“Our Baxi boiler is under warrantee. I am retired and my wife and I had no hot water or heating for over one week. When the Baxi engineer arrived he informed me that he would not work on the boiler because it was in our loft and he would not go up the steps nor work near an open hatch. On reiterating to him our somewhat desperate situation he did leave the part needed for our own engineer to fit - an easy 5 minute job. Baxi Boilers only asked me prior to their call if there were any animals on the premises and was there easy access to the property, nothing more.
Needless to say our engineer, who originally fitted the boiler on our new build bungalow, was far from impressed. I doubt if he will be fitting Baxi boilers again.”
“Boiler under warranty, needs a replacement gas valve. Engineer turned up, refused to work on the boiler ( fitted by a baxi registered company) because it was too close to the worktop and he might bang his head. Health and safety. What use is a warranty when they refuse to do the job. He even said if he worked for a smaller company he'd do the job, it's just Baxi rules! Still no heating or hot water, need to pay a new plumber to fix it.”
“Wish I'd read these reviews got a boiler installed by one of their approved engineers 4 weeks ago it has only worked for about a week, baxi engineers not turning up when they say they will having to take time off work, customer service not interested and now no heating and hot water again. They say they will send an engineer tomorrow if he doesn't turn up will have to go down the legal route, I am a very unhappy and angry customer”
“We saw spills on our boiler, and called the Baxi engineers earlier for boiler service. He said boiler looks good, spills are not worrying and his only comment was in regards to working pressure. A month after, heating is not working, we see more spills, we called another engineer from another company and it seems spills were caused from the valve, and the fact that the first Baxi engineer did not pick it up caused failure of our electrical system as well. Therefore, we end up paying an extra part of the boiler, the works to replace the extra part and diagnosis of the issue, all because the Baxi engineer did not investigate properly about the spills we had told him about. I would stay away from Baxi for boiler services and repairs. It seems they try to do an easy job, only and only to take the money.”
“Terrible customer service . Boiler known to be faulty but repeatedly had me running rings to get anything done about it . If you value your time and pennies ..I would avoid !”
“Completely disastrous purchase. Was professionally installed, checked and tested in working order, within 24 hours ceased to work. Brand new boiler under warranty, appalling customer service, when contacted was told would be 3 days for an engineer, leaving a vulnerable household without heating or hot water for a whole weekend (Friday to Monday), in a cold January. Complete lack of empathy no offer or suggestion of any sort of consideration for compensation (keeping in mind that alternative heating would need to be used costing huge amounts to use an electric fire for one room). Disgraceful and disgusting to be told that a company the size of Baxi would absolutely not be prepared to pay additional costs for calling one of their engineers out of hours. I thoroughly advocate boycotting this company and their products based on the pure insensitivity and complete lack that of appreciation and zero after care following a purchase of over £1,000.00. You should be thoroughly ashamed!”
“Used baxi for first time six months ago when we had a new boiler fitted.
Nothing but problems since.
They have eventually agreed to come out to look at it, but not for 7 days, so with a vulnerable child with learning difficulties we are now without heat or water until they can be bothered to come.
Awful boiler
Even worse service.
I would NOT recommend anyone use them”
“Baxi is pricey, very pricey, i'd plump for a cheaper boiler with good customer service instead. They don't answer the phone, when they do its duff info, and then transfer you, meaning they cut you off, now thats just to register your boiler, So BEWARE, don't buy a Baxi boiler or even worse Boiler warranty repair, as if they don't answer the phone, they won't answer it for a repair to get it repaired! waited 20 mins to be cut off when they couldn't send me info on email, the digital way of confirmation and having things in black and white, they don't want you to have that. PS reply time is actually zero, but i couldn't choose that. They sure reply quick selling something though”
“Booked an emergency breakdown cost £470.52 engineer turned up to check the boiler which is located on the landing , he said im not going to work on that as step ladder would be near the edge of stairs its a two step folding ladder tiny really he just didnt want to be bothered , a really no can do sort of guy i pleaded with him as we have children in the house and it is the coldest week of the year so far but NO health and
safety he said and got into his nice warm van and drove off
NEVER USE THIS COMPANY”
“Baxi made my life difficult. It took a few visits before fixing my problem while it was under guarantee. Eventually fixed but the engineer didn't tighten a nut properly, causing my kitchen to flood.
They wouldn't attend for four day's, said they don't have emergency call outs. The phone number for emergencies on line is not theirs?.
It then took nearly a year, after accepting liability, to honour my their mistake.
