Idealboilers 

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

I had an Ideal boiler installed in December and like many others, I received a letter a month later to advise it was faulty and needed fixed. It is now April and I am still waiting on an engineer to call me. I have tried contacting the department multiple times through calls, emails and online chats and the customer service has been horrendous!!! No apology and no help! I have a 1 year old in the house and this is nothing but a complete worry. Don't waste your hard earned money on this awful company.

Very nasty made in Hong Kong quality.
Forever breaking down and fault codes galore.
Very nasty rubbish.
Bought a new Worcester bosch and by golly the difference,from crap to a useful working boiler

I didn't use to have strong opinions on boilers. Now I have one, "Ideal boilers are the worst."

Faults happen - but Ideal have gone out of their way to make fixing the issue difficult. We registered as having the fault, they never contacted us as promised to schedule a fix. We called, they said they couldn't schedule an engineer, only register faulty boilers. The website said they could help me repressurise the boiler, the person on the phone said they couldn't do that. They put me through to a supervisor and the phone rang then the call ended. This happened twice. I got them to put me through to tech support who also couldn't help repressurise the boiler, but could, for some bizarre reason, help book an engineer.

I put a complaint in and their complaints procedure was thrown out the window. I didn't get a reply in 48 hours, I got a vague reply after 10 days and then no answer to my follow up.

Any time I hear someone say they are looking for a new boiler I'll be sure to chime in, "Whatever you do, don't get an Ideal boiler."

Mac, the engineer who came to our house, was wonderful and I hope he has a great life.

Unlike many others, this is not related to the recent recall. Its a bit long winded, but you need to know the full story. I purchased an Ideal boiler in 2021 as it came with a 10 year warranty. It was serviced in 2022, 2023 and recently in March 2024. It developed a heat exchange fault just before the service at 30 months old. Ideal were contacted and they agreed to send an engineer. They asked if there was 450mm access in front of the boiler. Yes there is, but its in a slightly awkward position so I advised the call centre of this and also pointed out that it has been serviced 3 times in this position. Then the problems started.

1 - On the day the engineer did not contact us so we contacted Ideal to check his eta as the boiler needed to be cold for the repair. The engineer then called us and we asked the question. His response = 20 mins, 30 mins 2 hours who knows!
2 - He arrived and looked at the boiler and advised he could not work on it due to a lack of access. He called his HQ and sent pictures and they agreed (I was not home at this point). He then left without touching the boiler. Before departing he gave us some useful advice "You need to find someone who is poor and get them to fit it for money"
3 - I arrived home to find we still have a broken boiler. I set about dismantling the utility room to give more access. I call Ideal to re book and offered to send pictures of my work to ensure we do not have a repeat. They accepted my suggestion. I send some pictures and advise that I can make access even better, but would rather not unless I have to. They check the pictures and ask about removing more cabinets than I had just offered to. Again "I will if I have to" I advised them. They go away for another opinion.
4 - They return and say no they cannot fit the part. I respond by saying "ok I will remove the additional parts that you just requested". They respond "we cannot work on your boiler unless you move it". I ask where exactly I am supposed to move it to, as its a boiler not a vase!?
5 - I enquire why they are still saying no when I have dismantled half of my utility room and am offering to make more changes as requested by them? The response - The boiler is too high! To be clear, they have not measured it and neither have I. Its the same height as most of yours are in a kitchen cupboard, but its in a cupboard of its own in a utility room. Height was only mentioned after 2 sets of pictures sent and clear access achieved. Why??
6 - I am advised that the best they can do is send the part and I arrange fitting at my own expense. I agree as I have a broken boiler and no other real option.
7 - An hour later I get a call to ask for the boiler serial number so that the correct part can be sent. I find this odd as the part was supposed to have been on the van earlier that day. Was it???
8 - I call back the engineer who carried out the service to fit the part. His first words when he observed what was left of the utility room "why have you done all this" I explained and he advised he would have done the repair without any of the work, but thanked me for making it easier. He agreed the height was normal and that it could have been a lot worse. He got on with the job and three hours later departed having repaired the boiler that was supposedly too restricted, too high etc etc.

So... If you have an ideal boiler thinking you are covered by the 10 year warranty, good luck with that. Mine still has over 7 years left, but I am having to pay for repairs as Ideal wont touch it unless I move it!
If you are thinking about getting one for the 10 year warranty you might want to have a rethink ? The warranty isn't as it seems.

I have contacted Ideal direct and they are 'investigating' but its been over a week so I am doing what I told them I would and putting a review on here.

PS - if you are interested, the engineer(s) who have serviced it and repaired it without any fuss are from Swale heating who are based in Kent. I would recommend this company for a new boiler (used them in a previous property) and servicing.

they refuse all responsibility for installing faulty boilers, as many others, we got a letter saying that our boiler might be affected by some serial production issues, but they simply cannot be contacted. I registered to their useless website but still dont allow you to book, absolutely discusting company. how can you guys live with yourselves, sending out tons of stupid videos of how to fix low pressure is NOT the service you're supposed to provide. What kind of warranty is this??

Just called Ideal. My 92 year old mums boiler has developed a fault and she has no hot water. The 7 year warranty ran out on 8/3/2024 - 13 days ago. Despite the fact Mum is of great age, frail and vulnerable and despite the fact we have never called them before there was no wriggle room and they were unprepared to help other than to advise I contact a local engineer. I was half heartedly offered their own options for an engineer on a paid basis which I declined. On the basis of this experience I would never buy Ideal again.

