295 reviews
Reviews with attachments
I can't believe how efficient it is to run & provided us enough hot water all the time, no hot water fluctuation while using it Savings of a hundred dollar, than using gas water heating Show details · 1
Thank you for providing an efficient hot water system for our home. Installation crew were professional and skilled, happy with all aspects of installation and product. Show details · 1
The unit work as it designed to do, very happy with it to date. The only negative I have is the unit should have a better designed with the cable location. Show details · 1
It’s been a few weeks since I got my Emerald heat pump. From the first time dealing with Carbon Savers I was very impressed with the professionalism from start to finish. Everything went smoothly with the installation and there was no hidden extras as they did a very thorough quote. Very happy. Show details · 1
It's a great unit. Works very well, it's quite when it's on. Temperature is good and so far haven't run out of hot water. Show details · 1
I recently purchased the Emerald All‑in‑One Heat Pump 270L, and while the experience began with significant issues, it ended with a result I am very happy with. The company I originally paid for both the sale and installation — Australian Green Solution (AGS) at Springvale Office & Warehouse — failed to deliver a properly functioning system. The… Read more · 1
tank was not operating correctly from the start, and instead of taking responsibility, AGS repeatedly delayed, avoided action, and shifted blame. As a customer, this was extremely disappointing. Fortunately, the Emerald team stepped in and took ownership of the situation. Their support was outstanding. They arranged for a troubleshooting technician to inspect the system, organised a replacement tank, and coordinated a proper re‑installation. Their communication, professionalism, and willingness to resolve the issue made all the difference. Now that the new tank is installed, the system works perfectly. It runs very quietly, heats water efficiently, and performs exactly as advertised. The mobile app is simple to use and provides helpful monitoring of water temperature and tank status. The Boost function is especially convenient — one tap in the app gives a fast heat‑up when needed. I am genuinely grateful for Emerald’s product warranty and the technical support they provided during a difficult time. Without their intervention, I would not have received the working product I paid for. Their commitment to customer care deserves recognition. Overall, the Emerald 270L heat pump is an excellent unit, and the Emerald team has proven they stand behind their product.
I am very happy with my Emerald hot water heat pump, which operates as expected and is very economical to run. The installation went smoothly and the installation team was very efficient and professional. After installation, I had some WiFi connectivity issues with the controller and contacted the Emerald customer service. Their response was very… Read more · 1
prompt and a replacement controller was delivered within a couple of days after the initial call, my unit is now working fine.
The 220 ltr unit has excellent quick / direct hot water supply, no lag experienced. The functionality of the App needs improvement, could be more user friendly. Replaced an existing Gas hot water unit. Show details · 1
Installed by Austec Plumbing within 24 hrs . It’s been a game changer for a family of 5 . Reduced electricity bill and environmentally friendly. Thank you Emerald Show details · 1
- +1
Keep getting High pressure e05 fault, installed in November 2025 and got fault as below 2026 Jan , Feb, Mar , April, May Every month running out of hot water, see attached proof Show details
Only had the heat pump for two months. I only have 2 people in the house but we often have family visiting from overseas, hence, getting the 320l model. First day after installation, I suspected it was already a bit slower than expected, took a total of 7 to 8 hours to heat up to 60 degrees. Specially it was in the middle of summer. I have setup… Read more
schedule it to turn on at 10am and off at 5pm to utilize solar. Then the next day, after 2 person worth of usage, the temperature dropped to 48 degrees. It took more than 3 hours to get it back 60 degrees. Not sure if this is normal. The performance isnt ideal but manageable. After about month, it starts to take the whole day to get back to 60 degrees. Three weeks ago, I need to keep it in boost mode to get to 60 degrees. Two weeks ago, I could barely get to 50 degrees with boost active the whole day and I only manage to let my wife having shower. I contacted my installer and he advised to contact Emerald directly. It was on a Friday after lunch when I sent email to Emerald. Didn't get feedback until Monday which is fine. So I called their support number provided by my installer. Staff was polite but response time isn't the best. Staff is difficult to reach and I specifically requested for a call back many many many times, only received email for updates. During troubleshooting, I was told to take a video of a list of diagnostic parameters (just a list of 36 numbers) and send to Emerald for investigation. As an engineer, I am interested in knowing what each parameters mean. Therefore, I asked for descriptions of the