Xpert Energy

We had a heat pump installed by Xpert Energy about 9 months ago. From the moment I contacted them, I was impressed by their passion and enthusiasm to design the best possible heating system. They measured and calculated heat losses to determine the optimum installation, and recommended remedial work to insulation and air tightness which would improve the efficiency. The installation was efficiently performed by friendly and competent engineers, and the finished system was clearly explained and demonstrated.Following installation I noticed a couple of unexpected operational issues with the heat pump (a new model that had only just been released). I took these up with Xpert Energy. They liaised with the manufacturer, who promptly developed software updates to resolve the issues, and came onsite to install them. In the 9 months since installation this system has worked flawlessly, and is using about a quarter of the energy used by our old gas boiler, and the house is much warmer and more constant temperature. I would thoroughly recommend them to anyone.

Xpert did a big install on MVHR, ASHP and underfloor heating for my new build. I'm delighted with the result. The Samsung ASHP is extremely quiet. The quality of the install is 1st class. The team were fantastic to work with. Everything was installed in good time. They've been brilliant at after install support. I'd thoroughly recommend.

Xpert by name, experts at what they do! I received excellent support with design and installation for retrofitting a heat pump and underfloor heating into my home at short notice to replace a broken boiler and align with other home improvement works. I was impressed with their care and advice at the design stage to help arrive at the optimum heating solution for my property which has a mix of Victorian and newer elements. Xpert very neatly installed my heat pump and took care to properly commission the system so that all rooms were toasty warm. Their engineer took time to ensure that we understood the controls so that the system operates efficiently, and followed up over the next week to check all was working as expected and answer any questions. Happy to recommend Xpert Energy.

For context, I am not one to leave negative reviews - preferring to give praise where it's due - and always give a business an opportunity to respond and discuss a solution offline before resorting to publishing anything online. You can click my profile to see my other reviews where I've updated ratings based on a fair response from the business.I've called on Xpert Energy a few times to repair a recurring issue with the Genvex Combi unit I have installed in my property involving the waste water hose getting blocked and flooding the machine - rendering it non-operational during the coldest months of the year.The same issue has now reoccured a third time in three years, despite paying expensive repair invoices every time an engineer visits. To date it's cost me well over £1,000, and the same issue has just reoccured AGAIN.Every time I provide feedback that the company has not successfully solved the issue, I am just told that I'll need to pay the minimum £250 call-out charge for an engineer to visit again.There's no compassion or responsibility has been taken by the team, or the company directors, to get this issue solved.The booking manager is dismissive and rude, and has flat out refused to escalate my case to management, despite explaining that the young family that reside in the property have been without heating or hot water for two weeks.They take a 'computer says no' approach to customer service, without assessing the merits of an individual case.As mentioned at the top, I've written to give Xpert Energy the opportunity to discuss the matter with me before resorting to leaving a negative review, but they ignored that too.I'd think very carefully about engaging this company. Sure, they might fix your problem, but.. if things don't go to plan, I can guarantee that they will shirk away from any responsibility and have no interest in putting your concerns or needs before their own revenue generation.Finally, a few facts to confirm:* I don't claim that Xpert Energy installed the unit, or that I'd asked them to service the unit.* Nor do I imply that there was any kind of contract between us. My repairs have been on an ad-hoc basis, and they accepted the business gladly.* Xpert Energy, in response to my review on Google, speak as though, as an ad-hoc client, good customer service and responsibility for repairs isn’t part of their offer. If they don’t respect ad-hoc clients, I’d suggest they have a think as to whether they should be offering that service.* We spoke to Xpert about the drainage issue previously, and in January 24 I was assured that this would be fixed, having already paid twice, in full, for the same repair.* I said above that the tone of their emails were dismissive, offering no further help or suggestions. The fact that there was no follow-up or response to my email clearly justifies my perception.* I appreciate directors may not have been available when I raised my complaint, but I purposefully gave them 7 days to return and respond to me (or at least signal that they'd respond) - but they chose to completely ignore me.

John did an annual service on Thursday 23rd March and was very good, courteous and thorough.