Certi UK Reviews 711

It took over 10 months to get my boiler serviced. Time after time I was promised calls back. They promised they had contacted a local engineer but when he finally came he said they never had. They even told me it would be quuicker to arrnge a service myself and then claim it back, but there was a maximum claim that didn't cover the cost of service in my area (SE England)!!!!
Avoid, avoid, avoid.

After paying boiler insurance for 2 years we required a repair. We were without heating for over a week, during which we had temperatures of less than minus 6*, and two failed attempts by an engineer I received an email saying that they were cancelling the agreement even though the contract was for repairs up to £2,000.
Don't waste your money, avoid.

Horrific company and they are not regulated by the financial ombudsmen.
Steer clear!! They do not pay out. They do not reply to your emails, they do not reply to formal complaints. Expensive and ineffective company.

Terrible service.

We pay £29.50 a month for a Home Plan 500. £95 excess before an engineer will visit. So not the cheapest cover plan, but we had hoped that it would be worth it. We had never had a problem with our boiler but wanted the protection and the service plan just in case.

We had a Certi engineer visit to service the boiler when we first signed up in 2019. No problems with the boiler reported. The following year we receive a call from the Certi engineer offering us a service, that we would have to pay for!

Then I tried to chase the certificate for the 2019 boiler service as we were moving house, and Certi said they had no record of it. Then they said they had sent it via email. We never received this.

We tried 3 times to arrange a service for our boiler in 2020, but never managed to. We have now cancelled our plan with them and have gone with a much more helpful, and useful service plan provider.

Stay Clear
Firstley they twist the terms and conditions of the plan policy, i have 2 designer chrome radiators in the house one in the bathroom and one in the kitchen i had a problem with the one in the kitchen with not using the valve on/off for awile i had a slight leak from the inner of the valve...cirti insisted that this is not covered as deemed as a towel rail, the chrome radiator is as good as any other and has 2 valves same as the normal radiators but would not repair this under the plan, these two are part of the central heating system so wasnt too happy with this.
secondly another occasion they refused to repair my slightly leaking waste bathroom wash basin drain into main external soil stack as the ''Gas boiler heating Enginner'' who came to fix the initial valve leak said in his opinion that the strap on boss was faulty , funny because it had been there for at least 10yrs actually the clamp had cracked brittle with the weather conditions over the years the engineer didnt even get up on a ladder to inspect it correctly. after that i complained and was suppose to get a call from Cirti Engineer manager ,who deals with the claims he never rang back after numerous calls to request this
Finally to round it off my contract was coming to an end after 2 years i received a mail prior to this stating that my new contract policy was going up from £30 a month to £41 a month i rang to question this and got a vague reponse saying she would have to look into it as working from home with limited access details i mention that if you go online you can get the same plan 300 for £18 a month big difference to £41 a month i was offered a reduction straight away back to the original £30 a month still a big difference to a new customer of £18 hence i cancelled my renewal and went with another company by far alot cheaper.
in my opinion this company is a very unprofesional company and to stay well clear

WORST COMPANY EVER. NO SERVICE THEN WHEN YOU COMPLAIN RIP YOU OFF BY CANCELING YOUR CONTRACT AND CHARGING HIDDEN FEES. IF YOU GO WITH THEM THEN HAVE YOUR LAWYER READ THEIR AGREEMENT. THEY ARE NOT A REGULATED COMPANY SO DO NOT CARE AA YOU HAVE NO RECOURSE

Took out full cover in January last year after speaking with Susan (who seems to be the only person who answers the phone) and asked many questions to ensure I would be fully covered.
Called this week for a repair to be carried out only to be told that as it is not an emergency they will not send out an engineer due to COVID, and will only do so when all restrictions are lifted, if I am still in contract with them.
There is nowhere on their website, terms & conditions etc that states you are not covered for this, and they are continuing taking payments knowing full well that they will not fullfill their contract and carry out any repairs.
In fact if you check on the Government website for restriction rules, it states they can visit so long as they follow COVID guidelines.
I contacted Trading Standards this morning who explained they are in breach of contract and I am able to seek monetary compensation for damages- the monthly payments and boiler repair.
I thought it important for all you customers to know that even though you have a contract with Certi to carry out repairs, they will not with COVID restrictions in place, but of course they will keep taking your money and not advise you of this.
I have made a complaint and seeking compensation before passing onto Trading Standards, so will update my review and let you know how I get on.
Stay safe everyone!

Awful customer service. No boiler service given throughout my time with them. When I complained they closed the complaint and said no further correspondence would be given. Very unhappy with the company. Dont touch them.

I telephoned your office for a call out for my daughter who works at the school as she had no heating I told they would phone her after school she has had the same problem for months obviously the engineer does not repair properly My daughter had to phone herself and all she got was abuse from the woman on the phone my daughter pays extra insurance as the boiler in is the loft she was then told to pay £90 for the call out this is disgusting the woman at your company needs lessons in speaking to the public I did recommend your company but never again do not use this company

This is my second bad review.
So I took out insurance for my boiler
I asked if it was a problem that my boiler is in the loft. The woman (the only woman that ever answers) said not a problem. I since found out. Pay a fair bit extra because at in the loft.
So months ago i started having problems with the boiler
I really had to fight for anyone to come repair it. They advertise 24:7 call out
But no they don’t actually do this they have every excuse so they don’t call. In my last review I explain what a bad experience it was.
So the problem continued even after the plumber changed a part. The boiler keeps needing topping up and is leaking. I got someone to top it up for me so I could have the heating on. So when the plumber came it looked ok. Only a few weeks later it starts going off again. I rang today and was totally shocked by the response of the woman on the phone, she said there’s a £90 call out fee as last time the plumber came he said the boiler was fine! I said well obviously it isn’t fine.
she said oh you’re always saying this and that! Oh my goodness she was actually shouting down the phone at me! I told her you’re so unprofessional!
I asked to speak to the manager she just went on about coronavirus.
There’s no way she’ll pass on my problem to the manager.
Such a rude obnoxious woman.
I really think this company is a big con merchant I’ve been treated so badly.
It’s put me under so much stress.
I’m so upset months later I still have the same problem with the boiler.
I pay almost £300 a year to be told I will get a £90 charge if the come to see it.
I’m shocked upset and at loss what to do.
Please don’t give your money to this awful company.

A deceitful company that fails to honour its own promises, flouts the law, and operates no formal complaints procedure.

I purchased a Home Plan 100 but cancelled it within the 14 day cooling off period. Certi's website headlines the policy with the clear message "Absolutely no hidden charges" but it insisted on charging a £25 cancellation fee.

It took multiple calls and emails to be able to speak to someone who could assist with my request. Eventually I was advised that the £25 fee was to cover Certi's own marketing costs!

The Financial Services (Distance Marketing) Regulations 2004 state that a "supplier may not make any charge unless he can prove on the balance of probabilities that the consumer was informed about the amount payable". Given the very clear message about "Absolutely no hidden charges" I had no reason to expect any fees would be levied.

I asked for my complaint to be handled Certi's formal complaints procedure. It appears that they do not have one and consider the matter closed.

I will be taking the matter further. I would advise anyone considering using Certi to look elsewhere as there is zero respect for the customer or legal obligations.

i found the sales staff to be very efficient friendly and professional
it went through smoothly and without fuss

many thanks

Rang up yesterday evening as all of sudden the heating and hot water stopped working.
I took out the Certi Home Plan 500 (£0.00 EXCESS) cover in June 2020.
Was told on the phone that unless the outside temperature is not less than 5°C the call CAN NOT be classed as Emergency therefore it will be Monday to Friday working hours when engineer will be calling.
Explained in detail that I have 3 young kids at home, and due to current lockdown we aren't able to visit any relatives or take the children's to their grandparents house. I was still being told that this is the policy. I asked how you will know when 5°C or less temp will in my area and was told we will know.
After long discussions with James explaining that when emergency cover means "emergency" regardless of what the temp is outside. I was told that the diagnostic which James was conducted points out that it is common fault with this boiler type, and that the company deals with 100s of these boilers and the part will be ordered on Monday and will arrive on Tuesday hopefully and following the arrival of the part engineer will be arranged, again explaining I need an engineer to attend and despite pleading that I have young kids and due to lockdown need an engineer to visit the house and investigate as maybe he can find workaround on temporary basis or get the boiler working as I am no plumber to start troubleshooting hence I paid for the top cover.
James finally agreed to arrange an engineer visit within 24 hours and it is nearly approaching 24 hours and no call or update as of now.
3 young kids at home with no heating or hot water and this is what I am paying for Certi UK top cover.
The wait continues and I sincerely hope Certi UK management takes notice of this and other recent customer reviews and treats emergency cover as emergency cover and dispatch engineer to customer house to investigate.

My last review was quite bad. I need to say the problem was rectified but the company do not stick to the 24/7 every day of the year call out as advertised.
The plumber who came back twice to deal with the boiler was good so no further complaint in that. I was just upset how I was spoken to when desperate on the phone as if I was making a big thing out of nothing. Yes I do have a kettle but I pay £275 for heating and hot water from the boiler not the kettle. This woman needs some training in customer service.

I recently reviewed Certi U.K. - they responded to my review as follows -

Reply from Certi UK
A day ago
We are sorry to hear that you are unhappy with the service provided by Certi. Due to the current COVID-19 outbreak, we have been advised that all non essential works should not be carried out during lockdown periods. This has produced a backlog of services throughout the year of which we will be continuing to work through once allowed by government.

This response is in keeping with their overall appalling level of service - they blame the Lockdown from preventing them from carrying out the boiler service.

Can I remind Certi that the Lockdown came into effect on 5th November. I requested a boiler service on 30th September - so when the Lockdown came into effect 35 days had already passed, 35 days when they could have organised something - but didn’t.

