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First Trace Heating Direct is the home of Snug Underfloor Heating. Proud to be a family business with a real focus on looking after our customers, we’ve been supplying industry-leading, competitively priced heating systems for over 20 years. Our Snug Water and Electric Underfloor Heating systems, make homes and businesses all over the world warm, safe, comfortable places to be. They’re backed up by practical, straight-talking advice and expert technical support, a free design service, 24 hour quotations and next-day delivery, which is why so many wholesalers, installers and homeowners trust us – and our systems – time and time again. Snug Smiles Guaranteed: We're here to help. We treat every customer and installer like a member of our extended family and aim to make their lives as easy as possible. If something isn’t 100% perfect, our Customer Support Team will always go the extra mile to make it right!
Quayside Court, Navigation Way, Docklands, PR2 2RZ, Preston, United Kingdom
No designs delivered, then incorrect designs, 2nd job in row that has been incorrectly designed!! The product is fine but the design process is useless. Won’t be using them anymore.
Reply from first-traceheating.co.uk
Thank you for your feedback. We're sorry to hear about your experience. Could you please provide your SNUG number so we can look into the issue internally?
A customer called me to install a supply and connect this Snug electrical Mat underfloor heating system.
(I will add. . I had no part in the installation of the matting itself, which was run across kitchen/Dining living area approx 50m2)
I soon noticed there was no radiators present. - ‘I would NEVER recommend this type of heating as a primary heat source as throughout my over 10 years experience as an electrician they have always been insufficient, inadequate and lead to disappointment when trying to heat a room up.’
WELL NOT THIS PRODUCT!!!
_Click, Switched on & Connected_
I put my hands on the tiles and I could feel the floor start to warm instantly… I thought ok. 👀 ‘It’s working’
By the time I packed up my tools & loaded the van I could feel the whole room warming up and the heat radiating through.
“I’ve never known electric under floor heating like it”
The ONLY reason this I gave this product 4 stars is because the wiring diagram / instructions were not that great. (Room for improvement) However Technical was perfect. So maybe it does deserve ⭐️⭐️⭐️⭐️⭐️
The overlay system is a nightmare to install the pipe is to ridged needs two people to install so one person can walk behind you with a mallet takes three times as long as any other I have installed won't be using it again
Reply from first-traceheating.co.uk
Dear Paul,
I am very sorry to hear about your recent experience, please be reassured that we take pride in the ensuring that our systems are as simple and straight forward to install as possible, especially our bestselling low-profile system.
Our team are always on hand and more than happy to support with installation advice, such as bringing the pipe inside prior to laying in order to help bring it up to room temperature which helps to increase flexibility and using a pipe de-coiler to speed up the install and support a single person installation. We also run regular installer training sessions, to help with additional advice and guidance.
We would love the opportunity to discuss your feedback further in order to resolve your concerns for the future. Please feel free to contact us by calling 01772 761333 and one of our technical support team members will be able to assist you. Alternatively, you can direct message us through one of our social media channels with your contact details and we will call you back immediately.
Warmest regards
The Snug Team
Excellent service through out thank you John
We are exceptionally pleased with our Snug underfloor heating system and can’t wait to use it. Thanks for a great heating system.
Very helpful and professional team
I accidently only ordered one plot when my customer required 3 plots for the 24th
They was able to sort the two plots that were missing for delivery on the 23rd which was ideal for my customer
Very impressed with how helpful they have been
Will be recommending Snug UFH as much as possible in the future
Thank you and keep up the good work!
Reply from first-traceheating.co.uk
Hi Jordan, Thank you so much for your fantastic review. It was a pleasure to be able to help you and your customer with this project. Looking forward to working with you more in the future.
Warmest regards
The Snug Team
Recently considered underfloor heating for an annex we are building. Spoke to Rob who was extremely helpful in explaining the different options available. He is very professional and very knowledgable. Great guy to deal with, and will definitely go with Snug if we go ahead with the build.
Reply from first-traceheating.co.uk
Thank you for leaving such a great review Charlotte. We're really pleased that Rob was able to help you. Please don't hesitate to reach out, if you need any further advice - we'd be more than happy to assist!
I would like to thank Nicole Coyne for her fantastic service and professionalism in assisting us with our purchase of underfloor heating system for our office.
Great advise and very easy to deal with.
i will be recommending First trace heating to many more offices and companies in the future.
Regards Anthony
We at Carrigan Plumbing & Heating have worked closely with SNUG over the past 12 months. The system is easy to fit & comes with fantastic customer service. A big thanks from ourselves to everyone at First Trace Heating & a personal thanks to technical lead Rob Matthews.
We always use these as a supplier through Plumbase Bolton, after using other suppliers these have turned out to best on technical help and service, Rob in the office goes out of his way to help, and Ben the rep is always on hand to offer support, highly recommend
Excellent experience, Rob in tech is very knowledgeable and helpful. Great company to work with. Great products
Great company to deal with, from start to finish the level of service and product is impeccable, Rob's a great guy to deal with at Snug, always willing to help and he's always there to bounce off any technical questions.
Great company to deal with, never had a bad experience.
Rob and his team always go the extra mile to help, they have exceptional technical knowledge, overall a great company to deal with, thanks guys.
Reply from first-traceheating.co.uk
Thanks Lee, it's great to hear your feedback and we will definitely pass this on to Rob... It's always a pleasure working with you and your team as well!
I have recently installed a Snug water underfloor heating system and received an excellent service.
The team were very informative, from helping to decide which system would be best for my project, to providing me with an easy to follow pipe layout and helping with advice when I was installing the system. The system was also cost effective compared to other underfloor heating companies and I would happily recommend to others.
Reply from first-traceheating.co.uk
Thank you very much for sharing your experience. We love to hear your feedback and are grateful for your lovely review! We will be sure to pass this lovely message on to the rest of our team.
We can't wait to work with you again soon.
Many thanks,
Snug Underfloor Heating.
We purchased a snug underflooring heating system for our bathroom and we getting an error code on the controller.
Telephones the company and was immediatley put through to someone who was able to talk me through rectifying the issue. Now that is what I call Customer Service.
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