South West Heat Pumps Ltd Reviews

Finding and fixing an Intermittent fault

After several visits from Sam and Matt we were very pleased they were able to identify and sort out the problem and recurrent fault we had. It was difficult to find and there were times when we nearly gave up and went back to a standard boiler but it's a credit to the engineers that they persevered and were more than successful: our heat pump works better now than it did when it was installed. They were not only very clean and efficient but also nice people to work with, trustworthy and reliable: they came when they said they would! It did take a long time to fix, which wasn't helped by the fact that we lived a long way away but when it finally packed in they were very quick to respond. Thank you for all your efforts.

Polite professional friendly

Polite professional

South West Heat Pumps were amazing

South West Heat Pumps were amazing! Great service, the work was done really quickly, the team were brilliant. Incredibly organised and efficient and did such a great job, so much pipe work to do and it all looks so neat and tidy. I would highly recommend them.

SWHP annual service

SWHP engineers were prompt and efficient, all done within an hour or so including a helpful general chat about how we have got on with the system after our first year. Clear message that their ongoing support means nothing is too much trouble and that has very much been our experience to date.

An Excellent Service

We’ve recently moved into a new house with an air heat pump. So my first service. The engineer was excellent - considerate and taking the trouble to explain things. The office staff were friendly and helpful. We’re very happy with the service provided by South West Heat Pumps. Thank you.

Absolutely superb system

Good evening Rich, Thank you for your email. Yes, I am truly delighted with everything you have done and to be honest I can now totally see the value in the whole system you have provided for me. It's excellent! Also all the members of your team especially Russell have been so friendly and helpful and really tried their best to do a great job and for this I am extremely grateful. I really appreciate your advice from the start and the design detail that made this all come together so well. Obviously I will recommend you to everyone I can possibly think of who may be looking for a system along these lines. I owe the balance and I was sent an invoice from Pat two or three weeks ago which didn't seem to add up correctly. I queried it but have heard nothing in response since. I think the outstanding amount is roughly £8000 assuming the grant is paid direct to you. Maybe you can confirm this. Kind regards Antony.

Fantastic

I absolutely cannot commend this company and all the staff enough. The office & sales staff were amazing from the start when I phoned to enquire about replacing my gas boiler which was playing up. They were so attentive, helpful and not at all pushy. Equally, the surveys and quotes were really good and with no commitment so I never felt pressured. Yes it took a while between ordering and installation but frankly I would worry if a heat pump company could install within a month or less. The heat pump itself has been installed this week and I was so impressed with all the trade persons - they were all so polite, personable, clean, tidy, professional and just an absolute pleasure all round. South West heat pumps and their amazing staff get top marks from me. I am a super happy customer.

Friendly efficient service provided…

Friendly efficient service provided albeit several months later than originally planned due to urgent calls leading to rearrangement of the service. On the day, another emergency delayed the arrival of the engineer but we were not informed about this. A system of updating clients would be most helpful.

Sam is very efficient and we have a…

Sam is very efficient and we have a complicated system with solar as well as heat pump.

Sam turned up on time on the appointed…

Sam turned up on time on the appointed date, he has serviced out system for two years now. We are very happy with our system that is very efficient, cheaper than the previous oil combination boiler and substantially more efficient. Thank you SWHP for a great job.

Excellent service, spotting installation problems

Service engineer Sam, has done 2 annual heat pump services for us. He picked up that our original installer failed to install 2 recommended parts, and we got the installer to remedy this. Sam is friendly, very knowledgable and very thorough in his work. Sue is very helpful and efficient doing the admin. A great team, and highly recommended.

Organisational train wreck

They installed my air to air heat pump some years ago and have been servicing it on and off since then. They miscommunicated during installation which led to a month's delay. Servicing availability has been extremely patchy. One the year the unit broke down in February and they didn't manage to come out to look at it until July, then didn't fix it until 6 weeks later leaving me without heating in winter and without aircon during one of the worst heat waves in decades. Several years despite me asking to book in a service they failed to do so. Finally this year I tried to book a service in late spring (as they missed last year), they booked me in then cancelled with a week's notice saying they'd had an emergency call-out. I tried for a month to rebook, finally called them, they booked me in and have now cancelled again and told me I'm too far away for them to support. Would have saved me a lot of hassle if they'd told me that last year. The service engineers are fine, but the place is an organisational and customer service train wreck.

