Idealboilers Reviews 192

Waiting for boiler upgrade but once again no sign of engineer!!! Emails and phone calls getting me nowhere. This is the 3rd or Maybe even the 4th date I've been given for the appointment!

Called the company to arrange a service. They insisted on taking payment before arranging. I said I wanted to know how soon it t would be first and he said within days. After I paid they said would be two months away. I objected so they said they'd ring back with date. I've never heard back from them so they've got my money and I haven't got an appointment.

Do NOT buy a boiler from this company, they are selling a faulty boiler model that has a design fault which means that the company are having to roll out national repairs on each one that is fitted.
They are a complete shower with incompetent call centre staff who a unable to arrange a simple engineer vist appointment. I am waiting for my fourth appointment, the last three they screwed up. They will not reply to your emails so don't bother emailing a complaint

Avoid them at all costs, if you use a gas/pluming company that fits boilers make sure they don't use boilers from this company.

The boiler was put in in June 2023
it has broken down 4 times. DO NOT BUY

Absolute joke of a company..Sick of trying to get an answer to my emails.Had to resort to pen and paper..Faulty boiler installed and dreadful dreadful customer service!!!Do not use this company!

Absolute joke of a company. Got contacted saying there is a safety issue with the boiler and they need to do an upgrade. Got a confirmation by email confirming the date, took time off of work only to go round in circles all day to find out the date on their confirmation email was incorrect. Had to book another date via phone, so another days holiday gone, only to be told that they cannot send me an email confirmation because it has been booked over the phone. The person on the phone was not in the slightest bit bothered!! Next time I will definitely go for a Worcester or Valliant!

The worst company I have ever had the displeasure of dealing with
They contacted me to say there is a fault on the model of my brand-new boiler and they need to come and see it.
They tell me an appointment is 8 am to 6 pm so I take a day off work and they told me I’ll be called at eight in the morning, tell me the time they will arrive they didn’t call when I called them at 10 o’clock they didn’t tell me they don’t call 8 in the morning. They said he will call when on the way, I asked to contact the engineer. to see what time he is coming. And They said they can’t contact the engineers which is a lie.
They call me back to tell me they’ve actually made mistake and put me out for the next day so I needed to be home then as well when I told them I can’t possibly take two days off work as I’m self-employed and today already cost me several hundred pounds taking today off, they couldn’t care less and there’s nothing I can do except reschedule another eight till six appointment. so their machine is faulty and they Mess up the appointment and they expect me to lose another day salary because of their mess unhelpful And liens and everyone I spoke to you told me something different different different.

Moved in to a new house in February. Registered ideal boiler for warranty and it said safety upgrade needed. First available appointment was only in May. So waited 3 months for it to be cancelled a day before. Rebooked it for mid June. Appointment cancelled again the last day. And now it says booking not available. Terrible terrible customer care.
Today 08/07/24 accidentally found out that the third appointmemt has been cancelled again. On Friday got a phone call saying the engineer was coming on Monday. Sitting at home all day. Only by coincidence checked my IDEAL account and saw that the appointment has been cancelled. This time not even a phone call, no explanation or appology. Nothing. Tried to contact customer service. No answer. Is there any responsible person at all in the company

We had an Ideal Vogue Max 32 installed 5 years ago we have since had six heat plates installed (Each cost at least £100 each we did get at least one as part of the guarantee) The issue is that on older systems debris can block the heat plate resulting in no hot water (Not informed about this before installation). This being said the system has been flushed on three occasions! It has failed yet again! Ideal I think poor design. All this about saving money in terms of efficiency has been wiped out due to cost of spares. We will replace this boiler probably this year, it is unlikely to be one of yours. Customer service? Sales very efficient!!!

Appalling customer service and systems. Took ages to book upgrade. The scheduling was abysmal and nobody arrived, then rescheduling resulted in 2 engineers turning up, both of which complained about the situation. Lodged a complaint and it took a month before a reply which was dismissive to say the least.
I took time off from my business with loss of profits on two occasions, plus spending hours on the phone to ideal. I had this boiler installed as a replacement under insurance a year ago and to have a faulty one year old boiler is not 'Ideal' pardon the pun, but when poor customer service with no redress follows it is quite disgusting. Shame on you IDEAL. The excuse that we are busy is weak. You are busy due to poor products and poor service with many complaints.
People avoid this company like the plague!

No complaints at all rang the company re a boiler problem. Engineer fixed for within a few days time.Came on time , did a great job as I explaining the problem and he knew straight away what it was
For your records the engineer was Stuart Hellewell,If I need an engineer in future PLEASE send Stuart.

