Eko Energy
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Utterly useless from the salesman who as a liar to customer service person who is useless – The salesman assured me that the installation was going to be done by local tradespeople. 4.5 hours away is NOT local. Waiting 4 months for warranty repairs with no luck. Show details
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Refreshing experience with purchase and installation – Finally made the decision to install solar panels and right from the very start everything happened like clockwork. Eko Energy made the entire process one of “under promise and over deliver “. Show details · 1
Avoid Eko Energy at all costs. Poor communications, poor install, and will try to back track on agreements – Similar to Kevin's experience / review, I would not recommend Eko Energy at all. Avoid this company. My solar panel installation with Eko Energy, was anything but seamless and painless. Communication from Sales and Operations was poor leading up to the installation. Communication post-install with only one individual, [name removed], was good and… Read more
responsive. I did not expect that I would have to coordinate and work as much as I did across Sales/Operations/Installer to get a product that was somewhat close to what I had agreed at time of quote & deposit. And at the end of all of this, I am unfortunately left with an outcome that doesn’t fully utilise my roof space due to the systematic issues with how Eko operates internally between Sales and Operations teams and with Eko’s sub-contractors / Installers. If you read through some of the further details below, I hope you understand this sentiment and why I cannot recommend Eko Energy, their parent organisation Cherry Energy Solutions, and their Installer ECG Electrical.
1. Once the sale and deposit was paid, there were no meaningful updates (email or phone calls) on installation from either the Sales or Operations team. Prior to paying deposit I had a phone conversation with Sales to confirm particulars / inclusions of quote, particularly the inclusion of tilt frames as I have a flat roof - this was confirmed via phone and in writing via email. I promptly paid the deposit the day after receiving this email confirmation on tilts.
2. About a month after the deposit, I received a call from someone from the Operations team advising that the Installer had some updates / changes and that the Sales person would be in touch to explain these updates and whether there would be an impact to my quote. There was no response from the Sales despite emails and calls directly to the Sales individual.
3. A few more weeks go by, so I call in via Eko’s generic phone number to get some advice on what's going on. Operations person says I will have an install date by COB that day - this did not happen.
4. Two weeks later I get a call from a different person saying they can set an install date - great. However, I am unclear on what changes there are which were previously mentioned in point 2. I also strongly requested that a pre-inspection site occurs, as at this stage I have no confidence in the understanding between Sales to Operations to Installer (ECG Electrical) - they agree to a pre-inspection the next day. I also asked what power outages will I expect to face on the day of install (e.g. all day or short period of time) and Eko couldn't answer and they instead provided Installers/ECG's phone number to enquire…
5. ECG pre-inspection occurred as organised with Installer. No changes or issues identified with the site. In hindsight, I should have questioned the exact details of the install that they received from Eko Energy - i.e. tilts, layout, maximum number of panels roof can support (Eko Sales had quoted a max of 14 panels would fit).
6. Install day 1: * Parking of vehicles blocked both my neighbours drive and the public pathway. I asked them to move the vehicle so the neighbours have access. Instead of moving the vehicle onto the road, they move further into the driveway and over the front yard just clearing the neighbours driveway but still blocking the public walkway.
* One of the installers wants to use the bathroom, no worries, but also pees over the bathroom floor. He notices I have halogens, and uses this as an opportunity to sell me MR16 LED globes "between you and me and not the company". I decline and subsequent conversations throughout the day, he keeps on bringing this up on how good a favour he would be doing.
* Whilst the Installer is setting up inverter wifi with me and I asked if there was much space left for additional panels, and he replies, "heaps, the whole West end". He showed me a picture of the panels and I noticed that the panels were attached flat on roof all together on the East end, not on tilts as confirmed with Eko Sales. ECG Installer said it wasn't on their inventory or plan and for me to take it up with Eko. Also reckons I can fit more than 14 panels up on the roof on tilts - and my intent was to fit as many panels up in the one go.
