Vaillant Group UK Limited

• Charlie Best

  May 2026

  1

  Appalling "virtual assistant" who asked a series of basic questions but didn't appear to be able to hear the answer, so it was like having a conversation with someone really dim with hearing difficulties - typical exchange went something like this: "have you got electricity to your boiler?" Yes, "I'm sorry I didn't quite get that" repeats question, same process and finally gives you the option of pressing 1 for yes at which point she says "that's great, so you've got electricity to your boiler" and so on. Quite how this is supposed to be an improvement beggars belief....

  Owner's reply

  Thank you for your review, we’re sorry to hear about your experience. Please email us at [email protected] with the phone number you called from and we'll look into this with our customer care team. We look forward to hearing from you. Kind regards, Vaillant

• Peter Morgan

  May 2026

  2

  Very quick to take your money for a new installation, but when it came to resolving an issue with my online account, support was extremely poor. After sending more than 10 emails trying to sort it out, I eventually gave up. I’ll now be using a local Gas Safe registered engineer for servicing instead — it’s cheaper, and the warranty remains valid as long as the boiler is serviced within 12 months of installation or the previous service. Be careful not to miss a service interval though, as they seem very strict about cancelling warranties if servicing dates are missed.

  Owner's reply

  Thank you for your review, we’re sorry to hear about your experience. Please email us at [email protected] with the installation address this relates to, so that we can look into this with our customer care team. We look forward to hearing from you. Kind regards, Vaillant

• Ben Cresswell

  Apr 2026

  5

  Owner's reply

  Thank you for your 5* review. Should you need to contact us in the future, all our contact details can be found here: https://www.vaillant.co.uk/contact/contact/ Kind regards, Vaillant

• Krzysztof (Krzynek79)

  Mar 2026

  5

  Druga wizyta i kolejne 5 gwiazdek. Rozładunku w tym miejscu to przyjemność. Bardzo mili pracownicy.

  Owner's reply

  Thank you for your 5* review. Should you need to contact us in the future, all our contact details can be found here: https://www.vaillant.co.uk/contact/contact/ Kind regards, Vaillant

• freda summerton

  Mar 2026

  5

  Vaillant engineer Mark 567 has just been to sort out a problem with my boiler. Such a nice gentleman to deal with, he took time to answer my questions and get my boiler working again. Thank u

  Owner's reply

  Thank you for your review, we are so pleased to hear about your positive experience with our engineer. We are proud of our team and appreciate you taking the time to share your feedback. Should you need to contact us in the future, all our contact details can be found here: https://www.vaillant.co.uk/contact/contact/ Kind regards, Vaillant

• Surbjit Singh

  Feb 2026

  5

  Well worth the experience

  Owner's reply

  Thank you for your kind review, we're so pleased to hear this. Kind regards, Vaillant

• Klara Krol

  Feb 2026

  1

  Very poor and disappointing service from Vaillant UK. I had prepaid for an annual boiler service and booked an appointment for 8:00 AM today. The engineer arrived, looked briefly at the location of the boiler in the attic and immediately refused to carry out the service, claiming there was “not enough space.” He made no real effort to inspect the appliance and left after about one minute. This is despite the fact that Vaillant originally installed the boiler in that exact location and it has been serviced there before without any problems. The access conditions have not changed. Before the visit, the only instruction I received was: “Please ensure there is easy access to the appliance.” This was fully complied with. I was never informed of any specific space requirements or warned that the service could be refused. There was also no mention of any call-out or abortive visit charge. To make matters worse, the engineer was rude and unprofessional, and seemed more concerned with getting his parking paid than with attempting to do the job. Vaillant now wants to keep a £45 “call-out fee” even though no service was provided and no such charge was disclosed in advance. This is completely unreasonable. Terrible customer service and a complete waste of time. I would not recommend relying on Vaillant for servicing.

  Owner's reply

  Thank you for your review, we’re sorry to hear about your experience. Please email us at [email protected] with the installation address this relates to, so that we can look into this with our customer care team. We look forward to hearing from you. Kind regards, Vaillant

• Emily Dawson

  Jan 2026

  1

  I am also having problems this is the second time Vaillant has left me for over a month without heat and hot water because of missing parts. In this instance Engineer has been out three times still failed to get the heat pump up and running now waiting for parts which they do not get back to me stating when these parts will be back in stock and when an engineer will return system went down on the 19th of January and we now have the 22nd of January all I get is an E-Mail saying we will get back to you

  Owner's reply

  Thank you for your review, we’re sorry to hear about your experience. Please can you email [email protected] with your address so that we can look into this with our customer care team. We look forward to hearing from you. Kind regards, Vaillant

• Bogdan Mamrosh

  Jan 2026

  1

  Chaotic company with rude, unprofessional customer service ! Different people make different statements ! Some uneducated individual called Adam was unhappy with me that my enquiry took about 15 mins and that my boiler service is free and optional ! What ? I pay for service plan that includes a yearly service !!! And also they had to contact me when service is due but never do ( 3 years I’ve been with them ) and when you call them they say we busy and you can not have a service till March ! What a nonsense .

  Owner's reply

  Thank you for your review, we’re sorry to hear about your experience. Please email [email protected] with your address and a contact number so that we can look into this. We look forward to hearing from you. Kind regards, Vaillant

• Ruth Schulten

  Dec 2025

  1

  Extremely poor service in every respect. Utterly chaotic organisation. No confirmation of orders or receipts sent for expensive parts ordered. Misinformation given about delivery of parts. No-one in customer service or sales or spares even make a record or know which courier service they use to send parts. Calls are promised to notify of deliveries-not forthcoming. Engineer appointments are booked and expected timings broken.

Reviews pulled from Google Maps. We display them as posted by Google users.