Australian Hot Water-Canberra

Australian Hot Water in Canberra operates as a heating contractor, heating equipment supplier, solar energy equipment supplier and solar hot water system supplier. Customers regularly describe knowledgeable and professional dealings with Graham, particularly when discussing solar and heat pump options for new builds or replacements of ageing gas tanks. Several reviewers mention thorough site inspections and candid conversations about transferring from very old systems to modern setups, with suggestions offered along the way proving genuinely useful.

The installation of Sanden heat pump units comes up often, including a split system and a 300-litre model chosen for quiet operation and lightweight placement on a cantilever balcony next to a bedroom. Reviewers repeatedly point to responsiveness and the quality of the finished work, and praise the professionalism and helpfulness of the installers brought in for the job. However, a recurring thread of complaint concerns communication and follow-through.

Accounts describe long waits for repairs, unanswered calls to the Canberra office and requests for photographs that produced no reply, along with frustration when a job was not completed because the stated requirements were overlooked. Handling of problems is described as inconsistent, with some customers left chasing updates for extended periods. Even so, the advice given at the quoting stage and the performance of installed heat pump systems remain the points most often commended.

The business did not listen to my requirements which meant items were not installed. Their installer was easy to deal with even with items not installed

I had a split system SANDEN 300L heatpump installed last week. Couldn't be happier with it and Australian Hot Water (Canberra) and the entire installation process. Some months back I got 6 or so quotes from a variety of hotwater companies in Canberra. I was exploring all options to replace my (almost 30 year old) existing gas hotwater tank (which was leaking). Among the best and most professional quotes was from Graham from Australian Hot Water. He wasn't pushy at all and on my request he gave me quotes for multiple hot water options i.e. gas, electric, heatpump (both all in one and split system). I'd never heard of heatpumps at the time and subsequently did my own research. After weighing up the various hotwater options, and different suppliers, I ended up deciding on the SANDEN split system heatpump from Australian Hot Water (Canberra), based on Grahams very professional quote in person (in particular all the time he spent explaining all options to me). Their price was also the best (or else similar) to my other SANDEN spilt system quotes. Furthermore however, turns out Australian Hot Water are one of only four (i think) companies in Canberra where you get a $1250 rebate off the purchase price (if you're with ActewAGL for electricity) so this further brought the cost down significantly. When my existing hot water system ended up failing and stopped working altogether (which was very stressful at the time), Kylie (admin lady on the phone) was able to organise a temporary hot water tank at short notice (for the next day thankfully), which gave us hot water again. She also organised and fast tracked an install of a brand new split system SANDEN heatpump just a few days later (for which I was very appreciative). Kylie also handled all the re-quoting (as the rebates had increased, so price had come down significantly) and organised all the interest free finance available to us here in the ACT (so no upfront out of pocket expense at all). It all couldn't have been simpler. The actual installation itself was just as professional. Plumbers turned up at midday, removed my old tank (and the temporary tank) and were happy to explain what they were doing and answer all my questions. The installation was very neat and tidy. Friends/family all commented on how neat and professional the new system looks. As the plumbers were finishing the electricians arrived and were just as professional. They ran a separate circuit to my fuse box and were in and out with no fuss. Total installation (and removal of old system) took just under 4 hours. I couldn't be happier with the entire process (from quote to installation) with Australian Hot Water - Canberra. I probably would have gone ahead with them much sooner, but as there weren't many Google reviews online (same for a few other Canberra hot water companies) I was hesitant. Hence why I'm now leaving a review (as a very satisfied customer). If you're replacing your hot water system, my experience with Australian Hot Water (Canberra) was absolutely 100% (and I highly recommend a SANDEN split system heat pump). I highly recommend Australian Hot Water and couldn't have received better service (or a better product in my opinion). My system has been running perfectly. Seems to only need to run about 4 hours each day to fully heat up (and consumes about 1kW of electricity per hour, so about 4kWh in total). I took Grahams advice and configured the heatpump to only run during the day when the solar panels provide their peak output (so effectively free hotwater so far, even now at the end of a Canberra winter).

Absolutely useless. I called the 1300 number twice trying to reach the Canberra office, but was left on hold for over 30 minutes each time. I called their direct number and finally got through. I needed a hot water system installed asap in a rental unit. They insisted I get photos of the old one and send them through. I did this with some difficulty through the tenant, but sent them through as requested. No response received. Nothing. Should have googled them first, as it seems a lot of people get the same (no) response. Would NOT recommend.

From initial contact at a sustainable living show to the final installation of our heat pump hot water system, Australian Hot Water, Canberra office has been five star. Kylie handled all the paperwork and installation details including rebates and the loan paperwork while Tyler and Ben were courteous and highly efficient in installing the system. The Duo Flo pair also gave clear advice on its operation and left the site in a very clean and tidy state. Highly recommend this company.

AHW recently installed my new heat pump hot water heater. I wanted an efficient electric hot water system to replace my gas hot water system. I needed one that was lightweight and could be installed on my cantilever balcony, and was quiet too as it was next to my bedroom. So they installed a Sanden heat pump system that does the job. Great quality, professional and responsive.

This is my experience with this company: - 28th of April: The business owner came out to quote on a new hot water system worth around $5k. No quote was received. - 6th of June: I emailed seeking the quote noting the above visit, no reply or call from my email. - 16th of June: I called them to tell them the above story and they said the quote would arrive by the end of the week. It never came. - 11th of July, I called them again to tell the above story but still no quote. I like to give people the benefit of the doubt but what do you have to do to get quote for a $5k job?

Premium products and premium service experience received. Australian Hot Water Team have supplied and installed Sanden Eco Plus 315 ltre unit for my growing family. And it's so good that brought us smile from day one. Everyone involved were helpful and very professional. Thank you for your earnest advice Graham, admin support Kylie and such a neat installation by Matthew, Tom and Tim.