* Receive a call from the Installer at the end of the day after everything is done, saying the installation arrangement on roof, was not done correctly, and that they want to fix it the next day. Not entirely sure what the issue is, but I think they were not installed with sufficient space between each panel and also were also not spread out on the East-West plane (all installed on the East end). I mentioned tilts missing and he debated that I don't need them as you won't produce as much in summer, but I do understand that it's a compromise to optimise outside of Summer and also panel self cleaning with tilts. Conceded that if that's the arrangement I had with Eko then that's should be delivered, or at least any variation discussed.
* I call up Eko Operations about the tilt frames and he wasn't too sure, but said they would 'sort it out'.
* Eko Sales calls me up soon after and says don't need tilts as he quoted knowing the roof is on a slight angle (but this quote was based on a Google Maps satellite image without an onsite inspection at the point of quote). He says quote doesn't include tilts, and I forward him his email confirming that tilts was part of the proposal / quote. After much to and fro on this point, he said they will do "what they said they would do" to get panels on tilts. Also discussed fitting more panels and he is adamant that can't fit more than 14 panels, but this is a Sales person, not the Installer on site.
7. Installation day 2: * I ask the Installer to confirm how many panels can fit on my roof on tilts. Turns out there is room for 18 panels. I try calling Eko Operations to see if he can organise 4 more panels whilst the Installers are here, but no answer so I leave a WhatsApp message which was read immediately but no response.
* 2.5 hours later Eko Operations organises a 4 way call between me, Operations, Sales, Installer (ECG). The outcome that I want is the maximum number of panels without being having to incur paying extra for the scissor lift, given that this should have been properly sized at the pre-inspection if there was clear communication and accountability between Sales-to-Operations-to-Installer. Sales claimed that the extra panels wouldn’t make much difference with the tilts, however, Installer/ECG said that it would be optimal given the tilt layout. So again, another example of Eko Sales trying to manoeuvre out of the best outcome for the customer. I questioned Sales about his previous statement that he was adamant that 14 panels was the maximum, and he said it can be different when it comes to installation, which backtracks on his previous statements and which is why I had strongly asked for a pre-inspection, but due to systematic issues with the way Eko operate, this didn’t result in the right outcome. The option offered to me on the call still required me to pay for the additional scissor lift, which I was not prepared to accept.
* Installation of inverter appears poor. Multiple holes drilled in the wall that weren’t used, likely due to poor alignment or measurement (measure twice, drill once surely?). Not sure - no attempt to fill holes either. My poor installation opinion backed by issues picked up in safety inspection that the installer is not up to date with legal requirements/compliance.
* I promptly pay the remainder of the balance the same day I receive an email from Eko to contact them for payment.
8. Set up of the online Solar monitoring portal. Wrong layout was set up. Eko couldn't updated as they didn't have the right information from the Installer/ECG. I ended up going on the roof, getting the serial numbers of the panels and setting up the layout in the online portal myself.
9. Safety inspection. Waited 2 weeks for contact for an appointment, but this didn’t happen, so I had to follow up with Eko to get it organised. A week after the safety inspection, I get a call from ECG saying the inspection picked up issues and that access to the roof was not required. Turns out access to the roof was required as the issues were with the panel mountings (too close to edge of frame) and non-compliant wiring of the inverter. I would have expected to be informed through Eko Energy.
10. When ECG/Installer came back to fix the issues identified from the inspection, because they didn’t have a scissor lift, they used the internal access to get to the roof. In doing so, they put their weight on the facade (not load bearing) and split the facade as well as the facade separating from the ceiling plasterboard. Installer again brought up his LEDs "deal". About a week and bit of me chasing Eko and then Eko chasing up ECG, I get a call from a painter to organise a repair, but due to VIC stage 4 lockdown this will have to happen later depending on the Vic governments easing of restrictions.
