dPP Hydronics Anmeldelser 

Extremely disappointing installation and customer service — would not recommend

Wow, where do I even start? If I could give this company a negative rating, I would.

We had our hydronic heating system installed by this company last year, with commissioning completed in late August. Unfortunately, we didn’t actually use the system until much later. When we finally turned it on for the first time, the unit immediately displayed an error message. We then discovered that, during the final check, the pipes had not been reconnected properly, which resulted in water flooding through our house.

When we contacted the company about the issue, instead of sending someone out to investigate a problem with an installation they had completed, we were told that we were due for our first service and would need to pay for this before they would even attend. Our builder acknowledged the issue under warranty, even though this company initially refused to do so.

I then dealt with a customer service representative, Casey, who advised me that everything was booked and that someone would be attending. We waited at home all morning for the appointment. When nobody arrived, I called again approximately 15 minutes after the scheduled appointment time, only to be told that they were not coming because they were waiting for payment from the builder.

What is particularly frustrating is that nobody had the courtesy to contact us beforehand to advise that the appointment had been cancelled. We had an email confirmation of the appointment, yet Casey then told me that because we had not received an SMS confirmation, it was apparently our responsibility to know that the appointment was not going ahead — despite having been given confirmation that someone would attend. We had taken time out of our day and waited around all morning unnecessarily.

When I asked to speak with a supervisor or manager to resolve the situation, I was told that they were all unavailable and “too busy” and that they would get back to me when it was convenient for them.

This entire experience has been incredibly frustrating. Not only have we had issues with the installation and first use of the system, but the after-sales service, communication and customer service have been equally disappointing.

Mistakes can happen, but what matters is how a company takes responsibility and resolves them. In our experience, there has been very little accountability, poor communication and a complete lack of consideration for our time as the customer.

Based on our experience, I would not recommend this company. The installation experience has been disappointing, and the after-sales support has been even worse.

As someone in the house renovation industry, i work with trades daily and have incredibly high standards .
The installation service was outstanding . A huge shout out to George and his colleague, who where absolutely amazing to work with . I am loving the hydronic .

after the last company looking after our system went out of business, it's been very hard to find a good replacement. DPP were very responsive and upfront - technician was terrific, turned up on time, fixed the problem and carried out a service efficiently. Great to do business with.

No wonder some of your reviews aren't great. Tailagated by one of you company cars this morning while doing 80 in 80 zone. Then gave me the bird at the next set of lights. If your going to drive like that don't do it in a car with your company name all over it.

I wish I read these reviews before choosing to use DPP to install our heating system. Installation was in April and I’m still trying to get them to come and finish the job correctly. They installed the heat pump incorrectly, not following their own installation guide.
The thermostat never worked correctly and the installation is a very poor quality with holes and markings on the walls where they fitted the heaters. Customer service is an absolute joke and they no longer operate in Adelaide so they now have to drive over from Melbourne assess the situation and then come back months later.

The company based in Melbourne took on work in Adelaide. There have been delays in receiving the Heat pump from Melbourne. When I called the company, they said that the heat pump was at the supplier in Melbourne but not at their Factory, and it would not be leaving the factory until the 17 February, adding to the already 2-month delay. They were not willing to improve this process and just wanted to blame the supplier.

Advice, installation, and after care service all top notch. 4 years in and still very happy with the whole house hydronic and ongoing service.

Initial installation quality wasn't good but it looks like they will fix it. Will update if/when resolved. 🤞

Unhappy with service
When maintenance was required the person that came did not resolve the problem however the business was very prompt to send and invoice and ask for payment.

So unhappy! Fixed several times but still have a same issue!!

Excellent work done by the team! Very professional, I would recommend their services to anyone and everyone!

Recently had our dydronic heating system serviced by DPP who previously did the installation. DPP is the best in the business, they deliver 100% every time, above and beyond. If you're looking for central heating call Matt at DPP first.

I found you service somewhat disorganised re quotes and what would be installed.

My information is that dPP Hydronics connected the system to the wrong water connection, viz. the one off the water tank rather than the mains water.

We also found a number of minor scratch marks on the timber floor around the panels

The initial installation was not done at a high quality (A number of bent pipes, loose radiators) with multiple leaks and incorrect installation of the thermostats. Our main point of contact was not very responsive to calls and there was not a walk through of the system at the end of the installation. The guy sent out to fix the issues was great though.

DPP's professional services are highly praised.The quality of the heating is very good.Especially when it rains in Sydney these days, the outdoor temperature at night is very low. After the heating in my house is automatically turned on every morning, it is not so hard to get up.

We had had DPP Hydronics now 5 years. Their after sales service is superb and with renovations we have added more registers without any hassle. Their people arrive on time and are very tidy.
We will be signing up for another 5 year maintenance program.
BTW the house was toasty warm all winter. Fantastic!

First part of installation (rough in) went fine and then it continued to go downhill from there. First contractor told me that you always send the same tradesman back and this did not happen. Second day panel installation, the tradesman didn't have the panels. they thought they were doing the rough in. Had to get someone back on multiple occasions to fix the leaking pipes and loud vibrating noise coming from the boiler which would wake us and the neighbors up in the middle of the night. The top left connection of the towel rack in the en suite was pushed through the wall. Not one pipe comes out of the floor straight and in line with the panels or towel racks. Last but not least, we paid for 5 years of servicing the first of which was due September 2020. i was assured that i DID NOT have to book this in as you knew when it was due and would call to arrange. Still no phone call. To be honest, I couldn't be more disappointed.