"I must have been sold a faulty boiler."

I bought a new oil heating boiler from Fusion Ltd in 2020. I had to contact them on a number of occasions while the boiler was under guarantee. On each occasion I was told there was no problem with the boiler. The water was boiling and overflowing from the tank, the noise from the roofspace was frightening. The heat was coming on of it's own accord while the clock read "off". Although there are separate buttons to operate the heating of the water and the central heating, this seemed to be over ruled and the water was heating while it wasn't supposed to. Each time I was assured the problem was fixed. When the guarantee period came to an end I felt there was no point contacting Fusion so took out "home emergency" insurance. The next problem was an oil leak at the boiler and the plumber who " fixed" that said there was a rag saturated with oil inside the boiler which caused water mixed with oil to cover the boiler. That was in February of this year and I can smell oil around the boiler and see the black stain all around the flagstone the boiler stands on so it may be leaking again. The over flow from the roof space is back and hot water and steam pours from that.
I am in my late 70s and suffer from arthritis so I don't know how to deal with the boiler. I at the mercy of companies like Fusion and plumbers who manage a temporary fix on what they obviously know is a faulty boiler. It cost £2000 which is a lot for a widow living on a pension. I feel I have no alternative but to remove this faulty boiler and arrange to have gas installed though I can ill afford that. There does not seem to be a consumer rights organization from whom I can seek help. I picked Fusion because I thought they might be dependable. I used to have my old boiler serviced by Power NI. What a disappointment.

"Answer your phone"

Received a letter from Fusion asking me to pay for 'Services Performed'. Fusion have not been to my property for over 18 months and all invoices were settled at the time. I tried to ring fusion, for over an hour and a half, this morning to discuss this but they did not pick up. I rang 02890449499. It's Monday and not a bank holiday

"Attended as scheduled"

Attended as scheduled, professional boiler installation, helpful staff and after service excellent

"Unreliable and don't want to know if anything goes wrong"

I had thought these guys would be a safe bet because they are a subsidiary of SSE. How wrong I was. I booked them for a routine service as I have done the past few years and they ended up breaking my boiler and then refused to respond to my pleas to have it sorted urgently as I had a 6 week old baby at home.

The engineer came and went initially and told us the job was done and all appeared to be well. However, later that night the hot water and heating stopped working and the boiler was showing a low pressure warning. I called Fusion and told them that my boiler wasn't working after their service and I had a newborn at home and needed this to be sorted urgently.

2 or 3 days later they sent another engineer who told me that the boiler needed a new pressure relief valve and that they can get damaged during a service but that the previous engineer should have noticed this, though he probably just wanted to save time by not mentioning it. This is when alarm bells started ringing. He told me that he needed to order the part but to let the office know about that we had a young baby and they would usually sort things out quickly. (I later learned that this was an off the shelf part from any plumbing merchant).

I called the office immediately and the report from the engineer had already been sent to them. They confirmed I needed a new PRV and this would have to be priced by a manager. At this point I asked to speak to a manager because I felt that I shouldn't have to pay for something that was broken during a service. After a few moments I was told there was no manager available but they would call me back.

The next day I called again as I still hadn't heard anything. I spoke to a lady who I explained the situation to again and she said the managers were going into a meeting now but they'd call me back. Later that evening I called again as I still hadn't heard anything. I enquired whether it was a common problem with servicing and was told "I don't know I'm not an engineer". I asked if I would have to pay for it and was told "I don't know that's for the managers to say". I again explained that I urgently needed heating and hot water and was told "don't worry I'll speak to a manager, we'll get this sorted". Again nothing.

The next day I called again and was told no managers were available again. I was assured that they had been emailed and told that I was waiting for them to call me back. Another half a day passed - nothing. I called back and spoke to the same person I had earlier, who acted like I hadn't already been speaking to him previously and said all the same things again to my frustration.

At this point I gave up and called another local boiler engineer who came out 2 days later and fixed the problem at my expense. It took him all of 20 minutes. I'm glad I did because I didn't hear from Fusion until over a week later, when they sent a letter with a completely extortionate quote for fixing the problem that they caused. £165 for a part that is readily available and costs less than £20 in a plumbers merchant. No mention of the service that had caused the issue or that I had been calling them.

The way they treat their customers is absolutely farcical, the managers at this company should be ashamed of themselves. I explained to them that we had a newborn and I would have been without heating and hot water for over 2 weeks had I waited for Fusion to resolve the problem. Do not give these people your business as they seem to take their customers for granted and will not do anything for you if you have any issues with their work. Never again.

"Avoid"

Where do I begin:

Pros: job done in a day, good boiler fitter.

Cons: job done to a poor level and so many after issues!

During the job they had to lift my carpet and on putting it back down it wasn't done properly so now its ripping up and I'll have to get a new carpet. They also broke one of the beds in my property moving it to get access to pipes and when I asked them to look at it no compensation was offered, man fixed it with sealant but it couldn't be taken down and rebuilt then so just bought a new bed. Shower wasn't fitted correctly and when I rang to get it fixed they never got back to me, had to get another plumber out to fix it and they said it was a bad job fitting. Also they had left holes and bad work on the day and I had to call up to get these fixed. Additionally the plumber that came to fix their issues said a Stopcock should have been fitted internally with the boiler as a legal requirement and he couldn't locate one, when I rang Fusion to query this it was sent to the Manager who I was told I would hear back from... it's been over a week now..

Overall it's cost me/will cost me more money than it's worth and I wouldn't recommend.

"Futureproof job. Magic."

Had electric car charger installed by Andy and Kieran. Fast, safe and clean job. Very tidy workers. Everything explained. No problems at all. Couldn't be happier. Would recommend these installers without hesitation.

"Bunch of cowboys!"

Bunch of cowboys!

"UNPROFESSIONAL, TERRIBLE SERVICE"

Oh yes after 8 days left with no running hot water and heat someone finally came out ti fix a minor part that your engineers keep coming out to fix.....simce then my boiler is broke again...an angry engineer came out again and said -yea needs fuxing'...said he was busy and walked away....that was over 2 weeks ago