CJ Plumbing & Heating Ltd

Antanas Maksvytis

2 weeks ago

I initially had a very positive experience with this company. The engineer, Ollie, serviced our boiler and was excellent — polite, professional and thorough. He found a small leak from the auto air vent and recommended replacing it. Other than that, he told us the boiler was in perfect working order. Unfortunately, our experience changed when a different engineer came to replace the auto air vent. He arrived around 20 minutes after the agreed 12–4pm appointment window and seemed rushed throughout the visit. He also told me that he had dropped an O-ring, wasn’t sure exactly where it had come from, and had put it back where it “looked” like it belonged. I found this particularly concerning, as well as the moaning and groaning that took place for most of the visit. The boiler pressure was also not left at the correct level, and the heating wasn’t actually tested before he left, despite the invoice stating that the “installation was tested on completion”. The following day, when I went to have a shower, the boiler immediately failed, leaving us without hot water for the entire weekend. The company doesn’t answer its own calls at weekends and instead uses a third party for emergency call-outs. We were advised to wait until Monday and speak to the company directly. I contacted them as soon as they opened on Monday and requested an engineer. They sent the same engineer back. During this second visit, he found a blockage within the system and stated that he couldn’t say whether the blockage had been caused by him during his previous visit or whether it had already been there. This is particularly concerning given that the boiler had been working perfectly before the auto air vent was replaced and failed immediately afterwards. I was told that the return visit would only be free if the issue was related to the previous work. Despite the timing, the blockage that was found and the engineer acknowledging that he couldn’t rule out that he had caused it, the company decided the problems were unrelated and charged us, although they described the reduced price as a “gesture of goodwill”. There were also several fault codes following the work which, after researching the exact boiler model and codes, appeared consistent with a circulation/overheating issue. I appreciate that I am not a boiler engineer and that faults aren’t always straightforward to diagnose, but the timing of this failure is difficult to overlook. I understand that boilers can develop faults and that not every fault following an engineer’s visit will necessarily be their responsibility. However, when a boiler is described as being in perfect working order, work is carried out on it, and it fails the following day, I would expect the company to properly investigate whether their work contributed to the problem. Ollie deserves credit for the excellent initial service, but unfortunately the second engineer’s approach, the concerns surrounding the work, the heating not being tested despite being stated as tested, and the way the subsequent fault was handled have completely undermined my confidence in the company. I paid both invoices, including the additional £78 which was described as a “gesture of goodwill”. I didn’t agree with being charged it, and that money could certainly have been put towards other things, but I simply couldn’t be bothered to argue over it and would rather draw a line under the whole situation. Hopefully they value the £78 additional money I paid them more than they value having a customer who would have returned to them in the future. After this experience, I won’t be using their services again.

dan bennett

2 weeks ago

Easy booking, great customer service! On the day, Grant was on time, friendly and helpful with explaining a small issue. Great company, great experience

Mark Pinney

last month

Boiler serviced and worn seal found and replaced. Have used this company for many years to service my boiler, very happy with them

Karen Gower

last month

Great efficient, polite service.