Thermal Earth Ltd Reviews

DO NOT CHOOSE THERMAL EARTH

I waited until moving out before writing this, because what my family endured over two winters was unacceptable — and the responsibility for that lies firmly with Nick Salini, director of Thermal Earth. We bought a new-build on the Aspen Grove estate in Rumney, Cardiff in November 2022. As winter temperatures dropped, we had no heating and repeatedly lost hot water. The radiators were stone cold. Not “low temperature” completely cold. This continued across two full winters. Apprently, I was the only person on the estate with this problem - which was just one of the lies I was told. Our energy supplier at the time, Sero, repeatedly reset the system, which would temporarily work for a day before failing again. When I was eventually put directly in contact with Nick Salini, I was told there were “no alarms” on the system. When an engineer attended to carry out the heat pump service, more than 60 stored faults were found. According to Nick Salini these were from installation. For two years, despite repeated reports that we had no heating, no decisive action was taken. I requested service reports multiple times and they were not provided. I was given system data that could not possibly have reflected the reality of my property while we were living in a freezing house. It ultimately required the estate management company to physically intervene to get an engineer sent out. The fault was a failed weather compensation unit, a fundamental component that prevented the heat pump from increasing water temperature as outside temperatures dropped. In other words, the system was incapable of heating the house properly in winter. During this time, we were forced to rely on electric heaters and the boost function simply to survive, leading to a £543 electricity bill in one December alone, despite having no functioning heating system. We endured two freezing winters with two children under five, one of whom is autistic and struggled to understand why he had to sleep wearing a coat. Mr Salini was aware of our circumstances. There was still no urgency, no accountability, and no meaningful support or compensation offered. In my experience, this was not just a system failure it was a failure of leadership and responsibility. The prolonged inaction, denial of faults, and refusal to properly address the situation sit squarely with the director. I would strongly advise others to think very carefully before placing their trust in Thermal Earth. Nick Salini does not care about his customers, all he cares about is the money in his pocket. IN RESPONSE TO YOUR BELOW MESSAGE: You did not respond promptly. You allowed my family to endure two entire winters without proper heating. Do not attempt to rewrite history. The “hot tub” you are referring to was a Lazy Spa — inflated at the beginning of summer and packed away at the end of summer. It was temporary and seasonal. The other appliances you mentioned were electric heaters. We had no functioning heating system, and you are fully aware of that. We used those heaters out of necessity, not luxury. This has never been about money. Your continued lack of action directly affected my children. That is something I take very seriously and very personally. I do not wish to receive any further correspondence from you!!!

Having been good in the past I am now…

Having been good in the past I am now really disappointed with getting absolutely no responses from this company when trying to fix the issue of online access that would allow them to check details on the heat pump that they sold into my premises when it next fails (as it has done twice previously). Feels like if it’s not a new sale then no interest … In response to your reply, please check your emails with ref SOR007869 spanning period starting 03/04/2025 with Charlie (who was very helpful in managing my purchase of a replacement part) through to 16th April 2025 where Daniel repeatedly failed to respond on both phone calls and emails and still hasn’t responded (even after I copied Charlie in after several attempts when questioning if Daniel still worked at Thermal Earth) Update after contacting ThermalEarth after the invitation to re-engage: I spoke with Nick who made best efforts to resolve the issue and was communicative. In the end it was Chat GPT that I got the solution from but appreciate the effort made Nick at ThermalEarth even without the technical knowledge of what was the likely cause of the issue (it was actually due to the heat pumps using old tech half duplex network chips that don't shake hands well with modern broadband routers that expect full duplex and the issue was resolved by inserting a basic ethernet hub between the two).

Excellent staff communication with no sales pressure allowing me to make an informed decision. Well done

Well over ten years ago Thermal Earth installed a heating system to the ground and first floors of our Barn Conversion. This included laying of insulation, pipework loops and liquid screeds. A borehole Ground Source Heat Pump was selected, the equipment being of the best quality including Domestic Hot Water. Its operation has been faultless and inexpensive to run. Thermal Earth are still in regular contact to arrange annual service checks. These are carried out efficiently by friendly helpful staff. This firm has recently replaced a water damaged Heat-pump system for a near neighbour, the original installer being totally uncooperative. I am so pleased that the new equipment has the same manufacturer as our system, and that Thermal Earth is still around to guide us, having recently moved into bigger premises.

Great service from the engineer who helped us with our heat exchange unit which needs a new part. Our biomass boiler is regularly serviced by Thermal Earth engineers who has always been efficient and extremely capable.

Great service on site with knowledgable and friendly engineers. Always help to improve the running of our heat pump system. Missing one star as you are required to pay for engineer mileage and I live far from their base, so often adds noticeable cost to my bill, so will consider local providers too.

