Ariston Thermo Group
Reviews and Complaints

I bought an ariston fridge 2 months ago. But last weeks I noticed that the fridge didn't have the temperature it should have. So I sent ariston a message about my fridge. The first time I didn't get an answer. After that I sent a few more messages, but again no response...

I had a friend of mine look at it and he thought the thermostat might be broken. He's pretty handy with fixing things himself. Fortunately he was able to replace the thermostat for. He got the part from https://fixpart.fr/fr. the thermostat itself was bought from:

https://fixpart.fr/fr/appliances/ariston/refrigerateur/thermostat.

I'm not happy about the customer service or that my fridge broke down so quickly. I hope they will do something about it. Save your trouble and buy your needed part on the site shared above.

I bought a washing machine 2 years ago (with code attached above) that is supposedly according to your website is rust-resistant. However, rust was found in the door lock, the machine drawer, and initial rust in the body itself. The machine is still under warranty, so we called the maintenance team to look through, and their comment was unsatisfactory. The machine needs a complete body change and accordingly it would cost 4000 Egp. We bought the machine not only for the company is known for its positive reputations, but also has been recommended by multiple users. I hope this complaint finds its right resolver, for the maintenance team did not provide any helpful information nor did any beneficial job in solving the problem.

Pictures attached below...

First off the website is absolute garbage! You can't create an account without approval from the company, you can not reach anyone by phone, and you can't order anything unless you have an account set up. So I ask myself...how concerned is this company about selling any product or having potential buyers look at their website.

After weeks of trying to reach someone to help with setting up an account, we had finally placed an order for a part that we needed. This part is no where to be found to this date. We can not get any information on the order, it doesn't show that it was placed, there is no information on this order at all even though a good hour was spent on the phone with someone we finally reached regarding shipping charges. We did not find out until it was supposed to reach us in a week and a half after placing the order that there is no information or record of us ordering through their website.

If I could give a star, I would not, I would give 10 negative stars!

This company is just crap and a waste of time- I would not recommend it to anyone! >:(

My American Standard Water Heater, a brand owned by this company, stopped working. It was under warranty, and after a few weeks of back and forth with their miserable customer service department, they agreed to reimburse any water heater I buy to replace it. Then I had to hassle with them to reimburse me for the full price of the water heater I purchased, which took complaining to whatever corporate executive I could find online. Once they finally agreed to that, they said the check would arrive in 3-5 weeks. After five weeks, I emailed them twice, but they haven't responded. I am out $1,300, not including what it costs to have the new water heater installed. This is pathetic. I'm about to seek legal help if I don't get an answer from this company soon since this whole process is well documented via email.

Bought 3 Ariston boilers and 3 Ariston Primo Cylinders 2008/09

Cylinder started leaking September 2021.

Spoke to Customer Services at Ariston October 8th 2021 and was asked to send in proof of installation and service records.

Emailed documents which were asked for, and included proof of purchase with pictures of cylinder labels.

Heard nothing for weeks.

Contacted Ariston Customer Services by email again to remind them of the continuing leaky cylinder.

Received email from Ariston January 31 2022 telling me our registration of warranty card had not been received and the product was not covered herewith for any longer than the 1 year standard warranty. It was also stated that by returning the warranty card supplied with the product (Ariston does not accept responsibility for any card that is sent and not received)

Contacted Ariston by email and asked them to reconsider their decision as it was made clear to them that warranty cards would have been posted had they been in the packs.

Ariston Customer Services said their manager was standing by his decision.

After 6 years our Ariston boiler has been getting on fire .So all the checks been done by qualified engineers on time and for some reason was getting on fire , we still have the boiler( central heating) if you need to investigate and take the right measurements to avoid to happen again and someone gets hurt .I sent a email to ariston.ro to explain what was happened and they ignored.

Inaction and procrastination by Ariston Company in changing the heater, which caused great damage, especially with the bad weather and cold water, despite the novelty of the purchase of the device, the occurrence of sudden defect and the maintenance no the need to change. We are notified that the change will take place within two days at most and more than 1 month have passed without any action from the company which lead to real physical damage and a medical report included however we did a Complaint to both the Egyptian judiciary and consumer protection .

