Centrona Gas Reviews

I don't like leaving negative reviews, but I feel it's my responsibility in this case. We used Centrona in the past to repair our boiler and then we signed up for their boiler cover which we had for 20 months. The engineer who came to fix the issue twice (once successfully before we signed up for the cover, once not - after we signed up) was our only positive experience. He was very kind and professional. However, the rest was a disaster. We never knew what the cover included and the only time we had to use it - the issue was not covered. We never had access to the T&Cs of this cover, which is also my fault that I didn't ask for this when I signed up, but just be aware they never send you an email confirmation or a hard copy what's included. We still asked them for a quote for a boiler replacement which I had to chase twice over the phone and they arrogantly told me they're too busy and don't know when it will be sent. This happens in Jan/Feb time, when they're aware their customer (we) doesn't have heating in the house and we're patiently waiting for a quote, potentially paying thousands for this job. When the quote was sent (3 days later), it was missing major details which we asked for + it was only for a cheap boiler brand which we never asked for. Anyways, it was obvious that there's a massive lack of professionalism and basic marketing/customer support efforts, so we decided to fix the issue with a local heating specialist and just cancel our cover with Centrona. I called to cancel the cover, which I had to chase twice. The lady on the phone could not do it for some reason, I waited for someone to contact me. When they did, they told us it's one month notice. Just for the record - they never asked why I cancel, why I'm not a happy customer given that we've spent almost £1000 with them in the past 2 years. So this one month notice really annoyed us, given the fact that we were never informed about it (not over the phone or in an email). The agent I spoke to handled it very poorly, making remarks that "they didn't invent the 1-month cancellation" just for me, that he will send me the info even in a "telegram" if I wish to etc. He didn't stop to listen what I was trying to say which was simply - I never knew what are the terms of this cover. He said - "you would have known if you had asked for..." and "how do you know the terms of your Virgin Media account"... Well, I get them in an email and in my account! Basically, some of his comments left me speechless and overall it was very disrespectful. This went on and on, so in the end I just gave up as it was clear there's no basic effort to understand why we were unhappy, let alone to keep us as a customer... We spend over £400 on a boiler cover we never used, isn't a common sense to investigate why we're not happy to pay another monthly instalment, instead of attacking me in such a bad manner... So in a nutshell, very poor experience on so many levels, so you'll be better off if you find a trusted local engineer who actually cares if you're served properly and you're a happy customer!

After speaking to them on Monday to book a service for my boiler on the Friday they went and rescheduled the work without giving me a call. It was only until I had taken time off work on Friday and waited all morning for the engineer to arrive that I found out that they had rescheduled my appointment till May! Stating that they only do boiler servicing during this period. I have never heard of such practice. If this is the case why didn’t anyone phone me to let me know they had made a mistake to book me for Friday. After speaking to several unhelpful staff members who said I will be contacted by a manager (which never happened) I decided to keep calling and be an inconvenience to them as they have been to me! I was then told that they would send over an engineer on Friday afternoon. It was now 7pm in the evening which is an hour beyond their working hours but there was still no sign of this phantom engineer. I am cancelling my account with this company who don’t address issues with urgency and will consider taking them to small claims for loss of earnings as I’ve lost a days pay waiting for nobody to turn up. Use this company at your own risk!

Highly recommend, really good experience with Jon from Centrona and Dan who did the installation - both really decent and helpful guys, great customer service thanks both. James

Similar to positive reviews here, I've had mostly excellent service from the engineers when they're on site… but also similar to negative reviews here I've found the company's management and reliability are completely inadequate. I've just had to cancel my contract because one of the engineers is off on holiday half way through a completed task and after over a week of chasing I cannot rely on Centrona to finish the job. While I don't begrudge anyone holiday, the engineer failed to properly hand-over the job to their cover. Following some chasing, I had a positive conversation with the company owner, yesterday. But having promised to return my email and phone me today at 12 to give an update, they have failed to do both those things. This is the latest in a string of red flags. I've had to repeatedly chase for updates over the past week and a half, all while my boiler is broken down. It seems to be the engineer's responsibility to deal with the problem rather than anyone taking control centrally—but the engineers are unreliable at following up. One time when I chased up the call centre—bear in mind I had no hot water at the time—they said, surprised, 'has the owner not got back to you?'. Another time they said 'The owner isn't responding at the moment, unfortunately'. I've given Centrona 3 chances over the past couple of weeks merely to respond to me. They've blown it every time. I finally cancelled my account, placing an order for a new boiler from another company. Avoid them unless you enjoy chasing.

Great service from the first call to the engineer repairing my boiler on the day

Excellent service, really pleased with the speed at which our boiler was replaced. Dave the engineer was very helpful and very polite. I have no hesitation recommending Centrona, they really are excellent and their prices are very fair.

Centrona have just fitted my new combi boiler and did a fine job. Garry was prompt and polite. He quietly got on with the job and left no mess. Would gladly use them again. Would be 5 stars but raising the 50% deposit meant I was unable to get a booking in as quickly as I wanted.

