WarmZilla Avis 1 997

**UPDATE: We have managed to have a visit by an engineer (arranged within days) to connect up Opentherm and it is all working well. Considering this and the previous issue where the sub-contractor didn't do the job to my expectations, and the fact that the sub-contractor misled myself and the Warmzilla customer service - I will keep the rating at 3 stars. I do have faith that Warmzilla will improve on their Opentherm installations and hopefully sub-contractors tarnishing their reputation will not be used again. The only thing that I am waiting for is the boiler warranty documents - I hope to receive them soon. **

**EDIT: Rhys is looking to get this rectified and the errors are being rectified. Rhys's response is really encouraging and they seem really keen to fix the issues. I have revised the star rating since. The issues of the customer service knowledge has been refreshed, so this shouldn't happen again. **

I ordered a Veissmann 100W Combi to take advantage of the 12 year warranty along with the great reviews. I have my own smart controls that are Opentherm compatible (previous boiler wired up for opentherm), so I selected reconnect the thermostat in the ordering process.
Warmzilla were initially very helpful and proactive. Although the installation date had to be moved, it wasn't too big of an issue for me.

On installation day, a third party contractor showed up and I explained at the time that I want to retain Opentherm connections to the boiler.

At the end of the install, the engineer was packing up and didn't mention the connections until I asked if Opentherm was operating. He responded that he couldn't do it, and to my surprise didn't even know what open therm does. He made up some story about a special connection, but it turns out they just needed a £1 cable to connect it all up to the two terminals on the thermostat and the boiler. The engineer left, with the boiler in on/off configuration.

I noticed that the engineer had thrown a load of rubbish to obscure areas of the attic space and failed to reconnect the loft ladder. There was also a scattering of suitcase thrown across the place - the least of my issues.

I reported the issue to Warmzilla, but the response has been so slow. It had taken a week to contact the installer to only receive some made up story that the thermostat is not opentherm compatible from the installer- despite being connected to it before. I've also received false information from Warmzilla about veissmann claiming that the maximum efficiency of the boiler can be achieved in on/off configuration - Just google 'Veissmann Opentherm' and they have a web page devoted to the benefits in increased efficiency.

I am now getting frustrated that the company is not offering a solution to the issue. It's an easy fix, probably 20 minutes work with a £1 cable.

So far, I have rejected to release the interest free finance to Warmzilla and will continue to do so until this is resolved and the 12 year boiler warranty is registered.

They need to improve their customer service response time and test their installers. iheat, heatable etc has plenty of information about opentherm and the benefits, I am regretting my decision to go with warmzilla. The one star is down to both the installer and warmzilla trying to mislead me on the benefits of opentherm and poor communications after installation.

Caused more issues than help - the only reason they get 2 stars is because of their customer service response times (shout out to Josh for his persistence)

- Their contractor arrived much later than estimated on the day, with no updates
- Their contractor caused our wiring to smoke and continued to do so despite tripping the electrics several times, we were later told by a serviceman sent by the boiler manufacturer that we were lucky a house fire did not occur
- Their contractor failed to come prepared with basic materials, using our own cement instead
- This first installation left us without heating and a broken boiler despite being brand new. It was left non-functional for eight days as a result of their contractor frying the circuit board of a brand new boiler
- Two repair appointments were arranged by Warmzilla in between the first failed installation and the fix, one where no one turned up so we were left waiting, and another that was cancelled less than 24 hours before.
- Warmzilla claimed we had to take it up with the manufacturer directly as it was under warranty. When the manufacturer sent someone to look, they showed us the fried circuit board (thanks to Warmzilla's contractor) which meant the boiler was not faulty.
- It has taken almost 7 weeks to receive the gas safety certificate and warranty, supposedly a timeline outside of their control

Warmzilla eventually repaired the boiler and after some negotiation received compensation in the form of 11% of the price we paid, but it was so much hassle, back and forth, re-arranging plans/working arrangements after Warmzilla did not stick to their appointment dates.

The only reason there are stars in this review is because the customer service was quick albeit painful and stand-offish at times.

