Heritage Water Tanks

Insufficient service, did not receive the product I ordered, delivery took over 1 year since first contact – Insufficient support with pad requirements, false advertising on delivery times, site visit never happened, additional delay and cancellation on delivery, did not deliver compensation water delivery, did not receive the product as initially ordered, did not receive correct ladder

Huge tank – A huge tank, more like a swimming pool................just hope we get enough rain now to fill it up !!!! So impressed with the ease in how it went together............. Guys worked well together putting it up.......... Concerned about the underside of the roof not being sealed...............open to mosquito larve etc etc

Excellent customer service and the team sent to build went beyond my expectations – Excellent product and customer service. The build team were the best and I will use the same company if I need another tank

exceptional service and overall professionalism – CT30 water tank. NSW we had to postpone our job several times because of weather and it was no problem with the company and installer. Nicole from heritage is amazing as i called her with several questions and she answered them every time no hassle and always polite. Zack our installer who we had to cancel on due to weather multiple times was always accommodating as to when we could install next and did a exceptional job.

No problems with tank just the installers plus company don't care about leaving all the metal swarf on floor of tank – Installers when approached about metal swarf inside tank- care factor zero! Company said there's no problems in other words common practice

Great product but – The tank is great as was the guy who came to install our 110,000 litre tank. However, the 2nd installer was sick so couldn’t make it - which was fine. My husband then spent all day helping install the tank. It would have been impossible to install with one person. Was very disappointed to still be changed the full $2.5k installation fee when we… Read more

had to work all day alongside the installer to get it done. To be clear we are disappointed that management would not provide even a token discount for installation. The guy who came to install the tank was great and worked really hard as did my husband.

Cant get my details removed and to stop receiving emails – I have requested to stop getting your emails but I am still getting your bloody annoying information that I had never requested. can you PLEASE remove me from your auto information blanket

Company now has new Ownership!! Original were argumentative, lacked responsibility & employed sub-standard installers – 14th May 2021 *** Heritage Tanks are now under new ownership and the Regional Rep/Operation Manager who was unhelpful, argumentative and rude has “left” the company. The issue has now been resolved by the new company without any fuss or arguments!!! It looks as if Heritage have or are on the process of removing “bad/dead wood” which is good as… Read more

their product is good and their installer Steve and his team from South Australia were great!! ***

I have updated the star rating from a 1 to a 4 to reflect the product quality and eventual response resolution from the “New” Heritage Tanks. ***

Old Review

** I have deliberately not mentioning any names as I don’t believe it it an appropriate. We have complained/supplied all the relevant details to Heritage and did hear back from a regional rep (sadly he is doing nothing but bring up and argue completely irrelevant points essentially trying distract and shirk responsibility for the conduct of their agents).

We purchased a tank back in 2019 and at the time there was a local victorian agent and installers. The first installer was good - unfortunately our pad was not quite right according to the preparation guide supplied by Heritage (it wasn’t level enough) but the installer gave us the numbers of 2 contractors he recommended who could correct our pad (which we did despite costing us over $1000). We also built a ring beam level so we could could be absolutely sure.

Anyway bad weather and then Covid-19 delayed things a bit but being in regional Victoria and also the Installer was in regional Victoria the tank install could have progressed when the weather improved. Yet we heard nothing from Heritage.

We waited and waited - contacted the Victorian representative (they were the ones who had sent us the contract, invoices etc.) and also texts to the installer - Nothing!! Eventually in November we managed to get hold of the original Victorian representatives and they told us they no longer worked for Heritage and we should contact them directly in WA - which we did. Probably should have done that sooner but it had been a crazy year and we didn’t want to get anyone into trouble.

The WA guys had to go away and find out I’m guessing what was happening and we were told that the original installer had had an accident and wouldn't be able to install for sometime and that they were trying to get another installer.

Eventually another installer was employed / contracted by Heritage who from the moment he arrived onsite was not a happy man. He told us that the originally installer had actually left the company. He then proceeded to complain that the time he was told by Heritage to install tanks was not correct and they were taking on average 3 time longer (it didn’t twig at the time but that does tend to suggest he was inexperienced).

