ENGIE

The worst company I have ever had to deal with. Staff seem to have absolutely no idea of how any processes work, constantly give incorrect information and you need to repeatedly contact them to get anything done. I have switched to AGL and Engie are still billing me for my energy (on a smart meter) even though they got the notification from AGL a… Read more

week and a half ago. The staff member who I spoke with today repeatedly told me that Engie had the billing rights to my property address, it was only when I asked to speak to a manager that she decided to actually bother to look at my account and could see that the billing rights were no longer with Engie at all. The staff member then said to me that I didn't have to pay the bill at all, which is laughable, as there is almost a months worth of usage that was billable by Engie. I still am no closer to having anything resolved. I have just tried the online chat and was told by the customer service agent there that it would take 4-5 minutes to bring up my account. Absolutely laughable company. If you read this, please do yourself a favour and look elsewhere. Great if you don't have to deal with them, but if you actually need anything, expect to be given the run around, false information and nothing actually being done to resolve the issue.

Very very bad service and high bills irrespective of smart meter and 44 kwts solar battery thelootes many hundreds and no use of complaint. Am now complaining to Ombudsman. So no one should go to them. Show details

Have had a dreadful experience and wouldn't recommend to anyone. I just switched to Engie on a solar feed in contract. My first bill just came through and was 3 times what I expected to pay- on looking closer discovered they had not put me in a… Read more

solar tariff and had functionally disconnected my solar when they came round initially. They then tried to tell me that my meter wasn't compatible with solar (it has been connected to my panels for > 5 years), then that my panels must have just been installed (again, > 5 years), and finally that it was my fault as despite paying for a solar plan, they expected me to tell them separately that I had solar panels so that they could set things up appropriately for them. They then said they couldn't fix this for at least a month, and declined to offer any solution for the fact they have locked me in to two months of double my expected energy bills.

Avoid this company. I will be switching as soon as I can.

I was billed over 7× my normal electricity usage based on a meter that was later disposed of, meaning it could not be independently tested or verified. Despite clear evidence of my historical usage and mathematical proof that the applied consumption… Read more

was not physically plausible, ENGIE refused to correct the charges and relied solely on internal assurances.

They offered a small “goodwill” credit while simultaneously claiming the billing was accurate, which is contradictory and undermines their position. The matter dragged on for months, with repeated delays, inconsistent communication, and no meaningful resolution.

I paid all undisputed charges in good faith and escalated the matter to the Energy & Water Ombudsman NSW due to ENGIE’s failure to resolve the issue.

This experience has been stressful, time-consuming, and unacceptable. I would not recommend ENGIE based on transparency, fairness, or dispute handling.

My issue is the customer service I was on a chat with 2 different people from 1.42pm then at 3pm they tell me i need to call instead and speak to… Read more

someone. This is unacceptable. I tell the person to call me direct as i should not need to be on hold and go through the multiple people explaining again.. they then tell me a few mins later they have been able to sort my situation. I think they were lazy and did not want to sort what i requested and thought by telling me to call they could just push me onto the next person. This is not a one off either.

I had a real good customer service operater today named rajiv prasad he made it so easy to sign up and explain everything about energy plans and rates good worker and company thanks rajiv. Show details ·  1

I would highly recommend ENGIE after looking around and talking to at least 5-6 Energy companies, ENGIE, although not the cheapest, had by far the best service, I spoke to someone who was in melb (Wantirna I think) and offer was really good as well, I got onto a ENGIE Perks offer which has a good discount but also offer discounts in other things… Read more ·  1

like Fuel, holidays etc. I wanted to post because most people put negative reviews regardless of industry but was really happy, hopefully it continues :)

Terrible customer service ever. Contacted them 5 times for a simple meter upgrade Request pending with them for more than 20 days after been held waiting for an hour given same excuse all the time . No update nothing in black and white on the timeline for request completion lame excuses.Tried online chat, even worse, went around and around in circles. Take my advice, get you energy from another supplier Engie is pathetic Show details

Worse customer service ever. Contacted them on 3 occasions but after been held waiting for 1.5hrs got fed up. