VHL Reviews Summary

Customer Service

Pros:

• "Service over the phone was very good, the team was helpful in handling questions about my email invoice."
• "The customer service was brilliant; very helpful, clear, professional, polite and friendly!"
• "The person who answered was incredibly helpful given that I was panicking a lot over the phone and they got a plumber out to me within 20 minutes."
• "I'd especially like to mention Malika Khan at VHL office too, who is extremely efficient and ensures the transition from booking to end of job carried out is smooth and hassle-free!"
• "Excellent booking service with Joy."
• "The specialists attending have been incredibly polite, knowledgeable and willing to go the extra step to make sure the problem was sorted to the best of their ability."
• "I am very impressed with VHL."

Cons:

• "We also had issues with getting someone to speak to on the phone."
• "Your manager agreed to a refund in writing on email within 10 working days and did not process it then did not reply."
• "The most disgraceful customer service I ever experienced. Nobody cares."
• "Their communication could also be improved as some of my calls went unanswered without a call back."
• "The booking process was a nightmare. Got through in the phone quickly but there was so much background noise the girl on the other end could barely understand me."
• "Office staff have absolutely no idea what is going on with bookings."
• "When I call back they just fob me off and say we can't do anything to help further and refused to let me speak to any managers."

Technical Service and Engineers

Pros:

• "Technician Jaroslav was very good and efficient."
• "Matt was fantastic! For the last three years we've had different plumbers in to try to fix our plumbing issue at SOFEA - none of them managed to fix it and at times they made it worse! Within an hour, Matt managed to identify the problem and fix it."
• "Matt and Kerry who were on the job were excellent. They knew their job to core."
• "Engineer arrived at the time scheduled and was informative and professional about the work required."
• "Recently received prompt and expert service by plumbers from VHL - first to diagnose the issue and stop a leak at my flat and then to quickly order parts and fit them within a few day's."
• "Our engineer Daniel, was an extremely skilled and a very nice guy."
• "The gas engineer was able to diagnose a fault on my boiler within a few minutes and rectify the issue within the hour."

Cons:

• "The gas engineer turned up late."
• "Their business model is to intentionally not find your problem so they can keep charging you for visits."
• "Boiler installation dates and assigned engineers changed multiple times. Didn't show up on confirmed installation date."
• "They came on 4 separate occasions, in one they sent a young guy who was out of his depth."
• "Incredibly unreliable, the engineer didn't show up for the job 2 times in a row, hence wasting other people's time."
• "The first engineer who came wasn't any good as it turns out and the job remained outstanding for nearly two weeks (with no hot water during that time) because apparently he couldn't get hold of parts."
• "Engineers didn't sign off on Benchmark Report and didn't finish commissioning the boiler."

Pricing and Charges

Pros:

• "Our boiler packed up over the BH weekend and... VHL were able to offer me an on the day inspection and fix without over charging me for the service."
• "Fair and competitive prices which were matched with an offer from another provider."
• "The boiler replacement was also significantly more reasonable than other quotes I received. Happy to recommend them to others."
• "The costs very reasonable."
• "Nothing but praise. Easy to make an appointment, they came the next day at the exact time promised, carried out the work at the (very reasonable) price quoted and documented everything by detailed emails."
• "Both jobs were done professionally, for a reasonable price."
• "VHL may not be the very cheapest out there, but I think they might be the best!"

Cons:

• "Charged me over £2000."
• "I had to pay £120 in advance and queried this but was told it’s company policy."
• "We were frustrated to be charged for the extra time."
• "They quoted £120 for a callout, arrived 3 hours late."
• "2 engineer visits later, I am £400 out of pocket with my boiler issue not fixed due to complete incompetence..."
• "Some work e.g. power flush was initially included but later descoped or charged extra."
• "They charged me 2h of labour for actual 15min of work."