Report a review for Local Boiler Expert, Fast & Reliable
Review to be reported: Absolute rip off!
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Name of business: Local Boiler Expert, Fast & Reliable

Yell.com page on which the listing is the subject of your complaint: https://www.yell.com/biz/local-boiler-expert-fast-and-reliable-birmingham-901606789

Review that you believe is false or otherwise defamatory: This company is an absolute rip off. The lady I spoke to over the phone firstly didn't make it clear that the £129 per hour didn't include VAT or parts. I'm waiting for customer services to send me a recording of our phone call at the moment. The guy that came fixed the problem we called him out for but left with another problem. We had no hot water working around the house so the diaphragm on the boiler was replaced which fixed it, however whenever hot water is needed the heating would come on too. He then said the boiler seems to be too old to repair. Why couldn't he decide that before he started the work as now I've been set back £400 with a boiler that's still playing up. To top it off he knocked over our baby safety gate at the bottom of the stairs! Won't be using these guys again for sure.

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Negative reviews

A negative review is not something that can be reported, but it can be managed. Please see below our guidance and advice when it comes to negative reviews.

Turning a negative review into positive

Don't panic if you receive a negative review about your business. It's not necessarily a bad thing, when handled in the right way.

Negative reviews:
  • Give you the chance to publicly showcase your customer service skills; showing potential customers that you take feedback seriously and aim to resolve mistakes that have been made. Naturally things go wrong but what a great opportunity to show that you care enough to resolve the issue
  • Are not always relevant to prospective customers; a 1 star review left for a restaurant which details that the staff aren't child friendly is unlikely to impact a couple who are looking for a quiet venue for their anniversary meal
  • Show transparency and authenticity; would you trust a business that only shows 5 star ratings? A mix of reviews are much more genuine and believable to any future customers

Click here for examples of responding to negative reviews

Managing negative reviews

The most powerful way to take control of your online reputation is to respond to all reviews as the official business owner. Take the opportunity to read through the below advice before you reply.

Tailor your response around feedback given:
  • 1

    Where a mistake has taken place

    Resolve the issue by offering solutions publicly
  • 2

    When you have a disagreement on event

    We recommend that you take the discussion offline. If you know who the customer is and you have their contact details, take the initiative of calling or emailing them directly in order to resolve their issues. If you don't have the customer's details, then ask the user to contact you directly so that the conversation is not visible for all to see

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Examples of responding to negative reviews

Poor service
2
Needed to change to a combi boiler and fit new radiators, Originally very good and work completed in time but had a leak straight after that damaged ceiling,leak was fixed promptly but nothing done about the water damage, then another leak caused loss of water pressure and more ceiling damage, called J Wilson but they were on holiday, so had to get another heating engineer in at cost to myself, leak was fixed and extra pipe work removed that should have been taken out originally, was advised by engineer that excess legs of pipes cause stagnate water which can cause legionaries disease so should of been cut right back but this was left half way across the length of the loft, I have been waiting since the 8th of May to have radiators bled after all the leaks and to sort out ceiling damage with promises of getting in touch soon but never heard back and feel like it’s pointless contacting them again as I’ve called, texted and emailed but no one does anything about it
02 Sep 2017
We do accept we were at fault on this matter, due to previous staff that no longer work for us. It is now only John and another long term employee who will be on the installs. We have since been in touch with Mr Taylor and reimbursed him the call out charge he occurred whilst we were on holiday when we were unable to attend and offered his next annual service free of charge.
02 Sep 2017
We do accept we were at fault on this matter, due to previous staff that no longer work for us. It is now only John and another long term employee who will be on the installs. We have since been in touch with Mr Taylor and reimbursed him the call out charge he occurred whilst we were on holiday when we were unable to attend and offered his next annual service free of charge.
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This company is a joke to say the least
1
Don’t even bother ordering from this online store, as you will be wasting your time, energy and money, as they do not deliver on both the products and customer service.

I’ve ordered a Stihl Backpack blower, on the Wednesday 11 Jan (expecting my item to be shipped out the following day), only having to call up numerous times on the Friday (When I was supposed to have received my items, since they claim they do next day delivery), and be told that they didn’t only have the stock in the first place, but also were too complacent to have let me know in the first place.
30 Jan 2017
Thank you for your review – we are very sorry for the way this potential sale has gone. We are determined it will not happen like this again and want to turn what seems to be a negative into a positive by learning from our mistakes. We strive to keep our customers happy at all times with sales, service and hire. Kind regards Ross Harwood: Marketing Manager
30 Jan 2017
Thank you for your review – we are very sorry for the way this potential sale has gone. We are determined it will not happen like this again and want to turn what seems to be a negative into a positive by learning from our mistakes. We strive to keep our customers happy at all times with sales, service and hire. Kind regards Ross Harwood: Marketing Manager
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69% of consumers who raise issues are more likely to return to the business if the issues are resolved quickly and efficiently*

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