NIBE Energy Systems Limited

David came out to help with the commissioning of an exhaust air heat pump. He was excellent, very knowledgeable and very helpful would definitely use again, Thank you

Do not spend 1000’s on ground source heat pumps from nibe. No back up and no parts available when it breaks down.. over 3 weeks without heating or hot water now in January and February ( 4 weeks) now 6 weeks with no hot water or heating… nibe do not respond either

Had a brilliant training day at NIBE Energy Systems Limited in Chesterfield. The Air Source Heat Pump course was both highly informative and genuinely engaging from start to finish. A huge shout out to Alan Sanders who delivered the course — extremely knowledgeable, patient, and clearly passionate about what he does. I’d highly recommend booking a course with him if you get the opportunity. Thanks again, Alan 👍

Excellent and a markedly improved service from my Nibe service engineer

Really helpful visit by engineer David from NIBE, couldnt do enough to help. Really appteciywd his help and knowledge

Heat pumps working well Shame about the new my uplink app that provides information on your system It’s just been upgraded so they say, but it’s an absolute backward step that looks so inferior to the previous app. Now most information is hidden and they want £25 a year to access it I’ve just been given 3 months for free . It looks like a 5 yr old has designed it absolutely awful nothing like the original informative well laid out previous edition SHAMEFUL

Very satisfied with Steve our engineer

Great Service & Support. Steve came the engineer to fix a fault that came(one of them ones that can’t be helped) and what a lovely guy!! Explained what was up to give me an understanding and showed me the part! Also wanted some advice regarding a couple of issues I have and agreed with my thoughts issue with the plumbing. He went above and beyond listened to me, checked everything over and explained things. Customer service also great, great communication and kept me in the loop and came out promptly. Couldn’t recommend Nibe enough especially the Engineer Steve. If I could have him come every time I would be happy!

Very disappointed with Nibe customer service. We have two heat pumps and an engineer concluded one of the brine pumps needed replacing over 1 month ago. We're still waiting!!! No reason to blame the hardware but the customer service is very poor. I cannot understand why these parts are not kept in stock. I wouldn't make the same mistake again.

Really poor customer service. Raised a ticket due to heat pump not working a week ago. They keep telling us we are in a queue and will get to it as soon as they can. Been without heating for a week. Shocking service

Worst service ever!!! Not recommend to anyone

Great call and service from Steve

Steve came to service my Nibe ground source heat pump. He did an excellent job and was a pleasure to have working in my property.

Very polite,efficient left job.nice and clean everything he did was explained to me. Good worker

Professional, friendly engineer. Peace of mind for another year after annual heat pump service 👍

Jordan was on time, friendly and efficient . Sorted out our heat pump on a Saturday and explained everything to us in a very helpful manner.

Steve came on the day expected although I had not had a confirmatory email to give peace of mind that someone would actually turn up. He was courteous and explained everything clearly. He repressurised one of the expansion vessels and checked PH and other aspects of fluids in system. All was well. Full service report emailed promptly. All good

Steve was called out to our Air Source Heat Pump to fit a faulty part He turned up on time, and mended the fault

In my 6 year experience with Nibe s200 which I inherited with flat, I have to say what is promised is not delivered Option 1 supposed to work during Summer (water is warm), so we run option 2 Option2 meant to be for winter, we use option 3 as pump struggles with heating both, we end up using option 3 Means we use more electricity than we supposed to. Servicing once a year 400£-500£ quid technician asked for ? Coming and changing filter. Don’t even clean all wind holes etc Where this prices coming from Manual for errors and troubleshooting is very vague Customer services are not helpful for errors, all they do navigate to technicians. Nibe should fix their faulty products without charge.

Great service by Dale and Damien On time, carried out work within the time frame stated. Friendly and helpful to show the system.

Excellent service. High quality.

