JamesfrewRecensioni 

Really disappointed in drainage element of Gold star package. Dreadful experience with no loo for around 7 days. Frew said issue could not be resolved until I paid for a CCTV camera at a cost of £245! This was not covered by package but no explanation to explain that - just told to accept and pay. Called another company who jetted the drain and problem solved in 10 minutes. Fast, reliable service from them! Customer service very poor - despite formal complaint no contact after 3 days. Will be stopping contract as soon as I can - unfortunate after many years a customer.
Updated 10th. Contacted by area manager who accepted mishandling of situation and promised reimbursement. Still waiting on that and it’s now 15th.

Great service,Alex superb as always

Job done , no fuss .

William did his job without any fuss and answered any queries we had

Fast efficient service. The engineer was a good communicator, and vey helpful.

He was on time and very pleasant and helpful

Annual Service was carried out incompetently as was left with a central heating system not working as the engineer had switched the system off. Also was unable to answer questions "only here to service boiler" . Had to call company and another engineer rectified the mistake made by the service engineer.
Company though handled situation diligently and sent out another engineer speedily and had my system working again thus restoring my faith in the company.

Great service from start to finish and Colin the engineer was excellent.

I was told the Engineer would be between 12.30pm and 4.30pm. About 4.20pm I called your office to be told they would be there before 6pm. Someone stayed in all day. About 5.50pm I called again as I still had not received a txt advising the time of arrival. When I called my father in law I was told the Engineer had just left.

Guy was more intersted in trying to sell me a new boiler, than anything else ,trying to say my boiler was old and best to get another one as far as I am aware it passed didn't speak to much apart from promoting new boiler ,didn't know anything bout defects !!! Not the best service this time asked if it would be more energy efficient and he said no .

Excellent and friendly service as is always provided by James Frew. Service engineer was friendly, knowledgeable and very helpful. He advised then set the hot water temperature to what was conducive to protection from Legionnaires’ disease.

We’ve been getting Frew to service our boiler for a number of years now, this is the first time I can actually say it wasn’t serviced, the engineer came as usual, he looked at the flue, checked the meter but never once did he take the front casing off the boiler, we were in the other room with all the doors open and you usually hear the sound of metal clanging when they take the casing off but we heard nothing, I walked through about 3 times and each time the casing was still on, he was in the house about 15 minutes when it usually takes around 30 to 40 minutes. My boiler wasn’t serviced, we’re due to leave Frew anyway as we’re getting a new boiler or I would have kicked up merry hell.

Plenty of notice,when the engineer would attend,serviced the boiler,and even helped with a question about the hot water.Glad we took out the plan with JamesFrew,a company who cares.

I have been a loyal GasSure / James Frew customer for 10 years without a break in service. Because I moved house recently, I was forced by their team to cancel my old contract and sign up afresh at my new property, rather than simply updating my address.

​A GasSure engineer conducted the initial inspection on a Friday and gave it a clean bill of health. By Sunday, the boiler completely lost pressure and failed.

Instead of taking responsibility for a breakdown occurring less than 48 hours after their own technician worked on it, customer service issued a quote for £172.18, claiming a 'pre-existing defect' and refusing to carry out the repair under my plan.
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When I disputed this, they washed their hands of the situation, telling me in writing that my maintenance contract 'has not yet begun' at the new address.

Shockingly, despite claiming the contract wasn't active, they had already taken a £19.99 monthly payment from my bank account.

​While they have now refunded that unauthorised payment after being challenged, the disgraceful customer care and utter lack of flexibility for a customer of a decade remains. A bizarre, greedy way to run a business—avoid!

Edit: I see gas sure have replied to contact the team. I already did it and got no where hence this review.

Friendly young man, on time and good job done. Left the work area clean and tidy.

Efficient and tidy workmanship.

The young man who came was very pleasant and polite

The Engineer showed the highest level of knowledge and competence in carrying out the Annual Service. A consistent example of the important level of the excellent standard of the James Frew personnel.

John McKee
Irvine