Hug Boilers Reviews 798

AVOID, they are absolute rubbish at installing viessman, they have left me 4 times with a broken boiler, DO NOT USE THEM

All good up to your 5 year service plan then they want cash but the sting in the tail is you only get 4 years service and it’s like that with them all they say, avoid or don’t take out there plans as it’s a con and they answer with the usual rubbish thinking the customer is stupid, pay for 5 get 4 no matter how the company dress it up

2nd time I have used Hug Boilers and again I have been impressed with their service and aftercare.
Salesman explained each stage and dates and they did what he said would happen on the dates. I will use again.

I received a competitive quotation on line for a quality boiler.
The office staff were then easy to deal with and were supported by a quality installation engineer.

We had a new boiler fit 9 years ago. The installation was really good. It’s been perfect ever since had the service done by them every year. But this year they let me down not turning up to do the service Excuses so unfortunately I have to go else where for my service. Which is a shame after good service all this time.

I have been let down on 4 occasions in the last 2 months, for the annual service on my boiler, which was purchased and installed by HUG

Poor communication, poor response, poor resolution, poor customer care

Very good service no hassle no pressure Jason the sales guy was brilliant
Very good price
Paul the engineer who fitted the boiler very good clean and tidy answered any questions arrived on time *****

poor and incomplete installation.
poor Health and Safety standards.
poor after care service.

The website was easy to navigate, and ordering was straightforward. Had my boiler replaced and fitted by Luke a couple of days ago; he did an amazing job from start to finish. Really took his time setting me up with the Viessmann and the wireless thermostat app. There were issues connecting to the apps on iPhone, but it connected more quickly on Android. My current boiler was leaking but just about working, and installing it was delayed due to difficulty finding an engineer qualified to work on LPG boilers, which was further hindered by adverse weather conditions (Luke was snowed in). My only negative, hence 4 stars, was the poor communication: I never received an email confirming my purchase, and I had to chase up to see what was happening. That said, I have a lovely new boiler, which was cost-effective and installed excellently by Luke. Luke was knowledgeable about the boiler, friendly and super helpful. Thank you again, Luke!

We had a new boiler fitted in between Christmas and New Year due to ongoing problems with our old one.
I got some quotes before Christmas and Hug boilers was one of them.
I spoke to Jason, he knows his stuff and was so helpful, I was so impressed with his attention to detail.
I contacted Jason on a Sunday as our old boiler decided to stop working. He called me that evening and within 2 days we had a new boiler fitted.
I am so grateful, the parts were delivered the day before and Craig the engineer who fitted it was here the next day on time. He explained everything so well and was great.
Big shout out to Jason and Craig and all the team who work for Hug boilers, they are fantastic!

the new boiler install went very well , tom, the gas engineer was professional and courteous , did a great job, very happy with boiler install and new boiler , many thanks

Jason couldn't have been any more accommodating and knowledgeable. He made the whole process a breeze. I would highly recommend their services to anyone.

Excellent, polite, professional service received from Chris. Would highly recommend eveything was an easy process from start to finish

Really pleased with the service I received from Hug, the installation was planned in quickly and after care was fantastic. Highly recommend this company

Recently had my boiler installed by hug and dont have a bad word to say. The fitter was really helpful and answered all of my questions and cleaned up after himself. The office staff were very helpful and pleasant to deal with. Would definitely recommend!!

My boiler was serviced by a HUG engineer on Friday morning as per agreement. I was promised that he would be at the house between 08:30 and 09:00, I opened my kitchen blind at about 08:05 to find a HUG van parked on my drive with the engineer, patiently and quietly, waiting for us to get up ! Amazing!! The gentleman declined the offered cuppa and got straight on with the job of servicing the boiler. He was quick, clean & tidy, courteous, completed the job, signed off the paperwork and was off on his way to the next job by 09:00.
To HUG management team I would like to say this: your Service engineer this morning has earned you 2 more stars. I would still like to know why I waited in all day with no communication coming from your Engineer or office ? There are clearly issue with your Operation and Control systems that need addressing and I hope you will listen to the people out on the road.

