Don't honour warranty.
We have had there solar panels on our roof for one year, cracks where found in two panels. We have rang multiple times and no response do frustrating. We are in the process of going to office of fair trading.
Buyer beware of this company all talk when it comes to there warranty.
The reviewer stated that an incentive was offered for this review
We had system installed in 2016 following years of paying excessive electricity accounts. Installed a system promoted by local council. I don't need to know what the readings are because I can read the numbers on the inverter and can see that while I have the oven, the dishwasher, fridges, freezers and the washing machine and TV on my SMART METER is ZERO and light is not flashing.
I was encouraged to put the App on my phone so that I could monitor the system and a representative came to show me how - not my style though so I don't bother using it.
Initially after installation I noticed a damaged tile on the roof and they promptly sent a firm to repair.
My experience has been very positive.
The team arrived on time and 5 1/2 hours later they were finished. I've had no issues with the company; the service is friendly and they do their best to answer your questions. Highly recommended.
- Verified customer
Good information given to me at the start and good follow up to ensure the installation happened as scheduled. After installation the setup was well described to me by the installing technicians and I received all of the required documentation the next day via email..
Have had 2 inverters replaced because they were faulty, now the third one is leaking water, have tried to contact them, Energy matters, still no response as to what to do. Keep getting automatic emails saying they will contact within 2 days, NOT TRUE !
- Verified customer
Energy matters you don’t
The panel installation was executed in a professional manner after a bit of to and fro. However we cannot monitor the system and when looking manually it’s not performing as promised. We paid a high price in comparison to other companies even though we were assured there was a council initiative and the government concession. We don’t get over 4.5 on a 5.4 system and therefore pay for electricity from the grid on a hot day. Here’s the crunch. They simply stop replying to calls, messages and emails. Guess I have to try the Ombudsman but someone should let local governments know that they should look elsewhere for their recommended installers.
Waited for 3 months for installation
We waited over 3 months to have our solar system installed, the system was paid for, the installer arrived with the panels to install today and the clips supplied did not fit our roof. The installation can no longer go ahead before Energy Matters winds up the business. Communication has been extremely poor. This process has been a nightmare and we are left having to start the process all over again with another company. Energy Matters have not returned my calls. A very disappointed customer.
2 days later and still haven't heard anything, they are not answering their phone and they still have our money. Now seeking legal advice.
Don’t use this company
We’ve had an absolutely terrible experience with this company and don’t recommend anyone to use them. Our sales man gave us false information prior to signing up. We’ve had continuous issues since installation. It’s taken 10 months for us to actually use our solar and our bill is double what it was for the same time last year with just electricity. I’ve been on the phone to energy matters every day Monday to Friday asking for answers but I keep getting passed on to another case worker or told my currrent one doesn’t start till later and they will call me back which hasn’t happened yet or they are off sick. I’ve been doing this for 4 weeks now. It is beyond a joke. No one can tell me why this is happened.
Disappointed with the installation process
We were very disappointed with the whole installation process. Before we signed the contract we were promise the system will be installed in 4 weeks...it took 6 weeks until someone actually came to do it. The company send 2 inexperienced young guys that were not able to finish the installation that day (I was home so I could hear them calling their boss numerous times to ask how to do certain things), left all the solar panels in our garage (making it impossible for me to use the garage to park my car in for the next 2 weeks) and a mess in our ...electrical service panel. It took numerous phone calls from us and almost 2 weeks for someone to come back and finish our installation...I wonder how long it will take now until we will finally be connected to the grid and actually getting any benefits from it? Very disappointed and all they can say it 'sorry, we are busy'
Dodgy - Don't do it
In late August '18 I found this outfit on Google search, rang them up and asked for a quote for a newly built house, 2.8 kw system. Got a quote and paid the deposit, right there on the spot over the phone. Made arrangements for a technician to attend the site and organise the install, this happened a couple of times. Mainly because of site compliance, being a new build and all that. Advised them that I would call when it was okay for the tech to attend the site. Early September, we were ready. For a good 2 weeks I was trying to get a hold...of these guys to organise the tech to attend the site, kept telling me that someone would call me back, nothing. Fed up, I asked for my deposit back. It's now early November and I'm still waiting, everyday I call them, not even exaggerating. Building and moving into a new home isn't cheap and with a young family, it's very stressful. On top of that, these guys have pretty much taken me up the garden path and left me there, out of pocket with no solar panels, stressed out and fed up. Don't go with these guys, read the reviews. There's some good ones but a lot of them have the same tone, all good until they get your money. - Update - 3 weeks after I wrote this review, I finally got my refund. 7 months after I paid the deposit.
Terrible Customer Service
The product seems fine, however the customer service is terrible. I have been waiting since August 2018 for a resolution to my issue and still cannot get a response and it is now mid November. Every time I am promised a response I don't get one and when I question why, I am simply told we are very busy!!!!! I have now even asked to speak to a manager and they have not even bothered to return my call even though i stated the reason for my call was due to a complaint. My system tells me it is exporting x amount to the grid and my bill is less than half that. i am simply trying to ascertain what is correct.
I recommend finding an alternative supplier, you will just be disappointed.
great installation poor after sales service
My solar panels installed easily and with minimal fuss. My inverter wi fi stick not working so could not monitor the usage on my phone. Made a complaint about this in early August and the matter is still to be resolved. They take a very long time to get back to you. Have been told they will send me a new wi fi stick but this has yet to happen. Disappointed with the quality of after sales service. Have received the new wi fi stck but still can't check with the app - complained about 10 days ago - still no reply. Also put in a question regarding a reading on my inverter that says LIMbyVG but have still not received a reply from energy matters.
Terrible customer service
My parents had their system installed by Energy Matters so suggested I do the same. Following 2 online enquiries no one called me, so I called only to be told you were too busy to give me a quote. I was booked in for a phone appointment the following day at 1.00pm - which I made sure I was available to talk. No one called, and I am yet to hear. I will be taking my business to someone who wants it.
Questions & Answers
Can anyone advise on service received from the company based in Menai?
I don't know about a company based in Menai.
My experience was:
15 Solar panels installed after negotiations and payment to Energy Matters.
The first meter malfunctioned and was replaced.our then providor 's accounts showed feed to the grid. November 2017 we changed providor to Energy Australia.we did not receive our 'delayed Account' until March.this showed no feed to the Gris since November. Almost a month later we are still trying to get proof whether the meter is faulty or the solar installation is faulty......we need this problem fixed and we are no nearer as at 16 April 2018. Janet Hay
Does a 7Kw solar system without battery cost $18,600.00+ to install?
For reference, my 5KW system was just over $10,000 to install high-quality monocrystalline panels. Without knowing the panel type, where they will be installed or the site specifics it is difficult to give you a definitive answer, but over $18,600 does seem a like a high quote if the panels are just being installed on an ordinary suburban roof.
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