Thermal Earth Reviews 55

Great workforce, Clean and efficient!

Matt the plumber Dan the electrician x2 were excellent in installing and keeping me updated as the install progressed
These guys were supported by promising apprentices who were also pleasant to deal with
Great team Thermal Earth

I waited until moving out before writing this, because what my family endured over two winters was unacceptable — and the responsibility for that lies firmly with Nick Salini, director of Thermal Earth.

We bought a new-build on the Aspen Grove estate in Rumney, Cardiff in November 2022. As winter temperatures dropped, we had no heating and repeatedly lost hot water. The radiators were stone cold. Not “low temperature” completely cold. This continued across two full winters.

Apprently, I was the only person on the estate with this problem - which was just one of the lies I was told.

Our energy supplier at the time, Sero, repeatedly reset the system, which would temporarily work for a day before failing again. When I was eventually put directly in contact with Nick Salini, I was told there were “no alarms” on the system. When an engineer attended to carry out the heat pump service, more than 60 stored faults were found. According to Nick Salini these were from installation.

For two years, despite repeated reports that we had no heating, no decisive action was taken. I requested service reports multiple times and they were not provided. I was given system data that could not possibly have reflected the reality of my property while we were living in a freezing house.

It ultimately required the estate management company to physically intervene to get an engineer sent out. The fault was a failed weather compensation unit, a fundamental component that prevented the heat pump from increasing water temperature as outside temperatures dropped. In other words, the system was incapable of heating the house properly in winter.

During this time, we were forced to rely on electric heaters and the boost function simply to survive, leading to a £543 electricity bill in one December alone, despite having no functioning heating system.

We endured two freezing winters with two children under five, one of whom is autistic and struggled to understand why he had to sleep wearing a coat. Mr Salini was aware of our circumstances. There was still no urgency, no accountability, and no meaningful support or compensation offered.

In my experience, this was not just a system failure it was a failure of leadership and responsibility. The prolonged inaction, denial of faults, and refusal to properly address the situation sit squarely with the director.

I would strongly advise others to think very carefully before placing their trust in Thermal Earth. Nick Salini does not care about his customers, all he cares about is the money in his pocket.

IN RESPONSE TO YOUR BELOW MESSAGE:

You did not respond promptly. You allowed my family to endure two entire winters without proper heating. Do not attempt to rewrite history.

The “hot tub” you are referring to was a Lazy Spa — inflated at the beginning of summer and packed away at the end of summer. It was temporary and seasonal.

The other appliances you mentioned were electric heaters. We had no functioning heating system, and you are fully aware of that. We used those heaters out of necessity, not luxury.

This has never been about money. Your continued lack of action directly affected my children. That is something I take very seriously and very personally.

I do not wish to receive any further correspondence from you!!!

Having been good in the past I am now really disappointed with getting absolutely no responses from this company when trying to fix the issue of online access that would allow them to check details on the heat pump that they sold into my premises when it next fails (as it has done twice previously).
Feels like if it’s not a new sale then no interest …

In response to your reply, please check your emails with ref SOR007869 spanning period starting 03/04/2025 with Charlie (who was very helpful in managing my purchase of a replacement part) through to 16th April 2025 where Daniel repeatedly failed to respond on both phone calls and emails and still hasn’t responded (even after I copied Charlie in after several attempts when questioning if Daniel still worked at Thermal Earth)

Update after contacting ThermalEarth after the invitation to re-engage: I spoke with Nick who made best efforts to resolve the issue and was communicative. In the end it was Chat GPT that I got the solution from but appreciate the effort made Nick at ThermalEarth even without the technical knowledge of what was the likely cause of the issue (it was actually due to the heat pumps using old tech half duplex network chips that don't shake hands well with modern broadband routers that expect full duplex and the issue was resolved by inserting a basic ethernet hub between the two).

Recent experience of dealing with Thermal Earth have been excellent. A service on our log biomass boiler this week carried out by Dan was very thorough and he helpfully showed me settings and features of the boiler that I didn't know existed even though we have had the boiler 10 years. We have used a number of different companies to do the service over the years and this was the best and most comprehensive yet. The engineers in the office were also helpful with technical enquiries last year. Would recommend this company.

Daniel from Thermal Earth did an excellent job servicing our solar thermal system and left everything neat and tidy. He was very friendly and inspired confidence and took the time to answer all my questions and gave very useful advice. We really appreciated the service and would highly recommend him.
Thank you so much!
V and B Hamilton

Dan our engineer arrived early due to a cancellation but informed us ahead of time . He was excellent, efficient and very informative.

In 2023 we were let down and nearly lost our substantial deposit with an so called national company. So we researched very carefully to find a solid and reliable company to install an air source heat pump, solar panels and batteries and found Thermal Earth. The install was smooth with every detail carefully planned, all certification was applied for and approved before commencement of works.

Every member of the Thermal Earth team during the install and subsequent services have exceptionally professional with pleasing personalities. It would be good to single out individuals for praise but the company seems to have the knack of attracting the right staff and keeping them which strongly suggests that they are as good with their staff as they are with their customers so I have to praise every member of the Thermal Earth team.

Without any doubt whatsoever I would recommend Thermal Earth to anyone who wants to invest in renewable energy resources.

Thermal Earth installed our MasterTherm Ground Source Heat Pump with a desuper heater for hot water along with underfloor heating throughout the property in 2016. The installation was challenging as the property is a renovated water mill. It works perfectly. Since installation Thermal Earth have diligently carried out the annual services and have attended to any minor issues promptly and effectively. They are professional and courteous to deal with and keep themselves up to date with any new developments in the industry. I absolutely recommend Thermal Earth.

Absolutely top drawer service, the engineer really knew his stuff and has massively improved the output on our Solar Thermal System (more lovely hot water) Very considerate of our home and took great care when bringing tools and equipment into the house. Can’t recommend Thermal Earth enough AAA***

A really good experience all round in the fitting of a new ASHP system, while working with/around an older and highly complex existing system. The engineers, Dan and Jack were fantastic - nothing was too much trouble and they took extra care to make sure we fully understood what they were doing and why.

Fabulous, reliable, friendly company suppliers of quality ground source heat pumps, we've had ours 9 years, love it and this company

The commitment of the staff is above and beyond. Every step of the process was professional and human. Makes me feel part of the Thermal Earth family. Diolch yn fawr!

Jack and Dan during my ASHPump service were extremely polite and professional— I have used ThermalEarth for 17 years and I have the highest respect for their Customer Focus

Dan F came to do a routine service of our air source heat pump. But he also rectified issues we’d been having with our underfloor heating. All done with no fuss and with helpful explanations along the way. A first class engineer - and very professional.

Daniel the thermal earth engineer was excellent, really informative, found out what the issue was and sorted it
Top guy!

Dan F provided a great service efficient and on time . He explained things and allowed us to ask questions . Thank you

We’ve had our heat pump and system from Thermal Earth for over 12 years with regular services. Todays was done by Dan F and was excellent. He had a friendly and very informative manner and gave the systems a thorough check, topping up fluids where necessary. Clearly very knowledgeable and willing to share information on how to get the best out of the system as well as potential improvements to consider. Excellent!

Thermal Earth came to service our GSHP heat unit last week and were on time, very efficient and very friendly.

Dan F was the service engineer and did a very good job!

Thank you very much and see you next year! Gavin

Dan F recently come to do our first service on the heat pump & water tank since moving in and he was friendly and knowledgeable and give us some much needed advice on how to use it in the most affective way! Really happy with the heat pump over all, it’s quiet and saving us much needed £’s!