Heat Pump Guys

The professionalism shared by both the service technician and front office is second to none. They provided cleaning and maintenance services to an excellent quality; even after having to reschedule due to rain and needing roof access.

Very refreshing air blowing now and even more refreshing service all around from these heat pump guys! Thanks: P

The guy who came for the initial consultation was amazing, let me know he was stuck in traffic and was going to be late, was friendly and knew his stuff. I arranged a time for the installers to come (between 8-830am). I was living 30 mins away from the installation address so had to hustle to get there on time. When no-one had turned up or called by 920, I called them. The lady told me it would be a while as the installer had only just left. He arrived at 945 but was apologetic. I understand staff calling in sick can be a problem but a phone call would've been appreciated. The installer initially put the bracket in the wrong place and put extra holes in my freshly painted walls. He assured me it would be fixed at their expense. He asked me if I wanted him to take the box the air con came in away but I said I could get rid of it. After he left I noticed the box was full of rubbish and the cover on the pipes to the outdoor unit didn't appear to be correctly installed. I emailed on 28/10 querying the remedy for the wall damage and whether or not the installation was correct and mentioned I was disappointed to find out the box was full of rubbish. On 1/11 I received a reply that it had been passed to the installation team. On 15/11 I'd heard nothing so I followed up. It's now 21/11 and still crickets. Incredibly disappointed by their lack of customer service - buyer beware.

Heatpump guys are the best. I have recently used their service. Very prompt service, timely response and great advise. I have used for heat pump regular servicing and will attempt to use them in future for my local heatpump/ Air Condition (AC) needs. Thank you for good service.

Amazing Service from the team, the technician that came out to fix my heatpump, had everything he needed on hand, quickly found the problem and rectified it - highly recommend - heat pump working again

First time with these guys I had had bad experience with another company in the past so didn't get my heat pumps cleaned. Good comms and heat pumps cleaned nicely. Would recommend for cleaning.

Excellent service from Heatpump Guys in getting my heating system up and running again The initial technician Kirit, who diagnosed the problem, arrived early! As did the two other technicians who did the repair, which is unheard of for most tradies. Thanks to Thomas for organising everything.

We had our 6 heat pumps serviced. John did an excellent job servicing them. John was very professional and obviously has very extensive knowledge about heat pumps. A temperature control issue with one of the heat pumps was resolved after servicing.
Thank you John for your excellent work. We will be requesting you to service our heat pumps from now on.

Nightmare of a company avoid- and no im not in canada and i have tried to contact you and you don’t respond

Really happy with the service, I live in an apartment and the guy was really good about parking further down as the street parking was limited
I have a heatpump that was installed prior to moving into my place
there was mould build up which he cleaned with a water blaster and cleaning agents

taped up the outside pipe which was degrading too

all in a timely manner

Thanks Thomas for getting in touch and hearing our frustrations. The resolution was responsive and great. Thanks again.

These Guys were amazing, especially John, he came and fixed our Heat Pump quickly and was very friendly and respectful. They are very affordable for the quality of work they deliver. Couldn't be happier. Thanx Guys!

I guess it all comes down to who you talk too and how they feel on a certain day. My experience with these guys seemed like it would be good until Thomas came to give me a quote. He was early, which is normally good, but seeing that I WFH and was in a meeting when he arrived I asked him to wait till the scheduled time. When I met him at the appointment time he seemed very annoyed at me from the start. It felt like I was being brushed off and he then left in a hurry after only being here for around 7 minutes. Anyway, after a week I phoned them as I still have not received my quote. I was told they sent it ages ago.problem was they sent it to the Property Manager? I own the house.there is no Property Manager. I requested the quote! So after trying to resolve that mix up I was told they will send me the quote as it is already done. I am still waiting. Guess they do not care about new customers and dont need them. At least the impression I got.

Looking at his response below on this review and turning the blame regarding "aggresive" behavior around I guess shows the caracter of a person (His "professional" texts attached with wrong client email - no wonder I never received the quote). You would think a courtesy call to follow up would come from a supplier? Anyway, time to move on.

Heat Pump Guys were absolutely incredible. After having getting a dreadful experience waiting for a heat pump from another company and waiting for 7 weeks, Thomas and his team came to the rescue and had a heat pump installed in a very timely manner. Not only that the communication was amazing all the way through. I highly recommend Heat Pump Guys!

Absolutely rubbish service, didn't arrive on time. Didn't scope our property/driveway properly to get the correct lift to inspect our unit. Wasted our entire day with them trying to get onto the roof with the incorrect lift (blocking our neighbours from entering their garages). Couldn't resolve the issue, and could give zero hint/recommendation as to what needed to be done - only suggested by Thomas was to come look again and pay for another lift.

Not the best overall experience. Bought their top of the line heatpump $4700 for a new extension. Wanted it prepiped within the framing before gib went on, explained where we wanted it positioned.

Piping went in, Gib went on. Booked the install, partner took 1/2 day off, no one turned up. Called them, they were to get back to me, no one called back. Called them again. They said I wasn't in the system so needed rebook installer again.

Came home and heat pump was off centre by a metre. Called them, they admitted they messed up. Rebooked installer. Partner took 1/2 day off again. No one turned up.

Called them. Installer broke their toe, no one told us. Rebooked installer.

More time off work. 3rd time, installer was delayed and needed to rebook but were told the day of install.

The heat pump was placed in the correct position. Bunch of damage to brand new internal wall, external piping which I tried hard not to be seen (hence paying for internal piping) is now visible externally because of the new position.

Pleased that the Company said they would cover cost of painting, but I needed to source my own painter. I paid for the skimmer myself just to get things done.

The heavy heat pump wiring that hung down over our new $5k 65" TV scratched it at some point during the install. Didn't notice it until after it was installed. No way intentional, but new TV is now unfortunately scratched.

Despite that.the installer is the best thing this company has got. Hard worker, and really nice guy, said if I had issue he'd come back in his own time. Overall experience for the time and money - not a good one.

Samantha was excellent. She is professional, reliable, knowledgeable and punctual. When I discussed heating with her, Samantha immediately understood what we required and offered us an ideal solution.

Samantha was fantastic during the initial consultation. Very professional and easy to deal with. Sadly, the installation was cancelled for the day on which it was scheduled, after my wife took a day off work. The installer was extremely hard working and professional and very kind to my pregnant wife. The big issue is that the code of compliance certificate has not been issued after 2 months- I have followed up twice.

Got a quote, called to ask some questions and was told to call the person that did the quote. Called him left a message and never heard back so have gone else where.

Called these guys to repair my heat pump. Tech said i needed some new parts and would get a quote to me asap. Didnt hear back and followed up told the person on the phone my heat pump is not working and im waiting on a quote. 5mins later i received an invoice stating my heat pump was working fine. I had to phone back and explain again my heat pump is not working and list the parts the tech told me i needed. 2 days
later i get a text asking for the make and model number of my outdoor unit. I had paid a $185 plus gst call out fee and the tech didnt bother to record this info.
Previously tried to buy a heat pump from these guys and paid the deposit only to find out on installation day they didnt have the unit in stock. I have learnt and will never use this company again

Truly terrible service. Arranged a repair job for my elderly fathers heat pump. Heat Pump Guys rang up to change the time at the last minute. Then never turned up. Call them to find out what was going on a number of times. Was promised a call back, but it never came. Left a vulnerable man without a working heat pump at the start of winter and me having to organise another company to do the work. Please avoid this company.