Boiler Central

Boiler installation. Installed boiler when they said but there was a pipe that leaked which damaged the floor. Have only just found out that magna flow filter has been installed incorrectly, Boiler Central refusing to put right blaming the person's who serviced it and identified problem. Please use another company who actually care. The customer service is POOR!

Please note, I’m leaving this review on my birthday 23rd of October when I should be enjoying the day…

A complete shambles from start to finish. Avoid Boiler Central UK at all costs!!!!

I very rarely leave reviews, but my experience with Boiler Central UK has been so outrageously poor that I feel obliged to warn others. If I could give zero stars, I would.

My old boiler was advised to be unsafe needing urgent repair or replacement. After comparing quotes via MoneySupermarket, Boiler Central contacted me almost immediately. The initial phone call gave a good impression - the sales rep sounded knowledgeable and friendly, their price was competitive, and the finance option through Novuna suited me perfectly. Based on that, I decided to go ahead.

That was the last time anything went smoothly.

What actually happened:

- Appointment 1 – Tuesday 14 October 2025:
Booked for between 08:00–10:00. I took the day off work. Nobody turned up. Both the mobile number and the landline rang endlessly or went to voicemail. When I finally reached the original sales rep, he advised the engineer “didn’t have the right equipment.” No notice, no apology until prompted, and certainly no urgency.

- Appointment 2 – Saturday 18 October 2025:
Rearranged at their request. Once again, no engineer arrived. Around 10 a.m, another rep phoned to say the engineer had “childcare issues.” The suggestion to resolve - they could “ find a replacement to start some of the work” on Saturday afternoon, “continue Sunday,” and “maybe finish Monday. Seriously? A boiler relocation job dragged across three days with no planning and apparently they thought that was acceptable.

- Appointment 3 – Wednesday 22 October 2025: I agreed to give them a further chance (more fool me - "Fool me once, shame on you; fool me twice, shame on me"). The day before, I got a call saying “management want you to pay a different way” - despite already having a signed and approved Novuna finance agreement in place. When I asked why, the rep literally said, “I can’t tell you that - I’ve just been told to ask you to pay another way.”
I was on a train at the time, so we agreed he’d call back later that evening or first thing in the morning. Instead, I got a text saying it was now “too late” to confirm the engineer for the next day.

NOW this is the icing on the top - on the morning of the 22nd, another young rep called me, made no mention of the sudden mysterious finance issue. He however told me the engineer’s van had “broken down.” So this is how I found myself shivering at home with 3 separate failed bookings, 3 different excuses, zero accountability.

Finance farce:

After all this, I rang Novuna directly. They confirmed my finance agreement with Boiler Central was still live and valid - meaning Boiler Central hadn’t even bothered to cancel it, despite telling me the payment method had to change. Completely unprofessional and frankly alarming.

My situation:

I’ve had to take time off work twice, inconvenienced 3 times - spent days making and chasing calls, and have been left without heating or hot water - all because this company cannot organise basic communication or honour confirmed bookings.

Their approach is chaotic, disorganised, and borders on deceptive when it comes to the finance issue.

I now have to look for an alternative nearly two weeks after my boiler was deemed unsafe.

Final thoughts:

Boiler Central UK present themselves as a nationwide, modern, customer-focused business. In reality, my experience has been the exact opposite:

• Three missed appointments.
• Three different excuses.
• A finance agreement which suddenly had cloak and dagger around it. I had to do a credit check of course so that’s on my credit file unnecessarily .
• Total absence of professionalism or ownership.

Do yourself a favour, honestly and sincerely - avoid Boiler Central UK entirely.

Choose a company that values your patronage and your time. This one absolutely does not.

Writing and proof reading this on my birthday really has upset me to be honest.

Was the quickest service I’ve had, 2 guys came and was no longer than 10 mins but that could also be due to my boiler being brand new.

It would seem that boiler central is only as good as the engineer they can find, if they can find one. They have told me today that they are unable to service my boiler (I’ve been paying for an annual service thru their boiler service plan) until January which will be 15 months since the last service. They say they have to carry out so many repairs that they’ve cancelled all servicing until next year. They assure me that my warranty is Ok because they’ve written to each and every manufacturer and obtained their agreement for non-annual servicing, as if!! To add insult to injury the company they sent last year assures me they’ve plenty of availability for servicing but it seems Boiler Central don’t use them anymore. Maybe they are too efficient for this inefficient operator.

