MCS Heating & Plumbing Ltd. Reviews 23

I was with this company for around 4 or 5 years for boiler insurance, everything was fine at first because I never needed them for anything.

Then last year I actually had something up with my boiler, now this is after years of paying them, my boiler needed a small new part and I was just about to sell my home so needed doing as soon as they could, one thing ill say positive about them is they actually came on the day they said they would and installed the new part, butttt first I had an engineer came out and he told me I needed a new part, it's an easy quick fix, great, but when he called their office to get this sorted they were trying to get him to charge me for this..?
I paid for the top membership every month whatever it was and they were trying to pull this on me, after years of paying them for nothing, I was so angry, their engineer told them no she pays monthly etc so no we dont charge for that, but told me they were going to charge me to do a new boiler check in my new property at 120 pound even though it was almost the new year so new annual boiler check wich made no sense, I said fine, part was fixed all done.

After I moved into my new property I called in January as new year to update with my new address, I didn't want the boiler annual till it had been a year as I didnt want to be charged, but ohh never mind because I still have to pay regardless.. oh also your membership is going up, I was on the phone like seriously??
So I told her cancel it im done, and she did, honestly cannot actually believe the crap they tried to pull on me, I paid on time every month for years what a waste! I wouldn't ever recommend this company, they treat long time members like crap, never again.

I contacted this company to repair my Samsung air source heat pump. Initially, they attended within two days, and I paid a £120 call-out fee based on their confidence that they could fix the issue.

The engineer diagnosed a faulty fan motor and blade and said I’d have a quote and the work completed “early the following week”.

From that point on, the experience went downhill.

I had to chase them repeatedly over the following week just to get a quote. Each time I called, I was fobbed off with the same excuse that they were “waiting on a supplier for pricing”. This simply didn’t add up — they had already identified the parts, and I was able to find and price them myself from the very supplier they mentioned.

The quote eventually came through 8 days later. I accepted it immediately, only to then be told it would be at least another two weeks before they could carry out the repair.

I think it’s a joke that a company can charge a £120 call-out fee, give the impression they can resolve the issue quickly, and then expect you to wait a further 2–3 weeks without heating or hot water.

At this point, we had already been without heating and hot water for a prolonged period, with two young children at home, so this level of delay and lack of urgency was unacceptable.

I then contacted another company, who ordered the parts on next-day delivery and completed the repair the following day — which just shows how unnecessary the delays had been.

Overall, I felt completely misled and repeatedly fobbed off. The initial confidence quickly turned into poor communication, excuses, and unacceptable delays. I would not recommend this company.

Booked a boiler service as used them last year, they said they could come and do it again. Them got a call saying they have to cancel and reschedule. No problem with that so we rescheduled for a few weeks later. Less then a week before they were due to come they cancelled again, so reluctantly rescheduled for the next week. Surprise surprise same again. Told them to go shove it and will find someone else who doing mess customers about for 2 months

We have used MCS for many, many years and they haven’t let us down once. All their staff are very knowledgeable and will explain everything and anything you might ask about. All their staff are pleasant, work tidily and leave no mess behind. The office staff are always friendly and helpful. We had a new boiler fitted in December last year and Rich was brilliant. It was a pleasure to have him in our home on two consecutive days. Thanks MCS

We had a new boiler fitted after a breakdown. Jon arranged everything with no fuss and great efficiency. He was very tidy, ensuring no mess and the boiler was soon up and running. Every aspect of the job was discussed and explained. We had a further scheduled appointment to flush the system and, again, everything was efficient and tidy.
Thank you Jon for great, friendly and effective job well done.
Also, thank you to the rest of the team at MCS, particularly the ladies in the office who are always friendly and helpful. It is so nice to actually speak to a person rather than chatbots.

Huge thanks to all at MCS, we would and do heartily recommend you.

I have been a customer with MCS for several years ,in that time we have had several works done .Today we have had a new downstairs toilet and sink refurbishment.
We have always requested engineer Tim for the reason his workmanship is excellent! He is so respectful and very professional and a jolly lovely fellow! Thank you MCS we thoroughly recommend your services.

The engineer sent to replace my old boiler was one of the best clean and tidy I have have seen
He is a great ambassador for MCS very well done the gentleman was called Jon.
Ivhave been with this company for 20years
Carry on Jon ur a great asset
MALCOLM DEAN

When boiler service carried out, found a leak - even showed me photo of the leak on his phone - advised me that I needed a new boiler.
New boiler fitted quickly and efficiently, with very little mess - the engineer even put down plastic sheeting to protect my carpets and kitchen floor!
Was given operating instructions, etc, and told to contact MCS if I needed advice or further instruction.
All working as it should - thank you MCS.

The old boiler found to have a leak. New boiler fitted same week. Very good service. Well pleased

Amazing service. Had a misunderstanding but this was resolved after discussion. Lorraine from the team was very helpful. They went above and beyond for supporting to rectify the issue. Highly recommend this company.

