HRV Avis 

We had some guy come around to our place to give us a quote, He showed up with no pen or tape measure, very unorganised. Never recieved a quote back, I've emailed there office and they said they would look into it and I just never hear anything back. I have gone with a different company in the end. Waste of time this company is.

Fantastic service from the beginning (quoting) to the end (install follow up). All communications were great - very prompt and clear. Install was quick and efficient. The team were really respectful, explained and gave a really run through of the system. I am very happy with how the system is performing. It's exactly as advertised and has made a difference in my house.

Great service, efficient,respectful asked about taking shoes off.

Emailed the CEO with my complaint. He responded very promptly and investigated my concerns. All sorted.

Cancelled appointments and rebooking

1. The lack of communication at the booking end for rescheduling the jobs, they said they are going to call but never does
2. No priority for cancelled appointments when asked, one must go to the back of the queue as a 'new booking'

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I have had 2 occasions with cancelled bookings, where I have received a text message in the morning saying the technician is away sick and cannot make it (understandable).

The part which is frustrating is that, in the very same text message, it mentions someone from HRV will be in touch with me shortly to rebook.

No contacts are made for 2 weeks from them, during this 2 weeks I have emailed HRV to 'remind' them but no replies. At the end I had to call HRV, the operator sound surprise, made some excuses saying it may be a system glitch and book me on the spot.

Less stars if I could , had system installed some years ago , to get rid of condensation , did work , then a bit later , foolishly added a heat transfer unit at some $3000 , including “ ducting for Africa “ with a tangle of it in my ceiling space , despite having at least 6 visits by Techs !!! It has never worked - so gave up , now just use it to attempt to remove condensation ,as for filter replacements , an even bigger con.Someone’s very apt description “ a fan in a box “ very expensive dubious air handling system ( very cunning date of experience limited -duh

To say lack of customer service and communication is an understatement.
Don't reply to emails in a timely manner (waited 19 days), can't get through to the office line.
Just a terrible company to deal with unless its on their terms, and they are wanting to sell you something.

After a year of not having the HRV running finally agreed to replace the fans and upgrade the touch pad. Quoted $2249. Unfortunately the quote was one fan and not the two our system has (Quote in 2025 clearly says 1 fan, the two quotes from 2024 clearly say 2 fans - difference in quote between the years? same price). Extra fan installed and they then sent the bill for $1250 for the second fan. 55% increase on the original quote. Maybe there costs went up 55% in one year, before Donald's tariffs.
Quote for a new balanced pressure system for the house, $4,200, so for $700 could have seriously upgraded the product from a competing provider.

My system is due its service and filter change. Originally HRV sent me a warning letter to make an appointment, no longer - good thing I have it logged in my diary.
Tried to make an appointment, on hold for a LONG time so left a message for a call back. 2 days later still no contact.
Tried calling again and again on hold - gave up after 10 minutes. I don't have all day to wait for them, and my phone battery will run out of charge !!
The servicemen I have met have been great, but their admin is pathetic.

I am writing to formally raise a serious concern regarding both a potential safety issue with my HRV heat pump and the unacceptable level of customer service I have received while trying to report this matter.
Since yesterday morning, I have made multiple attempts to contact your support team. During my first two calls, I followed the IVR prompts and left messages, as instructed, expecting a call back that never came. By the afternoon, I called again and, after a considerable wait time, was finally able to speak to a representative.
I explained that I had noticed a burning smell coming from the heat pump, which is an urgent safety concern. Additionally, I mentioned other ongoing issues with the unit. Despite the serious nature of the problem, I was told the earliest available appointment was 30th June—almost two weeks away.
I expressed my concern that the issue could be electrical or related to faulty wiring, posing a potential fire hazard. I asked for an earlier service date due to the safety risk, but the agent said she could only escalate the matter to her manager. When I requested to speak directly to the manager, I was placed on hold and told I would receive a call back within 5–10 minutes. This call never came.
I called again and eventually spoke with the manager, but instead of addressing the urgency, I was met with repeated scripted responses and no practical solution. It was extremely frustrating and left me with the impression that HRV is not taking customer safety seriously. I also asked manager if he can send me an email with his statement above which agreed to and till now no email and its been more then 24 hours.

This experience has left me deeply disappointed in HRV’s after-sales service. It appears that once the product is sold, customer care and safety are not a priority. This is unacceptable, especially when dealing with issues that may pose serious hazards.
I strongly urge HRV to Provide an immediate service appointment to inspect and resolve the burning smell issue.
Take my complaint seriously and acknowledge the safety risks involved.

