Karen Wright
1/5
I contacted the group on 3/8/21 as our air source heat pump had broken. Initially I was extremely impressed as Michael visited the same day and made a diagnosis and stated he would send for the part required.
Approximately 4 weeks later, Reece came to fit the part, however Daikin had sent the wrong one, so the correct one had to ordered again. ( At this point we had no hot water or central heating still) Not their fault, frustrating but understandable. Approximately 10 th September while away for a few days Michael contacted me and said the part had arrived, however they couldn’t fit it because the person who would be doing the repair was on holiday, but would fit it the following week, again frustrating but had no choice but to accept this… even though it was driving us mad with no hot water and some weekends we had 5 adults in the house when our children and partners came to visit/ stay.
On the last weekend of September I still hadn’t heard when the repair would be done. I rang Michael on the Saturday and he told me that it would be done on the Monday and he would get Reece to contact me to confirm. Monday arrived but no contact had been made, sent a message stating I was in and what time would he be arriving, I was told that it wouldn’t be Monday as Reece was working elsewhere and wouldn’t be back in time. Everyday I sent a message to say I was in and would anyone be attending. ( we were going on holiday on the 1/10/21 for 18 days so I didn’t want to come back to a freezing cold house and no hot water and then have to start arranging for a repair… I was desperately regretting contacting the forde group at this time, but it was too late to now find anyone else.
By Thursday morning I was so stressed out with the situation ( still no hot water for a shower/ bath or even a wash) and being reduced to tears on several occasions I sent Michael a voice message and also a text message asking him to be honest with me and stop stringing me along…. Was I going to get my boiler fixed before the 1/10/21? He sent a text back approx 2 hours later stating that he was too busy and advised I contact Daikin !!
9 weeks of our time completely
Wasted, 9 weeks of having to trail up and down our garden to a small electric shower we had ( thank god) because had we not had that we would have had 9 weeks of boiling kettles for a wash every day!! And at the last hour I am told it won’t be fixed!!!
The following morning while packing our van to leave, Michael rang our house phone ( by mistake) and my husband was told by him that Daikin had sent the wrong part again… something which was never said before, other than the first time. I believe this was a blatant lie to excuse the shocking lack of customer care. There have been many lies told, all to fob us off.
We now have it mended by a more reliable company, who attended while we were away and fixed the issue within 4 days of calling them. To say that these are a small family
Business, you would think they had some customer care values, because decent family businesses do not treat people like this.
The issue with our air source heat pump was resolved in under two hours, yet after waiting over 9 weeks and being promised many times, the forde group could not manage to deliver 2 hours of assistance.
Having a small family business ourself, I thought long and hard about leaving this review, this is not something I would generally do as mistakes can be made, as long as they are rectified, or attempts are made to rectify them. But to leave us with no hot water/ heating for that amount of time, knowing ,probably, that they had no intention of dealing with it is unforgivable.
They sound professional, but their actions are far from it.
