Contract Heating

★★★★★

“My experience with Contract Heating was a few years ago, but was so bad I’ll not forget. Initially, a new boiler was installed in the wrong location. The actual installation of the boiler in the right location took 4 days. 2 big holes were left in the external wall for a flue pipe in the wrong location. It took weeks and weeks to sort out, and no compensation was offered. After a lot of unnecessary stress and communication, over weeks, a small discount was agreed. I continued to have issues with the boiler for the following 2 years. In year 1, I discovered it hadn’t been installed properly, and Contract Heating had to come back out and rectify it. Year 2 I had to make a warranty claim, as it went faulty. Details: I called Contract Heating to repair my boiler, but the fault returned shortly afterwards. My boiler was in a hallway cupboard. Contract Heating came back out and told me I’d need a new one. They advised it was easier to install a new boiler in the bedroom, directly against the external wall. I made it as clear as possible, I didn’t want a boiler in the bedroom for the noise and because it was ugly. Over 3 weeks after contacting Contract Heating, to say the boiler repair I’d paid for hadn’t worked, they came out to install a new one. I came home on installation day… to find a boiler in my bedroom. They agreed to rectify the problem. During the move of the boiler to the cupboard, they ran out of flue pipe, so it had to be ordered. On day 4 of the installation, the boiler was finally back where it should be in the cupboard, but I had 2 large holes in the exterior wall (1 from the old flue and 1 which must have been an accident), which clearly isn’t good in Dec. I also had holes drilled right through the wall into the 2nd bedroom, which I assume was just clumsy work when fixing the boiler to the wall. The reason I am so bitter about this is because during all of this, I was, I feel, incredibly relaxed and patient about the whole thing. I didn’t get annoyed once. I was actually very reassured by the Contract Heating employee I spoke with on the phone that this would all be dealt with and reasonable compensation would follow. I then got an invoice offering no compensation and including the cost of work that hadn’t even been carried out! (Specifically boxing in the flue pipe, I told them I would find my own joiner). It took over a month (in Winter), to get the large holes in the external walls repaired. I then got another invoice, still offering no compensation and still including the cost of work that didn’t even happen. I stayed calm and polite but couldn’t believe what was happening. After phone calls and emails, I eventually got an invoice which offered less than 4% discount. I took time off work, went to Citizens Advice, and sent a letter requesting a 10% discount (which I still think is less than they should have given), stating if not, I’d want to progress with an Alternative Dispute Resolution (ADR) Procedure within 14 days. On the 14th day I received an invoice with 10% discount. I then left a review on Google, which I feel was a fair representation of what occurred. The Company Director then called, inviting me to a meeting to discuss what happened, etc. I didn’t think there was anything to gain from this, so politely declined. I then got several calls over the next week or so. The Director essentially tried to blame me. It was all pretty weird and unnecessary. It was a deeply unpleasant experience start to finish. Getting my boiler serviced 1 year later, another company came out and told me the boiler had been incorrectly installed, specifically the flue was too close to a down pipe, and would need to be rectified. Contract Heating had to come back out, (after all that), and fix their mistake. Year 2, second service of the boiler, I was told the boiler had a leak that would require a warranty repair. This does not include all of the issues I had during this experience. I have retained emails, timelines, some photos, and correspondence, etc., from this episode.”

★★★★★

“Really great service from Contract Heating Edinburgh. Easy to book, everything was straightforward, and they handled both the gas testing and electricity testing without any issues. Professional, efficient, and hassle-free, couldn’t really ask for more. Would happily use them again.”

★★★★★

“Absolutely appalled at how the receptionist has just addressed us due to needing to reschedule the job (at the most notice we could possibly give) due to a family member being seriously unwell in hospital. We were advised that several attempts have been made to contact us however those dates were all after the date of expiry and therefore not our responsibility to rearrange our urgent appointments for something that could have been organised at earlier dates. I could not believe her tone, her tutting, annoyance and what seemed like a threat to notify our letting agent (we also noticed them ourselves). At a time when someone needs to rearrange something, given the nature, compassion goes a long way and this was shocking.”