Heat Pump Guys

Came on the wrong day at the wrong time, unpleasant manner when they said it was me that was wrong (it wasn't), installer had no plan or detail, didn't respond when I emailed about it, haven't produced a tax invoice. Price was OK but I wouldn't use them again.

So happy they solved the issue with our heat pump! It was installed by another company some years ago. Heat Pump Guys supplied a really thorough technician who checked everything and he definitely knew his stuff. He was prompt and considerate. Heat Pump now working brilliantly.

This is my 1st time calling this company. The call centre lady just hung up my call half way.very rude.she wants to go home early?

Hmmm.did an install satisfactorily for us 3 years ago.all good.but on this occasion, at our now NEW address, was a dud experience. Made appointment for install discussion on site (per phone to 0800 No.) at 4: 52pm Wed 3rd Feb.appointment made for Tuesday 9th Feb at 1: 30pm, BUT a 'no-show' & when rang (Tuesday at 2: 16 'where you?) '. There was no record whatsoever to be found. 6 VERY hot, wasted days down the gurgler.have now teed up appointment with different supplier/installer as soon as tomorrow.fingers X'd for a better experience

We wanted to relocate our outdoor unit and asked for a quote from their representative who came onsite to inspect. We were told verbally it would cost around $400. We waited for 2 weeks to get an available slot only to be told a day before that they have to move it to another week since they have a "bigger" job to do on our scheduled day. On top of that, we've asked for the written final quote which they didn't send regardless of how many times we asked for it - we were told over the phone the job costs $800!

We asked Heat Pump guys to install a split system in our unit.
It was a new build and as such it was important to us to maintain a high quality finish.
As it turns out, this was to be very difficult install, but the team went above and beyond to make it happen.
From the Sales Team, to Admin, to Install Crew everybody was super engaged and focused on meeting the customer expectation.
The team nailed it, the result looks great and functions perfectly.
Thanks Heat Pump Guys, would 100% recommend.

Thomas was great - assessed and proposed a major ducted home system that fixed a cheap / ineffective prior one. The installed unit works great, rooms are even temperature and it does exactly what he said it would.

Installation was great, Ali and Sadaam were friendly and worked well into the evening to make sure it was done on the date they allocated.

5 stars!

Daikin Zena Vogue Highwall, black with build in WIFI, installed. Ordered via Heat Pump Guys 2020-Aug
* CONSULTATION PROCESS ; efficient, friendly, knowledgeable, 3 options of different units with prices varied between 2.5 - 4.4K for a 5kW. ️
* THE UNIT; I choose a 5 1/2 Star rated Daikin Zena black model with the latest Hepa filtration and Virus filters.
* THE INSTALLATION; excellent, the guys were efficient and really helpful. As for the installation process 10/10. They also clean up afterwards. It took them nearly 7 hours as the install was tricky due to the layout of my apartment. However they were excellent in discussion options, explaining and drawing on their phone pictures to explain in more detail.
*AFTER SALE HELP; Disappointed when I needed help to get the build in WIFI function to work, I was told to call DIAKIN for help as they do not support help in this case. Hmm. You sell but then not support questions and get me to phone the manufacturer? Daikin service team were great and got me up and running within 20 minutes, something I would have expected the 'Heat Pump Guys' would have done.
VERDICT; Come on, 'customer to the core', don't drop the ball once the sale is completed!

It looks like every call goes to a third party call centre. On every single call they ask for your address, email address, phone, and so on, and no. One of the staff there was rude and raised her voice on the phone when I was returning the call because I asked why there're so many same questions every time. No one would expect that many of questions when you are simply returning the call, common sense right? That was regarding a booking I was about to arrange with them, but I decided NOT to proceed. Makes me wonder what kind of after sale support you'll get.

Great service and clean of our three heat pumps. The response to my initial enquiry was answered really quickly and they were able to work around the needs and hours of my business. Dean did a great, no-fuss job and the price was reasonable too.

Initial consultation and installation was great but the service from thereon was terrible. Contact centre person was really rude. The person responsible for issuing CoC cancelled the appointment and didn't inform us and we kept waiting. When we called contact centre The person named Jillian was really rude even though it was their fault that they cancelled appointment and failed to notify us. Then I wrote a written complaint to Thomas and their accountant team, but till now NO response. They booked another appointment for issuing CoC and that person kept calling me while I was in a meeting rather than coming to our house as initially booked. The second appointment was for 10.30am but he came after 1.30pm and did not leave any paperwork to confirm CoC.
To clarify, I am not making the second half of payment until my complaint is resolved.

Incredible customer service. Had a response withing a few hours and a technician on site the next morning to service my heat pump for a great price.

Excellent service from first enquiry, site visit through to the installation. Very prompt, on time, tidy and professional. We're very impressed with the Heat Pump Guys and love our new heatpump!

Would thoroughly recommend the team at Heat Pump Guys. Easy to get in contact with, and super friendly and professional. "Rob came to measure & quote, and the team who installed were friendly, punctual and left the space pristine. Even though our installation was quite tricky they were positive and worked hard to get it done. Thanks Heat Pump Guys!