ᐅ Air source heat pump is not heating, but hot water works fine

Hello everyone,

After it initially seemed like our construction would proceed without major issues, we now face a serious problem.

We have an air-to-water heat pump from Tecalor, installed by our plumbing specialist and inspected by Tecalor about 10 weeks ago. (We have been living in the house for just over 12 weeks.) The Tecalor representative was very impressed with the heating contractor’s work and assured us that he has known him for a long time and that he always does an excellent job. He said there was hardly any need to check much because the quality of work is always that good.

Well, now that the warm season is over, we discovered on Monday that our system is not heating. We do have hot water, but the underfloor heating does absolutely nothing. The plumbing company came by on Tuesday but could not get the heating to work either. I immediately tried to arrange an appointment with Tecalor on Tuesday, but the woman on the phone told me the earliest available appointment was Monday. Considering the temperature in the bathroom was only 16°C (61°F), I found that offer quite unreasonable and told her so, but all I got was a dismissive "What am I supposed to do if all employees are busy?" Reluctantly, I accepted the appointment; what else could I do?

Of course, we are now facing the worst-case scenario: on Monday, someone from Tecalor comes and tells us the system must be replaced, but that this can only happen after several weeks, and until then we will be freezing. Fortunately, the weather is expected to warm up again next week, but that’s no solution either.

Is there anything I can do or demand? Even something like a portable heater for the bathroom, with the cost covered by the plumber or Tecalor? Or are there any other legal or contractual claims in cases like this?

This whole situation makes me even more frustrated because this is not the first time we have had minor disagreements with the plumbing company (prices for ceramics, the outdoor unit of the air-to-water heat pump placed too close to the garage, price of the maintenance contract). Why should I even take on a maintenance contract with a company that makes such serious mistakes? My trust in their work has definitely been shaken. And then I have to listen to the Tecalor employee telling me how great their work is.

I hope you understand my problem and my question. I think my frustration comes across clearly.

Best regards

This week, toom has fan heaters on offer for €9.99.

Alternatively, call the general contractor and ask them to provide 2 to 3 fan heaters and cover the electricity costs.

How did you heat the screed when the heat pump wasn’t able to provide heating? Was it heated at all?

The screed was heated from below using a portable unit, as the heating system was not yet installed at that time. This worked back then, which at least suggests that the pipes are leak-free and functioning properly.

You also use the pump for domestic hot water, and that works? As mentioned above, the screed also had to be heated.
It's probably just a matter of adjusting the settings...

The screed was heated using a mobile device, not with the current air-to-water heat pump! We do have hot water.

The plumber was on site Tuesday but couldn’t resolve the problem. If it were just a matter of settings, he should have been able to identify it, right? If he didn’t find it and it really is a settings issue, then by the same logic, the company is probably not competent enough to install, configure, and maintain such a system.

From what I have heard, very few companies are involved in heat pumps.