If you're looking for a competent heat pump company use this one!

From the initial enquiry to full completion South West Heat Pumps have delivered a very professional, helpful and friendly service. Everyone we've dealt with from office staff to engineers have gone above and beyond for us despite building delays on our side. Absolutely 5 star recommendation.

Efficient service - great job

The technician (Sam) was prompt, knowledgeable, courteous, tidy and efficient

Thoroughly recommend

Thoroughly recommend. Efficient service and appointment arrangements. Friendly and professional staff delivering effective service ensuring continued smooth running of system

Annual Service

Sam conducted the annual service on our ASHP installation. He was friendly and happy to explain, to answer queries etc. He completed the service and left everything clean and tidy.

Company was easy to comunicate and work…

Company was easy to comunicate and work with, engineer on time and a thorough eficient job completed same day.

INSTALLED 5 YEARS AGO

INSTALLED 5 YEARS AGO, WE HAVE ALWAYS HAD HOT WATER AND HOUSE HEATING - WHEN I SWITCH IT ON.

Fast call out and identified the…

Fast call out and identified the problem.

ASHP annual service

I liked Sam the service engineer he was efficient and knowledgeable I would have liked to have been contacted about need for the annual service as indicated in the handover pack as I wasn’t and as a result my heat pump was late for its first service which I had to ask for. The initial service date was cancelled due to work pressures of SW Heat Pumps. My heat pump unfortunately had an error just before the first service date. I would have liked better timed information on cost estimate and details of service, not 3 emails at 16.37hrs the late afternoon before the following morning’s appointment that required a reply to confirm the service visit.

We are over 5 years into our Ground Source Heat Pump (Clausius) installation which was carried out by South West Heat Pumps. The installation went well and for the first couple of years we were happy with the service we received from South West Heat Pumps. But as time went on we started to find that the company were so busy with installations that it became harder to book them in for servicing or maintenance and the charges were getting higher. Last month our heat pump broke down and whilst SWHP did come and make the repair in good time, we had to pay over £800 for new Clausius parts despite being told that the parts were guaranteed for 7 years. SWHP maintain that because the company they bought the Clausius parts from have ceased training, this means the guarantee is no longer valid. This seems mad when Clausius are still trading and producing parts. It's just the company that SWHP used to purchase the parts from who have ceased trading. Maybe we were naïve but when the installation paperwork said the parts were guaranteed for 7 years, we thought they would be. There wasn't anything to say that if the company/agent they bought the parts from ceases trading then there is no guarantee. We have raised with this SWHP but they feel they haven't done anything wrong, which is so disappointing.

Would highly recommend this company, fantastic service, friendly and professional. Did an outstanding job installing our heat pump and no request was to much for them.

Appalling after sales customer service, product works but try getting a warranty fault fixed and they will try anything to bat it away.

Very friendly members of staff very helpful

Tried very hard to work with this company after promising to work with us they stopped returning calls despite many promises to do so - very disappointed and we have wasted a month on this highly recommended firm

Absolutely exceptional consideration and support in informing me on heat pump products and options. We are unfortunately too far to avail of their services but I would choose them in a heartbeat if I could.

First class installation asked question over problem we had created ,office rang back told us how to correct quickly very pleased with how system operates

An excellent company who did a great job installing a heat pump in our old thatched cottage. Everyone we dealt with, both by phone and in person, was professional, knowledgeable, helpful and friendly. The installation team were amazing: their hard work, attention to detail and obvious desire to do a really good job was heartwarming. We knew from Dominic's first visit to us that we were in safe hands, and know that they will continue to support us with maintenance and any other queries we have. Very highly recommend them.

Very professionally completed air source heat pump installation. Would recommend them to anyone looking at similar. Excellent quote with full understanding of potential pitfalls with a retro install.

Great service from the staff , nothing was to much trouble , recommend company ,