Very poor customer service from this company. The actual plumber was lovely and competent but the back office customer service just makes this company a nightmare to deal with. Signed up for an annual plan and the account set up was plagued with billing errors, being billed the wrong amount for months in a row despite telling the company every month. On the one occasion I needed an emergency plumber several months into the plan there was no answer or callback on their supposed 24 hour out of hours number, meaning I had to get another plumber despite paying for an inclusive plan already from Centrona. Enough being enough I emailed to cancel plan at the end of the year term. Customer services never even acknowledged my complaint as outlined above or the fact I asked to cancel the plan and certainly no apology of the shortcomings. Had to cancel the direct debt with the bank given Centrona were completely unresponsive and still haven't heard anything from them. Complete joke of a company - they are failing their customers and actually the plumbers who work for them who actually do a good job if you can ever get hold of them through their support office.

This is probably one of the very few companies I have ever used that i know i can actually trust. They are a very professional, knowledgeable and provide excellent value for money! I have received nothing but excellence when ever i had needed them, they do not try to cross sell or push me into purchasing other products that i don't need. All the engineers i have come across seem to really enjoy what they do which really comes across in the job they did for me I would advise anyone reading to use this company to repair your boiler as i have had 5 appointments and can confirm they provide an excellent and consistent service.

"Was somewhat sceptical about using this company but i must admit i cannot fault the service i received very professional and honest service. will use again. If needed

I paid for a gas check with this company 4 months ago by credit card I.e "an up front payment"... I then had a issue with the same rented property and asked if they could attend... (Attempting to create a Buisness relationship by using them again).. I did not hear how the visit went, received no invoice or correspondence regarding the matter then noticed 2 days after the job was booked my Online Banking was showing they had helped themselves to Money from my account...clearly they had stored my Card Details, Is this correct may I ask? . They cited their MD Mr "Frempong" insists on this practice or no works are undertaken, perhaps had I been told of this I may have had the opportunity to find someone else? why do people resort to this way of operating....it stinks....

Booked an appointment for Gas Hob installation, but when engineer did not turn up until 4pm (it was a 12 to 6pm slot), I called to check if he would be arriving soon. I was assured that I would hear from him soon, but he didn't call or turn up that day. Because Centrona couldn't accommodate me the next day I got someone else to install the hob and asked Centrona for a refund as they had taken payment upfront at the time of booking the appointment. I have called them twice, and each time I was promised that they would get the refund approved and call me back, but I have not heard back from them. An unprofessional service, although they are professional sounding when you talk to them on the phone.

Had these guys out to fit a new boiler. From initial quotation to installation was perfect. I couldn't have asked for better service1 Thanks Boys!

Centrona Gas have just finished fitting my new combi boiler. The job was assessed and thoroughly checked through prior to commencement of work, something other quoters did not do. In fact most seem to just want to walk in and look from left to right followed by some paperwork rushed into my hand while uttering ASAP. The fitter who came to do my installation (RIchard) got on with the work professionally, courteously and unobtrusively. Another point i would like to commended is I can't believe just how tidy and clean Richard was when carrying out the work. Many thanks to RIchard who installed the boiler, John who carried out the survey and Graham who made sure everything was booked and organised. with happy with my particular job and those that were involved.

I had a few quotes from some other firms and none of them seem to impress me as much as Centrona Gas Services. Most seemed to want to rush in and shove a quote in my hand. I really found that the surveyor took his time to really look at properly which gave me the impression i would be getting a decent job done. I'd like to give special thanks to Richard, unsure of his surname, who came today to install our boiler. He arrived early and was very efficient. He informed me of what he was doing along the way, and asked before any decisions had to be made. Would definitely recommend. Good all round service. I thought there would be a lot of fuss and mess and was pleasantly surprised at just how very clean and tidy he was. If you need a boiler installing i would highly reccommend centrona gas

First appointment, they were 12hrs late. When the plumber showed up he did not fix the problem and forgot to set the system do it would work. Second appointment they were sgsin late, then suggested I needed several spare parts - which they later sdmitted could be fixed by 'exhanging the washer'. Third appointment they cancelled by email after taking a 50% deposit for a boiler replacement. Awful!

No doubts this is one of the best companies we had to deal with.From the first call I made to their head office until the work has beendone.Special thanks to Richard Davies, who did all the work: very friendly,polite, patient, professional representative of Centrona Gas. We neededtwo radiators and a bath sink to be installed. Richard has done thebest: there were some issues in the bath but he sorted this out within30minutes. There was also no rubbish left after the works, so we didn'tneed to tidy up the place.Thank you Jon for providing all the necessary information for us (nameof the materials Richard needed, shops where we could get it cheaper).It was all very helpful.We would definitely recommend this company to all. It's a great valueand quality!Thank you Best wishes Alla and Nicolas

What a wonderful company... Great service, honest and so professional. Use then for my home and work places. Could not fault them.