Excellent service

Recent experience of dealing with Thermal Earth have been excellent. A service on our log biomass boiler this week carried out by Dan was very thorough and he helpfully showed me settings and features of the boiler that I didn't know existed even though we have had the boiler 10 years. We have used a number of different companies to do the service over the years and this was the best and most comprehensive yet. The engineers in the office were also helpful with technical enquiries last year. Would recommend this company.

Daniel did an excellent job of servicing our solar thermal system and left everything neat and tidy. He was very friendly and inspired confidence and took the time to answer all my very many questions etc. We would definitely recommend him. Thanks so much! V and B Hamilton

Excellent Solar Thermal Servicing

Daniel from Thermal Earth did an excellent job servicing our solar thermal system and left everything neat and tidy. He was very friendly and inspired confidence and took the time to answer all my questions and gave very useful advice. We really appreciated the service and would highly recommend him. Thank you so much! V and B Hamilton

Servicing of our air source heat pump

Dan our engineer arrived early due to a cancellation but informed us ahead of time . He was excellent, efficient and very informative.

Awesome company with awesome staff

In 2023 we were let down and nearly lost our substantial deposit with an so called national company. So we researched very carefully to find a solid and reliable company to install an air source heat pump, solar panels and batteries and found Thermal Earth. The install was smooth with every detail carefully planned, all certification was applied for and approved before commencement of works. Every member of the Thermal Earth team during the install and subsequent services have exceptionally professional with pleasing personalities. It would be good to single out individuals for praise but the company seems to have the knack of attracting the right staff and keeping them which strongly suggests that they are as good with their staff as they are with their customers so I have to praise every member of the Thermal Earth team. Without any doubt whatsoever I would recommend Thermal Earth to anyone who wants to invest in renewable energy resources.

Thermal Earth GSHP

Thermal Earth installed our MasterTherm Ground Source Heat Pump with a desuper heater for hot water along with underfloor heating throughout the property in 2016. The installation was challenging as the property is a renovated water mill. It works perfectly. Since installation Thermal Earth have diligently carried out the annual services and have attended to any minor issues promptly and effectively. They are professional and courteous to deal with and keep themselves up to date with any new developments in the industry. I absolutely recommend Thermal Earth.

Absolutely top drawer service

Absolutely top drawer service, the engineer really knew his stuff and has massively improved the output on our Solar Thermal System (more lovely hot water) Very considerate of our home and took great care when bringing tools and equipment into the house. Can’t recommend Thermal Earth enough AAA***

Excellent!

A really good experience all round in the fitting of a new ASHP system, while working with/around an older and highly complex existing system. The engineers, Dan and Jack were fantastic - nothing was too much trouble and they took extra care to make sure we fully understood what they were doing and why.

Perfect, reliable, friendly

Fabulous, reliable, friendly company suppliers of quality ground source heat pumps, we've had ours 9 years, love it and this company

The commitment of the staff is above…

The commitment of the staff is above and beyond. Every step of the process was professional and human. Makes me feel part of the Thermal Earth family. Diolch yn fawr!

Jack and Dan during my ASHPump service…

Jack and Dan during my ASHPump service were extremely polite and professional— I have used ThermalEarth for 17 years and I have the highest respect for their Customer Focus

First class engineer

Dan F came to do a routine service of our air source heat pump. But he also rectified issues we’d been having with our underfloor heating. All done with no fuss and with helpful explanations along the way. A first class engineer - and very professional.

Daniel the thermal earth engineer was…

Daniel the thermal earth engineer was excellent, really informative, found out what the issue was and sorted it Top guy!

Dan F provided a great service…

Dan F provided a great service efficient and on time . He explained things and allowed us to ask questions . Thank you

Excellent annual heat pump and solar service

We’ve had our heat pump and system from Thermal Earth for over 12 years with regular services. Todays was done by Dan F and was excellent. He had a friendly and very informative manner and gave the systems a thorough check, topping up fluids where necessary. Clearly very knowledgeable and willing to share information on how to get the best out of the system as well as potential improvements to consider. Excellent!

Thermal Earth = very, very efficient and friendly!

Thermal Earth came to service our GSHP heat unit last week and were on time, very efficient and very friendly. Dan F was the service engineer and did a very good job! Thank you very much and see you next year! Gavin

Brilliant service

Dan F recently come to do our first service on the heat pump & water tank since moving in and he was friendly and knowledgeable and give us some much needed advice on how to use it in the most affective way! Really happy with the heat pump over all, it’s quiet and saving us much needed £’s!

Very happy customers for over 9 years now.