11. Provided the above feedback directly to Eko. Receive follow up call from Eko with an apology. Eko states that in follow up conversations with Installer/ECG, ECG responded that 14 panels is what can fit. I challenged that statement and provided photos (attached to this review) of the install showing: * space for 4-5 panels, including an empty space on a tilt frame for more panels. So with the remaining space, I could clearly have up to 18-19 panels, not the 14 panels that both Eko Energy and ECG Electrical are adamant on. * installation of panels far too close to external airconditioner unit, resulting in a shading penalty when the sun is in the West, which is observed from PV power production data reports.
No further response or follow up by Eko Energy after providing these images.
Solar Experience – We used Echo to install our home solar. Communication was clear and process easy to follow. Happily now receiving credits and consuming natural resources. Great to deal with and I believe Echo offer a quality product. Show details · 1
Eko Energy fails with every complication – At the beginning of April, Eko arrived to install our 6.6 kW system on our flat galvanised roof. Four months later, at the beginning of August, the panels are back sitting on my patio and Eko is waiting on a part to arrive at the end of August with an unknown install date sometime after that (September maybe?). Here is how we got here... After… Read more
starting the first install, the installer realised they were missing a part (panels and parts left on the patio). They returned a week later and installed the system albeit with flat panels instead of tilted panels as in our quote. The installer said it made no difference; we didn't argue (we didn’t understand the significance). In June, we received our first electricity bill after switching from solar and discovered we saved nothing and, if anything, our bill went up because our supplier AusNet forces solar customers to switch to an unfavourable time of use tariff (who knew about that?). Through our own analysis we discovered that the system worked for two weeks (9-23 April) and then stopped producing almost anything. We also were able to estimate that the lack of tilt cost ~2kW of production per day (about 10% of max production in summer) and would require much more frequent cleaning to maintain efficient production. Given the data and a persistent clicking sound we figured that the inverter had a fault. The error codes on the inverter (red and green lights) confirmed our suspicion. We conveyed all this to Eko, and after two weeks they responded that there was a faulty inverter, which would need to be replaced and, by the way, should be shut off because it was a fire hazard. To get this response took a lot effort and was rather stressful for my wife. Two weeks later they replaced the inverter and we finally started producing 10-12 kW per day; close to expected for winter and just over 3 months after install. About two weeks later they offered to come out and reinstall the panels at a tilt (ok, thanks). After disconnecting all the panels and piling them on my patio once again, they determined they were missing a part and would come back later. A week later, no contact until we pressed and they said they were looking for the right part. When we pressed another week later, they responded that they found the part but it will not be in stock with their supplier before end of August. Who knows what will happen after that?
This has been a lesson in how if things go wrong with a solar install, the customer will have to go to great lengths to correct it. For instance, after install you no longer deal with the install department but the “after care” department (who knew?). Then after care needs the install department, supply department, etc… to fix the problems. These corporate silos are just an example of the structural problems that slow how complications are remedied and throw the customer into a morass without an end in sight. No one person at Eko has taken charge to make things right and only the most immediate employee (e.g. installer) tells us what’s happening next. Every installer or electrician who has come to our home has been courteous and professional but they are not empowered by Eko with the solution (including the correct parts).
We wouldn't even be here without a lot of technical knowledge and effort by us the customer (my wife and I are both scientists). As far as Eko was concerned, they had installed a fully functioning solar system in April not the non-producing, non-tilted, fire hazard attached to our house. They never would have checked. Would a pensioner notice the failings and get traction with Eko to remedy similar problems? I don't know. Only by pressing and pressing did they finally check and change our inverter. Then they dismantled our system only to wait for a part they didn't know how to find and we are without our system until September or later (we do get to keep a pile of panels and parts safe from our dogs until then). These are difficult times and we would have been happy to be patient, but Eko's negligence repeatedly causes more failures not directly related to the global crisis. While it seems they eventually intend to remedy the installation they require a lot of pestering (dozens of emails and voicemails at unmanned mobile numbers) to get a response (usually late on a Friday). Responses are usually something like ‘we're looking into this and will get back to you’ with no response for a week or more until we chase them again for answers. Eko has made no offer to compensate for the errors of their installation (e.g. loss of production) or for the stress and time it takes to get them to consider fixing the problems. Maybe that will come. The end is not in sight for us, but I still hold out hope that it will end eventually. Is a six-month installation process (i.e. before October) too much to expect or is the length of the string just too hard for Eko to calculate?