They refused to talk to me and insurance companies, dragging their heels.
I had a huge fight before getting my kitchen repaired.
Customer service didn't know how to help to turn off the water during the flooding.
I explained my son's ill health and the importance of both hygiene and the need for water but they weren't interested.
I had many visits to c.a.b before resolving this issue.
Half of my kitchen was out of use during this period.
The boiler's and the company are not worth the cost”
“I cannot express how utterly disappointed and frustrated I am with my experience with Baxi and their boiler. The nightmare began when my under-5-year-old Baxi boiler started displaying a fault code that supposedly only a Baxi engineer can fix, at the absurd cost of £360.60! This alone should have raised a huge red flag about the quality and reliability of their products.
Reluctantly, I decided to book a Baxi engineer visit online, hoping that their so-called "specialists" would be able to resolve the issue promptly. However, my optimism was quickly shattered when I discovered that there was no booking made at all! It is shocking that a company this big can mess up such a fundamental aspect of their service.
To make matters worse, when I explained that there were vulnerable people in my household who were left without heating or hot water, their response was cold and unempathetic. The best they could offer was a next-day appointment.. This lack of concern for their customers' well-being is downright appalling.
Since the installation of the Baxi boiler, it has been nothing but a constant source of trouble. Countless issues have arisen, causing inconvenience and discomfort for my family. It is clear that their boilers are of poor quality, and their supposed warranty is nothing more than a marketing gimmick to entice customers into purchasing their subpar products.
Considering the exorbitant repair costs and the extremely unreliable service, I have had enough. I have decided to cut my losses and replace this nightmarish Baxi boiler with a product from a reputable and higher-quality manufacturer. I refuse to waste any more time and money dealing with a company that clearly cares more about profits than their customers' well-being.
My advice to anyone considering a Baxi boiler is simple: steer clear! Don't be lured in by their lower prices, as you will undoubtedly end up regretting it in the long run. Go with a trusted brand that values its customers and stands behind their products.”
“I recently had to call for a engineer to a rental property my gas registered engineer called baxi and explained what he thought was wrong the engineer turned up not knowing what the issue was he thensaid he had fixed it only for my tenants to phone my engineer to say it was still leaking reported again and and same engineer was coming the next day but didn’t turn up it took six days for someone to repair it leaving my tenants with children with out hot water the communication between operator and engineer was nonexistent very poor service”
“En engineer can to my property on Monday and said my boiler was fixed. Without 10 minutes of him leaving the issue I had with my boiler continued I call straight away and they said he couldn’t return to my property as he had gone to the next customer. The next space they had for another engineer to come out was the Wednesday, I waited in all day that Wednesday called at half past 3 to see if someone was still coming and the women placed me on hold spoke to the engineer who’s run I was on and he confirmed he’ll be with me before 6pm. 5:40 I phoned back and spoke to a man who said I’m not even booked to see anyone today!! I reassured him I had spoken to someone earlier that day and they spoke to the engineer themselves he said he’s not sure who the women spoke to because no one is booked to visit me! He was the most rude, unhelpful person I have ever spoken to! I obviously complained as by this point I was fed up of you company messing me around as I have two young children in my property with no heating or hot water for five days! He then proceeded to say his shift was finishing at 6pm so he’s not listening to this and ended the call on me! I have never recieved customer service as poor as this company in all my life. If I ever need a boiler again or anyone else I know I will 100% not be recommending Baxi at all as the customer service is appalling! Never have I had the phone put down on me by a member of staff because it was coming to the end of his shift. Absolutely appalling! It was only that I got my plumber to give this company a call and complain himself as he is an Baxi supplier that they finally came out on Thursday. Funny that they couldn’t help me because I don’t make them money but when a plumber that fits their boiler calls to complain something gets done! Shocking!!”
“Terrible service rude customer care ..had issue with boiler it turns out to be a trial boiler what never went into service so can not get parts still waiting 3 weeks for new boiler joke of a company I’m sure it’s illegal shady very shady bang on your door like the police all about easy money and quick fixes not professional”
“Despite our installer registering our boiler for the 7 year warranty over 2 years ago, Baxi now claim to have no record of this. Therefore will not send an engineer out. Be very careful with this company. Despite having a warranty Baxi refuse to acknowledge it due to an issue with their system. All stemmed from attempting to book an engineer visit weeks ago & we still have a leaky boiler & no engineer has been scheduled in. With young children in the house, this kind of service is unacceptable. 0 stars.”
