HRV Avis 

Had a really good experience with HRV when person came to set up the filter. James was thorough in ensuring the HRV filters were installed correctly and recommended area for it to be installed, also explaining how it worked. Also took time to ensure it was running appropriately by running taps on all areas of the house. Am very happy with experience.

Thank you for your response to my previous rating.

You mentioned my HRV was installed in 2008, but failed to mention that I have had my main unit replaced since then maybe 7 years back.

Also your consultant said the fan is slow and the whole system needs to be replaced for over 3k. I have since had someone independent have a look and all it needed was a filter replacement at the time.

I emailed your team the very next day and have not received a response of explanation which is why I have decided to come online.

The HRV has helped with condensation but overall the experience has been bad, and very expensive for how bad the quality is.

It's barely been in two years. We spent over 7k on the AirSense system which is 4 vents, a heat transfer, and a bathroom fan. It took 1 day to install, left insulation pushed over, got the heat transfer kit in the wrong place because their thermostat cable wasn't long enough, the bathroom fan became a joke, and our screen for the system randomly broke and is now very hard to read.

The bathroom filter was installed incorrectly and made a popping sound when turned on. It blocked up after one year with no obvious way to unscrew the vent to clean the filter. I got fed up with so I pulled the vent and duct out myself, untapped the duct and got the dust off the filter to make it work again. Took all of 5 minutes and I would hate to think what they would charge to clean something that you should be able to clean yourself.

We also got the Summer Kit installed at an extra cost not long after the HRV had been installed only to have to get a technician back because the summer kit installers didn't wire it correctly which we noticed only after a few months that our system had stopped working.

They reluctantly sent a technician to fix a problem that their other technicians made and the only reason they didn't charge us was because we were still inside the 1 year warranty.

Their system is a joke, their technicians are unprofessional, and we will be looking in to having it changed to a DVS.

DO NOT USE HRV
customer service is absaloutely shocking, it's so terrible, the worst I have ever come across in my life from any business anywhere!!!
Can almost never get a hold of anyone on the phone, requesting call backs on the phone or on the website still don't get you a call back. The call centre and techs don't communicate, management doesn't check up on problems. Tech's don't even turn up to apppointments or they come way earlier than arranged when you're not there and then don't come back at the correct time. No one seems to care at all and it is rediculous.
I wasted so much time trying to get in contact with them, and then wasted so many hours that I had to take off work for appointments that no one turned up for, only to have a problem fixed that was a fault of the initial install anyway, which never even got noticed at the last service done by them. No one compensated me for my lost time off work and no one even properly apologised for the absaloute mess around I had to deal with for over a month of trying to sort the issue. No one should ever have to deal with such a blatant lack of customer care and incompetence.

After installation of my Heat Pump in late July I experienced issues setting up the WIFI option. After sending an e mail to the original installer with no response, followed up by e mailing HRV direct then followed up further requesting a call back still no response. Iam now worried what sort of support I would receive if I experienced any issues with the unit.

Horrible company to deal with!
They call themselves HRV to pretend they sell an actual HRV system but all they sell is a fan in a box.

Overpriced and an absolutely useless system.

The support is shocking to non-existent unless you pay them big bucks.

We had an issue with a control panel where the unit turned on itself after 8 hours even though we turned it off as we didn't want it to run all the time as it is noisy and doesn't do anything. We called the hotline for advice but all they would tell us is that they can send a technician ($120 callout fee) to put in a code so it would stay off. Redicules, as if there is a malfunction the system would just keep on turning on itself.

Changing the filter each year sets you back $250 per year. And no you are not allowed to simply open the box and do it yourself (this is a 1 minute job). Normal filter like this would cost $20 they charge $100 plus $150 labour/call out.

what went right( not )the manager at HRV wellington will not call me to fix a problem two times they have been to fix it and still no joy RAT DROPPINGS

Good morning,

We had our filters replaced by Holly at 43 Leicester Street Nelson on Thursday. We highly recommend Holly, a very professional, courteous and extremely pleasant young lady. If all your technicians are off the same calibre as Holly you can be very pleased with your training, her Customer Service skills shone through.

