Thermal Earth

Excellent service was provided by Thermal Earth for the annual service of two heat pumps, a GSHP at our and an ASHP at our daughter’s house. Our MasterTherm GHSP is ten years old now and we have had a few issues in the past, so I decided to ask Thermal Earth to service it this time as they are the importers of MasterTherm heat pumps into the UK and they are the experts, providing training courses for other installers. They said it would be easy for their engineer to service our daughter’s ASHP on the same day even though it was from a different manufacturer. The only problem was the fact that we are in East Lincolnshire and Thermal Earth are in South Wales, so the travel cost including a night stop for Dan, the engineer was very expensive. Dan arrived from South Wales at about 1130 am. He got straight to work and completed the work in about an hour. In addition to the annual service, he changed the magnetic filter in the ground loop, which had been leaking. He spotted rusting on one of the expansion vessels, which could have led to failure. He had a spare one in his van, so he changed it. He stopped a leak in a radiator valve and got another radiator working that hadn’t worked for some time. Our GSHP has been off-line for some time. Dan was able to say the problem was not the heat pump but our home internet. I have since found the problem. I had total confidence that this engineer, Dan knew his job extremely well. I cannot say the same about some others, whom I found in the past to service the GSHP. Dan then went to our daughter’s house. One issue with it, which I was told was not an issue by the installers, was that from time to time there was a discharge of water from an overflow. Dan immediately saw that the expansion vessel for the domestic hot water circuit had been wrongly installed the wrong side of a non-return valve, which effectively isolated it from the circuit. Was it worth the expense of Dan travelling to Lincs form S Wales? Yes, absolutely. Dan is an expert with this technology and he instilled confidence in his work. He fixed all outstanding issues and found solutions to problems that no one else I’d found was able to help with. I have found that a significant problem with heat pumps is after sales service. Renewable energy firms come and go with regularity. The company, who installed our GSHP have long since gone bust and recently the local firm that installed our daughter’s ASHP went bust. Therefore, sometimes it’s worth calling out experts, who will probably have to travel a considerable distance.

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.

We had our ground source heating system serviced by Daniel from Thermal Earth yesterday. Excellent customer service, courteous, considerate, helpful and knowledgeable. No hesitation in recommending him.

Well over ten years ago Thermal Earth installed a heating system to the ground and first floors of our Barn Conversion. This included laying of insulation, pipework loops and liquid screeds. A borehole Ground Source Heat Pump was selected, the equipment being of the best quality including Domestic Hot Water. Its operation has been faultless and inexpensive to run. Thermal Earth are still in regular contact to arrange annual service checks. These are carried out efficiently by friendly helpful staff. This firm has recently replaced a water damaged Heat-pump system for a near neighbour, the original installer being totally uncooperative. I am so pleased that the new equipment has the same manufacturer as our system, and that Thermal Earth is still around to guide us, having recently moved into bigger premises.

Great service from the engineer who helped us with our heat exchange unit which needs a new part. Our biomass boiler is regularly serviced by Thermal Earth engineers who has always been efficient and extremely capable.

Great service on site with knowledgable and friendly engineers. Always help to improve the running of our heat pump system. Missing one star as you are required to pay for engineer mileage and I live far from their base, so often adds noticeable cost to my bill, so will consider local providers too.

Daniel did an excellent job of 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 very many questions etc. We would definitely recommend him. Thanks so much! V and B Hamilton