I began my journey with HRV in early July 2024, when I arranged to have a system installed at my property. The initial quote provided by the salesperson was $5,000, which included a bathroom vent. Shortly after, I was informed that an additional $250 would be required for scaffolding. I agreed to this additional charge, as it was important for us to have the system operational before winter.

The installation was completed on 24 July 2024. Everything appeared to be functioning well until 24 May 2025, when I noticed condensation reappearing on the window seals—similar to the issues we were hoping the HRV system would resolve.

I immediately attempted to contact HRV, but my call was not answered, so I left a voicemail requesting a call back to discuss the matter. I also followed up with the original salesperson, who asked for my address, but after providing it, I did not receive any further contact.

On 10 June, I again reached out to both the salesperson and HRV. The salesperson informed me that he would email HRV and ensure the issue was addressed, but I received no further updates. On 12 June, I received a call from a representative who said she was returning my earlier message. After explaining the situation, I was told that no appointments were available until 2 July. Given that the condensation has been an ongoing issue since She also advised that she was unable to assist further due to fully booked schedules.

I contacted the salesperson on the same day, 12th of June, and he said he would ask his manager to call me directly. As of today, 16 June, I have not received any follow-up.

I am very disappointed by the lack of communication and support in resolving this matter.

Requested a issue 01 to be fixed via contact form on website no reply whay so ever so called up and they can't help need a service department to contact me still waiting for that contact.worst customer service

Installed the filters - quick installation.

The service person arrived, did the job and was magic. A pleasure to have in my home. Efficient and friendly.
Totally different to my bad experience with just trying to get through to them in the first instance, I strongly suggest that HRV reviews their reception/customer communication system as it isn't working.

First installed 3 years ago. Excellant results in all claimed facits. Also wonderful quick support and after service.
Recent visit by James regarding possible upgrade. Lovely to deal with. Full information. No pressure, sensible final suggestions.
We are very happy with HRV in all respects.
Allan and Silke

We have had nothing but issues since HRV was installed, they happily take the money but the support after is appalling. The system did not work, we still had crying windows all winter, they added another vent and said we will need to see how it goes over summer and wait until next winter to see if it is working. Have now got an error code on the panel so it is not working at all. We booked an appointment for a technician; they have not turned up, I have called them and was told sorry no appointment in the system, we don't have anyone available for 2 weeks now.

Awful service. Happy to take our thousands of dollars for an install and servicing, but the after support regarding parts and support was frustrating and disappointing

OMG! We are building. We got a water filtration system from HRV, when it was installed (by a plumber who wasnt provided any installation instructions), when we got power to it and it did its first recycling of the water, it flooded, 100s of litres of water poured into our garage, destroying gib, pink batts, skirting, furniture and other items. I rang the sales person, twice, no response. It took me going to the home show in Invercargill for the Manager in Dunedin to call me. He blamed the first plumber and asked I organise a second plumber to come and look over the unit, which I did. I now find out that plumber (who is a client of mine) hasnt been paid, a September invoice FFS! I have been backwards and forwards with the Manager, but then received an invoice for full payment, I sent an email back advising of the issues, an apology was issued, we have finally come to an agreement where the invoice would be credit the amount of the destroyed items, but I havent received an invoice yet, I do today receive a statement with very pointed wording wanting paid! I havent received a copy of the invoice or credit. I can not emphasis this enough, do not use this company!!!

Really great work! Team(Eddie / Raj/ Bakhti) were great...friendly, knowledgeable and patient!. Product installed is neat and felt difference straight away. Highly recommend!

I called and booked an appointment on behalf of my elderly parents who are hard of hearing and English being their second language.

But on the day their ex-staff turned up and fixed the problem (I only learned about this afterwards), my parents asked me to cancel the afternoon appointment.

I txt and called HRV to cancel the appointment (without knowing what’s going on at the time)
At the scheduled appointment time, the guy from HRV called asking why no one was home. I explained to him that I had texted and called to cancel the appointment and what poor internal communication they had.

The next day HRV emailed me an invoice for the call-out fee/cancellation fee of $95.
I emailed back to explain that I’m only making and cancelling the appointment on behalf of my parents and how dare they charge me when I did my diligence to cancel the appointment. But they still insisted that I replied Y to their txt confirming the appointment and so there’s the cancellation fee, but in that txt they used the word ‘may’ so they’re a bunch of dicks to still pursue it.

How would you feel if you made a booking at a restaurant on behalf of your friends/work colleagues and had to cancel and then got stuck with the cancellation fees?

This shows HRV has no sympathy and discretion and has become very good at offending its customers.

Don’t get me wrong, the HRV system itself, the idea works fine, it’s just the people who managed it are crooks.