“Martin gave us a quotation for a new boiler removing and re-fitting the water cylinder once the new double extension had been completed. It was suggested by Martin to relocate the water cylinder to the back garden giving a temporarily hot water supply to the house so that the family of 2 adults and 2 children had hot water. The tank was moved and on that evening the customer contacted us, the builders to say no hot water and no water pressure to the upstairs toilet. On inspection the cold water mains had not been fully open. In fact it was barely open. A new part was fitted to the tank and we was told to wait 6 hours and we would have hot water. To cut the long story short the family as I write this, is still without hot water which is 5 days now. When we tried to phone Martin he does not answer. As builders we have used Martin in the past and had some kind of problems but nothing major and truthfully I find it very hard to understand his attitude on this matter.”
Verified by Staff
– Customer in Birmingham, June 2019
Response from MH Heating Solutions:
We are sorry to hear you’re not satisfied with the service we have provided. When you notified us there was no hot water following relocation of the hot water tank. We initially diagnosed a faulty immersion heater and came out to repair and install new part within 24 hours.
Later we received a call stating the problem remained the same. We advised to allow some time and if the problem persisted to keep us informed. We received a call from your customer whilst we were away and confirmed we would be in touch when we returned. As promised we rang your customer and sent them a text the next day. However, we did not receive a response from either you or your customer and assumed the problem had been resolved.
We pride ourselves on customer service and feel we tried to resolve the problem with the initial repair and attempted to make contact to resolve. We offer our sincere apologies to your customer as the last thing we wanted was for a family to be without hot water. We have not charged or invoiced for this work and hope this goes someway to compensating the customer for the inconvenience caused.