parameters but was told they are internal use only. After confirming it being a compressor fault under warranty, I have asked to see if there is a way for me to upgrade to the model with heating element so that there can be a second way to heat up water even if compressor is faulty again. I know it won't fix the problem, but at least I can have some warm water while waiting for repair. My request is rejected even if I offer to pay for price difference.... Which is very disappointing. I don't have too much faith in the product. I got the unit replaced within 7 days after initial contact, the installation was a bit of messy job, I need to level the soil around the unit after the installation. It took 5 hours to heat to 60 degrees this time. This is 3 hours faster than the first unit. This suggested to me that I have been living with a faulty unit for 2 months. Hence, I have been spending more than double amount of energy to keep it running. I have requested Emerald to have my warranty reset since it is unfair to waste 2 months of warranty on a faulty unit. Emerald has also rejected this request. Asking to talk to their manager now. No feedback yet. I have no confidence in the heat pump at this point in time and I don't know when it will fail again.
Furthermore, the Wi-Fi is by far the weakest comparing to everything else I got at home. The app is simple to use but very limited in functionality. it would be good if we can setup scheduler with more logical conditions. I.e. activating boost mode if temperature is below a certain point during a particular time of the day.
P.S. I didn't have shower for a total of 7 days and I was very frustrated the whole time. On the days waiting for a warranty replacement, the water couldn't get above 30 degrees regardless of boost mode or not.
Update: at first, they have rejected my request the restart of my warranty. After requesting to speak to a manager, they have agreed to restart the warranty, which I believe is the least they can do.
Hi Ken, Thanks for sharing your experience. We… Read more
- +4
If I could give a zero I would!!! they don’t call back or even reply we have had the machine broken and won’t give us a day to repair not hot water no showers in a week and it pours out with water. Cheap Chinese crap beware do not purchase this product … only buy Australia made . Never ever again will I buy Chinese crap. Stick with brands you know and you can’t go wrong. Show details
Hi Rebecca, We're sorry to hear about your experience and… Read more
Find out how Emerald All-in-One Pro Heat Pump compares to other Electric Hot Water Storage Systems
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Latest follow-ups
Actual product is very good but customer service is very poor, frustrating and unreliable, had my heat pump installed a month ago since day 1 I’ve… Read more · 2
been waiting for someone to contact me but on luck and they kept on asking me to send this proof that photo, tried all avenues to resolve my connection/pairing issues to my app but no help at all. Finally I figured it out myself.
Follow-up · Only makes a fair noise when reheating, can also turn to silent mode using app. App is okay but haven’t tried smart action option yet. Power efficiency is moderate.
Follow-up · Running cost is very minimal, just like you run your fridge all day.
I am very happy with the Emerald Heat Pump. It was very easy to set up the app which tells me the water temperature and level. Show details · 2
Follow-up · I am still happy with my Emerald Water Pump. It is not noisy and the running costs are cheaper than the Electric Water System I had. The hot water recovery is good I have never run out of hot water. It heats up in off peak time so hence it is cheap to run.
Happy Heatpumper – Our heat pump hws was installed last January 2024. After initial teething problems with the old App, I am now happy. I have the latest App. I have set the heating times using the controller on the side of the unit — I only use the App to check… Read more · 3
heating times, cost and temperature, or to boost. (Our unit has no booster element. The boost seems to involve the heat pump working harder, using more electricity.) When we go away for a holiday I turn the unit off at the power point. When we return, I turn it back on at the wall and the unit has maintained all the previous timer settings, but temp has dropped to only 15deg after a week or more. I then use the app or controller to boost heating. It takes 3.5 hours to then get water to 40deg shower temperature, and continues heating, then automatically returns to regular settings once the max 60deg is reached. When extra people are staying in the house, or we use a bit more hot water, this extra demand is automatically taken care of. The App (if it is accurate) tells me it costs us 40-50 cents a day during the winter to heat off peak after 9PM, and it usually stops heating by midnight. (I don’t use our solar elec panels to heat because we get the old PFIT of 60c/kWh during the day). Our peak charges are 4pm-9pm. Off peak is 9pm to 4pm next day. When PFIT ends I’ll start using solar elec to heat our water from sunshine. I have used the Tempering Valve to keep the delivery temperature below 50deg. This reduces costs. We’re happy so far. I haven’t yet compared costs with our old gas storage unit. I hope that info helps someone.
