Booked online as phone number was busy.simple to follow instructions and easy to use. Engineer text to tell us what time slot we had and rang to say we were next and he was on his way, took him 10-15... See more
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Review summary
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Reviews shaping this summary
Our boiler had a small leak and it tripped the main house electric circuit. The boiler electrics were water damaged. Baxi were quick to respond and their engineer Paul was polite and from the start ha... See more
Company replied
What an amazing company to deal with. The level of response and customer service is wonderful. The initial telephone response was exemplary, appointment provided for the next day, engineer let us know... See more
Company replied
On Friday I had no hot water I called Baxi who offered a engineer's visit the next day Excellent!! But I had a hospital visit in Edinburgh so not suitable so was offered Monday.. The engineer ar... See more
Company replied
Company details
Written by the company
Baxi is proud to have been manufacturing in the UK for over 150 years. Our high efficiency boilers are straightforward to install, maintain and service and easy to use. Our boilers are supported by award winning Baxi Customer Support and Baxi Genuine Parts, and have industry leading warranties that make Baxi the brand you can trust. If you would like to leave a review for Baxi Italy, please visit https://uk.trustpilot.com/review/www.baxi.it
Written by the company
Contact info
Brooks House, Coventry Road, CV34 4LL, Warwick, United Kingdom
- Customer Relations: 0330 678 0165
- info@baxi.co.uk
- baxi.co.uk
4.6
Excellent
79K reviews
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Boiler failure under warranty
Boiler failure under warranty, spoke to Baxi 11.10am and engineer rang same day at 1pm, I had said we were a vulnerable household, two elderly ladies 97 years and 83 years not in good health, Boiler replaced with new PCB by 3pm.
26 October 2026
Unprompted review
Reply from Baxi UK
We are glad you enjoyed your experience with our prompt service. We understand how crucial it is to restore heating quickly, especially for vulnerable individuals in colder conditions. We appreciate you taking the time to share how our team efficiently resolved the issue with your heating system.
With regards,
Baxi Customer Service Team
very helpful and knowledgable service.
very helpful and knowledgable service.
just the information about the time slot could have been better (they hadn't called in the morning to inform about the slot as was promised)
17 October 2026
Unprompted review
Reply from Baxi UK
We are glad you enjoyed your experience with our helpful and knowledgeable team. We appreciate your feedback regarding the communication about your scheduled time slot, and we will work to ensure our morning update calls are always made.
With regards,
Baxi Customer Service Team
Always very polite always get the job…
Always very polite always get the job done can’t fault them
27 October 2026
Unprompted review
Reply from Baxi UK
We are glad you enjoyed your experience. We appreciate our team's polite service.
With regards,
Baxi Customer Service Team
Heating system checked and fixed…
Heating system checked and fixed efficiently by Dave and pleased about the experience
27 October 2026
Unprompted review
Quality work and contract admin.
Quality work and contract admin.
Engineer was a tidy worker and equipment left working.
27 October 2026
Unprompted review
Off to a bad start as engineer arrived
Off to a bad start as engineer arrived, drained the boiler, stripped it down only to find he had been sent with the wrong heat exchanger part.
Told I would have to wait another 10 days, so made the point that it was their fault first engineer had wrong part.
Two days later second engineer arrives, strips down the boiler, replaces heat exchanger and reassembled. All works good
29 October 2026
Unprompted review
Reply from Baxi UK
We are glad you enjoyed your experience with the final repair, though we sincerely regret the initial delay caused by our team dispatching the incorrect replacement component. We appreciate you bringing this scheduling and parts error to our attention. We are taking immediate steps with our inventory team to improve our pre-visit checks so our engineers always arrive with the correct equipment. Thank you for your patience and for sharing this feedback.
With regards,
Baxi Customer Service Team
Baxi Review
We contacted Baxi - waited over an hour for the call to be answered. We were told that we would have to wait 5 days for an engineer to visit despite having no heating or hot water.
24 October 2026
Unprompted review
Reply from Baxi UK
Good Morning,
I’m sorry to hear about the negative experience you’ve had in your recent interaction with Baxi Customer Support.
We would like to speak with you about this and see how we can rectify the situation.
Please email us on customer.relations@baxi.co.uk with your contact details and a brief outline of your present issue.
Once we’ve received this one of our case managers will investigate the matter and contact you directly to discuss the best next steps.
Thanks, Baxi Customer Support
Excellent service
Quick to respond, had the parts on the van and issue resolved within the hour of attending
26 October 2026
Unprompted review
Reply from Baxi UK
We are glad we had the parts ready to resolve your issue so quickly. Thank you for your positive feedback.
With regards,
Baxi Customer Service Team
Has an annual service completed
Has an annual service completed, this was done in a neat, tidy and timely manner.
26 October 2026
Unprompted review
Reply from Baxi UK
We appreciate your 5-star rating! We are delighted to hear that your annual service was completed in a clean, organized, and prompt manner. Thank you for taking the time to share your positive feedback.
With regards,
Baxi Customer Service Team
Very poor customer service and warranty…
Very poor customer service and warranty response
25 September 2026
Booked a 1st year service for my Baxi…
Booked a 1st year service for my Baxi Assure 500 Combi 2.
