"Don’t use this company"

Called out this company in late January as I had no hot water, engineer came out, said he would have to order a part, it took another 5 days to come back and fix it. 4 weeks later, no hot water again, this time I went through insurance, unfortunately they sent out Donnellys again. A different engineer came spent 2 hours with it couldn’t fix it and said they would need to order a new part. A week later another engineer turned up, wrong part, will have to order another part( all this time no hot water) 5 days later another engineer fits new part, now 2 months down the line, 5 visits and 3 engineers later, I have a leaking boiler, (which I didn’t have before) which keeps throwing up fault codes. When I contacted the company all I got was some boss with a monotone voice showing no empathy or sympathy for my situation. When I asked for the complaints department, he gave me his own email address. Stay well clear, unless you want more problems than you started with.

"1 star as they attended … 4 times ……"

1 star as they attended … 4 times … went without heating or hot water for 9 days .. insurance claim … I got my own plumber in the end .. absolute farce … don’t use … had me close to a breakdown …

"I would highly recommend this company…"

I would highly recommend this East Kilbride company for there service and workmanship. Ross was very knowledgeable and put my mind at rest. He came out same day to fix a leaky cistern pipe. He identified the issue straight away. Fixed and replaced the parts and it is now working with no issues.

"Avoid ! Atrocious Emergency Service"

The 1 star is reserved for Karina who made it her mission to get the “engineer” out to investigate my boiler that wasn’t providing hot water the same day. She deserves credit for that.

And with that … the calamity of this company begins. The bad reviews are legit people.

Logged an insurance claim through Axa Home Manager as no hot water on Wed 6th Dec. Get a visit. “Engineer” opens up the fascia and has a look about and the diverter valve looks closed on heating and won’t open for water. Sounds legitimate. So if at first you don’t succeed, f*** it with a spanner heed. “ You didn’t see me do that”. Okaaaay. Need a new diverter valve is the consensus.

Thur 7th get a call to say have the part , will fit it Friday 8th. Great I’ll have hot water soon. Grandfather (retired plumber) sees the guy at work with the valve and it’s not working. Faulty part possibly ? Has there been a power surge ? (No is the answer to that) Grandfather told me didn’t look like he knew what was wrong but sometimes these things happen. He’s seen it before , sometimes you leave for a second opinion. Fair enough. We’ll order a new part and come back on Monday my papa was advised. Ok.

Grandfather waited in all day on Monday 11th for me. No show. No communication to advise.

Phoned Tuesday 12th to find out what was going on. Parts Manager said needed to order a specific part and will be fitted on Wednesday 13th.

Phoned Wednesday 13th … part not here. Have to cancel. Have it tomorrow and fit it Thursday 14th. It’s soooooo specific and they don’t make the parts anymore … you’ll need a new boiler in a year advises Colin the parts manager. Aye … ok.

Thursday 14th engineer calls. “Part doesn’t look like the right thing … I’ll come back out to look … I’ll take ownership of the job and source the part myself” Like I’m being done a favour ??? What is the part ? The valve ? I’ve got a retired plumber and a national account director of Salus (my uncle who’s worked for just about every major plumbing / heating merchant in the United Kingdom ) questioning the competence of them here as these parts are not hard to get. The boiler is NOT antiquated. They don’t make them anymore ; fair enough but it’s a combi boiler for gods sake.

Friday 15th notified the mystery part is on order and being couriered over the weekend and will be fitted Monday 18th. Ok. Fingers crossed.

Monday 18th phoned “sorry the parts not here yet … even if I have to wait and pick it up at 8pm tonight and I’ll fit it tomorrow morning. Brexit is making it hard to get parts” Brexit ? I was told the part was “sourced” in Shrewsbury. What a laugh ! As if going out the way to help me. At this point I’ve lost patience and tired of the bull. Phoned insurance company and complained and they agreed the service I’ve had is horrific. If the part isn’t ordered they’ll send me to a more reputable local contractor to claim from. But insurance will find out first what the hell is going on and I’ll be contacted within 45 mins.

Insurance phoned them directly after speaking to me at 2:30pm to find out what the hell is the problem ? Got phoned at 3:26pm by the engineer to say “we’ll be there in 20 mins”. Stark contrast from earlier conversation.

Got the circuit board replaced. The hard mystery part to find and source. A Vaillant 0020034604. Had a look tonight. Can get it from Screwfix in 48 hours delivered … and every Wolseley store in Ayrshire has 1 ready to collect within an hour !!! Irvine has 1 , Kilmarnock has 1 , Ayr has 1. Ridiculous. I’d post the pictures to prove it if I could. Had a cheek to say there’s folk worse off than me. Aye , like my work colleague who needs a new boiler and has had it delivered and installed within 2 days. It’s taken day 12 for me to get a repair.

Do not go near this lot. Honestly. The bad reviews online are legit. I’ve experienced most of what other people’s complaints are. It’s the same pattern. Avoid and go elsewhere. Axa need to reevaluate their Home Emergency contractor as I’ll never take a policy with them again with it being this mob they deploy.

"Don’t use or check job thoroughly after!"

Insurance company sent out this company to fit new syphon in guest bathroom toilet. Delay in coming out but quick fix, apparently.
We don’t use this bathroom often and found the floor flooded when going in there three days later. Water coming from water supply to cistern, removed during job,
By the time this was discovered water had got under floor tiles and damaged dining room ceiling beneath and possibly the wooden floor under the tiles?
Was told I need to go through my insurers to sort it out!

"Boiler advice"

Jordan came to service boiler and he found a problem. He was very helpful in advising how to deal with it to have it rectified.

"Outstanding Service"

Ross called today to fix our leaking felxible toilet valve. He fixed it in no time at all, whilst explaining throughout what he was doing and why it had failed in the first instance. The service was outstanding and I would highly recommend. Ross is a credit to both the company and to the profession of plumbing.

"WM Donnelly & Co Limited boiler repairs"

Through our insurance company we have had Jakub & Jim (previous boiler breakdowns) & Ken (today 1/8/23) from W.D Donnelly & Co Limited called out to us for individual repairs to our boiler. I cannot fault any of the gentlemen for their workmanship or the service we received. All the gentlemen have been so friendly, professional & punctual. Our boiler has been repaired on the same day bar on one occasion when a part for the boiler needed to be ordered which was done in a very timely manner replaced on the second day of part being ordered .

Ken today went above and beyond ensuring our boiler fault was rectified & that it passed all its checks and was working effectively & as efficiently as possible prior to paperwork completion at the end of the job while answering my 6 year olds boiler related questions & getting cuddles from our dog very satisfied with the service I have received thank you again Jakub, Jim & Ken at WM Donnelly & Co Limited

Mrs M. Douglas

"Brilliant company"

Brilliant company

Serviced my boiler and MVHR

"Charged £168 to supply and fit a £35…"

Charged £168 to supply and fit a £35 cistern. Didn't dispose of waste materials and didn't correctly fit the flush mechanism. I had to fix this with further parts after they had gone. Very disappointed.