Terrible company booked to house a new boiler fitted for £2800, paid the deposit straight away. The boiler was supposed to be fitted on 15th October but then received a call from boiler central at the last minute to tell me the engineer wanted to rearrange because his last job had run over. So I agreed that the job could be pushed back a week to the 22nd October. On 21st October I phone boiler central to check if the job was still going agreed and the boiler central team assured me that the job would be going ahead as planned. Then at 08:30 on the 22nd around the time the engineer should have been arriving I get a call telling me that the engineer had phone to say he couldn't make it because his van had broken down and could we push the job back for another week. I told them to cancel the job at this was very unprofessional .
They are now operating under a new company name.

ecohappy

I ordered a boiler in September and booked the installation for a week later after mine had broken down, everything seemed fine. I paid £2,500 through their website. I wasn’t entirely comfortable doing so, but the positive reviews and comparison sites suggested the company was reliable.

The installation process was a disaster.
On the scheduled installation day, I received a message saying the boiler hadn’t arrived from the merchant and they’d need to reschedule for the next day. Annoying, but understandable so I took another day off work.
The next day, I was told that day’s job was overrunning and the installation would be moved to Thursday. Frustrating, but I tried to stay patient.
Thursday came and after waiting all day, the fitter called to say he’d be arriving late but would definitely come. He never showed up. That was the third day off work wasted waiting for a service I’d already paid for.

By that point, I’d had enough and requested a refund. I received an email confirming I’d get it within 3–5 days. Fair enough — I just wanted to move on.

It’s now the end of October, and I still haven’t received my refund. Every phone call ends the same way: “I’ll message the accounts department and get you an update.” No update ever comes, and there’s still no refund.

I’ve now had to raise a Visa dispute with my bank to try and recover the money, which could take months.

Do NOT trust this company.
I don’t know what’s happened to them recently, but their glowing reviews clearly don’t reflect the current reality. They’ve stolen taken my money and left me without heating or hot water as winter approaches.
Avoid at all costs

**Update 21/11/25**
Still no refund - I have been forced to initiate legal proceedings against this company in order to recover my money.

**Update 24/12/25**
Since last update I have been given a CCJ - however as of today this company is now in administration and will no doubt be wound up in the next few weeks.

Second review for this company again which is negative related to a different problem! JUST DO NOT USE THIS COMPANY, HAND ON HEART WORST COMPANY I'VE EVER DEALT WITH! They are putting customers and families at risk and the service level is no existence. Every year you TRY and get your boiler booked in for service because under the terms and conditions has to be serviced to get the warranty they don't bloody turn up, no correspondence, no message, people book says off work for these engineers and they don't even have the respect to inform you there not coming or even better on the day they'll message you saying sorry can't attend, NOT EVEN A REASON! I've tried to book in my service 5 times now and they just fail every time to show, the customer service team absolutely awful spoken to the same women twice now, June and she promises she'll call back once it's all confirmed and never calls back lol! Yeah really hilarious messing people around when I've lost money for being off work. You can't treat your customers like this!! I've emailed the complaints team 5 times and they don't even respond! I spoke June again and said can you put me in touch with them 'no has to be all over email' yeah I understand that but when that process isn't working I need to talk to someone 'all managers are in a meeting' yeah that old chestnut. NOBODY USE THIS COMPANY, They have taken my money and not followed through with a service!!!! I've been treated unfairly from the beginning and if I don't get my money back I'm taking legal action and following through that they are not providing the service they promise as a company.

So seems a bit of a pattern to this company judging by the 1 star recent reviews.

We got a quote from boiler central all fine process fine and quick. Also informative. Installation date booked. Text at 08:03 engineer not coming. Lost a day at work without pay.

Not a problem 100 pound off and free first service new installation date booked. Today is the day. Guess what ? Can’t reach anyone through any number or email. No one showing up. No correspondence regarding engineer arrival time. No information to be found about anything regarding my installation today.

If I could give a huge big fat zero stars review I would. Completely and utterly appalled by this companies customer service at this point. Being forced to just hope and pray for someone to turn up, meanwhile not being able to get on with my day and jobs around the house. Because if I go out guaranteed someone turns up and leaves because no one in.

I would recommend to everyone to avoid this company like the plague. They are a joke and are a prime example of why people hate dealing with trade companies. I work in the trade industry myself and pride myself on customer service and punctuality when setting appointments. Could never understand why people had so many issues. Now I can.

Disappointed is an understatement.

The Boiler Central engineer never showed up. Booked another day, and again they tried to cancel the agreed day, so I asked for a refund. They confirmed the £2,100 refund but never paid it. Calls are mostly ignored, with the phone just ringing out. It's been almost a month, and there's been no refund. Boiler Central never completed the installation and confirmed that my refund would be processed in 3-5 days; however, I have received nothing. I need to contact my credit card company to see if I can recover the money. Abysmal service. I suggest that anyone in this same situation report them to Trading Standards via Citizens Advice. After reading the reviews, I realise I'm not the only one experiencing this.

