Hug Boilers Reviews 

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.

Brilliant compony very helpful and efficient

HIGHLY DELIGHTED AND DEFINITELY RECOMMEND.
From the representative visiting to provide a quotation, to the fitter Johnny installing our new boiler everything went so smoothly. Good communication, easy payment links for deposit and final payment.
Extremely happy with the installation service, Johnny was so polite and friendly, great at his job, explaining fully how the system and thermostat worked.
We are so pleased we decided to go with Hug Boilers.
THANK YOU SO MUCH

Great experience from the start to the finish .
Expert advise , competitive price and no hidden costs or surprises.
Brilliant engineer called Alex .Very knowledgeable,professional, helpful and efficient .He went above and beyond to help.
Thank you from a very satisfied customer . I would highly recommend .

Craig, the Engineer, was most professional and clearly experienced in boiler installation. He was very efficient, causing minimal disturbance during the installation. He was also amiable and helpful, The overall service from HUG has been first class.

We replaced our old boiler with a Viessmann from HUG last year. The boiler came with a service plan. We contacted HUG and arranged for the engineer to come and service it last month. On arrival the individual introduced himself and was very polite and professional throughout the visit. I have awarded HUG and the engineer five stars as the service from start to finish was exceptional, thank you.

My boiler was inspected and found to be unsafe, I went onto the boiler guide and within 10 minutes a lady from HUG called and within 5 minutes everything was put in place for Tom the gas engineer to fit a new boiler both yesterday and today, Tom was extremely good and explained everything on completion to round off an excellent service.

Got a new boiler fitted by Alex. Did an amazing job. Explained the whole process and cleaned after himself. I would recommend HUGx

⸻

The aftercare from this company leaves a lot to be desired. They’re quick to take your payment, but once that’s done, the support virtually disappears. Boiler issues, leaks, had them all. Have to force to get the assistance seems that there is just a complete lack of updates or follow-ups. Apart from one person in the call centre, the rest of the service feels disorganised and unprofessional

Had my boiler replaced and fitted by Alex today he did an amazing job from start to finish. Really took his time to make sure I understood how it worked and set me up on the Ember app! Alex is a credit to the company. Efficient, friendly and super helpful, thank you again Alex!

From the first appointment with your Senior Heating Surveyor 'Chris Cave' to the completion of the Viessmann boiler and Hive Thermostat fitting by the Engineer 'Luke' .
The whole experience was completely professional and shows their dedication to their company. 'Luke' took the time to explain each process and made the explanations easy to understand and when asked any questions he ensured that we understood the response completely. All in all I would recommend their company without hesitation.

Got a quote from HUG Boilers to replace an old and ailing combi boiler. They quoted a great price and just 4 days later fitted the new boiler and HIVE controls. Very neat job by Alex from HUG who did the complete installation in about 6 hours. He carefully explained the controls on the boiler and demonstrated how to use HIVE on my phone. Tested all the radiators and made sure I understood how to operate the system. Very impressed with Alex, very efficient and a credit to HUG Boilers.

Had a new boiler put in by Alex.
Got a text saying what time he would arrive so we could be ready.
Soon as he came he was on the job right away, removed the old boiler in no time. As he was doing the job he answered all our questions. Also when installing the new boiler Alex explained what he was doing and why, which was excellent. Alex cleaned the area and took all the waste with him. In the end explained how the boiler and thermostat control panel worked. I recommend Hug Boilers to anyone because they are competitive and Alex was a great engineer.

I have just had a new combi boiler fitted from Hugboilers.com, very competitively priced and a great company to deal with.
ALEX did a superb job, on time, very professionally carried out fitting of the boiler, neat and tidy work, removed all rubbish, he answered any questions that I asked.
I would recommend Hugboilers and Alex to anybody who needs a new boiler.
Thanks
Terry.

Brilliant work by Alex, he came in with a can do attitude to a challenging installation! Always explained what he was doing and came up with some good solutions. Friendly, punctual,tidy and made the whole process very easy. Great staff, and a good company. Were very happy with excellent service.

⭐ 1 Star — Appalling Aftercare / Avoid Hug Boilers

On Thursday 11th September at 6:00pm I contacted Hug Boilers’ out of hours service. I received no response until after 8:00am the following morning - not what most people would expect from an “out of hours” service.

When I eventually spoke to Rebecca, she immediately insisted the fault was with EPH (the remote-control signal) and said EPH didn’t open until 9:00am but that she would contact them and they would call me back. No call came. I had to chase Rebecca; she then transferred me to EPH without giving them any background, leaving me to re-explain the entire situation. Unsurprisingly, the EPH representative said the fault could be either their product or the boiler.

Concerned about being left without heating for the weekend, I called Hug Boilers again and spoke with Holly. She admitted that she had overheard Rebecca insist it was a controls issue, and strongly agreed with her. I asked if it was possible to bypass the controls and manually start the boiler. Holly gave me instructions, but despite following them and pressing several buttons, the boiler still didn’t work. At that point, it should have been clear that the issue was with the boiler itself, not the remote controls.

Throughout our conversations, both women spoke to me in a patronising and dismissive manner. When I explained that I am registered disabled with multiple medical conditions, this was completely ignored. When I asked what policy Hug Boilers had in place for vulnerable customers, I was bluntly told: “none.”

I asked to speak to a manager, Neil, and requested a call back for that Friday. By the following Thursday I was still waiting.

Hours later EPH attended and confirmed the fault was not with their product but with the boiler itself. When I called Hug Boilers to ask why Rebecca and Holly had been so insistent about the remote control being faulty, I asked whether either of them were Gas Safety Registered, since they had been attempting to diagnose a gas appliance. Rebecca accused me of being “rude” and - when pressed - admitted that neither she nor Holly were qualified or Gas Safety Registered, yet they were happy to give definitive (and misleading) advice. She then asked, “Why haven’t you repaired the boiler then?” - despite me telling her I am not qualified, that the appliance is under warranty, and that it is illegal for an unqualified person to tamper with a gas boiler. Rebecca abruptly hung up on me, with no apology and no accountability.

Eventually a Bosch Gas Safety Engineer attended and diagnosed the real fault within minutes: Hug Boilers had recently serviced the boiler but failed to reopen the heating valves afterwards - a basic omission that left me without heating , freezing cold and caused unnecessary distress.

This was a stressful and completely avoidable set of failures. The full experience demonstrates:
• Misleading, inaccurate “diagnoses” from unqualified admin staff (Rebecca & Holly were not Gas Safety Registered).
• Holly admitted overhearing Rebecca and strongly agreeing — yet no correct action or escalation was taken.
• Patronising, dismissive behaviour toward me, despite disclosing I am disabled with multiple health conditions.
• No policy or care for vulnerable customers (“none” was the response).
• Failure to escalate or manage complaints (asked for manager callback; received none).
• Poor communication and finger-pointing that wasted time and left me without heating.
• A dangerous service failure - valves left closed after a Hug Boilers service - identified quickly by a qualified engineer.

⚠️ BEWARE: Hug Boilers’ aftercare is shocking. They leave vulnerable customers unsupported, allow unqualified staff to give potentially dangerous advice, ignore complaints and management escalation, and treat customers with rudeness and contempt. Do not rely on their aftercare - it is unsafe, incompetent and unacceptable.

I am very pleased with the installer's work. He was very organized and perfect in what he does. At the end, he made sure everything was tidied up. I recommend him.