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
Company replied
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Review summary
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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
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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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I have never dealt with a worse…
I have never dealt with a worse company. I have a tenant without heating or hot water. Having failed to repair the boiler the first time under warranty, and after over an hour on hold I was told that they wouldn't be able to get an engineer out for a week. After much pleading I was told that a slot was available the next day. so the tenant was informed, and I awaited a call on the morning with a time slot, which never came. After another half an hour on hold I was told there was no record of the repair but that they would speak to the person who had told me they would come. They then hung up. Each time I have called back after 10 to 15 minutes of holding I have been cut off. Absolutely appalling. I will never, ever fit a BAXI boiler in any of my properties again. The warranty isn't worth having if it means leaving a tenant without hot water or heating for a week. So I've no paid British Gas to carry out repair despite the boiler supposedly benefitting from a ten year warranty and being fitted in 2020. Utterly disgusting customer service. Even worse that they now won't answer the phone. Words fail me. I will look into all legal remedies open to me but really don't want to have to spend the time on it.
27 October 2026
Unprompted review
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Jason looking after the Oxfordshire…
Jason looking after the Oxfordshire area was fantastic. Able to diagnose and fix the issue in less than 30 mins. Highly recommend.
22 October 2026
Unprompted review
Reply from Baxi UK
We are glad you enjoyed your experience. We appreciate your positive feedback regarding our quick diagnosis and efficient repair service in your local area. Thank you for sharing.
With regards,
Baxi Customer Service Team
The Engineer is a polite and pleasant…
The Engineer is a polite and pleasant person who went about his work in a thoroughly professional way
12 October 2026
Reply from Baxi UK
We appreciate your 5-star rating! We are delighted to hear that our engineer was courteous and conducted their work in a highly professional manner. Thank you for taking the time to share your positive feedback.
With regards,
Baxi Customer Service Team
A great service carried out by a…
A great service carried out by a friendly engineer.
23 October 2026
Unprompted review
Reply from Baxi UK
We appreciate your positive feedback and 5-star rating! We're delighted to hear that you received excellent support from our amiable technician during their visit.
With regards,
Baxi Customer Service Team
Russel knew what needs doing n He…
Russel knew what needs doing n He sorted it quickly.
Thank you
23 October 2026
Unprompted review
Reply from Baxi UK
We appreciate your 5-star rating! We're delighted to hear that our engineer knew exactly what was required and resolved the issue so promptly. Thank you for sharing your positive experience.
With regards,
Baxi Customer Service Team
The engineer arrived on time
The engineer arrived on time, serviced the boiler promptly, and checked the carbon monoxide alarms and let me know they needed replacing.
9 October 2026
Reply from Baxi UK
We appreciate your 4-star rating! We are delighted to hear that our engineer arrived on schedule, completed your boiler service promptly, and ensured your safety by checking your carbon monoxide alarms and advising you on their replacement. Thank you for taking the time to share your positive feedback.
With regards,
Baxi Customer Service Team
Brilliant service
Brilliant service, quick appointment time, took only half hour to fix, very impressed & pleased.
23 October 2026
Unprompted review
Reply from Baxi UK
We appreciate your 5-star rating! We are delighted to hear that you received such prompt service, with a quick appointment booking and a swift resolution to your issue. Thank you for taking the time to share your positive feedback.
With regards,
Baxi Customer Service Team
Excellent service
Martin came very quickly to repair our boiler. He knew exactly what the fault was and repaired it very efficiently. He was considerate and a great credit to your company. Very happy with the service received.
23 October 2026
Unprompted review
Reply from Baxi UK
We're delighted to hear that our engineer arrived promptly, quickly identified the issue, and completed the repair so efficiently. Thank you for sharing your positive experience and for your kind words about his considerate service.
With regards,
Baxi Customer Service Team
New Baxi boiler installed by Boyle Gas…
New Baxi boiler installed by Boyle Gas Services, Tranent.
Excellent service all round.
L Bain
16 October 2026
Unprompted review
Reply from Baxi UK
We are glad you enjoyed your experience with our boiler installation. Thank you for your positive feedback.
With regards,
Baxi Customer Service Team
Great News from BAXI engineer!
The engineer John arrived promptly and diagnosed the problem immediately. A plumber had told me my central heating system was leaking and that I needed a new water tank ... but John was able to assure me that it was only the expansion vessel that needed repressuring - great news!
23 October 2026
Unprompted review
Reply from Baxi UK
We are delighted to hear that our engineer arrived promptly and was able to accurately diagnose the issue. It is wonderful news that your system only required a simple repressurising of the expansion vessel. Thank you so much for sharing your positive experience with us.
With regards,
Baxi Customer Service Team
Baxi Engineers are good …
Engineer came to check my old Potterton boiler which was miss firing he knew his stuff and spotted the sump was corroded and leaking so he had to shut the boiler off for safety reasons. He ordered new parts and came back 4 days later and fixed it. So we were without central heating for 4 days (not his fault)
Engineers are good however much too long to wait to fix. So If they can improve the wait time i would mark them higher.
