Western Fuel レビュー 

Western Fuel からの回答

2025年11月11日

Good Afternoon Heather,

Thank you for your kind review. We are delighted to see that you continue to be impressed with Matt's servicing and helpful approach. I have passed your lovely feedback onto management. We look forward to your next boiler service.

Have an excellent day! - JW

Western Fuel からの回答

2025年11月6日

Good morning,

Thank you for your kind review. We are delighted that you were impressed with our speedy delivery. We always try our best to help our customers as quickly as possible when they run out of oil and are glad we were able to deliver to you promptly.

It is great to see that you were pleased with the service from our office staff and driver. I have passed on your feedback to management. Thank you for your continued support. We look forward to your next delivery!

Have a fabulous day! - JW

Western Fuel からの回答

2025年11月6日 に更新

Good Morning,

Thank you for taking the time to share your feedback. We’re sorry to hear that you were dissatisfied with your recent experience.
We understand your concern regarding the difference in pricing between our website and our telephone orders. Our online pricing is automated and allows us to group deliveries efficiently across the areas we cover from our seven local depots. This helps us offer the best possible value at that time for customers placing and paying for their orders upfront through the website.
Telephone orders, on the other hand, include a more tailored service based on pricing on the day to suit individual requirements and busy schedules. These orders also carry additional operational and administrative costs, including credit terms and staff input, which are reflected within the pricing.
That said, we always aim to be as fair and competitive as possible, and we’re more than happy to review pricing where we can to help our customers.
Thank you again for your feedback — it helps us continue improving our service. - JW

Western Fuel からの回答

2025年11月6日 に更新

Good Morning Matt,

Thank you for taking the time to share your experience with your recent tank installation. We’re pleased to hear that the installation of your replacement tank itself went well and that you were happy with the work.
We’re extremely sorry, however, for the experience you had with the follow-up communication. Please be assured this isn’t the level of service we strive to provide. Unfortunately, as your account was newly set up, the deposit payment wasn’t correctly allocated to your final invoice, which triggered the automated payment reminder email.
We fully understand how frustrating this must have been, especially after you had settled the balance so promptly. We’re currently reviewing both the process and the wording of these reminder emails to ensure this doesn’t happen again and that our communication is clearer and more considerate in future.
Thank you again for bringing this to our attention — your feedback helps us improve the service we offer to all our customers. - JW

Western Fuel からの回答

2025年10月23日

Good Morning,

Thank you for your kind review! We pride ourselves on customer service and are pleased you were happy with our driver, prompt delivery and ordering process. Thank you for recommending us. We look forward to your next delivery.

Have a great day! - JS

Western Fuel からの回答

2025年10月23日

Good Morning John,

Thank you so much for your lovely review! We are delighted that you have been impressed with our price and delivery drivers. Thank you for your continued support. We look forward to delivering to you again!

Have a great day! - JS

Western Fuel からの回答

2025年10月17日

Good Morning,

Thank you very much for your lovely feedback. We pride ourselves on our customer service and are delighted to see that you appreciate our communication and our drivers. Thank you for recommending us. We look forward to your next delivery.

Have an amazing day! - JS

Western Fuel からの回答

2025年10月17日

Good morning Greg,

Thank you for your kind review. We are pleased you were impressed with our driver and service!

Have a great weekend! - JS

Western Fuel からの回答

2025年10月13日

Hi Jon,

Thank you for your kind review! We are pleased to see that you were impressed with your Rayburn service by Mark and Harry. I have passed your lovely feedback onto management. We look forward to your next service.

Have a great day! - JS

Western Fuel からの回答

2025年10月13日

Good Morning Susan,

Thank you very much for your kind review. We are delighted to see that we have never let you down and that you were impressed with Matt's service! I have passed your lovely feedback on to the team. We look forward to your next boiler service.

Have a lovely day! - JS

Western Fuel からの回答

2025年10月2日

Good Morning Linda,

Thank you for your lovely feedback. We are pleased that you were impressed with Harry's knowledge and efficiency. I have passed on your review to Harry and the management team. We look forward to your next service!