Follow-up · What about external noise? I have set the heater to only operate after 10am for a maximum of 3 hours using solar electricity generation. We don’t notice the noise unless we are inside the adjacent bedroom whose window is 1.5m away. Even then it’s the same as an aircon. Neither of our 2 neighbours on that side of the home have ever heard it. How… Read more
Positive reviews
Very happy customer. Water pressure is decent, and there's no problem with running out of water so far. It would be great if the boost function could be scheduled in the app. Show reply
Early days yet but many positives! Efficient Water is hot Technology and app very useful Assistance directly from Emerald (although slow) was very helpful with issues setting up to operate in synch with our solar panels Local supplier helpful and got things moving promptly when our old unit died. The not so good is the fan noise, even on… Read more · 1
silent mode isn't that silent. However, now we heat up the water during the day, to match solar input, it is not an issue for us but could be for others if situated near living areas or bedrooms using off peak power.
Cannot comment on energy efficiency until our next power bill but should be fine.
Obviously cannot comment on longevity but as the unit is undercover and well ventilated, I am hoping for many years of great service
This is my initial 3 weeks of usage review I'll just recently moved from a gas heater to a electric heater and to be honest I'm not seeing a lot of difference it's quite seamless the transition and also I'm more happy to be controlling the temperature and understanding heater a lot bit more but these are just initial reviews probably I'll come back and update my reviews another six months time. Show details · 1
Negative reviews
Even the 320L size cannot supply enough hot water for 5 adult showers in the weekday mornings at the standard heater setting of 60 degrees C. Boost option activated the night before fixes the issue, but it cannot be either automated or timer set as a user programmable option. I have requested this but it is not happening. Dissapointing. Either… Read more
I set Boost to operate each night or someone gets a cold shower! Mediation of this review has not altered anything written here.
Hi Les, Thank you for your feedback. As discussed through… Read more
We Purchased this unit in August 2024 through O’Brien electrical and plumbing in Roweville, and were told that this unit would not let us down. Do not buy one of these units!!!! We went with this option as we wanted to utilise our solar energy, and were told that it would be suitable for our 3 person household. It’s now not quite 2 years later… Read more
and within the last 4 mths we have had only lukewarm warm water, that runs out after 1 shower!!
We have tried to email the supplier(Obriens electrical and plumbing in Rowville Victoria) and also emailed emerald directly with no response!!
We have also tried to call an emerald 02 number who gave us another number to speak to someone, that only goes to a recorded information message telling you to email your query!
We are at the end of our rope and are considering taking this further with consumer affairs, as after reading other reviews it appears that we are not the only ones experiencing these issues!
It is a basic need to have HOT water available to a household and this company is obviously not giving a ‘rats’ about how many people are suffering!
We need this issue fixed or replaced today!!! Do something about it EMERALD!!!
Hi Jodie, We're sorry to hear about your experience and… Read more (+1 reply)
Had 3 installed 2 failed within 1 month on remote sites so had to fully refund stays $10,000 lost, units tend to loose wifi connection too often. Support from them direct was awefull, no spare parts available but from installer they demanded a new unit which we got. they have critical issues with their motherboards failing all the time. Show details
Hi Paul, We’re sorry to hear about your experience. We’d… Read more
Find out how Emerald All-in-One Pro Heat Pump compares to other Electric Hot Water Storage Systems
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Recent reviews
It’s been 2 months of winter since having this emerald heat pump hot water cylinder installed. So far it’s great, keeps water hot and the power bills have dropped significantly. It is still early days but we’ve not run out of hot water even with four of us at home. The system did notify me through the app when it was low on hot water once. Not… Read more · 1
sure I need messages from the hot water cylinder but I’m sure some people will like that.
