Baxi Heating UK LTD

I recently had a new boiler installed and contacted the council because the pressure kept dropping. An engineer attended on behalf of Baxi. He did not knock on arrival. I became aware of someone by my gas meter and had to approach him myself. He did not show identification and did not provide his name when asked. When someone is attending your home to work on a gas appliance, this is unacceptable. He stated that he was carrying out an annual gas safety test. However, as the boiler is newly installed, no annual safety check was due. After I raised concerns and contacted the council, another engineer attended and informed me that no annual gas safety visit had been booked and that it is not due until next year. This discrepancy is very concerning. During the visit, his manner was hostile and dismissive. He made comments suggesting the boiler would “break soon,” which is alarming given that it is newly installed. After he left, I found bolts had been left loose and the boiler pressure began dropping rapidly. I also discovered a significant dent in my sink where tools appeared to have been placed forcefully. I contacted the council immediately and another engineer attended shortly afterwards. I was informed that components had indeed been left loose. Leaving a gas appliance in a loose or unstable condition is extremely serious. This experience left me feeling alarmed, distressed, and concerned about safety standards. I expect Baxi to formally investigate this incident, identify the engineer involved, and ensure that proper professional and safety standards are enforced going forward.

Our boiler broke yesterday, when contacting Baxi for them to come and fix as advised by our usual person that does the service, they have advised we have to wait 5+ days before they even look at the boiler, despite us emphasising that we're on the priority services list due to having a 2 year old, that was only in hospital with RSV a few months ago. They could not care. We've already had the gas supplier out and they've confirmed that there is no issue with gas supply. So it's down to Baxi we can't bathe and freezing in winter. Update: I contacted Baxi as suggested below to no response. An engineer came out 5 whole days after it broke, we had heating for roughly 24 hours and we woke up to the boiler with the same error code and not working... Update 2: So we rang Baxi to have the boiler fixed, they tried to make us wait another 5 days, which they then managed to do the next day. The engineer saw the job and ended up coming to us the same day, however the boiler hasn't even lasted 24 hours this time before displaying the same error code. Warning to anyone considering getting a Baxi, don't bother!

Baxi is an absolute disgrace of a company. My boiler broke down over two weeks ago — still under extended warranty — and it took 10 days just to get an engineer. He admitted it’s a common issue with these boilers and said he needed to order a new part. I told him we have two babies at home (6 months and 1 year old) and needed it fixed urgently. After waiting 10 more days, I found out no part was ever ordered. Another engineer came later, still without all the parts, and did a temporary fix. One week later — boiler broke again. They booked another visit 4 days later, then cancelled on the day and rebooked 3 days after that. I’ve had enough. I refused to wait any longer and decided to get it fixed privately at my own expense. Baxi’s customer service is beyond useless — no care, no urgency, no communication. I will never use Baxi again, and I’ll make sure everyone I know stays far away from this brand.

Non existent customer service ! Our thermostat stopped working over a month ago so our heating wouldn't work just as the weather gets cold now, had 3 days wasted waiting for an engineer to turn up (all 3 times no show), first time had text messages to say on his way followed by now arrived & a call to say someone forgot to order the parts, second time same story only I didn't get any messages or any calls this time & 3rd time same story, parts not arrived & they tell me this nearly 5pm so in total wasted 3 days waiting all day for them with no communication as well as lying to me ! Now over a month, in that time I could of got someone else, so back to square 1 now & at this rate don't even know if I can get someone to sort this issue before Christmas, I've been well & truly played by Baxi ! My advice is to avoid this company!!! Disgrace!

I would not recommend Baxi. Extortionate repair costs £357 for a one off repair one hour spent onsite, A replaced valve. The CEO escalation response on cost “this charge is considered to be in line with standard industry costs.” The warranty will only cover for short period and as our issue is an intermittent failure, likely to fail outside warranty. Baxi claimed our engineer swapped out a shipped part with Megaflo to fit an Incorrect valve instead. They push blame of unit failure to the customer. Customer service non existent zero response despite numerous follow ups. Escalation team for CEO also poor, their first response was their “full and final response”. A company with little integrity from my experience. Recommend not purchasing Megaflo or using Baxi engineers.