SALUS Controls Reviews 348

Prompt reply from Joseph. Problem solved after following advice. Thankyou

Excellent advice, help and follow up.

I cannot activate the gateway. Ehen I am lucky the app finds the serial number of the gateway - in most cases the app will not find this number. If i am luck then I can complete the requested data but I am not able to activate the gateway as the app aleays tell me I am out of the 2 minute window even when I know I am within the two minutes. IT support is always busy so no chance to solv the problem. I deeply regret I have choosen Salus controls

My salus thermostat stop worrying after 1yr & salus thermostat sales with 2 years warranty but no joy with customer service
My ticket no 36011

Awful customer service, programmer/thermostat (RF510), won't switch boiler off when required temp is reached. Salus customer support is non existent. Do not buy a Salus controller.

Thank you for your reply to my email re bad IT Support. I beg to differ with your reply you must know that if the internet is not connected to the thermostat and the thermostat is switched off you cannot operate the heating, neither can you operate it via the app, as the app keeps saying there is a “network error” as the gateway was flashing red I.e. not working. So how can you possibly operate the boiler in this situation and why did the password suddenly become obsolete and we had to put in a new password before it worked!!!

Yours disgruntled John Taylor

Your previous bland response to my review ended with the words “we can only apologise for the inconvenience”.

How wrong you are……
1. You can overhaul or dispense completely with your “Sally” bot. It is a total waste of time and only increases customer frustration and annoyance. It is really terrible!!!
2. You can add a bulletin board to the front page of your website, where you can advise customers of any ongoing or expected system outages or issues.
3. Create a distribution list made up of all your customers’ email addresses. This could be used to fire out a single email advising customers of any issues.

These are very simple suggestions which, if implemented, would go a long way to giving customers the small impression that their custom is valued.

Do yourselves and your customers a favour.

What went wrong this time ? !!!!
It’s always going wrong.
I would never recommend this service to anyone.
I took over at a community centre a year ago, as a volunteer.
The system was already in place.
I’m surprised my predecessors installed Salus after its poor review marks ( 2.3 out of 5).
I’ve encountered numerous problems, the most recent being that I can’t get onto the app.
It comes up with ‘ incorrect email or password’.
That is so infuriating!
It’s all well and good Salus pasting the same replies to the same comments I am posting that you can reset or turn in manually on the thermostat, but try doing this in a community centre with different rooms needing different needs !
It’s bad enough doing it on the app from the comfort of my own home on the app as it’s so slow.
No support whatsoever.
This is my current gripe with Salus, as well as them asking me to migrate to new app which is also impossible.
Believe you me, I’m looking into another provider.
If you raise a support ticket, you are lucky if you get a response.

I have the Salus IT500 wireless thermostat for my oil boiler. I have found this to be really easy to use and to programme in a timer schedule for the boiler to turn on and off as needed. The app for my phone is really handy and allows me to control the boiler from my phone, and allows me to turn the heating up if I want to so that it's nice and warm when I get home.
I recently had a problem with the thermostat, I emailed their technical support who came back to me the next day with a solution to re sync the thermostat which worked.

I can only agree with the other reviewers that support from Salus is appalling. The bot is completely useless. No response to my request for a support ticket. No phone support for individuals. No phone numbers on the website (if you want it, it is 01226 323961, but it won't do you any good). I eventually emailed the sales dept. who informed me pretty quickly that the problem I was experiencing was to to failure of the Salus servers and that engineers were working hard to get them back up. Two stars for the sales dept., none for the remainder of Salus.

Salus IT 500 has worked without fault for 4 years then it all fails in early November it kept stating no internect connection but it is connected,after numerous emails it resolved itself now today december 12th its off stating no connection again, I have emailed without reply this product is now not providing the service it should and is a complete waste of time, I will have to purchase a more reliable brand that functions correctly

Cant Connect AGAIN to the APP via my phone!
This is one of the Main Reasons I purchased this Control System!
SALUS this needs sorting ASAP!
I need to be able to control my heating when I am away from home.
All I have now is an expensive thermostat!
And I can't contact anyone within your Company!
Not Good!

Absolute rubbish Support and no IT connection
Absolute rubbish, Their IT500 internet control system fails as the server is normally faulty. IT help only via email either says we know there is a fault just keep trying or IT are looking into it. Clearly they never do since they never fix it. Buy something else that works.

App doesn't always work. Depends what time of day you try and use it. Problems trying to log on, especially in the evening after 5pm Cannot control my heating via the app. Takes umpteen attempts to log in. To me that suggests app cannot cope with customer base. Purchased this control for app control as disabled. Company needs to sort ASAP. Has been a problem for me since November 2023. Make a complaint and once they have provided a response even if that is a general response they close the ticket even if they have not sorted the problem. Not acceptable. Being told the room thermostat can be used to control the heating is just not acceptable. Not what I paid for. Get it sorted please.

Really responsive support team. Problem was resolved quickly and painlessly. Well done Salus (and Joseph C).

The person who installed my boiler had trouble setting up the thermostat and left me hanging. Salus support was amazing, gave me super simple step by step button pressing instructions and it works perfectly! What a difference it makes to wake up warm. Thanks team!

Prompt response to my query, and fast service on my replacement part.

Controller stopped working so had to raised a support ticket, support responded a couple days later and their suggestion worked so controller now working.
Very pleased with their response once support ticket raised.

Amazing experience with Salus. I had purchased Salus Controls RT520RF Wireless Thermostat with 5 years warrenty. I set it up myself (DIY) and it was working absolutely fine. After 4 years, the transmitter started to malfunction. Raised an issue with Salus Tech support and after verfication they sent a replacement in couple of days. Very pleased with the product & their service.

I had a Salus RT310i room stat fitted 4 years ago. It has been nothing but trouble. It has stopped working yet again and my original supplier/fitter couldn’t make it work and found Salus’s technical team ‘unhelpful’. A second qualified heating engineer couldn’t make it work either. The 5 year warranty I was shown by my fitter/supplier is time consuming to claim on and difficult to understand. My Salus room stat was definitely not of satisfactory quality, fit for purpose and as described. I couldn’t wait any longer for it to be mended or replaced so fitted another make of room stat that does work, is easier to use and more accurate.