Vaillant Group UK Limited

Very poor and disappointing service from Vaillant UK. I had prepaid for an annual boiler service and booked an appointment for 8:00 AM today. The engineer arrived, looked briefly at the location of the boiler in the attic and immediately refused to carry out the service, claiming there was “not enough space.” He made no real effort to inspect the appliance and left after about one minute. This is despite the fact that Vaillant originally installed the boiler in that exact location and it has been serviced there before without any problems. The access conditions have not changed. Before the visit, the only instruction I received was: “Please ensure there is easy access to the appliance.” This was fully complied with. I was never informed of any specific space requirements or warned that the service could be refused. There was also no mention of any call-out or abortive visit charge. To make matters worse, the engineer was rude and unprofessional, and seemed more concerned with getting his parking paid than with attempting to do the job. Vaillant now wants to keep a £45 “call-out fee” even though no service was provided and no such charge was disclosed in advance. This is completely unreasonable. Terrible customer service and a complete waste of time. I would not recommend relying on Vaillant for servicing.

Extremely poor service in every respect. Utterly chaotic organisation. No confirmation of orders or receipts sent for expensive parts ordered. Misinformation given about delivery of parts. No-one in customer service or sales or spares even make a record or know which courier service they use to send parts. Calls are promised to notify of deliveries-not forthcoming. Engineer appointments are booked and expected timings broken.

Boiler under warrenty but because we bought the house with no logbook given by previous owner and have no proof of service they won't honour the warrenty. Typical company hiding behind the T&Cs to make sure you can't claim for failure of their product. Quick to respond to complaint and apologetic on the phone but doesn't fix the issue.

I am also having problems this is the second time Vaillant has left me for over a month without heat and hot water because of missing parts. In this instance Engineer has been out three times still failed to get the heat pump up and running now waiting for parts which they do not get back to me stating when these parts will be back in stock and when an engineer will return system went down on the 19th of January and we now have the 22nd of January all I get is an E-Mail saying we will get back to you

I think customers have to record what is happening so prove what's going on, as Vaillant manufacturer company does not know. My mother has family who are solicitors, and I am studying law too. Then Smith & Byford wrote a letter saying they were trying to contact my mother to fix her boiler. The lady today Wednesday 17th April 2024 from Smith & Byford came out to check the boiler repair and I showed her my mother's paperwork to prove the Vaillant manufacturer staff came out and fixed the boiler, the lady from Smith & Byford took the sliver piping that belongs to my mother's boiler and the paperwork that the Vaillant manufacturer staff left for my mother. I am happy I have a copy on my phone off the Vaillant paperwork that the Vaillant staff gave my mother, and in the future I will photocopy every paperwork. Thank God above everything is sorted. I am just happy everything is sorted out. But my mother does prefer Swailie Heating because she had no problems like this. My mother lives in residential, with different illnesses that are not curable, so she does not need problems., when the lady from Smith & Byford contacted Vaillant manufacturer company to come and fix my mother's boiler and ordered a new part for it. This is what happens when people get their wires crossed. New update My Mother's boiler did have something wrong with it, as it needs a new part inside and Smith & Byford are sorting it, one saying yes you can see it leaking from the boiler and another staff member saying no leaking. The work lady also said it is condensation even though my mother has humdinger. I will just open my mother's windows much more in the winter time and throughout the year. Anyway the Vaillant manufacturer staff came out to fix my mother's boiler with a new part and now no leaking water today Wednesday, thank you much appreciated. The survey staff is coming out to check everything is ok. All sorted thank you much appreciated, my mother is happy the hot water and heating is back on. But she prefers a separate boiler for gas and electricity like before, but her Clarion Housing Association pushed her to change.