He also decided the the base preparation provided by Heritage was incorrect and didn’t “like” where we had positioned our tank (and of course the base was prepared around that position). Surprise surprise because of the “new” tank position wanted by the installer that base was no longer perfectly level where the sides needed to go.

So the install got cancelled which cost us $500 (as per the contractual arrangements with Heritage) and we were quoted another $1500 for the “installer” to correct the base when he came back after Christmas break (did I mention we were the final install before he broke up for the holidays...).

Jump forward to January and we get a phone call from yet another installer who is based in South Australia but is now having to pick-up the tank installs in Victoria, Oh and still no communication from heritage themselves.

We had a good chat with him about what had been going on (he was a little surprised that another installer had decided to move the positioning), sent him pictures of the site, pad plus levels and diameters. A date was sent but then border closures meant (understandably) the team could not come. The tank was installed last week in the original position with no work needing to be done to the base (except for we are told by the regional rep (who BTW has appeared out of no where and is based in Brisbane) some weeds needed to be removed...)

Note: The Installer From Sa Was Excellent!!

As you can imagine we were a bit surprise that one installer claimed our pad was not acceptable as the Heritage pad instructions are correct, we didn’t know what we are doing (despite the fact we had someone do it for us) yet according to the regional manager there were OH&S issues (this was new to us) where we wanted to put the tank... Despite asking we still don't know what these issues were as there was (as per Heritage Requirements) a minimum of 2 meter diameter extra around where the tank would be placed (and the majority of the base was level with the rest of the ground anyway) and yet the other 2 installers was happy with the positioning of the tank and the 3rd installer happy with the pad and the positioning (to the extent that he installed the tank!!)

We contacted Heritage as we were feeling throughly ripped off the installer Number 2 (but grateful decided to leave Heritage which saved us another $1500 we were going to pay him to put right a base there was nothing wrong with... We get an email off a Regional Rep that who all last year and until now had been completely AWOL - his response contained a lot of completely irrelevant “points/excuses” and completely misunderstood what the problem actually was (even to the extent he accused us of trying to get them to compare the skills of 2 installers...). This is an absolutely lack of accountability and responsibility from the Regional Manager representing Heritage Tanks and also argumentative.

Maybe I should not have engaged with refuting the mostly irrelevant comments and put it in to very simple terms:-

IF the tank preparation instructions provided by Heritage Tanks is correct then the 2nd installer contracted by Heritage incorrectly charged us $500 as that fee is only applicable if we are at fault.

But if Heritage are supporting the charge of the $500 by their contracted installer then that means that their preparation instructions are incorrect and many tanks have been installed incorrectly.

They suggested that despite the fact the the installation costs were paid to Heritage, the contact is between us and Heritage and the installers are paid by Heritage we should contact the installer that charged us $500 because he didn’t like the base preparation that was to Heritage Standard (but obviously not his...). This we absolutely do not agree - Heritage should be refunding the payment as it that their contractor that fraudulently obtained the payment from us.

Last I heard was that they had passed “our concerns” to the 2nd installer and were waiting to hear back from him... I kid you not!! But lets be fair they did offer to send us a (budget) garden water pump as a bit of a sweetener to to pacify us for “some” of the issues (won’t refund us our $500 but are happy to send us a $400 pump...).

Update 11/3

They have now offered us $250 plus the pump BUT are still failing to accept responsibility for THEIR contractor. They have said “he” has photos showing the base being out of level... I have requested them BUT they need to prove that the base was out of level where the original tank position was (and where it was installed...) and not where the Installer who was working for and as an agent for Heritage Tanks decide he wanted to put it. Interesting that it has been over a week and no photos...

Update 12/4 despite chasing twice the “photo’s” have still not been supplied

Now I get that some people would be saying why not take the $250 and pump - granted we probably could sell the pump and therefore get the majority of our money back BUT that doesn’t the issue that Heritage Tanks are taking no responsibility for the installers that they hire and send to your property!!! You don't get a choice of who turns up to do your install.

The advice we received back from Consumer Affairs Victoria was to go to VCAT which despite costing $70 is what we will now do.

We felt we needed to give others a heads up so they don’t end up having to go through what we did and are.

