Only heard yesterday from Alto Energy, which has been started up by former employees of Ice Energy. From the email they have the IVT distributorship for the UK will be stocking parts.
I have had numerous problems with my heat pump locking out, since it was "serviced" in November. No problems before. Had 3 visits from engineers but they could not fix the problems. Eventually told it was the main pump. A pump was sent without me being aware, no engineer available to fit it. At least I have the pump which I can fit myself.
I took out the 5 year warranty which has I think 2 years to go. At least I have only lost £500. Ice Energy aftersales was terrible with slow response time, difficult to contact, but I do feel sorry for the staff who have lost their jobs especially Sheila and Toni who were helpful on the RHI application.
Review by Vidhatha2 years ago
I've been trying to get technical support since Xmas 2016. Have had the system for just over a year and has failed numerous times.
The website suggests what to do if one wants to order or has ordered but doesn't say anything about pumps that may be failing. As a company, they should be taking care of existing systems first before eve thinking of installing anymore pumps.
Could you please advise who to contact for technical support?
SK Leamington Spa
Review by Kanya2 years ago
We paid a deposit of £1150 to Ice Energy last September for a heat pump to be installed this year into a new build house, why didn't they have a deposit guarantee scheme in place? I run a double glazing business and have to offer this, disgusting to steal other people's money then cowardly go under. Slim chance for us to do 'chargeback' but it's not looking great.
Review by Hafizh2 years ago
I purchased a five year service contract with Ice Energy in September, 2016. I have, sorry had, an extended warranty that has (had) three years still to run. I found out about the liquidation of Ice Energy from Alto Energy who have taken over the Ice Energy web-site.
Can any body advise me on any recourse that I may have?
Review by Herculese Adleman2 years ago
I was told by Ice Energy that this ground source heating would be cheaper than the Economy 7 which I had at that time. After 2 years on this ground source heating my Kwhours have gone up. There is no control of the temperature inside the property, when the sun shines on the windows I have to open the door or switch the heat pump off to cool the place down. The only control is a thermostat on the outside back wall of the property which can be as much as 5 degrees colder than the front. Also their workmanship left a lot to be desired.
Review by Tranvo2 years ago
Took my money on the 15th Jan, must have known they wouldn't fulfill my order - which should at least see the Directors banned from office going forward, I certainly will be persuing them. Can't see any details anywhere of the receivers appointed - does anyone know?
Review by LJMattox2 years ago
I had my gsh from ice energy in 2013. I was happy with the sales and after sales dept. I've found the technical dept very helpful for advice over the phone.
Review by Deivson2 years ago
The alterations to our home had already started when my wife was recommended by a work colleague to consider underfloor heating and 'Ice Energy' whom he had used.
We considered and decided to go ahead, my builder said okay, Ice Energy took the alteration plans, prepared the heating layout details and delivered all the bits for installation within two weeks.
Was it worth it? One of the best decisions we have ever made, underfloor heating should be mandatory for every new development in this country.
Review by Tedius2 years ago
After hearing the news about Ice Energy we felt it necessary to try to help their customers who have lost their deposits and have been set back in the installation of any underfloor heating or Mitsubishi Ecodan heat pumps. As a result of this we have decided to try and help those people out. If you still require a fast turn around for underfloor heating and Mitsubishi Ecodan heat pumps please contact myself at ggraham812(at)gmail.com and i will put you in touch with the company who helped me out. Great bunch!
Review by Guusje2 years ago
We have been Ice Energy customers for a number of years.
We have at times experienced indifferent customer service in the past, sometimes receiving poor advice over the phone and inaction to resolve problems. Which has cost us a lot of time, effort and unnecessary worry.
However, I cannot praise the engineers enough who have been to site. They get 5 stars and have given me confidence in the heat pump and have always gone above and beyond for us as customers. The last engineer, Martin, who came to site was absolutely superb and did a thorough check of the system and solved ongoing issues we'd had.
Ice Energy would be useless without their engineers on the ground.
Although we had some initial problems, the ground source heat pump runs well and does a good job - so overall we are satisfied.
I would recommend having a ground source heat pump installed, especially if you are doing a new build.
Review by Leve Maheswaran2 years ago
I purchased a 5 year service and warranty at over £2200 in the middle of January and only found out that the company were in administration when I tried to book the annual service. They must have known that they were in trouble when they took my money and they shouldn't be allowed to get away with such poor practice and the directors should be struck off and not allowed to run a company again. I am really angry as this was a lot of money that I can't afford to loose. Unacceptable and obviously a bunch of charlatans!!
Review by Samsun Dryll2 years ago
We've had our ASHP (EcoDan) for over a year and it's performed faultlessly. I have to say "Ice" were a difficulty company to deal with and really the installation was a comedy of errors (without wanting to add salt t the wound) - wrong address, lost engineers etc.
I've only ever taken out 3 extended warranties, one with Ice Energy and the other with Empire Direct who went bust. I guess this is the problem with taking out warranties with the "retailer" rather than the supplier.