Dear Kevin, We’re sorry you’ve gone through such a… Read more
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Exceeding my expectations – We use eko energy for our 3kw 14 panel system in November last year , the costumer service was spot on ! follow up was prompt & I was well informed right through the process . We had a few hick ups with the grid connection due to our power supplier in Altona running the grid at a very high level but the team tested the system found the problem and… Read more · 1
fixed it very fast . We are now producing more than 5 x the amount of power we use in the summer months and have enough credit to last most of the winter months so we are running at a very low yearly Power cost . I would highly recommend Thanks guys
Redback Great System – Have had the Solar & Battery pack system since Feb 2019. System works very well. Guys very helpful all the way through the process. Have learned a lot about our energy usage. Also joined the Power Response Program. Excellent program. Have charted current costs to prior cost getting excellent results. Being part of virtual power plant and being at… Read more · 1
the forefront of this technology is a great feeling. Reading and investigating energy issues is a great by product of being involved in the evolving industry. Well worth the investment.
Love our Solar!! – I spent a number of months looking into Solar setups and getting quotes and advice. I opted to go with Eko mainly as I felt that they truly understood my requirements, were very thorough with their opinions - insights and options. As of last week we have the most brilliant 13KW system installed and it was he most professional, brilliant… Read more · 1
experience we could of hoped for.
Installation team were amazing to watch and deal with and the end result is 10/10
Disappointing outcome after 5 months – In January I successfully applied for panel installation. In May, when the installers came to do the work, they deemed that the angle of the roof made it unsuitable for safe installation without scaffolding. It wasn’t until 10th June that I learnt that Eko energy was unwilling to continue with the installation. Why was safety of the roof not… Read more
assessed when the original application was made? This would have saved a lot of time and phone calls etc. Meantime, I had paid a deposit and for 1st installation payment. I would recommend that in future someone with installation expertise assess the feasibility of the work at the outset rather than do it 5 months later. Maureen Urch
Hi Maureen, Sorry to hear of your experience here. … Read more
Great Service and System – Great service from start to finish Turned up on time on the day they said they would Worked quietly and efficiently Cleaned up their mess Prompt follow up from their office I’ve been kept online when the grid went down and have had my electricity bill be in Credit I couldn’t have asked for more than that Show details · 1
Loving our solar – We had done a bit of shopping around before picking Eko but at first contact we just felt confident that they knew what they were doing. Kez was very patient answering my many many questions until we made up our mind to go ahead. From that point we were told what to expect in the process up to installation however they delivered in a much shorter… Read more · 1
timeframe than promised and we now have an awesome solar system that is producing great benefits even in winter!