Just had a new Ideal Boiler installed and then received a recall letter. (Also review the government recall report)…. Rejected the boiler, inline with the 30 day consumer rights act. Ideal refuse to replace it and leave it to the installer. I feel sorry for all the installers who made the mistake of fitting these boilers. A shocking company, certainly would not recommend.

Like most of the reviews I had a boiler fitted in December to then be sent a letter in January to say it's faulty!!! I have tried to book an engineer to come out to fit the new part needed but no response! I have had to adjust the pressure several times now and the heating randomly turns on at all hours of the night!!!! I am worried about the safety of the boiler from speaking to qualified plumbers. Shocking customer service and shocking product!

My opinion is DO NOT INSTALL OR BUY. We replaced our Baxi gas heater. Ideal admitted they supplied a boiler with safety issues. Just look at their recall website! Only 5 weeks old and they told us to 'top it up' to keep it safe! Absolutely the last company you should consider. I hope you learn from our mistake.

My brand new ideal logic max boiler has been nothing but trouble , first issue was internal gas valve failure leaving us with no heating or hot water , then received a letter informing us that some parts need replacing due to a manufacturing fault , the logic max is the high end apparently ultra reliable model , stay away from this company absolutely shocking

I also received a letter like Paul telling me there was an issue with my boiler that was fitted in October. I believe the letter stated their was a problem with air pressure and the boiler could over heat and stop working. I called the number like asked to and had the displeasure of speaking to a rude woman that asked me questions I had to dig around looking for. Baring in mind they sent me the letter they didn't know my installation date or the boiler serial number well neither did I as it was written in microscopic letters underneath. I was then told someone would be in contact in 2 weeks. Tbh its not a great boiler it makes sounds like there's a hurricane in my airing cupboard it always has errors and now after seeing a fb video seems my model also catches on fire!! Hope the house doesn't burn down in the 2 weeks it takes them to call 😒

I bought a house with an ideal boiler. I can't say I'm happy with it. When we moved in it only heated one floor of the house. It frequently runs a burn cycle even when it's switched off.

When the technician came to service it for the first time he was shocked by the grinding noises it was making and replaced a lot of parts. The boiler started making the same noises the next day. I called the company but they didn't seem to care, they certainly didn't arrange for the technician to come and inspect it again and I was left with the impression the call handler didn't really care about the strange noises that bothered the technician so much.

A year later, same thing but this time it was more difficult to book a service. We were told that they're busy and we'd get a call back to book a service; we may have missed their call - if so they didn't leave a voicemail, or send a text or email to let us know that they had availability so we eventually gave up waiting and called them again to book it.

I can't say I'd recommend this company, the product doesn't meet my expectations and the overall customer experience has been poor. I think I'd be better off with a boiler from a different company in future so I will buy elsewhere.

I received a letter to say that a new boiler installed last year has a fault. I had to call to register this. The experience in handling the call was absolutely terrible. I was asked for information that wasn't mentioned in the letter to me and therefore not to hand, after waiting on hold for about 10 minutes to get through.
To make things worse, it sounded as if the person on the telephone was listening to a superbowl match or similar as crowd cheering kept drowning out our call every minute or so and they had to keep reppeating themselves. It was left that Ideal will get back to me in a couple of weeks. Hardly treating this as an urgent matter on a new boiler still in warranty.

We have had an Ideal boiler for years, our current one is over 18yrs old.
It is starting to play up now and again, but it has done us proud for years.
Will be replacing it soon with another Ideal boiler.
They are fairly priced, easy fitment and last a long time.

Moved into a new house in December, has a two year old Ideal Atlantic 24 Combi boiler. Going from a Valiant boiler to a Ideal, I can tell you this thing is a piece of garbage. It's on the market for around £700, it's worth £200 max. It's absolutely horrendous. Stay away from Idea boilers. Pay a bit more and get a better brand.

I would give zero stars if I could. IDEAL LOGIC COMBI C24. NOT FIT FOR PURPOSE. This boiler was installed by the council just recently despite the previous one was in full working order. Please tell me since when water boils at 80C? Should we change what is taught in schools in chemistry? This boiler reaches 80C and switches off, if you don’t believe me just download the pdf and read it for yourself! The water temperature at that point drops to 60C something and boiler switches on again. It’s a yo-yo thing all day long; I have 15C in my kitchen and living room because this boiler is not able to warm up the room because of the yo-up way it works.
Reading on the website the council would probably need buying an extra kit for cold weather to go with it. This is such a scam! A combo boiler should not need extra kits for doing its job!

What rubbish service. They should be ashamed of themselves. New boiler installed November 2023, boiler broke down New Year’s Eve morning. No heating or hot water. After not getting any help from the boiler installer called help line who talked us through the steps to get it working told them we have already done this several times and does not work. The next step is for them to come out but can only come out on the 9th January. Two 80 year olds live in the property with health conditions

These are the biggest piece of rubbish on the market .
Went wrong 2 weeks after installation had new circuit board and other components fitted went wrong again 3 weeks later new chamber etc fitted and now 2 years down the road won't start yet again .
Do not buy one of these