Turned up and checked all outlet airflows, told me two weren't working, before he even climbed in the roof to check it out had pamphlets out trying to sell me $4000 worth of upgrades, - minimum replacement of the two non working units - approx $2k, - Told him this is a shakedown, - climbs in the roof and finds both non-working unit cables have detached said that happen working fine now, I advised only HRV servicing's been up there - wasn't interested in that. Changed the filters but told me because installed 2013 now obsolete parts wise, corrosion in fan parts none of which is HRVs problem, - Called their Auckland management twice plus emailed them, finally got back to me telling me needs upgrading/ its old / read the warranty fine print all other issues not interested, didnt want to know about what they ticked the boxes check list on clean all dust ring which didnt happen, stated house had electrical primary heating when all it has is a top of the line Rinnai Gas Fire built in, - Shop elsewhere forget HRV Seriously - grossly incompetent definitely interested in shaking you down $$$ on new unit upgrades - don't want to know about what they installed previously / I advised that its pathetic & another customer gone - PS - Please let everyone know to avoid these yahoos, There must be far better out there. - Peter / Ararimu / Auckland

Richard the New Plymouth service person turned up on time, was polite, knowledgeable and made sure I was aware and understood the different options to resolve the problem with our system (a minor problem). This enabled me to make the most effective decision for us. There was no hard sell sales pitch from him (which is important to me) just clear and concise information. The call centre also responded to my calls in a polite, knowledgeable and helpful way.

I have never had a worse experience with any company as this one. If only poor customer service was against the law!
I have been struggling to get these lazy crooks to do their annual service for my after filtration system for a year now and all they've done is send me around in circles and stonewall me by never returning my calls or messages. I've had to file a disputes tribunal claim just to make them fulfil their basic service obligation! They genuinely, do not care about their clients or appear to hold themselves or their staff accountable to the commitments they make to their clients such as returning their calls. I'm still in absolute disbelief at the experience I've had based on which, I would caution everyone to steer clear of this company. 1 star is far too generous.

I have recently bought a house with a 5-year old HRV system. Evan came and serviced it. He explained very clearly how it works, and how to maximise its benefits (ventilation, heating, moisture control) in the Nelson climate. Inspected roof cavity for leaks and rodents, just as part of the service. Very professional and helpful!

Evan came to replace the filters in my HRV system today. He was pleasant, fast and efficient. More than happy with his work .
Jim.

The service number never gets answered. They say one of our people but I am almost certain people means one or none because nobody answers.

I had two heat pumps installed, from very early on, one of them didn’t work very well. HRV basically told me it was a glitch after checking it twice. I ended up going to Blizzard in Upper Hutt who came out and fixed it under warranty. HRV are great at sales but rubbish at fixing things. The wait time for service is weeks and weeks. I wouldn’t purchase from them again.

BOOKING WAS MESS - for finance reason was asked install date - RUDELY was told =I dont know what talking about it ok tentative that was NOT what I asked, I HUNG UP - eventually had date set in time given to finance- then had few issues which were promptly resolved - 2ND issue was OTT- installation was finished 10 30 am they via email asked full payment that day to be within 24hrs - most ok 7 days we had funds that wasn't issue, it was no time to iron out issues - I withheld part payment till resolved - the after sales service was great but they kept asking pat on back. BUT now all is sorted has hugely helped moisture /dampness so glad I did, just wish didn't have the issues as left sour. I WAS going look into getting in mums house but unsure now as she is 80.

System installed with no issues. However, something is not quite right because we still have condensation in one bedroom. It took weeks to get hold of customer service and organise for a technician to come have a look. The technician arrived one hour late, did not have the right tools so he left without checking the system. Since then, I had a phone message to book another appointment . I called back and the person I spoke to had no clue who I was or what my problem was and said someone would call back. Still waiting. Such appalling after sales service. It is shameful. I am done with HRV.

Don’t give them your number they’ll pester you for years.
Stay away from this company. They have the worst PR I’ve ever experienced.

Don't give them your number, they'll keep calling you for years afterwards, despite asking them not to contact you again.

Horrible experience. They didn't tell you that after 10 years you basically need to spend another $3k to change the whole system because if a part is broken, they don't have that parts anymore!!!! Our house one broken after 12 years (1 fan not working) but I need to change ALL of it!. The same time, my rental property that have a newer model completely broken after only 7 years! The technician tell me its a faulty model anyway!! What a rip off. Beware of this caused when u install it, they will not tell you this!!! Mind you, we have regularly change the filter every 2 years that cost $370 each time twice more expensive than others...