Vaillant GmbH Arvostelua 

i have a valliant boiler ( Eco Tec plus 624) , this boiler keeps having a flow switch fault , roughly every two years , i have just spent forty minutes trying to get through to customer services , still no joy , its - 3 degrees outside we have no heating or hot water , i will never buy from this company again.

Had an engineer attending for annual maintenance. Boiler worked perfectly, but the guy left the boiler with 0 pressure, no heating, no hot water. Impossible to reach the company after that. We had to call another company to get advice on how to fix the problem. Avoid Vaillant!!!

Worst company I’ve ever dealt with spent over 1 hour on hold only to be told my boiler was not registered which is was After another 15 mins on hold they finally found my details I have no hot water or heating a baby In the house and my elderly mother who is now living with us only to be told that the next available appointment is in three days. First time I have tried to use the warranty.
Really poor customer service all round from. Start to finish

Worst boilers ever … no heat at all.. EcoTec plus 415 million … a lot of issues

Keep being passed from pillar to post , spoke to two advisors and on hold again after 45 mins still no further forward …..

A Villaint engineer, Terry Ross, has just serviced my boiler and was incredibly helpful. Thank you

Juliet Kerridge

We had a valiant boiler fitted in August the company invictus supplied and fitted it,they were excellent service was amazing, would highly recommend them.

Found fault on boiler late Monday evening. Reported fault through their online system. Received phone call Tuesday approx 8am from - Maxine - customer services and answered relevant questions. She was able to arrange repair under the guarantee and an engineer visit that morning - boiler fixed by approx 10am.
Excellent service can't fault it ar all.
Vin Murphy

Do not pay for the care plan scam Vaillant operate. They take £350 from you and promise repairs upto £1500. However when the engineer finally visits he simply refuses to touch the boiler in name of any number of reasons - mine was insufficient ground clearance (I have 25 cm clearance). Private boiler repairmen/plumbers have never said this to me. My fault trying to get the product maker to repair their product. Its a scam - cancelled their repair plan within 14 days else may have had nighmares collecting my money back.
To top it all up, the engineer's approach was so unprofessional - stands in a distance with a dont care at all smirk refusing to lift a finger. He wont make any suggestion, provide alternative etc . Its as if he is prepared and fully habituated in this drill of "i wont repair"

After chasing my due refund for weeks from Vaillant and being kept hanging on the phone for 58 minutes, I now can see that they are charging an extra 65p per minute for calling Vaillant service. This is obviously the reason why they want to work so inefficiently.
If you need a service, I would absolutely recommend not to go direct to this company. All I have experienced is lack of knowledge, false promises, and now these premium rate calls. It could not be worse. I can’t imagine how they can continue to get away with it.

One of the worst company I ever dealt with.
1. Repair time 28 days.
2. 3 visits from their unprofessional ill-mannered engineers.
3. Massive communication gap within the company.
4. Not regulated by any governing body.
5. Kept promising and giving false hopes.
6. No shows when promised the visit by engineer.
and a lot more.........
DO NOT USE THIS COMPANY OR BE READY FOR A LONG JOURNEY OF UNSOLVED COMPLAINTS.
Shameless creatures

My Erelax termostat fell down from the table for the first time and iz was unrepairable. It cost 300 Eur. Vaillant did not want to accept the garantee. The worst quality ever for the expensive price. I will never buy anything from Vaillant again.

I have an EcoTEC Plus 832 combi, which developed a leak. I have it serviced annually and it is under extended warranty.
I have to say my experience was diametrically opposed to the reviews I have read here.
I called the D&G call centre at 8:30 this morning. I got through to an agent within 2 minutes and he was helpful, efficient and updated my contact details, having located my record in no time at all. He informed me that an engineer would be at my house before 18:00 the same day.
The engineer arrived at 12:15 and fixed the problem with an upgraded replacement part within 15 minutes of arriving. He also carried out a full test of the boiler.
This was an extremely satisfactory experience - full marks for an excellent job. Many thanks!

So far been waiting over 1 hour for the second time this week for agents to answer the phone, booked repair Monday for Thursday & still no idea What time of day it will be & it’s now after 6pm Wednesday!! You really must do better Vaillant, we paid enough for you product!!

14th February 2022

Vailiant Model Ecofit Pure 825.
Serial No: 21201500100203891300509252NO
GC Number
XX XX XX
Still under warranty.

Broken 14th February 2022, no heating or hot water.
In my 60s and disabled.

First Phone Call – 8.45am
Kept on hold for 30 minutes while their “service agents were busy helping other customers”.
When they answered the phone they asked for details I didn’t have, so told me to find the details on the boiler and ring them back.
The boiler is showing F75 and an ! before the triangle in a circle.

Second Phone Call – 9.15am
Kept on hold for an hour, 60 minutes (one hour), while their “service agents are busy helping other customers”.
When they answered they told me my boiler was not registered.
It is.
Registration No: XXXXXX.
Fitted by XXXX Repair on the XXxx XXXX 2020

The administrator said she would need to go and find some details.
The administrator hung up.

Third Phone Call – 10.15am
Repeated answerphone message saying, “Thank you for calling, we know you are waiting, please hold and your call will be answered shortly”.
Third phone call on hold for 15 minutes.
Valiant answered and informed me my boiler is covered with Domestic & General and I should call 01773 828 100, then press option 1, then press option 2, then press option 1, then press option 1 again.
They said they would transfer me.

