Vaillant GmbH Arvostelua 

Es läuft vieles schief und keiner der Verantwortliche ist dafür zuständig oder erreichbar.

I had a boiler installed just before Christmas. After a week we notice a noise coming from the boiler that we had not experienced with our previous Vaillant boiler. I got the installers back in who said that it was a fault with the boiler itself and we needed to get out a Vaillant engineer.

The Vaillant engineer came fairly quickly. He confirmed that it was the heat exchanger AND that it should not sound like that on a new boiler. He took some water samples and said that those needed to be checked but that the heat exchanger would be replaced under warranty.

After chasing Vaillant they gave me the water report which said that the system needed to be flushed. It had been prior to installation. Incidentally the water samples are sent for analysis to the company that provides products to fix the problem.

I asked Customer Services how it was that the boiler could be affected by water after a single week and that clearly the boiler was faulty in the first instance. Eventually they agreed this but said that the water issue needed to be addressed as it would affect the future health of the boiler. Fair enough. I then asked them if they could e-mail me to say that this had been an installation issue and that the flush had not worked so that I could take this up with the installers. It took me a number of calls to get them to do this and even then the e-mail was not clear.

The installers came around the next day and checked the water and added inhibitor which should fix the problem. I now await the replacement heat exchanger.

Reading the other reviews and my own experience seems to indicate that Vaillant have a number of tactics to avoid their obligations under warrantees. That is the feeling that I am getting.

To be fair to Vaillant, the staff that I spoke to were professional and polite. However they did not really have the skills or internal resources to resolve issues or ‘explain’ options.

I notice that Vaillant have launched a TV campaign to get more customers. Reviews like the majority on trust pilot are not going to help.

I notice that Vaillant do not reply to the comments made by customers.

It seems to me that better communication would help massively. No one expects a company to get it right all of the time - problems occur. Don’t make it worse with poor communication. Don’t leave your customer service staff without the resources to help us.

Totally useless company and uninterested staff. Complain and they simply ignore you. Disgusting service. Would not touch with a bargepole ever again.

Boiler model ecoTEC plus 938H
Fault - Water leak from expansion vessel
This was a significant leak causing water damage to the floor and the ceiling underneath.

On the first visit, the Vaillant engineer refused to attend to the fault and change the expansion vessel (EV) claiming there is no access to the back of the boiler. I was provided with a replacement EV but asked me to get my own gas engineer to do the replacement.
I tried to explain that there is adequate space to change the expansion vessel to a rude customer service advisor and the only response was to email photographs that show the adequacy of space for access the expansion vessel for an internal engineer to evaluate and respond within 24hours. I am yet to receive a response to this email.
Since the leak was continuing and increasing I called Vaillaint again. Initially, I was told (same engineer) that he would need two people to change this and needed his service engineer's approval. Then I was told by the same engineer that there was a leak of moisture from the Flue needed replacement.

I found it interesting when the same engineer then called back to say that at the time of the flue is being replaced, my gas engineer will be able to replace the expansion vessel. Only in the case, the leak does not stop that they would come again.

I am not sure whether the flue needed replacement as there was only moisture around the junction. However, the real need was the leak from the expansion vessel causing water damage. The expansion vessel leak was a fault of the manufacturer and not related to the flue, even if I were to assume this was faulty.

My Gas engineer was able to access the expansion vessel to replace it.

Poor show Vaillant. You were passing the busk instead of helping your customer!

Purchased and installed a Turbomag Pro water heater less than a year ago. A month ago starting throwing codes. Called technical assistance to get it fixed. They came on three separate occasions, swapped out parts each time, and after each visit, the errors came back within hours. In the meantime, I called Vaillant corporate Customer Service. They promise the moon and then s*** the bed. No feedback, no resolution, no communication. They sound great on the phone, but the days come and go and nothing happens, just a the sound of your water heater not working. These guys are supposedly market leaders, but they can't make a product that lasts a year or provide adequate service when their products are defective. Almost a month out and I am STILL without a functioning hot water heater. Never, ever again.

Absolutely shocking service. We haven’t had heating for over ONE MONTH. We have had FIVE engineers come to our home to try and resolve the problem. After hundreds of Pounds spent and countless going back and forth, we still have no heating. We have been told that we need a part however it’s now out of stock until further notice. Vaillant won’t do anything else to help. Can’t even get a call back for a complaint that I’ve made about 4 times now. Complete joke. Not sure how they expect people to live without heating for a month in the middle of winter.

Gute Qualität
Alles kompatibel, hilfreiche Informationen, viele Möglichkeiten.

Durchdachte Technik basierend auf langjähriger Erfahrung mit vorbildlichem Support und sehr guter Ersatzteilvorhaltung.

Top Leistung
Top Kundendienst
Top Produkte

Reibungsloser Verlauf, übersichtlich gemacht. Alles besten

Zwischen mir als Handwerker und den Mitarbeitern der Firma Vaillant besteht seit Jahren eine tolle Partnerschaft.
Bei Planung, Ausführung und auch bei der Störungsbehebung wird mir immer professionell geholfen. 👍👍

Sehr guter und zuverlässiger Service.
Freundliche und kompetente Mitarbeiter.

