HIU BREAKDOWNANDREPAIRS LTD Arvostelua 

Aaron was extremely lovely and very helpful with explaining how everything works

I highly recommend HBR.
They are responsive, skilled and a pleasure to deal with.

We had an issue with our hot water. It wasn't heating up and the pressure was low. Our landlord appointed this contractor and Bertie was assigned to the job. He was excellent to liaise with and attended to the issue very quickly! Highly recommend

Excellent service, good advice and very rapid response

Excellent communication from the team. Always very helpful and quick to attend. Any issues are promptly dealt with. One of the most reliable contractors I use.

I went a month without hot water and tried several plumbers to fix my HIU issue. Others suggested replacing parts or even the entire unit. HBR came over, promptly identified the problem, and fixed it within 15 minutes. They arrived on time, left the area clean, and were incredibly efficient. Highly recommended!

Fantastic service, went above and beyond to make sure the repair could be made on the day and as efficiently as possible ⭐️⭐️⭐️⭐️⭐️

Engineer was friendly and efficient. Explained everything clearly and was able to identify and fix heating issues in good time.
Team at office were helpful and arranged appts easily.

I wish I had taken heed of the defensive responses from HBR (HIU BREAKDOWNANDREPAIRS LTD) Services to the negative reviews posted on Trustpilot. I now regret the decision to engage this company, as I too have now been on the receiving end of the same defensive and unprofessional approach from HBR B&R Services towards their clients.

I picked this company as they had the earliest available date for installing the HIU unit. They then consequently rescheduled twice. On the day of the actual installation, the engineer arrived almost 3hrs after the expected time – I had to call the company myself to ask where the engineer was, they had not bothered to call to keep me updated.

During the installation visit the engineer broke the shower handles resulting in a water leak, unsightly holes were left in the HIU cupboard wall and the water pressure was reduced post installation.

And that’s when the company’s approach of denial, delay and refusing to take accountability started, and instead blaming myself or the building for not adequately resolving the issues.

The company blamed the reduced water pressure on a building-wide issue. This was not true and the water pressure was restored when the sediment which collected in the tap filters post installation was rinsed out.

I sent comparative photos of other HIU installations in my building where no holes were left in the wall afterwards. I was told by an HBR ‘supervisor’ that the photos I sent showed a practice that was unsafe. This was strange indeed since the photo they referred to was work completed by an HBR engineer. The engineer’s sloppy attempt to fill the holes the next day left visible indentations in the wall. I had to engage independent contractors at my own expense to fix the issue.

HBR tried to blame the shower handle leak on 'a pre-existing condition' – this was not true. The shower handles worked fine and had no leaks prior to the HBR installation visit. Water was gushing out from the shower handle and the engineer attempted to rectify the shower handle water leak by placing PVC tape over the shower cartridge - although the water stopped gushing out from the shower wall, this was a temporary solution. The handle continued to leak afterwards. The engineer returned the next day, and again, he just applied more PVC tape to the still leaking shower handle, even though this solution had not worked the first time. HBR took over 20 days of back and forth while supposedly ‘sourcing the correct shower cartridge parts from the supplier’. The company refused to engage a qualified independent plumber or pay for a plumber sourced by me to suitably rectify the issue. The shower handle continued to leak – in fact the leak got worse.

I asked for the issue to be escalated to the company manager, at which point HBR ceased all communication. After 34 days of not being able to use my shower, and 10 days after HBR ceased all communication and did not respond to phone calls/emails, I was forced to engage an independent plumber at my own cost, who within a 1.5 days of being contacted with relevant photos of the handles/leak (which HBR also had at their disposal), had sourced the appropriate parts and replaced the shower cartridges, satisfactorily resolving the issue. The independent plumber I engaged confirmed that the cartridge had been broken.

The unnecessary back and forth with this company, and the unprofessional manner in which its engineers engage with and speak to clients has been appalling. HBR is a company that closes ranks when issues arise, they do not take accountability for the standard of their service rendered, blames the client and creates a narrative that simply does not reflect the reality of what occurred. Once the money was paid. it was difficult to get hold of them, even when calling during office hours. The comparative excellent experience and professionalism of other companies I’ve engaged with before and after this experience with HBR, has been stark.