Phil provides a great NIBE service and is highly professional, could not recommend him more

Temperature goes beyond -3 and it doesn't work. Shouldn't be allowed to be fitted in the UK

Bien obligés de se ranger du coté des avis très négatifs (pages jaunes, réseaux sociaux…). Une garantie de deux ans qui en dit long sur le manque de confiance de la société en son propre matériel. L’investissement est de bonne taille, pour une belle machine séduisante, censée tout faire (chauffage, eau chaude, ventilation, climatisation). La déception est grande aussi, car si vous avez le moindre problème, comme cela a été notre cas, vous devrez vous montrer très patients et très généreux, car jamais la PAC, en elle-même, ne sera montrée du doigt. Les responsables commerciaux nous renvoient au nibe.sav. Le sav nous renvoie à l’installateur qui ne voudra et/ou pourra jamais s’occuper de la machine. La station technique ne s’intéresse finement qu’à la mise en service et aux « entretiens annuels »… elle nous renvoie à un plombier chauffagiste (pour des questions de tuyauterie et de débit) et/ou à un électricien (pour des questions de branchement) voire à Enedis (pour la puissance de compteur, maintenant à 12 KW). Pendant ce temps là, NIBE est tranquille. Le client, dans son petit coin, est le seul à se plaindre. Il y a bien longtemps qu’il n’est plus roi. Ça ne dérange personne. Et pour que quelqu’un vienne voir (simplement regarder « ce qui se passe ») il faut juste payer et rien en attendre. Plus jamais NIBE. Plus jamais de gros engins compacts, bruyants, « sophistiqués », que personne ne veut (peut) réparer. Plus jamais de station technique éloignée, qui ne veut surtout pas de déplacer « pour rien ». Quand on pense aux personnes qui se sont « senties » tout de même « obligées » de venir voir, aucune n’a simplement, ne serait-ce que regarder un peu à l’intérieur de l’engin. Mais non… trop demandé: le déplacement n’était qu’une visite (chère, la visite, car c’est le diagnostic que l’on paye, c’est à dire qu’on paye pour connaître le nom de ceux qu’il faudra ensuite payer pour … « venir voir ce qui se passe ». Bref, nous nous débarrassons de cette PAC très onéreuse et qui nous écœure. Nous l’avons démantelée. Du coup, quand on voit tout ce qu’il y a dedans, qui se côtoie gentiment (eau, air , fluide frigorigène, fil électrique, mécanique, électronique…): pas étonnant qu’elle tombe en panne, pour multiples raisons possibles, sans que jamais personne ne sache lesquelles. Donc, après l’automne, nous passons l’hiver sans chauffage ni eau chaude, et nous attendons le printemps…et bien sûr le commentaire , en retour, de Nibe qui ne manquera pas… de commenter notre commentaire. Aucun problème. Il ne se passe rien. Il n’y a rien à voir, rien à faire. Tout à payer. Le client maltraité reste encore trop « bien gentil ». Même au restaurant, quand c’est mauvais, il paye l’addition. Peut-être qu’en rapportant son vomi, il pourrait se faire rembourser. Avec Nibe, comme avec tout commerçant, pas la peine de compter là-dessus évidemment . Un échange peut-être, mais là, ce n’est plus possible, même pour la revendre, une deuxième fois.

Would not recommend NIBE heat pumps based on my experience. Broken down after only 18 months and replacement part not available for 2 weeks, so I have been left with no heating. They either need to sort the reliability or the customer service.

Awful, they simply don't work - always breaking down and expensive repairs. AVOID at all costs.

Great company with a excellent selection of heatpumps!

Took ages to answer the phone in spite of being told repeatedly I was number one in the queue. Then I was told it was not possible to speak to the technical department. I explained that I had spoken to a technical person previously and he was helpful in telling me how to reset temperature limiter alarm. I just needed to check my recall on this. At this point the receptionist asked me to explain to her, she would talk to technical and then come back to me, which to be fair, she did. What a crazy approach! (If anyone is interested, for an S1155, you remove the front panel and it is button FQ10-S2. You need a pen, as the button is in a hole, recessed behind a protective panel).

I have installed gas boilers for years but now our business has transitioned into Heat Pumps. Our first installation of a NIBE F2040 with SMO S40 controller went very smoothly. The service and back up was as good as I’ve had from any boiler manufacturer. NIBE Technical staff have even emailed me back after hours and on weekends. The heat pump felt top quality with intuitive controls and it was whisper quiet. Heated the place so well that we had to turn it down twice when it was below minus outside. Hot water always on demand with legionella purge. NIBE are more expensive than most but you get what you pay for. Their latest range is highly respected amongst industry peers and is completely different to the old Fighter unit which got a bad rep. If you find a good NIBE Pro installer then you will be very unlucky to have a bad job done and there is a really good, growing network of installers now who can do a top job for you or sort out any issues.