Customer service and scheduling apalling, no concern for customers. These departments need a complete revampe if any company needs to go through a change and transformation programme Ideal it’s you guys. Don’t tell customers to expect a phone call which never is returned.Service team need to use appropriate language to customers. Would I recommend them to colleagues not a chance.

My advice is to ring the customer service number from the company website - do not try to respond to letters,emails or text messages. The operator answered straight away and booked an engineer to come out in 2 days time - she had all the correct details to hand as soon as I verified my postcode. Very helpful and stress free. I will update after the engineer has called.
UPDATE: engineer came on time and completed the job in no time !! Very professional and helpful.

Technical help a joke,never ring back. Ring commercial and put through to domestic. They take telephone number and don't call back. Help line worse than the boilers.

As many on here have said, try to contact customer services, by phone nobody answers, by contact form online, no response. The safety upgrade took months to be done, now faulty valve in new boiler. Engineer broke gas meter box door tried to complain re all issues, given email for complaints, bounces back, wrong address or probably full of complaints!! Don't buy anything from Ideal. Very disappointed and very frustrated.

TLDR: some of their engineers will try and get out of fixing on warranty. Fight for it.
If the hot water is an issue, you probably don't need a system flush. Get other engineers in to review for a system flush then tell Ideal when the other engineers confirm it's not necessary.

Boiler works OK but warranty technician is a joke.
Boiler stopped providing consistent hot water so they were quick enough to send an engineer out.
Engineer said system needs a flush and the flue needs correcting.
After having three other engineers come and tell me the system doesn't need a flush, I recontacted ideal by email who advised they never said I needed a flush, and I just needed to correct flue and send service record. Did this. THen they asked if I'd had the system flush.
Phoned them at wits end and had a great Customer service rep help and she confirmed with her manager to get engineer out (bearing in mind it's now spring after chasing around for a system flush all winter!).
Engineer came out and replaced the heat exchange no problem. So why not do it 4 months earlier?!

Sold me a faulty boiler and now wont give me an appointment to come and fix it. So now I have to wait indefinitely without heating or hot water!!!!!!!

We had one of these boilers already fitted with our new build. Nothing but issues with it. Few months in, grinding noises like poor bearings, but that turned out to be a faulty fan. However, 18 months into ownership the diverter valve is now making a howl that can be heard throughout the house, Ideal have been around 6-7 times in the last 4 months and replaced various bits, but because they don't actually know how to fix the problem, they're now saying "it's normal" and are now ignoring it.

Stay away from this company and save the headaches, just stick with Worcester or Valliant.

During an annual boiler service, the engineer noticed a crack in the front plastic case of the boiler. The engineer advised the boiler needed to be kept turned off as a safety precaution until Ideal could supply a new part. The engineer contacted Ideal in the morning on my behalf to arrange supply of the new panel under my warranty agreement and I was told to expect a call back later that day. The engineer advised that usually these cases are treated as a priority due to having no boiler in the meantime.

Nobody from Ideal called me so I contacted them in the afternoon and was told that the case had been referred to a manager, who was in a meeting and could not be contacted. I'm unsure why the front panel couldn't have been ordered by anyone else at Ideal and had to be replaced by this one specific person as this seemed to cause an unnecessary delay.

The manager called me back around an hour later and advised that she had now ordered the part but that it would not be same-day delivery. This was extremely disappointing to hear as I was without a boiler in the meantime so no hot water or heating. The manager could not tell me when the part would be delivered or give me an indicative timeframe for how long this usually takes.

A couple of hours later I received a call from a third person at Ideal who advised that the engineer would be sent out tomorrow but there was no timeslot and I would be contacted in the morning by the engineer directly to agree a timeslot.

I subsequently missed another call from Ideal and called them back immediately, however the person I spoke to did not know why I had been called again and said I had to wait for another call back. This happened a second time around 20 minutes later.

All in all, I had five calls with different people, summing up nearly an hour of my time, about the simple matter of replacing the boiler panel. This seemed unnecessarily complicated for something seemingly straightforward - all I needed was one call saying the engineer would be out the following day and would call me to arrange a timeslot. Everyone I spoke to was friendly and polite, but did not have any useful information.

The Ideal engineer arrived the following day and replaced the front panel and reconnected the boiler, however he did not do this correctly and as a result there was a leak onto my kitchen counters from the boiler which I've had to correct myself.

these guys are terrible they dont respond and then send e mails that have no relevance to complaint. Its as if its done on purpose. Still trying to sort a recall problem weeks after they first made contact. They dont show up, then lie when you can eventually get through AVOID if possible they are terrible