Phoenix Gas Services Reviews 

Unreliable, terrible service that's resulted in a week with no heating (so far) whilst it's -6°C outside & just 6°C inside our home!
Poor/no communication, I have to chase to find out what's going on.
They send engineers out who are not qualified to touch the type of heating system we have, despite knowing what we have.
I've been waiting in a freezing house for them to turn up two days in a row this week as advised, however nobody turned up. Still no heating now!
Seriously unprofessional.
Clearly a fault of shoddy company management, I feel for the engineers no doubt on the recieving end of this disastrous organisation.

Awful service, didn't turn up for my appointment after i booked the day off, no explanation and no apology! From reading reviews i can see this is a common problem! Avoid!!!

So I am given an appointment that I cant meet..I call them to cancel and give them a new date..to wich they send another letter telling me I've missed my appointment and tell me I can be Prosecuted..I call for a second time to make another appointment and tell them I need early as possible as I need to leave at 10.20am. I called them at 9.40 worried they wouldn't have enough time..they tell me there have been emergency and unable to attend..shocking service and lack of communication my time is important to..let your customers know if your not going to attend..its so easy

The most shocking gas company I have ever known in my life they were supposed to attend my property last Monday to uncap my gas and didn't show up,Tuesday they finally come central heating was having issues to the guy had to manually sort the radiators out everything seemed OK,how wrong was I Wednesday morning came no heating in the house at all they were contacted and given 24hours to he out as a disabled child lives here,Wednesday evening the boiler starts leaking shock noone came out Thursday someone was booked to come out between 5-8 noone showed up,and still here I am on a Monday evening still waiting for them to come out even after given me a time today yet still noones showed up,Your a disgrace and just as bad as liberty gas this will be taken further with solicitors and the media!!

Unprofessional and unreliable.

Awful at arranging appointments.

They send a letter with a prearranged appointment and tell you to ring to make another if you're unavailable on that date. But despite ringing and emailing, they ignore your wishes and just turn up on anyday and leave a threatening card in the letterbox.

Very unprofessional and Unreliable.

They have failed my vulnerable, elderly uncle who lives alone.
He had been without heating for 10 days. Failed to turn up on numerous promised days.
Spoke to contracts manager Stuart who gave his word that they'd be out. Spoke to another man who told us he was on his way.
10 days we have been fighting with this company to get his heating fixed.

Great customer service. I had a new boiler fitted from Phoenix and took out a 3 year annual service plan. The engineer arrived on time for the appointment, was friendly and did a good job.

Made me wait home 3 times in row didn't come at all leaking radiators for over 2 weeks because engineer broke them housing association tenant EMH HOMES.
PHOENIX GAS have no respect who is going to pay for my time off work and studying.
This isn't the first time.
Now 16th October 2024 they reply saying they are sorry but my housing association had to raise the job for another contractor to come because phoenix gas refused saying they wasn't going to attend because of my attitude.
They couldn't tell me why the engineer did not attend then they started sending me letters from the past to make it look as if I missed the appointments then also received threatening letters for annual gas check.AVOID THIS COMPANY THEY WILL JUST STRESS YOUR HOUSEHOLD OUT THEN START TO PROFESSIONALLY COVER THEYRE TRACKS

I have used this company for 5 years now I even had a 3 year maintenance contract with them they always come on time very professional fitter very pleasant and well pleased with his work

Excellent service, fitter arrived on time, was polite and set about his task of servicing our appliance.

Excellent service, arrived on time and carried out boiler service with a thorough check. Friendly engineer, easy to arrange appointment at a suitable time.

You get them booked in on the dates they give you, but no one turns up.

Failed to visit my mother in laws on Friday 16th for a “booked” annual inspection (13.00 - 17:00) and could not be bothered to return my call after leaving a message on the same Friday at approximately 16.10 … I hope they pay more attention to detail when working on appliances !
Service has been rescheduled for Thursday 5th arranged through EMH, hope they turn up … fingers crossed

Van driver tailgated me for miles on the A49 in Shropshire. Deliberately aggressive and highly unprofessional. If that's how they drive, I hate to think how they treat their customers.

Terrible at arranging appointments. They send a letter with a prearranged appointment and encourage you to ring to make another if you're unavailable on that date. But despite doing so, they will still turn up on the original day they arranged, knock the door, and leave a threatening card in the letterbox when you obviously can't answer. Very unprofessional.

I rang emh homes to report my gas was capped off phoenix gas engineer turned up spent 1hr 30 mins to put my gas on left said it was OK only for 2 hours later to pack in again I phoned emh homes back who told me a engineer would visit again on the Sunday off last weekend he came and said we need to order you 2 parts and it would be done in 24 hours 7 days later I've still not got hot water or gas and told I've got wait till next Tuesday further more I'm registered disabled and they couldn't care less I treated with no respect and the lady put the phone down on me my advice avoid this company.

Awful company rude unprofessional never turn up when they say they are. Tell you that they are coming in the morning turn up in afternoon despite being told not too or harassing you will non stop calls then tell lies and send threatening letters and when the so called engineer turns up the so called boiler service lasts about 2 mins and just taps on the boiler and checks alarm and says everything is fine and goes. Total bunch of cowboys chosen by a useless housing Association

Due to your incompetence I have had a solicitors letter about my annual gas check one visit your engineer failed to read his notes and I had requested a hour call before arriving second visit the same except engineer said his computer had broken and couldn’t get any messages up how convenient you have just taken over from liberty gas who were useless by the reviews you have I would be extremely concerned I have contacted emh on this matter and have made such a generous offer of compensation of £10 they are having a laugh you really do need to start putting your customers first a good company is built on recommendations and for what I have seen on here lots wouldn’t recommend you which is very concerning

Appalling company.
I had a gas leak from my boiler last week, once Cadent had capped off the gas supply (which they did within an hour of reporting it), an engineer from Phoenix arrived to check the boiler (several hours later). He was a surly & unpleasant man, who told me the leak was miniscule but because I had reported it they were duty bound to carry out work. It was like he was blaming me for reporting such a tiny leak and I was putting him out. He then told me I'd receive a call the next day to complete the work. Nobody called. On Thursday I reported this to Newark & Sherwood Council and they sent a message to Phoenix for them to call me urgently. It's now Monday and still nobody has called me, I'm still without gas after a week.
Yesterday after very heavy rain, water got into my boiler, resulting in a torrent of water coming out the bottom of the boiler. Being the weekend I called the out of hours team at the council, they told me a Phoenix engineer would be with me within 24 hours. Well over 24 hours later, nobody from Phoenix has bothered to turn up. This is disgraceful.
I don't know if heating engineers have a legal obligation to attend emergency calls, but if they have, then this bunch of cowboys have broken the law.

Update 28/05/24
I phoned the council this morning, they called Phoenix who told them I wouldn't have an appointment for another week. The council persuaded them to visit me in the morning, however tonight after a light shower, I once again have water cascading from my boiler.
If Phoenix had done their job and attended yesterday as instructed then this second flood might not have happened.

Cowboys.

We had our annual council gas check today and the council use this company. addie(sorry if I spelt name wrong),who works at our local branch(which is Oldbury),went about professional and made sure everything was safe.if only everyone was as professional and safety conscious as addie was. A credit to the company he works for and a really pleasant guy, explained what he was doing and the reasons why. Would give addie ten stars if I could