Alpha-innovation Reviews

Alpha Heating Innovation Boilers and heat pump solutions

alpha-innovation.co.uk
3.56
138 reviews
Great Rating
Based on 138 user experiences

Rated 3.56 out of 5 by 138 Happy Customers

42.8%
13.8%
14.5%
14.5%
14.5%
All 5 ★ 4 ★ 3 ★ 2 ★ 1 ★ 😊 Positive 😐 Neutral 😞 Negative Reset Filter
AI Review Summary Based on 138 reviews

Customers report consistently positive experiences with Alpha-innovation's engineers, citing professionalism, expertise, and courteous service. Many reviews praise the reliability of appointments and the quality of technical work performed on boilers. However, numerous complaints highlight significant issues with customer service, including unresponsiveness, long wait times, and poor communication. Several reviews describe problems with booking, cancelled appointments, and inadequate support, particularly for non-emergency service requests. The contrast between satisfaction with field engineers and frustration with administrative support is a recurring theme across the reviews.

What customers love
  • Punctual arrival
  • Professional engineer
  • Quick diagnosis
  • Thorough service
  • Courteous behavior
Common concerns
  • Long wait times
  • Poor communication
  • Booking issues
  • Cancellation problems
  • Expensive service

Last updated 1 day ago

M

Not Alpha s usual level of customer service

I called the Alpha Helpdesk at 8 45am just to query if I should still get a call 30 minutes before the engineers attendance I only did this as had heard nothing more from Alpha since confirming the booking Alpha s helpdesk confirmed this and the experience with them was superb Awaited the 30 minute prior notification of arrival but did not get any I received no prior call and the engineer just arrived I didn t get a clear explanation of what this service fully entailed and there was no paperwork to disclose what was carried out When the engineer left I found that the boiler was set to winter settings snowman on the display Maybe this was required to initiate whatever had been replaced however it was 30c today and the boiler was chugging away like it was the middle of winter
R

Rubbish boiler service plan

Boiler works fine 2yr old boiler Customer Service is very polite However their boiler service plan is rubbish Bought a new build flat with an Alpha boiler installed After one year I received a reminder from Alpha to service the boiler and I signed up with Alpha s annual plan in Jun 2022 It s now April 2023 and I still haven t had my boiler serviced I ve contacted Alpha customer service numerous times and was each time I was reassured that my query had been escalated I ve had 2 services booked BUT no engineer turned up on the day One service was cancelled on the day due to lack of parking which was a lie as I live in block will plenty of parking Had to cancel my plan to which Alpha has agreed however my refund will take 3-4weeks Boiler works fine but I wouldn t recommend subscribing to their Boiler Plan
M

Would like to know what Alpha consider

Would like to know what Alpha consider a service to entail I would of hoped it included checking flue to be safe but that was not done General demeanour of engineer left a lot to be desired in my opinion
M

Extremely slow response

Extremely slow response Initial report of fault made on 11 Jan not resolved till 31 Jan Long waits on the phone trying to speak to anyone Conflicting diagnosis of fault from 2 different engineers
M

Useless cover plan

I have had an Alpha boiler care plan for several years and apart from annual servicing - which seems to occur at random and erratically - I have not had to make any sort of claim Recently I did have an issue but on contacting customer care I was told my issue -- the central heating radiators getting hot even when the central heating system was off -- would best be handled locally If I did want an engineer to come out there would be a charge of 100 When I asked what I was actually paying my monthly instalments for I was none the wiser at the end of the explanation Hugely unimpressed Following this review the company sent out an engineer but he was only prepared or qualified to service the boiler The main issue was not addressed and I had to go elsewhere to have the problem fixed The whole experience was disappointing in tjhe extreme
C

We are a school but you wouldn t come

We are a school but you wouldn t come out until you had received payment After a month I asked if you had received payment and you denied it I then had to prove you had been paid 10 days previously which luckily was over half term We have wasted a lot of money on running heaters which could have been better spent on children s education
M

Originally rang on 3rd january for

Originally rang on 3rd january for replacement valve Fitter called on 30th jan Phone lines need improving Usual wait is 22 to 25 callers I did receive 2 phone calls to arrange a visit but missed the calls I asked after the first missed call if they could call a second time to save me calling back but that didnt happen Also sent 2 emails no response The fitter did replace the valve but after he left I noticed the pressure gauge was very high almost going into the red Phoned the fitters tel no to ask him to call me to check all ok but no response Please get more people to answer phones Everyone polite a d helpful but nightmare trying to get a response
D

Boiler service not done and told I need to rebook

Confirmed over the phone that the call was booked in to look at a fault and carry out an annual service Only for the engineer to confirm that he had only come to look at the fault The engineer was only at my house 5 minutes on a Saturday morning and seemed keen to get on his way He told me he would go back to the office to let them know I also required a service on my boiler Well that is what I m paying for in the first place As of close of business the following Tuesday I have still not received the call I was promised Poor service and I am considering my options at the moment I have only provided 2 stars because the chap happened to turn up
J

Would not buy again

Boiler 8 years old Have had a few problems over the years Was advised on one occasion that my boiler had known problems when they sold it to me and which caused it to stop working when weather was very cold They knew of this problem when they sold it but did not tell their customers A fault in the design of a valve Eventually thiscwas fixed Another breakdown now meaning i may be without heat of hot water for almost a week Will not buy another alpha boiler
M

Gas boiler engineer Lee was very polite

Gas boiler engineer Lee was very polite and extremely courteous He serviced the boiler quickly no problem My issue is the dreadful experience I have received in reaching this point It took me over 4 hours of phone calls waiting and at least 4 emails to actually get an appointment booked some 2 months after it was due This is despite having paid for the service almost 14 months ago as part of your service plan Thankfully the boiler was working ok with no reported issues though Lee did reduce the flow temperature to help reduce gas consumption

About Alpha-innovation

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