I also notice they fail to respond to any of the other points I raised re. their appalling lack of communication. They were quick enough to reply to my review, but it has now been 17 days since I emailed their Complaints Dept with no response. Perhaps that is down to the Lockdown as well.

I cannot let Certi’s reply stand unchallenged - in my opinion it is misleading and valueless.

A good company with value for money

Have bought cover today as British gas is getting pricey. Hope this will do the requirements.
Thanks

AVOID! AVOID! Unregulated by the FCA so they have no reason to deliver any of the services you pay for.

I wish I did better homework on this one. The attractive low price is tempting, but go with someone else or save your money for a rainy day when you can pay an honest local tradesman.

Been with CERTI on their top Landlord Cover for nearly 18 months, and recently tried to claim (my first and only claim) for boiler that tenants complained was heating water for a few minutes and then ran stone cold. The boiler has to be ignited multiple times before hot water came through, but would only last a short time (not long enough for shower).

After charging the excess of £95, the report back from the contractor was that there was hot water upon visit and therefore no problem AND the kitchen worktop would HAVE to be removed for access to the flap of the boiler for any further investigation (even though there was an access hatch below).

Called CERTI (and get the same customer service rep over numerous calls made) said that as there was hot water when the engineer visited, and any further call out would have to be paid by me if the contractor say the hot water is 'working fine'.

'Working fine' meaning as long as there is presence of hot water -regardless of how long it stays hot for. If the worktop was not removed then I would have to pay the entire cost of the engineer. You would think that payments over 18 months + £95 excess would cover the cost of one visit.

Opted for a secondary opinion from a local heating company and they are able to access the boiler and diagnose the problem WITHOUT the worktop being removed.

This essentially meant that the works and investigation was possible on the FIRST visit, but CETI/ and or the contractor sought to charge me for multiple call outs.

I asked if a contractor of my own choosing could be used (and would be happy to be being reimbursed at the rate of their current contractor) to which I was given a FLAT NO.

So CERTI (the same person I dealt previously has consulted with the 'claims team') and gave me a few reasons why I would have to pay for an engineer to be sent out again:

1. They ONLY deal with total breakdowns - nowhere in the terms and conditions state this.

2. The presence of hot water indicated that the boiler is working and because the water was hot upon inspection then there was no problem. No indication as to how long the water was run by the engineer to observe the water turning cold and no investigation of the boiler given due to 'access' problems.

This company does not care that you have paid for years for an emergency service and for peace of mind to know that in such situations your problem will be resolved.

All they care about is taking your premiums and finding ways for you to pay for the call out changes/ works at a time when you require assistance.

I am now paying out of pocket and might as well flushed my premium payment over the last 18 months to CERTi down the drain.
Cowboys.

Terrible service firstly if you read all the good reviews it's about how easy it is to take insurance out and price very clever bit of marketing you get £5 off first installment if you write a review ! After 3 months I rang them as my boiler was losing pressure only to be told not an emergency as we have working boiler just loses pressure ?? So had to pay a plumber to sort £180 new expansion tank ! Alarm bells started to ring ! So I thought try the annual service I'm entitled to which I got no problem so little bit trust back . Now the real company came out my boiler stopped working after 9 months of this policy ! Rang them up sent plumber out fault said ignition failure. Plumber diagnostic gas valve not working gas to it not coming out other side ! I'm only lorry driver but surely if it don't ignite it won't come out ? But there the pros so a week goes by plumber comes with valve fits it then says can't get enough gas to test it on max power as per new gas safety guidelines he then told me gas metre is faulty and condemed it so now got not heating hot water anything ! He called the gas metre people out they tested everything no problems so next had get energy supplier metre people and plumber all here same time to sort this out ! New metre fitted no difference eventually they all came to conclusion pipe work was wrong too small but boiler ran for 11years ? Nothing said on any services ? Any company? So I had to pay myself AGAIN get pipework upgraded ! Insurance company said not covered for upgrades or faulty workmanship suprise suprise ! Got pipe work done plumber said ignition is faulty and put new one in all up and running so was it the gas valve after all??? So I asked insurance for warranty for gas valve work they did and copy of service certificate no problem they said never ever sent it ! Safe to say I cancelled contract after the year ! My advise go to a company that has there own plumbers . We had no heating etc for 3 weeks and if I hadn't paid myself still wouldn't Mickey mouse set up both blame each other plumbers and insurance and you have to chase everything up ! Avoid

Do not sign up to this company,paid one year of monthly payments to them received no annual service second year my monthly was increased after phoning them 4 times over a 2 month period to request an annual service which they guarantee their engineer would contact me to arrange this did not happen so basically paid 18 months of direct debits received absolutely no service.....waste of money. You wouldn't go for your weekly shop at the supermarket fill your trolley,pay and leave your shopping in the shop and go home with nothing so why pay for I service they don't provide??