Mitsubishi Electric UK Reviews 

Last year I wrote a review of my Mitsubishi heat pump which was in my new build bungalow saying how bad it was, costly to run and very poor for heating your home.

At the time I managed to get Mitsubishi to send an engineer to look at the system, they examined it and said that 90% of the problem was the fact that the pipework was of the wrong diameter and it needed upgrading from 22 mm to 28mm.

I managed to get the builder of the property to do this and now we are into another winter not much has changed even with this upgrade.

When the outside temperature falls below zero this thing fails to perform, it uses lots of electricity and the temperatures you set the thermostats to cannot be achieved.

If the outside temperature is in the pluses it does work and the house is warm, you still use lots of electricity which a lot of people can’t afford to spend.

These things are supposed to be the future with the government giving grants to install them,
telling you to get rid of your gas boilers and save money and to go Green.

Well you won’t save money and in the bad winters you won’t stay warm, if I had a choice and gas was available this thing would be gone and a new gas boiler would be in its place!!

All the hype for these things is wrong and we are all being lied to.

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We had our Ecodan air-source-heatpump (ASHP) installed in June 2023 (>2.5years ago).
In late 2024 after a service highlighted a low water flow-rate, plus several installer visits & 2 visits from Mitsubishi concluded the problem was a flow-sensor misreading rather the actual low flow problem!
Fast forward to today (> a year)
and we get a great problem solver in the shape of local Mitsubishi Engineer Luke!
He replaced faulty parts but that did not solve the problem, so he flushed thru the pipework in our heat pump. This also did not improve the flow rate but dirty water was produced. Rather than give up a different flushing solution was tried and this suddenly produced a jump in flow rate!
This appears to have solved the problem. Our 2 circuit pumps could be turned down from maximum which immediately reduces noise & vibration from our pumps & radiators. Our rads are now hotter and all because of Engineer Luke, so ‘well done Luke & thank you’
To summarise our Installer & Mitsubishi customer service has been both slow & inadequate with poor concern for their customers. We are in our mid 80s and the stress and discomfort has been considerable. We hope our Ecodan ASHP will now achieve what we need, a warm house & a SCOP as specified over 2.5 years ago!

Phil was very knowledgeable and helpful, arriving on time -albeit after needing a little help to get the van out of the mud :)). Took his time to explain what he was doing and how to set up the system for the most efficiency.

We had an Ecodan heat pump installed and commissioned by a Mitsubishi approved installer on the 24 October 2025. The unit failed after 26 days with a manufacturing fault: it was unable to defrost in low temperatures. Mitsubishi advised our installer to replace several components and this work was carried out under warranty. The next day the pump failed with the same problem and we were once again without heating and hot water. Our installer advised that it was not repairable and the unit would need to be replaced.

We waited for a response from Mitsubishi who wanted to do a site visit. It took almost a month for an engineer to visit. By this time we were in late December and really concerned that we still had a faulty heat pump and freezing temperatures were inevitable. Frustratingly, the engineer arrived with no prior knowledge of the problem nor any of those data our installer had submitted to Mitsubishi. Consequently, he advised replacing a sensor that, unbeknownst to him, had already been replaced. We have no grievances with the engineer who was very professional, but was let down by his company.

Inevitably, the heat pump failed completely on Boxing Day, unable to produce heating or hot water. The temperatures dropped to -6C and were never above 3C for the whole of the Christmas and New Year period. We have no other heat source and were without a working heat pump for 3 weeks before the engineer returned to replace the component which wasn’t at fault. After we put him in touch with our installer and he learned what work had been carried out, he concluded that a replacement pump was necessary. This was finally replaced almost 8 weeks after first failing with a manufacturing fault.

I have written to the Head of Customer Grievances detailing my complaints about how Mitsubishi dealt with our situation and have asked to be reimbursed for the not inconsiderable expenses incurred due to their corporate incompetence. We have just received our monthly electricity bill of almost £450: the most expensive we have ever had and due to trying to keep warm using electric heaters. After two weeks I haven’t even had an acknowledgment of my email. I strongly believe we have a legitimate cause for complaint but are being ignored by Mitsubishi. We dread another breakdown as Mitsubishi are so frustrating to deal with. They do not seem to care about their customers. I would never recommend this company as a supplier of your heat pump.

I have already written a review on experience with Mitsubishi and still not happy with the service, I have had numerous visits last one was 16 Jan 26 the system worked fine for 9/10 years now it is costing me nearly £400 for this month in electric and that is just at 18 degrees the house doesn’t get warm I am freezing all the time nothing has changed but they are now saying there is no underfloor insulation some of the radiators are the wrong size for rooms why now after all the years of it working efficiently are they using the above for the rising cost of usage I have asked for someone to contact me to talk it through since engineer’s visit but no one has got back to me can someone please advise if they are having the same problems.