I commissioned a qualified gas engineer, Philippe Costa Gas Safety registered engineer No.629435 to buy and install a brand new Ariston NEXT EVO X SFT Gas Water Heater for my home.

The installation completed on 9/11/2020, but the appliance didn't work, no hot water. The gas engineer then reported to Ariston requesting for their technician to investigate.

On 11/11/20 sent their engineer to check on it . The appliance was working in order, but Ariston requested my installer to have the flue rectified and send through images so they could confirm with the technical team if it in warranty.

On 20/11/20 my installer removed the old flue and replaced it with a new one conforming to the correct length as advised,

On 7/12/20 Ariston confirmed that my Next Evo water heater was back into warranty. (for two years).

On 31/1/22 I had a British Gas engineer checking on the appliance as part of the annual service, however they could not do it due to high carbon monoxide. British Gas then requested Ariston to check it out as a matter of emergency.

On 1/2/22 the Ariston engineer came to check on it, I was told verbally that the appliance was working in order, though the flue needed to be extended. Meanwhile I have been no hot water still !

Since then I have made a few phone calls to Ariston Customer Service+[protected] requesting for urgent assistance and clarification about my position as the appliance is still under guarantee.

Today 2/2/22 I was told by Francisco of Ariston that I must get the installer back to adjust the flue in order to be able to use the gas water heater legally. I have not been given a copy of their engineer's report & recommendations.

My boiler has had the same issue 6 times now and they are refusing to fix it this time as they want me to have my system power flushed.

They took water samples the 3rd time they fixed it and no issues with water then.

The same part has now been replaced 5 times and on the 5th time they took more water samples which they now say is causing the same part to fail each time.

After speaking with an independent heating engineer he has said the water in my system would not cause this part to keep breaking down. Ariston now saying my boiler which is only 4 years old is now not under warranty.

I'm Hala akef, bought a washing machine from Maradona ismailia Egypt on 23rd of November, on 7th of December person came from B.Tech Named Mohamed Ahmed to install the equipment in our new apartment, he didn't had any ID of the company, I suspected and called B.Tech, they said it doesn't matter, his behavior was not good, later he installed the machine and didn't show any demo, on 15th of December we shifted to our new apartment, my husband checked the machine to use, and found its damaged from below, immediately we called the customer care to file a complaint, so far no action is taken from customer care, every day, they just say to wait for a call from 9:00 am to 11:00am, we have been waiting whole day since a week, after paying 15500 EGP, still we are unable to use the damaged machine, we want replacement of the machine, or else we take it to legal terms.
B.Tech is useless company with unprofessional service.
I believe your company will respond to it immediately without any further delay.
Please look into it and do the needful.

Dear sir,

My name is Raymond, a consumer of Ariston from Hubei, China.

My wife purchased a set of CLAS X for our House on Oct., 2017, One of asudden it stopped working a couple of days ago.

We called the after Sale service of Ariston immediately, they came up and told us the PCB board was damaged, charged us 1810 rmb without negotiation.

we are feeling bad comparing to our purchasing experience when buying other brands. We doubt your quality is not lasting for 3 years and the over charging of the maintenance cost.

Attached the bill from customer center, I Hope you can give us a proper explaintion about your quality warranty, and over charging on a single pcb board.

Pls feel free to contact me by email or phone as below.

[protected]@vip.163.com
+[protected]

Best regards,
Raymond

I bought and installed a gas heater last February, last week it stopped and I called the after sale service and the visit was scheduled. The technician attended.
I don't know what exactly he did.
He told me that it's the batteries eventhough the existing batteries are new and working "I already replaced them twice before calling the call center to avoid such situation" he tried very hard to convince me that the batteries is the problem while the the batteries are working in front of both of us.

The technician asked for 120.00 EGP as a visit fees. The guarantee is still valid.

Am I supposed to charge a visit fees for for anything in the guarantee.!

Please pay close attention to this matter as I called the call center three times with no response at all.

