Watret & Co Ltd

Awful terrible customer service on the phone rude inpatient and impolite I think it’s absolutely disgusting terrible company

Van driver on the M25 couldn’t drive to save his life. Idiotic behaviour

Had great service once again by kaloyan on the 1st and once again he was great ,u can send him again

I thought I was the only one that had an encounter with extremely rude woman who answers the call. Rude to the point that she hung up on me for being upset that nobody turned up to the emergency appointment (I have no hot water for the past 5 days and is scorching hot outside) that they have booked. In order to be home I have cancelled my train ticket as was meant to go somewhere and nobody came. The woman on the phone said engineer did come BUT there was a market and there was no parking! How can a tiny market on THE PAVEMENT be the reason for not turning up? Plus there is a car park right next to my house. Stop lying and take responsibility for your actions. To the rude woman on the phone, who by the way, when last year my heating stopped working and they fixed it after a week, told me I should have been prepared an have a heater - you lack manners and empathy. You are not people’s person and should get sacked ASAP and never work in customer service again!

How long does it take to fix a boiler? Hmm if they did the gas check on time this wouldn’t of happened 10 month down the line

Excellent customer service and workmanship, im in a council property and needed a bathroom refit and the contractors were trying to get watret to do a bodge job, but the lovely gentlemen didnt allow it and did the job correctly. Thankyou

I am writing to express my sincere gratitude for the outstanding service I have received from your team. From the installation of my new boiler and radiators to the customer support throughout the process, my experience has been nothing short of exceptional. I would like to give special recognition to Simon, who single-handedly installed my new heating system. What a credit he is to your company! His professionalism, work ethic, and craftsmanship are truly remarkable—something I rarely see these days. I was particularly impressed by his punctuality; arriving early yet waiting in his van until his scheduled start time, a level of dedication I have observed even when he was working on my neighbors' properties. He was polite, meticulous, and left no trace behind apart from the beautifully installed boiler and radiators. Please pass on my heartfelt thanks and appreciation to him. I also want to commend Louise, who has been an absolute pleasure to deal with. Her friendly demeanor, in-depth knowledge of your engineers, and efficiency in scheduling appointments have made every interaction seamless. A special mention goes to Russell, who conducted my initial assessment. He was incredibly respectful of my home and engaged so well with my toddler, even with the constant interruptions! His patience and professionalism did not go unnoticed. And last, but by no means least—Andy! What can I say about Andy? He has been to my home more times than I can count, and I am convinced there is no issue he cannot solve. His expertise, professionalism, and dedication are unparalleled. While I am thrilled with my new boiler, I must admit I will miss his visits every autumn and winter! Overall, Watret, congratulations and well done for getting right what so many companies seem to get wrong these days. Your team embodies exceptional service, professionalism, and genuine care for your customers, and I am truly grateful.

Terrible customer service over the phone, two days now in a row I have taken time out of work in order to grant access. Yesterday, gentleman came took photos of the issue to pass back and have an engineer come out... Today, we are informed about 30 minutes before the engineer arrives that they are coming, he comes in totally unequipped for the job and says he requires additional parts. I call up to find out as and when the repair engineer will come out and am told they have no idea. I try to emphasize that I can't keep taking time out of work for this and need to be informed when this is going to be repaired and am then told it is pointless having the conversation with the lady on the phone to which I hang up as that is plain rude. The issue itself is a flooded boiler which was the reason our boiler was previously shut off in May last year, the 'repair job' was done at that time but evidently not actually done properly. We are now left in winter with no heating or hot water, provided cash milking electric heaters for the mean time but still no more information provided to me. Not good enough and total lack of empathy to the situation they have left us in.

They have a van like a breakdown service touring the city all day to respond to emergencies at homes. Unfortunately the times they talk about 24/7 is a lie. They have an operator at night taking calls but no service night time. The time I’m writing this comment , this is the second day without central heating or hot water . But unfortunately we give NHG all the responsibility for hiring cheap contractors.