Great service, fast, timely
Great follow up support

Excellent service from getting the quote to fitting .

I was kept informed every step of the way by the warmzilla team from the beginning to the day my boiler was fitted.
Although there was a little hiccup with the scheduled date for the boiler installation, it was worth the wait and the gentleman who came to install the boiler was very polite and professional, cleaned up afterwards and left us in a very good mood. I will definitely use them again and will strongly recommend their products and services😊.

Excellent service provided by this company when installing a new boiler.
Questions were replied to very quickly via emails with Josh.
Excellent communications before and after the install.
Day of install went perfectly, with no issues. Highly recommended.

After contacting worcester bosch fast track for a new boiler. Warmzilla got in touch to arrange installation. Engineer was brilliant, arrived on time and left no mess

Ordered a new oil boiler from WarmZilla. Absolutely great company to deal with. Great communication throughout the process & a brilliant professional job installing the New boiler from Kevin the engineer. 1st class service all round. Would highly recommend WarmZilla if you’re looking for a new Boiler.

Roland went above and beyond on my uk radiator installation. Roland was very thorough in his work ethics, very knowledgeable, and did a fantastic install, thank you very much. I would highly recommend

Good price , fast delivery and professional engineer

I took out a contract with Warmzilla for boiler cover - servicing and repair. I was told I had to wait 2 weeks before my annual boiler service could be done. So, that was fine and understandable. So after 2 weeks I contacted Warmzilla to arrange the boiler service. A date - a Monday - was fixed but the engineer phoned up at nearly 5pm that day to say he could not make it and he would contact me later to get another appointment later that week. By 4pm that Friday NO CALL from the engineer. So I contacted Warmzilla direct. They made lots of excuses basically saying that they employ contractors to do the servicing and repair work, have little control over which jobs such contractors prioritise and contractors would obviously prioritise more lucrative boiler breakdown work. Anyhow I was promised that a new date would be arranged. BUT NO SUCH DATE WAS ARRANGED even a month later. I therefore cancelled the contract. AVOID WARMZILLA FOR BOILER SERVICING!
UPFATE: OK. So a few minutes after my review went live I received a personal phone call from the Operations Director (and also one of the company's founders) of Warmzilla apologising for the service I had received. He also said that the information about contractors deprioritising service work was incorrect and he would follow up internally with the staff members concerned and look at customer service training. He did accept, however, that my experience is true and was a failure in this instance. So. I am grateful the Ops Director himself followed this up and it shows they obviously do care about service. But I cannot deny whst my experience was.

Arrived on time. Very polite and nice to talk to. Knew what he was doing and explained everything. Recommended.

Happy with the service and good communication

Great comunicación with Josh. He found me an appoitment despite this being their busiest period, regularly reminded me of timing and even phoned me back within 10 mins of sending a query.

Everything was quick delivery fast installation fast the engineer guy was simply great very efficient and works tirelessly hard thanks for everything 100%

Failed to turn up for 3 different half day appointments. No notification that this may happen on each occasion. I had to chase up on each occasion. Boiler cabinet left dirty - grubby fingers all over white paint and not put back in place correctly. Wedges of what looks like thick card used to hold in place. Screws not utilised. No comment from service engineer to say it was an issue. No paperwork left or any notification to say it would be emailed. Very unsatisfactory. Unfortunately can't give 0 stars or would have. Customer service very good at saying they're sorry.

Easy contact, quick respond to questions. Lovely customer service and engineer. Whole process was quick and smooth.
Availability to spread the costs with 0% interest.

Josh made this rather complicated experience seem so smooth. He ensured I was kept up to date at all times and communicate with great understanding and timely responses. Juggling between myself, state agent and tenant. 10/10 service Thank you Josh.

Efficient service... friendly and and professional from start to installation...I was made to feel a valued customer.. well done 👍

Had my boiler installed over 17 months ago. Recently had a problem with my remote and was provided excellent Customer Services (Caryl) who sorted my problem over the phone. Plus even followed up next day by Josh.