I have a problem, where I can't find the phone customer service taking it on the level needed, I have installed brand new Gas water heater 6 liters Ariston two months back, and two weeks back, at 9.30 am, the water connection exploded and very hot steam was coming out just after opening the water by few minutes.
The blast was so strong that it hit the exhaust fan and broke it.

please check the attached photo.

I need to talk to a senior person immediately.

Thanks

I bought ariston washing macine about 1month ago, but since I bought it I notes a stranger sound in it and I immediately called the company in amman, jordan to solve this problem so the company visited me and tested the washing macine but they didn't solve the problem and refused to change it with a good one. I bought from ariston company because I trusted with its name (ariston). I will send you a video of the washing macine and I wish to help me and solve this problem

Dear Team,

I want to complain about safety issue regarding a Gas Water heater 6 Litre which i have bought on 05/04/2019 I bought an Ariston Gas water heater (natural gas)from Egypt with Model number : DGI 6L DF NG at B.tech Maadi Branch -Nasr street with Transaction number 63381 with the cost of 1825 EGP.

Unfortunately, your product has not performed well and a disaster might have happened as the product exploded, After i closed the hot tap water the Gas heater did not turn off and after few seconds it exploded and all the internal parts were destroyed.

Keeping into consideration that the warrantee is still active as this happened only after 7 months from buying the product.

When i called the company in Egypt a manager from Ariston called Islam Ahmed
refused to change the gas water heater for me and he just offered to fix it with spare parts.

This is totally Unacceptable as it is a risky and hazardous equipment that i will not accept it at my home again exposing me and my family's life to danger.

To resolve the problem i need either my money to be refunded, or to get another new gas water heater instead.

Enclosed are copies of my records.

I look forward to your reply and a resolution to my problem at the address or by phone [protected].
[protected]@hotmail.com

Thanks

Andrew

We have had ongoing issues with our boiler that was installed just over a year ago. We have contacted customer services by phone and managed to get some repairs done but the length of time it took was unacceptable. We were without heating and hot water for almost 3 weeks. We run a small village pub and for the 3 weeks we were unable to serve food as we had no running hot water. We live above the pub so also had no hot water or heating for our domestic needs. We have emailed the customer services department 3 times now to complain about the poor service and the length of time it took to get our boiler repaired. The boiler is still not 100% fixed. We wish to claim compensation for our inconvenience and the hours spent on the phone and emails sent to try and get this issue resolved. We await the courtesy of a reply - we have had no response whatsoever from the previous 3 emails sent. David Alderson and Rhona Donald

Dear Sir
Ive installed new ariston heaters since less than a year and they are not functioning well, ive logged a complaint in ariston UAE service center on 20th October 2019 requesting to send someone to check them out since they are still under the warranty .

Ive been following up on daily basis for a technician to come over and i keep getting false promises that someone will call and nothing yet!

Frankly speaking i feel very much unfortunate that ive decided to go for ariston brand and im truly shocked with the wreck less after-sale service and response .
As of today the heaters are not functioning and I thought of raising this up to ariaton international hopping that my issue will be resolved

Thank you
Mohammed Al Khatib
Sharjah, UAE
+[protected]

