Heat Pumps Scotland

★★★★★

“Great experience with Heat pumps Scotland. Old storage heaters removed and replaced with a completely new wet heating system, including new pipework, a hot water cylinder, radiators and a Hisa Heat Pump system. The whole experience with the team was excellent. The team were professional and very helpful throughout the process. The new system works brilliantly. Following installation, I was provided with all the necessary documentation, including MCS certification, EIC and insurance paperwork, which gave me extra peace of mind. Highly recommended!”

★★★★★

“update 18th April. Reported to RECC. I now have a noisy rattly pump in the attic connected to a work-around heat exchanger plate. That wasn't in the contract! And yes, the debt collectors still call, still make demands and threats. This is the worst consumer experience I have had. --------------------- update March 2025 In response. Jay, thank you for your reply. To address the points you make, you did mis-sell the product right from the beginning. The fact remains the Air Source Heat Pump ASHP you sold me is not compatible with the Solar Assisted Heat Pump SAHP that existed. Commercially available information states the systems are incompatible, that information existed when you quoted and sold the system. I later found this out by contacting a third party assessor who prepared a report (at my expense). The coil inside the SAHP is too small and creates error messages 'low flow protection' and shuts down. If this was not the case, why did you as a company retro-fit a heat exchanger plate to overcome that problem. The retro-fit was never part of the plan. The photographs you say are not part of the installation. Oh yes the are, the first night the plumbers arrived and installed the wet side. They nipped a pipe with a screw and it leaked into the cupboard. You can see the resultant damage as the expansion tank pulled out of the wet wall and crashed down bending all the pipes. This is your crew Jay, your company, your team but you don't know about these things. You say you want to resolve this amicably, no you don't, you started making rude demands right at the beginning, you said clearly in an e-mail that you were sending the debt collectors around and I would hear from your lawyer. When I asked for your lawyer you told me you didn't need to tell me who your lawyer was. The system was not working yet you decide to throw legal demands without justification or cause. I repeatedly sent in videos and photographs and written reports highlighting the faults but what did you do.... simply said there was no fault and I had to pay in full by the end of the week or you would attend my property and remove goods. Eventually after commissioning a third party company to write a report which highlighted significant failings in the system and approaching the industry trade body did you send an engineer out. He found faults on the system. Your engineer found faults in your system. I have lost count of the number of times engineers came to fix a problems that just kept repeating. I have requested copies of your data protection policy and a freedom of information request to identify all staff and contractors that attended my property. You refused last year and I have again repeated the request formally through the ICO. I have heard nothing back. I am making a simple request, for all information to be sent to me regarding my name and the property address. Notwithstanding, you have released my personal data to a third party debt collector who is now calling me. I have explained the position to them. Jay, is this your idea of customer service. The reason I mention being a police officer is simply to make it quite clear, I am not frightened of you or the pressure tactics you have used from the beginning. The fact remains, you sold a product that technically would not work. It did not work and despite repeated attempts still failed. I had to call in a third party to assess and report on the system. I had to call the trade body to put pressure on you to fix the system.”

★★★★★

“Quite a major piece of work in the house - a ground source heat exchange pump sourced from the nearby river. It works very efficiently and I'm delighted with the product and the service. I would particularly like to thank Jay and Luke for their care and responsiveness. On a domestic installation like this, of such magnitude, I was, understandably, nervous, and I felt very well cared for by the company. I think their customer care is superb, as is the quality of their work, and I would absolutely recommend them. Many thanks Richard”