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Local Heroes
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12 complaints
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4:57 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Local Heroes - Local Heroes (powered by British Gas)

Local Heroes are scammers! Be warned: Do not 'Accept Quote' as that will allow for a "hero" (more like a crook!) to charge you whatever they want (even though they'd not yet seen the job), and when you dispute this with Local Heroes customer care (ignorant customer service that frankly has no place in today's services world) you will be told that if you cancel the job you have to pay for whatever the "hero" states as "surcharge for cancelling or returned parts".

Why is this relevant?

The website tells you that you will be able to cancel or not proceed with a job right up until the point of job being done and that the "hero" can return parts to suppliers - THIS IS LIE. You will be charged, and they will take the side with their "hero" and believe whatever they say is the amount they're "owed", so before you press "Accept" button, I'd say do yourself a favour and book through a different platform as this one does not have your interest at heart. This "powered by British Gas" tagline is mean to build trust and reassure customers, but I'd say it gives them the permission to scam customers.

Desired outcome: For others to be warned before they consider using this platform

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3:45 pm EST
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Before the engineer comes to my house the drops from the boiler was stopped. When the engineer came to my house he didn't checked the problem and opened the boiler case. He told the boiler was completely dry but opened and closed some pipes and constantly was blowing to the pipes. Then the Taps water was stopped and the heaters went off as well. He told we...

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4:21 am EST
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Booked local heroes to fix a humming sound from my boiler. The engineer was late, leaned against my kitchen counter, never inspected my boiler, said he didn't know what the problem was, left after 6 minutes to sit in his van in front of my house for 35 minutes. I was billed £60. I complained to local heroes who said I had to pay because the engineer said...

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8:51 am EST
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I called Local Heroes to repair a valve in my shower, believing that the company is backed by British Gas, customer care would be excellent. How far from the truth that was. The engineer came to replace the valve, which had to be fitted behind the tiles in the shower wall. I truly believed that the job was done. I found out that he had make a huge error by...

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6:12 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
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Featured review
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Hudson agreed to do a job for my mum who has Alzheimer's. (It's a very small bathroom) He quoted nearly £2000 for this (Mum to pay for all materials including tile adhesive and grout) and he insisted she pay him 50% up front and told her ‘cash only'. He told her he had a plumber ‘friend' who was cheap and very good. Despite our asking several times - hi...

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5:51 pm EDT

Local Heroes - electrician

Went online only for a quote, as my upstairs sockets did not work, did not press a date wanted to contact them myself if I wanted to use them. As I rent I also contacted my landlord who advised me he was sending the electrician the next day.
So when I recieved a call the next morning I assumed it was the electrician my landlord was sending. The phone line was really bad and did not hear the electrician properly, I advised no one was home as I was at work and someone would be home by 14:30. He said he had to pick up his child from school. I then said 2pm should be fine.
He attended the property, my daughter called to say he was there, he did not ask to speak to me, so I told my daughter to put me on loud speaker. He then said the whole circuit board needed to be changed as it was burnt out, I am not an electrician but even I knew it was just a burnt RCD! He advised he would have to turn the electric off! I said no, that I needed electric, so he said he would make safe by isolating the issue, turning off the shower and putting the electrics on 1 circuit, I said fine ( all along thinking he was the landlords electrician) he then said he would send me a quote for the works, I said no send it to my landlord, he said ok?! He obviously knew I had not used the forum before, Knowing full well this is not how it works! And that any info would be sent to me . I then received a call from the proper electrician saying he was on his way? To my surprise! Called back the electrician who said he told me he was from local heros (he did not) he said he was the electrician, and that the charge was £75! For what? Switching a switch up? That is ridiculous, I did not have the money so I borrowed it! All I wanted was a quote, was not expecting him to turn up, I thought I was the one to call him, was expecting at least 3 quotes! He obviously knew I was a single woman, not to clued up on the forum, and he took advantage of this knowledge! So now I am £75 down for 10mins! I have no intentions of using LOCAL HEROS AGAIN
I would like my money back or even half! It's not fair that this can happen, it feels that people can charge what they want for nothing! I was matched to this person and I feel he was not vetted properly! My mistake was speaking to him and allowing him to enter my home.

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10:00 am EDT
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I had work carried out last September 2018, to which was a great job. 5 months later the tile began to crack and then cracked down into another tile, which has been seen my the local hero who fitted and stated it was to do with the concrete under the tile which had cracked the tiles. I have numerous times to find that no one has come to fix this job. I have...

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6:28 am EST
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Having used Local Heroes (LH) before and received a good service I decided to use again when I had a water leak on Christmas Day. I made contact and LH allocated me a hero (Alrino) on 26th Dec and booked a time of 2pm to 6pm on 27th. When the hero had not contacted me I gave him a call and he said that he wasn't working on 27th and LH should have been aware...

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7:45 am EDT
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Reference - job date 23/8/2018. 23a Springfield Road, harrow, HA11QF- Anupa shah I had a powerflush carried out by one of your engineers and After the powerflush there have been problems with the boiler. I have tried to contact the engineer who did the job for some time now and and have had no response. Could you please send another engineer to repair the...

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11:17 pm EDT
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Called BGAS to book a plumber to install radiator and towel rail. Plumber took two days. Did not know how to fix radiator to dry wall and so put wooden strips behind radiator. He fitted the strips vertical so you could see them at the bottom of the radiator instead of fitting them across ways, so they were hidden behind the radiator. It was a simple job, a...

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8:54 am EDT

Local Heroes - re: taking payment for job without completion

2nd June 2018
Tradesperson contracted by Local Heroes - Boiler Servicing 24-7

I had initially booked a consultation for a faulty shower unit on 2nd June and was advised following the visit that I would need a new shower replacement. During the consultation I was given assurances by the plumber that he would recommend a new shower unit and that he would inform the office of this choice who would subsequently contact me.

On 4th June I received a quote for 2 hours labour that I would need to pay for the plumber to install a new shower unit however no separate quote or information on the shower unit itself. I accepted the quote thinking following this payment Local Heroes would send me information on the shower unit chosen by the plumber however I still haven't received anything as at 13th June. I contacted them on 13th June to see where they were at with the process to find out no recommendation has been made. The tradesperson contracted by Local Heroes sent me an email stating I would need to choose this myself when I had specifically asked them to choose one and had been assured that they would.

I have now been 2 weeks without a functioning shower and made a payment for 2 hours labour without the plumber having any intention to complete the job. I have been misled and forced into falsely making a payment on the pretence that I had to in order to complete the process for the plumber to complete the job. It wasn't until I called that they actually responded and in doing so took the easy option of making me do the work behind choosing a new shower when I had asked them to do this.

This is deemed misleading the consumer when payment was made for labour and they seemingly never intended to carry out the job. especially when I've made a payment.

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3:03 am EST
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I live in Windsor, Berkshire where their company is based. I urgently needed a plumber and used their website to find one. Answered all the questions, filled the form in and it said that there was no hero around. Tried it the next day, got the same result. I placed a request but no one called me back. Very nice. Had to look for another service. What's the...

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