E.Reina Limited T/A Reina Group

I have phoned this organisation today on Christmas week, to get a faulty heat pump fixed. Reina installed it in a new build which we took possession of in April 2023. The MD is refusing to send a service member out. His excuse is our builder has not paid Reina therefore he will not honour the installation work. This is NOT my issue this is an issue between Reina and the building company! I will NOT be used as a stick between two wee minded men. I will however be pursuing my rights as a consumer. I would avoid this company at all costs. They do not care about you. * as an update to this review. Once over the intial issue above with the contract manager Luke we were OK. Reina Group came out six times to take readings from our new unit BEFORE Mitsubishi decided to send a technician out to confirm Reina Groups findings. Mitsubishi was the real problem, the guys from Reina were really helpful and apologetic. However the office staff still could use a course in interpersonal skills and customer care not to mention contract law.

Homeowners should be aware that this company will refuse to attend your property once their 2 year warranty finishes. You will be left with no option but to pay other engineers to fix a system they are not familiar with. Avoid at all cost as eventually your system will fail and need maintenance. Edit: After leaving this review, the director of the company contacted me, asking me to call him to resolve the issue. I tried calling him, but to my surprise, he didn’t reply. I then explained to him via email that Designati is a building company and that we are the actual homeowners. I also informed him that I had contacted their company after purchasing the house, but they refused to service back then. He condescendingly kept insisting that they had no obligation towards us. Upon reviewing the handover documents, it became clear that they had not completed their work. This was confirmed by a local certified ASHP specialist, who verified that the system was never flushed. Moreover, the director coordinated with NIBE to prevent them from honoring their warranty on a technicality. I politely asked the director for any further details they might have and even offered to pay for them to fix the issue, but he refused any further engagement once NIBE denied the warranty. My advice to homeowners remains: avoid this company like the plague. Choose a local company managed by professionals. If you're in Surrey, I highly recommend Baystar, who have been extremely professional and helpful in resolving this matter. If you're buying a house with a heating system installed by them, be sure to ask for at least a £500 price reduction. For anyone interested, I will add screenshots of my conversations with the director to my Google review. Judge for yourself.

Have received a fantastic after-sales service from Martin, Callum and the team at Reina, for the air source heat pump they installed. Have always been very responsive when we've had questions and we are very happy with the heat pump for our home heating

We could not be happier with the service received to date on one of our larger residential construction sites based in Kent. Not only have the Reina team been responsive and proactive, they have provided a highly professional service. We look forward to working together with them in the future. Red Key Concepts LTD June 2020

Paid them for service contract for multiple years, then when the heat pump failed, they have been unable to fix and are unwilling to fix wiring issues because they did not install the original unit. If they could not help me in a time of need, they should have been clearer up front instead of just taking my money year after year. Now stuck without functioning radiators as it's getting colder.

Brand new boiler problems

Well what can I say about the Reina Group re boilers , moved into a new house in June had various problems which to get a engineer to your problem NO CHANCE , just make excuses or do not even turn up , when you do get a engineer which we reported before engineer turned up that needed a new valve fitted to radiator , guess what turned up with no valve and now 6 days later no valve. This company are a complete and utter joke WOULD NEVER USE

Homeowners should be aware that this…

Homeowners should be aware that this company will refuse to attend your property once their 2 year warranty finishes. You will be left with no option but to pay other engineers to fix a system they are not familiar with. Avoid at all cost as eventually your system will fail and need maintenance. Edit: After leaving this review, the director of the company contacted me, asking me to call him to resolve the issue. I tried calling him, but to my surprise, he didn’t reply. I then explained to him via email that Designati is a building company and that we are the actual homeowners. I also informed him that I had contacted their company after purchasing the house, but they refused to service back then. He condescendingly kept insisting that they had no obligation towards us. Upon reviewing the handover documents, it became clear that they had not completed their work. This was confirmed by a local certified ASHP specialist, who verified that the system was never flushed. Moreover, the director coordinated with NIBE to prevent them from honoring their warranty on a technicality. I politely asked the director for any further details they might have and even offered to pay for them to fix the issue, but he refused any further engagement once NIBE denied the warranty. My advice to homeowners remains: avoid this company like the plague. Choose a local company managed by professionals. If you're in Surrey, I highly recommend Baystar, who have been extremely professional and helpful in resolving this matter. If you're buying a house with a heating system installed by them, be sure to ask for at least a £500 price reduction. For anyone interested, I will add screenshots of my conversations with the director to my Google review. Judge for yourself.

Service deterioration and now nonexistent

We have used Reina Group for several years to service our heat pumps (both Ground and Air) and the service levels have steadily deteriorated over that time culminating in their dropping the heat pump service business altogether with no notification until we tried to arrange this years service. The money is obviously in the installation but this is a very short term view and extremely poor customer service. I used to recommend them to people but no more.

Superb service from everyone

Excellent communication, brilliant installation team and great explanations for me as a first time air source heat pump owner. Would highly recommend them all.

Excellent - would highly recommend

We decided to install an air source heat pump and underfloor heating through the Reina Group. From the beginning they were professional and approachable. They were very responsive to emails and any questions that we had. I had contacted a few companies and decided to go with the Reina Group due to the above. I would highly recommend the team.