We and a neighbour have air source , and our friend have under floor with a pellet boiler, plus they are fully off grid for electric. The common theme with all of these is that the experts are not really experts. They have been on a course, read the book, fitted a few and then when they do anything which is not standard and get a problem they haven't got a clue.
All of us have had problems, which gone on for months. My husband is on first name terms with the technical bod from Panasonic, we are on our third plumber, they just do not take the advice given even when they are sent diagrams, they do not really understand how it works so they adapt what they have always done. I have now decided my husband actually knows more but lacks the confidence to do the work himself. We had a bad batch of valves and he now changes them himself.
The bottom line its not what you paid for, work out what is not working, get a quote to get it sorted from someone else and give them a deadline, and depending on the amount go to small claims.