Fourth Phone Call – Domestic & General ? – 10.25am
“So we can get better at helping you we record our calls. Finally in a few words tell us why you are calling”.
My boiler is broken.
“Thank you for holding, we will be with you soon”.
“We are committed to providing our customers with the best possible service. If you have any individual needs or have a disability or medical issue you think we should know about please let our representative know”
“D&G are the experts to insure and maintain the products everybody relies on”.
“Sorry to keep you waiting, we will be with you as soon as possible”.
“You can book a repair and manage your account online at Domestic&General.com”.
“Thank you for holding, we will be with you soon”.
“We are committed to providing our customers with the best possible service”.

Fourth Phone Call – Domestic & General ? – 10.50am
After being on hold for 25 minutes I was advised by answerphone message:
“Your wait time will be 19 minutes”.
Followed by, the advice after a wait time of three-quarters of an hour:
“Thank you for holding, we will be with you soon”.
And then
“Sorry to keep you waiting, we will be with you as soon as possible”.

Fourth Phone Call – Domestic & General ? – 11.05am
Told I was insured with Domestic & General in May 2020 for a Glowworm boiler.
(The Glowworm boiler broke completely in June 2020 and the plan was cancelled).
A new boiler was fitted on XXXX XXXX July 2020
The 28 digit serial number I gave was not registered.
The operator asked me to look underneath the boiler to check the serial number, I said I cannot do that, I am disabled with mobility problems and the boiler is on the floor, there is no way I can get underneath the floor.
I said I would check the serial number with the number sent by my gas safe engineer, but I would need to hang up the phone to do this.
I was told to then ring back on 0330 100 3466
I was told this was the Vailiant Number.
I was told I was ringing Domestic & General, and now I was told to ring Vailiant ?

Fifth Phone Call – Vailiant 11.25am
2 hours and 40 minutes later, fifth phone call since 8.45am this morning, to Vailiant/Domestic&General/Who knows what number I have been given now:

Serial No: 21201500100203891300509252NO
“We are currently having difficulties with our telephone lines”.
“We are committed to providing our customers with the best possible service”.

Fifth Phone Call – Vailiant 11.30am
“Your wait time will be approximately 8 minutes”.
“We are committed to providing our customers with the best possible service”.

Fifth Phone Call – Vailiant 11.45am
15 minutes later:
“Your wait time will be approximately 4 minutes”.
“Thank you for holding we will be with you soon”.
“We are committed to providing our customers with the best possible service”.

Fifth Phone Call – Vailiant 11.50am
5 minutes later:
“Your wait time will be approximately 3 minutes”.

Fifth Phone Call – Vailiant 11.55am
5 minutes later:
“Thank you for holding, we will be with you soon”

Recap:
11.45am “Your wait time is approximately 4 minutes”.
12.01pm Midday – 15 minutes later, (on top of 3 hours) call still unanswered.

12.15pm, repair finally booked.
Total time spent on phone getting through to Vailiant on phone and organising attendance : 3 and a half hours.

Customer service is appalling and the products are not good anymore. I bought Vaillant as was told it is a trusted brand. The boiler ecotec 838 plus had issue within one year but as it was under warranty it was replaced. Let's come to warranty; installer told me i get 7 year warranty with vaillant, when contacted Vaillant apparently it is 5 years only. They do not take responsibility for what installers are quoting and mis-selling. My boiler now has another fault. Do not buy Vaillant.

Do not purchase a Vaillant boiler as to my surprise I have just looked thru the endless complaints from customers like myself and didn't realise how poor their service really is ! I had an engineer come out last wednesday to fit a water pump and sensor after waiting a week for the appt under the 10 year extended warranty to then find that we now have a water leak which was not there before now dripping into a bucket that my wife had luckily left under the boiler otherwise we would now have water damage in our kitchen below ... like everyone else I spent an endless time trying to get thru to the service dept who then told me I would have to wait another week for an engineer to come out and fix the leak that the previous engineer had caused !!! I then phoned customer relations and spoke to a lady called Helen who just reminded me of their terms and conditions and said that she could do nothing to bring the appt forward even though this was obvious negligence on behalf of their engineer ... it looks to me that Vaillant head office are aware of all the very unhappy customers and very low trust pilot score but have just decided to ignore it and blame it on the covid situation over the last 2 years and hope we won't notice ... maybe one day they will regret there arrogant high handed attitude when they run out of customers to sell there unreliable boilers too !!! Let's hope so ... Paul in Surrey

Waited half an hour on the phone to be dealt with by the most unhelpful and rude woman I've ever experienced. Could not wait to get rid of me and insisted I was not a customer - she had entered the postcode incorrectly.

I tried to book an annual boiler service , I was able to complete the form, but it said my postcode was invalid, I've lived here for 30 years! I filled out a contact form online, them received an email saying they had been unable to contact me ( no-one had tried phoning) and asking me to phone them. When I did the recorded message said they were inly doing servicing for those with service plans. I then tried to make a complaint on line, entered all the details, asked why they advertise a price for annual servicing when they don't do them!! When I pressed "submit" I got a message saying to check my connection as it was unable to send!!! I was furious by this time as there was nothing wrong with my connection. Disgraceful after sales!!!