Extremely poor after-sales service – avoid ITS Heat Pumps

Extremely poor after-sales service – avoid ITS Heat Pumps

I bought a heat pump from ITS Heat Pumps in Somerset West, which was installed by a plumber they personally recommended. From day one, the heat pump made an extremely loud noise, so loud that it woke people up at night. This was clearly not normal or acceptable for a brand-new unit. I immediately contacted ITS Heat Pumps. Instead of taking responsibility, they simply gave me the same plumber’s contact details again and told me he must check fittings, couplings, and clean certain components. After this visit — and another expensive bill — the heat pump was still just as noisy. At this point, the unit was still under warranty, yet nothing was resolved.

Terrible After-Sales Service and No Support My experience with ITS Heat Pumps has been extremely disappointing. Once the product was sold and paid for, their interest in me as a customer completely disappeared. Their after-sales service is terrible. Despite ongoing issues, they never once offered to repair, replace, or even send one of their own technicians to properly inspect the system. There was no ownership taken and no effort made to resolve the problems. I invested a significant amount of money in a heat pump specifically to reduce my electricity bill, only to discover that a heat pump is not the solution I was promised — and ITS Heat Pumps certainly does not stand behind their product. Customer support is non-existent, and communication is frustrating and unhelpful. I will never buy another product from this company again. I strongly advise any potential customers to look at other suppliers and avoid ITS Heat Pumps at all costs. There are far better options out there with companies that actually care about their customers after the sale.