Idealboilers 

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,

I'm an electrician and have had a number of issues with their customer service/tech support. To be honest, it is non existent. I'm now having to refuse to attend faults with ideal boilers, as when I arrive on site I am unable to get the info I need to work on them.
Please do not buy one, if it goes wrong you will struggle to get it sorted!

I’m a gas engineer and i promise one thing is Ideal boilers are the worst boiler in the market, Not only the boilers bad but they have incompetent people working for them. I’d stay well clear of this brand, if you don’t for couple of hundred quid , in 7 Years minimum time when you have an L2 fault code flashing, remember my advise. I’ll leave it at that.

Had an ideal boiler for around 3 years, had to call an engineer out three times already. Every time I call I get told it’s at least a 5 day wait for an engineer and they leave me with no heating or hot water and three children in the house. Called them again today as it’s started leaking AGAIN to be told they would ring me back with an appointment and they’ve not even bothered to call. Please don’t buy an Ideal boiler, it will be a waste of your money and I’m seriously regretting our decision.

Our boiler packed in and we've been told we have to go 6 days without any heating or hot water unless a cancellation comes through eventhough there is a ten day old baby in the house. I'm disgusted.

We have purchased a new Halo system and wanted to ask a question.
Using the chat option a callback was offered rather than sit waiting.
Nothing happened, so we tried again via a different method and was told we would get a callback.
No call, hence the poor review.

Ideal boilers is first class company to deal with. Their work and follow up service is second to none. All the staff give great customer service and the work people make sure the customer is completely happy with everything before they leave

Had a problem with the Halo thermostat this was a replacement to one that was faulty a couple of months earlier ideal boilers sent out the technician who replaced the thermostat and took the old one away for testing and research fast friendly would highly recommend them as a company

Nothing but trouble since I bought this boiler. Had a Worcester before I purchased this boiler which never let me down, constant faults especially with an L2 code which basically means it won't provide hot water. Simply awful! Do not buy!!!

I asked for a service on my boiler,there was a noise on it like the QE2 horn sometimes,I thought the engineer would pick it up when it was serviced,but he did not,when I complained to ideal they said that if it needed a repair it would cost me,and because I kicked a stink up ideal said the warranty had ran out and that I should get someone else next time to service my boiler,the point is:-engineer should have heard or found the noise and repaired it,it would have cost me I know,but instead they have passed the buck.Looking at all these bad reviews maybe and ideal suggested I should find someone else to service my boiler in future,im well rid of ideal

I moved into my rented property 8 months ago.
It had a fairly new looking IDEAL boiler.
It has however never worked properly since I've been here. The landlord has had to pay for numerous repairs and now, after still having issues with the pressure (and me having to re-pressurise every other day since I've been here), it has finally been agreed that after now finding out the heat exchanger needs changing, it is best to replace the boiler entirely.
I feel bad for the landlord having had to pay out all this time for various companies to come and do repairs and now a new boiler.
A Worcester Bosch has just been installed and I'm praying this resolves all the issues.
So far, the house has been at a consistent temperature for the first time since I moved in!

i have never been so discusted, when moved into my house the boiler was new, it developed a leak, the plumber arranged a rplacement as there was a fault, the relacement has only lasted two years and now that has developed a leak inside, on a plastic part, absolute rubbish

Had an ideal boiler fitted 8years ago. Luckily not had any problems yet like many other people but getting hold of this company even for simple boiler service is an absolute joke. If they can't even answer calls and reply to contact request forms then they shouldn't be aloud to trade. I would absolutely stay away from this company and spend your money elsewhere.

What an appalling company!!! Boiler pump required unblocking (literally, a 10 minute job for an experienced engineer). On my 3rd attempt at calling I got a reply & after giving my information & details I was informed someone would call back to arrange a date for engineer to visit.
I received no phone call!! I left 3 message on their answering service, plus one on their website messenger.
Still no reply from them!!!
With no hot water or heating I had to call in a local plumber (at a cost of £90!!), despite my boiler being under warranty with Ideal!!
They simply had no intention of sending anyone out to me, as it would be under a no payment job for them!!
What an appalling company - zero customer care - AVOID IDEAL!!!! Disgusted in them!!!

Boiler started to fail in warranty and was/is on start up delivering a loud bang and blowing the external exhaust tube half way across the garden. Gas Safe plumber contacted for tech assistance to be advised of a fix (at my expense). Plumber also found swarf inside the heat exchanger twice, issue ignored.

2 more calls as the problem persisted to the tech team and advice given including chopping out the wall and installing a air gap condensate.

Bang and flying tubes still happening, my plumber has now (yesterday) fitted a new valve to this substandard boiler.

Ideal will not accept the failure and next steps are ripping it out, replace with a another Brand and shipping the Ideal junk back to them.

Very happy with my call with ideal boiler company and conversation with Zac Very professional extremely helpful and patient would highly recommend this company thanking you

The worst customer service I have ever experienced. I'm fairly sure the people who dealt with my complaint who were supposed managers were illiterate. Avoid them at all costs.

I’m extremely disappointed with the way Ideal has handled my warranty claim. I had my boiler installed in 2017 by a registered Gas Safe engineer. The boiler was purchased as a package with a filter, which should have qualified me for the 10-year warranty instead of the standard 8 years.

My installer registered the boiler on my behalf, but now the company is refusing to honour the full warranty, claiming the filter wasn't recorded during registration — even though it was installed from day one and part of the original package.

I provided everything they asked for:

The boiler and filter serial numbers

A written statement from my installer

Evidence that the filter was fitted

Despite this, they’re hiding behind a technicality in the registration process — which I didn’t even handle myself — and are declining to honour the final 2 years of the warranty. It’s frustrating as a customer who followed all the rules and trusted the brand.

Very poor customer service and no willingness to accept the clear evidence I provided. I won’t be recommending them.