Ice Energy Technologies Reviews 130

We've had our ASHP (EcoDan) for over a year and it's performed faultlessly. I have to say "Ice" were a difficulty company to deal with and really the installation was a comedy of errors (without wanting to add salt t the wound) - wrong address, lost engineers etc.
I've only ever taken out 3 extended warranties, one with Ice Energy and the other with Empire Direct who went bust. I guess this is the problem with taking out warranties with the "retailer" rather than the supplier.
So I've paid for 3 years servicing to keep the warranty good to enable me to continue claiming RHI payments. At least we got once service in, which was nothing more than I could have done myself.
Really, I think it says more about our country's attitude to renewable energy than anything..
Update. Ice have gone bust. My fault I know for taking out extended warranty :-(

I've been with Ice Energy for more than 10 years. I've always found them friendly and totally reliable. It is a tragedy that they have ceased trading. I understand that the cut in government grants destroyed their cash flow for their big projects helping those in fuel poverty. I hope the receiver can look after those of you who have lost out. I personally have lost £1,500 for maintenance. They have lost their jobs and life work
Clare Short

Like the other reviewers here I paid for an order (£8k+) that was taken in December. After I'd transferred the cash I was subsequently told that the heat pump hadn't been delivered from IVT in time for Christmas installation. Instead they installed a different (pre-used, cheaper) heat pump with a promise to swap it out in January. The controller doesn't work and neither do the UHF loops in the main living areas. I have received no communication from them - I know some have had an email. I seriously doubt whether they ever placed my order with the manufacturer as they must have known they were in trouble when they took my money. Unlike some of you at least I have something for my money, but nowhere near what I paid for it. I'm not sure what happens from here and I don't know what will come out of it but I have created Facebook group (search Ice Energy 2017) if anyone would like to share any useful info.

So it appears a few weeks before they went bust, they were selling heat pumps cheap on eBay. Surely they must have known they were going bust and hence tried to offload their goods. Why sell to new customers when you have already taken people's hard earned monies for the same products. Dishonest and greedy management. Trading Standards should be involved it this .

We placed our order for a heat pump and were promised delivery in time for it to be installed and for us to move into our new house in on December 14th. Time and again delivery was promised and failed to appear. We nearly pulled out so many times. How I wish we had. Finally a heat pump was delivered but was the wrong one!! They told us to install it and they would swap it free of charge for the correct one at the end of January.
This heat pump is way too small for our house. We have been trying to speak to them all week because it is failing to heat our house and now came on this site and found out they have ceased trading.
We have spent £7500 to get a heat pump that doesn't heat.
Not sure where we go from here. Still not able to move into my new house. Also think a forum would be good. I understood from Ice Energy that there were 50 other customers waiting for the same heat pump as us.

Placed air source heat pump and underfloor heating order last year for delivery on 27th Jan. Part order arrived, could not get anyone from Ice Energy on the phone (automated messages), no response from e mails and found today the have gone bust. Only spoke to them on Monday to confirm delivery and we even upgraded to wireless room stats at a £200 extra cost, which they took payment for!! Now £7k lighter. Looked up one of the directors history today to find he has been involved in 6 insolvent companies before this!!!!! How can this be allowed??

Please look up Heat Pump Repairs Ltd if you need help. I am not one for chasing others business but I am really concerned about this situation and I have helped many Ice energy customers already this week. Even if its just advice you need, please feel free to call.

My heat pump broke down a week ago and I have been phoning and emailing all week only to find out today the 27th of January that they have ceased trading!!!!!!! Now what do I do?
I have spoken to Worcester Bosch tel 0844 892 4010 and they said that at the moment they can't help technically as their heat pumps are similar to IVT but have different software but if enough people contact them and speak to Jezz then it might be worth their while to step in and help and possibly take up where Ice Energy have left off. Who knows? Is anybody up to setting up a forum to help others in our situation?

