James Frew Ltd

Installed a shower, 3 days after booking the original appointment, left with it “working” but it wasn’t working because there’s this massive kink in the pipe. 2 more plumbers returned on different days to try and find the problem. First one did nothing, lay the shower hose in the bath- “that will slow it, someone else will come out” second one found this but said I’m only here to investigate not to fix it. One week. No shower. Can’t bath because the shower leaks. And no sign of the work actually being fixed any time soon because it’s “too big of a job and needs the whole team”

We had the James Frew Silver package Gasure for over 15 years in 2 different properties. Now, I wouldn't get them to run a bath or even change the plug in the bath. Check TRUSTPILOT reviews. We had an Intermittent fault in our boiler cutting out once a day and reported the fault. Over the course of 2 weeks we had 7 visits from 6 different engineers and after visit 2 on day 3 we ended up with a broken boiler due to a new fault caused by the engineer. Subsequently we ended up with no heating for 12 days and having to chase up each visit and request to when our heating will be repaired. The bottom line is that we went from an intermittent fault to a broken boiler purely down to Frews inability to carry out the initial repair correctly. After 2 weeks and 12 days with no hot water or heating, we received an email (not a phone call) stating that due to the age (12 years) and condition of the boiler (serviced yearly by Frews), they would require the boiler to be replaced. 🤔 A Free no obligation quote could be arranged for a new boiler from Frews. Our Boiler was working prior to the Frews engineers 2nd visit, so why should we be hit for a bill for £3k + for a new boiler from no fault of our own. As as long term customer I'm extremely disappointed in the service we have received and the final outcome of our case. I have cancelled our Gasure with immediate effect and hope other people will think twice before taking up Gasure with Frews. TRUSTPILOT reviews, gives everyone a clearer indication what James Frews are like as a company now. 1 star for the politeness of the girls in customer service. Added Edit. Spoke with management on day 7 to try and come to some sort of comprise but was outright rejected. Very very disappointed.

It was easy to arrange a slot to come and service my boiler. A timely reminder was sent in advance. They arrived within the time window they said they would. They were polite and efficient. They got on with doing the servicing and checking of radiators. Once they were gone, it was as if they had never been...and I mean that in a good way. They tidied up after themselves. I would definitely use James Frew again.

I recently signed up for the GasSure Gold Package with James Frew Ltd, and I’ve been extremely impressed with their service from start to finish. Within just a few days of joining, they arranged for an engineer to come out and assess my heating system. The engineer was efficient, respectful, and very polite throughout the visit. Everything was checked thoroughly, and the whole experience was smooth and stress free. It’s reassuring to know my heating system is in such capable hands. Highly recommend James Frew Ltd for their quick response and excellent customer service!

After moving home in late Nov 25, we discovered a problem with our boiler/central heating. I contacted James Frew, who arranged for an engineer to visit. During the visit, I agreed a package of work with the engineer to resolve the issue and quotes were issued by James Frew for each stage of the work, which i agreed to. Some of the work was carried out before the Xmas break and i was asked to see if the problem resolved itself over Xmas, but to get back to James Frew if the rest of the work was still required. The initial work cost me around £438 in total. As the issue was not resolved, i contacted James Frew after the Xmas break. Despite 3 phone calls, the first of which was on the 6th Jan during which i was told someone would call me back, and 2 e-mails to their contact us shortcut, i have had no response. This is atrocious customer service and proves they are not interested in their customers, only interested in making quick easy money! Update - After posting this review, i received a quote to complete the outstanding works previously agreed in Dec 25. Unfortunately it was over £50 dearer than the original and i declined the offer. Still not had a call back!! Says more about greed than loyalty to the customer or decent customer service. I would not recommend anyone using this company.