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We chose JMR because of the online reviews and started the project confident we had
made the right decision. Unfortunately, our experience was very different.
We hired JMR to install a complete heating system throughout our home, but the project
was disappointing from start to finish. For a project of this size, we expected
experienced tradespeople, clear communication, and effective project management.
Instead, much of the work appeared to be carried out by relatively inexperienced staff,
with limited supervision.
Communication was the biggest issue. Decisions that affected the finished installation
were made without consultation, and we repeatedly had to ask for work to be undone
and corrected because it had been completed contrary to what was agreed. Many of the
issues we experienced we feel could have been avoided with a simple conversation
beforehand.
Although the owner attended initially to discuss the project to obtain our business, the
work was then left almost entirely to the installation team, and there appeared to be
very little oversight. At times, it genuinely felt as though we were managing the project
ourselves.
Problems can occur on any large installation, but what matters is how they are handled.
In our case, resolving issues took weeks, communication was poor, and at times our
heating system effectively felt unusable due to the noise it was making. We ultimately
paid another heating engineer to correct some of the installation issues because we
had lost confidence and did not want JMR returning to carry out further work.
Another disappointing aspect was the payment process. While we were abroad on
holiday before the work began, we were contacted and asked to make a 50% payment
before commencement of the work. We appreciate that requesting a deposit is
common practice; however, this requirement was neither included in the quotation nor
communicated to us beforehand. Had we been informed in advance, we would have
arranged payment before leaving, as being abroad made transferring a large sum from
our bank considerably more difficult. We were then asked to make a second payment
partway through the installation, again without any prior notice. Finally, less than 24
hours after the work was completed, we received both calls and messages from the
owner requesting payment of the final invoice, despite the invoice clearly stating that
payment was due within 14 days. We settled the invoice well within those terms, making
the repeated requests for payment feel unnecessary and inconsistent with the
company's own payment conditions.
Based on our experience, we would not recommend JMR. A project of this scale
requires experienced supervision, attention to detail, and proactive communication.
Unfortunately, we felt all three were lacking, turning what should have been an exciting
home improvement into a stressful and disappointing experience.
Reply from JMR Heating Services LTD
Thank you for taking the time to write a review.
We appreciate your frustration; however, our director would have been happy to meet with you to discuss the issues in the year that has passed since the work was carried out. He did attend 3 times during the project and we arranged for the boiler manufacturer to attend.
We note that you mention you found us through our Google reviews, however, we believe we were recommended by your plasterer to quote for the works.
It is difficult for us to comment on the materials used on the project, as they were provided by yourselves and we purely fitted what you provided.
Our staff are all fully trained with appropriate qualifications.
With regard to communication, we are sorry you feel this was lacking. We have an office based locally where all information is communicated and all calls are taken and dealt with in the appropriate manner. We always attended your property when required or requested to try and rectify any issues that arose.
We agree that we did ask for a deposit payment while you were away, although we were unaware that you were on holiday at the time of sending the invoice, however, we did advise that it was not a problem for payment to be made when you returned. No pressure was made for the payment to be made while you were on holiday.
With regard to the noisy radiator, we attended numerous times, at no additional cost, and attempted to fix the issue, providing materials at our cost, however, it came down to the problem being the material the radiator was made from.
We hope this clarifies matters from our perspective and thank you for your feedback.
