent by 10th December which if you have no arrears will report as nothing outstanding.” This is very different from your reply below HFB and the phone calls? No one has told me my account is in arrears? I was told on numerous occasions this is not my fault from HFB. You have not responded to the £5000 of outstanding credit on my credit file? You are not working with Experian to rectify anything and you do not have the decency to call me and discuss this collaboratively to get to a resolution? And I cannot get through on the phone? Please call me.

Lets start with the positives... Anna in sales was fantastic, she responded to emails and calls when she said she would and ensured the process of getting my new boiler was effortless. The contractor that hassle free boilers used was great, the installation team were on-time and very efficient. We tried to install a larger boiler than before but he explained that my gas pipes would support it and immediately arranged for the boiler to be swapped out. Sales + Installation Team A* Where did it all go wrong.... on my order i was told that i would need a flue extension kit, which i knew i wouldn't as the distance away from the window was greater than 30cm which was confirmed by the installer. I was told i would get a refund within 10 days (Boiler Installed on 15th October) Still no refund 10/11. On the 20th October i sent an email asking when i could expect my refund and once again told 10 days. After the 10th day i followed up my original email query and didn't here anything back for 5 days until contacting Anna again who managed to get someone to respond. I have today now received another email advising I've been added to a compensation tracker which will be processed in 28 days. I don't want compensation i just want the money back I've paid for something i didn't need. It takes my business 3-5 days to process a refund and in certain circumstances we process via BACS using faster payment which is usually same day. Not sure why hassle free are any different..... Very disappointed and hold no hope of the refund arriving in 28 days! Unable to get through on the telephone (Always seems to be in position 2 in the queue) and take ages to respond via email - happy to give some flex with COVID but just be honest with customers. Look forward to hearing back! ********************** Update 18/11: Refund has now been sorted and received today.

Hassle free .... I think not I have been messaging and calling them since 29th sept ! Never able to get anyone at the other end of the phone - and all my messages via FB messenger have been. Ignored !!! My boiler has now not been serviced for two years and I am paying for it to be serviced yearly. I’m a vulnerable customer who has MS so god help anyone who has a breakdown. Of their boiler and needs urgent help!!! I’m in the process of finding out if I can cancel my direct debit payments in view that they are in breach of contract !!!! STEER CLEER UPDATE !!!!! 29/12/20 - I have rang and messaged to inform them I need to change my direct debit guess what NOTHING - oh and I’m waiting on them contacting me for a service by first week in January let’s see if that happens !!!

I wish I can leave 0 🌟! Reported boiler failure more than 2 weeks ago,been chasing engineers constantly. Booked appointment and they didn't turned up or even called us. Everytime you ring or email company you hear same thing "we can't get through your engineers, but leave it to me,we'll contact you ASAP. "Like ,how many weeks it'll take you to contact your engineers?why you're taking our direct debts promptly, but not offering us service you promised on time?🤷‍♀️ thinking of taking this further 🤔

Should be hassle free experience as per their name but its anything but. I am always chasing them for the annual service. I never got a service 4 years ago as they kept cancelling. I never got a service last year and not had one this year so far and not expecting to get one even thoughit is part of the contract to have a yearly service which I am paying for. I email but they are ignored. Should be hassle boilers.

Last review I wrote 9th October 2020. And still Hassle Boilers have not telephoned me. I need assistance. I am a Senior Citizen and also deaf and this unhelpful company are happy to take one’s money but offer NO after service at all. Dec 2017 - The installation was a botch job. The guy who installed it was supposed to take two days. But he decided he could do it in one and worked 12 hours without a break. As he was leaving I noticed one of the radiators was not working. His solution “ bang it”. He did this and would have left me with a broken valve - that he caused by “banging it” (a friend here heard him banging it) and a radiator not working in December. He said, “You have a contract now you can phone them tomorrow”. Great service - having to call them out the day after it was installed. My towel warmer in one bathroom has never worked since they installed the boiler. Avoid this company like the plague. And now they will blame the new lockdown and leave this senior citizen in the cold for Christmas. No customer service AT all.

Great service! Best price for a new boiler. Anna in sales was brilliant and Andy the engineer did a great job left everything clean and tidy. Will definately recommend Hassle Free boilers to friends and family!

Hassle free is not hassle free at all. They are atrocious at getting back to you. I called them today to reschedule an appointment to sort out a heating problem, re timer, and service my boiler. They have told me that they will get back to me, but it may not be until Friday! Really! I was recommended them by a family member. I would not recommend them to anyone. Plus at the beginning, they cancelled a few times before they came to install my new boiler!

Absolutely appalling service. New oil boiler was suppose to be fitted on 2nd October. Engineer arrived promptly but unfortunately wasnt able to complete the job as incorrect parts had been ordered, he called to chase several times but replacements never arrived!!and we were left with no water or heating overnight. After many chasing phone calls the parts were delivered the next day and he did come back BUT there were still a couple of things unfinished due to not having the parts. Brand new boiler and the front panel/door fell off the same day and wont go back on as it is damaged!!!! I called and spoke to the customer service and they said the engineer will come back but they cant sort the door under warranty until the job is finished and they have paperwork. Now into week 4 still not finished, front panel still broken and an exposed inside of the boiler showing. Constant phone calls to chase and still no resolution and a paltry offer of £30 compensation, definately not hasselfree. Calling everyday and a nightmare to get through, this needs sorting or further action will have to be taken

Update 23rd November. Still no hot water from boiler, the ancillary electrics have been left in a potentially dangerous way since installation in July 2018. Live wires. Truly couldn’t make it up. We have a boiler from Hassle Free for which we pay over £41 per month. We have had such poor response from this company after a problem getting hot water on Friday 23rd October 2020. We have no hot water. We rang and eventually got through to the company. An engineer called back after two more phone calls from us but could not come for 5 days. Rang Hassle free boilers yet again and they said we should get someone locally to do it and they would reimburse us, we did not accept this as we may never get our money. So agreed another company would ring us, ERG plumbing and would come out before 7.30 pm. today. They rang an hour before 7.30 pm and said they were booked up for the weekend so could not come until Monday. Rang hassle free boilers yet again and the woman told us their on call engineer only attends to emergency calls, such as gas leaks. We are still waiting. Be aware it’s certainly not hassle free.

Couldn’t haven’t asked for better service will definitely recommend to my family and friends

Great service from start to finish. From customer service to install. Very competitively priced and professional service. Would highly recommend.

really happy with the work, engineers got there in time and were finished in one day after being let down by another company, definately recommend! :) thanks again