The Boiler Company Reviews 657

Great experience, was able to help out when needed

They were very helpful in helping me with my issues. Great communication and service! Recommend to all.

I am hoping this review will increase public awareness and protect people from misleading information and excessive charges.

Registered as “UK Boiler Company Ltd” (42 Dingwall Road, Croydon, Surrey, CR0 2NE
No: 09078640) operates under many alias names or covers.

Its ex-director, Mr Habibur Rahman, is currently the ONLY engineer of the company with Gas Safe registration. The company sub-contracts (or sub-sub-contracts) local engineers and adds a considerable commission on the charges.

Alias 1: The Boiler Company: Behind its glassy pictures and after a few clicks on its small prints, you will see the real name and address of the same company mentioned above. Check their jaw-droppingly long and comprehensive service exclusion list. For example even resetting the boiler temperature is excluded from the services offered under their boiler cover.

Alias 2: Smart Plan: Note, all links are “under construction”. The company does not have an online payment system. They prefer to communicate on the phone including obtaining credit card numbers and other personal information.

Alias 3: Boiler Help Line: It uses the logos of renowned boiler manufacturers on top of the webpage, whilst keeping the company’s name in small prints in the bottom of the page – This company has NOTHING to do Vaillant or Worcester Bosch, Baxi etc.

Example of Service Costs and Waiting Time:

They charge a non-refundable £135 for the “call out and diagnostic” of which NOT A PENNY is for the actual repair cost. I found several complaints about this misleading £135 charge on the internet. If the customers decide to carry on with the job they will have to make much bigger payments in advance. In my case, they asked for £444. After weeks of waiting, I called a Vaillant engineer who fixed the boiler in 30 minutes at a total cost of £285.

General advice: Beware of fake and glassy online pictures and make sure the company is really what it pretends to be. Do not pay on the phone as you will never know the terms and conditions (small prints). “Exclusion Terms” are far more important than what is included in a pre-paid service. Reputable companies and manufacturers are reliable and can even be cheaper.

The provided web links are correct at the time of posting this review (22 April 2022) . All the information has been obtained from the public domain available on the Government- approved sites.

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19 May 2022: See an other trick from the same company, claiming they cannot find my account despite having my name and surname and after charing £135 to my credit card !?! Note that the £135 misleading charge is repeated in the negative feedbacks posted by other customers.

I booked and paid for a guaranteed repair and was told someone would be out in 48 hours. I had already had plumbers look at my boiler and told the rep when I booked that I don’t need a diagnosis of the problem as I have already been told 2 parts, the PRV and expansion vessel need replacing. I explicitly said if the boiler was deemed beyond repair I didn’t want to pay the £135 diagnostic cost. When the engineer called to schedule my guaranteed repair, they said they were really busy and so it would take longer than 48 hours. When the engineer arrived he said the job was only booked for a service and he wasn’t carrying any boiler parts with him. I called the boiler company and they said it was a mix up and they would rebook another time for the full repair. As the engineer left my house he said I was right, it was repairable and those 2 parts should fix it (but he hadn’t been booked for a full repair).

I called the boiler company to cancel as soon as the engineer left as I’d already taken half a day off work and had lost trust in them. They refused and said they would reschedule, and then the call was disconnected. I called back straight away saying I wanted to cancel with a full refund and was then told that the engineer’s report now said the boiler was beyond repair and they would refund some money but retain the £135 diagnostic fee. I complained and said I wanted a full refund. I spoke to someone from customer services the next day who said the report actually said something like a flue needed replacing and that was in their exclusions so they couldn’t do the job. I asked for the call recordings to be pulled as I had stated I did not want to pay for a diagnostic if deemed unrepairable upfront, and an official complaint logged as I had received conflicting advice from different people at their company and just wanted a full refund. The rep said no workman would change the 2 parts and fix it without needing to replace the flue.

