Over promise under deliver
I was promised installation before Christmas 2017 - had two installation dates in February (your panels in another state) and March (cant find your panels) and still no action. Very poor.
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.
The installation team were quick and efficient. Contact with the Melbourne office was a bit iffy early on with emails going unanswered. Had the battery for 3 days and the system is working brilliantly. Effectively we are self sufficient which was our goal.
Still waiting for our replacement inverter to be installed to replace the original inverter that lasted less than 1 day. We have been waiting for action for over 2 months - phone contact, email contact has not resolved this yet. This has to be the worst after sales experience I have ever come across, absolutely appalling.
most delighted with the set up my solar panels and the tasla battery, all perfect
I would like Energy matters management to react on requests for quotations for my friends who are also interested in the same system we have. This would be appreciated
Don't Do It !!!
I believe that I am generally an easy going person with normal expectations from sellers and people so it is unusual for me to say anything negative about my experiences let alone fill out a review such as this.
Quite simply this is the worst company that I have ever had the misfortune to deal with. The service and communication ceased upon payment. Only ring them if you like speaking to a answering machine and don't expect a return call.The only good part is that the installed equipment works well.
Yes I am a very unhappy customer.
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Power companies now pay me to turn on my lights
Live in Sydney Australia.
We have a 7 year old 3 kw solar and a 2017 5 kw solar system installed on our home.
Tesla Powerwall 2 installed.
The new system plus Powerwall 2 has been installed now for 2 months.
We have not drawn 1 kw from the grid since.
We generate to the grid on average 35 kw per day. This covers the poles and wires charges plus GST and all other expenses.
We are now in credit to the power company.
The system works superbly.
There were some delays caused by Tesla. Tesla's mobile app is still not quite right yet. The app is only a guide as to where the power is being used and distributed to.
Top marks to Energy Matters and all their staff and contractors through the whole process.
Very good service and good power production. Good follow up. We would reccommend Energy Matters to nyone comsidering Solar Power.
A trust-worthy supplier that installs top-quality products
After receiving various quotes from various suppliers, Energy Matters was the only company that provided us with a quote for a system to meet and exceed our needs. Once we accepted their quote, the site was investigated and a final solution was agreed upon. The 21 high-quality panels provide us with enough power and the Tesla 2 Powerwall stores our excess. We have now been 'off the grid' for 2 weeks and have not looked back. The team from Energy Matters have been great and have followed up after the installation to ensure that everything was wo...rking properly. The apps that allow you to monitor your system's functionality are easy to use and tell you exactly where the solar energy you are harvesting is going. I would highly recommend Energy Matters to anyone considering solar power collection and harvesting.
good - except for log-in
Good from start to finish.
One small matter. Why do I have to go to so much trouble to log in (email, pass-word) every time I want to see how things are going? What's so secret? And since I'm looking at the thing on the internet, why do you want my email address?
To add to this, I often have to attempt log-in three or four times before it works. I am not making mistakes (not that often). It just often won't let me in, and then on the third or fourth try, does. Why? And again, why can't I just have the thing as a desk-top something or other so I don't need to log in?
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Great company to deal with. Highly recommend!!
I did quite a bit of research before choosing an installer. Energy Matters have a great reputation and were great to deal with. I signed up the Solar Quotes website. They only refer you to reputable Solar companies. I love a bargain too, so I had quite a few quotes and conversations with some cheap and less than reputable companies not recommended by solar quotes. I was a Solar novice but after around 3 months of research I was confident about what sort of system I wanted. And despite only having researched roof top PV for a few months it was q...uite clear that I had managed to gain more basic knowledge about Solar in a short time than many of the reps that I was dealing with. Baffles and my god some of these people talk out of their butt. I can not strongly enough recommend that people sign up to the Solar quotes website if you are looking to install solar. They referred me through to a few Good solar companies. Out of those Companies Energy Matters were the best on price and were willing to over size my system (which everyone should be doing as it make sense $$$$). I have a 5kw inverter with 6.21kw of panels. This is the biggest system that can fit on my roof, I wanted 6.48kw but I ran out of roof space! In the end the price difference between adding a few panels to the system to take it from a 5kw system up to 6.21kw system was only an extra $620. That's right an extra 1.21kw for $620. It was a no brainer and I am very happy. System has only been in for 4 months so I can't yet say exactly how my annual bill will be improved but so far so good. Can't recommend Energy Matters enough. They were knowledgeable helpful and great value. I was a pain in the head too, I sent a lot of emails asking for changes with many different scenarios and arrangements for the system and they were very accommodating and responded to my emails quickly. P.s Ask your installer about over-sizing your system 133% everyone should be doing this !! $$$$ Oh yeah and I can see a review here stating that "Energy Matters wanted to install without a Council Permit" I work for a local council and a permit is only required when tilt frames are used or the install is for a total area larger than 38m2 or 24 or more panels, so yeah.. grain of salt. Cheers!
They wanted to install without a permit from council !
Signed up with them and their sales person advised me to go ahead with the installation even without a permit from the council. No follow ups, and clearly their sales people will tell you anything you want to hear to get the sale. I cancelled with Energy Matters and went with someone more respectful.
