Custom Heat & Cool Reviews 

I am writing this review because Custom Heat automatically sent me a request for one.

The engineers who came to my house have been good. However, the product is not fit for purpose, the management service has been bad, and my issues are still not fixed after two years.

Broken Promises to Remove the System
Chris Knowles, who is a director, originally promised to remove the system if I was not happy. On 24 April 2024 at 08:13, he emailed me and wrote:

"I can assure you that we will get all your issues addressed but ultimately if you are not happy with the work we have done then we can remove it if you wish."

However, he completely went back on his word. On 23 February 2026 at 12:01, he sent an email flatly refusing to honor his promise, writing:

"We will not be removing these units."

Wrong Installation and Electrical Problems
The installation and the electrics have been a constant problem because they did the work wrong. Custom Heat has even accepted these mistakes in writing. On 23 February 2026 at 12:01, Chris Knowles admitted that their electrical work was so bad he asked me to hire my own person to fix it, which I have not yet done.

He also admitted that they had:

"offered for our team to do any electrical work needed".

Further proving the installation was wrong, he admitted on 11 February 2026 at 08:37 that their work was still not finished, stating:

"we just want to get our electrician there to check the external switches."

I actually asked them to go ahead and do this electrical work to fix their mistakes. On 2 March 2026 at 10:54, I emailed Chris telling him:

"I am happy for you to proceed with the following electrical fixes"

I listed the exact work that was required to fix their mess. When I got no reply, I emailed him again on 4 March 2026 at 18:20, providing more information and hoping to "move forward with the resolution following my last email." Still receiving no answer, I sent another email on 10 April 2026 at 13:21 giving him options to resolve the matter. He has completely ignored every single one of these emails and has not replied at all.

A Product Not Fit For Purpose
The product does not work as it should, and they are fully aware of this. On 13 November 2025, Chris Knowles admitted in writing that the units were flawed, stating:

"The problem is the product/app/software side"

Despite knowing this, they later tried to make excuses and pass the buck. On 11 February 2026 at 08:37, Chris Knowles tried to wash his hands of the problem, writing:

"we see this as a warranty issue not related to our work"

He even tried to claim the Wi-Fi feature did not matter, writing on 23 February 2026 at 12:01:

"The wifi dongles were actually an ad on and did not form part of the quoted works."

This is completely unacceptable. I chose these units specifically for the Wi-Fi. Even the manufacturer, Worcester Bosch, admitted the product is a failure on 18 February 2026, writing:

"We acknowledge that this is not the functionality you expected. Therefore... we would like to cover the cost of your Custom Heat invoice... with the understanding that the dongles will not connect to the internet in the future."

Hiding Call Recordings and Demanding Money
They told me before that they would hold off on chasing money until things were resolved, but they keep demanding payment. On 13 February 2026 at 08:27, Chris emailed demanding:

"The installation has only been partly paid for and there is an outstanding balance of £2000.48 which I would like to be settled once these dongles are installed."

They also refuse to hand over call recordings from when I complained. On 16 April 2026 at 12:51, Lisa Knowles, who is related to Chris, emailed me to say:

"our calls are recorded for the purposes of quality assurance, training, and dispute resolution".

However, when I asked for them for this exact dispute, she refused, claiming:

"We do not hold the technical capability to redact third-party personal data from audio recordings".

Avoid this company. The engineers are good, but the directors break their contracts, do bad electrical work, install systems that are not fit for purpose, and hide behind silence and excuses when they fail.

Just so polite

Excellent as usual, Ruby is efficient and polite, happy with my boiler service

Perfect
Punctual
Professional

Poor and unreliable response when seeking engineer visit to rectify water leak on our combi boiler. Constantly had to chase for visit confirmation, difficulties getting answers to telephone. Excuse given for this poor service was Christmas/ New Year holidays and access to required spare parts, although when finally repaired only simple basic 'O' ring kit supplied and fitted. Overall from initial contact to completion of repair almost 2 weeks.

Punctual and thorough

We had a new boiler installed within a week of the old one breaking and the engineer was great - very friendly and explained everything that was happening and did a great job!!

Installed air conditioning in the kitchen. Both electrical work and installation were well handled and completed without issue. Damian and Ryan were both friendly and informative and left everywhere looking neat and tidy.

Ruby came to service our boiler again today (3rd June). She was cheerful, polite and efficient. She explained exactly what checks she had done and assured us that everything was working fine. We are very satisfied with the continuous service arrangement which we have with Customer Heat.

The member of staff came the same day, solved the problem and was very patient.

Always there, ready to help, Thankyou.

Very reliable , very good service. The staff were extremely friendly and kind. The best in the region !

Polite people quick service

Very professional service, starting from the office and ending with the engineers. They always give good advice and perform work to a high standard. Very pleased with them, highly recommended.

Good all round service by Ruby friendly and efficient totally satisfied

Very prompt service. Delivered on time, all left clean and in working order. Engineer was efficient.

Efficient, freindly and thorough. Many Thanks

Excellent knowledge of our heating system and a friendly engineer.
Customer service excellent - knowledgeable helpful and friendly