Xpert Energy Installations Ltd

For context, I am not one to leave negative reviews - preferring to give praise where it's due - and always give a business an opportunity to respond and discuss a solution offline before resorting to publishing anything online. You can click my profile to see my other reviews where I've updated ratings based on a fair response from the business.I've called on Xpert Energy a few times to repair a recurring issue with the Genvex Combi unit I have installed in my property involving the waste water hose getting blocked and flooding the machine - rendering it non-operational during the coldest months of the year.The same issue has now reoccured a third time in three years, despite paying expensive repair invoices every time an engineer visits. To date it's cost me well over £1,000, and the same issue has just reoccured AGAIN.Every time I provide feedback that the company has not successfully solved the issue, I am just told that I'll need to pay the minimum £250 call-out charge for an engineer to visit again.There's no compassion or responsibility has been taken by the team, or the company directors, to get this issue solved.The booking manager is dismissive and rude, and has flat out refused to escalate my case to management, despite explaining that the young family that reside in the property have been without heating or hot water for two weeks.They take a 'computer says no' approach to customer service, without assessing the merits of an individual case.As mentioned at the top, I've written to give Xpert Energy the opportunity to discuss the matter with me before resorting to leaving a negative review, but they ignored that too.I'd think very carefully about engaging this company. Sure, they might fix your problem, but.. if things don't go to plan, I can guarantee that they will shirk away from any responsibility and have no interest in putting your concerns or needs before their own revenue generation.Finally, a few facts to confirm:* I don't claim that Xpert Energy installed the unit, or that I'd asked them to service the unit.* Nor do I imply that there was any kind of contract between us. My repairs have been on an ad-hoc basis, and they accepted the business gladly.* Xpert Energy, in response to my review on Google, speak as though, as an ad-hoc client, good customer service and responsibility for repairs isn’t part of their offer. If they don’t respect ad-hoc clients, I’d suggest they have a think as to whether they should be offering that service.* We spoke to Xpert about the drainage issue previously, and in January 24 I was assured that this would be fixed, having already paid twice, in full, for the same repair.* I said above that the tone of their emails were dismissive, offering no further help or suggestions. The fact that there was no follow-up or response to my email clearly justifies my perception.* I appreciate directors may not have been available when I raised my complaint, but I purposefully gave them 7 days to return and respond to me (or at least signal that they'd respond) - but they chose to completely ignore me.

John did an annual service on Thursday 23rd March and was very good, courteous and thorough.

John attended to the unit at the specified time, carried out the work to a high standard and was polite, courteous and gave a detailed explanation of how to use the unit.

John was absolutely lovely and a pleasure to have in my home. He came for a yearly ventilation check and carried it out with the height of professionalism, and is quite clearly an expert in his field. I’d also like to note that he thoroughly cleaned up after himself too. I’d recommend Xpert Energy, and particularly John, to anyone. Thanks, John, I look forward to seeing you next year! Kellie aka Mickey Mouse (that’s a private joke just FYI)

we had John in for check up as we where not getting air in at our ventilation system , John was fab he find out the fault was wrongly connected duct , he reconnected in a correct way and the air flow was up and working .John also checked and made sure all duct are in good condition even hoovered up after job was done what a service , looking forward to seeing him again in the future all the best

Had my annual check-up today, they sent along a lovely young chap called Joseph. He could not have been more pleasant and helpful - moved stuff out of the way so he could gain access and, more importantly, put it back! Clean and tidy worker and thorough - he even taught me a trick to get the best out of my system - and I’ve lived here for over 10 years! Such a nice guy.

Unfortunately this company is not to be trusted. We were paying them monthly as part of a service contract where they would annually service the NIBE heating system. On one of these visits, the missus who was alone at the time, was told that the expansion vessel needed changing as it was 'failing'. We then booked in an appointment to replace it at cost of circa £250 inc. callout. On speaking with a friend who is a heating engineer, we were told that you cannot tell that an expansion tank is failing, either it has - or it hasn't. It has a bladder within it that can, over time, lose pressure like a car tyre, and this can be pumped up using in fact, a car pump. When I mentioned this to Xpert Energy, they said they would send an engineer with an electric car pump and try this in the first instance. Lo and behold, it was pumped up with an actual car pump (so easy you could do it yourself - just make sure you open your taps) and it held the pressure. It took all of five minutes. When I asked them why they didn't have a pump during the maintenance check, we were told this was because not all engineers carry them! Wow. Can you imagine that. Had I not have been informed, and had I not had questioned them, I would have forked out for no reason, in addition to having lost half a day holiday off work for no reason. The organisation has lost my confidence and I cannot recommend them. I wrote to them giving them a chance to respond, but did not get a response. Suffice to say, I won't be going back to an organisation that wants to replace parts that are in perfect working order.