Stiebel Eltron UK Ltd Reviews 72

These guys are consistently the best in the industry wether it is routine maintenance or a call to fix an immediate problem they are always there for me
The service technicians Ashe and Kalvin are both spectacular not just servicing but proactively coming up with ideas to improve the system and lower my overall costs of running the system
The guys in the home office led by Kyle are always there for me when I need them and lead me through any issues big or small
Many thanks and I look forwards to many more years of working together

I have three ground-source Stiebel Eltron heat pumps: two 10 kW non-inverter models and one 15 kW inverter model.
The two 10 kW units have performed flawlessly for years, delivering excellent COP, and I’ve been very happy with them. Unfortunately, the 4-year-old 15 kW inverter model has been disappointing since the day it was installed. Its performance always felt noticeably weaker than even a single 10 kW machine.
During a recent service visit, Kelvin from Stiebel Eltron looked into my concerns with the 15 kW unit. He quickly discovered that the original commissioning settings applied by the installing plumbing company were completely incorrect and were severely throttling the heat pump’s performance. These settings had nothing to do with Stiebel Eltron.
Kelvin re-commissioned the unit properly, and the difference has been transformative. Since then, the COP has increased by 35%, and the domestic hot water and space heating output have improved dramatically. I no longer have any performance worries.
A big thank you to Kelvin and Kyle in the office for their excellent support in resolving the issue.

Had my air source heat pump serviced by Kelvin from Steibel Eltron. He arrived on time and was very thorough and knowledgeable about the system.
Excellent service.

Had a customer having issues with their heat pump and the technical desk over 6 days managed to not only diagnose the system wrong 5 times, the errors went from install issue to expansion valve failure to pump set installed wrong, if you believe I am incapable of installing these, get your engineer to have a look at it then! but no you won't because "install issues" aren't covered under warranty. No Explaination to what installation issue is wrong but whatever, ask to speak to a tech manager results in pure lies and pushing it under a rug, this is the last Stiebel I ever install and recommend to my customers.

*edit*

I would reach out, if your phone lines were ever manned and you replied to your emails, it is honestly a joke, I could make a drinking game, drink every time you try and call and can't get through to Tech Support.

The only advice I would give to anyone considering installing a STIEBEL eltron heatpump is DO NOT.
My Heatpump installed just over2 years ago has had a fault for most of that time, it will not run for more than a few hours before shutting down and requiring a reset.Despite the 5 year warranty the fault remains undiagnosed.
The technical department are inept and dismissive and cannot cope .It is not possible to contact any member of senior management.
The latest twist to my sorry tale is that Ihave nowbeen told that the warranty has expired.
Yet more lies from someone at Stiebel Eltron who does not even sign their name !
At no point in the past two years has anyone suggested that the installation was the cause of my problems despite 2 visits by Stiebel engineers.There is an adequate drain which is clean and clear but the problem persists.
Just over an hour ago I was informed by Ben Jones that that it is either a fan or a refrigerant problem and he advised fitting a new fan which he will supply but not fit.
On Friday he advised that the unit was not faulty but quote, “All down to the cold temperatures and when frost can build up this is not a fault with the unit however”
I suggested that a Heatpump that does not work in cold temperatures is not fit for purpose.
I also pointed out with regard to warranty that this problem was first recorded on their system in November 24.
I currently have no heating, and rue the day that I first encountered Stiebel Eltron.

I bitterly regret choosing this company to supply my air source heat pump. The ongoing support has been nothing short of dishonest and abysmal. The valves which control the system are not fit for purpose, and have been dysfunctional and problematic since installation. They do not effectively control individual room temperature resulting in higher than required temperatures which cause unnecessarily high energy costs. Over a year ago replacement valves were supplied under warranty . Stiebel have promised to install them and have since rescinded that promise. The valves are now sticking which results in loud intermittent banging noises which start without warning , often in the middle of the night. This is startling , disruptive and unacceptable. The installer of our system refuses to install these valves on our behalf as they state they are unfit for purpose. So much so that they no longer fit them. So where do we go from here ? Trapped between broken promises, a dysfunctional disruptive system and the inability to resolve the issue. This is NOT the way to treat customers. Particularly elderly and disabled people. I’m honestly disgusted with this company and do not recommend them. Appalling customer service.
***** UPDATE*****
Stiebel sent an engineer who altered the settings and assured us that the valves did not need replacing . Since then the system has become even more erratic. Temperatures sitting at 25 degrees when set at 19degrees , other actuators failing altogether. The system is all over the place. Despite tens of emails submitting evidence to customer services, we still have not received any kind of assistance or resolution. Promises to address the issues come to nothing. WE ARE CONTINUALLY BEING FOBBED OFF!! I absolutely do NOT recommend this company, its warranty or its products.