Bin ein langjähriger Vaillant Kunde, habe nichts zu klagen, immer alles Bestens.

Am Anfang war das eine super Sache, leider ist in den letzten Monaten nicht alles gebucht worden was wir gescannt haben. Mal schauen wie die Reklamation bearbeiten wird.

Sehr guter Kundendienst sehr guter Aussendienst

Super Produkte leichter Einbau
Sehr kompetente Beratung und schnelle Abwicklung
Sehr sehr nette Mitarbeiter

Our Vaillant eco boiler has been problematic since we got it installed. I hate dealing with the customer services as they are so unnecessarily rude - it’s clear they aren’t recording the phone calls for training! The actual appointments are often quite a way off which isn’t great if you don’t have a working boiler. They have no empathy at all so don’t bother explaining your situation. I asked some reasonable questions around what I can do if the boiler stopped working completely (at this point I was having to reboot it daily after getting a fault error message) and I just wanted to know my options...I was told “You are a very negative person” — I really had to take a deep breath before responding. I basically confirmed the appt and got off the phone ASAP. The Vaillant plumber that turned up about 5 days later was extremely moody and rude. He wore a mask but didn’t seem to be adhering to social distance...not until he was checking the boiler and told me I was too near and I needed to leave the room ( I was at least 2 metres) and even said “you need to give me as much space as I tell you” when I questioned the 2 metre rule. I think he just didn’t want me watching him. Later he reverted back to not caring about distancing at all, coming too close to talk to me and not wearing his mask properly. This was a horrible experience end to end, and I wish I hadn’t bothered with the extended warranty as I really don’t want to deal with them again. They should sort this out as I can see from other reviews I’m not alone in having a bad experience. I won’t recommend or ever buy another of their boilers and my advice is to avoid them.

Sadly, this is my second Vaillant rubbish boiler in 13 yrs. The gas company I always use, recommend this rubbish when I first changed my boiler, as they were the ‘Roll Royce’ of boilers. It lasted just over 10 yrs and was serviced every year and was nothing but trouble. After it died a horrible death, I had to then get another new boiler put in and was very weary to go for the same brand but my gas company said it had been greatly improved from my first one and highly recommend it again. I reluctantly agreed and had it put in March 2020 and honestly can’t believe it has been nothing but trouble since day one. Already loads of call outs and parts replaced. Vaillant may have been the best many, many years ago but today they are rubbish and you are best to go for a cheaper brand that will probably last a lot longer than this expensive rubbish. I now honestly believe most gas companies are paid to promote this rubbish and now won’t be using mine anymore for their poor recommendations.

Vaillant engineer came to fit a new pcb today, the boiler is 6 foot off the floor, he said he couldn't fit it as he wasn't going to use steps or a ladder. He told us we had to build a solid platform with 3 stairs, not steps, for him to use. I am disabled and my husband is 79. We have been without heating and hot water since 24th Dec. They are a disgrace.

This is a copy of a letter I wrote to the MD on 30th.November. Addressed to him personally and with a first class stamp. Not even had the courtesy of a reply. If you buy a Vaillant boiler make sure you have back up electric heaters and get used to boiling kettles to wash.

Dear Mr. Jesse,

I am writing to you personally so that you can investigate a number of problems we appear to be having with our boiler that constantly seems to be breaking down.

In September 2012 we had an Eco TEC plus installed to replace an elderly boiler which had been reliable but not very efficient.

We have kept our new boiler fully serviced by our local Vaillant engineer.

For the first 4 years we had minor service parts replaced, But since then the boiler has experienced a number of problems. Eventually when the circuit board ceased to work, our engineer told us that the part would be expensive, and suggested that we should join the Domestic and General scheme to cover parts and service, He did this to help us avoid further expense. This was to his own cost, but he clearly was suspicious that the boiler was not as it should be.

The circuit board and another part were replaced, and it worked fine for a bit, but we have been experiencing problem after problem with parts regularly failing. I don’t know the name of all the replacements, but I can remember the compression cushion, the diverter valve twice, and now the pressure release valve twice, but it may be three times.

The problem is we have to wait for so long before an engineer can visit, And this means we have no hot water or heating. I have a garage full of electric heating appliances because of these faults.

Today we were due to have the pressure release valve replaced yet again, but the visit was cancelled at the last minute due to illness. The pressure release valve has developed the habit of emptying the system over night, leaving us without heating until I re-pressurise the system in the morning. This is recorded as F22 on the display. The valve was meant to have been repaired a month ago, and a new air release valve was fitted. This did not appear to work since it broke down again last Friday.

I find myself waking early to hear if the central heating is coming on, and checking the pressure every night before retiring to bed. Surely this isn’t
right.

As you can probably imagine we are loosing trust in this boiler, and in the old days if you were unlucky enough to own a British Leyland car that was unreliable it would be labelled a Friday afternoon car. Poorly built, and no attention to detail, and constantly breaking down.

I am sure that you do not want this label attached to your company, but we are in a total quandary about what to do. We are in our 70’s, I still run a small business, and keep having to take time off to await engineers. Apart from this
It is no fun having a cold house and no hot water on what appears to be regular basis. And usually over a weekend.

Is there any way that you can assist, or help us to solve these problems.

Our service contract number is HNY0005681.