Totalboilers Reviews 9

Previously happy with annual boiler services but very different experience when a radiator wasn’t heating. When engineer left, problem radiator was working but later that evening, I noticed that two others were not heating. Just before the engineer’s second visit, I sorted the problem. I don’t believe that the engineer was at my property for more than an hour for the first visit but was charged £156. I tried to call to cancel the second visit but it was the first call of the day and the office wasn’t yet open. I was charged £78. I requested an adjustment to the charges but to no avail. Call have not been returned and my subsequent emails have not been answered. Very poor customer service and I wouldn’t recommend that particular engineer. I won’t be using Total Boilers again and will no longer recommend to friends and family. By a slight adjustment to the charges and one email or phone call to me, this could have been avoided.

Make sure you get a written quote from Total Boilers Ltd before agreeing to any work. We were verbally quoted £60 per hour, but later invoiced at £144 per hour for labour (no parts). Despite asking about costs at booking, there was no mention of VAT (semi-expected) or travel charges, or of travel being billed at the same rate as labour, with both rounded up to the hour and combined as one cost.

Astonishingly, we were charged an extra £144 for a second engineer who arrived unexpectedly in the same van as our engineer. He wasn’t needed, and was simply accompanying the main engineer between other bigger jobs.

For 50 minutes on-site (including chat time), we were billed £288, incorrectly for four hours of work. Our CCTV clearly shows two engineers arriving and leaving together after 50 minutes. The invoice falsely describes the second engineer as a separate “call-out” due to a blockage — there was no blockage, and no separate second call-out.

The invoice included:
* 2 hours (£60 + VAT = £144) for the unnecessary second engineer
* 2 hours (£60 + VAT = £144) for the engineer who actually handled - and only completed half of - the job. Although we were charged for 20 minutes of discussion about an additional job, we never received the quote for that work.

Despite one phone call and four emails challenging the invoice, only threats of added interest to the bill were received, and no corrections were made until we pushed further with each passing week.(There appears to be a pattern here, reading other reviews). Six weeks on, we have not received the quote which was one of two things we originally called up for. We have paid for the rounded- up hour’s work and travel plus VAT for the one engineer who did the work, but no more. We refuse to pay for the second engineer who was not requested nor needed for our tiny 10-15 minute tweak of a thermostat etc. Office staff tried to justify their irrational and non-transparent pricing, with one constantly talking over my brother and I.

The director bemoaned the loss made on this job, but that was due to sending out two engineers for a very simple one-person job. Looking at the exceptional time it took his engineers to drive 19 miles (75 minutes - usually 30-40 minutes) might also need looking at - alongside the capability of staff to pass on (or follow) simple, clear instructions for finding a residence. However, having a transparent pricing policy - and staff sufficiently competent to explain it in full to customers - would save wasted money and time all round.

Recommendation: Read the reviews here and decide if you do not want to risk being billed (like us) for superfluous staff being sent out (without your knowledge or consent), for time NOT worked, and for inflated travel time.

Sadly we were recommended this company by my father’s excellent, retiring heating engineer of 12 years, who ran his business fairly and transparently. Optimistically, we had hoped for similar from Total Boilers.

In all our dealings with Total Boilers they have been nothing but efficient, tidy and polite.
We were told at our last service there was a part that might break on our 20 plus year boiler and they were absolutely right it did. New boiler fitted in no time at all and so pleased we have a service contract because knowing we had no heating or hot water they managed to call in later that same day to see if the boiler could be saved. It couldn’t.

My experience of Total Boilers Wrexham is excellent. They simplified what I imagined was going to be a nightmare replacement of a 30 year old oil Worcester boiler for new. Customer service from Ellie and Hannah was one of understanding and caring, to Kevin the engineer, removed replaced boiler same day, organised took time to show me the workings and useful advice once fitted, found the whole process to be professional start to instillation.

Boiler engineer arrived this year on time and all good. However, I've had a couple of years experience of no communication... no follow up to requests on the phone & no reply to emails. I had queries re this year's (high) invoice & my guarantee, but could I get a response... Nope! Just Statement after Statement demanding payment. I've reached the stage of 'enough is enough' and have cancelled my annual boiler service plan.

Total boilers came to service our boiler. The engineer opened the cupboard door, said “Is this the original boiler? We don’t touch these” and walked out.
We got a bill for £66!!!!!

We then sent 2 emails asking for an explanation. We got no reply!!
On questioning we were told “that isn’t a real email address”

What the absolute??

TheTotal Boilers engineer failed to turn up on 2 separate occasions, when we informed the office they were at a lost as to why he was a 'No show' we reduced our invoice by the amount they charge for a call out as someone had had to stay in all day waiting for them but were threatened with debit collectors intervention so we paid. Non existent customer service.

Where do I start with this firm. Boiler fitted 2017 and never run right. After a few visits the head engineer come to the conclusion it was wired up wrong! Sorted that out then it broke down again. Had a service new parts totaling £1000 and after months of engineers calling to look at it it's still not working. It's cost a fortune for nothing! It's now getting cold and we're know where nearer getting it sorted. The engineers are clueless and customer service rude. I'm stressed out and fed up to the back teeth with dealing with them. They had my money so don't care. I'm now looking into taking legal action. A fortune out of pocket and no heating! Thank you for nothing! I hope you can all sleep at night!!

Total Boilers did an installation of a new oil boiler for me which all went well. I invited them to provide a quotation to improve the system at a later date, about a year down the line. An engineer came out, assessed the system made some suggestions and two quotations were generated, none were accepted. Some months passed and a statement of an overdue amount appeared in the post (no original invoice was received), which was queried immediately. The company accounts department and it's director (Mr Chris Jones) maintain money is due for work done. I maintain I invited them to quote, and in line with their (confirmed) practices, quotations are not charged for, which was the case for the first £3.5k transaction we did together. I have given Mr Jones several opportunities to address this matter, instead he persists with "overdue" statements.