Supreme Heating

"We had solar heating installed. We noticed straight away that we were constantly having to top up the pool a significant amount every 4 days. I rung and asked if this is normal. They said it shouldn't be but asked me to keep an eye on it. They had rerouted the existing plumbing to use one of the existing pumps and hadn't put the seal back in the end of one of the pump connections and water was gushing out all day long while the pump was running. I put another seal in myself but still noticed while the pump was running throughout the summer I was having to top up the pool by 100-150mm every 4-6 days. I rang back and they said they keep an eye on it?? I contacted them again and they said they this does sound like there is a leak and would organize to come out. After 18months and a few phone calls still no one has come out. I phoned back recently and finally got a call back, someone organized to come out but is forcing me to pay a $250 call out fee before they attend. They said that is normal, however when I've phone previously they claimed that this would be under warranty which it should be as this is still within the 2 yr period. This person told me that because I have waited so long it won't be under warranty?? He also claimed that because they did no plumbing work themselves this wouldn't be warranty. (They actually dug a trench and laid plumbing as part of the installation) This person tried to tell me that the issue may have been caused by me?? I cannot see how I could have damaged this? It is on the roof and under the ground, I do not go on the roof nor do I go underground. Again, this has been going on since it was installed. Then he has also tried to blame the pool installer but as I told him when the solar isn't running we don't lose water!! He said when he comes out he will also just charge any repairs to my credit card. So he has made it very clear that although there is a 2yr workmanship warranty and 10yr product warranty and both fall under the warranty period I would be paying for this? After paying close to 7k for the initial installation that has always been leaking I am now expected to pay for this company to rectify their own faulty installation? So end result I now have organized for another company to come out and resolve this fault. Could get enough help from them when going through the quoting stage but cannot get a call back afterwards. Poor after sales customer service. Avoid. Supreme Heating please don't leave some BS response like you have tried to resolve this issue or tried to arrange a time previously because you've done nothing in 18 months. Don't pass the blame onto your customers. I paid for solar heating to be installed, I swim in my pool, how could I have damaged something that is on the roof or underground? In response to your reply below. No one in your company has ever called me back to sort this issue out in 18months. I place a review and your company responded via google reviews within the hour!! Yet I have sent you an email this morning 4 hours ago and no response?? So I will respond here. I have never successfully organized an appointment with your company for anyone to come out and repair this issue, and to claim that I had cancelled an appointment last year is a flat out lie. Why wouldn't I? This is costing me a lot of money as my water bill has almost doubled since having this installed. To claim I have been asked to supply photos of the issue is also incorrect. As I've mentioned to all the people I have spoken to at your company I cannot see the leak as I have a 2 storey house and I cannot get up there, I cannot see it from the ground area and the section underground ( which I suspect is where the leak is) I cannot see this as it is underground. If anyone actually asked me for photos I would have responded with photos of what? I'm not trying to be rude I just cannot understand why I would be being asked to take photos of something I've already explained that I cannot see?"

"Awesome Customer Service. Ashley was very efficient, my solar heating was replaced to a very high standard. He went above and beyond, explaining everything that he had done and left me with a user manual and spare parts kit. Would definitely recommend Supreme Heating and Ashley."

"Heatseeker Nova Heat Pump. Possibly worst piece of equipment I’ve ever owned. 3 flow switches replaced. Control panel (on/off switch) failed. Heat exchange fins corroded due to salt water leak. All just out of warranty requiring full replacement and thousands of dollars. Company won’t replace despite several catastrophic failures. Used maybe 6 times since I had it so will scrap it. Not worth replacing. Avoid."

"Excellent service on my pool solar heating. Ash (service tech) was brilliant. Polite, responsive, and helpful throughout the service call. Will use these guys again"

"Thanks very much for accommodating us with a repair to Solar system on the roof on very short notice. Ash took the call within an hour after logging the request on Friday and did a repair the very next day on Saturday. This was unexpectedly quick response, and his great customer service attitude is very well received."