Painful experience...
It's hard to read the excellent reviews given the experience we had with Utilitypro's. Ian and his team were the designated plumbers and installers for the builder who renovated our house in 2022/3. They were responsible for all the plumbing, underfloor heating, solar panels, batteries and an ASHP. The job did not run smoothly (I have just scanned the emails of the period and it brought back the pain...) For instance, despite knowing we had 3-phase electricity they installed a single phase inverter. They mis-priced the underfloor heating by £5000 and there were many more issues, but most recently when Mitsubishi came to service the ASHP they found the electric boards were wrongly installed on the heat pump and on the water tank and there was no record on our handover certificate of what type of anti-freeze had been used in the ASHP so it couldn't be topped up.
Ian organised for the electric board to be rectified and despite blaming Mitsubishi for not entering the anti-freeze details on the certificate, on November 26th he emailed to say " We can certainly top up the antifreeze for you though, i will get this booked in ASAP. It is a bit manic at the moment but i will confirm ASAP." I asked again in January. Still no response in February.
In the end it became hard to believe anything Ian said and it's happened again.
Added after Utilitypro response:
Ian’s response is typical of our experience of the manipulation of the facts and scant relationship with the truth. I could add chapter and verse from emails and texts regarding the 3 phase electric. We also received nothing directly from Mitsubishi. Utilitypro was paid directly for installation. It was their responsibility.
I also see nothing mentioned about topping up the antifreeze…I’m surprised Ian didn’t deny sending the email…
Reply from Utility Pro's
Dear Sally, thank you for your valued feedback, whilst we disagree with the events you have described, we do apreciate you taking the time to review us.
The solar system you specified on the build was a single phase system, the design you signed of was also a single phase system, 3 phase was not installed at the property until the end of the project and Utility Pro's were not made aware of this change. The upgrade to 3 phase had also happened post install.
With regards to the heat pump, this was a Mitsubishi heat pump, this was commissioned and signed off by Mitsubishi post install. All satisfactory. The type of glycol used was clearly marked on there commissioning sheet they provided you in the handover.
Although we do aim to please everyone, and our feedback very much shows this, there are occasions where dishonesty from a minority of customers to try to get more for there money. Unfortunetly this is one of those occasions where you have not clearly communicated the upgrade to 3 phase prior to allowing us to install your system, to then trying to get us to replace it for FREE. It is unfortunate and we have made every effort to make your experience second to none.
