ITS Solar / ITS Heatpumps
2.3|19 reviews
PH
Paul H
1 reviews | Active since Member
06 Oct 2023, 15:39
ITS Heat Pumps - A disaster waiting to happen
In early May 2023, I contacted ITS through their website, inquiring about the installation of a heat pump. I was promptly contacted and informed that ITS would refer me to one of their installation agents. Subsequently, Carl from Urban Blue Maintenance reached out to me and provided a quotation for the installation.
Post-installation, the first issue I encountered was excessive noise emanating from the heat pump. Urban Blue addressed this by placing a rubber piece between the metal grate and the body of the heat pump.
However, in early June, I observed a leak from the geyser. Upon a closer look, I discerned that the leak was originating from the pressure valve. Despite the clear connection to their work, both Urban Blue and ITS denied responsibility, attributing the issue to my geyser and not the recent heat pump installation. I sought the expertise of an independent plumber, who confirmed that the change in pressure due to the heat pump was the root cause.
Further issues arose regarding the water temperature and water flow rate/pressure. My hot water system has been inconsistent since the installation of the ITS heat pump.
I took the initiative to convey my concerns via a detailed email to the installer, urging a comprehensive review of the installation. Regrettably, up to the point of my email, no representative had ever been on-site for a post-installation check.
What’s more disheartening is the complete lack of response to my concerns from both ITS and Urban Blue.
The most recent debacle, however, was the most devastating. One morning, I awoke to find my house inundated with water. A pipe connecting the heat pump to my geyser had come loose due to substandard workmanship. The fallout? 150L of water severely damaging the ceilings in two bedrooms and the laminated flooring in three rooms.
Despite this catastrophe, I've received neither a follow-up nor an apology from ITS or the installer. I strongly advise anyone in the market for a heat pump to steer clear of ITS and their associated installation agents.
Helpful (0)
Replies (786)0
Replies (786)ITS Solar / ITS Heatpumps's replyOfficial
09 Oct 2023, 06:58Hello Paul
With regards to the installation, ITS does not install, we are a supplier, you were given a list of companies to call on for installation base on their knowledge and familiarity of our product. you chose to go with Urban Blue. Urban Blue is in no way contracted or employed by ITS, to blame ITS for a installation issue is unreasonable as we have no control over the installation process. My last communication with you we discussed that Urban Blue team would come out and assist you with the problem. You told me that you and Urban Blue cam to an acceptable agreement and things were moving forward. I want to note that you did have other contractors in your roof and inspecting the geyser, whos to say they did not accidently stand on the pipe or fiddle with it compromising the connection. Also note that the Pressure release valve main function is to release excess pressure and also has a limited life span. ITS will be more than happy to assist you should you have any problems with your Heat Pump directly.
With regards to the installation, ITS does not install, we are a supplier, you were given a list of companies to call on for installation base on their knowledge and familiarity of our product. you chose to go with Urban Blue. Urban Blue is in no way contracted or employed by ITS, to blame ITS for a installation issue is unreasonable as we have no control over the installation process. My last communication with you we discussed that Urban Blue team would come out and assist you with the problem. You told me that you and Urban Blue cam to an acceptable agreement and things were moving forward. I want to note that you did have other contractors in your roof and inspecting the geyser, whos to say they did not accidently stand on the pipe or fiddle with it compromising the connection. Also note that the Pressure release valve main function is to release excess pressure and also has a limited life span. ITS will be more than happy to assist you should you have any problems with your Heat Pump directly.
Best regards,
ITS Solar / ITS Heatpumps's reply09 Oct 2023, 06:58
Official
Hello Paul
With regards to the installation, ITS does not install, we are a supplier, you were given a list of companies to call on for installation base on their knowledge and familiarity of our product. you chose to go with Urban Blue. Urban Blue is in no way contracted or employed by ITS, to blame ITS for a installation issue is unreasonable as we have no control over the installation process. My last communication with you we discussed that Urban Blue team would come out and assist you with the problem. You told me that you and Urban Blue cam to an acceptable agreement and things were moving forward. I want to note that you did have other contractors in your roof and inspecting the geyser, whos to say they did not accidently stand on the pipe or fiddle with it compromising the connection. Also note that the Pressure release valve main function is to release excess pressure and also has a limited life span. ITS will be more than happy to assist you should you have any problems with your Heat Pump directly.
With regards to the installation, ITS does not install, we are a supplier, you were given a list of companies to call on for installation base on their knowledge and familiarity of our product. you chose to go with Urban Blue. Urban Blue is in no way contracted or employed by ITS, to blame ITS for a installation issue is unreasonable as we have no control over the installation process. My last communication with you we discussed that Urban Blue team would come out and assist you with the problem. You told me that you and Urban Blue cam to an acceptable agreement and things were moving forward. I want to note that you did have other contractors in your roof and inspecting the geyser, whos to say they did not accidently stand on the pipe or fiddle with it compromising the connection. Also note that the Pressure release valve main function is to release excess pressure and also has a limited life span. ITS will be more than happy to assist you should you have any problems with your Heat Pump directly.
