“I was sold a Dimplex ground source heat pump and hot water installation by Ecovision in 2011 - Installed 2012. The sales team were very helpful but take care about what's included in your quote and what's excluded – it is clearly written in the small print so there should be no confusion, but we were nevertheless surprised by the scale of investment required beyond our £21000 plant room installation. Groundworks to be done by others (in our case £7000), electrics to be done by others (in our case £2000), underfloor heating and pumps to be done by others (in our case £7000), radiator circuit to be done by others (in our case £6000). These separate entities all have to be managed and dovetailed which I found difficult – particularly getting the electricians to do what the Ecovision plans showed. Nevertheless the Ecovision part of the installation was done by a friendly helpful and competent crew in March 2012.
Then our circumstances changed in that we had serious unexpected problems with the house (nothing to do with the heatpump or Ecovision) which meant it was all switched off and we were out of contact for two years. When we finally tried to reengage with Ecovision the service was patchy with occasional very helpful encounters but long periods with zero response. The worst examples were when I’ve needed emergency help for faults (none forthcoming) and when I needed heat meters fitted to be able to claim the RHI. It took 4 months and an escalation within the company just to get a price. Although I accepted the estimate and asked for the meters to be fitted, after a further 3 months of zero contact I had to give up and get the work done elsewhere before the cut off for legacy applications earlier this year.
On a much brighter note, we have recently re-established contact with Ecovision and had a thorough internal review of our case undertaken by the company. As a result we have received a formal apology, had new communication pathways opened up, and I understand that there have been some procedural and administrative adjustments made within the company which should prevent anyone else falling through the cracks as we clearly did. This episode has been dealt with in a very professional manner much as our first encounters with Ecovision were 4 years ago. And that bodes very well for the future – although I’m really hoping that we have no cause to test it anytime soon.”
Hi Stuart, thank you for your feedback,
Since 2013 and the introduction of the RHI we have made improvements to our after sales support one of which involves a member of our team who is directly involved with helping customers complete their RHI application.
This has helped to create a smoother and more supportive process when our customers apply for the RHI.
If you would like to learn more about this or need any help with your application please call 01666 501 580