19 October 2026
Unprompted review
Reply from Baxi UK
We appreciate you taking the time to share your feedback and rating our service. We are glad to hear that our engineer demonstrated great expertise in identifying the safety hazard with your heating system.
However, we completely understand that spending four days without heating was a very uncomfortable experience. Thank you for helping us improve.
With regards,
Baxi Customer Service Team
Absolutely excellent service
From the initial phone call to the engineers visit, this organisation has been an absolute breeze to deal with. Nick our engineer was a knight in shining armour, he arrived on time, fixed our problem quickly and effectively with no issues at all. I can’t thank or recommend Baxi enough. Brilliant.
23 October 2026
Unprompted review
Reply from Baxi UK
We are delighted to hear that you had such a seamless experience from your very first phone call to the completion of the work. It is wonderful to know that our engineer arrived on time and resolved your issue so quickly and effectively. Thank you so much for your kind words and for highly recommending our services.
With regards,
Baxi Customer Service Team
Great service the Engineer was very…
Great service the Engineer was very thorough he found another problem when checking the boiler beside the one he came to fix which was put right as well.
Always a good service from Baxi I would highly recommend.
23 October 2026
Unprompted review
Reply from Baxi UK
We are delighted to hear that our engineer provided such thorough service by identifying and resolving the additional issue during the visit. Thank you for your kind words and for highly recommending our services.
With regards,
Baxi Customer Service Team
Polite, friendly and efficient support from the Baxi team.
I reported a fault with my boiler - a very loud humming throb whenever it was heating the water (eg after using the shower). The appointment was easy to organise online - it only took a few minutes - and the engineer arrived on time and was prepared. I explained the fault and he immediately knew what needed doing. The repair was completed in a short space of time and the fault has now gone away. The engineer was polite, friendly and efficient. Very happy with the support I received.
22 October 2026
Unprompted review
Reply from Baxi UK
We are delighted to hear that booking your appointment online was so quick and easy, and that our engineer arrived promptly and fully prepared. It is wonderful to know that the issue with your noisy boiler was diagnosed immediately and resolved so quickly. We truly appreciate your kind words about our engineer's polite, friendly, and efficient service, and we are glad we could restore peace and quiet to your home.
With regards,
Baxi Customer Service Team
I was very pleased with the service
I was very pleased with the service. I received a text message confirmation of the appointment, the night before. On the day, I was given a time slot and then informed when the engineer was on the way and what his name was. The engineer was very pleasant and very efficient. All in all, an impressive service.
21 October 2026
Unprompted review
Reply from Baxi UK
We are delighted to hear that you were so pleased with our communication leading up to your appointment. It is wonderful to know that the updates kept you well informed and that our engineer provided such a pleasant, efficient, and impressive service. Thank you for taking the time to share your positive experience.
With regards,
Baxi Customer Service Team
Engineer Visit
Engineer- came out to change the heat exchanger. After he left- error code E 01.12- came on. Unable to get him back until 4 days time from Baxi.
Routine service change - has left us without heat and water.
23 October 2026
Unprompted review
Reply from Baxi UK
Thank you for your 5-star review! We are delighted to hear that you had a positive experience. We appreciate your wonderful feedback.
Kind regards,
Baxi Customer Service Team
Great service
We had a problem with the boiler, the water didn't go off and the temperature was going high. On phoning Baxi in the morning they said an engineer would be out the following day, we got in the afternoon from the engineer, be there in 20 minutes. He found the turbine was sticking and fixed the issue, all done in a few hours from phoning.
20 October 2026
Unprompted review
Reply from Baxi UK
We are delighted to hear how quickly your heating issue was resolved. It is wonderful that our team could arrange for an engineer to visit and fix the sticking component on the very same day you called. Thank you for sharing your positive experience with our prompt and efficient service.
With regards,
Baxi Customer Service Team
We had our annual service .
We had our annual service .
The Engineers were fantasic !
They arrived within the time slot.
They were Clean,respectful and thorough .
Great job !
23 October 2026
Unprompted review
Reply from Baxi UK
We are delighted to hear that our engineers arrived on time and carried out your annual service so cleanly, respectfully, and thoroughly. Thank you for sharing your wonderful feedback with us!
With regards,
Baxi Customer Service Team
Overall very satisfied
Booking was easy, professional and courteous engineer came on time having rung ahead, serviced the boiler quickly and efficiently. Offered tips on the most efficient settings for heating, lent me a key to bleed radiators. Overall very satisfied.
22 October 2026
Unprompted review
Reply from Baxi UK
We are delighted to hear that you had such a smooth booking experience and that our engineer arrived promptly after calling ahead. It is wonderful to know they provided efficient service and even shared helpful energy-saving tips. Thank you for sharing your positive feedback with us!
With regards,
Baxi Customer Service Team
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