Better Planet Reviews 25

The company was very professional and friendly. The sales team was organised, and installation went smoothly!

Better Planet installed the Underfloor Heating at our home in Elstree, Hertfordshire. I found them to be highly professional and a great company to be a customer of. Customer service was excellent. Thank you, Kumail Walji

Be wary of this company. We paid over £40K for a ground source heat pump system. They configured the pump incorrectly which as a result cost us a fortune in wasted electricity and (after asking for help for several months) when we finally figured out the problem they blamed us rather than accepting any responsibility. One of many issues we had with them. Badly run and will always argue that nothing is their fault.

If I could give zero stars I would.

This might be the worst company I have ever dealt with. Better Planet took a £7350 deposit from us in December 2019 for a ground source heat pump system. In February (after walking around the field, but taking no notes or photos) they produced a plan that involved digging repeatedly through 70 foot oak trees. When we said this was not viable they produced a plan that involved digging 10 times through dry stone walls (a landscape feature protected by law). They then told us moving the ground array to an alternative location would cost £25,000 more. We said with no viable design we wanted our deposit back. But Better Planet fought us every step of the way, with antagonism, excuses ("Tomas is not a magician, he had no way to know you can't dig through oak trees") and allegations that included me predicting the pandemic and its effect on fuel prices as a reason to no longer want a GSHP (except, of course, that we have since had a GSHP fitted by a competent company).

Of course our consumer rights entitled us to a refund, and the renewable ombudsman RECC upheld our complaint, even legally binding arbitration ordered them to refund, yet they still haven't paid. They have stalled our ability to enforce the order by putting in a groundless appeal to the high court, admitting in writing this is just to cause delay as they can't afford to make the refund.

So I'd strongly advise you avoid Better Planet. Pick a member of the GSHPA if you are thinking of getting a ground source heat pump, and check references and company history carefully, so you don't end up in our shoes.

Better Planet Hatfield -Well into our sixth year. Our heat pump has delivered as promised. Then, out of the blue I had an error message. I contacted Steph immediately and gave her the details. She clearly understood the technical sense of the problem and said that she'd arrange a site visit. I had made clear that we were not critically inconvenienced. Nevertheless we had a site visit the same day and the problem was diagnosed and fixed. From the time of our first enquiry and throughout the subsequent installation we have found the service to be consistently prompt, and courteous, and when we need advice or information it was giving generously and with goodwill.