The general quality of the service from Thermal Earth was first class. We had a few issues along the way to be expected for such a system. Project: new build 6 bedroom eco freindly house. Their instal... Toon meer
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Thermal Earth installed our Mastertherm GSHP in 2015 and we’ve been very happy with it for over 9 years now. It was quite a complex retrofit, replacing an existing biomass system. The heat pump has ke... Toon meer
Bedrijf heeft geantwoord
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 dea... Toon meer
Bedrijf heeft geantwoord
STAY AWAY FROM THERMAL EARTH I very strongly suggest you look elsewhere, Thermal Earth are a disorganised and frankly rude bunch of cowboys for want of a better term. They have royally messed up... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Thermal Earth is a leading UK distributor of renewable heating technologies incorporating wood biomass boilers, heat pumps and solar thermal systems based in South Wales. Thermal Earth was established in 2006 to meet the ever increasing demand for alternative renewable heating solutions. Specialising in supplying high efficiency advanced renewable heating systems, we are exclusive UK distributors for Ponast, MasterTherm and Attack Biomass. We are the ‘one-stop shop’ for biomass, heat pump and solar thermal installers offering technologically advanced systems from some of Europe’s top manufacturers. Our technical support team have worked long and hard to develop our extensive product offering and know them inside out. We support installers to promote the use of renewable heating systems to their customers. From our purpose built Training Academy, we deliver the highly regarded HETAS solid fuel courses as well as bespoke manufacturer accredited training. The Training Academy was developed due to increased demand for specialist training for both the solid fuel and renewable energy sector. Our design service is available to all installers installing our products. Our team of trained staff will prepare bespoke system designs for installers. Rest assured that they will carry out the technical calculations to ensure your system works to its optimum performance. We pride ourselves on delivering the best customer service. To this end all our staff, from management and design team, through to our service and maintenance engineers are time served professionals with a wealth of industry experience spanning many years. “We recognise our clients are our sales team, by serving them, we promote ourselves.” Our team are experts in renewable heating system design, operation and maintenance. We are continually expanding our national ‘Partner Installer’ scheme. Call us on 01269 833 100 for information on any of our products.
Contactgegevens
Unit B1 Capel Hendre Industrial Estate, SA18 3SJ, Ammanford, Verenigd Koninkrijk
- 01269 833100
- info@thermalearth.co.uk
- thermalearth.co.uk
4,4
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56 reviews
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Thank you so much
Thank you to Thermal Earth for the project completed recently. We shopped around a little before committing but were sold on the experience and friendly approach by the TE team. We paid a competitive price, we’re treated very well and we’re kept up to date on all aspects of the project throughout. It was completed on time to a very high standard. Thank you to Tony, Nick and the rest of the team for looking after us so well. I would highly recommend.
17 juli 2024
Review zonder uitnodiging
Antwoord van Thermal Earth
Thank you for your kind words and for choosing Thermal Earth for your recent project. We’re thrilled to hear that our team’s experience and friendly approach made a positive impact on your decision. It’s great to know that you found our pricing competitive and appreciated the regular updates throughout the project. We’re especially pleased that the project was completed on time and to a high standard.
A special thanks to Tony, Nick, and the entire team for their dedication and hard work.
Excellent service
Excellent service from start to finish. Very knowledgeable team, who have done everything that we have asked. Can't fault the works carried out, will definitely recommend to anyone.
29 juli 2024
Review zonder uitnodiging
Antwoord van Thermal Earth
Thank you so much for your wonderful review! We’re delighted to hear that you found our service excellent from start to finish. Our team takes great pride in being knowledgeable and meeting all our clients’ needs. We’re thrilled that you were satisfied with the work carried out and appreciate your recommendation.
First Class experience with Thermal Earth
The whole experience with Thermal Earth has been first class.
We started the process with Tony and Nick and found the information we were given was very helpful which enabled us to have confidence in our decision. We were kept informed at all times, from drilling the bore holes to the electrical and plumbing works.
Everything has been done courteously and professionally and we would like to thanks the drilling team, plumbers and especially the electricians who have integrated the system so well.
26 juli 2024
Review zonder uitnodiging
Antwoord van Thermal Earth
Thank you so much for your kind words and for taking the time to share your experience with Thermal Earth. We’re thrilled to hear that Tony, Nick, and the entire team were able to provide you with the information and support needed to make a confident decision.
