Hug Boilers Anmeldelser 798

Booked an installation with Hug Boilers and arranged for installation a couple of days afterwards.
Communication was minimal and then got some whatsapp messages. After sending photos the price went up but I accepted this.
The day before installation I received no confirmation so chased it up. Was told rhe engineer would be there between 0800-1000 but it just didnt feel right.
On the day of installation got a call at 0930 stating that the engineer had a blow out and couldn't come. Was told that the next date he could come out was in just under two weeks time. At this point I had no hot water and heating. I asked them to refund the money so I could order with someone else. They said I had to email in which I did immediately.
I checked on their website and was theoretically able to book for an installation the following day or any day within the next 5 days.
After 5 working days I had not received the refund!!!! I chased it up and they said there was an error. I provided my bank details and they did it that day allowing me to order with someone else.

It was clear that they were not able to fulfill the delivery date that they promised. They allowed me to book this date and lied about the blowout. Despite telling them I had no hot water and a family member with a health condition they said there was nothing they could do. Despite this I would have been able to "book" an installation for the following day via their website. I wonder what excuse they would have given if I had done this.

Clearly an incredibly poor service and when a company are telling lies I wouldnt trust the quality of the install or the aftercare. There are plenty of other companies offering the same service. Go elsewhere people and avoid Hug.

We have had the boiler now for 2 years and was told when installed 5 years free service on boiler 1st year spent 3 months chasing a date up and got no information on ever getting it serviced this year we have been given 2 dates one of which they changed and we have sat in waited all day one of the days taken off work phone calls never replied to us and still no service so the 5 year boiler service is a joke it doesn't exist I have lost a day's pay and sat in all day over a period of 2 days😡😡

I was rang by Jason with regard to a new boiler, he was polite informative and professional.He explained the best size boiler which would suit my house, I actually learned a lot about boilers from him.
I was unsure who to use but after the call from Jason my mind was made up and I ordered the boiler through HUG.
The installation took place on Monday 30/3/26 which had been organised by Jason whilst I was on the phone to him.
Craig turned up on time started work straight away and completed the work within 3/4 hrs.
Once he had completed the installation he explained how to use the boiler filled in forms required.
So far everything is fine and working well.
I have just received the 12 yr warranty from Viessmann by email, just as Jason explained.
I am very pleased with the whole process and would not hesitate to use HUG again, although I hope I won’t have to for a number of years.

Very pleased with the service we have received from HUG. Chris(surveyor) visited us explained everything fully. We decided to go ahead with the quote on a Friday and by Tuesday the following week the boiler was installed. Luke the plumber was very professional, courteous and helpful. A day's work well done.
Highly recommend
Paul and Veronica

I am writing to express my concerns regarding the recent installation service provided by HUG. Initially, my experience with Jason, who booked the job, was positive. I was informed that the installation would take place on Thursday, March 12th, and Friday, March 13th. However, I received a call on Wednesday, March 11th, notifying me that HUG could not proceed with the work on Thursday, but assured me that everything would be completed on Friday, despite having paid for two days of service.

On Friday, the installation team arrived late due to receiving the wrong postcode from HUG. I later learned that the engineers were outsourced rather than HUG employees, which was surprising since I believed I was engaging with a fully in-house team. Moreover, the detailed job specifications I provided to Jason were not communicated to the fitters, which led to them rushing to complete the work within a limited timeframe.

The job included:

Removal of the old boiler and installation of a new one in a different location
Installation of a new waste pipe leading outdoors and burying it with lime
Fitting a new radiator in the ensuite
Relocating a radiator in the kitchen
Water feed to a location were new fridge will be installed
While the engineers who worked on Friday were excellent and did as much as possible under the circumstances, they were unable to dig the hole in the garden and add the lime, which was part of the contracted work.

I was informed that an electrician would be scheduled to move the thermostat and power to the new location. However, after waiting for a considerable time without any communication, I reached out to HUG myself. The electrician arrived over a week later and, after two attempts—spaced weeks apart—was still unable to link my boiler to my two Hive thermostats.

On March 26th, I received a WhatsApp message from HUG asking if they could send an electrician the following day, but I was unable to accommodate that timeframe. As of now, I have not received an alternative date for this visit, and I am left with a boiler that has to be turned on manually, plugged into a socket. Additionally, I have taken four unpaid days off work due to these unresolved issues.

Given this experience, I cannot recommend HUG and would advise others to seek local companies that utilize their own staff, as I initially believed I was doing.

Im in the middle or reporting the matter to trading standards

A great experience with HUG. Chris their surveyor went out of his way to visit late evening to give me a quote for a Viessman boiler and new radiators. Very reasonable price and long guarantee and servicing. Days later Scott and his team arrived to install and worked very well and cleanly and all were great people including the young ones. Thanks to all

Paul turned up promptly, identified issues relating to best way to fit the boiler and discussed them with me then went ahead and fitted the boiler without losing any time.

All done and working again about half a day later.
Very helpful.

The boiler installation went smoothly from start to finish. A big shout-out to Rachel in customer service; she was amazing at addressing our many concerns and uncertainties, ensuring everything was handled perfectly. Our installer, Tom, was brilliant. He was incredibly professional and efficient. It even happened to be his birthday, and we were so glad we could share a piece of cake with him!

i wish i could rate this company negative. I had an amazing experience with company in the past until most recent installation. What a mess this company has turned into. While installing boiler, Engineer named Paul damaged waste pipe which lead to kitchen ceiling damage. it took 5 trips for an engineer to start the boiler, i am not sure if Hugboiler buying cheap/faulty and installing. Even till to date their electrical engineer never turned up to install thermostat. Customer Service has no understanding what is called empthy. I lost 3 weeks rent, paid 2K for boiler and also ended up paying for plumber to fix the toilet. i would recommend staying away from this company.

Really reliable and delt with all my issues straight away, Had new boiler in 24hours

We had a new Viessmann Vitodens 100-W system boiler installed on 02/2026 just over a month ago by HUG. The engineer was did a great job on removing the old boiler and installing the new one with very little mess. So far we are very pleased with the installation and boiler which is efficient, modern and easy to use. The hot water throughput seems higher than our old boiler, domestic hot water and radiators both heat up very quickly, and it is WiFi enabled so checking on how the system is functioning is easy through the app. When running the boiler is quiet compared to other makes of boilers we have had. The 12year warranty and 3 year free servicing is great.

My boiler was sorted really fast and efficiently. The place was left clean and tidy. Communication was brilliant and the engineer arrived in a timely manner.

Quick, professional work performed under the load of a gravity system on a combi boiler. I can wholeheartedly recommend this company. I am very satisfied.

I was very happy with all the people I dealt with but the new gas pipes seemed too small and not at all as they should be.
I asked for them to be checked over and after Luke redid them yesterday I have to say I am very happy with the service.
Chris also has been a huge help and always there to deal with any problems

DO NOT TAKE A SERVICING PACKAGE!
Annual servicing has to be booked months in advance,
day of servicing engineer can't start his van. Servicing re- booked. This time the engineer phones in sick. Asked for refund.......no can do! Servicing re-booked.
Can't wait to hear the next excuse!!

Had several quotes and opted for Hug.
(1) No hidden extras, everything included in the quote.
(2) A home visit with a gas engineer to discuss choice of new boiler, and a full survey regarding the refit. Also arranged a date of our choice for the refit.
(3) A local Gas Safe engineer (Craig) installed the new Viessman boiler. All aspects Craigs work could not be faulted. It was a long job, and after he had finished (apart from the new boiler) you would not know he had been.
(4) A qualified Electrician fitted the new Thermostat.
agin no fuss or mess.
(5) Hug dealt with all registrations including Gas Safe, and all warranties, plus a 5 year annual service with Hug.

My initial conversation with Jason was helpful. However a few mix ups with the installers. Mistakingly still went ahead. 3 years ago. In Feb 2026 had issues. Told to call the office. Call never returned 3 times. Called local boiler people who said call worcester bosch as have 10 year warranty. Worcester bosch said it wasn't fitted correctly. Still no response from hug boilers. So altho under warranty they wouldn't fix it. Had to call plumber again. So cost me £300 to correct it . Worcester bosch then fixed it. But without heating and hot water for 2 weeks!! Not happy at all with lack of help from hug. Would not use them again!!!

All very good from start to finish can't thank these people enough, a big thanks to Chris who sold me the Viesmann and yeah up to now a very good boiler not pushy and was courteous all the way through, also Craig the fitter another nice fella and Paul the spark brilliant oh and not forgetting the ladies on the other end of the phone very polite and top job!!! I would give hug Boilers 10 outta 10 and would recommend these people all day.

Every thing was done and sorted without any fuss or mess

I’m very impressed how the whole process went.
From the telephone enquiry, survey and the installation was all done and dusted with in a week. When completed I received the Viessmann 10 year warranty and the gas complaint certificates. I would recommend Hug anytime.