There is a distinct lack of support, communication, customer service and would seem a shortage of competent trustworthy installers in some regions.

This is a bit if a shame as the tanks appear to be pretty good and we can highly recommend the installer from South Australia no guarantee you are going to get lucky (he was our 3rd installer) :(

If you are in Victoria you have no representative, no support and (unless its changed) no installers.

Great service from quote to installation – Great process from getting (and accepting a quote) to installation. We chose heritage after reading numerous online reviews. The pre-sale service and information was top notch, given an installation date a month in advance and it was installed on that date promised. The 110 000 litre tank was installed in a few hours only and looks great. Heritage Tanks could not be faulted. Show reply

High quality water tank – I chose a Heritage tank because it is strongly designed and has the capacity I was looking for. I was able to select the Colorbond finish to match my buildings. The price was competitive and reasonable. The installation crew were outstanding, and excellent to deal with.

CR35 water tank - Excellent product, great customer service and support – Queries dealt with promptly and efficiently. Straightforward order processing. Kept informed of progress and delivery. Efficient installation on agreed date. No problems at all. Show reply

Excellent customer service – We initially ordered a larger tank, however due to financial constraints because of Covid we needed to downsize our tank. Heritage obliged and still allowed us to keep our discounts and additions. We also took nearly 7 months to proceed and were not penialised at all. The installation was done in less than a day and we were capturing water that night. Super happy. A great experience from start to finish

Excellent product – From the beginning Heritage Tanks were great to deal with. Very efficient, good helpful information to have our site ready and no hiccups. The installers were also very good. Thanks. Show reply

Installed a month ago, cant fault it so far – Captures water off the tank. Solid construction with thicker walls. Installer knew what he was doing. Heritage were easy to deal with, always responded promptly, even after i goofed with the outlets order, no fuss refund on those bits. Show reply

Good product, 27,000 litre tank – Design team and accounts very professional. Our Initial installer who we dealt with previously was changed without an explanation so was not happy. Installation team good but project manager a bit slack. Show reply

Fantastic product combined with first class installation and sales team – We ordered a 27,400litre tank to replace ours lots in the recent bush fires. The product is high quality and the support + installation team have been highly professional, excellent communicators

great customer service – all arrangements were made quickly and simply by email but our new tanks had to be installed at an isolated, locked gate, unoccupied location and we've been very pleased that all arrangements for delivery and installation dates and times have all been met without any delays...the tanks look as good as expected, were quick and easy to connect and… Read more

we're very pleased that we chose the extra gutters as they save more water but also protect base from undermining in heavy rain

Extremely responsible company – Original tank installed about 9 years ago and once it rained and filled up there was an obvious leak from the bladder. I phoned the company immediately and they advised me I would need to empty the tank so a bladder change could happen. As the tank was nearly full from two rainfalls there was a commitment from the company to replace the bladder as… Read more

convenient. This was not for about 3 years and even then I bought a 5000gal tank fro Echuca to pump the remaining water into. I phoned the company up and there was an almost immediate arrangement to replace the liner.

How bloody good is that???

Excellent job, very happy customer – The service was excellent and the crew was fast and very professional engaging with us through the whole process of erecting 2 tanks. I am very happy with the finished product and would recommend Heritage Tanks to anyone wishing to purchase a water tank.

Great Tank and Great Installers – The whole process was easy from purchase to install. The sales weren't pushy at all and didn't try to bag on any other brands, just focused on the product he was selling. The install team were very very efficient, polite and overall professional, true assets to the team (Jake and Zac from memory) Show reply

Best Tank Ever – I thank Heritage Tanks for their Professionalism that is nothing short of excellent. Accurate delivery dates, professional installation team from Tamworth NSW and the customer service received from reception and various departments was outstanding. This is the best product ever. I have installed a 132,800 litre colour bond water tank. I'm so happy with it and its appearance. Thank you Heritage Tanks

Great Tank – We now have 4 of their tanks on site (3 x 110k and 1 x 250k) and are putting in two more. Luke the Installer is great to work with, and Prue doing the sales and coordination was fantastic. Could not speak more highly of them