Proactive plumbing & heating
BackBased in Guisborough's Chaloner building, Proactive plumbing & heating positions itself as a comprehensive service provider for all manner of plumbing and heating needs. One of its most significant selling points is its advertised 24/7 availability, a crucial feature for anyone facing an unexpected crisis like a leaking pipe or a complete loss of heating. This round-the-clock promise suggests a reliable resource for those in need of an emergency plumber, offering peace of mind that help is always on hand. The company undertakes a wide range of jobs, from boiler servicing to full bathroom installation.
The Potential for Professional Service
There is evidence to suggest that Proactive plumbing & heating is capable of delivering high-quality, professional work. At least one customer review paints a very positive picture, detailing a complex new combi boiler installation handled by a team described as both friendly and professional. In this instance, the crew, reportedly led by 'Kevin', successfully managed a difficult job and even cleaned up thoroughly afterwards. This indicates that the company possesses the necessary skills and, at times, the right attitude to satisfy its customers. Another client, despite later experiencing significant issues, was initially pleased with the speed at which their new boiler was fitted, reinforcing the idea that the company can act quickly and efficiently when required.
Further positive feedback found on other platforms, although dating back several years, echoes this sentiment. Reviews from 2019 praise the company for its "fabulous service", professionalism, and high standards of work. These accounts suggest that Proactive plumbing & heating has, in the past, built a reputation for being a reliable and quality service provider. This historical context provides a more nuanced view, showing a business that has previously been held in high regard by some clients for everything from fixing blocked drains to installing gas fires.
A Pattern of Concerning Customer Experiences
Despite the potential for good service, a significant and more recent body of customer feedback raises serious concerns. The company's overall rating on Google stands at a low 2.9 stars, reflecting a pattern of deeply negative experiences. A recurring and alarming theme is the failure to complete jobs that have been paid for. Several customers have reported paying for work, only for the company to cease communication and leave the job unfinished. One notable case involved a bathroom installation that was abandoned for over eight weeks, forcing the homeowner to pay an additional £850 to another firm to rectify the "horrific work" and complete the project. Another customer reported paying for a 'first fix' on a toilet that was never actually carried out.
Communication Breakdown and Unreliability
A consistent complaint levelled against the company is a severe breakdown in communication. Multiple reviews describe a scenario where, after initial contact or payment, the firm becomes exceedingly difficult to get hold of. Customers speak of unanswered phone calls and ignored messages, leaving them in a desperate situation. This has proven particularly distressing in emergency situations. One homeowner was left without any running water over a weekend due to a burst valve—a ten-minute fix—but the promised emergency plumber never arrived. This unreliability stands in stark contrast to the company’s 24/7 service promise and is a significant point of consideration for anyone relying on them for urgent boiler repair or plumbing work.
Questions Over Workmanship and Safety
Beyond unfinished jobs and poor communication, the quality and safety of the work performed have also been called into question. One of the most serious allegations comes from a customer who, a year after their boiler installation, discovered that the flue had not been made safe as they were explicitly told it had. This alleged deception not only put the boiler's warranty at risk but also posed a potential safety hazard, a grave concern for any work involving gas appliances which legally requires a gas safe registered engineer. In another case, a customer paid £140 for what was supposed to be a repair to their hot water system, but it was only a temporary adaptation that failed to solve the underlying problem. The promised follow-up to source a permanent part never materialised, leaving the family to run their central heating even in warm weather just to get a hot shower. These accounts suggest that the quality of work can be substandard, forcing customers to incur extra costs and live with ongoing inconvenience and potential risks.
Conclusion for Prospective Customers
When considering Proactive plumbing & heating, potential clients are faced with a conflicting picture. On one hand, there is the promise of a 24-hour heating engineer and plumber available in Guisborough, backed by some positive reviews that speak of professional and friendly service, particularly concerning complex installations. This suggests the company has the capability to perform well.
However, this potential is heavily overshadowed by a larger volume of recent, negative feedback. The consistent reports of unfinished work, a complete lack of communication, unreliability in emergencies, and questionable workmanship present a significant risk to any homeowner. The repeated mentions of customers resorting to contacting Trading Standards highlight the severity of the grievances. For anyone considering Proactive plumbing & heating, particularly for substantial projects like a full central heating installation or bathroom renovation, extreme caution is advised. It would be prudent to get detailed, written quotes, clarify timelines, and weigh the positive potential against the significant and well-documented risks reported by numerous other customers in the area.
