R C H Heating & Plumbing Ltd

Thank you for your review. Firstly may I offer my sincere condolences for the loss of your parents to COVID. I fully understand that this will be a difficult time for you. From our records, you requested a call from us to your parent’s property for a leak from the Vaillant boiler. We booked the engineer to call on Friday 19th March and you were advised of our call charge which was accepted by you. It was determined by our engineer that the leak was in fact on the hot and cold pipe work under the flooring and that this had been an ongoing issue with your insurance company. We made an attempt to re-establish the mains water supply via the external Water companies stop cock. However we found a lot of water in the chamber indicating that there was a leak from the boundary stop cock which is the property of the Water Company. With experience there would have been a possibility of the stop cock breaking and causing a flood, which we would then be responsible for all associated costs to repair. Therefore yes this is our company policy not to handle the main stop cock in this situation. The engineer had a stopcock key on his van. I spoke to you on the same day and apologised that we could not re-establish the water supply and explained the reasons why. Our charges are competitive and I do not believe that £ 78.00 is an exorbitant amount for an engineer’s call. Should you wish to discuss matter further then please do not hesitate to contact me Mr Paul Hurren Director

Thank you for your review. I am surprised in receiving this review with the heading “ The Curse of the third job “as we have carried out a total of 5 jobs for our customer since February 2016 I fully understand the comments with the regards to the long delay with this replacement cylinder, unfortunately in this instance we have all been severely let down by the manufacture and supplier of this special order cylinder. On behalf of the company I can only apologise and can assure our customer that we have made every effort in trying to resolve this delay. I understand that the cylinder has been delivered direct to our customer’s property as of Friday 24th March. We have scheduled in the installation with agreement from our customer for Monday 27th March. I have to disagree with our customers comment that we have been completely lackadaisical as we have been in constant contact with our customer and the suppliers. I have to disagree with our customers comment that I was rude to her husband, I was making a point that I do not tolerate being threatened in any way and requested that the customer please do not threaten me as I have been making every effort to resolve this situation If I came across rude then I sincerely apologise, this was never my intention. I have always treated our customers no matter what number of jobs with respect and full understanding when it comes to being without heat and hot water Mr Paul Hurren Director