Vaillant UK Reviews 

Very polite and pleasant engineer 524.
Gave lots of helpful advice regarding our heating system and how to get maximum benefit from it. All very useful as a first time user of gas heating system. Highly recommend

Unlike the other reviews here, which are all positive and in line with what you'd expect from a reputable company like Vaillant, this review unfortunately is far from a positive experience. We will think twice about Vaillant going forward.

As soon as Gary, the engineer arrived he asked us to put our dog away because it is company policy!
Even when my husband put the dog away upstairs he exerted his authority to ask if the door was locked!!!!!
To be clear we do not have a dangerous dog but a socialised friendly Hungarian Viszla.

He then asked what the issue was and then said he can't access the boiler as he needs a ladder. We offered him the step ladder which ALL other engineers in the past have used for annual checks to which he said as per company policy he had to use their own ladder but he did not have one!!!!!!!!!!!

Gary pointed out that he wouldn't have been able to open the builder door/front casing because there were shelves next to it (something which ALL and EVERY engineer to date has done and is able to do and NEVER said anything about the shelves being a hindrance)

So it would seem Gary showed up and used every excuse to NOT do the job he had been assigned and used company policy to justify it. He was in and out in less than 10 minutes!!!!

When my husband asked his name at the end Gary questioned why! I'm surprised frankly he didn't use the "company policy" card to not give us his name.

It is disappointing to see Vaillant being represented by likes of Gary who are happy to quote company policy to serve his purpose to be incompetent and unprofessional.

I bought a brand-new, factory-sealed myVAILLANT connect gateway.
The device has never been powered on.
When trying to add it in the myVAILLANT app I immediately get:
“Home is already connected”
“This home is already connected to another account”
So the serial number of a brand-new sealed unit is already bound to someone else’s account.
(Serial number starts with 21… – I can provide the full number privately to support.)
I contacted support three times. So far only evasive answers or no real help.
The advertised smart home functionality does not work.
Without a working connection the entire heating system (boiler + cylinder) does not deliver what was sold.
I will return the complete system (boiler + hot water cylinder) due to non-conformity with the advertised features and will pursue this through official consumer channels / court if necessary.
Vaillant sells new devices with already occupied serial numbers and then leaves customers without a working solution.
Unacceptable.
Update:
I have a Vaillant hub connected to two applications and two databases. There has been a complete lack of support…I would like to clarify the details of my experience.
I have two separate accounts, each linked to a different Vaillant application.
The older app fails to complete the connection process with the device — it remains stuck indefinitely.
The newer app reports that the device is already in use in another home.
Over a period of two weeks I contacted Vaillant support four times. Two of my messages received only automated replies, while the more detailed and polite ones received no response at all.
As a result, a significant amount of time has been wasted trying to resolve a basic connectivity issue that appears to have been caused by a poorly managed software update. The lack of meaningful customer support has made the situation considerably more frustrating.

Good Afternoon all reading this.
I would like to share my outstanding experience with Valliant aftercare. I've purchased my boiler in 2023 didn't have any problems...until now. Today in the morning I've lost water pressure. After topping it up it stayed for 30 min and then dropped below accepted parameters and shutting boiler down. After identifying the problem I've contacted Valliant by phone. The most professional; politest lady informed me that engineer will be with me in next 2h.
Honestly I was extremely positively surprised . An hour and bits I've received phone call from engineer , That he's on his way (that left me gobsmacked ) . Another professional. Problem pinpointed,repaired, system checked everything sorted.
I've never had better experience with aftercare. Thank you Lewis (710) and the Lady that answered my initial phone call. And thank you Valliant for being on the top of your game.
Just outstanding. I'll wish all the companies and employees had the same approach to it's customers.
Once again thank you.
Kindest regards Radek Coventry

I phoned about the boiler this morning and it was fixed by 2.30pm.
Engineer phoned to say he was 30 minutes away. He came on time, was courteous and positive and got the hot water working again. He told me he was able to pick up the spare part that was needed for the repair on the way so he was able to do the job in one visit.

