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Acond heat pump failed after four years - diagnostic quote £940 plus VAT

Air Source Heat Pumps (ASHPs)

Last Post by Mars 1 hour ago

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Mia

(@mia)

New Member Member

Joined: 8 hours ago

Posts: 1

Topic starter 02/08/2026 5:36 pm [#3123]

Our Acond heat pump fitted in 2022 by Thermal Earth stopped working in May; as the weather was warm and the immersion heater kicked in automatically it took me a while to realise. Thermal Earth advise they will charge £575 callout plus VAT and additionally £365.85 mileage plus VAT; this will be payable even if the pump cannot be fixed. They have advised that the warranty is completely void because the previous occupant only had the pump serviced in 2024. I was told this was because Thermal Earth refuse to allow other heat pump engineers to work on the pumps they have installed, and their servicing and mileage costs are prohibitive.

I am reliably told that Thermal Earth / Acond policy is to refuse login details to other engineers, severely limiting their ability to help. A Heat Geek engineer has advised me that the problem is likely to be a circuit board or the condenser, but without permission from Thermal Earth he is unable to confirm this or repair the unit.

I completed a hard reset on Thermal Earth's advice, which did not help.

I will attach the error message I initially got when trying to log in to the heat pump.

Given all the circumstances, I question whether trying to save the heat pump is a sensible option. I understand the likely cost of repair will be between £2,000 - £6,000, after which the pump will still have no warranty. Purchasing a second heat pump without a grant is not possible, so a gas boiler may be the only option (a shame when we have solar panels and a battery).

I would welcome thoughts on any way to move forward.

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Mars

(@editor)

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Joined: 5 years ago

Posts: 4787

02/08/2026 10:21 pm

@Mia, wow. A four-year-old heat pump failing and then being quoted £940.85 plus VAT merely to establish what is wrong is hard to swallow, especially when you are already relying on the immersion heater.

I would be reluctant to write the Acond off just yet, though. The Heat Geek engineer’s thoughts may be useful, but without access to the controls and fault history, “circuit board or condenser” still sounds more like an informed suspicion than a diagnosis. Those could lead to very different repair bills, so I wouldn’t put too much weight on the £2,000-£6,000 estimate until somebody has actually identified the fault.

My first step would be to ask Thermal Earth for a written response covering a few specific points and post replies below:

The exact warranty condition they say has been breached and a copy of the warranty terms that applied when the system was installed in 2022. That should make for interesting reading.
Whether the entire warranty is void or only faults potentially connected with the missed maintenance.
What remote diagnostics they have already carried out and what the £575 visit will actually include.
How the £365.85 mileage charge has been calculated.
Whether the diagnostic fee would be credited against any subsequent repair.

Looking at their site, Thermal Earth currently describes itself as an authorised Acond service partner and says connected systems can be remotely monitored and diagnosed. That makes it reasonable to ask what they have already been able to see before charging more than £1,100 including VAT for a visit. I’m still staggered by that number.

I would also contact Acond directly rather than relying entirely on the UK installer’s interpretation.

It would also be worth finding the original handover pack, MCS certificate, commissioning documents and service records. The MCS installation standard in force around that period required maintenance to follow the manufacturer’s requirements and required the homeowner to be given information about the checks needed, their frequency and what to do when problems arose. If those conditions were never clearly supplied to the previous owner, that may be relevant when challenging the blanket statement that the warranty is “completely void”.

My instinct would be to exhaust the manufacturer route and obtain a proper diagnosis before moving back to gas. The heat pump may ultimately prove uneconomic to repair, but at the moment you seem to have been given a very expensive gateway to a diagnosis rather than enough information to make that decision.

Acond is one of the few manufacturers I don’t have a contact at, but I will reach out to them with your case.

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