Hail Jackie(from Sales)
Hail Jackie(from Sales).
We had no hot water because of NBN problems and Jackie took the time to help us manually turn our hot water system back on. We are so grateful Jackie. Thank you. 🙏
25 August 2026
Unprompted review
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
3.4
Average
2 reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Emerald Heat Pump
Through an installer I bought an Emerald Heat Pump. After four months the heat pump started tripping off. Emerald had no mechanism in place to service the heat pump in SA.
I had no contact for 24 hours after I made a service call.
They send parts to my house - this took 3 days. They didnt even bother to track it.
They tried several contractors - including one that came to my house and told me Emerald weren't paying them enough to fix it, another told me they had no paperwork so wouldnt attend, and one great guy that did manage to fix the PCB and display monitor (this is 5 days later) but couldnt connect the heat pump to the wifi.
There was no support available for the technician so they had to leave. We rang at 830am and no technical staff start until 930am.
It is hard to ring through to Emerald at the best of times as no one answers. They dont have the resources to service a warranty and all in all is has been the worst customer experience.
The bottom line is dont buy this product if you are not in a location where they can service. In therory the product is a good one except that the PCB and display monitor needed replacement (the cover to display monitor let water in).
Its been over a week and I am still trying to get this up and running fully. They just dont seem to have the capability to support warranties and maintenance - perhaps outside of Sydney.
18 August 2026
Unprompted review
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.