So having just spoken to one of HUG's Customer Service Managers who was very understanding of my position and disappointment. I now have an appointment for my boiler service on 12/12/25 and am booked, as the Engineers first call.
Neil (the Customer Service Manager) apologised and said that there service yesterday was below the standard that he expected from his team.
As I told him I fully appreciate that, when dealing with these kind of job's, members of the public, and pre Christmas traffic, sometimes jobs run over and time can get away from you. It was simply down to poor communication that irked me.
If all goes well on Friday morning, I will update and upgrade this review further. Thank you Neil for your understanding and desire to make things right for me,

Last year I tried to arrange the second service for our new boiler (fitted in September 2022 by H.U.G.). In 2023, I rang HUG a month before the fitting anniversary and got an appointment just after the 12 months service interval was due. All fine, no problem.
So again in 2024, I rang and tried to book for the 24 month post fitting service only to be told they couldn't service the boiler till March this year (2025), over 5 months after the due date. Not ideal, at all. I was however assured that the delay wouldn't invalidate my warranty.
So now this autumn I rang on the 1st of September to book my appointment and duly made an appointment for today the 9th December 2025.
I rang yesterday and confirmed they were still going to come. Yes, they said you are the engineers 4th call, so he should be with you by lunchtime.
Lunchtime came and went no sign of an engineer, so I rang again at 2:00p.m. Yes he was still coming, I was now his 5th call of the day and was coming to me next.
At 4:00p.m. I rang again, the young lady said she would ring the engineer and find out where he was and ring me back.
16:40 I rang back again the young lady who answered the call put me on hold, while she tried to contact the engineer, but he wouldn't answer his phone. She didi offer to make me another appointment but having sat in all day waiting for the missing service engineer I was unwilling to commit to waiting in for another day without speaking to someone in the company with the authority to make sure that the appointment would be kept promptly.
I will attempt to speak to a Manager tomorrow and will update this review after I have spoken to someone and had my last Service Plan service.

Had the boiler installed 2 and a half years ago. I also pay the monthly fee for the service and repair plan. For the last four weeks we have had no heating. Called and was put through to nest helpline in the USA they couldn’t help went back to HUG who put me through to USA again still couldn’t help. Called again told an engineer would be out that week on the morning engineer was due,I had a phone call saying he wasn’t coming but someone would be with us in a few days,still no engineer turned up. Called numerous times to be told they only have one person who could come out and he wasn’t available,asked to speak to a manager none in today was the reply. Holly the lady on the telephone line has been fantastic and tried to help and explain where she could,however she is not an electrician or engineer. So while it has been 4 plus weeks in temperatures below freezing where we live that’s me who is disabled and my 80 year old dad who is also disabled we are still without heating. Do I pay my own electrician to come and fix it and send the invoice to HUG?. And still had no response from a manager or engineer. Why am I paying for a service and repair plan? I have already incurred charges from call out fees from my electrician who told me what the problem was. But because I have this plan in place I don’t think that I should have to pay someone else.
Really not impressed. HUG need to change their message when waiting on the phone. We really don’t feel like we are in the HUG family !!!!

Polite and friendly staff and fair pricing with a good change of products.

I was able to talk to their advisor and was able to get the right advice to supply and fit the new recommended boiler for my house.Their gas engineer traveled 3 hours to my home and completed the work that day.I was impressed by the professionalism of ALEX who did the work with no problems.

HUG boilers did a very good job of installing a Viessmann combi boiler 5 years ago and have had it serviced by HUG each year. It is an annoying fact though that the lead time for booking an engineer is seriously poor - we are talking of 12 weeks plus!
To add insult to injury the customer service is sadly lacking. I have no issues with the engineers - they do a great job but customer service needs a real shake up. They don't text or ring to remind you that an engineer is due to call on your agreed date. I had to phone to confirm that an engineer was going to call and what approximate time they would arrive.
The engineer never showed and I didn't receive any kind of communication from the 'customer care' team apologising for the no show.
Sorry HUG you are not as smart as you think you are. Despite a promising relationship you are not professional enough for me.
FIVE STAR for installation and engineer professionalism.
ONE STAR for customer care.