I had a brand new boiler fitted in December 2023.
I decided to get the top cover MCS provided.
The engineer came and looked around the house make sure that everything was fine, including the new boiler which said he wasn’t even going to service it as the was no need.
He marked the boiler 5 ofut of 5 on the paperwork.
Yesterday Monday 24/02/25
I received a phone call from MCS saying my boiler needed servicing, i tried to explain that my new boiler had been serviced by the engineer that fitted it and the boiler came with a free service in December 2024.
Which was done and the service book stamped.
The woman on the phone was quite condescending and said it stiil needs servicing!
And then proceeded to tell me that the cost would be going up to £24 from £16 a month.
As this was an introductory offer!
At no time when i took the contact out was not told of this increase in price.
Over the pasr year I haven’t even made a cliam on the poly.
So i paid £16 a month for nothing and then was told by a condescending woman the the price was go up for the privilege.
I feel as though I’ve had my pants down by this company.
I don’t do reviews, but on this occasion i felt i should .
David
I wish to add that really is a poor response MCS saying I’ve had peace of mind in the last year .
Really,
A brand new boiler with a 10 guarantee and everything else checked by the engineer and given a clean bill of health.
And to add to that, when MCS turned up in January i didn’t even get a boiler service 🤦
As i say, i think i had my pants down, 65 years old and and still learning about shape practices.
Sorry but thats not right, as said the company who fitted the boiler also had the first year service included in the fitting.
So with that in mind they came and serviced the boiler one year after putting the boiler in. The boiler was fitted on the 19th December 23 , so the boiler was due a service in December 24.
Your company didn’t come to my property until mid January 24 to inspect the boiler and check everything was ok in the house.
Your company only rang me on Monday 24/02/25 to inform me the price was going up to £24 a month, as said at no time when i came to your office or anytime after that even in the paperwork i got for yourselves, no mention.
Sharpe practice on your behalf,
Very poor, anyone who reads this review, i hope it helps and make sure this doesn’t happen to you
Yes, let the readers of this review make up thier own minds.
I repeat my last statement, at no time when i came into your office and on the paperwork, not mention of an introductory offer either in the paperwork or from your members of staff in the office.
Yes i agree that people who want some kind of boiler cover shouldn’t entertain your company
Go else where and im sure people who read this review may just do that!!

Annual service showed needed a new boiler. Arranged for following day. Work carried out with care and consideration by a very efficient engineer. Impressed by the speedy service which ensured we were only inconvenienced for the minimum time.

Rob Edwards from MCS has just fitted a new gas boiler and kitchen tap and adjusted the lavatory cistern. He has at every stage explained what he has been doing and his work has been of the highest quality. He has worked swiftly, thoroughly and tidily. It has been a pleasure to have him about the house.

The ladies at the MCS office have also been most helpful throughout.

Great service. Rang on Thursday and the plumber was here just after lunch on the Friday. Fixed the problem with the upstairs toilet (something that had caused me some difficulties) in no time at all and was pleasant and friendly to boot. Very happy with this company. Thankyou.

This is without doubt the worst breakdown company ever with poor customer service and even worse engineers who clearly don't even seem to know what they are doing and also damage your property in the process - this review is based on myself and two other family members having been customers previously but chose to leave and find better cover elsewhere, regardless of the glowing reviews you may read online. I recommend to avoid this company. Please see the other negative reviews and believe them.
In response to your reply, I said regardless of glowing reviews people may read online, I did NOT say that my family gave you glowing reviews. All of us did complain but never heard back.
No point complaining when I am unhappy with the service you already gave and your service is now irrelevant and historical in our eyes.

Extremely pleased with the service we received today. The company pulled out all the stops to carry out a repair at very short notice. Particular thanks go to Rob the engineer who was really helpful and friendly. Because of this service we shall be changing all our servicing requirements to MCS.

We cannot unfortunately recommend this company's annual service plans to anyone with an older combi-boiler (five years plus) or a recent history of fairly frequent central heating/hot water issues.
The solution persistently offered isn't repair/refurbishment of your existing combi-boiler, but instead supply and fit of a new (and expensive) Worcester combi-boiler (no other makes are supplied by MCS); the fact that this may also entail having your house remodelled to accommodate it doesn't seem to be of any concern to MCS. Also the supply and fit quotes for any parts not covered by your policy are seemingly also priced to make a full combi-boiler replacement seem financially like the wisest thing to do (even if if really isn't).
All in all an initially pleasant relationship that finally soured, hence this review, admittedly based solely upon our own experiences over a two year period and multiple service call outs and us incurring significant additional costs upon MCS recommendations.
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Thank you for your reply.
To be specific, the last call out diagnosed just as you stated BUT despite stressing that we wanted a repair, and not replacement with a Worcester that wouldn't fit in the combi-boiler cupboard, received a quote and assurances that we'd be called with information on when the parts could be obtained we heard nothing further. In the meantime we obtained a quote for the parts from another firm that were £hundreds cheaper than MCS's quote. We had the parts fitted by the other company and the combi-boiler has been fine ever since with no need for the endless call outs we had become accustomed to after every MCS intervention.
Additionally, we increasingly felt that we were being subjected to a hard sell for a new Worcester by each of the many different MCS engineers who visited.

Fantastic professional service, serviced my heat pump and set my system for winter, great communication and more importantly stuck to their word. So pleased to have found a proper Heat Pump specialist.

An unprofessional company that clearly values their engineers more than their customers. Although the manager, Harry, was able to put right the unnecessary gas capping by an independent gas engineer when I joined MCS last September, I have since been unimpressed with the poor handling of my requests to rectify unexplained noises from my gas boiler. Rather than do their best to resolve the issue, the administrators were reluctant to book an engineer and when the same engineer came the second time, he was dismissive and repeated that the boiler was ‘old’. When I called to complain about the engineer’s inefficiency and negative attitude, I was informed that they could not renew my contract. If this is the way they treat customers, how can they expect to retain them or gain new ones?

Rob who fitted our boiler is a superb guy, he went over and beyond our expectations. Nothing was too much trouble for him we heartily recommend both Rob and MCS Heating.
Thanks again
Ross and Geoff Branton