Teribile company!! Do not use them!
I booked a boiler installation. I choose the date and they send me a message saying that the engineer has a slightly delay on the "today job", next day they did the same, tird time the same and the last time, 4th time they booked the installation on Friday instead of Thursday and again it was postponed for Monday or Tuesday. After 4 delays I had to ask for a refund and I am still waiting for my deposit. Is been 3 weeks now and it is imposible to contact them because they don't answer the phone and also no replies on my emails about the refund. The worst company do deal with. Looks really nice when on the website they have all full availability for installation, when in reality they have no engineers to relay on. Before you book please read the bad reviews to see how bad are they. Don't understand how they have 4.2* unless they are buying the fake reviews. No explanation.

Avoid at all cost. Complete and utter cow boys. Website says can install a new boiler in 48 hours. Prebooked a boiler installation. Day before installation rang to say the engineer had run over their job for today and could they re arrange for later in the week. Allowed. Day before the rearranged installation date I rang to ensure installation as it was for my 89 years old mother. Rang all day no answer on all lines. Finally got through at 5pm, only to be told that the installation team would ring. Had a missed call around 6pm rang back immediately no answer left a message. At 08.50 on the day of installation they rang to say exactly the same excuse. Cancelled. Also asked why the amount had been taken from my credit card prior to installation as it stated on their website payment after installation.

**** Update 28/10/2025. After 12 days I still have not received a refund, or any communication from Boiler Central. I have emailed the CEO and the Complaints department which is probably the same person. No one has contacted me. There is no telephone number for complaints - only the sales team who state their only way of contacting is via email. Please please please avoid these criminals. Luckily for me I paid by credit card - so eventually the credit card company are liable. This company needs to be shut down.

Do NOT use Boiler Central. I regret it so much. I chose them because they were cheaper. Three years later, there are still problems and the company don't care. They outsource their work and it shows. Here's my story:

I ordered a boiler from Boiler Central's website based on their guidance on what was needed for a house my size

When it was installed, the badly damaged the wall inside and out and put a pipe and the flue incorrectly, at a dangerous height and in the wrong position

After it was installed and when I contacted Worcester to register it, I was informed it was an under-sized boiler for my house

When a properly sized boiler was installed, at the first service, it was found to be dripping inside, causing rust

Then there were a number of other issues, including staff turnover, appointments being difficult to arrange or being cancelled at short notice

With one of the 'professionals' who came out to review an issue, I was told I needed a whole new water tank, which turned out to be incorrect

At the last service done by Boiler Central, all seemed OK - or at least that was what I was told

This year should've been another annual service covered by Boiler Central, but as has happened previously, no one at Boiler Central recognised it

So I went to another company for my annual service and this is what they've put in their service report:
‘Attended site for annual boiler service. When at the property noticed that the flue has been installed incorrectly. It needs to be past the gutter. And when looking at boiler noticed that there’s been a couple of leaks. This is not in good condition considering the age of the boiler. The expansion vessel leaks when boiler is cooled down. And both flow and return connections on boiler leak some times. Recommend that you either get the people back to extend the flue with clip and sort leaks out. Recommend the flue is extended and clipped, the expansion vessel replaced, and the boiler drained down with new gaskets’

I spent a lot of money on a new boiler with Boiler Central and I got told that one issue is an illegal flue installation and it's been like that for 3 years and not once did any of the many professionals Boiler Central sent round to my house pick up on this. How can they be professionals and not know this? The person who did my service showed me that it's in the boiler manual that Boiler Central’s installer signed.

So, now I have a boiler which is 'not in good condition' due to how Boiler Central installed it and serviced it - again using what they claimed to be 'professionals'. And finally, the engineer showed me the back of the wall the boiler is sat on and it's an absolute mess with big cracks in it. So it's been a shoddy installation with an illegal flue, leaks that have caused rust in my boiler when it's only 3 years old and I've spent countless hours back and forth on this and no one in Boiler Central – having emailed the senior people in the company – care or respond.

Please don’t make the mistake I did and get your head turned by price alone, because the actual end cost is so much higher and still costing me today over three years later.

Please save yourself the hassle and do NOT buy a boiler from here. We live in London and had our installation cancelled 3 times over a week. Given excuse after excuse and promised they would show. We ended up cancelling and are struggling to get a refund.

Manager Toni and team should be ashamed of their lack of service.

