CV Lane & Son

CV Lane & Son is a family-run business that has been operating in the Coalville area since 1931, establishing a long-standing presence in the local plumbing and heating sector. They provide a broad spectrum of services, positioning themselves as both local plumbers and general contractors. Customer feedback presents a complex picture of the company, with experiences varying significantly depending on the nature of the job. While many clients report exceptional results for large-scale installations, others have raised serious concerns about customer service and the handling of smaller repair jobs.

On one hand, the company garners high praise for its installation work. Numerous reviews highlight the professionalism and skill of their on-site teams. For clients undertaking significant projects like a full bathroom renovation or a complete central heating installation, the feedback is often overwhelmingly positive. Customers have described the work as 'excellent from start to finish', noting the high quality of the products used, such as heavy-duty shower pumps and premium taps. The technical teams are frequently commended for their considerate and tidy approach, with reports of engineers taking their shoes off to protect carpets and thoughtfully positioning fixtures, like a loft water tank, to maximise customer convenience. This attention to detail suggests a workforce that is not only skilled but also customer-focused during the execution of a project.

This positive reputation for major projects is a recurring theme. One customer, who had a new boiler and radiators fitted, described the job as 'excellent, organised, efficient and friendly'. Another, a long-term client, has used the company for years for installations and yearly maintenance, stating they 'cannot rate the team highly enough'. This indicates that for planned, large-scale work, CV Lane & Son has a proven track record of delivering high standards of workmanship.

A Closer Look at Services Offered

CV Lane & Son is a fully accredited business, holding certifications such as Gas Safe Register (5683), OFTEC, and HETAS, which allows them to work on gas, oil, and solid fuel systems respectively. Their website and other listings confirm a comprehensive service portfolio, covering a wide array of needs for homeowners, landlords, and letting agencies.

Heating Services

The company's heating engineers are qualified to handle a variety of systems. Their core services in this area include:

• Boiler Installation and Replacement: They install, service, and repair gas, oil, LPG, and solid fuel boilers.
• Central Heating Systems: This includes full installations, radiator replacements, and power flushing to improve system efficiency.
• Gas Safety Checks: As Gas Safe registered engineers, they perform essential safety inspections (CP12 certificates) for landlords and homeowners.
• Underfloor Heating: They also specialise in the installation of underfloor heating systems.

Plumbing and Bathroom Installations

Beyond heating, their role as general plumbing contractors is extensive:

• Bathroom and Wet Room Fitting: They offer a complete service from design to installation, including all plumbing, tiling, and fitting of suites.
• General Plumbing Repairs: This covers everything from fixing leaks and repairing showers to addressing issues with taps and water tanks.

Contrasting Experiences: Customer Service and Follow-Up

Despite the glowing reports about their installation work, the overall rating of 3.6 stars points to significant inconsistencies. A considerable portion of the negative feedback centres on two key areas: administrative customer service and communication regarding smaller or follow-up jobs. One of the most detailed negative reviews describes an extremely poor interaction with an office staff member named Alison. The customer, who was trying to report a leak that appeared after a boiler service, claims she was spoken over, treated rudely, and ultimately had the phone hung up on her. This account of unprofessional conduct is a major concern for any potential client who may need to resolve an issue after a job is completed.

Another critical review details a year-long struggle to get shower and radiator repairs carried out. The customer reports being 'messed about' with 'excuse after excuse', eventually losing patience and cancelling the work. This suggests a potential breakdown in their process for managing and scheduling smaller, non-urgent repair work. When contrasted with their apparent efficiency on large installations, it paints a picture of a company that may prioritise new, high-value projects over post-installation support or minor repairs. This is a crucial distinction for customers to consider; while their skills as bathroom fitters and heating installers are well-regarded, the support system for ongoing maintenance or problem resolution appears to be a point of failure for some.

Conclusion: A Business of Two Halves

In assessing CV Lane & Son, it becomes clear that a potential customer's experience may depend heavily on the type of service they require. The evidence strongly suggests that for substantial, pre-planned projects like a new bathroom or a full heating system overhaul, the company employs a highly skilled, professional, and considerate team of engineers who deliver excellent results. The longevity of the business and the loyalty of some of its customers attest to this capability.

However, prospective clients must also weigh the significant and detailed criticisms regarding customer service and the management of smaller jobs. The reports of rude telephone interactions and extensive delays in getting repairs done are not to be taken lightly. These issues indicate a potential weakness in the company's administrative and communication functions, which can lead to immense frustration. For those needing an emergency plumber or reliable follow-up for a minor leak detection and repair, the mixed feedback warrants caution. The company appears to be a strong choice for installations but may fall short for those who prioritise responsive and consistently polite aftercare and small-scale repair services.