Have a great day! - jS

Western Fuel からの回答

2025年10月2日 に更新

Good Morning David,

Thank you for your kind review! it is great to see that you were impressed with your engineer. I have passed your feedback onto management. We hope to service your boiler again next time!

Have a lovely day! - JS

Western Fuel からの回答

2025年9月2日

Good Afternoon Mr Nicholas,

Thank you for taking the time to share your feedback. We’re sorry to hear that you were dissatisfied with your recent experience, and we’d like to clarify a few important points regarding the service carried out.
Firstly, the original quote provided for the annual service charge was correct and in line with our standard pricing — this included the standard service labour rate and any serviceable parts typically required are always added on top as the parts required vary on each service.
However, while our engineer was on site, it became clear that the boiler — a Navien model — required additional time to complete the work effectively due to a blockage within the system. Also, you're likely aware, parts for Navien boilers are significantly more expensive than average, and this contributed to the overall increase in the final bill. All parts used were strictly necessary for the service and were not outside of what would be expected for a comprehensive annual service on this type of unit.
Additionally, the engineer identified a separate fault that should be covered under the manufacturer’s warranty. This was communicated directly to the tenant at the time, and the matter was also documented and logged on our end accordingly to be passed back to the agent dealing with your property. No work outside of the service scope was undertaken in relation to the faulty component.
As for the labour charge, the only additional cost beyond the standard service rate was due to the extended time required to ensure the tenant was not left without heating or hot water — something we considered essential. Despite the work continuing well into the evening, we charged only our standard hourly rate, with no emergency or out-of-hours surcharge applied.
We understand your concerns regarding authorisation; however, at no point was the tenant asked to authorise any major or chargeable work beyond the scope of the agreed service. All additional work was directly related to the servicing itself and ensuring basic functionality for the tenant. As this was booked through an estate agent the engineer had very limited contact details to get any go ahead outside of office hours.
We always strive to be transparent and fair, and we are sorry if our communication did not meet your expectations in this instance. Please rest assured that we take customer feedback seriously and will continue to review our internal processes to ensure clarity and satisfaction for all parties involved.

Thank you - JS

Western Fuel からの回答

2025年9月2日

Good Afternoon Peter,

Thank you very much for your kind feedback! We are pleased that you were impressed with your boiler service. I have passed your lovely message onto Mark and the management team.

Have a great week! - JS

Western Fuel からの回答

2025年9月2日

Hi Sarah,

Thank you so much for this lovely review!
We are delighted that you have been impressed with our fuel deliveries and Aga servicing! We pride ourselves on customer service so it is great to see that you find our team helpful! I will pass your kind feedback on to Matt and the management team. thank you for your continued support.

Have a lovely week ! - JS

Western Fuel からの回答

2025年7月29日

Good Afternoon,

Thank you very much for your kind review. Our engineers are OFTEC qualified and really know their stuff. We are delighted that you were impressed with Matt. I have passed your kind feedback onto him and the management team. We look forward to your next service.

Have a lovely evening! - JS

Western Fuel からの回答

2025年7月31日

Dear Mr Dalton,

Thank you for your review and we apologise that you feel our service did not meet its normal high standards. One of our managers is reviewing the delivery and will contact you over the coming days to discuss his findings. I would like to add at this stage as you ordered directly with BoilerJuice it is difficult to liaise directly as you are their customer and not ours, I fear this has not helped this situation. We hope after your call you will consider using us directly in the future. - JS

Western Fuel からの回答

2025年6月30日

Good Morning Penny,

Thank you very much for your kind feedback! Our OFTEC qualified engineers are very knowledgeable and do their best to be as efficient as possible. I have passed your words onto Harry and the management team. We look forward to your next service!

Have a lovely day! - JS

Western Fuel からの回答

2025年5月28日

Good Afternoon Peter,

Thank you for your lovely review. We aim to make it really simple for our customers to maintain their heating system and are delighted that you were impressed with our services and our in-house engineers. We are pleased you feel the reassurance that your boiler is ready for the colder months and that we are on hand to help if you need us. I have passed your kind words onto the team.

Have an excellent day! - JS

Western Fuel からの回答

2025年5月12日

Thank you very much, Mike!

Have a nice day! - JS