Idealboilers Omdömen 191

Boiler saying ignition lockout its in guarantee and the engineer came out saying it’s not safe to use and disconnected it and didn’t even attempt to fix it and ideal customer service is refusing to do anything claiming they can’t do anything, I service the boiler yearly and it’s supposed to have 10 years guarantee stay away from this boiler company

If I can give zero star, I will give ideal boiler, I made a big mistake giving them a good review before..I have just moved into new build home not even up to 7 months. I have had issues with ideal boiler nor stop, called them out twice now they come out change a part and the boiler will work for a week or so and we start with different issue.

First noise, second loud bang, now making a vibrating noise so loud it vibrates the house. I guess I will have to call them out again to come and fix it, for it to work for a week or so and start with another problem again.

This is joke please when moving into a home check the boiler if it ideal boiler please try to change it or don’t move in, if not just know you will have issue nor stop with your ideal boiler.

My boiler is less than 3 years old and had 2 faults already. Firstly heat exchanger failed and replaced at 18 months and now expansion vessel is faulty. Plenty of warranty left and is serviced every year. We bought the house with the boiler in the loft. For the second fault, the Ideal engineer refused to go into the loft to work on the boiler. This is because the ladder is not fixed, but the way our loft/loft hatch is configured there is no way of having a fixed ladder without major building work. The engineer who attended the first fault had no problem going into the loft and carried out the work. Now I have a note on my account to say any future issues are parts delivery only. I am paying an independent gas engineer for labour to fix a boiler that has years of warranty left. Absolute joke. My only other option is to pay thousands to move my boiler back to the kitchen where it was originally. No consistency. AVOID THIS COMPANY!!! I will never purchase an ideal boiler. The warranty cover is a lottery depending on the engineer you get on the day.

It speaks volume when a company won't even defend their reviews on TRUSTPILOT !!!
I would give this company a -2 rating if it existed!
Bought a Logic+ Combi C 30 Installed it in 2017.
It started dropping pressure, no leaks in the pipework, pressure relief valve ok & expansion vessel ok. As it pointed to the Heat exchanger I called Ideal about warranty. My 7 year warranty had passed and although the boiler was fitted with a filter (which gave it a 10 year warranty) Ideal said they could not find any trace of the filter being registered, they would not help.
Their staff hang up on you and don't return calls as they said they would I had to chase several times and when I eventually insisted on speaking to the Manager (Tauseef Akhtar) his attitude was very unprofessional and helpless! He refused to give me his last name, but his last name appeard on an email he sent me about warranty which I told him was silly and un helpful thing to say! It looks like I have to buy a new boiler as the heat exchanger is REALLY expensive and near to the price of a new boiler. I WON'T BE GIVING IDEAL any more of my money!!!!//// BEWARE OF THIS COMPANY///

Our boiler broke down this morning with an L2 fault. Rang through customer service and earliest availability is in a weeks time with no other help or options to consider. It's winter time too and stuck on freezing cold. My wife is a teacher and needs hot water for a shower before work. Additionally, I suffer from asthma and scared without heating that this will be triggered. I've had to seek other options to fix the boiler quicker which will cost me. We've only had the boiler for a year and have had two problems which I've had to seek other local plumbers to fix other than Ideal. I would not recommend Ideal to anyone.

We purchased an Ideal combi boiler C30 with 7years guarantee. Now we wish we had stayed with Vaillant.
The boiler started to loose water and a plumber was called. He checked everything and isolated the heating to rule out a leak and advised it would be the heat exchanger. On contacting Ideal within the guarantee period they send an engineer and he said it was the expansion part . His fix lasted 36 hours.
After my follow up to Ideal they told ne to get my plumber back and he should write a report. This at cost to us. Therefore we have a boiler that we top up twice a day, there is no leak we can find. Ideal should resolve the issue not our plumber.

Booked a boiler service, they demanded full payment at time of booking (in November ). The day before the service was due (in January), they phoned to say the engineer was sick, so they cancelled the appointment. They said they had a free slot the Friday after, so we booked it for that day. Today Thursday (the day before the appointment), they call to say they made a mistake with the booking and there is no appointment available, so appointment cancelled yet again. Now waiting for a call back with another date, let’s hope they bother phoning me back. To continue..

