Centrona Gas Reviews 107

Please don't use. We have had boiler insurance since 2015. Our boiler was serviced Nov 21 and certified. It subsequently broke down over Xmas and Centrona had no one to look at it for two weeks - apparently they have only one engineer employed at that time. I engaged with another certified independent engineer who said it was not serviced properly and should not have been certified. I have tried contacting Centrona since January to complain and cancel my insurance (as they clearly are unable to deliver on their promise) and they have ignored my phone calls/emails to discuss with management and continued to take monthly payments by Direct Debit until I contacted my bank to stop them. I would strongly urge anyone to not use this company.

Very professional and dedicated service. Jon and his team took the time and care to walk through the options for replacement boilers and quoted for the service quickly in order to get a speedy replacement for the broken down boiler. Replacement service was conducted in a highly professional and timely manner and working heating and hot water was soon restored to the property. I can recommend their service wholeheartedly.

I asked Centrona to visit my flat on 9 December 2021 as the electric air heating was not working correctly. I paid in advance. I am not sure if they went to the correct address as the invoice sent to me was for a neighbours address.
Over 3 weeks I asked for Engineer's report so I could see what the problem was and what measures were undertaken to correct. It eventually arrived providing details of checks carried out. All the checks were "check gas this..." "check ignition..." and many other checks for gas.
My flat is in a tower block and has no gas, so how did Paul the Engineer carry out gas checks on a flat with no gas. I need to provide the tenant and local council with proof that I have addressed the heating problem, giving them a gas report for a flat with no gas does not suffice.
Every time I call to try and resolve I get someone else giving me a load of flanel.
The only reason I used Centrona was my usual guy was having a hip replacement, I have to now pay him to visit the flat and see if there are any issues.
Please do not waste your money and time on Centrona.

Paul has always been a total professional. Prompt, polite, great communication, tells it like it is in terms of my options, and gives great advice. I thoroughly recommend him.

Centrona Gas installed our new boiler in 2015 and have been doing an annual boiler service ever since. The boiler is working brilliantly still. They are a really friendly and professional company. We have gotten to know Paul as he does the service each year and he's always on time and does a great job. When the pipes froze a couple of years ago due to very cold weather, Paul was able tp talk me through what to do over the phone shortly after I called in. I cannot recommend them highly enough-honest, high quality local service.

Paul Lawson was very helpful. He checked our boiler and central heating systems and gave us practical tips for using it through the winter. Very helpful and efficient.

Paul has serviced our (ageing!) boiler annually since 2016 , most recently in May this year. He has also carried out a couple of repairs (2017 and 2019).
I have found him professional, efficient, reliable and personable and am delighted to commend his services.

About a month ago we had a problem with the boiler.
We called Centrona Gas for assistance.
Engineer called Paul arrived very promptly, he diagnosed the problem straight away and repaired it quickly. We were very happy with Paul's attitude and the his professionalism.

Terrible company. Unorganised and don’t seem to communicate between staff. John had promised me to resolve my issues. Only to not answer any of my calls after the initial complaint.
After various calls to the office my problem is still in dealt with 3 months later.
Wouldn’t recommend

Absolutely appalling company. My parents have been left without central heating all over the Christmas and been offered help on 5th jan. They are 82 years of age and my father is vunerable. They called on Christmas Eve to report the fault and nobody called them
Back. I am so angry with this shoddy company and will be taking legal action as their website offers 24 hour emergency service. Shame on you, absolutely disgusting treating your older clients like this they should be priority.

I had Paul around to service my boiler to keep the warranty in date and he called to let me know when he would arrive and was on time which is a good start. He explained everything going on and fixed a few issues i didn't even know i had which was surprisingly good.
I signed up for the cover and now have the piece of mind that if anything goes wrong all i need to do is call and centronagas will be round to fix it for no extra charge which is great as my last boiler repair was very expensive. I was hesitant about using them following recent reviews but paul explained most were due to issues surrounding covid and the old office they had. Hope this helps. Thanks

I have had engineers booked in two occasions to resolve installation issues (Centrona have the installation contract) that will invalidate my warranty.
They have failed to attend on both occasions and have not called to advise this.
Two days wasted waiting.
When I called I was told that my booked engineer had Covid. When I challenged the person as to why I hadn't been called I received no answer but was promised a call back soon - 6 hours later no call back.
The company who I purchased the boiler from have now promised an engineer from a different company.

