CET Reviews 4.317

CET immediately understood my predicament and were quick to find someone to fix the problem. Their local gas fitter was absolutely excellent, repairing the main fault with the boiler and a couple of secondary issues. A first class service from CET and their business partner.

First class service and expertise. Also super quick in coming out after an urgent call. Very impressive.

Appalling Service on boiler repair, refusing to update or provide compensation for lack of action.

Excellent service by telephone and by operative in carrying out the repair.
Using the online reporting via NatWest Benefit site is difficult ONLY because the background to to page is purple and the text asking for information is red. Makes it difficult to read if the text is on a phone. This doesn’t affect the great service but makes it problematic to complete online form.

Efficent service.
Was kept Informed on the visit from the contractor.
Felt like they cared.
When the contractor arrived he was knowledgeable and efficent. He gave me a detailed verbal report on the problem and what action he was to take
Would recommend

The plumber was both very helpful & informative and left me with clear instructions as to what steps to take next to repair the fault.

Terrible service! They just do everything they can to avoid claims and do their job. Called for a pipe leaking, which is an emergency. A plumber was sent and said it wasn't (he didn't even turn on the valve to check). He said it was the bath sealing, so it wouldn't be covered (it wasn't, because I called another plumber to do it, but the leaking is still coming out). Called the call center, and they said they couldn't do anything because their plumber had already assessed that. What kind of emergency cover is this? You take your customers' money every month but refuse to do work when something happens? At this point, it looks like a scam to me!
Ref: HE-1146231

Excellent job, I’m happy

The customer service team is simply amazing! Asked lot of relevant questions and provided support and solutions within minutes.
Very pleased with the service they provided, they went above expectations!

He turned up when they said he would, he quickly diagnosed the problem and then he fixed it just as qùckly. He then took the time to explain exactly what the problem was and how he cured it.

Avoid!!!
Their contractor wouldn’t carry out the repair required despite having the part on his van “because it’s Sunday and nothing gets done on a Sunday”. He was also rushing to his next job in Coventry despite only being at my house for 5 minutes when he is being paid for a call out inc first hour on site at an OOH rate!
Now instead of allocating a different contractor who’s competent to do the repair and taking into consideration I have a vulnerable child at my property CET think it’s acceptable to make me wait for the same contractor to come back. However apparently this contractor no longer has the part stocked and has had to order an TRV to be delivered to them and I’m having to wait. For context this is a TRV stocked at all plumbers merchants on the shelf for less then £10. It’s been 4 days so far with a vulnerable child and no heating in their room.
Very clear that CET will not reallocate because they put their relationship with that contractor before their customer and more importantly a vulnerable 3 year old. Disgraceful company.
I’ve since had a manager call me back who spoke to me like I was one of his bro’s. No wonder the agents are incompetent and don’t know how to treat customers if this is the example the management are setting.
He had no knowledge of my policy wording and clearly has never had training on vulnerable customers or consumer duty as this is certainly a poor customer outcome.

We found an issue with our boiler at 8am in the morning and by that afternoon Brad came to assess the problem.
He clear explained the issue and how he could fix it, and that he could do it that afternoon.
He was polite, respectful and very professional .

This is the second time I used their emergency service within a month. It's referred by the insurer Directline. This time is about a drainage block. I think within half an hour I reported the incident, a lady rang me up for more details. She then assigned their plumber who gave me a call confirming that I will be their next stop. The fix was quick and professional. I have no reservation to recommend the use of their services. It's a shame that I didn't ask for the name of the lady. The plumber, however, if I remember correctly, is Mark. They both are an asset to the company.

If I could go e this company 0 stars I would.I am a 69 year old disabled vulnerable heart patient with other multiple illnessess.Under payment shield home emergency on my house insurance I called them.to unblock an outside drai .Firstly,story is to long over the 11 day nightmare I've had with them.They don't give a Ross about vulnerable customers,communication between the phone operators and I'm ers they sent the job to is zero.The 1st plumber lifted a load of sewerage out of my drain with my garden.broom and tools,came in with nothing,spent 1 minute there,dumped or all on my patio under the kitchen window,came in said he couldn't do.it,needed someone more experienced.I had to move out to a hotel 1st night no toilet connected to.the drai ,got there midnight I wasn't booked in.2nd plumber(same company y.tjey sent again,nobody more experie ced.2 days later they .ad me wait all day no toilet even.thoigh I said I.was vulnerable needed.the toilet,just come out hospital severe pneumonia I'm.havi g to wa der round the shops all day feeling ill so I could get to a loo3rd guy Co.ws,same company again (they still.hadnt sent a specialist as was said earlier.Unocks.the drain no.equipment.uses my garden tools that are now all covered in co tami ated sewerage,walks.off leaves the sewerage on the path under my windows and worse still I look out 2 days later the cover has been taken off the big main.drai. in the garden.Yesterday I saw a.rat.Another guy co.es,doesn't.know what he's come.for and was so.verbally and physically aggressive I.had to.shut.the door.You get thrown round d a co tact ce tre,pho es slammed down, titled a d now 40 callsater they are REFUSI G to clear.the waste,take a d replace tools they soiled or put the ma hold co er back.They have left me in a da serous living g area where I could die if I go outside with the contamination. Bu.ch if.bullying liars and crimi also.E en.the umber said.they get it with this company all.the time.Im.taking them to court

We used CET with the recommendation of our insurance company. On the first visit the guy only ‘rodded’ our drains and cleared some blockage. But didn’t completely clear it. So after many many phone calls and emails over many weeks. We finally had CET come out again. This time to jet the blockage. Only to find we had a break in the pipes underground. The call centre staff were mostly unhelpful as they were insisting we paid for the second visit. But after digging our heels in and made many complaints, it was finally agreed for CET to revisit the second time free of charge instead of us paying £310.00 for an unfinished job!!
I would not recommend CET. The guy (Ian) was very heavy handed. Didn’t offer to cover our hall carpet for him to bring his equipment in and out through the house which had raw sewage on the jet pipes and wheels of the pump. Fortunately we had plastic sheets and tarp to put down. He didn’t clean up after himself on the first visit and barely cleaned up on the second. BEWARE. Use an independent if you need a drain company. We ended up doing this. Our experience with the independent was far superior.

“Excellent service from start to finish. They arrived very quickly, answered all my questions, and handled everything professionally. The emergency call‑out was first‑class — I couldn’t have asked for better.”

What an appalling company, don't touch them with a barge pole!
Contracted to come out within 24 hours of calling them, earliest appt offered from today, 9th February is Friday, 13th February!JOKE! Don't waste your money if this is the company your insurance uses! Go elsewhere!

Easy to arrange the call out. Kept informed of arrival times. The person attending was very friendly and helpful and cured the problem.

Quick turnaround, fixed the issue , good comms .