Offered the choice of several dates with time to be confirmed on the day.
Baxi engineer phoned first thing on the day and notified time period.
Engineer sent text as he was leaving previous job and arrived at the estimated time.
Service was completed with no issues and in good time.
12 October 2026
Unprompted review
Reply from Baxi UK
We are pleased to hear that the first-year service for your boiler went so smoothly. It is great to know that our scheduling options met your needs and that the engineer kept you well informed with timely updates before arriving. Thank you for sharing your positive feedback about our efficient service.
With regards,
Baxi Customer Service Team
Great Baxi engineer - but not always
Craig was a most professional and proficient gas engineer and he identified the problem and arranged to carry out the warranty repair 2 days later. Baxi did call out 5 months previously and on that occasion when the same problem had started but not become terminal, the engineer gave the boiler a cursory look over and left after about 5 minutes without getting to the bottom of it. That was poor, but once the problem was terminal then Craig at Baxi dealt with it perfectly.
28 October 2026
Unprompted review
Reply from Baxi UK
We are glad you enjoyed your experience with our engineer who resolved the issue so promptly and professionally. We appreciate you taking the time to share this feedback with us. We are pleased that the recent visit was successful, though we acknowledge your disappointment regarding the initial visit five months ago when the issue was not fully resolved. We aim to provide a consistently high standard of service on every single visit, and we will use your comments to help us improve our diagnostic processes. Thank you for highlighting the excellent service you received during the final repair.
With regards,
Baxi Customer Service Team
Rip off repairs
The Baxi gas engineer that came around was great - very efficient and helpful, and helpful fixed my Baxi combi boiler in a matter of minutes. The problem is the company. They charge a single flat-rate call out fee of around £470, covering labour and parts, which obviously could work out to be great value for money if it is a complex repair job. But when it is a case of just replacing an internal fuse, I can't help feeling that I've been completely ripped off. I will never buy Baxi again.
26 October 2026
Unprompted review
Great Service
The engineer arrived on time and carried out the regular boiler service in a professional and diligent manner. Polite, experienced and friendly.
26 October 2026
Unprompted review
Reply from Baxi UK
We appreciate your 5-star rating! We are delighted to hear that our engineer arrived on schedule and conducted your routine boiler service in such a thorough, polite, and friendly manner. Thank you for taking the time to share your positive experience.
With regards,
Baxi Customer Service Team
Your engineer was so good he explained…all
Your engineer was so good he explained all to me if he worked for me he would get double the money he is on people like him are a asset to your company I have never met a man who was so so nice polite well mannered And did a first class job top worker
16 October 2026
Unprompted review
Reply from Baxi UK
We are delighted to hear about your positive experience with our engineer. It is wonderful to know that he was polite, well-mannered, and took the time to explain everything clearly while delivering a first-class service. We appreciate you taking the time to share such kind feedback about his work ethic and professionalism.
With regards,
Baxi Customer Service Team
Joe the engineer who visited us was…
Joe the engineer who visited us was fantastic -- excellent customer service ethos and knew his job inside out.
28 October 2026
Unprompted review
Reply from Baxi UK
We appreciate your 5-star rating! We are delighted to hear that our engineer provided such excellent customer service and demonstrated great expertise during his visit. Thank you for taking the time to share your positive feedback.
With regards,
Baxi Customer Service Team
Reply from Baxi UK
Thank you for the wonderful 5-star review! We are delighted to hear that you found our team to be highly skilled, detailed, and prompt. Your kind feedback is greatly appreciated.
With regards,
Baxi Customer Service Team
Whole thing went very smoothly no…
Whole thing went very smoothly no problems booking. We were given a time slot and were advised by message when he was on his way to us he arrived early and fixed problem very quickly. Whole experience excellent
26 October 2026
Unprompted review
Reply from Baxi UK
We're delighted to hear that you found the booking process smooth and that you were kept well informed of our engineer's arrival. We are glad the issue was resolved quickly and that you had an excellent overall experience.
With regards,
Baxi Customer Service Team
Explained the problem with ease.
Explained the problem with ease.
We had no heating to the radiators but had hot water. Following the instructions in the manual and then booked the engineer.
Engineer explained that when it was serviced the installer had not reset the boiler to the correct setting. All sorted now 👍
26 October 2026
Unprompted review
Reply from Baxi UK
We are pleased to hear that our engineer was able to clearly explain the issue and correctly reset your boiler settings to restore your heating. It is great to know that everything is now working as it should. Thank you for taking the time to share your positive experience with us.
With regards,
Baxi Customer Service Team
Great service from baxi
The baxi engineer turned up on time checked the machine showed me what was wrong with the boiler went out to his van got a new part fitted it and got the boiler back in working order great job happy wife with a warm house again
26 October 2026
Unprompted review
Reply from Baxi UK
We are delighted to hear that our engineer arrived promptly, clearly explained the issue, and was able to quickly fit the replacement part to restore your heating. It is wonderful to know your home is warm and comfortable again. Thank you for sharing your positive feedback with us!
With regards,
Baxi Customer Service Team
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