Awful
Awful. This company basically survives from contracts via social housing, local authority funding and landlord checks- all of which give people on receiving end of their shoddy services so comeback, warranty etc. Poor customer care. Works not completed but charged for. Staff do not respond or state works required are extreme - for example in my most recent issue - “you need to rip your floors up”! Two particular “admin” staff have been awful. High turnover of engineers who also advised me only to use Ecosafe and encouraged me to leave rave reviews about Ecosafe as a small, reliable family business - untrue - he was fired apparently. Next engine left as company don’t look after staff then next engineer said floors need ripped up then when I continued to query he actually looked and told me valve needed replaced! Have many emails to confirm. Tried to revolve with them initially. I am disabled and so far have been without heat and hot water around 1 month! I am contacting local housing providers and WHICH to report so please beware! Awful, awful company……
Reply from Ecosafegroup
We are very sorry to read about your experience and genuinely appreciate you taking the time to share such detailed feedback.
First and foremost, we would like to sincerely apologise for the distress and inconvenience caused, particularly given your circumstances and the length of time you have been without heating and hot water. This is not the level of service we aim to provide and we fully understand how difficult and frustrating this must have been.
We are especially concerned to hear your comments regarding incomplete works, communication issues and conflicting advice from our engineers. This is not reflective of our standards and we take these concerns very seriously. We would like to review the history of your case in full, including the differing diagnoses you have described, to understand exactly what has happened and ensure any necessary corrective action is taken.
We are also sorry to hear about your experience with our office team and the perception of poor customer care. We expect all customers to be treated with respect, clarity and professionalism at all times and it is disappointing to hear that this was not your experience.
With regard to your concerns about charges and works not being completed, we would welcome the opportunity to investigate this thoroughly and provide a clear and transparent response.
Please could we kindly ask that you contact us directly at info@ecosafegroup.co.uk so we can look into this as a priority. We will also be happy to provide you with a copy of our formal complaints procedure to ensure your concerns are handled correctly and fairly.
We are committed to resolving this matter and restoring your confidence in our service and we would very much appreciate the opportunity to put things right.