My initial appointment was with Russell who checked with me. What needed doing and offered me choices of the type of boiler I would need. On the due date for the work to begin. I received a call from Russell to let me know that an engineer was on the way this was in addition to a text message that I had received to let me know. Mark arrived on time. Was friendly, thoughtful and efficient. All the work is done to an incredibly high standard and Mark went above and beyond by fitting my new gas cooker in addition to doing a complete change of radiators and the new boiler. I'm very thankful. You're amazing! Caroline

The lady on reception is brilliant and Eric and Kai went above and beyond to ensure we felt comfortable and were happy with the job. They were friendly and professional and completed the job perfectly. They fitted radiators in both mine and my daughters room to a high standard. These were complicated jobs as the builders had actually plastered over the pipes! I would highly recommend them!

They don't even give you a allocated time they just say on the letter the appointment will be between 1pm to 6pm and that's if the engineer even comes out.

Excellent service

First engineer that has been outside to check my flute very professional his name is Malaki would highly recommend him as your engineer to come into your home.

Very polite

Watret gas safety checks…..left testing nib out…gas leaking out for hours. Well done for almost killing myself and neighbours!!!! Left with no heating and hot water….boiler repairs for 1 month still not working 0 pressure

No one at this company knows anything - they won't give an estimated time of repair nor do they care about elderly vulnerable people when you have no hot water or heating. Absolute disgrace of a 'company'

Reggie was amazing. Considerate and really help me out. Thank you

Worst company I have ever dealt with leaving a disabled woman without hot water disgusting

Useless

The lady that answered my call was so rude I felt like smashing my boiler off her head

called the office all day Mon and Tues and nobody picked up. Sent you an email and you haven't even bothered to reply

I wish I could give this so called “ company” minus 4000 stars. An absolutely disgrace . Even if your home Is high priority, even if you have a baby/child or elderly person ! They will lie and fob you off ! Just like the rest of the reviews .. I suggest writing a formal complaint .

Wow where to start if your housing association is linked with this fraud of a company good luck because you could be easily waiting 10days without heating or hot water before a rookie contractors makes himself avaliable.....the attitude at assisting people seems nursery level on call engineer no where to be found...no one knows nothing....quick to direct the problem elsewhere......what a joke

This company should win the award for not turning up. The workman did not turn up and when you call them they tell you to wait another week. I have been using my oven to heat my place and that’s what I’m left to do. If I ever called to report no hot water or heating and they offered to come round that very same week, I’d fall off my chair. Also There’s a lovely lady called Jade then there’s a rude Ogre type impolite and I’ll mannered one called Amanda her customer service and manners are disgusting. If you are the owner of this company you should know that this person is running your business into the ground

Great guys,pleasant and professional. Very pleased and can't thank enough.Gerry and company today...Top and overwhelmed with the dedication for the job .Done properly

Absolutely brilliant Mr James Murphy, my radiator hasn’t been working for 9 years. And numerous engineers from wates and swale heating all didn’t manage to resolve the issue and one engineer from watret fixed my problem cleaned and repaired what needed to be done. I’m so happy and he is a brilliant talented engineer. Happy with him. Thank you mr Murphy From Sabrina

Darren Clark . . Plus his apprentice carried out a boiler installation in my home! They failed to carry out the installation correctly causing damage to my property then Darren proceeded to shout at me in my home becoming aggressive in tone and manner. According to Russell, installation manager, everyone, Vaillant and their own staff is wrong, but not them! They have 1) shouted at me in my home and been aggressive. 2) disrespected me and my home. 3) lied. 4) contradicted themselves. 5) damaged my property. Please stay away from these cowboys. Will be reporting all to gas register etc. Well done Darren, Russell and NHG (for employing yet another incompetent contractor). Darren Clark is extremely abusive, shouting at me in my home, walking around my home as if he owns the place as if i wasnt there. Asked him at least 4 times to stop shouting but he continued to do so. He was trying to intimidate and bully me! I will not be bullied or tolerate this behaviour! They will probably get away with their negligence, incompetence etc. Please don't let you be the next time. KARMA.

I had a visit yesterday, from engineers James and Bradley from Watret due to my boiler not working. What a great service! Punctual, professional, but also friendly and polite. They fixed the issue with a boiler without any issues and explained step by step what happened with it in the first place and what I can expect next. What a lovely guys! Excellent customer service skills! Thank you so much James and Bradley! Keep up the good work!

