Warwick, United Kingdom
Brooks House
N/A
+44 3306780917
Wheelchair-accessible entrance
Our boiler failed twice in the thirteenth month and customer service was pretty poor in terms of time to come out. They really didn't seem to care that we had no hot water and heating. Getting through on the phone was next to impossible, got a cowardly text when they said they would phone back, they never did. We've now had to get Baxi out for a third time and after having to wait over a week (again!) for an engineer we had a truly horrid experience. The engineer who attended today was Richard and we have complained about his visit this morning. Firstly, I received a private number phone call at 7:20, the the caller hung up when I answered and there was no voicemail. This may not have been Richard who arrived at 8am. Secondly, he was abrupt and wasn't interested in the history of our boiler issues. He had real difficulty removing the boiler front cover. It is a bit tricky but your other engineers managed it. He was about to deconstruct the frame so my husband assured him that wasn't necessary. Also, my husband explained that the boiler panel needed to be lifted and exit bottom first. Richard thought he knew best and made a complete fist of it. He complained it was taking longer than it would to fix the boiler! What nonsense! Richard accused my husband of being condescending and took umbrage. My husband apologised for causing upset. Richard continued to be curt and when my husband asked him what model it is, he said: \What the boiler?\. Richard was extremely rude and couldn't muster a goodbye or provide any details about the fitting of the required part, which we later found out was in his van. Richard left without fixing the boiler and fitting the required part. We spoke to a helpful lady at customer services (yes, we actually got through!!!!!!), she said we would get a call from Baxi this evening, however surprise surprise we haven't heard anything! I'm not one to write negative reviews, but this is completely unacceptable and rather distressing. Sort it out Baxi!
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Avoid. Avoid. Avoid. Would give zero star if that existed. Have to wait for more than a week for their engineer to come for a repair while it's snowing outside. The problems is reoccurring for months, but they never find the fault. I can't use another service because the warranty is still active. They call themselves engineers but they are just checking a connected device to the boiler. They never check with their eyes. Silly. So they prefer leaving it as it is instead of replacing it.
Very poor customer service. My parents, both 75, currently have no heating or hot water, and havent had for nearly a week (with Baxi not attending for another few days), during temperatures in minus figures. I appreciate it's the Christmas/New Year break, and the current Covid circumstances, but businesses like this should have a better emergency call-out service, not leave elderly people with no heating for more than a week !! Especially when it's a fault with a boiler that is still under warranty!!! When I need a new boiler, it certainly won't be a Baxi!
Worst engineers I’ve ever met... rude, offensive, Unknowledgeable, unprofessional, unhelpful. Don’t ever use this company!
Back up service appears to be pretty good.
Deli
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