I have always thought Certas was excellent in every way until Friday. My boiler broke and I rang at 9am to ask for a quote for a new boiler. Held on till 9.34 hearing the music & 'your call is important to us' then pressed 1 for Certas to get back to me; at 10.05 they did but something went wrong and the operator had to consult her supervisor, but said she would get back to me. At 11.35 I re-rang, once again listening to the music and hearing all the things Certas can give you. At 11.57 I once again pressed 1. At 2.30pm they got back to me saying the engineer would contact me direct. I asked if it would be on Friday and was told Yes. At 6pm - nothing. One bad experience, but one that caused me to wonder whether I wanted the Certas engineers to quote me for a new boiler or should I go elsewhere.