Marvel Heating & Renewable Energy LTD t/a Marvel Heating

Stella Mackereth

last month

I would NOT recommend this company. They left us with a leak which at first they didn’t accept they had caused, and now we have stains on the ceiling and walls which they are not prepared to make good. Our lounge was newly decorated too. When they finally agreed for us to get a quote they said it was too much and they would send one of their team from hundreds of miles away. The date they offered was my birthday and we had a family party so we could not accept it. We feel they made the resolution so difficult we don’t even want to interact with them anymore. They take your money and do their job then walk away and leave you to pick up the mess they created. Avoid at all costs

Ashley Clegg

2 months ago

Extremely disappointing experience with Marvel Heating from start to finish. I've deliberately waited before leaving this review because I wanted to give Marvel Heating every opportunity to resolve the problems and respond to the complaint I submitted. Unfortunately, despite everything that has happened, my complaint has still gone unanswered. The problems started from the very first visit. After the initial installation, we discovered that parts required to complete the job hadn't even been ordered. On top of this, the ASHP itself was unstable because the wrong feet had been fitted to the unit. A second visit was then arranged to finish the installation, only for them to arrive and the required parts still hadn't arrived, meaning the job once again couldn't be completed. Before they eventually returned, the system developed an error code, leaving us without normal hot water. When I contacted Marvel about getting this resolved, rather than receiving the level of urgency I would expect for a newly installed system, I was quoted their customer-service standards and told they were dealing with the problem within the maximum timeframe required. I was also given excuses about them not having sufficient labour available to attend sooner. As a customer, I don't see why Marvel Heating's staffing levels should become my problem, particularly when the issue is with a system they had only just installed. While waiting for them to attend, we had to use emergency heating, increasing our electricity usage and energy costs through no fault of our own. On the third visit, the outstanding work was finally completed. You would hope that would be the end of it. Approximately one week later, I discovered that one of my carpets was absolutely soaked through. A push-fit connection from the installation had failed and leaked enough water to saturate the carpet. After everything that had already happened and considering this was now water leaking into my home from their recently completed installation, I contacted Marvel Heating immediately. Once again, the best they could offer was approximately a week before somebody could attend. I work in engineering myself. I completely understand that mistakes happen, parts get delayed and occasionally things fail. My issue isn't simply that something went wrong — it's the sheer number of things that went wrong and the response every time they did. Three visits to complete the installation. Parts not ordered. Parts still unavailable on the second visit. An unstable ASHP fitted with the wrong feet. A system error. Increased energy costs while waiting for assistance. A failed push-fit connection soaking my carpet. Then another week's wait to have that dealt with. Throughout all of this, communication has been incredibly frustrating and I've repeatedly felt like I've had to chase Marvel Heating to deal with problems arising from their own installation. I eventually put everything into a formal complaint to give the company an opportunity to properly address my experience. They haven't responded to it. Considering the amount of money involved in an ASHP installation and the disruption caused to our home, I find that level of customer service extremely disappointing. I would be more than happy to update this review if Marvel Heating finally acknowledges and addresses my complaint. Until then, based on my experience, I simply couldn't recommend them.

Edward Turner

4 months ago

Generally good, with a few issues along the way. Very friendly team. You can tell they're genuinely wanting to help you. Ours was a large job: installation of underfloor heating throughout the property plus an air source heat pump. The sales process was straightforward, informative & clear, with a sales director coming to our house to talk us through our options, explain how it works etc. This was followed by a site visit, once we'd signed up, which was undertaken by engineers who really knew their stuff. We did question whether the pump would be sufficient for our property, and Dwaine and the team insisted that it was. We have now had our first winter with the heat pump & underfloor, and it all appears to be working quite well (after a few small issues with Marvel were swift to resolve). The main negative we have found with Marvel has been communication (which they seem to have resolved since, by hiring some more manpower to head up some of the operational elements). During the course of the time we worked with Marvel, communication was a pain point, as a lot of the comms seemed to bottleneck with Dwaine, Marvel's key decision-maker - clearly a very knowledgeable and busy man. However, I understand they have recruited someone else to manage the operations in those moments where Dwaine is unavailable. Broadly, Marvel offer a good service, with some genuinely great people who work for them. With some improvements to their operational model, reducing bottlenecks, spreading accountability, they could easily be an excellent, category-leading company.

Jamie Smith

5 months ago

I was dubious about using this company, and I was right to be. On quotation I was told to build a concrete pad for the pump to sit on at my cost, the team installing it said it could have sat on the flags laid already with rubber bungs on the feet of it. Their price was competitive. As we were coming into the summer the issues with the radiators became apparent later. They weren't warming up properly, clinking, which never happened before. They came out, said they had fixed it, they hadnt, but also after their visit we lost pressure in the water, we booked in a visit for a 2-man team, because they was going to change the shocking pipework they had done when changing the radiators originally, i took a day off work and they told me I had the wrong day, and it was the next day i was booked in for. When the engineer came (alone, not a team) he said that he was only asked to do this last minute as it had been missed the day before. He came with approximately 6 tools in his toolbox, never have I ever seen a grown man take over an hour making a hole in chipboard flooring using a broken screwdriver, before asking to use my drills. Then after he done some work, as he was alone, I had to run around the house bleeding all 17 radiators whilst he watched the pressure gauge near the tank. He left at 7pm! Leaving me to sort the floor he had ripped up and scorched skirting boards..... but he came back again because he had left something off the tank which leaked all over the garage floor. Tie this in with the fact electricity has skyrocketed makes the pump so expensive, makes their whole sales pitch of "itll pay itself of after X amount of years" as so far its costs a fortune. I have refurbished my entire house.... this has been hands down the most stressful part.