ice energy Customer support
Ice Energy In Liquidation
Please be advised that Ice Energy Heat Pumps Ltd has been placed into liquidation.
All staff at Ice Energy were made redundant at the end of January and Critchleys LLP was appointed as liquidator at a creditors' meeting held on the 27th February.
Any customers that placed deposits with Ice Energy, or have any other type of claim, should direct this claim to Critchleys in the first instance:
FAO Andy Lloyd
Alto Energy Limited
Following their redundancy a number of former Ice Energy employees have since established a new company called Alto Energy Limited. Alto Energy has been appointed as the new IVT distributor for the UK, and has subsequently acquired a number of Ice Energy assets from the liquidator including the newsletter subscription list and the Ice Energy website, hence our ability to redirect Ice Energy web traffic onto this page.
Find out more about Alto Energy's range of products and services:
Ice Energy IVT Heat Pump Support
Following the recent liquidation of Ice Energy Heat Pumps Limited, Alto Energy Limited has since been awarded the sole distributorship for IVT Heat Pump products, IVT accessories and IVT spare parts in the UK. The main reason for IVT choosing to partner with Alto Energy Limited is due to the significant experience and expertise that Alto Energy's staff have with the IVT heat pump product range.
This means that if you were an Ice Energy Heat Pumps Limited customer and have an IVT heat pump, Alto Energy is here to help. We are here to provide telephone technical support, heat pump servicing by IVT-approved engineers, and provide genuine IVT spare parts.
In addition to providing support for the IVT heat pump range Alto Energy can also offer technical support and service for a whole range of other heat pump manufacturers including Mitsubishi, Samsung and Neura.
What We Can Offer Ice Energy Customers
Alto Energy have all the relevant experience and expertise in order to offer the best technical support over the phone. Please give us a call or contact us using the form below and we will be happy to help.
service & Warranty
Require a service for your heat pump? Alto Energy have nationwide coverage with experienced IVT-approved engineers. We can complete regular annual servicing, or we can diagnose and repair your IVT heat pump if it is experiencing faults.
heat pump spare parts
Alto Energy are the sole distributor of IVT heat pump spare parts in the UK. All parts, including for legacy Ice Energy IVT heat pumps, will be available through our online store which is coming soon. If you need to order a part please call us.
Our offices are open:
0830 to 1700 Monday to Thursday
0830 to 1530 Friday
I paid a deposit to ice energy - what can i do?
If you paid a deposit to Ice Energy, the steps you take to recover your money depend on the method of payment:
1. Credit Card. If you paid by credit card, or indeed paid any part of the contract by credit card, then you are fully protected under the Consumer Credit Act 1974 up to a contract value of £30,000. Ice Energy regularly took initial deposit payments over the phone for a value between £250 - £500. If you paid this by credit card, then irrespective of how further payments were made, you are entitled to a full refund of the sum of money lost through your credit card company.
Action: Contact your credit card company.
Please note: we have had customers state that their credit card providers ask for proof. of Ice Energy going into liquidation. Our newsletter or the Ice Energy home page should be enough to clarify this. If you haven't received our newsletter please Contact Us and we will issue you a copy.
2. Debit Card. If you paid by debit card, then you do have some means of protection through a mechanism called Chargeback. Unlike the Consumer Credit Act, Chargeback is not enshrined in law but is part of Scheme Rules, which participating banks subscribe to. Chargeback can apply if goods are damaged, not as described, or haven't been delivered.
Action: Contact your bank.
Please note: we have had customers state that their debit card providers ask for proof. of Ice Energy going into liquidation. Our newsletter or the Ice Energy home page should be enough to clarify this. If you haven't received our newsletter please Contact Us and we will issue you a copy.
3. Bank Transfer or Cheque. If you paid by bank transfer or cheque then unfortunately there is not any particular scheme to provide consumer protection, as there is for credit and debit cards. In this instance your first avenue to pursue should be the Deposit and Workmanship Warranty Insurance Scheme (DAWWI), which was registered for all consumer contracts under the Renewable Energy Consumer Code rules, of which Ice Energy was a member. The DAWWI scheme provides deposit insurance up to 25% of the contract value, however there are time limits on the duration of the cover and so you should ensure that you contact them at your earliest opportunity.
Action: Contact DAWWI via their website: http://www.qanw.co.uk/how-to-make-a-claim
4. Write to the Liquidators. If you have followed all the steps above and still have monies outstanding, then you should contact the liquidator. Critchleys LLP were appointed as liquidator at a creditors meeting at the end of February. Any correspondence should be in writing and addressed to:
FAO Andy Lloyd
Oxford OX1 1BE
Please contact Alto Energy if you require assistance with any of these steps.
MY Heat Pump Had a Manufacturer Warranty - is this still valid?
Ice Energy provided a 5 year parts warranty with all heat pumps, and in turn IVT provided a warranty to Ice Energy. The good news for Ice Energy customers is that IVT have confirmed that this warranty is still valid on your heat pump, despite Ice Energy’s liquidation.
All parts warranty claims need to be processed through Alto Energy, who will liaise directly with IVT. So, if you are having issues with you heat pump, please contact us. We will then work to diagnose the problem, and if we identify a faulty component then we will replace the part under warranty.
Please note that the end date of your warranty is either 60 months from the date of commissioning or 66 months from the date of delivery, whichever is sooner. Also note that the IVT warranty does not cover the costs of diagnosis or the labour involved replacing faulty parts.
I TOOK OUT AN EXtended Warranty with Ice Energy - what happens now?
Unfortunately Ice Energy's extended warranties were self-insured, and as such these extended warranties are now void. If you paid by credit card, or indeed paid any part of the contract by credit card, then you are fully protected under the Consumer Credit Act 1974 up to a contract value of £30,000. This also applies to extended warranties. If you paid this by credit card you are entitled to a full refund of the sum of money lost through your credit card company.
Ice Energy Quoted ME and Now I want to Proceed with my project - what do I do?
If you received a quote from Ice Energy for a ground or air source heat pump, or underfloor heating, then Alto Energy would be delighted to have the opportunity to provide you with a quotation for you project. Please do get in touch using our contact details below.
I WAS PART WAY THROUGH A PROJECT - WHERE CAN I FIND ALL MY DOCUMENTATION TO ENABLE ANOTHER INSTALLER TO COMPLETE THE PROJECT FOR ME?
Alto Energy acquired all of Ice Energy's assets from the liquidator, including the contents of the server. This means that any project documentation that was relevant to your project and saved on Ice Energy's server is now available to us. If you would like to get hold of your project documentation then please get in touch with us and we will gladly provide this to you.
What Is the relationship between Ice Energy and Alto Energy?
The only link between Alto Energy and Ice Energy, is that Alto Energy was founded and setup by ex-employees of Ice Energy who were made redundant following Ice Energy being placed into liquidation. Alto Energy is a completely separate company from Ice Energy and any of its group companies.
Alto Energy has subsequently reached an agreement with the liquidator (Critchleys LLP) for the purchase of the assets of Ice Energy. This included miscellaneous stock items from the warehouse, office furniture, the contents of the server and the customer databases.
Alto Energy is a genuine employee start-up, set up with the purpose of trying to look after existing Ice Energy customers and representing the interests of IVT in the UK heat pump market.
Are any of the Directors or Shareholders of any Ice Energy Group companies involved with Alto Energy?
No, none of the Directors or Shareholders of Ice Energy Heat Pumps Limited, Ice Energy Floor Heating Limited or Ice Energy Technologies Limited have any operational, advisory, financial or shareholding involvement in Alto Energy Limited.