Prime Time Boilers & Solar Opiniões 

Very disappointing experience – poor workmanship and little regard for our property

Unfortunately, my experience with Prime Time Boilers was extremely disappointing.

The installation was carried out by third-party contractors, and I felt they showed very little care or respect for our property. When the old boiler was removed from the fitted kitchen units, we were not properly informed that the existing units would no longer be suitable or that additional work would be required to restore the kitchen properly.

The contractors left the kitchen in a poor state, and the workmanship caused considerable disruption. I subsequently had to pay additional people to repair and make good the kitchen units so that they looked presentable again.

What was particularly frustrating was the lack of care throughout the work and the way the situation was handled afterwards. When you are paying for a professional boiler installation, you expect the company to take responsibility for the work carried out on your property, including ensuring that the surrounding area is left in an acceptable condition.

My experience has left me questioning how much control Prime Time Boilers actually has over the third-party contractors they use and how much importance is placed on customer service once the sale has been made.

In my experience, the focus appeared to be on completing the installation rather than taking proper care of the customer's home.

I would strongly recommend anyone considering using them to clarify beforehand who will actually carry out the work, what will happen to existing kitchen units, and who will be responsible for making good any damage or alterations caused during the installation.

I very rarely leave negative reviews, but after more than five weeks of dealing with Prime Time Boilers over what should have been a straightforward annual boiler service, I feel prospective customers should know about my experience.

I booked and paid in advance for an annual boiler service and received written confirmation for 28 July 2026. I specifically took time away from work to be at home for the appointment.

Nobody arrived. Nobody called. Nobody emailed.

I therefore had to telephone Prime Time Boilers myself to find out what had happened. I was simply told that my appointment “had not been booked”, despite me having their written confirmation.

What disappointed me even more was the response that followed. There was no attempt to rectify their mistake by offering me a prompt replacement appointment or prioritising my booking. Instead, I was told that the next available appointment was approximately four weeks away.

So, having already paid for the service, received confirmation, taken time away from work and waited for an engineer who never arrived, I was effectively being asked to wait another month because of an error that was entirely on the company's side.

The only alternative offered to me during that conversation was a refund. I accepted it.

You might reasonably expect that to have been the end of the matter. Unfortunately, it was actually the beginning of weeks of chasing.

I subsequently submitted a formal written complaint on 9 August, explaining what had happened and the inconvenience caused.

I received no acknowledgement and no response.

After waiting 15 days, I had to chase Prime Time Boilers again on 24 August.

Only following that further escalation did the company finally respond. Prime Time Boilers apologised and expressly acknowledged that my original complaint had not been acknowledged or responded to within the timescales contained in its own complaints procedure.

I was also told in writing that my refund had “now been processed” and had been passed to the Accounts Department for payment on its next payment run.

I raised the question of compensation because by this point the issue was no longer simply a missed appointment. It involved the no-show, no notification, taking time away from work unnecessarily, the failure to offer a reasonable replacement appointment, having to chase for my refund and then having my formal complaint itself ignored.

Prime Time Boilers' proposed “gesture of goodwill” was to offer me another annual service for £80, together with a further discount if I prepaid for another year's service plan.

I found that extraordinary. Their proposed compensation for my poor experience with Prime Time Boilers was effectively an invitation to spend more money with Prime Time Boilers.

I declined and proposed what I considered a reasonable and conservative £100 monetary goodwill payment for the cumulative inconvenience. The company has refused this and has again offered the discounted future service.

More concerningly, despite previously telling me that my refund had already been processed and passed to Accounts, subsequent correspondence stated that it was “being processed separately.”

As I write this review in September, I STILL HAVE NOT RECEIVED MY REFUND for a service that was never provided.

This has now been going on for more than five weeks since the failed appointment on 28 July. At practically every stage, I have had to initiate the next contact myself.

And that is ultimately why I am leaving this review.

Mistakes happen. Had Prime Time Boilers missed the appointment, apologised, prioritised a replacement appointment — or simply refunded me promptly when I chose not to wait another four weeks — I would probably never have complained.

Instead, one booking error became a catalogue of failures: confirmed appointment → no engineer → no notification → I had to call them → told the appointment wasn't booked despite written confirmation → no prompt replacement offered → four-week wait quoted → refund requested → refund not received → formal complaint submitted → no acknowledgement → I had to chase again after 15 days → company acknowledged its complaint-handling failure → refund supposedly processed → refund still not received.

Their prices may be cheaper than some competitors, but unfortunately my experience has been a case of you get what you pay for. A competitive price means very little when something goes wrong and getting the problem resolved — or even getting your own money back — requires this much persistence.

I remain without my refund - it is September !

Had Mark from Prime Time Boilers carry our annual boiler service today.

Very efficient and professional service
he was prompt and informative and
we’ll certainly be using them again.