Phil arrived today and within minutes was able to find the problem with the system. He explained his findings with us and ensured we understood how the problem would be resolved. He left us after giving his telephone number in case of emergencies. Very grateful for his visit.

I have Mitsubishi Ecodan heat pump system. I pay over £400 per year for a top service plan. In September 2025 I had an annual service at which point a fault was discovered in the Heatmiser monitor. This was reported for replacement and I would hear from Ecodan office in Manchester to schedule an appointment. I heard nothing. I called Manchester office to remind them. Somebody would be in touch to schedule the visit.
I so far made 10 calls. 8 to Manchester and 2 to Mitsubishi UK headquarters in Hatfield.
Each time I was told that someone would contact me to arrange a visit and each time I have heard NOTHING. On one frustrating phone call in December I was virtually told that they were very busy and I would have be patient.(Since September??)
This has now gone on for 4 months without resolution - an appalling indictment on the customer service of an international organisation.
As of writing I still have not heard any thing despite the promises from Mitsubishi!
Do I qualify for a refund on my Top Service contribution?

I have a Mitsubishi heat pump. It’s fine when it works properly. Wait until you need a part in the winter. My house has been cold for nearly a week.i have had to buy more electric heaters to keep warm and I am over 80 years old. I wish I could go back to a different form of heating. My engineer then ordered the parts from his supplier using the part numbers given to him by Mitsubishi but the parts could not be sourced. It eventually transpired that my engineer had been given an incorrect part number by Mitsubishi. Need I say more. Hopefully, the correct parts will arrive and my heating will be fixed.

Dean was very thorough and explained with great detail about the Heat pump service.
He also offered some very useful advice.

We had an installation in April ,2025. On 20th November when it got really cold we found we had a problem. The flow rate was 7, when it should be 21. So system running at 30%> Here we are 13thJanuary and despite numerous phone calls, emails and visits from engineers all diagnosing the same problem Nothing has actually been done. We're both in our eighties. Very bad service.

Michael Brocklehurst our area sales guy is an absolute diamond to deal with. On the phone whenever needed and never rushed.

Cannot fault 1 bit.

Joe arrived exactly as he said in our phone call. He diagnosed the unusual fault immediately and rectified it without any fuss.
Explained what he was doing at all stages.
Then discussed how to operate the system more effectively. Absolutely satisfied with his service.

I had an ongoing issue with my heat pump system. Mitchibusi sent an engineer called Pete who spent several hours carrying out diagnostics on my boiler and pump system identifying issues along tne way. He was cheerful, friendly and efficient an essential combination if you have soneone on your premises for several hours. He even rang me back the following day to check up on things. First class.

Guys - I'm still waiting for a response since the 3 Dec 2022. I also inquired about my system on the 1st December 2025. Why does Mitsubishi continue selling ASHP's but struggle to provide basic customer service. I would appreciate a follow up with my enquiries.

Peter was as per usual very professional, proactive and helpful answering my call during the Xmas shutdown break which resulted in a quick fix. Always goes one step further.

Awful experience
I have been a Mitsubishi Electric UK customer since installing my Ecodan in 2021, and a "3Diamond Cover" subscriber since 2022. Despite paying over £400 annually for what is marketed as 24/7 priority service, my experience has been nothing short of awful.

Getting in touch is nearly impossible; the "24/7" number is difficult to reach even during standard office hours. In October 2024, when asked to pay for a renewal, I requested a pre-winter service for peace of mind. Despite monthly follow-ups, I wasn't given an appointment until May 1st, seven months later. To make matters worse, after I took a day off work to be home, the technician never showed up. Customer service initially claimed there was a delay, only to admit later that afternoon that nothing had been scheduled at all.

When I informed them I wouldn't be renewing this year due to dissatisfaction, their response was completely indifferent. There was no attempt to investigate my issues, just a generic "sorry" and "feel free to reach out in the future." If you're looking for reliability and value for money, I would suggest looking elsewhere.

Outstanding heating engineer. Paul diagnosed my heating system problem remotely with a few probing questions, and identified a faulty actuator which until then had been hiding in a cupboard. He then explained a temporary fix til I can get it replaced, so the upstairs rads now back on and Christmas reinstated. Outstanding service!

No heating or hot water for 3 months.

Mitibishui has been absolutely useless and I literally cannot believe that this is legal.

The worst premier level service imaginable. Response times, for the top level of cover measured in weeks. No out of hours service. If you have a problem at Christmas good luck! Calls are not returned, the organisation clearly dreadful. It is nothing close to what the advertising claims. The engineers are good, when they eventually show. Best described as rubbish service.

Very helpful guy Ross helped talk me through problems with my air source heating system. Let's hope it's resolved now. A bit stressful doing all the reset over the phone. Very patient. Still need a visit to physically check the whole set up.
Unfortunately took 3 months to get the call but not the fault of Mitsubishi but the original installer.