Kent Heating Ltd

Needed a new hot air unit installed. Calls either unanswered or not returned. And this is before they made the sale!

I needed my warm air vent system serviced and Kent came up trumps. Quick to respond to my request, my system received a thorough service and a new part was needed. Just awaiting on it to be fitted. Kent Heating has been great so far, Connie was v friendly and helpful on the phone, Ryan the engineer answered and allayed any queries I had and Simon called very soon afterwards to discuss works required. Ryan even showed me the part that needed replacing so I knew the detail and what to expect. You cannot fault this company for their customer service and communication. Clearly a company that has the customers' best interests and safety at the forefront, as it should be. I can't recommend this company enough and I am one very fussy customer! Kent Heating Limited all the way.

Installation of the Worcester Bosch 30 2000 combi boiler and the Starley Aquair s10 warm air unit. They done an excellent job. Punctual and reliable. Would highly recommended to everyone.

Communication is extremely poor and because of this we will not be using Kent Heating to carry out works needed. A shame because we used them a few years ago and were really pleased with them which is why we contacted them again. On the 13 March Ryan called round as arranged. We paid a 72gbp 'diagnostic' fee for this call out. We were looking to get a power shower replaced (direct swap), our boiler serviced, our heating and hot water timer controller replaced plus find out why one of our radiators does not get hot. Ryan was polite and talked me through what he had found and advised me that a quote would be sent out to me. I did not hear from Kent Heating again so I phoned them on the 21st March only to find that we had to go over everything with the person on the phone as it hadn't been communicated fully further than Ryan. My husband also had to provide radiator measurements and a photo of the controller. We were then told that they could do the controller and the boiler service and would contact us to schedule this. They told us they wouldn't change the radiator without changing the entire system as this could potentially cause another problem. The next day Gary called to schedule our boiler replacement (!) which we did not want, was unaware of the controller replacement and told us they could change the one radiator after all and that he would be in touch with a quote. As of April 2nd we have not heard anything else from them so are now looking for another plumber. Very disappointed and annoyed that we paid the diagnostic fee for nothing.

Wow, what a stonking outfit this is, really professional and reliable. They gave me no soft-soap sales pitch, just an honest quote and no pressure, then they came over when they said they would, did the job tidily in two days and came back to sort it when there was a small problem. They replaced my 45-year-old warm air unit with a new Johnson & Starley combi boiler, a real beauty and so efficient. Thanks to the regional manager at J&S for putting me on to Kent Heating Ltd. Unfortunately there is no-one left in Essex who does warm air work.

We needed to update our extremely old Johnson & Starley heating and hot water system. Kent Heating Ltd was recommended to us by a British Gas Engineer. Gary from Kent Heating Ltd came and gave us his advice and quoted for the services that he could offer. There was no hard sell, no chasing us after we received the quotes, we were given the time to weigh up the right option for us which was brilliant.
We were happy with the quote to fully upgrade the system to a new Johnson & Starley combi boiler and Johnson & Starley Aquair unit.
We arranged a date that was perfect and wonderfully quick.
Matt and Liam arrived exactly when Gary said they would and were two of the nicest workmen we've ever had in our home. They were polite and courteous. They did an amazing job over two days and cleaned up so well when they had finished you would never had known they were here!
Wonderful gents that are a real credit to a wonderful company.
So happy with the work and we would recommend them to anyone. Thank you all at Kent Heating Ltd.

My annual boiler service completed for another year, great service all round from the office and engineer thank you

AVOID Rude, aggressive and unreliable.

We got a quote from a man named Gary to replace our warm air heating. We we were happy with the quote and went ahead and set a date. We have a vulnerable person in the house so we did need the work done before the weather got cold but they were very busy so they said we'd have to wait a while which we had expected and were prepared for.

As the date approached (about a week or so before) my father emailed and WhatsApp messaged Gary to confirm the date because he needed to sign the contract and firm up details and no-one replied. They turned up on the day and I said we can't let them do the work until the contract is signed. The initial gentleman I spoke with was polite and absolutely fine. When Gary arrived he was raising his voice and had an aggressive attitude because to use his words "I never check my WhatsApp"(which for some reason was our fault), even though WhatsApp was how communication had been initiated plus we had sent an email (all of which we have screenshots for). Gary continued to shout and rave accussing us of lying while we calmly (as we knew we had done nothing wrong) asked him why he was getting angry as there was no issue with them working that day just with a contract in place. He stated that he we'd have to find someone else to do the work and stormed off by this point we were fine with him leaving.

Not only is this absolutely terrible customer service and disrespectful (as this all took place on on our own property) but we then were left with poor heating and someone with arthritis in the run up to winter.

Though we won't get it we definitely deserve an apology as the error was entirely Gary's and the company's by association. Someone with that temperament should not have anything to do with the public let alone customers.

EDIT (in reply to response)
This response is golden and representative of my review. Thanks for the assist. Screenshots to follow.