CB Heating Ltd t/a EDF Heat Pumps

Proceed with caution The sales people at CB Heating are great - but it falls off a cliff once you put down a deposit. They use a ‘bait and switch’ approach to sizing your heat pump. We needed a big unit as we have a large house and the current 16kW unit was not doing what it needed to. They told us we would be fine with a 14kW unit. We were spun a yarn about how much more efficient it was, and how the app was so fantastic it would basically run itself. They had the age of our properly and the floor plan and even after we questioned this we were assured it was correct. So we paid a deposit for that amount. 4 weeks later we have a heat loss survey, 5 weeks after that (with me constantly chasing for the design doc) we get an invoice that it’s £2000 more than we’d agreed. It turns out we needed a 22kW unit due to the heat loss of our house. Now while I don’t disagree that we need a big unit, I was very annoyed to find that their recommendation was wildly unsuitable, that it would cost £2k more than agreed, and they never actually told us this, they just sent a bill. I also had to make calls and send several emails because they kept getting the final invoice wrong. The install didn’t happen until 1st week Jan and it was chaotic. None of the items had arrived when the installer did (side note, the installer was excellent, we have no issue with him) and when things did arrive they were broken or incorrect. This caused delays and at least two days where the installer was unable to do any work. They had also not provided new thermostats, even after we’d repeatedly told them we didn’t have enough control over our heating and that the system we’d inherited with the house was antiquated. I had to fight for those to be included in the installation. I complained about the poor customer experience and after chasing for a reply, I was told that their contract states that the installation can take ages, and I could have cancelled at any time after receiving a higher quote. From our first engagement with them to the design doc being provided was 14 weeks. We had told them that this was being done in conjunction with other work in our house so we had a strict deadline. There wasn’t much choice for us based on how much time we’d sunk with them. In my view they didn't take the complaint seriously or provide any sort of apology for the poor experience. If you are about to use CB Heating for your upcoming heat pump, I’d think twice.

We have had a very positive experience with CB Heating. We had a heat pump designed and installed by them. The communication has been very smooth. Thanks to Maxine and the rest of the team.

Reposting the one star as it seems my post from a couple of years ago and all historical reviews have been removed, wonder why?! “Highlights” of my experience with CBH in October 2022: - left without any heating after the system had been commissioned, freezing cold in October with three young kids - had to convince Clayton Browne (owner) that their system had never worked - posted on LinkedIn directly to him and his employees requesting help (as we were freezing!) and didn’t get anywhere with customer services. Got blocked! - eventually, Daikin came out and fixed the issue, the system hadn’t had a post install check and needed filtering. - generally unprofessional outfit (after the sale, of course), tried to line up timelines with a fairly complex house renovation, turned out to be the most incompetent of all the tradesmen/ services I used for it