Dear Sir or Madam
Customer Service reference number: 459875
Please see a log below of our recent experience with Ariston running from 13.02.19 to 21.02.19 inclusive. As you will read, it has been an upsetting time emotionally and in terms of the time and money spent in trying to manage the situation, not to mention being without hot water for 8 days. I spent an inordinate amount of time on the telephone, WhatsApp, emails and keeping this log of events - all of which, in my opinion, could have been avoided with a proactive customer service response from Ariston. I spent an inordinate amount of time and money running an electric blow heater to dry out carpets and floorboards as well as changing soaking-up cloths around the cylinder.
We encourage you to read this log carefully with the goal of improving your customer service - the most obvious point being to value the opinion of a professional plumber, provide the replacement tank immediately, and sort out the ‘blame' later, rather than leaving the ‘valued' customer without hot water for 8 days and with a communication battle. I felt that I did all the running. There was never an early reassurance from Ariston; I felt that the initiative to progress the matter always came from me, never from Ariston.
I do think that I deserve appropriate recompense. This is my desirable resolution to my complaint.
13 FEBRUARY
Leak detected and Richard visited 7.30pm said he'd get onto Ariston because there is a fault in the cylinder
14.02
Heard nothing from anyone; blow heater on full in airing cupboard. Tank still leaking despite water turned off. Pools at base of feet front right and back right. Cloths applied to try to soak up - need to be changed regularly because quickly become saturated.
15 FEBRUARY
9.00 Phoned Mandy at Devizes Plumbing. Spoke to Richard who said that it was a fault with the tank and that Ariston should have been in touch yesterday. I said it would have been good to tell me that because when they didn't get in touch I would have phoned them. Gave me reference number : 459875 chihi
9.06
Phoned Ariston. Spoke to Amy Little. She said that the job had been allocated to Malcolm Norman 07502 445804. She spoke to him and said that he should phone me with 2 hours. If he didn't I should phone her back.
10.43
Malcom Norman phoned. Told me to take photos of the leaks and send them by WhatsApp to him, which I did at 1053 and 1055. He said that often the plumbers don't install the boilers correctly, they don't double pad the valve and that he's seen this before. Send him the pics and he'll look at them, make a judgement and get back to me today.
1321 Sent WhatsApp message asking for update.
1435
I left a voice mail asking him to ring me cos I still have a leak and no hot water. No response
14.39
Phoned Ariston. Spoke with Amal who couldn't get hold of MN and left voicemail with Malcolm Norman, asking him to contact me.
1459
Rang Richard at Devizes Plumbing - what do I do? Have heard nothing. He said it was up to Ariston to get back to me.
1603
Rang Mandy. She phoned Ariston and was told the same thing. They'll leave a message with Malcolm Norman and that Malcolm is a sub-contractor with no real loyalty to Ariston. He is the only engineer covering the south west. Asked that if we hear anything over the weekend to leave a message on Devizes Plumbing answerphone system. Spoke to Richard. He said if they come and ask for the 2 port valve it is next to the boiler.
Blow heater on under carpet in to landing. Pools at base of feet front right and back right. Cloths applied to try to soak up - need to be changed regularly because quickly become saturated.
16 FEBRUARY
1127 Sent WhatsApp pic of water damage and asking for MN to get in touch.
11.45
Phoned Ariston. Spoke to Georgia. She left message with MN and said that the next step is to ring the Escalations Team on Monday.
12.25 Received WhatsApp acknowledgement for pics from MN and said will call me later today. Did not.
Blow heater on under carpet in to landing. Pools at base of feet front right and back right. Cloths applied to try to soak up - need to be changed regularly because quickly become saturated.
17th Feb
10.39 Email to Ariston, Cc Devizes Plumbing, as follows:
Dear Ariston

RE: Aquabravo hot water cylinder. Ref. 459875

We are extremely disappointed, to say the least.

We have been without hot water for 5 days with no hint of a resolution. Nobody has taken responsibility for our emergency and there is no sense of urgency. Each is blaming the other and in the meantime we are left without hot water, soggy floorboards, wet carpet and ongoing anxiety and disruption.

We need action. A new tank should have been despatched immediately and the blame game should have been secondary. We have paid a lot of money and waited some months for this favoured tank to be delivered and installed, and we should not be suffering. It's wrong.

Despite the plumber turning off the water supply to the tank it continues to leak. There is brown sticky substance and water leaking from two separate places on the tank: from behind the grey plastic flat circle around the heating element and from behind the grey flat circle on the cold mains in.

We have spent over 3 hours on the telephone, WhatsApp and email to Ariston and Devizes Plumbing trying to get someone to take action. We have sent WhatsApp photographs of the problem and the damage to Malcolm Norman working on behalf of Ariston, which should have speeded up the process by saving him a trip. Twice he promised to get back to us and twice he failed to do so. Malcolm Norman said that some plumbers don't know how to fit these tanks, that he'd seen this before. However, our plumber is Gas Safe accredited, experienced and we know that he is familiar with these tanks, having fitted them many times. Indeed it was he who recommended this very tank and insisted that we wait the couple of months for (delayed) delivery because they are the best.
It should not be up to us to spend so much time on the phone. This should have been resolved last week.