Absolute joke of a company, full of lies and broken promises from the very start — save yourself the stress and stay well away. We were recommended this business, and every single step of the process has been a disaster. On 9 July, Sam carried out a live video survey and specifically recommended a 5kW unit wall-mounted on our stairwell wall, claiming it would perfectly cool both our lounge downstairs and our bedrooms upstairs — this suggestion was a complete load of nonsense, as it doesn’t even touch the bedrooms, another load of nonsense. We paid Ellie the £1,500 deposit that same day in good faith with the installation date if 14Th August.On 3 August we emailed Ellie to ask if any earlier installation slots might be available and received no response at all. On 5 August Sarah emailed to say there were supply issues and confirmed the unit would be delivered on 17 August — again no delivery, and we heard absolutely nothing from them until we chased it up.

After more chasing we were told there was still no delivery; Sarah came back with yet more supply issues and offered us a different brand of unit to be supplied and fitted for £190 less as it was a slightly cheaper option and we agreed to this change to keep things moving, with the new installation date set for 21 August. Even then, the whole arrangement was chaotic: when the installers finally turned up on that date, it was one experienced engineer alongside a trainee who was clearly being told exactly what to do throughout the whole job. Mid-installation we got a call from their office to say the electrician would not be coming that day, leaving the work half finished — all while I was recovering from hernia surgery after six weeks off on SSP, meaning I face extra disruption and potential loss of earnings with no concern or consideration shown by them at all. Even after we agreed to swap the Daikin unit to resolve the issue , The outside unit had to be placed on the floor as the fitter did not have the wall mounting brackets and had to return the following Monday with the brackets and meet the electrician. And we are still waiting for the amended final invoice along with any additional goodwill discount, and more importantly confirmation of who should be responsible for registration of the warranty. They do not care about their customers, they do not keep their word, and the whole experience has been unprofessional, frustrating and completely unacceptable. If I could give zero stars I would — do not use this company
We have a £3000 installation that cools the stairs and upstairs bathroom…lol

Very well informed of the solar system being supplied and installed. Kept up to date with the order. Delivered and installed on the dates given . The installation guys explained everything from the route of cables to where everything was going .A very neat and tidy job , 10 out of 10 😊👍

Great service..Arrived exactly when they had said and completed the work with minimal disruption to the rest of the house.When there were issues and problems to overcome they were sorted professionally and quickly..The installer Callum was a top bloke and went above and beyond working late on the Friday to get job done to a point he was happy..

Very straight forward. Booked it and installed in a relatively short time and a month later we’ve had no issues at all. I would definitely recommend this company, engineer and the helpful customer service people.

What can I say about getting my solar panels installed by Prime Time? It was a pleasure working with Nathan and the team from start to finish.

I actually switched from another company to Prime Time after their pitch, and I'm so glad that I did - I got a much better deal across the board by working with Prime Time and they treated me with the utmost respect as a customer - no question was unanswered, and each interaction was positive and reassuring.

The installation occurred when they said it would, to budget and to time - can't fault this experience.

If you're looking for a solar panel installation I have no hesitation in recommending Prime Time.

From contact to site visit to install, the Prime Time team was communicative and helpful. We had questions about heat pumps and air conditioners and what would work best for our home. Prime Time answered our questions and made sure we were happy with the install and product.

All round great service from the planning to the install.

Great service, clean professional install, would highly recommend

All good easy to talk to got the job done will recommend might have them back next year

Quick and efficient always responded to emails clean tidy Work very pleased

Mark the senior servicing engineer from prime time boilers came to do my annual checks and service. He was very friendly helpful and understanding as I was having my kitchen remodelled at the time and that did not faze him at all he just worked around them completing the jobs he had to do 👍

Vincent was very pleasant,
Done the job in record time
Very tidy

Great service, Mark the servicing engineer was very efficient and professional.

The whole process was nice and easy. From the survey to the installation. Would highly recommend these guys

helpful & thorough engineer who completed the service promptly & efficiently

Daryl was really professional from start to finish. Even when an additional part was required to ensure the boiler could still be fitted in a day, he went out of his way to source the part & collect it himself.

The area was left tidy after finishing, he assisted with the Hive set up and explained everything we needed to know to operate the Hive and boiler.

We would thoroughly recommend Primetime Solar. When we first enquired, Andy was extremely helpful, explaining options in a non-pushy way, and listening to our requirements and concerns. Any questions we had were answered clearly and we felt we had all the necessary details to make an informed decision about whether to proceed. Nathan then promptly organised a survey, and once the all clear was given, we were booked in for the job within a couple of weeks.
Conor and Chris did an excellent job installing the panels and the electrics. Professional, tidy, and friendly, explaining the system and how to use the phone app when completed. Nathan then promptly followed up with the documentation and, along with Andy, he has continued to be very helpful and available following installation.
We are very happy that we finally have solar panels (and a battery) after many years of considering it, and we’re delighted that we chose Primetime Solar to do the job!