It is now 11 days since HBR has ceased responding to calls and emails. I have not received a formal receipt for payment for the service, and no installation report confirming the installation and date, which are required for a 5-year manufacturer parts warranty for the HIU unit to be valid. This is unacceptable, especially as I paid over £3300 for this installation service.

Stay away from this company for HIU unit installation and choose one that is more professional and accountable and that has better follow through when issues arise.

I had an excellent experience with HBR. They were very easy to contact, responded swiftly, and arranged an appointment in a short period of time. The engineer they sent, Mo, was outstanding—his understanding of the issue, kindness, and professionalism were exceptional. He quickly identified the necessary follow-up work and explained everything clearly.

The only downside is that they require payment via bank transfer rather than debit or credit card, and it must be made in advance. While I understand they may have had issues with claiming payments for repairs, this could be inconvenient for some customers. That said, the service itself was fantastic, and I’m still giving them five stars. I would happily use them again and would be glad to have Mo return for future work.

We had Mo, fixing our water. He was really through, knew what he was doing and very informative. He managed to find a solution to fix our water issue, which have been waiting on for months! Really happy with the service.

Mo was excellent and very helpful, saved my weekend!

Thank you!

Mo was friendly, thorough, worked quickly and explained everything very clearly

Mo, has been very professional and polite. He did fix the problem easily. I would recommend him. Thanks again

Mo, the engineer was great and patient. He looked very carefully into my issue . Listened to my concerns and resolved the issue I had with my heater

MO from HBR was really good! Very patient, and identified the issue. Took a couple of visits to fix (had to order a new part). My HIU unit had multiple issues and Mo fixed all of them. Definitely a 5/5. Thanks Mo!

An engineer attended as my hot water and heating were not working. This was arranged quickly and easily on the phone. They were unable to fix the issue on the first visit. The engineeer that attended was nice and helpful, and placed a temporary fix so I had some hot water. I was advised I would receive confirmation of the recommendations and a quote for the next bit of work.

Having not received the promised quote after 11 days, I chased and received the quote for the 2nd part of work 13 days after the initial job.

The first quote I received had two line items, both referenced as parts and detailing another customers address. I mentioned this and asked: "Can you confirm what the part is that is being ordered and the size/dimensions?", as I was concerned the wrong part was being ordered. I also asked more detailed questions "Why is the cost of the labour split over two lines? One should be the part, one should be the labour surely? Otherwise how do I know what I'm paying for?
Can you revise the invoice so the part is quoted correctly, and the labour is quoted for correctly?
I'm also concerned the wrong part is being ordered. A bit of transparency here will go a long way."

I was then sent a second quote which was also wrong and had another customers details on. I then received a 3rd quote with a single line of text in the email in response to the above questions, "I attach a copy of the quote, it has your address on it." The person that sent this quote had changed details on the invoice with no explanation.

When I initially called for the first job, I was told that engineer call-out fees were £120 +VAT and then parts on top. That would cover the first hour of work and then there would be a similar hourly rate charged as needed.

The final quote I received was £300 inc. VAT for labour costs as opposed to the approx £140 inc. VAT I was expecting. No explanation provided. The part has been quoted at £140.40 inc. VAT. I have since confirmed the part I need has a cost of £78 so almost a 50% uplift, again with no explanation.

Given that not one of my questions for additional information was addressed over the course of our correspondence, I am unable to trust that the quote I have received is honest or even correct. I have since received a quote from another provider for £203 inc. VAT for labour, £78 inc. VAT for the part and additionally, the labour costs include a full service following the fix. I will leave you to do the math.

On this basis I do not recommend HIU Breakdown and Repairs.

EDIT: HIU Breakdown reached out and as per their response below, were keen to discuss the feedback and willing to listen. They did ask what they could do to resolve the issue, but I explained I now had another booking and would proceed with that.

Mo was great - very professional and he fixed the issue very quickly.

Mo was really helpful. Sorted out the issue I was having with my heating and explained to me in detail what the issue was and how to sort it out myself in the future.

Thank you Mo! Quick and great service, nice guy. Nothing to complain about at all.