Terrible customer service. The company will not put you through to their technical department unless you are a trained installer. I had a simple question about a Nibe buffer tank but the person who answered simply refused to transfer me. Given that heat pumps are a technology we need to invest more in, it's disappointing to come across unhelpful companies like this. Avoid at all costs.

Awful service. Telephone calls take 10 to 15 minutes before being answered. Our system is under warranty and 2 weeks ago hot water was coming out of the overflow. Also expansion vessel had failed for third time. Engineer arrived but hadn't been told about hot water problem and was there to fit expansion vessel but NIBE hadn't sent the part so couldn't do it. Said hot water tank needed new seal and he identified part and took photo of it. After three phone calls it was sorted that parts would come from NIBE the following Tuesday and engineer attend Thursday to fit them. Tuesday no parts. Rang again. 15 mins to answer phone. Told warehouse not sending out parts as doing stock check following weekend. WHAT A CRAZY EXCUSE. HOW CAN ANY BUSINESS TOLERATE A FULL SHUTDOWN OF PARTS FOR AWHOLE WEEK AWAITING A STOCK TAKE? What will the warehouse be doing for the week? WHY SEND ENGINEER AGAIN IF NO PARTS TO FIT. Am awaiting phone call tomorrow to see if parts can be found and sent Wednesday. Over 2 weeks with no hot water and no end in sight

I spent 2 days trying to get product information for my architect. They passed me to a field person and said I had to call him. After 2 days and various messages with no call back I called the UK office again but was fobbed off saying someone will call me back. If I worked in this company I would be embarrassed reading some of these reviews and knowing that sales folks don't even call potential customers back. All I wanted was 3 ground source heat pumps for a manor house, 1 for the pool and 12 air source units for the cottages. I will advise the architect that we need to use an alternate because they don't communicate quickly with the customer so have no hope of actually getting a quote and the systems.

Really really disappointed, especially with the VIP installer. The NIBE engineer attended and would not comment on the installation ( 7 faults the day after commissioning , including one massive install water leak.). Nibe Engineers' concern purely functionality. He did not program my system to work, wrote a report condemning my property as ' unfinished with no floors or ceilings ( untrue), even fudged my signature on his own report. After asking for it, we were only given the report 3 months after his visit..Terrible company. No access to their technical dept either.

So a new £20K+ Nibe ground source system won't heat the house properly as it keeps switching off and a week of calls to Nibe has got nowhere. A meeting was going to sort it last Thursday but the return call never came. On Monday I was promised a call back the same day and now Tuesday it's back to voicemail every time I call Possibly these people are good in Sweden, but in the UK they don't care about customers at all.

Great products and always good service

Flashy website but short on delivery. Don't be duped by the VIP installers plan, they may only have of completed two jobs before becoming a "VIP Installer" . Nibe are quick to recommend them but quickly wash their hands of responsibility when things go wrong or the installer goes bust. The service/ emergency plan costing £30 p/m is at best sketchy, If you have an emergency and unless your willing to stand your ground, its likely you won't be offered an engineer for days, prepare to be cold! Don't be fooled by the MCS scheme either its full of cowboys. Whilst the scheme is now tightening up, be warned the manufacturers of this new technology are not interested in promoting "fit and proper" installers; but rather just pushing their product into the market by any means possible. I have several properties with heat pumps and can only say; there's a lot to be said for gas!

Technical help told me they didn't know the power usage of the controller and that I should read the manual and then hung up.

Terrible service! we are a heating and plumbing biased maintenance company. We contacted Nibe to repair a unit in a property we maintain, as we are not experienced with these units. After a £450 fee, 4 engineer visits and 8 months later the unit is still not fixed, the residents have not had heating or hot water the whole time. They are now blaming an external pump to be the fault which not one of the first 3 engineers mentioned in any of they're reports, they are now washing they're hands of it and the technical manager Chris Easton won't respond to any further emails. Absolutely shocking service. There are far better heat pumps on the market from far more reputable manufacturers, avoid these like the plague!

They only offer service plans for boilers under 5 years old which says a lot about their confidence in their products

We have been a customer of NIBE's for over 6 years, they provide quality products, advice and support. We rarely have any problems, but if we do, we know we will get prompt service to resolve the issue. As with any high end, configurable product, it is best to ensure that your system is installed by someone who knows what they are doing...

Excellent company to deal with. Good quality products and first class support.