Hinkley Fireplaces

Jools

This sorry tale began over 18 months ago, when I ordered a gas log burner to be fitted at my home. The staff were friendly and polite if a little unreliable when it came to answering the phone, responding to emails or returning calls. I paid a 50% deposit of 1445 in Nov 18 with a hope of getting it done for Christmas 18. There were apparently delays in obtaining parts and so it was put off until the new year. It was also decided that the old surround would not be suitable and so a new stone surround was ordered requiring a further 1070 deposit being 50% of the new total. Since that time there have been various visits, each time there was a problem. Measurements incorrectly taken, building work not suitable, incorrect parts ordered. In between it was almost impossible to get hold of anyone, and when I did, they would promise to turn and time and again but fail to do so. Often claiming to have called out to an emergency which began to wear thin it happened so often I finally gave up at the end of 2019 and agreed a settlement in which we would keep the surround which needed to be removed again, and building work redone correctly before refitting, with a partial return of the deposit. Although some payments have been made, I’m still owed the balance agreed 6 months later. In summary, polite and friendly, but utterly unreliable and incompetent. Work that was carried out was at best shoddy and at worst dangerous. Failed to turn up on so many times I lost count, with excuses which were hard to believe. I genuinely think they have good intentions and want to do a good job but are completely unsuited to running a business of this nature. I’m sorry to say, avoid at all costs if you value your money, your sanity or your safety.

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