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Hi, We’re sorry for the frustration this caused. Although our engineer arrived promptly, we understand how disappointing it was to find he couldn’t carry out the work you needed. At the time of booking, we weren’t made aware that the issue involved a heat pump requiring a specialist. We’re sorry there was a misunderstanding about the nature of the job. Our customer service team has since worked with you to resolve the complaint. Thank you for giving us the opportunity to address it. — Rosie, Emergency Hero

Hi Serkan, If your NHS discount was missed, please contact our customer service team so we can check and correct this. Your £360 payment covered the call-out and first hour of labour, so you didn’t need to pay the engineer again for that time. During booking, we explain that all payments, including any additional labour, should go through Emergency Hero. We’d like to check why the engineer requested a further £180 and whether this covered additional time. Please contact our team with the payment details so we can investigate. - Rosie, Emergency Hero

Thanks for your lovely review! 💙 Great to hear your Hero arrived on time and kept you in good hands. We’ll be sure to pass your kind words on to the engineer. - Rosie

We’re so pleased we could get a Hero out to your aunt quickly 💙 Thank you for trusting us to help — we hope she’s keeping well. - Rosie

Thanks for your lovely feedback! 💙 We’re pleased Aslam could help the same day and did such a thorough job. We’ll make sure your kind words reach him! - Rosie

We’re sorry you feel let down. Our pricing reflects an emergency call-out service, with charges explained at booking so customers can decide before proceeding. We take our service commitments seriously and would like to understand which part of your booking you feel wasn’t delivered. Please contact our customer service team with your booking reference so we can review the details and address your concerns. - Rosie

We appreciate that emergency call-outs can be a significant expense. Our pricing reflects arranging an engineer at short notice, and charges are explained before booking and agreed before we proceed. We make those costs clear so customers can make an informed choice. - Rosie

We’re sorry you were disappointed with the wait and felt the work took longer than necessary. Our emergency call-out charges are explained before booking, but we also want customers to feel the service represents fair value. We’d like to review the arrival time and the engineer’s record of the work to understand why two hours were needed. Please contact our customer service team with your booking reference so we can look into this properly. - Rosie

We appreciate you cancelled shortly after booking. By that point, we had already processed the booking and instructed an engineer to attend. Although our cancellation terms allowed for a higher charge, we reduced this to £50 to reach a fairer outcome for you while recognising the work already carried out. The charge related to the work carried out on your booking and engineer sourcing prior to your cancellation, not to processing your refund. - Rosie

Just what we like to hear! 💙 Thanks for choosing Emergency Hero — glad we could help so quickly. - Rosie