Frightening, time consuming and stressful.
I called a number - 020 3820 2015 - and they took payment of £169 for an EICR. I was advised I'd get a call the next day from an engineer to book the visit. No call received, after 5 days. No email receipt of payment either. Now the phone number has disappeared from the internet.
I realise it's not even clear who I've booked it with - Propcert, or EPC... the companies seem to be the same but different, and even the phone operator couldn't explain it to me. I don't know who has my money (PropCert have terrible reviews - see Trustpilot page for them with a score of 3.6).
So today I call them again and it takes 20 minutes to get through to someone. Then I'm put through to some other company that's local (Polarity?) with terrible online reviews. This woman books something in for me but will not send me an email confirmation, saying I'll get one from 'whoever you booked it with'. The whole call took an hour of my time. Still no confirmation of booking received, 6 hours later.
I'd like a refund please and have requested full investigation by my bank.
** Update, 7 days later. I received an email from The company. They denied that I'd used the phone number I mention above - but it's listed on my call history. They also claimed that I'd called a different number. That number has never appeared on my call history. So it seems there's been some kind of merger, or there are multiple companies in some way that even they are confused by. They offered a full refund, which was good. But by then the process was moving forwards. The engineers were due to come and after another 5 days I hadn't had confirmation of whether or not they have. I emailed again today to be reassured that it's been completed and my certificate is on the way. This isn't the first time that Propcert/energyperformancecertificates have been absolutely awful to deal with - I had issues with them over a GSC in the past too. Pimlico Plumbers are expensive but every single time they are efficient and centralised. I'm going back to them from now on.
Reply from energyperformancecertificates.co.uk
Hi Sarah,
I’m so sorry to hear about the experience you’ve had — the delays, confusion, and lack of clear communication are absolutely not the level of service we aim to provide. I completely understand how stressful, time-consuming, and frustrating this situation must have been for you, and I want to sincerely apologise for the inconvenience caused.
It’s very concerning to hear about the difficulties with the phone number, confirmation of your booking, and general uncertainty around your order. Please be assured that this is not reflective of the service or professionalism we strive to provide, and your feedback will be shared internally to help us improve our processes and prevent this from happening in the future.
I’m glad to hear that a full refund was offered, but I completely understand that the process itself has caused unnecessary stress and frustration. If there is anything further we can do to assist you or improve your experience, please don’t hesitate to email us at info@propcert.co.uk
. We would be happy to help clarify any remaining concerns and ensure that everything regarding your order and certificate is fully resolved.
Once again, I sincerely apologise for your experience. Thank you for taking the time to share such detailed feedback — it helps us identify where we need to improve and ensure a better experience for our customers in the future.
Kind regards,
Hayley
Customer Service Manager
PropCert