Please do not purchase a boiler through them. Worst company to exist.

booked in 11 days ago for a slot 6 days ago chased them on the day to find out engineer had broken down fair enough but I shouldn't have had to chase. Booked back in for Tuesday for them to cancel again. booked back in for today to be chasing them all morning for a location on an engineer gave it until 12ish and I've just cancelled installation now as can't trust that they won't cancel again.

Excellent service, great communication, smooth seamless process.

AVOID! Boiler Central is an absolute disgrace and will cause you immense amount of stress. You will be wasting a lot of your time and money with them.

I read Trustpilot reviews before booking a boiler company. They all seem to have their issues and I was hoping to be lucky and not have any. This unfortunately did not happen.

Boiler Central do not let you know that the engineer is not coming on the originally booked installation date. My boiler had been given to someone else on the day, so the engineer could not come. The original engineer showed up though and inspected what needs to be done. They scheduled it for next day which was Tuesday. Another engineer shows up on Tuesday and started the installation. They did not have the flue parts, so we agree the installation is going to be finished on Thursday. The parts were ordered on Tuesday so they'd be ready for Thursday. The engineer did not show up on Thursday. I had to contact Boiler Central, they did not inform me at all that there's any issue or that the engineer is not going to come. They then said that he did not show up because the flue parts are not there yet but sounded like the blame was with the engineer, not them. They could inform the customer, but they choose not to.

Contacting them is a chore. Their on the day installation line is not answered. You have to call them tens of times and eventually you'll only get through if you call the sales team. After three hours of calling them, they still were not able to give me an update about when the engineer is coming. At 4pm someone finally calls me back, but that was someone from another team to my dismay asking me to sign the installation completed documents. The installation had not been even completed. They said they will call me back with an update. Three different people promised to call me back, but nobody did. I also emailed them two times to get an update, but nobody ever answered any of them. They leave you completely alone without any updates or communication what so ever. You'll just wait and wait and wait.

Yet before the installation they call you every single day pushing you to sign the contract. I had to postpone my installation and did not want to sign before certain issues were agreed with them, and they called me every single day asking me to sign the contract. But when the customer is wanting them to stick to the agreed contract, there is no way of contacting them (e.g. they do not answer their phone line).

I have wasted my entire week waiting for them. I was meant to do my bathroom this week, but the boiler installation needs to be carried out first. I am not able to do the bathroom now and will not have time to have the bathroom done until January or February. Thanks to them my family will have no bathroom for months.

The engineer showed up on Friday morning completely unannounced. There was no call , message or email from Boiler Central what so ever. Lucky I was at home as that is usually not the case. The installation was finished around 4pm.
Literally straight away the phone starts ringing several times. Boiler Central calls me and emails me constantly pushing me to sign the completion documents saying that my warranty will not be valid etc. This simply is not true and would be completely against any consumer law. I had not even had a chance to make sure everything is working as should. So no communication whatsoever when customer has an issue, but when they want to pass on the liability, they will harass you endlessly.

The staff on the phone are patronising (unlike when you are ordering the boiler and making pre-sale enquiries), they speak over you and accuse you of shouting to them even if you are not (a well know tactic amongst customer service industry when they want to avoid taking responsibility). They have no consideration for the inconvenience they cause, or the time and money you waste being off work for several days. They do not let you know if something is not going to happen - you wait and waste days on waiting.

Asking a company to do what they say they will should not be such a strenuous task, it should be the standard.

Boiler Central is a disgusting company that could not care less about their customers. They don't even do what is minimum standard. They show complete disregard of their customers.

There are still a few issues to resolve regarding pipework that was pulled in incorrect places, so I will update the review once and if that gets resolved.

Booked an appointment to have new boiler fitted. This was cancelled 2 times because the installer was sick, then had family issues. Asked for a refund ( £550)
They said it would be processed and with me in 3-5 working days. That was on the 7th Oct. Still not received it. Trying to get in contact with this company is ridiculous! I sent a message asking for someone to get back to me, someone eventually did and said they would look into it and get back to me yesterday - no one has.
I urge anyone who has not received their money to contact Action Fraud and the National newspapers . People need to be made aware of this company

Company canvassed my order, phoned me and offered me a deal which I accepted and booked an installation for the following week. But then they cancelled. They cancelled 4 times. So freezing I asked for a refund. 3 weeks later I am still waiting for my refund. I’ve had to use my credit card guarantee. Still waiting. We are pensioners on the priority fuel register. Disgusted.

Excellent service super fast delivery and installation by very efficient lads. Both Mitch & Joe were extremely efficient, friendly and left the place exactly as they found it Couldn’t ask for more 5 Stars all round Thankyou ⭐️⭐️⭐️⭐️⭐️