It’s wonderful to know that you felt informed throughout the entire process, from the drilling of the boreholes to the electrical and plumbing works. We take great pride in our courteous and professional service, and your appreciation means a lot to us.
We’ll be sure to pass on your thanks to the drilling team, plumbers, and especially the electricians who worked hard to integrate your system seamlessly. Your satisfaction is our top priority, and we’re delighted to have met your expectations.
Thank you once again for choosing Thermal Earth!
Excellent service really happy with…
Excellent service really happy with experience
17 juli 2024
Review zonder uitnodiging
Antwoord van Thermal Earth
Thank you for the stellar review Adam! 🌟 We’re over the moon to hear you had a fantastic experience with us. Your happiness is our fuel, and we’re ready to keep the good vibes rolling. If you ever need anything, just give us a shout. We’re always here to make your day brighter!
Not really what I would have expected…
Not really what I would have expected from a mature business/ national franchise holder. ThermalEarth demanded pre payment, then when their engineer failed to show as he was delayed on his first job, they offered us an appointment in 2 weeks' time. When I subsequently found a local supplier to attend in three days and asked for funds to be repaid, i was informed this wouldn't happen for several days until the right person was back from holiday....I won't be going back.
Subsequently I received detailed follow up from a very solicitous Marketing Manager and funds were transferred as promised, albeit after a few days. 10/10 for the marketing department.
18 juli 2024
Review zonder uitnodiging
Antwoord van Thermal Earth
Thank you for sharing your recent experience with us. We sincerely apologise for falling short of your expectations during your recent interaction with Thermal Earth. Your feedback matters, and we take it seriously.
Several of our team members were unexpectedly affected by a sickness bug, including our accounts team member. As a result, our usual processes were disrupted, leading to delays in communication and appointment scheduling. We deeply regret any inconvenience this may have caused you.
Please rest assured that we are committed to improving our communication and ensuring that future appointments are handled promptly. A full refund will be scheduled as soon as possible. We appreciate your patience and understanding during this challenging time.
If you have any further concerns or need assistance, please don’t hesitate to reach out.
Warm regards,
The Thermal Earth Team
Rude and unhelpful!
Rude and unhelpful!
They've happily taken our money but not provided the training that we've paid for!
They seem to have a high turnover of staff (red flag right there!) and the result is a disorganised and incompetent team!
11 januari 2024
Review zonder uitnodiging
Antwoord van Thermal Earth
Afternoon Lynda,
We appreciate your feedback. However, it seems there may have been a misunderstanding regarding the training sessions. Our records indicate that you didn't attend the training session. We also note that the training course you're referring to took place over three years ago, and there was no contact from your end for two years until the recent request for a refund.
We also wanted to provide clarity regarding our payment terms and policies. When participants register for our training courses, our payment terms are clearly outlined, including the provision that a no-show does not entitle you to a refund. In this case, despite our efforts to communicate changes in training dates, it appears that you were unable to attend the rescheduled session. As such, according to our policy, refunds are not granted for missed sessions.
We understand that miscommunications can occur, and we're committed to resolving any issues promptly. Please reach out to our customer support team, and we'll be more than happy to assist you further.
Kind Regards
The Thermal Earth Team
Thermal Earth
I had a ground source heat pump, underfloor heating system, solar panels and a battery storage system installed by thermal earth.
Tony and his team designed the system and I can only praise his work force. From the bore hole drilling team to the electricians and the plumbers. They all know their stuff and have been professional, helpful and gone that little bit extra on site on little things such as hiding cables and pipes to make the installation as tidy as possible.
The system is up and running and appears to be working well. So it’s a big thumbs up from me to Tony and his team.
1 maart 2024
Review zonder uitnodiging
Excellent renewable energy family run…
Excellent renewable energy family run company. These guys are subject matter experts in this market. Have 2 separate renewable energy systems from them and can’t fault their pricing, installation and after sales service. Wouldn’t go anywhere else.