10/10 excellent

Great boiler

#567

Fantastic service from Mark. Polite and couldn’t do enough. Would highly recommend

Appointment made quickly for the next day.
Andy rang ahead to give an arrival time which was helpful.
Problem diagnosed and explained well.
Fixed and given advice for future.
Andy was very polite, friendly and most of all, helpful.

Very friendly and patient service (from engineer #567) , lots of information and effort put in with attention to things that could save us trouble in future.

Had a problem with our boiler. The engineer, #252 was fantastic… charming, helpful and incredibly professional.
Thank you

had my vaillant boiler repaired yesterday by Ben151.
he explained the fault he found and the steps he was taking clearly to me and acted in a very professional manner.

Our combi boiler (Vaillant ecotec pro 35) suffered a number of under warranty CO sensor failures which required multiple visits from Vaillant engineers to sort out the problem. The need for repeated visits became an irritation so I upscaled by concerns with Vaillant and requested a permanent solution to the problem. Within a week of my complaint a visit from a senior engineer was arranged with a view to the replacing the boiler. This was agreed and one week later the engineers fitted the new boiler free of charge.
Though I was frustrated with the CO sensor failures I am impressed with both Vaillant customer services and engineers who treated our case promptly and efficiently. Within two weeks of my original email I now have a new Vaillant boiler. If only all companies acted so empathetically and promptly!

Gary is the Vaillant engineer who covers our area. He's a nice guy and knows his stuff so does any repairs or servicing needed efficiently and effectively.

Everything repaired in next to no time. Very satisfied with the service Valiant provided.

Reported a problem at approximately 8:30am and was notified that Josh, an engineer, would be with us during the day. He arrived at 2:15pm and sorted everything out within an hour. Excellent service from the engineer and indeed Vaillant as a whole. Would definitely recommend the company, their products and their service.

I have a three year old Vaillant ecoTEC plus 637 that is under warranty. When you ring Vaillant to get a repair they make it as difficult as possible to actually get someone out. Apparently there has to be a guaranteed parking space within 100 yards of the property and it has to be available when they turn up (all day appointment by the way) otherwise they will charge you £99 for a failed appointment. I live in central London, there are parking spaces everywhere but apparently Vaillant are unable to drive around and find one like everyone else. They also have to physically see the boiler comissioning checklist and service record, photo or scan is not good enough.
As I can't gurantee there will be a free parking space within 100 yards at the time of arrival I have had to pay for a gas engineer to attend and repair even though the boiler is under warranty. WHAT A SCAM

Good tutors - interesting and engaging atmosphere. 🛠️👍

Very poor indeed. New boiler fitted in 2023 repair required last year .still under warranty so Vaillant Engineer attended drained the system and left tenants with no heating or hot water in mid winter. Failed to return when agreed forcing me to employ local plumber to do repair. A ridiculous excuse about the PH being wrong when the system had been drained was later withdrawn as a “mistake”By this time tenants have moved to a hotel.
Vaillant offered a paltry £100 off the £400 bill hiding behind restrictive terms of the warranty. All reported to the CEO who failed to correct his colleagues failings.
The boiler has just failed again and this time it’s beyond repair- a leaking weld on the heat exchanger. The local plumber will now have nothing to do with Vaillant citing poor reliability and warranty difficulties on numerous occasions. Having to get a new boiler which definitely won’t be a Vaillant.
I would strongly advise anyone considering a boiler installation not to consider a Vaillant.
In contrast at another property we have 2 Ideal Standard Classics which are now 23 years old - they have required minimal repairs are far more robust-the parts are cheap and readily available. Any theoretical “efficiency” associated with Vaillant products is more than outweighed by their terrible unreliability and failure to stand by their brand.
PS Vaillant have just emailed me confirming that I accepted the £100 offer they made last year in full and final settlement - as if that changes anything. At the time I explained in writing that I was only accepting this derisory offer because I had no alternative. Unfortunately this response from Vaillant confirms a consistent refusal to actually engage on the real issue.. I stand by every word of the review and you will note that most of my Trustpilot reviews are positive.

The engineers arrived on time, understood the problem and were able to resolve it on site. They were v helpful and explained the issues to us clearly. They liaised with the system fitters too.
Excellent service
Thank you