Useless!! I should have known better than to let Watret come on a Friday pm, because that always means they'll not turn up! But, looking at the reviews, it looks like they regularly fail to turn up on any day of the week, which begs the question: why don't management do something to fix this?! And why do councils continue to use them?! My appointment yesterday was cancelled but, miraculously, they actually called to tell me! Rescheduled for today, they hadn't showed up by 3.40pm, so I got suspicious and called them: the receptionist confirmed they were definitely coming and would text me when on their way. I waited 4 hours in total. Add that to the other times they’ve let me down, I think I need to start charging them a waiting fee! To not turn up, and to not even call, is just rude and unprofessional – yet they do it repeatedly!

I'd say these engineers got their qualifications from YouTube because they know as much about boilers as I do, came out to service our boiler a few weeks back and since then we've had no hot water or heating. They've since been back to try and fix it twice, on both occasions they left unsuccessfully as they needed "a new part". Waited all day for them to come yesterday also and nobody came or even texted to say they weren't coming. Absolutely appalling service, would give zero stars if I could.

Irresponsible and lack of experience he left the boiler cover unscrewed it will be falling off on our head he was came for co2 check

Absolutely disgusting the way people get treated. I phoned just after lunch time to say I had no heating or hot water and a 5 month old baby. I was told my appt would be up until 8pm. 8pm came, no sign of an engineer. I called 7 times and was told someone would be coming. I even stayed up until 11pm - again, no one came! Phoned this morning and was told someone would be coming this morning. I'm not holding my breath! I had no messages to say the engineer wasn't coming either. Absolutely disgusting when you have a baby!

Brilliant engineer and electrician pity the same can't be said about organising collection Rubbish still waiting to be collected from roadside nearly 2 weeks later what a let down UPDATE Tuesday 28th Rubbish now been collected Thank you

Both engineers that have been to my property this week have been super polite and knowledgeable..unfortunately still no heating but that's nothing to do with the engineers they have all been awesome and have done everything they can.

The most unreliable company ever. Rude staff and inconsiderate.

Thankyou to Amanda for being so kind and helpful. Boiler was fixed quickly by polite engineers!

So almost a year ago I had a problem with my gas boiler … that coincided with the annual service and safety check which was supposed to have been completed by WATRET & CO LIMITED of St Albans … their Engineer refused to do the Service stating my Landlord hadn’t booked the legally required annual service … he just waved a wand around in front of the boiler and said it had passed the safety check … and was leaving … I told him there was a problem with the heating … he didnt break step and said he’d report it … but didn’t … I reported it to my Landlord … ORIGIN HOUSING ASSOCIATION … eventually WATRET & CO LIMITED sent out someone who bridged out the thermostat … meaning I could have the heating on or off with neither thermoststic control nor timer … but it frequently shorted out … WATRET & CO LIMITED also told me that their Engineer had signed off to say he had serviced my boiler … he DID NOT service my boiler I asked for the Service Sheet but it’s never been produced … strange don’t you think! On Tuesday last week the boiler wouldn’t connect and shut down and I couldn’t get it to work again … on Wednesday I called Origin’s Contractor and again reported the problem … still WATRET & CO LIMITED … the female Call Handler shouted at me and verbally abused me telling me no one would attend for 3 days as it’s British Summer Time … I repeatedly pointed out that I had no heating or hot water … and invited her to reciprocate the courtesy I extended to her … eventually she conceded and booked an Engineer to attend on Thursday … the boiler fired intermittently on Thursday morning … the WATRET & CO Engineer arrived without any tools and refused to check out the Boiler as at that moment the boiler was firing … he told me to ring again when it wasn’t working … he spoke to me like something the cat had vomitted up on the carpet and he’d trodden in in his bare feet … he was rude and belligerent throughout I repeatedly asked him to check out the problem … he repeatedly refused … I told him to ‘get out’ … he shouted abuse as he rushed out … missed his footing … and almost fell … though recovered himself without injury. Saturday night at just on 11 pm my fuse box blew shorting out the ground floor ring main … I could smell the burnt wiring … I reported it to my Landlord’s emergency service … clearly the problem was the wiring for the boiler … Sunday morning the casing fell off the thermostat altogether exposing the issues with the corroded and burnt out components and wiring Photographs available Of note I am 72 years of age … registered disabled … with multiple complex health issues The electrician who came to my rescue was horrified … he confirmed what I already knew in that the whole thing was dangerous and a fire risk with the capacity to cause a fire … I am the end house in a terrace of 3 … all three houses could have gone up in smoke … putting my life and the lives of my neighbours at risk Incompetence and rudeness is one thing … putting lives at risk is something else entirely … here we are … sharing is caring … please feel free to continue caring and sharing … thank you 💜