Best regards,
PH
Paul H's updateReviewer Update
09 Oct 2023, 08:04 "you were given a list of companies to call on for installation base on their knowledge and fami****ity of our product. you chose to go with Urban Blue"
This statement is 100% untrue and I have emails to prove it.
"You told me that you and Urban Blue came to an acceptable agreement and things were moving forward."
I agree I said that, but immediately after that Carl Putzier tried to redirect the resolution to come from an insurance claim with their insurers. As I mentioned to Darryl via Whatsapp, why would I allow the same company that caused the flooding to now arrange to fix the resulting water damage?
Your response here is sadly comical.
This statement is 100% untrue and I have emails to prove it.
"You told me that you and Urban Blue came to an acceptable agreement and things were moving forward."
I agree I said that, but immediately after that Carl Putzier tried to redirect the resolution to come from an insurance claim with their insurers. As I mentioned to Darryl via Whatsapp, why would I allow the same company that caused the flooding to now arrange to fix the resulting water damage?
Your response here is sadly comical.
PH
Paul H's update09 Oct 2023, 08:04
Reviewer Update
"you were given a list of companies to call on for installation base on their knowledge and fami****ity of our product. you chose to go with Urban Blue"
This statement is 100% untrue and I have emails to prove it.
"You told me that you and Urban Blue came to an acceptable agreement and things were moving forward."
I agree I said that, but immediately after that Carl Putzier tried to redirect the resolution to come from an insurance claim with their insurers. As I mentioned to Darryl via Whatsapp, why would I allow the same company that caused the flooding to now arrange to fix the resulting water damage?
Your response here is sadly comical.
This statement is 100% untrue and I have emails to prove it.
"You told me that you and Urban Blue came to an acceptable agreement and things were moving forward."
I agree I said that, but immediately after that Carl Putzier tried to redirect the resolution to come from an insurance claim with their insurers. As I mentioned to Darryl via Whatsapp, why would I allow the same company that caused the flooding to now arrange to fix the resulting water damage?
Your response here is sadly comical.
ITS Solar / ITS Heatpumps's replyOfficial
09 Oct 2023, 10:17Hello Paul a solution was offered, the installer offered to rectify and fix the problem yet you choose not to allow them so not sure what more you expect from Urban Blue, they have tried to resolve the problem but you choose not to accept their help.
Best regards,
ITS Solar / ITS Heatpumps's reply09 Oct 2023, 10:17
Official
Hello Paul a solution was offered, the installer offered to rectify and fix the problem yet you choose not to allow them so not sure what more you expect from Urban Blue, they have tried to resolve the problem but you choose not to accept their help.
Best regards,
PH
Paul H's updateReviewer Update
09 Oct 2023, 11:18I'm sorry but an offer of having their insurer handle my insurable interest after damages they caused is not a solution. I asked Urban Blue to compensate me for direct financial losses and it was refused.
As far as I am concerned there has been offer of remedying the damage they caused by the poor workmanship of an installer I was forced to use by ITS.
As far as I am concerned there has been offer of remedying the damage they caused by the poor workmanship of an installer I was forced to use by ITS.
PH
Paul H's update09 Oct 2023, 11:18
Reviewer Update
I'm sorry but an offer of having their insurer handle my insurable interest after damages they caused is not a solution. I asked Urban Blue to compensate me for direct financial losses and it was refused.
As far as I am concerned there has been offer of remedying the damage they caused by the poor workmanship of an installer I was forced to use by ITS.
As far as I am concerned there has been offer of remedying the damage they caused by the poor workmanship of an installer I was forced to use by ITS.
PH
Paul H's updateReviewer Update
09 Oct 2023, 11:19Correction:
As far as I am concerned there has been NO offer of remedying the damage they caused by the poor workmanship of an installer I was forced to use by ITS.
As far as I am concerned there has been NO offer of remedying the damage they caused by the poor workmanship of an installer I was forced to use by ITS.
PH
Paul H's update09 Oct 2023, 11:19
Reviewer Update
Correction:
As far as I am concerned there has been NO offer of remedying the damage they caused by the poor workmanship of an installer I was forced to use by ITS.
As far as I am concerned there has been NO offer of remedying the damage they caused by the poor workmanship of an installer I was forced to use by ITS.
ITS Solar / ITS Heatpumps's replyOfficial
09 Oct 2023, 11:40Mr Hansen ITS never forced you to do anything of the sort and companies like Urban Blue have workers compensation and Public liability cover for these very circumstances, their insurance is prepared to help them get you sorted out but you refuse their help.
Best regards,
ITS Solar / ITS Heatpumps's reply09 Oct 2023, 11:40
Official
Mr Hansen ITS never forced you to do anything of the sort and companies like Urban Blue have workers compensation and Public liability cover for these very circumstances, their insurance is prepared to help them get you sorted out but you refuse their help.
Best regards,