Excellent aftercare service
Purchased a Solar panel and inverter 6 years ago. My initial enquiry to installation took 5 weeks and it was a very easy experience. The product worked well for 4 years with no issues. After 4 years my inverter broke, I contacted Energy Matters and they had an electrician out to inspect. They confirmed it needed replacing and then ordered a new inverter. The new inverter was fitted and the total time from initial fault to replacing the unit was 2 weeks. It was a pleasant and easy experience and I even received calls following replacement to ensure there were no further issues.
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Professional sales & installation.
After extensive research & solar quotes we chose Energy Matters because of the excellent information provided. The installation team were very professional and left the site very clean. After completion the supervisor explained how to view the information via the screen on the Inverter. Would recommend to Energy Matters to anyone.
My inverter had E031 error, an issue which needed to be rectified by replacing the unit, luckily it was still under warranty. The replacement was delivered with in a week and my solar system was working again within 2 weeks...that was exceptional service!
Great Service, no fuss install
The Install Team were professional and cleaned up perfectly at the end. No boxes, no packaging materials on no stripped wiring insulation was left behind. The system works faultlessly. Even on a totally overcast day, we get reasonable generation. With the good spring days recently, the system has been excelling with close to 40 kWh per day !
Just hanging out for a Tesla Power Wall 2 to complement the system - current product lead time is quite long at 2 to 3 months.....that's a Tesla supply issue, nothing Energy Matters can do about it :)
Rabid Sales team, but sub standard design and appalling after sales service
We started investigating a Tesla in late 2016. Made contact with EM, who suggested that wouldn't be suitable and that I should get Enphase. Managed to get a reasonable deal on equipment and installation, albeit with getting the installer back three times to correct mistakes or tidy up their mess. Initial monitoring data was a surprise, in that we were exporting so much to the grid - the opposite of what we asked for - and later in the day having to import from the grid with even a moderate load required in the house. And this is where things...went south. Their customer response team had no interest in providing a solution to our problem. They take weeks to respond to any communication and when they do it's all risk management. Appalling service. Their system designers sold us a battery that even at full charge can't cope with an oven being used. If we'd got what we asked for in the first instance - a single big battery - we'd be fine. As it stands, we basically have a $17,000 lemon and the highest power bills in 10 years, and they couldn't care less.
I was referred to Energy Matters by my Council via their Energy Program. I found the Sales person to be quite arrogant, didn't listen to anything I had to say, talked over the top of me, was very negative about his competition - labelled them all as crooks and refused to come out to the house - or send someone - to check the roof, insisted that his imagery was sufficient (all other Installers came to look and found out that the images were not sufficient).
He insisted that I had to use the panels and equipment he was recommending and then ref...
Since making a reasonable deposit for a system i have basically had zero contact from these people. I had to call and get confirmation of receipt of funds and request a receipt.
No updates at all as to the progress of the system install. I've had to contact synergy and western power myself today to try and figure out if applications have been made to the appropriate providers. I'm not sure if I've been duped as yet??? Very poor communication from the start. ZERO INFORMATION.
Very happy with all aspects of installation and support service
The information given and workmanship involved with the installation of our panels was all we could have wanted. We were informed at the outset of an extra cost involved due to our particular situation and every effort was made to reduce this cost.
A problem arose a couple of months after installation due to power surge in grid. Energy matters immediately notified our supplier and the problem was solved on the same day.
Excellent service from the beginning of my first inquiry through to my system being up and running. Easy to deal with, professional, helpful, efficient. I got exactly what I needed.
I am happy with energy matters workmanship. The solar energy does help to keep energy costs down its when sunny.
We love to see the power display with lots of Watts, even in quite dim conditions!
The new panels, 10 of them, are producing about 3 times the power of our original 6 panels. On a sunny mid-winter day in Sydney, that means about 14 kWh over the whole day.
Awesome job, awesome customer service, awesome products.
Nearly five years ago we had 20 x 250w REC solar panels (5kw system) installed with an Aurora inverter installed by energy matters.
The original sales team in Launceston were very professional and informative and helpful fully explaining all costs associated with the purchase and install and also explained the costs by the electricity supplier.
As I do a lot of homework on most things I buy, I decided on using REC solar panels with the full knowledge that they were a premium product and wouldn't be as cheap as some of the budget deals on tv t...
Too Expensive and did not honour their promise!!!!!
I recently installed solar panel from energy matters and was very disappointed firstly they charged me nearly double the amount for solar, Secondly they that did not honour the promise when they sold me the panels. At the time of sales they informed me that I will have all the relevant components that's required and I will not require to purchase or pay anything extra other than the smart meter, now after paying nearly double for solar system compared to what other providers charge they want me to pay them more for getting the monitoring enable...d for checking how much electricity feed back to grid. Its a total rip off and feel very helpless and frustrated. I waited for nearly 2 months and they are want more and more money. I requested the support team to go back and check the sales recording what was promised and still haven't heard anything back from them. Raj - QLD
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