Responsive when selling......but beware if you have any issues once paid!
Recommend going elsewhere as no assistance once a job is signed off and they have been paid!
Installation team are great to deal with.....the new power meter failed in December 2019......it took GEM 3 weeks+ to diagnose this and then 2 weeks to replace, have called their customer service many times for updates and never any information nor do I get a return call despite commitment to call back with an update, now due to tardy response times the Solax battery has fully discharged and needs warranty replacement......this was confirmed 2 weeks ago, still waiting despite Gem’s advice there are spare batteries available in country. Very poor!
The job was left half done for 9 days. I had a stack of 15 solar panels in my office until they returned. When I contacted the company about this (among other issues) I was told it was within their normal modus operandi and I would not be receiving any offer of good will for my stress and inconvenience. After the job was finished, I employed a professional builder to check my roof. He said the panels were were installed well but he found six more tiles broken (on top of the 10-12 they had already had to replace).
I found the company tough and stressful to deal with and am glad it's over!
This is the second install I have had done by Gem - great price, good products, awesome service and installers!!
Strongly recommend Gem for domestic and also commercial installs.... no one better!
GEM is the best solar provider, EVER!
From the start of my research, Vincent was fantastic in providing quick quotes on prices and options that were easy to understand and helpful in making a decision. Once I made my deposit, Jordan was nothing short of exceptional, helping me to get things organized at every turn. Shes still helping me even upon install completion with firmware updates and providing me with any information I require. Jayden and the GEM install team were punctual, professional and very easy to deal with during the install. I cant say enough good things about Jordan, Vincent or Jayden. I am an extremely happy customer and wouldn't go with anyone else for a solar install!!
Inspect items before they land on your roof
We installed a solar+battery system via the queensland government subsidy scheme in August 2019.
Our contact person at GEM energy was a gentleman called Vincent.
The quotation process was smooth and seamless.
However, once we paid our deposit, the communication lines went silent.
It took a phone call to the company after a few weeks to get Vincent to provide us with a receipt for payment made and to log our job.
The installation was subcontracted to a different company (Taylor energy)....Issues: 1. The panels that ended up on our roof were different from what was on the contract. A newer version of the Canadian solar panels [CS1-H] was promised on the contract but an older less efficient version [CS1-K] ended up on our roof. This issue was eventually resolved after several months and much deliberation with GEM energy and reassurance from the manufacturer. The overall output was the same. Lesson here: Have your contract on hand and inspect each item to be installed. Resolve any issues identified before they are offloaded and installed onto your property. 2. A number of panels were not fit flash. There was a few overhang panels that Vincent claimed was due to the shape of the timber battens underneath and that the company couldn't fix. It was after I stated I was going to get an independent company to refit the panels and deduct the cost of this from the quoted price that they decided to refit them. No issue with the battens were identified. The panels are now fit flush. 3. A safety inspection by a Queensland government agent identified a few issues that needed attention. Taylor Energy had to return to site twice to fix issues identified. Would recommend GEM energy with an element of caution and if you are happy to have subcontractors do the job.
Hassle Free and Great Value
From start to finish GEM Energy have been nothing but friendly and professional. Never too long to reply to a question and always made an effort to ensure our satisfaction and understanding of procedings.
Nothing to complain about here. Hassle free in every regard. 10/10 in every category.
Thanks for looking after us!
Jay who initially contacted us and helped us with quotes and information and set it all up for us was great, for some reason after he did his bit we did have communication issues, ie we had to chase it. The installation was later then we got told but that was due to everybody being extremely busy and due to the distance the installers had to travel to site from their home base. The installation was done professionally and in one day, the guys were great.
All around thank you Gem Energy a job well done.
Hayden, Sophie and the install team were professional from start to finish. We were informed at every step what to expect and we were extremely happy with the solar system. Definitely would recommend Gem Energy for anyone looking for a solar energy system.
Be aware dodgy solar installer! Words of warning to all pass customers to check your solar panels to see if the wattage per panel is what is on your original contract when you sign to get it installed. I sign up to get 320w per panel x 20, what was installed on my roof was 310w per panel x 20. I only found out when I was about to sign the STC form.