The Customer Service Team at Ariston now tell us that the next stage in this sorry situation is to speak to the Escalation Team on Monday, which we will do. Every time we ring we have to repeat the story and this can only result in more delays. This surely is not down to us; we are the customer who put out faith in Devizes Plumbing and Ariston to deliver and install a pressurised tank fit for purpose. We feel let down.

We are currently spending time and electricity trying to dry the airing cupboard and landing floor boards and carpets, as well as having to regularly change the soaking up cloth at the base. It seems that Malcolm Norman failed to recognise the urgency of our situation on Friday and the weekend scuppered any chance of immediate action by the Escalation Team.

Please ensure that a new tank is despatched as a matter of urgency on Monday morning, 18th February 2019, while your deliberations continue. And contact us and Devizes Plumbing straightaway on 01380 721234.

The bottom line is we need a working tank now.

Yours sincerely

Brian and Sue Fisher
3A Great Western Close
Devizes
Wiltshire
SN10 1AQ

Landline: [protected]
Mob: [protected]

Cc Devizes Plumbing

16.01 Missed call from Malcolm Norman. 17.47 Left voice mail apologising for miss and please ring asap
Blow heater on under carpet in to landing. Pools at base of feet front right and back right. Cloths applied to try to soak up - need to be changed regularly because quickly become saturated.
18th February
0853
Telephoned Tracy Savage on Escalations Team. She asked me where I had sent the photos because she had no record. I told her Malcolm's WhatsApp account. She asked me to send photos to her, which I did. She read my email. Sympathetic; have we children in the home? No, but elderly mother. Will look in to it and get back to me before 11.00. Said she needed certification paperwork from Devizes Plumbing so that she could carry out due process and that she was going to ring Devizes Plumbing. I told her names of people to ask for : Mandy and Richard
1023 Malcolm Norman rang. Said that he had looked at the pics and it looked like a fault with the tank. Told him that I had spoken with Tracy, he told me to say that he had visited 3A Great Western Close - our home address. Said that he would speak with Tracy in the next 10 minutes.
10.29 Malcolm Norman rang again. Said that he had spoken with Tracy and Laurence of Escalation Team and that he had given them the go ahead to send a new cylinder to 3A. Reiterated that I should say that he had visited. He said that he had told Ariston that it would cost them more for him and his mate to come and fit it that it would them pay Richard. He said that we would incur no further cost.
11.00 Tracy rang back, as promised. Said that she had been given the go ahead to order new tank and that it would be delivered to Devizes Plumbing, not to us in order that she complies with due process. They have to be delivered to Gas Safe experts. I asked who would fit and she said it was up to Malcolm Norman and Devizes Plumbing to work it out. I told her that MN had told me that it didn't make sense for him and his mate to come all this way, that Ariston should settle with Devizes Plumbing. I asked her to confirm that we would not have to pay again. She said that she had asked the question but had not received a reply; she would ask again. I told her that I would not be paying again. She said that Malcolm Norman or Devizes Plumbing will get rid of old tank but for me to insist upon it and Ariston do not want to see the tank back with them.
She said that Laurence and/Devizes Plumbing would ring me to update on progress of reorder.
She is going on hols to Australia on Wednesday and will ring at 1100 tomorrow to check on progress. Neither Laurence or Devizes Plumbing rang…
14.10 I rang Devizes Plumbing. Kimberley said Mandy out at lunch
15.15 Mandy returned call. Tracy had been on phone this morning and Mandy had to email copy of paperwork and was asking about Richard's day rates. I said that Tracy had said that we would get a replacement despatched probably tomorrow, that they hold stock. Mandy said that she would clear Richard's boiler services for a Thursday refit. I told her that Tracy is ringing me at 1100 tomorrow and that I'll update her.
Carpet drier but boards still swollen. Airing cupboard doors hard to close over carpet. Pools at base of feet front right and back right. Cloths applied to try to soak up - need to be changed regularly because quickly become saturated.
19th February
11.00ish Tracy rang to say that the tank has been confirmed as due to be despatched, on express. I asked was it definite that it would arrive tomorrow so that Richard could fit on Thursday. She wasn't prepared to commit, saying that there were many steps in the delivery chain. She said fingers crossed and said that she would inform Devizes Plumbing of situation so that Mandy can reorganise Richard's schedule for Thursday.
11.30 I reported above to Mandy at Devizes Plumbing; she had not had any contact from Ariston.
15.20ishTracy rang again to say that the delivery would definitely be with Devizes Plumbing tomorrow. Said that she had tried to ring Devizes Plumbing but that their line was engaged. Said she would try again.
16.18 I rang Devizes Plumbing spoke to Mandy just to be sure that she knew what was happening. She thanked me for ringing because nobody had been in touch from Ariston. She would reschedule Richard's work sheet. She said that she would ring to confirm delivery tomorrow.
Blow heater on under carpet in to landing. Pools at base of feet front right and back right. Cloths applied to try to soak up - need to be changed regularly because quickly become saturated.
20th February
Husband spent good hour emptying laundry from airing cupboard and dismantling shelving.
1320 Mandy from Devizes Plumbing left message to say that tank has arrived from Ariston and that she is rearranging Richard's schedule so that he can fit it tomorrow.
Conclusion:
1 week and 1 day without hot water.
1 week and 1 day of anxiety and disruption
1 week and 1 day of boiling kettles to wash and do the dishes.
I week and 1 day of moving blow heaters to dry out soggy air cupboard boards and landing boards. Airing cupboard doors will still not close easily.
1 week and 1 day of regularly changing and drying cloths as cylinder continues to leak.
21st February
9.30 Richard of Devizes Plumbing arrived with cylinder. Fitted and working again.
22nd February
Floorboards beginning to return to normal. Airing cupboard doors almost close easily.
Today 23rd February
As 22nd.