I had been with Centrona since 2013 I have a portfolio of 11 properties. in the early years they were so good, a breath of fresh air from British gas, however in the last 2 years the company has gone from excellent of appalling. Every one of my tenants has complained at the lack of service from them. to the point this week no one has answered the phones. I pay for a 24 hour service, some of my tenants have waited months for parts, engineers who don't turn up, or turn up when not booked. I am so disappointed in how this company has lost its way. I would not recommend to anyone who is looking for a reliable service. Everyone of my properties should have had a service this year with a landlords certificate. none of this has been carried out, so what

This is my second review.
Funny enough I received a phone call requesting the reason behind my review. When explained they were happy to cancel my direct debit.
However i never got the boiler service which I paid all year and I am still waiting for my tax invoice which I did request them several times via email.
This company should be and will be reported under the Consumer right act.

Very disappointing service. I had a contract with them to maintain / service central heating. The office proved difficult to contact and often didn’t respond to my messages. The engineer didn't reply to my calls. I had radiators and a boiler that did not work properly for months despite numerous visits. I terminated my contract with them, found a new company who immediately fixed the problem. I feel I got nothing for my monthly payment.

Professional & caring very impressed with efficient completion of the job. He is very trustworthy and explained in detail so that I could understand. After completing he asked me to go through with the connection myself (nearly 74 yrs) and it is amazing how much I understood Paul's instruction.
He is an asset to the company.

Looked after very well by Paul. Signed up to the very affordable cover meaning this great company will look after all my boiler needs. Couldn’t recommend higher!

Rated poorly for: Responsiveness, Quality
I have 2 properties covered by Cetrona Gas and never heard from them all year. Called them up last month to book a service on both boilers as included in the service plan and was told I should have booked in the summer, however they had the WRONG EMAIL. 1st red flag. The first service was done in Croydon and what was carried out in the service was not as per schedule and was told the magna clean would not be cleaned incase it broke whilst removing. A second service was booked for my house in Bromley, same situation as above, magnaclean might break however my pump was noisy and would cost £165 plus vat and fitting as I was a 'NEW' customer, later to find out I had actually been with them for over 18 months! This also was found out by me calling them and no one calling me back! Pump replacement booked for last Tuesday , so taken another day off and 'Paul the engineer' turns up comes in and tells me he doesnt have the part! So my whole day wasted-loss of my holiday days. So why did he even turn up???Rebooked for today Friday and 'Paul' turns up and my wife has taken the day off today to sort out and he changes the pump and the electrics trip. Was told he needs to pop out and will be back at 130-2pm knowing clearly she had to pick up my 7 year old from school. SUPRISE SUPRISE NO CALL. Called him up and he said he is waiting for someone to confirm the part in stock and will call back. 3.30 no call, so I call the office to be told that he has not spoken to the engineer and will contact him. Still no call so I call back to be told that there is sludge in my exchanger and the boiler in NOW uneconomical to repair but they can fit a new boiler for £1800, "you can just stick it on a credit card" I was told. So I have had a PERFECTLY WORKING BOILER, with occasional pump noise this morning now needing replacement!! Came home and my boiler is hanging off, my dishwasher in the middle of the kitchen and rags on the floor. PAUL not answering the phone because he knows he has LIED by not coming back to finish the job, LIED by saying he would call back and has LEFT A FAMILY WITH AN ASTHMATIC 7 YEAR OLD WITH NO HEATING OR HOT WATER!! The main office dont give a #### just want to sell you a new boiler. So I hope that they can sleep well tonight while we shiver in the cold where we had a perfectly running boiler this morning!! I have emailed trading standards and have taken pictures of the situation I have been left in and have requested a REPORT from them as NOTHING was provided. *** PLEASE PLEASE STAY AWAY FROM THEM IF YOU WANT TO BE WARM THIS WINTER ****

Prompt, friendly, thorough...had a new boiler installed within days of first contact, job took but a few hours to complete, now I have hot water and decent pressure, couldnt be happier!

Appalling company, use at your peril.

We had an intermittent hot water fault and called them on Tuesday morning to come and have a look. The appointment was booked for Thursday lunch time.

Late on Tuesday the problem escalated and the boiler shut down with an error code that the manual indicated required a Worcester Bosch Engineer which I organised as the installation is only 18 months old and is in warranty.

I rang them first thing on Wednesday to cancel as a Worcester Bosch engineer is being sent on Thursday, but they have taken £96 and refuse to refund as they have a 24 hour cancellation policy. When I pointed out I was cancelling over 27 hours before the appointment, the policy magically changed to be 'the day of 24 hours before'.

There are no indications of their cancellation policy on their website and when challenged I was told I could be sent the policy so I can see it, which is rather too late.

The situation is ridiculous as the need for cancellation could not have been foreseen and when the engineer comes out there will already be a Worcester Bosch engineer there working on the system.