After back and forth communication and negotiations, a resolution to this issue has now been reached. (updated 31/7/19)
Waste of money
The company was quick and pushy to sign us up, we have not had over $120 return from out solar panels so they haven’t even really changed our bill at all. I’m constantly trying to get the matter addressed but no contact at all from Gem Energy. Absolutely disgusting. $10,000 down the drain.
I would highly recommend Vincent and the Gem Energy team
We got a 6.7KW System of 21 Panels + 3.8KWh LG Battery installed with GEM through the QLD Gov Grant, it was a complicated process made all that simpler with Vincent Dyers help and professionalism as he guided me through the entire process from start to finish. The System was installed on the day that was agreed and the install team was very professional and pleasant, we had some minor delays due to weather and parts sourcing but nothing major, the install was wrapped up over the following 3 days. Once works were completed, everything was connec...ted up with no problems at all. The sales team followed up after install and provided clarity as to the next steps in submitting the correct info for the grant. The whole process was a pleasant experience and I would highly recommend Vincent and the Gem Energy if you're looking at Solar anytime soon.
Still can't get it sorted or send the correct inverter, hope they don't forger mounting brackets
The job dragged on for 3 months but eventually a great system installed and working. The company contracted to do the work were really good. All issues were the admin/management side of Gem energy.
I can't praise the service enough!
From the moment I contacted David at Gem energy I was so impressed with his knowledge of his product.
I not only got solar fitted to the Club where I am employed as the CEO but I also got it fitted to my personal residence.
It was a very painless and positive experience, I would recommend Gem Energy to anyone that asked!
- Verified customer
Fantastic service and quality
I found the team at GEM Energy to be very professional, Jodie went out of her way to get our installation sorted, and the crew that came out were very quick to install. Without a doubt, it looks great and has added value to our home. I would recommend GEM to anyone considering solar energy
- Verified customer
They Work with you to get a workable solution
I had a 10kw system with two inverters, seeking to add LG battery pack. After a initial discussion and quote I proceeded with the them. It initial was not possible to be implemented with my existing system, but to GEM Energy credit they upheld the quote given, and the solution found at no extra cost to me. That clearly shows they stand by what they say, and uphold the agreement. Well done to Aaron and Jodie. I would recommend them to you for your solar as I found them responsive to your emails.
Highly Recommend GEM Energy Australia, David Gilles & the team!
Going Solar is a big decision - so many choices.
We had had dealings with a competitor when installing solar at our previous home and had decided we would not be returning to them for several reasons (ever).
We had purchased a new home and wanted to ensure solar was installed quickly, as running a swimming pool and several other fixtures was going to be a bit of an electricity & $$$ drain.
My husband ensured due diligence and had meetings and discussion with four solar companies before proceeding with GEM Energy.
David Gilles (awesome!) ...
Highly recommend GEM.Hands down best service.
I am a repeat customer of GEM Energy and am absolutely amazed again st my electricity bill reduction.Jack and the team at GEM are upfront and knowledgeable through every step of the process. They are quick to return phone calls and follow up to make sure every thing is on schedule. They have a huge range to choose from and are happy to explain in detail the pros and cons of each component. Highly recommended!!
Poor Communication after you sign up
We have no complaint about the rep from Gem Solar, Richard was very patient and knowledgeable, after we signed up that was were it went downhill, the communication from the Brisbane office has been quite poor, even admitting inemail they forgot about us at one stage.
The installation team when they finally turned up were good, and efficient no complaints there.
The office communication is the area that needs attention, we are not impressed and would not recommend Gem, I am sorry to complain but extremely poor service and communication once you sign up.
- Verified customer
Fast, Easy, Great Results
Gem Energy is an all star company, great service and support from first touch point to post-sales information. David Gilles was on point with all the industry information. Every question I threw at him he was able to answer and help guide me through the process of designing the right solution for my home and budget. I was looking for a 6th star option but this system maxes out at 5. Well done Gem and thank you
Questions & Answers
We are considering installing solar panels and were curious about how we would go with after sales service in Victoria where we are when GEM is a Queensland based company?? What happens if we need warranty work completed??
Im not sure as we are in NSW and have not needed any work done but im sure if you call the installer they will inform you of the protocol.
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