So I've paid for 3 years servicing to keep the warranty good to enable me to continue claiming RHI payments. At least we got once service in, which was nothing more than I could have done myself.
Really, I think it says more about our country's attitude to renewable energy than anything..
Update. Ice have gone bust. My fault I know for taking out extended warranty :-(
Review by Gyamfi2 years ago
So it appears a few weeks before they went bust, they were selling heat pumps cheap on eBay. Surely they must have known they were going bust and hence tried to offload their goods. Why sell to new customers when you have already taken people's hard earned monies for the same products. Dishonest and greedy management. Trading Standards should be involved it this .
Review by JJCustomer Derrow2 years ago
We have had two IceEnergy heat pumps systems installed in our homes and prior to this debacle would have thoroughly recommended them. The system itself is brilliant. Having lived in our current home for nearly six years we have been delighted to come home to a cosy warm home that takes care of itself.
However in autumn last year we were persuaded to take out an extended warranty/service package at a cost of £1485. We had a service and we're told we needed a new bladder for the expansion vessel but this wasn't covered in the cost. When my husband remonstrated with the company they agreed to renew the part. This hasn't happened due to the current state of affairs.
We are struggling to understand how we were charged nearly double the going rate for other people's service plans? How can they jump up the charges so high? Now we have no warranty or service plan and face spending out on another to ensure RHI payments. This seems grossly unfair.
Review by Konraad2 years ago
Ice Energy are in liquidation (with Critchleys of Oxford).
I am a former employee and cast assist with further advice if needed.
Review by Camylle2 years ago
We had a ground source heat pump installed for a new self-build in 2013. We also had Ice Energy supply and install the under-floor heating for the house. The heat pump has been great - working away day after day. I've had a couple minor issues with the system in the last year or so and, although it can be quite a long time before Ice Energy's service department answers the phone, when you eventually get through they've responded quickly, sending an engineer out to sort out the issues (under warranty) pretty promptly, the engineers being very knowledgable and efficient. Overall, I have been very pleased with the ground source heat pump system and its installation, but less happy with the under-floor heating. Whilst it was good to get all of our heating system from one supplier, the underfloor heating seemed to be a bit of a side line for Ice Energy which they don't seem that keen to provide on-going support for.
Review by Byan2 years ago
Very helpfull, wonderful service
Review by Ulamila Vevay2 years ago
Very thorough & reliable service
Review by LyT2 years ago
excellent, reliable and consistent technology. very economical
Review by Virizion2 years ago
I've been with Ice Energy for more than 10 years. I've always found them friendly and totally reliable. It is a tragedy that they have ceased trading. I understand that the cut in government grants destroyed their cash flow for their big projects helping those in fuel poverty. I hope the receiver can look after those of you who have lost out. I personally have lost £1,500 for maintenance. They have lost their jobs and life work
Review by Korneliusz2 years ago
Can some one let me have Rhyans web address as I cannot find it, I have a issue with my step controller between the two 12 kw I IVT boilers. Thanks. Mike carpenter
Review by Torkers2 years ago
We paid over 7000 pounds for our heat pump with the promise to deliver in 3-5 weeks. Still waiting after numerous calls and emails. only last week after sales told me she didn't know why we hadn't received it and would forward our complaint to the MD. now find out they have stopped trading. They must have known they were in financial trouble then but still continued to take money. That is called fraud and is a criminal offence. The MD should be in prison and the Chairman should be with him and without his MBE ! What a joke.
Does anyone know how we can get our money back apart from going down there with a baseball bat?
Review by Willer Derrow2 years ago
Hi, firstly feel for all those that have lost money with Ice Energy. Always found them helpful but latterly really hard to get hold of. I had an engineer booked to come on Friday 10th Feb, I'm guessing he's not coming now. Does anyone have any contact details for an engineer that knows GSHPs and covers east yorkshire for a suspected issue with my compressor. Tel 07894002913.
Review by Mangmee2 years ago
I think if you have an off the shelf install then you'll be fine, I had a system designed by another company that I left as the government payments came in and Kensa put their prices up as they wanted the government money.
but I got a non plumber from Ice energy that already decided that we was not going to pass my system before he turned up as I did not use their hot water tank, ground loop design and used plastic manifold instead of their copper one and had a small leak. The install was not totally complete due to the house not being finished. but the professionalism of this non plumber non existent and let their company down. Also he commissioned the ground loop and did not put enough anti freeze in so system froze on the first winter lucky no damage.
Got a plumber on the next sign off and he was great as he know what he was looking at. also had quite a few arguments with the company as my hot water tank that is built for heat pumps was not their own. I had to get the professor that designed and sells them to email ice energy to inform them they were wrong but ice energy would still not accept it,
But installed late 2013 and being running flawlessly, recommend IVT heatpumps and Advance Appliances water tanks though. Heat pumps are great this year we have turned it down as we stopped using our stove as it was so nice and warm.
Review by PatrickandHarley Schnowalewski2 years ago
From Day 1, Ice Energy have been there from my initial enquiry through to post sales support, installation and post installation support, nothing has been too much trouble.
I would use this company again and again without reservation