I had Worcester Bosch round the next day (who are actually cheaper) and they changed the PRV and expansion vessel (said no need to touch the flue). My boiler has been working perfectly since and I have told the boiler company this several times via email. I have in the last 2 weeks or so sent 5 emails and called the boiler company at least 3 times to chase my full refund and have been assured a manager will call me back. I have not been contacted at all and have not received a copy of their complaints procedure or any external regulators to escalate to as I requested.
Very unhappy with the whole experience - have never had a company ignore several complaints before. Unprofessional to say the least!

UPDATE
I can see the company has replied below asking me me to send them an email! I have sent yet another email to that same address just now but as I stated in my original review above, having had no response to the last 5 emails that went to that same email address over 6 weeks ago and 3 phone calls, I’m not holding my breath! Will update this if I ever hear anything back.

Spoke to Rhys today.

Let him know about issue with my central heating.

Very happy with outcome (same day fix + service) and good customer service.

Five stars!

Have taken out policy with the boiler company was very easy to sign up and organise a callout.

My 83 year old mum left to freeze!. She has a service contract which includes regular annual service, call out, parts and labour etc, the boiler central heating quit so she called the boiler company to send and engineer who called and had a look and left, no written diagnosis, no call back. Mum rang them a few days later to ask the if the engineer would call to let her know the problem and when it would be fixed, a week went by NOTHING!. I have had to 2 days off work to have my engineer sort a relatively easy fix ( Diverter valve ) ..... Sorry guys I work as a premisses manager so I procure many service contracts in my place of work, if I'd had the service you'd provided you'd be gone which incidentally is going to happen at the weekend when I cancel my mums Direct debit.

Dave

Had first service of my heating today and the engineer was very freindly would recommend thanks Daryl

Booked repair, engineer came in mask was very respectful. Sorted issue in 20 minutes

Very very misleading. I thought I had contacted Worcester Bosch. The Worcester Bosch logo is splattered all over the Boiler Helpline website. I thought some thing was fishy when the terms and conditions were read over the phone extremely quickly and the guy on the phone didn't give me time to breathe. When I put the phone down I was going call and cancel but they called me. I asked if they were Worcester Bosch and they said they work along side them but they weren't Worcester Bosch. I asked for a cancellation and I was told that there would be a £100 administration fee. They had got me. The two calls were less than 5 minutes apart. The website says "If you would like to cancel your appointment after you have booked it you need to contact us as soon as you are able to." So I did. They didn't charge me £100 pounds for the cancellation they charged me £135. I was being charge for the express service apparently. I didn't ask for the express service at any time during the call. This is why they charged me. So before you book them take a deep breath and look elsewhere.

Have been a customer for 3 years. Services have always been completed when they have told me that someone will come to my house. My boiler broke and they fixed quickly

Apalling service! Have left my 80 year old mother who suffers with Alzheimers without heat for two weeks. There is zero communication between their engineers and call centre. Confirmed the issue was resolved when the engineer didn't turn up and that was after a weeks delay. They also lied about the reason the engineer didn't turn up as they had not sent a job authorisation to the contractor. Lies, lies and lame apologies and when you ask to speak to a manager they are not there and the option is to send an email.

In response to the lame justification below: Your staff apparently can't leave a message on an active voicemail service? Perhaps they need some guidance from their manager - if they are ever in the office as customers can't speak to them. Also I phoned on Monday 7th and was told the job was complete when actually you had not authorised the call to your contractor and he had not attended at all as he would not be paid. Eric then attempted to cover that up by lying and saying it was the contracting engineers mistake. He then provided me with the engineers mobile no - probably a breach of GDPR regulations - another training need for the absent manager maybe? When I spoke to the engineer he actually told me the truth that it was the incompetence of your staff and processes and he had received no authority to do the job!

Took out cover for heating was cheaper than British gas.

The only part of their service which was in any way efficient was the extraction of £375 from my credit card. The promised calls "within a few minutes" to inform me of the time an engineer would call never came. Three phone calls from me over 24 hours were needed to remind them that they had promised me a repair within 48 hours and eventually resulted in a call from an engineer. He came, ordered the necessary parts, phoned when they arrived (3 days later - 'special order') and fitted them 3 hours after that. He was great. The Boiler company entirely poor. They give the impression that the have an "engineering department" when in fact they have people phoning local heating engineers hoping one of them can be available to solve their problem. In effect just an expensive intermediary. Not impressed.