Shocking and appalling behaviour from the so called manager female that refused to give me her name. I have a letter threatning me with legal action over a safety check. I told them I let the engineer in. I don't have a key for the downstairs meter room. I asked why the letter said I was not at home when I was so. She was so rude. Talking over me and nasty. Refused to allow me to speak to a director. Did not care that the letter they wrote was incorrect. So rude.I would avoid these people if I could Nasty woman on the phone: PS THE ENGINEERS ARE NICE

Really shameful behaviour from your director Derek on 1 February 2022 who met an engineer along with Housing fo Women Housing Association repairs manager Elly. Derek and Elly were outside my neighbours homes, openly discussing and talking about my legal disrepair case in front of my neighbours. Derek was not happy about his report being branded incompetent. He said there were no real issues and didn’t want to be bias but had the audacity to lie about the thermostat and then mock me, make fun of me and then laugh with Elly and the engineer. The engineer then went on to discuss his findings from his inspection of my home. FYI my thermostat was NOT set at 48 degrees. It has been on 65 degrees since last summer when your company increased it. You should be ashamed of yourselves, gaslighting and lying, mocking and humiliating me in that way in front of my neighbours who were listening and recording. The way Derek and some staff from Watret and H4W talk about women, the way they treat women is really disgusting and unacceptable.

Absolutely disgusted by watrets service. An engineer came out within 24hrs to look at a boiler that wasn't firing up, in and out within 20 mins ordered a fan to be fitted, recieved an appointment to fit the part 4 days later (friday) a different engineer came out to fit the part took one look and said a new board was needed, ordered the part infront of me and requested the office to send someone out the following day (Saturday) - I personally looked for this part and there are 3 local branches to me that had collection right away. Nobody bothered to get in touch from head office - how great it must be to provide an 'emergency service' but be able to clock off after 5pm mon-fri & have the weekend off, switch board is just as useless and after speaking to the office this morning once they reopened after the weekend they have informed me all parts from Friday are ordered on Monday so i will have to wait for the order to arrive before they provide a date?! I have 3 children one being a newborn with no heating or hot water. Watret have supplied me with one fan heater to heat a 2 bed house with the weather below -0°c and I have now racked up an electric bill of over £200. Incompetent egineers who do not do there jobs properly and customer service couldnt give a monkeys, told them I am having to choose between heating and food and there reply was "oh well, we will be in touch". Now coming up to two weeks where this company has left me with no working boiler. For the past 6 years I have had my yearly gas checks with watret and every year without fail they book atleast 3 appointments which they fail to turn up to, giving zero notice then threatening me that they need to come and do there checks?! - I am self employed and do not get paid for booking time off work so I am absolutely sick to death of the amount of money these cowboys have made me loose. Landlords stay the hell away from this company all anyone has to do is a quick search on trustpilot to see the continuous poor service this company provides. I have filed a complaint with the gas safe register and advise others to do the same. Update: 10 Days after reported issue, they have come out to replace the board. My heating/hot water now does not turn off unless the boiler is switched off completely!

They say someone will be in touch with an emergency where there’s water running down ur electrics from the flat above; and no one calls. Can’t count the number of times I’ve called them only to be told it’s a call centre and there’s not much “they” can do. Defeats the whole purpose of having an out of hours service if no one - not even a text or call let alone a visit - follows up. Still here a month in with a leak that’s completely damaged my kitchen ceiling!!!

Watched engineer exit flats yesterday with gas fire which he left on path got in van and drove off this is fly tipping