Let’s hope it keeps up the good work for another 15 years or more.
The unit we have is emerald Pro 320L (E) which has additional element. We installed it few months ago. Overall, it does its job, but I did spend some time to figure out how to access its app and program its smart actions; and found some room for improvement. So, my only complain so far is about its app. First of all, the Wifi connection is via 2.4… Read more · 1
GHz only. That caused some trouble for me as our wifi was pre-programed to automatically switch between 2.4 and 5GHz in a way which Emrald was not happy about it. It took me some time and wondering around and one or two phone calls to Telstra to help me resolve the issue. In short, to me, the emerald app is underdeveloped. it should first support 5GHz as well in a way consistent with current wifi configurations (why not?). The useful options in the app are also limited. for instance, I wanted to program it in a way to turn on at 3am daily, working on the quiet mode but, selecting mode is not available within the smart action programming in the top of the range pro unit we have installed. it is just and on/off option (no mode selection within smart actions). Additionally, I wanted the unit to start heating at 11am daily making sure I can benefit from the free electricity period of OVO (11am to 2pm). That is possible but there is no control over the target temperature or access to the boost mode selection as part of the smart action programming. For instance, if you want to program the smart action of the app to reach 65 degrees instead of 60 degrees, during the free time, that is not possible to define. Or if you want to use the boost mode as part of the smart actions, that is not available. and lastly, there should be an option to turn different components of the boost mode 'on' and 'off' within the app/and the smart action. I understand that there are two components contributing to the boost mode in Emerald: 1) the boosting mode of the heat pump which is still energy efficient and 2) the boosting contribution from the element which may be needed when the pump is running low in hot water. Advanced settings should be available to interested users. for instance, one may want to set conditions that if the tank capacity drops to 60% turn on the heat pump boost mode and if the temperature drops to 20%, turn on the element as well.
The diagram showing the tank capacity within the app and corresponding temperature are also confusing. For instance, if the tank remaining capacity drops to 20%, my impression is that we still have 20% of the tank with good (adequately warm) temperature still available. But I feel confused when I see the temperature is also reading very low on the app. The good part is that the water is still warm enough regardless of what the app says. But nevertheless, the app is expected to be there to make optimization possible for different users.
I encourage the Emeral group to improve/ refine their app and release an updated app please. The app as it is, does not even distinguish between turning on/off of the unit and start/stop of the heating.
Thanks, Mohammad
I am so pleased with the quality of the Emerald heat pump. It’s been 2 months since the installation. I was so hesitate thinking about replacing my 32 years gas water system. I heard so many negative feedback about electric hot water. I am glad I took the chance. The heat pump runs smoothly and provides plenty of hot water constantly. It saves me… Read more · 1
a lot of money. It cost 31cents per day on average. The noise is same as running aircon. It’s sitting outside, so I don’t really hear the noise. The app is great. You can see the water tank capacity and the current temperature. Highly recommended Emerald.
