Ideal Boilers ie Omdömen 36

Terrible tech backup.
Looking to get information on the boiler faults and I was given no help.

Ideal Boilers ,my mate who is a plumber took one look at my new build, ideal boiler and told me it was crap..2 years and 3 months into service 3 months after the warrenty ran out ,I got a £200 plus, bill for new .Gas Valve and injector..

Rang customer services on a monday because the pressure kept dropping after using the heaters and water wasn't hot, on my 6 year old boiler. Engineer came out Thursday, checked it over, replaced 3 parts and we now have hot showers and all seems fine. Adam was great, explained the issues and showed me the problems.

Booked and paid for annual boiler service (as done for last six years) 28/07/2025 for today 27/10/2025 (taken day off work).
Had previous good service with many different engineers.

Received voicemail from Natalie Friday 24/10/2025 at 1pm cancelling appointment due to engineer for area being "off" and to call to reschedule.

I called back spoke to Holly, who stated first available appointments Monday 12th or Tuesday 13th January 2026.
I told her this was unacceptable as too long a wait for service in winter and I wanted a refund and to tell her manger (Tee?) I would be putting negative review of service etc.
Holly said refund will take 7 days ( I hope so).

I will also try to contact CEO Shaun Edwards, because nothing will really change without people complaining and them losing money.
They obviously have staffing retention issues, that need to be addressed. I will try a new company OVO as Ideal are not reliable.

Their customer service was abominable. I bought a boiler from them 4 years ago which came with a 5 year warranty. I turned my heating on and a fault f2 came up. It was banging and clunking and gurgling. Because I used the word gurgling they refused to honour their warranty and said it was pipe work. I challenged this and said fault F2 could be pipe work or a fan. I asked them to send an engineer. If they didn't cover pipe work he coukd leave and I would pay for my repair. But only an engineer coukd establish the problem. The rep just kept saying gurgling meant pipe work so no show for engineer. Despite fault F2 could be a fan or several different faults. DO NOT BUY FROM THEM! source a company that gives you a genuine warranty!

Hi bought an Ideal logic+combi c30 on a friends recommendation..I've stuck to the agreement to service it every yr to uphold the warranty ..I can't say it doesn't run well ...but I came out of warranty last April (2024) and at this service, my engineer found a disintegrated seal on the front cover. Ideal customer service dismissed as a manufacturing design problem and want to charge approx £350 to replace a seal but having to buy the whole front cover that to me seems excessive and will put me off buying another Ideal boiler...customer services didn't really care about my problem and kinda suggested it should have been found inside the 6 yr warranty...poor customer satisfaction

Problem pointed out on annual service by local plumber.
Engineer called out on ten year warranty appointment within 48 hours . Turned up on time , Highly Recommended , prompt attention ,professional, knowledgable , Excellent work.

Shocking brand , shocking service and repair team .. guys on phone are helpful and polite but seem frustrated they can't help more .Buy a decent brand with decent backup. Boiler is 6 months old and has played up constantly with different faults till it eventually stopped igniting. was promised an engineer next day . He text at 9am to say he would attend between 3 and 4pm ,,, 530pm no engineer and no phone call phoned ideal to be told he was stuck on a gas leak and would not be attending and that they couldn't give me a date for another appointment. Now 3 days with no hot water or heating in winter with a disabled wife who depends heavily on hot water was promised a call back by 6pm last night and guess what no call back. Guy on phone was very apolagetic so felt a bit sorry for him as I was so frustrated .now been told have to wait another 2 days even when I explained my wife needed shower facilities with hot water Sadly we inherited this boiler when we moved to a renovated bungalow but I will never waist my money on an ideal boiler .. buy bosch ,Worcester or baxi please guys or be cold and left to fend for yourself .

I'm a tenant in a property leased from a landlord who is currently travelling abroad. A message came up on the boiler stating that a service was due. I contacted Ideal Boilers and they informed me I should pay £125, which I duly did. This was on 7 Nov. I have since contacted them on 13 Nov and again today 18 Nov. They haven't even issued a receipt for the £125 paid almost 2 weeks ago. I have now requested a refund, hopefully this won't take too long.

The price of the 35KW boiler I bought was incredibly competitive, however you need to purchase a filling loop separately as not supplied, and compatiblity is an issue , I bought an ideal filling loop it wasn’t compatible, I had the same issue with the Ideal wireless room stat I bought as well , so this isn’t to criticise Ideal it’s to raise awareness to check compatibility prior to purchasing products that you will need to go with your boiler , I would recommend Ideal give this some serious consideration

Really pleased with the boiler , getting the right parts has been a time consuming faff.

Experience from the very beginning was exellent. Great communication throughout and 2 very nice guys - Sean and James. They were very neat workers and did everything in one day as promised.

Rgii installer this boiler I had loads of faults only as a service I had to replace flue seals last problem was a pcb on a 3year old boiler the people had health problems called there ideal office no one there reception says will call you 5 minutes waiting 1 hour called back still no one there they said they will call me still waiting went up and payed for a new one. Don’t be fooled by the ten years warranty thing only Bosch boilers keep to there word

Excellent Customer Service
I called customer service on an actual landline number!! 15 minutes later, I had been given clear information by the lady and was able to sort out why my boiler had stopped obeying the remote control. It's so rare these days not to be told by an automated message to download an app or go on the website to look at dozens of so-called frequently asked questions, which never seem to include my question. 10/10 for providing the simple facility of speaking to a human being with a comprehensible accent and product knowledge. Well done, Ideal. My boiler is 2 years old and the problem was with the condensate pump, not the boiler itself.

Our boiler has failed us twice in six years. Really couldn't recommend it. This time it's the PCB board which was replaced under warranty 20 months ago.

Had an ideal biller installed 6 months ago. Its been making whining noise since day 1. 6 months can't get anyone to look at if. 12 years warranty my a**. Pray you never have to deal with those guys

I have been trying to contact Ideal boilers to report a fault for four days, I've asked for call backs and tried chat. I'm constantly on hold and have not received any call backs. What shocking service!

Lee and Tom called today to service my boiler which they installed a year ago.
It was working perfectly and with efficiency.
They were so cheerful friendly and polite. They removed their shoes before going upstairs which was very courteous as I wouldn’t have liked asking them to do this incase it was a health and safety concern.
I hope they return when my next service is due.

Absolutely great . Love these boilers , so easy to use . Very efficient too

what the lousy service from the ideal boiler serviceperson. he came the time just his fixed and not clear the explanation after checked .

I see they shut the other trustpilot page. Is that because your brand new boilers go faulty and flood houses and destroying kitchens and ceilings and fuse boards during a pandemic making folk homeless! Then you lie and squirm so you don’t have to pay for the damage! Disgusting lying bunch with rubbish boilers! Whatever you do don’t go ideal!!!!