Update on my review
Update on my review. Be mindful. They say your rental agreement of laundry equipment includes service of equipment, call outs for breakdown and repair. However, it doesn't include service of equipment, they decided to change this fact mid way through contract. For the last 5 years my equipment was serviced by OPL as agreed part of the rental. Then the last two years they have started to charge approx £500 for this service and are refusing to refund this as they say the contract never included service. I feel this matter will end up in court as I have dealt with companies like this before. They're not concerned about customer satisfaction and will try anything to get more and more money out of you. Also please be aware, if you are lucky enough to actually end your contract on the end date. They want you to palletise, pack and strap their own equipment at your own expense. They will do it for you but will charge £900 for the service.
Reply from Theoplgroup
We are genuinely sorry to read these comments, particularly after supplying and supporting your laundry equipment for more than ten years. For the benefit of others reading this review, we would like to offer a clear and factual response to the points raised:
What the rental agreement includes
Our rental agreements include responsive breakdown cover throughout the term — call-outs, labour, parts and travel relating to equipment faults. They do not include annual servicing or Gas Safe certification. These are optional, chargeable services that are always quoted in advance and carried out only once they are formally authorised.
Servicing and Gas Safe works
The works referred to were not unsolicited, nor added midway into the agreement. They were requested by your site, quoted for, approved in writing and then paid for. As clarified many times, “service” in the context of your rental agreement refers to breakdown response, not preventative servicing. This has been explained repeatedly and has never changed.
Contract terms and termination
Contracts move into rolling 12-month periods after the minimum term until cancelled in line with the notice period stated in the agreement. This is standard practice and is communicated transparently in all agreements. We do not ignore termination notices; where they are submitted correctly, they are processed accordingly.
Collection and palletisation
For clarity: the collection itself is free of charge.
At the end of a rental term, the equipment must be disconnected, palletised and made ready for uplift, as stated in the agreement.
For customers who prefer not to arrange this themselves, we offer an optional chargeable service, entirely at the customer’s discretion.
On the allegation of “threats”
Customers are absolutely entitled to share honest feedback.
When comments are made publicly that we believe are factually incorrect or potentially damaging, it is reasonable and lawful for us to clarify the position and indicate that we may take advice to protect our business. This is not threatening behaviour; it is standard commercial safeguarding.
A broader observation for balance
We note, respectfully, that this reviewer’s profile reflects a consistent pattern of disputes with multiple unrelated businesses, each framed as a significant misunderstanding. While every reviewer is entitled to express their own perspective, this context may help readers to view the comments here within a wider pattern of similar conflicts.
We remain proud of the professionalism of our team, the clarity of our agreements and the quality of service we provide to hundreds of clients across the UK. Our focus remains on offering transparent and reliable support to all our customers.
— The OPL Group