Thermal Earth installed our Mastertherm GSHP in 2015 and we’ve been very happy with it for over 9 years now. It was quite a complex retrofit, replacing an existing biomass system. The heat pump has kept our house warm whatever the weather, with low running costs. It’s been reliable and the service engineers, most recently Dan F, have been excellent.

Very professional company

We have had a Thermal Earth ground source heat pump for our 200 year old house for 4 years. The support we have received from them during the installation and subsequent annual services has always been 100% professional. They also installed an air source heat pump for our swimming pool. This has proved to be a very efficient addition.

I had a ground source heat pump, underfloor heating system, solar panels and a battery storage system installed by thermal earth. Tony and his team designed the system and I can only praise his work force. From the bore hole drilling team to the electricians and the plumbers. They all know their stuff and have been professional, helpful and gone that little bit extra on site on little things such as hiding cables and pipes to make the installation as tidy as possible. The system is up and running and appears to be working well. So it’s a big thumbs up from me to Tony and his team.

Excellent renewable energy family run company. These guys are subject matter experts in this market. Have 2 separate renewable energy systems from them and can’t fault their pricing, installation and after sales service. Wouldn’t go anywhere else.

Had a system installed works brilliant we found everyone so nice to deal with, nothing was to much trouble. The aftercare has been faultless and very responsive always leaving us knowing everything they have done. I couldn’t recommend them highly enough.

STAY AWAY FROM THERMAL EARTH I very strongly suggest you look elsewhere, Thermal Earth are a disorganised and frankly rude bunch of cowboys for want of a better term. They have royally messed up our install and are unresponsive to our concerns. Their office do not communicate with each other, that is when you can get hold of someone. They sold us the dream, and delivered a nightmare. If you specifically want Mastertherm, there are much better and more reliable installers around. Walk away, it will be the best decision you've made today, trust us.

Thermal Earth installed a GSHP for us a year ago. It’s been great to have spent a warm winter and to be rid of oil consumption and wood burning. With complex installations coordination and meeting timescales can be challenging but they managed pretty well. The individual installers are knowledgeable and friendly. The plumbing work was some of the best I have seen and the commissioning engineer was brilliant. Despite the pressure of work around the ending of the RHI they managed to create the installation within the time they said.

A ground source heat system was installed at our property over the summer by a team of highly skilled and knowledgeable workmen from Thermal Earth. Their customer service from the outset was excellent with Sam Kelly in particular providing sound advice and guidance in terms of the most suitable system for our needs and budget.

My ground source heat pump was installed by Thermal Earth a few weeks ago and I can’t fault a thing. Installing a heat pump can be quite a project but the team at Thermal Earth kept me updated and reassured about the process and steps involved. I opted to pay a bit more to use their in-house electrician which made everything so much easier to manage as I only had one point of contact and they coordinated everything between them.

Hi Nicola I just wanted to say thank you to you and the service technicians who have attended our air source heat pump, particularly Daniel who went to great lengths to diagnose the problems and test the system on both visits. The fact that you were able to get someone out to us on the same day on three occasions is truly great customer service. Also I wanted to let you know how much I appreciated your response last evening – I didn’t expect one until this morning as it was well outside working hours. This was above and beyond anything I could have reasonably expected and thank you for your dedication – it certainly reflects well on Thermal Earth and MasterTherm. Best regards Jim

Thermal Earth have installed an air source heat pump system in a newly built annexe. They have been totally professional from start to finish and could not have been more helpful along the way. The guys who came to install were efficient and very knowledgeable and left everything clean & tidy. Could not recommend enough.

I got in touch with Thermal Earth to talk about renewable options for my not yet built house and I have to say they were very helpful. I spoke to Chris who talked me through the various options and it was refreshing to have an honest opinion on what would be best for me! I have not got to the stage of requiring an install but I hope to start my build next spring and I will certainly be back in touch to look into options in more detail.