ONLY FOUND OUT WHEN THE ENGINEER BOOKED FOR ANNUAL SERVICE FAILED TO ARRIVE.
TRIED PHONING AND EMAILING FOR 3 HOURS, FINALLY HAD AN EMAIL TELLING ME THE BAD NEWS.
TOOK OUT AND PAID FOR A 5 YEAR WARRANTY & SERVICE PLAN IN 2016, SO HAVE LOST £800

Whist I believe that the kit is fundamentally very good, I have been less than impressed with Ice Energy. But to be clear, the individuals are generally very friendly and for most part know what they are talking about. But, trying to contact Technical Support, in my experience takes at least 24 hours from reporting issue via website to call back - a frustrating delay when system is not working and you are trying to manage that as well as other commitments in the diary. Trying to get through on the phone is also a very frustrating experience. I guess, reluctantly, I would have put up with that poor service had I not recently been fobbed off by Technical Support. On agreeing with Ice Energy that radiators had appeared to cause an unexpected problem with sludge in the system; their Recommendation was that I should contact another firm, Power Flush UK, to sort the problem. On contacting this firm, it soon became clear that my address was well outside their area of operation and that they were not aware of any other companies in the north of UK who offered a similar service. I feel that I was given duff advice by Ice Energy who either did not know of the geographic limits of the firm they recommended or were just trying to pass me on. Moreover, given that the cost of flushing would be £1200 and that it could not immediately be undertaken, I have taken the drastic step of binning my Ground Source Heat Pump and installing a Combi Boiler instead. My advice for anyone contemplating Ice Energy would be to think very carefully and consider going elsewhere since the experience of this Company has left a bitter taste in my mouth.

Informed you have stopped trading, after spending hours this week trying to get help! Why have you continued to take money and make promises that you coudnt fulfil? You have taken our money , supplied an air source a month ago that is faulty and now no one to help with this and no guarentee... Let down and gutted.

I have managed to cancel my order with minutes to go. I have received a partial refund and only lost hundreds of pounds not thousands.
A good and saddened team, very helpful whilst facing losing their jobs.
Worse is the loss of time on a home extension. Nov 30th delivery delayed to Dec 16th, then Jan 10th, 11th, then last week of Jan. Now I have my money back, but still need to start afresh.
On a home extension, with a family of 4 living at relatives since mid-December, sofa surfing whilst the home remains unheated. ICE energy have left us totally scuppered. What is hard to swallow is the dishonesty of logistics and some after sales people who could have been honest and not fobbed us off for weeks/months.
Massive respect for the one person who was honor bound to be honest and help customers to at least get their money back. You know who you are and you are great!

Always helpful with listening to your problem. Steering you to the the right people who can help you. Keeping us warm makes the difference to have a peace of mind.

Our heat pump has given us problems for months. It is using enormous amount of energy and engineer who visited couldn't solve the problem.
I have left numerous messages as nobody at this company answers
calls. I have paid insurance to them of £1,000.00 but they still do not
respond. Do they expect us to take them to court to get any kind of response in an emergency. I think they do.

I had my gsh from ice energy in 2013. I was happy with the sales and after sales dept. I've found the technical dept very helpful for advice over the phone.

We have been Ice Energy customers for a number of years.

We have at times experienced indifferent customer service in the past, sometimes receiving poor advice over the phone and inaction to resolve problems. Which has cost us a lot of time, effort and unnecessary worry.

However, I cannot praise the engineers enough who have been to site. They get 5 stars and have given me confidence in the heat pump and have always gone above and beyond for us as customers. The last engineer, Martin, who came to site was absolutely superb and did a thorough check of the system and solved ongoing issues we'd had.
Ice Energy would be useless without their engineers on the ground.

Although we had some initial problems, the ground source heat pump runs well and does a good job - so overall we are satisfied.
I would recommend having a ground source heat pump installed, especially if you are doing a new build.

The alterations to our home had already started when my wife was recommended by a work colleague to consider underfloor heating and 'Ice Energy' whom he had used.
We considered and decided to go ahead, my builder said okay, Ice Energy took the alteration plans, prepared the heating layout details and delivered all the bits for installation within two weeks.
Was it worth it? One of the best decisions we have ever made, underfloor heating should be mandatory for every new development in this country.

Very helpfull, wonderful service

Recommended

Good service for a new install, but when I wanted to extend my system they were not interested in helping..