My elderly grandparents purchased a gas…
My elderly grandparents purchased a gas fire from this company in November 2024 and had it serviced by them in November 2025.
The appliance was working correctly until January 2026, approximately two months after the service, when it began experiencing pilot light issues. The company has since attended and advised that the likely cause is a major internal component (SP10650), at a cost of approximately £308, although their engineer stated he could not be certain.
Given that the fire is only just over one year old and was serviced by the same company shortly before the fault developed, we do not believe it is reasonable to expect elderly pensioners to pay £308 to rectify what may be a premature component failure or an issue that should have been identified during servicing.
More concerning was the manner in which our family was treated when trying to resolve this. During a telephone call at approximately 12:30pm on Friday 13th February 2026, a member of staff used abusive and inappropriate language towards my mother. We have retained a recording of this call.
We also submitted a formal written complaint via their website and have now waited over two weeks without any response.
At present, my elderly grandparents are left without reliable heating during winter. We are extremely disappointed with both the level of customer service and the lack of meaningful aftercare.
We would have preferred to resolve this directly, but the absence of communication has left us with little confidence in this company.