DO NOT USE The Boiler Company

Utility Switchboard. Company Number 12511761
Sold me a break down policy for my boiler whist I was on the phone swapping my energy provider with them.
The policy they sold me was with
The Boiler Company, advertised as one of Utility Swithboard partners, when infact it is owned by the same two men who own Utility Swithboard
At no point did they mention that fact in their IDD

The boiler Company UK LTD Company number 09078640
On The Boiler Company stationary which is used to harass customers, they fail to even put the correct Company Number using this one 1251176 similar to Utility Switchboard but missing the number 1
These two bully boys are rude and obnoxious when you phone their customer service. They send text after text and letter after letter hounding you even though you have phoned up prior to your payment being over due, to cancel your policy. They constantly contradict their selves, moving the goal posts. They pray on the vulnerable, hounding and threatening you with court orders even though I have phoned them multiple times. I was sold  The Boiler Company's service plan by Utility Switchboard which so happens to be owned by the same two men who also own two other company's advertise as partners on Utility Switchboard these are *Appliance breakdown Appliance sure.com Company Number 12117358 They have not updated their website and it still show their old address 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ *Smart plan. smart-plan.com not registered with company house although on Utility Switchboard they advertise  Smart plan with the company number 09078640 which is the same company number as The Boiler Company smart plan website is apparently under construction so there is just a number to phone.

On Utility Switchboard website at HISTORY this is what they state:

Utility Switchboard was founded in March 2020 in the midst of the COVID-19 lockdown. We saw the sheer number of customers that were struggling to pay their utility bills, getting into debt that they couldn't afford and thought we needed to do something about it.

All these company's including one called Boiler safe UK Company number 11302584 which is not advertised on Utility Switchboard or anywhere else that I can see, are run from the same office: 2nd Floor Melrose House, 42 Dingwall Road, Croydon, Surrey CR0 2NE The irony that they are on  "Trustpilot"

Utliity Switchboard is used to sell their other companys policys. The Boiler Company being the one sold to me by cold calling
Utility Switchboard is by no means transparent, and they are not treating customers fairly

Utility Swithboard state that they may get commision from their Partners. At no point or any where on their Website do they tell their customers that three of the companys advertised on their website are owned by the same people who own Utility Swithboard.
So they are not giving you the best deals they are flogging their own expensive policys.
UPDATE
They have not tried to get in touch with me at all, What they have done since I emailed them is send more letters about taking me to court. They have not responded to the email I did send them, but have put the correct Company House number on their stationary after I pointed it out they would be liable for a fine. So they have read my email but continue to send letters threatening court even though I cancelled my policy well before the next payment was due, like they stated originally to me.

The engineer was clean, tidy and quick. Explained what he was doing and gave me helpful info for going forward with my boiler. Thanks Dan

My boiler broke down and I got through to the boiler company. They booked me in for a fixed price repair for only £325 which covers literally everything!

Engineer attended within 24 hours and fixed my boiler.

A big thank you to the Boiler Company!

Couldn’t be any happier

I have been using the boiler company for many years. However they have not been out to service my boiler for a couple of years so i phoned them and asked for them to do a service which they did. A couple of weeks later the boiler stopped working so I tried to reset it on two occasions but it didn't work. I then called the company to come and repair it .They asked me to pay £65 as a returnable deposit which I was reluctant to do. They said it was necessary to make sure I was in when the plumber arrived. They sent out a plumber who repaired the boiler and said there was a blockage which he had to clear. A week or so later I asked for a refund of my deposit which they said they would do ,but it didn't happen. I phoned a couple of weeks later to ask for the refund and was told the refund was not due as the boiler only needed resetting (which I had tried to do). No-one told me the refund wasn't due until I rang up. I have paid approximately £465 for a boiler service that didn't work and will be using a local plumber to service my boiler now.

Great team, great service.