I decided to replace my reliable instant gas hot water system with an Emerald 320L heat pump system to utilise the large solar system I just got installed. I used Australian Energy Upgrades to do the purchase and installation, which it appears that they got Trigger Group Plumbing to do the work. The installation was done last Tuesday and the job… Read more
looked fairly decent, but the installers let me know once they had completed the job that there was an E09 error that they could not fix, but they assured me that the installation was complete and that I would get a call back to organise what next. We got a call back from a plumber who told me someone was going to try and get out to my place on Wednesday but if they did not have enough time it would be Thursday for sure. They also told me that they are going to replace the PCB board which commonly fixes the issue. Cold showers for the household on Tuesday, the 21st of July, in the middle of winter. Wednesday came and went with no plumber coming, more cold showers. Plumber came on Thursday, he arrived at 6:45pm, replaced the PCB board and was done by around 8:15pm. Error E09 remained, the plumber told me that if it was not the PCB board it is likely the communication cable which is really hard to get to. He told me that someone would get back to me on Friday. Hats off to the plumber, appreciate the hard work and dedication, I think they worked for Avenue Plumbing and Drainage. More cold showers on Thursday. On Friday (today) we contacted AEU around 10am and they had no update and were getting in touch with Emerald. I sent another email asking for further details around lunch, which they replied to but more of nothing. My partner directly called Emerald around 3pm to try and get some details, which they said they were following up. We got a call back from the installers (not sure who as my partner chatted to them) around 4pm, they let us know that they were going to come out Monday and try and fix the communication cable, and if that repair fails they will have a backup unit that they will install. Friday, Saturday and Sunday, more cold showers. I do understand that unfortunate things happen and no one really wants them to happen. But I also don’t understand how they have no quality control of inventory coming from the factory floor. I would have thought a quick diagnoses test would reveal that this unit has an issue, saving the installers time and money to install a dud unit, and then all the extra time spent by everyone involved. I also find it hard to understand how there have been 2 business days this week where nothing has happened, surely it would be a great idea to look after a customer who got a unit dead on arrival. I am going to exercise my rights under sections 260 and 263 of the Australian Consumer Law, a non-functional unit upon installation where a PCB replacement has failed constitutes a major failure. Under section 263, the choice of the remedy sits with the consumer, and I am formally requesting a full replacement unit. Also under Australian Consumer Law a replacement product is legally treated as a brand-new purchase. Which automatically gets full statutory consumer rights on the new unit starting from the day it is installed. I hope this review helps other consumers and Emerald in the long term. I will add an update on Monday and let you know how it went. Thanks
Hi Nat, We're sorry about your experience and understand… Read more
I was recently convinced to convert to heat pump technology as it would use less energy than my twin element 305litre Rheem system, which has been now proven to be correct. We purchased the Emerald system through Carbonsavers Melbourne because of… Read more · 1
the good reviews we saw on both Carbon Savers and Emerald on Product Review and other sites highlighting the high quality of the product, the backup service and the standard of the installation. This too proved to be correct, starting with Ella from Carbon Savers who oversaw the purchase and planning and Martin also of Carbon Savers who ensured that the installation complied with all specifications. This was followed by the installation team of Brady and Ryan who were punctual, knowledgeable, efficient and obviously took pride in their work. Seventy minutes after their arrival the only obvious sign of their visit was a new 320 heap pump heating our water. Thank you team
Follow-up · Our water pressure has always been very good and nothing has changed with the instalation of a heat pump system other than the water temp is now restricted to 50C. Noise level was a concern, as the unit backs onto our exterior wall to the main bedroom but that has proven to be a non issue even though we have the unit running from 5:30am to 7:00am… Read more
Couldn’t be happier, what a technology! Connected to my smartphone, using smart actions 1- (Solar day run 12:00 ON-15:00 OFF) 2-Evening top up ( ON 21:30 and OFF 22:00 ) 3- Morning top up 4:30am ON and OFF 5:15am) Show details · 1
Great install , I’m really happy so far with this unit, it heats quickly I’m not running out of hot water even with two kids, I have solar so it only heats in the day and is still hot next morning, I haven’t had an electric bill for hot water for two months so far. Love it .. Jimmy Installed Feb 26 Show details · 1
Follow-up · Well it's been another month since last review, I have no change, the taste is no different (but I don't drink hot water from the tap:) The pressure is still great, its not noisy at all, it use to heat through the day as I have solar, now I have batteries it can heat when ever. We are really loving the change..
I appreciated the professional expertise and the timely manner in which the work was undertaken. The system delivers an efficient system which not only save you money immediately, but also enables you a great degree of controls over your systems performance. Water temperature, when your system reheats, boosting temperature quickly when needed… Read more · 1
etc. etc. Overall, everything about this system and the installation team and support is Impressive. Thank You!
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Hi Abhishek We’re really sorry to hear you’ve been… Read more