Baxi UK  Reviews 

I’ve paid in for years but when I needed a repair it suddenly wasn’t covered. This may be buried in your small print but I felt conned. This is not the way a reputable company should behave. Appalling. You have made a fortune out of me.

Efficient and pleasant staff who get job done without any problems

The engineer was really helpful and informative.

Professional and efficient from start to finish. Engineer had visited before and was extremely personable.

Took along time to get through to the contact centre ( over 1hr) felt rushed by the person who dealt with me. However follow up communication excellent and the man who came to repair my boiler was very polite, friendly and professional.

My boiler broke down on the 15 October I notified Baxi and was told an engineer would attend on the 16 October. He duly arrived but unfortunately he did not have all the parts. He informed me that the parts would be sent the next day the 17 October. Baxi informed me an engineer will attend to fit the parts on the October . No one turned up after waiting all day. I also waited all day of the 18 October , still no contact. I rang Baxi on the 19 October, my call was on hold for 60 minutes when eventually they answered I was told me the engineer will attend on the 20 October. The engineer rang to tell me the parts had not arrived and cancelled the visit. He then told me he would attend on the 21 October. On the morning of the 21 October, he rang to say he would not arrive until mid morning. He duly arrived mid morning and fixed the boiler.
I am not impressed by this fiasco when I pay £55.00 a month for a gold service from Baxi. I think someone in Baxi look up the meaning of customer care and practice it.

The engineer arrived and looked at the combi boiler asked the problem so told him and within 5 minutes explained that it was wired so it was energy efficient and tested the air outside to test the temperature and would only go 2 degrees above. He changed a few settings so it is still energy efficient but will now go a little more than 2 degrees above and lowered the water temperature so that it wasn’t too hot.

The Baxi engineer called. It was not the boiler that required attention but another piece of equipment that needed to be seen to within our heating system. He gave us his opinion and we are acting upon it. So yes, very good, polite and useful visit/advice received. Thank you.

I thought the engineer was really helpful and friendly. He put two new seals on boiler just in time to stop the carbon monoxide from leaking.
He was doing a service.

Good service, polite engineer, professional in every way. Left boiler are clean and tidy.

On servicing it was found our BAXI boiler needed some new parts fitting. We were still in our 7-year warranty period and so called BAXI Customer Support to arrange an engineer appointment. The calls took longer than expected to confirm and book the appointment, but got there in the end. First appointment booked for a Friday. That engineer arrived and, on servicing, said there was more wrong with the boiler that needed attention. He didn't have the parts with him, they had to be ordered. Before leaving, the boiler had its affected parts stripped down which left us with no central heating or hot water. The next available engineer appointment was not available until the following Tuesday. Alternative arrangements re our heating and hot water had to be found for a family of 4, including a child under 16. The following Tuesday came and at 8am the engineer called to say the parts ordered hadn't been released from the warehouse and he wouldn't be able to visit that day to carry out the work. Frustrating as I had already taken the day off work to accommodate. Further appointment made for the following day, Wednesday. Another family member had to take the day off from their work at short notice. The engineer arrived on time on Wednesday and the job was completed in 2 hours. My 7-year warranty will soon be expiring and so since the boiler fix I've been trying to get in touch with BAXI to discuss our options re new/extending warranty period and associated costs - this has been so frustrating, I've lost count of the number of times I've called the BAXI Customer Support number only to be put on hold and the call never answered. I've now resorted to sending an email but again, to date, I've had no reply from BAXI. Very disappointing service and experience all round. Rated 2 stars - this is not a reflection on the engineers who turned up to do their jobs, they both did what they needed to do I think - our frustration and disappointment is with the company, BAXI, our overall experience and their poor customer support.

My brand-new Baxi combi boiler started cutting out every five to six hours just a week after installation. The installer advised me to contact Baxi under the warranty.

Getting through was frustrating. I waited around 30 minutes, only for the call to disconnect as someone answered. Nobody called back, so I had to ring again and wait another 35 minutes.

Once I got through, the service was very good, from diagnosing the problem to arranging an engineer.

My other concern was that the engineer’s appointment could not be confirmed until a text arrived the night before. Earlier confirmation would make it much easier to plan your day.

Overall, good service once connected, but I have deducted one star for the long phone waits and late appointment confirmation.

We were kept informed about the service and on the day also phoned by the engineer when he was on his way.
He worked well kept the area clean and tidy. Also told us what the boiler was like and that the service was completed with no issues or problems.

I have a Baxi 630 Combi out of contract after seven and a half years of good service , and it was now giving problems with the DHW supply .... running it for an abnormaly long period to get hit water kitchen and bathroom , but water temperature was no hotter than tepid .
As I have cover with "gold plan" boiler only with Dom & Gen insurance , I informed them and D&G in turn informed Baxi ergo I was given a repair date .
Baxi engineer worked on the boiler and informed me that the "heat exchanger" was blocked with debris and wouldn't flush through , he informed me that if it was left in this state I would continue to have water temp problems , as he had a a spare in his van I asked him to fit it in place .... which he did do and tested the system and handed over to me .
The Baxi engineer was at all times on his visit .... polite , informative and very efficient , he also advised me on hand over to have the CH system flushed through , which will be undertaken soon , before winter weather sets in .
I am very pleased with the quick response of D&G and Baxi in getting my repair done so quickly , and I'm most thankful for their help .

Az was brilliant, I had heard that Baxi did great customer service and they really do. Az the engineer was really good at quickly getting my boiler back up and running again.

The engineer who dealt with our boiler repair was excellent - on time, polite and friendly and as always did a great job. Conversely contact by telephone to make an appointment or to return a missed call takes a ridiculous amount of time. Presumably there aren't enough agents to deal with the number of enquiries.

Excellent operative. Polite , put cover over outdoor shoes on entering and quickly solved the problem.
Thank you.

Jim is an engineer who knows his stuff and works efficiently and personably.

5 Stars – Excellent Customer Service from Start to Finish!

A fantastic experience with Baxi, from my initial call to the support centre right through to the engineer's visit.

The customer support team were friendly, professional and helpful from the very beginning, making the whole process straightforward and reassuring.

The repair engineer was equally impressive. He took the time to explain everything clearly, including what the issue was, what he was doing and why. It was refreshing to have someone so knowledgeable who was happy to talk me through the repair rather than just getting on with the job.

Excellent communication, professionalism and customer care throughout. It's great to see a company that still values good old-fashioned customer service.

Well done, Baxi. A credit to both your support team and your engineers. Highly recommended!

After a routine service Mark spotted a problem with the boiler. He informed me that it needed some repairs which he would report and get back to us re repairs. Within a couple of days, Mark returned with a colleague and carried out said repairs/replacements. Job done total professionalism and efficiency. No mess/no bother! Excellent service from Baxi. Thank you.