The Boiler Company Avis 

Would give negative stars if I could.
Two weeks after so called fix of mother’s boiler it failed again. Another two nights with no heating or hot water before an engineer called. Spent 30 mins getting boiler going and 1 hr later it failed again.
Wasn’t interested in fault history either.
Didn’t even look for what was causing the fault.
Just because it’s winter they assume it is a condenser pipe block that causes ignition lockout. Another cold night with no hot water passes.
New engineer called next day and doesn’t know boiler but because he can’t force a reset assumes boiler PCB is at fault.
The Boiler Company say the don’t cover it. So what was my Mum paying monthly for!
Would not advise anyone to sign with TBC, especially since their website has now gone.

Rang to claim when boiler broke, Given different information as to what my policy covered depending on who I spoke to. Was told there was no callout fee, then there was! I Managed to get a local company to come out for free and fix the boiler for less than the callout fee from the boiler company!
Cancelled policy and they are still trying to get me to pay for it despite never using the service.

Very Unhappy with TBC.
Called early morning to report fault with boiler having already had the annual service three months prior.
Told them it was an elderly frail 96 lady who needs to be kept warm. TBC advised an engineer wouldnt be able to come until following day, in the afternoon.
Following day, in the early evening the engineer phoned to say he couldnt come till next day. They left this elderly frail lady without heat or hot water for over 48 hours!

I had my boiler put in and serviced expertly by the Boiler company. Later I had a free boiler service through SSE airtricity. Thankfully today my boiler was serviced by Ciaran once again. It made a huge difference to someone suffering with anxiety that he took time to explain the minor plumbing difficulties we were experiencing. He always goes above the average with kindness and expertise

Engineer fixed leak on radiator and performed good boiler checkup

Fantastic service time due 9-1. Came 9.02 30min later he was finished and gone.

The engineer was very punctual and knowledgeable. Very efficient and can't fault his work.

The plumber did a good job, and I was very happy

Amazing company! After a bad experience with Scottish Power, we were recommended The Boiler Company by a family member.

We noticed our boiler wasn’t working one morning and made our claim. Very friendly call handler called Max, he had an engineer sent out before lunchtime, the boiler issue was diagnosed and parts were ordered right away and our boiler was fixed the next morning. The engineer from Glasgow was very friendly and gave us the reassurance that our boiler was safe and we didn’t need a new boiler as we aren’t in any financial position to replace it now.

I’m glad we had our boiler covered and serviced with The Boiler Company because it would’ve been a costly repair if we had to do it ourselves.

I’d encourage everyone to have a service & breakdown package with The Boiler Company. Keep up the good work TBC.

Easy process joining, very helpful team and polite engineer

Max provided me with a brilliant customer service he told me not to panic and immediately sent over an engineer to my property.

Excellent! 👍

Great and fast service.

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.

*****************
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