Ideal Heating - Hull

The C.

I have noticed some less than favourable reviews have been posted but my experience has been the polar opposite. I live in Dudley and wonder if there are any regional differences.
I rang the Ideal help line just looking for a bit of advice. The boiler is just under warranty but was dropping pressure and my servicing plumber couldn't diagnose the issue. The next day (Saturday) I received a call from Ideal and the gentleman couldn't have been more understanding or helpful. He offered to send out an engineer who arrived today (Friday).
You will note that an engineer will typically be far better equipped to deal with boiler issues than your average plumber, but obviously both will vary. My locally based engineer located the fault in a couple of minutes and replaced the defective part, in addition he looked at other areas that could potentially cause a problem in the future and replaced these too. He was gone in less than an hour. I believe his name was Rob? and I think you would struggle to find a more knowledgeable or obliging guy. I couldn't be more happier with the service received.
Also note their customer services is open on a Saturday.

Eleanor

An engineer was meant to turn up for a boiler service (I booked a month in advance). No sign of the engineer, so I reached out to the help desk. Apparently the engineer is sick so my appointment was cancelled. It would have been good if someone had notified me! And the next appointment is over a month away. Very poor customer service

Alexander H.

Just moved into a house and the boiler wasn't working. They came out and honoured the warranty even though I haven't been given any paperwork by the previous owner. They were here within 5 days, swapped all the worn parts, cleaned it out and reset the settings that are most suitable for my house. Engineer was great and the customer service person was really nice as well. Some of the best service I have received from a boiler company. They could have easily charged me and got out of the warranty.

Steve D.

Our Ideal boiler works well, most of the time. But my experience with their call centre to report a possible fault was painful. I could barely understand 2 out of the 3 people I spoke with. After I'd managed to sort the problem myself I had to call again then to cancel their engineer. That was when I found that the wrong name had been added to my account (since I'd made the first call a couple of hours before) and I had to jump through hoops to prove who I was.

Ryan C.

I've used them for 5 years to service my boiler. This year is the last. Cancelled twice with less than 24 hours notice and pushed out to January, not sure what's going on they blamed the weather. Phoned a local gas safe company and they're coming this week. Shame, I thought the engineer who came out yearly was a good guy and did a great job.

stephanie E.

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.

Rebekka S.

Had someone come out due to a few boiler issues, he was obnoxious and quite rude, even made a comment about 'how loud' it was where I live and that he 'could never live somewhere like this', told me the boiler water was filthy and if I don't get it flushed through they won't come out again in the future unless I have an invoice showing this has been done, a local boiler tech came out and performed said flush which was around £200, water was never dirty, there was a bit of dirt on a filter but it wasn't black - like he made out. He also made quite a fuss over the thermostat we had and pushed me to take a new one off him which I declined, never been so pleased to get a tradesperson out of my house. Never, will I ever, recommend or replace our current boiler with another one from them due to this experience.

Elena

Customer services refuses to send any help out to a broken under warranty boiler due to it "still making some noise" and insists we must clean out the pipes ourselves. The pipes they are directing us to where not present. No solution was offered, apart from repeating "we would not send anybody out".