“Left pensioner without heating or hotwater for 11 months! Sent out engineer in October 2023 said it was "dirty gas". Calor gas replaced ALL the LPG parts including new tank, boiler still, not working. They were contacted a number of times during the 11 months they only came out twice. I had to get involved to support my mother in law. August 2024 they sent out engineer who said he cannot fix it and needs to head engineer so two more weeks wait as he is on holiday. The appointment date arrived but the head engineer did not! The engineer that arrived called the head engineer and was finally able to sort the problem at 11 months of waiting. The boiler has worked fine ever since. So I've asked for compensation for the unusually high bill and received the reply that the boiler was not at fault, there is nothing to suggest the boiler was the problem and here's £75 for a good will gesture. What an insult considering the bill was nearly £500 extra for the year and I would have thought the fact that the boiler started working after they fixed it would suggest the boiler was the problem. One person looked at the complaint and when I asked for it to be escalated to the next level I was told there is no next level!
Do not go with Ideal Heating they sell you a product they are not willing to support you with until they absolutely must which mean you could also find yourself without heating or hot water for 11 months with extremely poor customer service.”
“I contacted Ideal Boilers to inquire about a potential boiler service. However, I did not confirm a specific date or time for the service and ultimately decided against it. To my surprise, the company proceeded to charge my card £125. Despite multiple attempts to resolve this issue over the past few weeks, I have yet to receive a refund. It's incredibly frustrating to be charged for a service that was neither scheduled nor provided. I strongly advise exercising caution when dealing with Ideal Boilers, as their billing practices seem questionable.”
“We have been given 3 dates of which we stayed in waiting/
AND nothing no one has been. IDEAL you should change your name Not at all happy with this company.”
“new boiler fitted by qualified engineer. tried lighting when finished, would not light. Called ideal and there response was take it off wall and take it back to the shop. My engineer fault found the boiler, diagnosed a gas valve problem, went and got a new one, fitted it and all working. at no extra cost to me. thanks to engineer. SO STAY CLEAR OF IDEAL BOILERS AND GET A BOILER WITH SOME CUSTOMER SERVICE WHO CARE ABOUT THERE CUSTOMERS.”
“Avoid.... not treated well as a customer at all. Boiler leaking carbon monoxide, left with not heating/hot water in the middle of winter with a baby in the house. Engineer won't come to the house as he was to walk five minutes from his van. No desire to help at all. You are the problem as a customer, not the boiler.”
“They will not surply caseing as a spare part thus rendering you boiler condemned, they say caseing is NOT a part, very unfair be very careful what you buy.👿”
“After experiencing pressure loss with my boiler, I contacted Ideal to send an engineer to diagnose and repair the fault. During my initial call I was told that the boiler was still under a 10 year warranty inherited from a previous owner (a welcome surprise!), however I would need to pay £125 to reinstate the warranty as I had not kept up with regular servicing. Fair enough I thought, and paid the £125 during a subsequent phone call. I was told an engineer would come out, service the boiler, diagnose any faults and repair on the day if they had the required parts with them.
Fast forward to today, the engineer (very helpful and well-mannered) inspects the boiler and concludes that a number of parts need replacing, which he did not have with him. After reporting this back to the office I was to expect a phone call confirming the next steps.
This is where things completely fell apart. I received a call from Ideal to say that they would not be repairing the boiler as it had a number of faults, and that the warranty I had only covered one component (heat exchanger) of the boiler. An outright lie which was repeated several times and later confirmed to be false by another manager. After asking for evidence that only this part was covered, I was simply told 'I've worked here for 27 years' which soon changed to 'I was informed by one of my colleagues' after I asked for my warranty terms in writing.
This firm has no interest in repairing boilers under warranty and will happily take money from you and give nothing in return. As it stands, they have charged me £125 to reinstate a warranty which they refuse to honour. Their reasoning being that the boiler has faults! Totally absurd and in contradiction with what they said BEFORE charging me £125.
Avoid this company and their boilers - they will resort to lies and treat you like a fool when things go wrong. Staff will happily take your money and constantly move the goal posts to avoid a repair, even if that means contradicting themselves and their colleagues. To top this off the attitude of their managers is a disgrace, they couldn't be less helpful if they tried. Do yourself a favour and go to a more reputable firm.”
