E And W Plumbing And Heating Ltd

Thank you for taking the time to provide feedback and we are very sorry to hear you have not had been happy with the service provided to you. We take customer service very seriously and it is extremely rare that we find any of our clients are not fully satisfied with the service we provide. We are aware of the issue you experienced and I understand the issue was rectified free of charge very soon after it was raised with our office. We have discussed the problem with the engineer who visited you and it is our understanding that the engineer correctly diagnosed the fault with your system but unfortunately fitted the wrong type of component as he picked up the wrong (but very similar) part from his van. It is a shame that human error has come into play but it is just that & we are glad that the issue has now been resolved. We have done everything we can to rectify the issue for you as quickly and professionally as possible and trust everything is working as it should be. Rest assured there will be no damage to your under floor heating system as the temperature is controlled by a blending valve on the manifold itself which is completely separate to the part that was replaced. Once again please accept my apologies for the unfortunate turn of events and be assured that we have taken action to avoid this type of situation occurring again in future.

Hi Peter, Many thanks for your review! We will pass your kind words on to Connor and please let us know if you need any further assistance.

We are sorry to hear that you feel the service you have received has not met with your expectations. We were upfront about the timescales in which we could deliver the work and met with every agreed deadline. We also squeezed in an extra day of emergency hot water repair work within just a few days of the issue becoming apparent. Additionally, we had one of our office staff travel nearly 2 hours to drop electric heaters to you at no charge prior to any work being undertaken. The system was tested in your presence and left working correctly upon completion. It is unfortunate that some of your existing valves are now failing but the issues you are experiencing are completely unrelated to the work we carried out. We have gone above and beyond in trying to assist you, even taking a call before 8am on a Sunday to talk you through dealing with a leak that had been caused by yourselves. I am sorry to hear that we cannot add you to our list of 1000's of satisfied customers but feel we could not have done any more than we have already done to ensure your satisfaction.

I am pleased that you are satisfied with the customer service and quality you have received from us. As a family run business, it is of the highest importance to us that our clients are completely satisfied. I am sorry to hear that you feel the service you received did not offer the value we consistently deliver. I am happy to provide an explanation as to why we have recommended the repair work for which you were quoted. Due to the hard water in this area, it is very common for toilet parts to become heavily scaled and damaged. This issue is more common with concealed type cisterns such as yours. The components used in concealed cisterns are not generic and are considerably more expensive than those used when repairing conventional toilets. We typically charge between £75-140 for a conventional toilet repair. Most toilet repairs are completed within an hour which is covered by our call out fee. Unfortunately the price of replacement parts is not something we can control. The majority of our work is carried out for private individuals as opposed to larger contracts. Having repaired thousands of different toilets in the local hard water area, we are well versed in the problems that occur and best ways to complete long lasting repairs. It is always our aim to offer the best long term solution to our clients when completing any repair work. This stops-call backs and ensures that the repairs we carry out don't fail soon afterwards. Thank you for your review and custom!