22 januari 2024
Review zonder uitnodiging
Antwoord van Thermal Earth
Thank you so much for your fantastic review and for choosing us as your renewable energy provider. We are thrilled to hear about your positive experiences with our family-run company. It's truly gratifying to know that you consider us subject matter experts in the renewable energy market. We take great pride in staying at the forefront of industry knowledge to ensure we provide our customers with the best solutions. We are delighted to hear that you have not one, but two separate renewable energy systems from us, and that you can't fault our pricing, installation, and after-sales service. Your satisfaction is our utmost priority, and we're pleased to have met your expectations in every aspect of your experience with us. Your loyalty and trust mean the world to us, and we appreciate your confidence in our company. Should you ever need assistance or have any questions, please don't hesitate to reach out. We look forward to continuing to serve you and providing you with top-notch renewable energy solutions. Thank you again for your kind words and for being a valued part of our renewable energy family.
Brilliant job
Brilliant job, highly recommended would use again thanks all.
1 november 2023
Review zonder uitnodiging
STAY AWAY FROM THERMAL EARTH
STAY AWAY FROM THERMAL EARTH
I very strongly suggest you look elsewhere, Thermal Earth are a disorganised and frankly rude bunch of cowboys for want of a better term. They have royally messed up our install and are unresponsive to our concerns. Their office do not communicate with each other, that is when you can get hold of someone.
They sold us the dream, and delivered a nightmare.
If you specifically want Mastertherm, there are much better and more reliable installers around. Walk away, it will be the best decision you've made today, trust us.
19 januari 2024
Review zonder uitnodiging
Antwoord van Thermal Earth
Afternoon Richard,
Thank you for taking the time to share your feedback. We sincerely apologise for the negative experience you've had with Thermal Earth. We take customer concerns seriously, and it's disheartening to hear that your installation did not meet your expectations.
However, would you be able to provide us with more information regarding your project, so we are able to address your concerns in more detail. Are you able to provide us with the name the project is registered with us under, or a quote reference number? We will then be happy to discuss further with you. If you would prefer to email us directly, please do so on info@thermalearth.co.uk
We are committed to resolving this matter and ensuring your concerns are addressed promptly.
Best regards,
Stacey Johns
Thermal Earth Customer Support Team
Brilliant Service
We own a ground source heat pump and had it serviced by Thermal Earth. They could not have been more helpful in ensuring that this service time suited us, even down to changing the time the engineer arrived in the morning to allow us to attend a concert later. The engineer was also brilliant and ensured that we would not miss this concert, which we were very grateful for. I can't rate them highly enough. Thanks
18 december 2023
Review zonder uitnodiging
Acond Heat pump…
We’ve recently had an Acond Heat pump installed. Excellent service from start to finish! Everyone was so helpful and efficient. Already seeing great savings on our electricity bills. Would definitely recommend Thermal Earth and this heating system to everyone.
1 november 2023
Review zonder uitnodiging
Thermal Earth ⭐️⭐️⭐️⭐️⭐️
We have worked with Thermal Earth for 4 years on 5 different projects . Nick was very knowledgable from start to finish on all our projects, some were more complicated than others, he has done a great job in designing and installing a complex and cutting edge system for us. Tony was brilliant on the paper work and the after service. Very professional, the systems save us a fortune, I can’t recommend them enough. Dai Jones, Princes Gate Area Narberth
12 januari 2023
Review zonder uitnodiging
Don't waste your money or your mental…
Don't waste your money or your mental health. This company took £27,000 from me to install a hopeless biomass boiler with promises of rich returns from the Rhi rebate, over £100,000 in 20 years. I should have guessed that if it seems too good, it probably is, but was partially convinced by a neighbour who doesn't suffer fools gladly into going ahead. 7 years later, I've had a rebate of around £800 for burning wood that's cost at least £5000. Not only that, the system plumbing has failed in several connections, a fan has burst and now the whole system has failed due to another water connection bursting during the cold weather and flooding the boiler room. These people are nothing but rogues, they will gladly rip you off. Oh, and now they tell me that they no longer service biomass boilers. Please don't have the same experience as I did, please look elsewhere.
5 maart 2023
Review zonder uitnodiging
Very poor and slow customer service…
Very poor and slow customer service they take days to respond to queries particularly for spare parts
4 oktober 2022
Review zonder uitnodiging
Antwoord van Thermal Earth
Morning John, Thank you for your comments and feedback.
However, we feel that your comments are a little unfair as the delay in response is not down to us but down to the delay from your installer.
Although your installer first contacted us on Monday, it was only yesterday afternoon (Tuesday) that we received the information from them, with regards to your heat pumps model and serial number, in order for us to be able to order the correct part for you. Unfortunately, without this information previously, we were unable to help further. Many thanks Thermal Earth Team
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