Have ideal boiler it's 14 months old had fault phoned customer service told 4 day wait for someone to come out was not excepting that even told to get someone local to look at and would have to pay was not having it.so eventually they sent out a lovely fella next day fault fixed in less then 10 minutes fantastic so customer service take note and be more helpful to customer

How can this company operate? Boiler out of warranty, scheduled annual service and was told "3 months wait, only repairs at present". Okay, sure I get many repairs now, but to push services 3 months? Disgusted, but gritted teeth..night before visit? IDEAL called to CANCEL. Why? "Engineer is sick". I thought, okay stuff happens, lets rebook then? "Sure, 3 months time, you are at back of queue becsue its only repairs at present, and our booking system wont let us book you. "What???? Escalated it, and guess what? 'Manager' emails to say the same. It's insane. So now 6.5 months after boiler service due, next appointment. Basically, IDEAL cancels, and no effort to get another engineer, just sends you back to the end of the queue. Disgusting and raises many questions. Too busy perhaps? What is boiler has an issue that could have been picked up early saving damage later. Oh no..you cancel people on service calls and use that for others? Pathetic. 'Complaint' treated with contempt. Next steps: lodge Trading Standards complaint on 'practices' being employed and as boiler will soon be too old, will be replaced by non-IDEAL. If anybody reading this is considering IDEAL, look at the massive negative % complaints. And dont even think about getting them to service your boiler, or, perhaps they also just cancel all visits? Awful, unprofessional. Stay away, and never chose them for anything.

I have had several Ideal boilers, some of them nearly 15 years old.

They have been largely trouble free and reliable and I have found the Ideal engineer to be helpful whenever a problem has arisen.

These boilers are absolutely shockingly bad! Had two components replaced two month ago at the cost of nearly £600 including plumbers labour. Now I have another fault F1 which indicates the Expansion Vessel, which has already been re-charged on previous service. Don’t buy this boiler, go for Worcestershire boiler instead, had one of these in my previous house and it was excellent.

Absolutely diabolical company will not fix a gas leak they have created and trying to blame everyone else for it, refuse to take accountability, managers called to try and resolve but has absolutely no idea what he was on about and had zero idea about how to do his job.
Left me for 8 days with no gas and everytime I ring they just say you need to wait for your appointment in another weeks time.
This is the worst boiler company you can choose so avoid at every cost; they will cause you nothing but stress and heartache.
Complaints team will laugh at you and side with the company.

Don’t buy an Ideal Boiler – they are far from Ideal. Fault for the third time in 3 years, engineer booked to come out to 88 year old lady just before Christmas, rung on the day to cancel as said it needed power flushing (again) – long argument with them about why we were not informed this when the call was booked and confirmation had been received – spoke to Manager (waste of time) – computer says no response and blamed new employee (not nice!). Made a formal complaint and even the customer services / complaints manager are a complete waste of space. No care for an elderly lady left without hot water a few days before Christmas and another power flush at a cost – what is the point of a 10-year warranty – not worth the paper its written on. My advice is to steer clear – other reviews seem to echo this too! Would NEVER have one again!

Central heating no longer working. Boiler within warranty but company doesn't answer phone. Now over a week without heating. As an OAP, I don't appreciate this in this cold weather.

Boiler broke down with gushing water. Having isolated the issue, I rang Ideal (30 minute wait) and explained that I had a one year old and would need an engineer ASAP. They got back to me and said they could offer me a 2 day wait but then came back with a next day. After much deliberation, a complaint stating that providing a baby with no heating was risky and that we had no support, they replied to my complaint within 20 minutes stating that they were following policy. A cold night and a day later, having spent money on some new heaters, an engineer showed up the next day. Inspecting the boiler, he stated that it was a fault of the installer for the failure of the boiler (there was no air gap in the external condensate pipe). He stated because it was an installer mistake and an external issue, warranty wouldn't cover it. Raging at my installer, I rang him and he explained and PROVED that he correctly installed. 3 phone calls later, I asked to speak to a manager as I was fed up of the repetitive explanation to the caseworkers. I said I would wait for a manager as long as it took on the phone, was literally crying on the phone and was probably quite abrupt. The caseworker told me there was nothing she could do and she was going to hang up the line. Finally having someone higher up ring me, I explained that the installer had correctly installed the boiler and provided the evidence. He stated that he had spoken to the installer and agreed that he had fitted it to spec but had not mitigated risk.

In all, I am left with an option of paying a one off price for my knackered 5 parts of my boiler to be fixed (providing my installer fixes the non-building regulated compliance) or get a new one. Reluctantly, I have decided to go with a different brand. Ideal have terrible customer service, don't care about your children and certainly have a warranty that's short of pathetic.

Having complained and complained, I am more upset with the terrible service. No empathy - just policy and tick boxing. Do yourself a favour and avoid this company with your life. Alternatively, get a budget boiler, have it break twice in 3 years and be left with a whopping bill.

A message for Ideal: Why are you creating a product with an internal waste disposal system when you advise that an external one in installed?

