BeSure Group Reviews

Serious gas safety failure – no accountability even after formal complaint and investigation We had a boiler installed by this company, which resulted in a major gas leak the same night—so severe that we had to evacuate our home at 2 AM with our newborn baby. The National emergency gas engineer classified the situation as “immediately dangerous” and capped off our supply at approx 3:30 AM. This was a life-threatening failure, caused by substandard installation. We reported the incident to Gas Safe, who are now conducting their own investigation. Despite raising a formal complaint, the company minimised the seriousness, offered just £100 and a future boiler service, and has refused to admit any responsibility. They stated in a long awaited replay; ‘We are sorry that your experience has led to such a strong reaction, and we take your comments seriously. That said, characterising our business as a “life risk” does not reflect the level of care and professionalism we strive to provide, nor the actual course of action that was taken in your case.’ I would like to know and think you should make it clear to all future customers that, in your professional opinion, what is an acceptable level of gas leaking from a newly installed boiler for it not to be considered a risk to life? This is not a rhetorical question—we would appreciate a clear response, given your company’s current position. We were told on 20th June that the matter was passed to a manager, who would call us that day. It’s now July and no one has contacted us. We made a complaint in my partner’s name, and despite being told multiple times that someone would call us back, no one ever did. We’ve been completely ignored. Now I’m having to escalate it myself just to try and get a response. We’ve also asked multiple times for them to correct the name on our warranty documentation — they’ve failed to do that too. This company has shown a shocking lack of urgency, professionalism, or basic care — even after being told a newborn had to be evacuated due to their mistake. Do not trust this company with your safety or your home.

Condemned boiler, needed a replacement quickly. Went through Boiler Guide and after comparing quotes and reviews went with BeSure. Service was excellent. Charlotte on the phone was great and Andrew installed the boiler today was extremely efficient.