July 28, 2015
I do not normally provide too much feedback on the quality of service provided however I felt I needed to take some time today to do just that.
My mother's hot water boiler effectively blew up just after Christmas and I had been obtaining quotes for a new combi boiler for the last three months. Having sought a quote from British Gas I was not horrified by the price but I was not impressed by the attitude surrounding the quote. We were informed it was only valid for one month and their explanation as to how the work would be carried put left my 74yr old mother concerned about the mess/damage that would be done to her home. The quote from Swale was extremely competitive and I was reassured by the aftercare service that would be provided.
The representative who attended my mother home (from Swale) was extremely polite, he took the time to explain to my mum what her options were on the size and location of the combi boiler. He also explained how the new system worked and answered her questions without using terminology that would confuse her. I was running late from work and the representative waited for me to come around and went through everything again. No pressure tactics were used and it was pleasant experience. I was reassured that the house was not going to look like a bomb sight afterwards.
In relation to the installation, Kevin was the installer alongside another young man whose name I don't remember. On the day the items arrived promptly at 07.30 in the morning. Kevin and co arrived at 8am and started work. They were polite and friendly. They were so tidy the house was almost cleaner than when they arrived! My mum has a real wood floor and light coloured carpet, not a stain or dust mark was seen at the end. They were careful to put back mum’s utensil rack under the boiler in the kitchen. It would have taken mum a while to put that back in but they were so thoughtful. They were careful not to damage a cupboard under the hot water boiler system in the bathroom which means that we only need to get new titles added. I have had to put up with mum singing Kevin’s praises for the last week which is what has prompted me to writing this letter so please pass on my thanks.
After the installation I was not bombarded with calls for the final payment and when I called up asking to arrange the time for the manager to come round to review the work the customer service representative was really helpful and I was able to schedule it around my working hours.
From start to finish my mum and I have been extremely impressed with Swale Heating - great customer service, polite, friendly, reassuring staff. I would definitely recommend Swale Heating to family and friends. In fact my boiler and central heating needs looking at!
Please pass on my thanks to the entire team.