Impossible to source a part, spent a month talking to technical and local merchants, 2 wrong parts later and no idea what to do next. Steer clear of this brand as impossible to source parts, very disappointing.

We phoned Steibel. We do not have a service plan in place but nevertheless they listened to our concerns about our system that seemed to be faultering. It was clear having spoken to them our system was working properly. They gave advice freely and as a result our problem with the UFH was solved. Their staff were very helpful indeed.

I had a technical problem with a Economy 7 heater SHF 3000 I had purchased.
Ben, in tech support who I spoke to on several occasions, over the phone and in email was extremely helpful.
Nothing was to much trouble for Ben, he guided me through fault finding. He was very knowledgeable and managed to resolve my problem in the most helpful way. He is a credit to the company.

Have a Stiebel Ground Source Heat Pump WPE-12, which was not installed by Stiebel but by another supplier. Rating is for the technical support provided by Kyle, Stephen, Ben and team at Stiebel. Installers are not that familiar with Stiebel, but when I have a problem (like service engineers leaving heat pump not working, due to not refitting casing properly), Stiebel Tech Support are very responsive, knowledgeable, and. help me sort it out quickly. A great team.
My sense is Stiebel kit is more sophisticated/configureable, and works very well once set up properly. Stiebel Tech Support have really helped with this.

I have a stiebel hbc300 cool.

Good unit and had a few teething issues that the rep didn't really help with. Luckily however, i got through to Ben @ techical assistance.

If i had dealt with Ben from day one then this would be a 5 star review without doubt. He is extremely knowledgeable, polite and does his company proud.

Due to Ben I would fully recommend this Stiebel to others.

Very easy to contact Wallace went the extra mile withbourvfirst maintenance visit and came back after a couple of weeks to check we were still ok

I feel as if Steibel Eltron UK Ltd really listen to our concerns and follow up with visits, calls or emails. Kyle, Ben, Wallace and all the engineers are really polite, friendly, patient and conscientious in their work.
We're really pleased with our air source heat pump and underfloor heating system which has now been in place for 5 years. Thank you!

Dreadful support for our air source heat pump such that we have no idea where to turn to get help. The system was hugely expensive but appears to be unusable as it stands. Be very wary indeed!

Superb technical support every time!
We always get excellent service from their highly professional employees. They always provide clear explanation of the work done - going above and beyond to ensure the system runs at optimum level of efficiency. We are grateful to have such dedicated support from the best in this business.

Very poor support when things go wrong taking up to 4 weeks of no heat or hot water for an engineer to come out even when you have a silver plus service agreement costing a lot of money.

Wonderful service. I had a problem with a controller for an electric heater. I emailed customer service and had a prompt response. The part was with me two working days later. Best service ever Thank you

Great support from engineer, Ian Milner in getting my heat pump up and running during a particularly cold spell

We had a Stiebel heat pump installed a year ago. For various reasons we have needed engineers to come both to commission the unit and deal with one or two teething problems that have cropped up over the year. The negative is that it can sometimes take them some time to get to you, but when they do they are always knowledgable and keen to do anything they can to get things sorted for you. The product is great and on the whole their customer service and assistance has been top notch both in UK and Germany. A special mention to Ian who went above and beyond to get things put right for us, and gave us lots of info and advice as to how to operate the system efficiently. In a area where there are many that do not know what they are doing I can recommend Stiebel UK as a safe professional provider.

Had one of their heat pumps for 8 years now. Have had and continue to have issues with it not being able to cope it very cold weather - mainly ice build up and interfering with the fan which makes a terrible din but must also be putting strain on the bearings etc. Most importantly efficiency has dropped from nearly 400% to under 300% since we've had it installed. Control system is inaccessible to DIY attempts to improve situation. Very frustrating and potentially very costly.
Having received the reply from SE below I tried calling them as suggested, pressing '2 for technical advice'. The phone just rings out. Maybe try an email but attempt to contact their external maintenance partners this way (Chil UK and Total NRG) received no reply at all.
Have now made contact and had good clear support from SE to try to address the efficiency issue