Nuaire Reviews 50

I have to agree with others. Customer service is very poor. Had a simple question and got hung up on. Terrible.

Brilliant customer services.
I’ve had my drimaster eco heat for 6years and 11months and it had broken down a few months ago but I thought it was already out of warranty so I got an electrician around to check it all before then asking nuaire if I could replace the required parts, they checked the warranty and turns out I had under one month left still. They sent me a paid for returns label and I sent the whole unit back and within days they had tested it, confirmed it was faulty and sent out a brand new whole unit. So happy I now have my fan working again as the condensation and mould were getting so bad again. I half expected them to wiggle out of replacing so late into the warranty but that was never even considered they were brilliant

Terrible customer service/sales. Extremely rude unhelpful staff. Condesending to me yet all I wanted was information on which system I should buy! Has put me off buying from this company altogether as I really don't want to pay towards his wages! Such a shame if the rest of the staff are decent.

The MRXBOXAB-ECO2 unit, though initially promising, falls short due to a critical design flaw that severely impacts its durability and repair costs. A month after the warranty expired, one of the fans malfunctioned. To repair this, I had to replace the fan motor at a cost that nearly equaled half of the unit's price.

The most frustrating aspect of this design flaw is the placement of the PCB board directly beneath the wet heat exchanger, making it prone to water exposure. Subsequently, the PCB board got wet and started tripping the fuse box, rendering the unit inoperable. It's baffling to consider why such sensitive electronics are poorly protected and located in such a vulnerable spot.

Very bad customer service.
I had something missing which were cable ties. They made such a big issue over something small.
I feel customer service needs to be their focus point. Appalling!!!

What wonderful customer service! Christian talked me through all the different products that would suit my needs and explained everything super clearly. Incredibly helpful in getting all the right details so I could make an informed purchase. Thanks so much

It is difficult to tell what is worse, the Nuaire products or their customer service.

It has been more than 30 days (and we have paid hundreds of pounds on callout charges) since we raised a complaint to Nuaire about the faulty fan unit and, at this pace, I do not have a solution in sight for another 30 days:

- We contacted Nuaire because of supply fan fault issue on the unit
- Paid engineer for callout charges to come and inspect the unit
- Took Nuaire a week to share details of address to sent the fans back to
- Took Nuaire 2 weeks to send the new fans back
- One of the two "new" fans sent had a manufacturing issue and is coming apart. The engineer mentioned this fan cannot be installed and needs to be sent back
- We paid callout charge for engineer to come and install "new" fans which haven't been installed yet

Cannot imagine how can they send new fans without testing?

Such apathetic attitude and unprofessional service is totally unjustified. I will send a message to Countryside (developer of my property) requesting them to consider other/more professional company going forward.

My wife is pregnant and she has been pleading them to send a new working fan (ideally, would expect them to reimburse for the callout charges as well)

Don't know what is more frustrating, having to pay for installation of non-functioning fans, or lack of response for days...

Had one of these more than 2 years now concerned that cold air from the loft will nullify the effects of loft insulation. I have now fitted a means of switching off the device to maintain a reasonable temperature during cold weather. I now need to determine the best times for effective operation?

I used the Flatmaster 2000R for over 2 years now and I'm still very pleased with the purchase.

After changing the filter I accidentally displaced the deflector and contacted customer support as the fan was producing excessive noise. I had a quick conversation with James from customer service who assisted me on how to fix the issue. Thank you James!

Really bad service. Both motors have gone in our unit which is under parts warrenty. Nuaire are unable to assist in ANY way because their internal systems are down & have been down for 5 weeks (with no timeframe for these to be back up and running). 4-6 week lead time on confirmation of when motors can be delivered.

Absolute joke, avoid at all costs! They do not put the customer first and do keep pawning you off with excuses!

Bad organisation with terrible processes that do not protect the customer.

Wonderful customer service - I believed I had an issue with my box, and James (Thomas) couldn't be more helpful in helping me to rectify. He provided me with the name of engineers and even talked me through the technical aspects so that i'd be clued up. Really nice to see in this modern world!

My PIV started making funny noises so i emailed them, they replied asking for a video, which i sent to them but they never bothered to reply again, disappointing after service

A totally inadequate piece of equipment. Absolutely awful. The hole in my landing ceiling lets constant draft in. This in turn is costing me more in heating bills, as all the warmth is going up into the loft space via the vent (hole) Condensation still appears on some windows in very cold weather. Why would anyone want to heat their home for it all to end up in the loft space? Sadly this was installed before we moved in. Eventually, we will get it removed and repair the landing ceiling.

This machine definitely reduces humidity but the heater is not noticable cold air still blowing so we disconnected the heater and run on setting 2 it's working for us but buying the heated version was a waste of money

I give this one star because the heater is completely ineffective cold air is blowing down into the hall but it does a good job in lowering the humidity but we have to turn up the heating to compensate , in hindsight we should of bought the cheaper unheated model as the heater is so useless we have it permanently turned off.

Had full MVHR designed by Nuaire for new Build. After instalation the system could not achieve required design flow rates with out exceeding building regulations noise rate. Nuaire just said turn it down or shut the doors.
Had to turn down but only achieving 1/3 design flow rates.
What is the point of having a design that cannot be achieved.

Would not recommend.

I bought a flat with a faulty (supposed to be brand new) Nuaire ventilation system. Not only I had to pay for the engineer's visit in advance who would only change the faulty parts, but he appeared out of the blue. He waited for 22mins. When he found me, he said I don't have time now, will come another time, leaving me with a charge and nothing fixed. I do need to re-pay for another visit. The worse ever experience.

The customer service at this company is superb.
The unit works well - we just needed a replacement fan after a few years. It was still under warranty and they replaced it immediately with zero fuss. They aslo advised on other aspects of maintenance and were just really helpful. Very impressive.

I've been a customer of nuaire for 20+ years: Flat 2000, Drimaster and several Genie-x. All these product have been first class for a long time, except the Genie-x seems to have gone all wrong. I have a pile of 3 useless ones, exclusively down to the control units. These fail and in the past one could just order a replacement, but - perhaps - there is some sort of backward incompatibility problem and/or they're not as good as they used to be. I should also add that I purchased a new complete unit and this doesn't work either. Nuaire technical help were very unhelpful and pretty dismissive, so things are going wrong at nuaire.

We purchased a Nuaire Drimaster Heat last summer as a last resort after trying every other way to stop condensation in our bungalow. It has been lifechanging.
For three years we had windows running with condensation whenever the outside temperature fell below 7 degrees centigrade.
Have just had the coldest week for the last ten years and even at minus 6 degrees outside we have not had a single spot of condensation anywhere.
The bedroom window which was always the worst remained bone dry. No more mopping up every morning.
We installed it ourselves and for anyone with a bit of DIY experience it's a days work.
Had fun and games getting the extra controls set up, especially the humidistat, but the guys at base are very good and talked me through it over a couple of phone calls. Personally if buying again we would skip the humidistat and CO2 controls and only have the booster switch.
If doing it yourself one tip I would give is to spend a little extra on cable and put the switch inside the house rather than in the loft. If resetting the device you need to switch the power off so at present I have to switch off the whole circuit at the fuse box so when the weather warms up I'm off into the loft to correct that.