If people are thinking about choosing a solar company then I'd definitely recommend eko
Great company – We are very happy with the solar installed by Eko. So glad to be saving money on my bills after considering several companies quotes, eko’s professional approach and thorough process put my mind at rest and I choose them even though they weren’t the cheapest! Show details · 1
Still going strong - Saved heaps – Eko Energy installed our 5.4 KW Solar system with 4.8 KWh battery over a year ago and it is still working perfectly. The installation was performed very professionally. The solar cells and the battery/inverter unit still look brand new. Without counting the energy that we consumed directly, we sent 4 times as much electricity to the grid than we purchased. So glad that we purchased a solar capture and store system through Eko Energy. Show details · 1
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Excellent Service – I am glad i chose Eko Energy. Very efficient service without any doubt. I had no issues dealing with them from sales to post installation. I would definitely recommend Eko team to family and friends Show details · 1
Super happy - highly recommend! – Communication was great and installation was top notch. Really happy with how the product is performing. I would highly recommend this company as they were very professional and not pushy. Show details · 1
Easy to deal with and friendly installers - thank you! – We recently had Eko install a battery at our home, just before the peak Summer period, and before bub no. 1 arrived! So glad we did it, as I’m now spending much more time at home. We've already seen a saving on our first bill. Communication was really easy and the installers were on time (not often the case with trades) and friendly. Thank you. Show details · 1
Excellent – The whole process was seamless. The service was excellent from start to finish. Every person that I dealt with was professional, courteous and knowledgeable. I am so glad that we chose this company which has saved me time and so much money. Well done guys! John Hendrie Show details · 1
Great solar provider if not the best in the business – The Eko team is second to none in the market. From first contact to after installation follow up to make sure everything runs smoothly, everyone in the team was polite, honest and the whole process was transparent. There are a lot of solar businesses out there and it is hard to find the ones who deliver quality and care about their customers years… Read more · 1
after the sales but Eko is certainly one of them. The system produces heaps of electricity to a point that we get money back. Would always and will go back to Eko if we extend our system and get a battery.
Great Service!! – Excellent customer service. Ekoenergy team were so helpful, they took me through the process and explained how it will all work and also assisted me with Vic Gov rebate and no-interest loan, so glad I choose eko. Tyler and his team were a pleasure to deal with, left the place clean & tidy. Show reply
Happy Customer – I had no issues with Eko Energy as i found the installers to be very professional and i and all my questions answered. For example if there were variations to the sale i was informed on the spot and guided through the reasons why. The reason i chose Eko is because it is one of the fastest growing companies in the market and you must be doing… Read more · 1
things right for that to happen. I got value for money out of my system and being a soul income earner with 3 kids and a mortgage this has really helped financially and i am cutting down my carbon footprint. I would and have recommended Eko to family and friends.
All about the sale – I cannot believe I was ghosted as soon as I paid my deposit. No returned calls or emails. And when I eventually got hold of somebody who said ‘this wasn’t good enough’, I got the same treatment! Vastly overpriced doesn’t mean better service, clearly. AVOID! Show details
Terrible Installation process – Our experience with Ekoenergy started out well with an easy quoting process and then thats when it all fell apart. Once we had paid our deposit we then had next to no communication about when our installation would occur or what the delays were. It took Ekoenergy over 6 months to have our solar system installed from original installation date. We… Read more
had next to zero communication of why there were delays or what was happening. It was not until we started to contact the company on a weekly to daily basis that we did start to get any movement with our installation even then the process was slow and quite often had zero contact of delays or cancellations of installation. This made it difficult and we had to arrange for someone to be home each time the installation was booked in for and each time we found out of cancellation in the afternoon of the day and only after we would call to find out where the installer was. It took so long for our installation process that our state solar rebate code expired and we had to reapply. This is about the only time we had someone communicated with us regularly and the office was able to get our new solar rebate done quickly but unfortunately because it was delayed it was less. This caused more delays in the final installation date. When the installation finally happened installer was awesome but again Ekoenergy failed to send him the required amount of parts and he had to wait for more parts to be delivered to him and then he returned to complete the installation process. Installation was completed 8months after quote was given and deposit paid. This unfortunately cause us to miss the prime summer solar season and we lost out on having a solar system on our house during the prime sunny season. After installation occur it took over 2 weeks for us to hear back from Ekoenergy that our solar system had been connected and we did not receive any solar welcome pack or how to go through the monitoring side of the system. It required us to contact the inverter company to get access to monitoring, which is reputedly on its way.
Hi Claire, Sorry to hear of your experience with eko… Read more
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Hi Jan, very sorry to hear about your experience.… Read more (+1 reply)