- Verified customer
Great Product and Price
The people were great to deal with. The installation team were efficient, helpful and very neat and tidy. I’m loving being able to monitor the daily efficiency of the system. I recommend them to everyone I meet. They can’t be beaten on value or quality!
Following from my previous review, which tended to be a little negative.
The electricity supply people finally got the voltages correct in our street and the solar now works correctly (there was no problem with the solar system). Now with 16 panels have had no electricity bills for 9 months (3 quarters), but will have to pay for the next winter quarter. The credit we accumulated during the summer paid for the first winter quarter. . Very happy!
- Verified customer
Sales department is brilliant, after sales department hopeless
I notified Energy Matters of a problem on June 1, they promised action within 10 to 14 days. A reminder on June 19 was ignored. On July 7 they told me the warranty had expired - it hadn't. Then they gave advice by email which allowed me to fix my own problem.
I will be building a new house next year, Energy Matters won't be supplying the solar panels.
Living more comfortably
I couldn’t have switched to solar at a better time given the temperatures Sydney has been coping with in recent months. First electricity bill last week was impressively less. Only complaint is that I cannot fully understand the AGL bill; it would be handy if you published a typical bill deconstructed to explain each step.
Energy Matters were fabulous to work with and very happy with my solar panels
great communication and information on phone, what to expect and how long it would take etc. Installer had to reschedule install- but this was done with a few weeks notice- was very professional, The installer we had was amazing, really polite, neat, great communication and felt very comfortable with the install. The electrical inspector said they were a great team and they always did wonderful installs and he never had any problems with their work.
Panels working well and so far even in Winter am so happy I went ahead with the solar panel install.
Good communication via phone and email. Smooth installation process on the day, Overall a positive experience. It took a while for the power supplier to adjust the meter so that we received our feedback credits but that is not the fault of the installer. I am happy to recommend Energy Matters.
Poor support with no follow up to issues
We had our solar upgraded with additional 3Kw to give 4.5Kw and a Powerwall 2. After 1 1/2 month of believing we are grid free our bill estimate is $345. Origin believe we are taking grid power when Tesla say its from the Powerwall.
Contacted Energymatters will little success they did not take the matter seriously acting as if its not their problem. I'm constantly pushing them to look into the problem but this is just not customer service.
Tesla are assisting but as they are not the installers they have limited assistance.
- Verified customer
Energy Matters Useless for After Sales Service
Energy Matters installed my 5kW solar system with an Aurora inverter.
After 4 years, the inverter was giving a “Low RISO” reading, which meant something wasn’t right in the system. I contacted Energy Matters in early April 2018. Initially, the response seemed to be prompt via emails from the “Senior Global Support Engineer”.
However, by late April and after several emails and phone calls I was still getting the runaround, with the message that their installer was “overworked” and that it would be another week before they checked.
By 17th May...
After sales service ...poor
We purchased a descent 6 kw solar system together with a power wall 2 battery.
We received our First electricity bill.we were astonished that it was $245 for the quarter
Specially when our iPad app was informing us that we were utilising 100% electricity from our
Panels and battery.
We have been trying to contact energy matters for the last 6 weeks.This with emails and by phone.
No body has contacted us.
All we want is to understand why our bill seems so high
We spent 19k on our system.
If energy matters read this please contact us ta
Terrible Customer Service
Back in February we looked using this company for our solar but then decided that at the time this company wasn’t right for us as they kept messing us around. So in the same month we rang to cancel our contract with them. Fast forward to June and we’ve had money deducted from our account for the solar panels, so we ring to find out what’s happening and get told Energy Matters haven’t canceled our contracts. I wouldn’t recommend this company to anyone.
Prompt knowledgeable service.
From my first phone call to them to the conclusion of their service they were extremely competent. They exlained the details of the solar power system in an understandable form. The panels were installed about 6 weeks later. I am now getting a rebate and my energy bills are significantly reduced. My only complaint was that it took longer than expected for the compliance to be carried out and for this information to be passed on to the energy supplier.
Terrible Service just take your money and then nothing
We had a large installation of Solar Panels and a monitoring system installed. The system has stopped working on a number of occasions and we cannot contact them. Wait for over an hour on hold, give up and press 1 to leave call back. Never get a call back. They are tied into Sun Edisson who went bankrupt and we have not been able to contact them since then. Wish we had gone with a more reputable company
Apalling response from Energy Matters when told that our solar panels have not been connected since
From the first contact ( through ISelect) Energy Matters were prompt, efficient and courteous.
As far as we can tell at this stage, their service was excellent.
We have a serious complaint: through a late billing from Energy Australia, we were unaware that the solar installation was not working. It is one 2 weeks since a,erring Energy Matters and no remedial action has been taken, only ineffectual telephone call.
Advice and Installation Very Good but One Question Unanswered
I am very happy with the price, advice and installation of my solar panels. Everything went well and to plan. The only consideration that I have is that I have requested a very simple request from Energy Matters on three occasions if there is an app or website to track my energy use and solar supply and I am yet to receive a reply.
Reputable & Reliable Solar Installer
The solar system installation sector is fragmented with many companies offering the service. It is hard to know how to pick a reliable and reputable installer, and in our case, our local Council worked with Positive Charge to recommend Energy Matters as a reliable and cost effective supplier. This made it much easier for me to proceed with putting in our 3.24KwH system last December. The Energy Matters salesperson was very well trained in his industry and was able to design an optimal system around our heritage overlay constraints and also give...me a good idea of the payback period of the investment. The installers were prompt and competent and the system started generating power immediately. The only issues I noted were that 1) the wifi dongle was not installed and it took some back and forth to get this done and working - an issue that could have been resolved on the day of installation by the installers telling me they needed the wifi network and password 2) the inverter needed some tuning for a grid voltage error and 3) the process of getting a two-way meter installed required a lot of coordination by me of the Retailer, the Distributor and Energy Matters. Point 3) was more an issue with the Distributor, but it was nevertheless a hassle for me that I had to resolve. Now that everything is working, we are enjoying power bills that are a fraction of what they were, and I have also learned to be more careful about when I run which appliances so as to maximise the use of the electricity we generate. The system has so far operated to specification and without issue.If I were to expand or modify the system, I would certainly engage Energy Matters again.
- Verified customer
Only one word to describe Energy Matters for solar PV: pathetic.
This has been the worst purchasing experience we have ever had. We accepted the quote for our solar PV system on June 27, 2017 and paid our deposit straight after. And, we are still waiting for a confirmed date for installation. Over 8 months to get a pretty straightforward system installed! This was after Energy Matters saying that it would be up and running in 1 to 2 months. We are frankly amazed at the challenge of getting done what should be Energy Matters core business: getting solar PV systems installed. And this done in a reasonable time...frame. If we could give Energy Matters a zero star rating we would – simply because they have failed completely to do their part of the deal and that has cost us a whole summer of electricity production. In the eight months we have been waiting, we have had seven different Energy Matters people looking after our account due to staff attrition. As others who have dealt with Energy Matters have noted, at times we have felt that we have been driving the process. This has involved well over two dozen emails (and more phone calls than that) to either Energy Matters or their local installer trying to make sense of the extensive range of ‘reasons’ that have been raised for the over 8 month delay. Like others, we have had promise after promise to return calls and sort out the installation followed by failure after failure to do so. Energy Matters offered us an upgrade to the system and later a small discount to try to mollify us. But we would just prefer to get this sorry saga over and have a working PV system. And like others have done, we would recommend avoiding Energy Matters and instead go to a company which talks with customers, respects customers and delivers what it promises.
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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