AVOID!!! I found them via their secondary domain (idealboilers.net). This is not an actual plumbing company—it is a call center that simply subcontracts jobs to local plumbers. I called to book a diagnosis and repair and was charged a £90 'booking fee' upfront. However, when the actual local plumber arrived, I had to pay another £90 call-out fee directly to them. I ended up paying £180 before any work even started. Complete transparency is missing here; save your money and call a local plumber directly.

Ideal told us boiler not holding pressure and that we have a leak.
After 2 weeks and further investigations no leak was found. Had to get a different experienced engineer to fix boiler and replace the parts ideal left behind. Their misdiagnos has cost us thousands. They also don't come out for almost a week. Very bad experience with ideal. Would never buy an ideal boiler ever again

My Ideal boiler came with my new home. It has had problems constantly and needed constant fixing every year, until completely breaking down leaving me without hot water or heating. I was out of the warranty period, so called and booked a fixed price repair for £359. I was advised that if they could not make the repair that I would only have to pay £99 for the callout, and would be refunded £260. I live alone, and work full time, and being almost Christmas I do not have any time left to take off work, but they will not book weekend appointments even though their customer service lines are open on weekends. Baffling, but okay. I had no hot water or heating in mid-December, and the soonest they could even book an apointment with me was 4 days after the day of calling. If I was a 93 year old man I'd be at serious risk waiting this long. I was informed they would call between 8-9am to confirm a time on the morning of my appointment. They called me at 9:10am. A bit annoying, but fine. The man on the phone said he would arrive between 1 and 3pm. He arrives at 2:45pm. So far I don't have a great first impression. I informed him on the phone that he needs to knock, as my doorbell is broken. Instead he presses the doorbell, which does not ring, and I have to answer the door just by sheer chance of noticing him outside the window. I then take him to the boiler in my outhouse, let him inspect it, and wait inside. 40 minutes later, he walks back to his van to collect a clipboard, and then accidentally walks past my front door? He then realises this and awkwardly walks back and again, presses the doorbell, instead of knocking. I see all this out the window so I answer the door, and he shows me the issue with the boiler. I had a second opinion from a different company after this to confirm the actual problem, because on top of identifying the actual problem, the Ideal engineer then begins to make up a long list of issues that seem çompletely "off", claiming the entire boiler is broken internally, as if to sell me on the idea that my boiler was not fixable, so they could go ahead and deem it "economically non-repairable". In other words, we refuse to honour our fixed price repair and would rather sell you a new boiler for more money and less hassle. Fair enough, you've got a business to run. This is only the start of my frustration though. The plumber then began to be very ambiguous about the next steps, saying Ideal "might" give you a "partial" refund, but "someone will call you" to discuss the next steps. I get 2 phone calls, both of which I miss because they only call during working hours. I called back and they said they would not be able to help me as the "BER team" (or something to that effect) have to call you to discuss the next steps, you cannot call them. I explained they needed to call me outside of working hours then, and the man on the phone said someone will call you back after 5pm today. I said, "okay that's great - if by chance they do not get through would they please email me my options?". He said yes and we ended the call. They call me back at 4:40pm... I physically cannot answer a call at this time, and I receive no email from them either. I then call back after 5pm to return their call and am met with the same unhelpful spiel on the phone. So I then asked if I could please get a refund of £260 as they could not fix it and this was agreed in the t&cs before paying them, and again, I am met with ambiguity about whether they would even refund me, and he insisted they could not confirm the amount of the refund and that I would need to answer their call to discuss this with the right team. The company seems to hide behind ambiguity to rip people off. Their friendliness on the phone is meaningless when they refuse to actually help and can't actually provide a transparent or reliable service. I have now been without hot water for over a week and have decided to never use this company again for the rest of my entire life. All they do is offer cheap boilers that breakdown and then refuse to help. I've never felt so let down by a company in my entire life. If I could I would give them 0/5. Please refund me or I will have to contact the Ombudsman.

Had an ideal boilers fitted Dec 2017.We now have a fault with the heat exchanger. Boiler guaranteed for 7 years, heat exchanger for 10 years. Having phoned customer services we were asked if it had been serviced yearly by gassafe engineer which it had and if it was fitted with a magnetic filter which it was. We were then asked the make of the filter and because it was not an ideal filter, the guarantee was void. Nowhere in the installation instructions does it state it must be an ideal filter , so we've had to have another boiler fitted. Ideal will do anything to avoid correcting a fault on a guarantee. They now supply boilers with filters included in the box. It also took them over a week to return our call after we contacted customer services.

I am a engineer who trys to support ideal, however a new customer of mine has a 3 year old boiler with a 2 year warranty, its one year out of warranty and the heat exchanger has split, its split on a weld on the outside which is a manufacturing fault when it was made, I have tried my hardest to even get a replacment and i will fit it but they wont admit a or replae it, This has goner to the hignest level the customer services director who i can only assume doesnt care about their product or name,