Idealboilers Reviews 192

Had a commercial boiler fittied, one month out of warranty and it stops working. Our local engineer cant figure out the problem and needs the manufactures help, they have put me from pillar to post all week and have the most appalling approach to customer service despite me being happy to pay for call outs just to get heating back on! Cant believe the attitudes I have received....do not buy one of these boilers!

Explained that there was no hot water or heating with small baby in the home. Had to wait 5 days for an engineer who hadn't the correct tools. He made a decision that it couldn't be fixed without properly looking at the boiler. £125 for that service! wish I could give the review No stars.

Failed with a fan fault 19 hours after being switched on

Do not buy an Ideal boiler. Ours is less than 2 years old and we have already had to have them out once. On top of this we have constant problems with low water pressure. Today the pressure has gone mental, first it was on zero, then it was in the red zone. Called them this morning, we have no other means of heat or hot water, only to be told that they could not come out for a week. If we were tenants then the landlord would be legally obliged to ensure that hot water and heating was restored within 24 hours because otherwise it is considered a health risk. Yet, Ideal find it totally acceptable to leave people who have shelled a large amount of money for one of their products without heating and hot water for a week. Absolutely diabolical service.

I cannot fault the service we recently had from them. We recently had the annual boiler serviced by our own heating guy and just prior to the service it needed restarting very frequently, our heating chap said he thought it was the gas regulator valve, it continued shutting down after its annual service so I telephoned Ideal, was able to actually talk to a living person very quickly, they asked what the problem was and within minutes they arranged for an engineer to visit 3 days later. The guy that came out was brilliant, so polite, and maintained social distancing at all times and wore a mask. We thought Ideal were brilliant. Just as an aside, my sister has a well known German oven, starts with a B, the bulb went and they wanted £90 to come out to change the bulb!

Do not buy from Ideal. We have a three year old boiler, out of warrenty of course which now needs four new parts. The pressure gauge never seemed to work and now this has now caused major issues. Ideal are slow at sending the parts that apparently only they can supply. It has been a week now and the plumber cannot get a date out of them. They charge £30.00 for each delivery as well. This company are stuck in the 1950's like their boilers!

Diabolical ! Great tactic.....offer a warranty of 2 years with a brand new boiler and then refuse to answer any calls to come out and rectify an issue. Waited on hold for 3 separate days for 57mins, 49mins and 68mins respectively. Meanwhile my boiler made such a noise I was concerned for my families safety and the noise disturbance to neighbours. I paid out of my own pocket...£248 to get the issue rectified...."...a faulty gas valve....." and low and behold, Ideal refuse to recompense......a warranty you don't have to honour....what a reputable business tool !

Update:
Since i wrote the review below, Jess from Ideal Boilers has contacted me to say they have reviewed my case. spoken to all employees concerned and have made changes where they can to try to ensure better and quicker service for customers in the future. They also extended my warranty by 6 months and compensated me.
I appreciate them being honest and dealing with the issues and reiterate that many of their team manning the helpline, as well as Jess and some of their engineers were great. Hopefully their high standards will now apply to all.
Thanks. CC

Do not buy an Ideal Boiler. They are far from ideal as the many bad reviews I read testify (unfortunately when it was too late for me).
In early Nov 2020, 11 months after I got the Ideal Mexico boiler it stopped igniting in the morning. It was still under warranty but it took 6 visits from their engineers, plus 2 others that they cancelled, before finally on 23 Dec they replaced the heat exchanger and repaired the boiler.
Their lack of customer service meant that for 7 weeks we had no heat or hot water in the morning. It also meant I had to stay home 8 times to try to get them to fix my boiler.
3 of their engineers did not wear masks or any PPE despite the covid epidemic. They were also unhelpful and did not seem interested in or trained to fix the boiler. However, the 2 engineers who eventually fixed it were very considerate, properly protected vs covid and worked hard to get it sorted.
I had to call the helpline c.30 times and the people who answered were mostly kind and helpful and did their best even if they couldn't get their service team to act to help me.
The recorded message on the helpline for the whole 7 weeks of mild and calm weather was: due to current weather conditions we are experiencing an unusually high level of calls, if your boiler displays any of (a list of fault codes) pour boiling water on your external condenser pipe and try to relight it manually. So Ideal Boilers is set up for their boilers not to work even in mild weather.
The promised customer service would call me after Xmas to try to deal with the havoc they had caused. They’ve not bothered to do that.
Steer clear of Ideal Boilers. They are unreliable and so is their customer service.