The installation of a ground source heating system started in March (2020). installing a new system into our Grade II listed farmhouse, with no previous heating system was no mean feet. But thermal earth took it all in their stride. We initially had visions of surface mounted pipework snaking around the house. The boys were brilliant. They took time to work out, with us, the routes they could take trough the house. All the pipes upstairs have been put under the floor boards, and with a coupe of level changes they dismantled a set of steps to feed the pipes underneath, and feed them through another staircase and cupboards to get to where they were needed. Pipes were dropped down to the ground floor rooms as inconspicuously as possible. We have original plaster moulded coving in all the downstairs rooms and we were worried that these could be damaged-we needn't have worried. it was done so carefully that none were damaged at all. The company worked with us in the sighting of the radiators and worked around the layout of the rooms, increasing or decreasing the size of radiator as necessary in order to have the correct capacity required. There is only one radiator that I find a little unsightly, but out of 19 that's not bad and I can live with it! At the end of March the Covid -19 lockdown hit and installation stopped with us not knowing how long this would go on for. The company kept in touch and at the end of May we agreed for them to come back to completer the work with strict social distancing measures and hygiene in place. On the Monday morning the digger arrived to start the ground work outside, the boys came to finish the pipework inside and install the heat pumps (magic box!) water tanks, electrics etc. by Friday 1200 meters of piping laid in the ground and connected. The ground was put back and you can barely tell that anything has been put in the ground. Apart from a hedge bank that had to be removed to take the pipe run into the field behind the garden (Credit to the digger man - totally recommend him to be used by the company again) The system was turned-on, on the Friday afternoon and I was amazed that the pipes heated up with in 1/2 and hour! They showed us how the system works and set temperatures etc. The following week they returned to finish off, replacing the floorboards, and carpets and filling in holes in walls and generally tidying up Through out this process the staff have been amazing. Very neat and tidy workers. They cleaned up, putting floor boards and carpets/ mats back in place and hoovered every night, an absolute pleasure to have them in the house, extremely professional, polite boys a credit to the company. This system will hopefully reduce our electricity usage and reduce our carbon foot print. We are a dairy Farm and the company we supply our milk to, is keen for us to reduce our carbon foot print as a step towards a more sustainable production unit, and a sustainable product. Thank you Thermal Earth for a pain fee installation process.

I gave them 1 star because the system would not allow me to give less. 1 star is to much. We started building our dream bungalow in 2009. It had be our dream for many years and this company turn our dream into a night mare. They fitted our under ground heat source system. (I should say tried.) For the first year we only had Luke warm water. They came many time over the 1st year promising to put it right but only after us seeking legal advice did they then change the heat pump. Every year the system would break down. On top of that instead of the £400 to £600 a year to run. our electric bill was £1800 a year. I could write a book of the bad way this company has treated us. If anyone are having problem with this company at the moment please get in touch with NAPIT. This we did not know we could do at the time of having it fitted. We new all the time that there was a huge problem with the system but just didn’t no what to do. They would tell us it was wear and tear and that they system was working fine dispute us having cold rooms. We have now got another company putting the problems right Which we should have done years ago. we had years of stress and heartache because of them not playing fare and not putting right what they had done wrong.

Thermal Earth came and changed my heating system to a heat pump. The installers were really polite and couldn't be more helpful. The follow up from the office has also been fantastic and the customer service is probably the best I have ever experienced since I moved in.

We established fairly quickly that Thermal Earth would not be able to install my new heating system, because I live too far out of the area they serve. Nevertheless, Chris went out of his way to help me - answering my questions at length and with candour even knowing Thermal Earth wouldn't stand to gain anything from my business. I'm so grateful for the invaluable help and gutted I can't use this company for installation, it's clear that they value honesty, conscientiousness and attention to detail. Thanks!

I'll start with a summary, the equipment Thermal Earth supply seems to be of good quality, but the service I have received was atrocious to the point of despair. I was left feeling as though their main aim was to get the £25k out of me, with little subsequent interest in whether or not the system worked. It's taken them a year to get the system working properly and has wasted many days of my time. Initially, it kept tripping ever less sensitive and higher current RCDs, with the attitude that it was our electrical supply that was the problem. Emails and phone calls from myself and the other contractors were answered sporadically. If I managed to get a site visit, it was hit or miss as to whether their engineers would turn up at all. Twice I cancelled meetings and drove the 560 mile return trip from Hampshire to North Wales to be called at the end of the day to say they wouldn't be coming. The builder reported similar troubles. Eventally, it turned out that the brine pump was faulty, and when this was replaced at least the system didn't trip the electric. Then it went into fault mode and didn't work. In desperation after trying to get an engineer on site, I eventually went fault finding myself with a meter on the live heat pump and a Thermal Earth engineer on the phone. I managed to identify a blown low voltage supply. They subsequently replaced this, but still the system didn't work. Eventually, I had to rewire the ethernet connections, and when this was done I managed to find out the problem; an external temperature sensor was not working. When this was replaced, at last the system worked properly. However, to add insult to injury, after a year without heat in my house, two weeks later I received a call to say I was due for a £350 service! In the interests fairness and balance, I would say that they have agreed to waive this year's service costs. I guess one must expect a new system to have some teething faults, but with a complex system such as a heat pump one relies on the company installing it to respond rapidly and fix them, and we feel completely failed in this respect. I gather the installation manager has been replaced, and I should add that as other members of the company have recently become involved it has been significantly more responsive to communications. I would not, however, recommend the company which I regard as by far the worst contractor I have used recently.