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

Long waiting time for engineer appointment

This is the second time I ve had to call Alpha regarding an 18 month old boiler The first issue was in the summer with the external gas supply and they had a speedy response time but this time in the coldest of weather the response time for sending an engineer to check out fault E01 is five days This is in spite of the fact that I told them that I ve currently got visitors staying and we are all well into our 70s and 80s Disappointed and cold
K

Shocking service or none at all

Well after an hour and 16 minute wait where I was 48 th in the queue I finally got through He took my name and phone number and error message and practically hung up Fortunately Phil the engineer got back to me quite quickly and came out as arranged The problem was fixed but now same error message is coming back It s Christmas Eve so on the off chance I phoned - hooray I was number three in the queue But after an hour of listening to THE MOST HIDEOUS music I realised this was a lie and in Fact I was not number three at all because one hour later nobody answered Thanks a lot And a Merry Christmas to you
K

Boiler leaking since engineer fixed original problem

The engineer fixed the problem but the boiler has since started leaking I called and didnt hear back I then chased them at 4 45pm I was told someone would call about an eta but didn t know when Still not heard anything and my boiler is dripping I did ensure they knew it wasn t dripping before the engineers visit
C

Would not recommend

The first 2 times the company called and told me an engineer would be coming I took days off work to be there and he never showed up I suffered financial loss due to not working which was ignored by the person I spoke to on the phone Third time they booked someone to come 2 years after the boiler was actually installed and it s finally had it s first annual service Engineer was great lovely guy not his fault at all Customer service from the company based in their total indifference to cancelling on me last minute twice and the financial implications of that one star
R

Lost hot water and central heating functions in boiler

As I wrote Alan Naghi in yesterday s email I was driving to Llangollen when I received the engineer s call Phone signal was lost and contact broken in mid-call I did indeed hear him say that the setting was switched to off but lost contact before he could tell me how to fix it This still begs the question of why it was switched to off It had been running well from installation until just before Christmas and I d not touched the controls at any time I have since looked at the mode setting and both the shower and radiator icons are displayed But still no heating
B

Had installed Alpha e-tec 28 nx Combi

Had installed Alpha e-tec 28 nx Combi boiler January 2024 Alpha boilers have been back to try to stop banging when heating is on AND we use hot water They have all fitted different updated parts that have failed to suppress said banging One fitter did tell me same noise problem with another lady SAME boiler My wife has a memory problem that is heightened by anxiety The banging really doesn t help Not the sort of thing you can take back and get another one is it Rock and a hard place I m now in cos Alpha albeit oh so polite and lovely engineers have really not got a clue re this problem A design problem on this e-tec 28 NX Combi methinks but Alpha are at a loss My advice don t touch this range at Alpha BM
M

Yearly service could be much better organised

You need to give people an idea of what time the engineer will be visiting for the yearly takes 10 minutes boiler service rather than just saying between 8am-1pm Nobody wants to be hanging around at home waiting for this length of time
B

Engineer excellent company back up rubbish

Engineer excellent Had to chase up for our annual service Should be on their computer instead if us having to chase Three emails later Visit arranged then cancelled and rearranged Happens every year annual service gets later every year
M

Not what we expected

2 hours late if you can t stick to a time then don t agree to it No communication whatsoever to update us or apologise Let down twice previously Blow dust all over room rather than use any vacuum cleaner which left us with a 1 2 hour cleaning job
T

Adey service engineer excellent

Adey service engineer excellent Alpha customer services abysmal 30 minutes wait to answer the telephone boiler should have been serviced April 2024 signed up to pay by direct debit which there system did not pick up finally got the boiler serviced after countless emails and tel calls December 2024 I will use my local engineer in future

About Alpha-innovation

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