SALUS Controls Reviews 337

Great service from Joseph C in identifying the issue with my controller and providing me with clear instructions on what to do to resolve it.

I emailed salus when my thermostat started to play up and received fantastic customer service until the issue was resolved. I was in touch with Joseph who stated in touch with me as he diagnosed the problem, recommended a new thermostat and helped me connect it correctly. I am so very grateful and can't recommend this service enough, very helpful and didn't give up, fantastic

First class support by e-mail to resolve historic low signal levels. The company support was excellent and after patient and progressive consideration of the system connectivity all issues were resolved and our system is working perfectly. A big thank you to all of the Salus technical staff.

First class service from one of your guys
Knowledgeable and friendly
A big thank you from New Zealand cottages
👍👍👍

Joseph and the team responded to my e-mail technical query within minutes, not the usual days. Jospeh was quick to diagnose the problem and was able to confirm I needed a warranty replacement part. Even though I was not sure about the warranty date this was confirmed for me and a replacement is being sent. This experience is by far superior to what we come to expect from many online support teams and I want to praise Joseph and the team for friendly, quick and efficient service. The result - one very happy customer - Me

I bought a new build property in December 2020 .The properties central heating system is controlled by SALUS TRV31LS0'S. A week or so ago i discovered one TRV has half of the internal mechanism missing. On contacting Joseph Creffield of salus's technical team he was quite willing to blame the builder's plumber and he also accused me of tampering with the valve. He also added that because the house is nearly 4 years old the problem is nothing to do with them.The fact is they have supplied a valve that's not fit for purpose.It seems once this company has your money there's no after sales service what so ever.Not a jot of assistance was offered by Salus.

Further on from my original complaint and Salus’s reply.

It seems SALUS are so lacking in intelligence they can’t grasp the fact I’m complaining about one valve in particular ,as per my original complaint above ,with half the valve missing.
The other 4 have the STOP missing which is a small piece of plastic which stops the top half becoming detached from the bottom half of the valve

READ AND UNDERSTAND THE COMPLAINT BEFORE YOU REPLY

Further on.

As you state in your reply " Obviously it may happen with the odd one""

Obviously this is the odd one i'm complaining about

Another one for "outstanding customer service".

I was having problems with my 10+ year old iT500 - intermittent connection to the Internet, dropping in and out. Back and forth with support, got it to stabilise - but then, Friday evening, it died completely. Back to support, and I had a new gateway supplied, installed and configured by Tuesday - for no charge.

Given how awful customer service is from so many companies, I really can't complain about that.

(And special thanks to Joseph!)

Update 14th November: The unit purchased RX10RF was faulty and a replacement has been now received (although getting delivered to Rep of Ireland from UK was not straightforward. It appears to now be working.

Having raised the below review, we did receive better support and eventually the problem was resolved. Therefore I am improving the review score from 1 star to 3 star

Regarding the actual product, we still have to wait and see how it performs over the next few months.

Previous review
We have issues with the htrs-rf30 not controlling the RX10RF even though they are both connected to the gateway.

We raised a ticket (#50505) on the 25th September. We had two responses to our ticket but have not received any further information since the 27th September even though we have sent numerous mails. It is now the 28th October.

We raised another ticket (#51499) on the 14th October which has been completely ignored.

Avoid this company, spend your money elsewhere.

The control does not work tried chat advised to go to you tube ! and there for the model I ahve there are nto you tube instrucitons. Unable to supply instrucitons.
So far took several frustrating days of several hours to try to get the wifi to pair - it is NOT A SIMPLE and does not match any of the you tube instruction for similar models.
Does not actually turn the boiler off you have to rely on lowering the temperature at times when you do nto want the boiler to work so effectively you will run your boiler 24/7 and 7 days a week.
Faceless not just poor support NO SUPPORT
Do not buy will cost you a fortune in gas bills

Outstanding customer service.
Salus iT500 Gateway gave up after 6 years of working perfectly. The heating still worked with the thermostat, just not the App. After contacting them, they posted a replacement immediately. It arrived 1day later, everything now works perfectly. Wouldn't hesitate to purchase further Salus products 10/10!!

Salus RT520TX thermostat had the gremlins after working perfectly for 4 years ,contacted Salus Technical Support who diagnosed replacement thermostat required which was dispatched . Outstanding customer service, enquiry dealt with quickly & new thermostat arrived in 48 hours

The salus support team helped me to sort the little issue of my thermostat.
Thanks a lot!!!

After moving into a new home where a SALUS smart home system was already installed I needed some assistance getting the system set up. The support team at SALUS were very helpful and with their help & guidance I was able to get my system up and running.

The new breed of Salus controls are absolutely brilliant, they’re made really well , perform brilliantly & are reasonably priced. The back up & support is also great & they are now our go too choice to fit for our customers.

Having changed broadband provider and being disconnected from my email server i was unable to control my heating.Salus technical support Joseph C reset my device and also pointed out my gateway was offline. Having reconnected the gateway and registered with my new email the system worked perfectly.
Thanks to a very efficient Salus technical support.

Thermostat had stopped working and I was in the process of buying a replacement. However, I contacted Salus to check the correct replacement for my one and Joseph C (Support Team) told me that is was probably still covered under warranty!
Provided various details to him and he arranged for a replacement to be sent to me FOC!!
Excellent service!

I was disappointed when we needed our heating to find that my app was not working. I was helped to sort it out by a kind chap who explained things to me as I am not a tech person. He made it easy and I would never hesitate to ask for help again.

Had to contact them almost as a last resort, We recently moved into a property not realising that the rech geek clown who sold it to us had removed the batteries from the (required) remove boiler control. The people who cover & service the boiler were about as much use as a chocolate teapot. But Salus were excellent & guided me through the process of retaining control & getting some heat into our home as he head towards the colder times of the Year.

Fast response to query - advice worked and enabled us to continue working. Impressed thanks.

Prompt response and solution to our problem - much appreciated