I bought an Ariston Dishwasher from Egypt where I called the authorized dealer in Egypt "B Tech" to instal it in the kitchen. The representitive arrived on 19 Dec 18 & approved the gurantee but didn't attach the hose of the washer to the tap saying that there's a problem in the tap. He told me just call the blumber & replace it then attach the hose & it'll work. I called the blumber, replaced the tap but couldn't attach the hose as he said the problem is in the hose of the dishwaher not the tap.
Called again "B Tech" explained everything & arranged a date to instal it on 26 Dec 2018. The representative installed it & started it for the first wash cycle, just after 1 min the hose leaked & water was everywhere in the kitchen! Then tried it to another tap to confirm the problem. Still doesn't attach proberly. Then he told me that the hose is coming out directly from the motor. So we'll replace the dishwasher within 48 hrs.
Expected a followup but nothing then called the "B Tech" customer service they told me they will call back on Saturday "today" as they are off on Friday. As usual no calling from them. I called them today asking about the update. They told me that they will followup with me tomorrow to "REPAIR" not change the dishwasher. I told them I don't want to repair it I want to replace it. The lady answered me told me she don't have an authority! So I told her I don't want it. I want to return it back & get my money. I don't want to deal with such a company like "B Tech" & I'll never treat with them. Also had a negative reply..
Now it's almost 2 weeks since I bought this dishwasher & till today I can't use it. Even they don't want to replace it. It's not my fault that the hose is not working properly & I just want a new product working properly or return it back.
Note. Now in my priority to return it back & get from another dealer to avoid dealing with "B Tech".

My machine is like 8 years old, lately I realize that sometimes it does not fill water enough, mostly in the big washes, and then when it throws the water out, all its buttons on the board are blinking together, so I stop it immediately and start the washing program again, sometimes it accepts and continues the cycle, othertimes, it again does not take enough water and again blinks when pushing the water out, I dont trust the technicians that much because they can ruin the machine and I Need first an Explanation why sometimes it happens and other times with smaller cycles it does not happen, but also not always, as sometimes it happens with smaller cycles too. I called the technician he said have a look at the water pipe maybe it is bend, but if so why sometimes it fills water as always and other times not, I did not check the water pipe yet, as I dont see a logic in this matter. Kindly advise, as I am Standing next to it most of the time to see when throwing the water out will it blinks or not to stop it immediately.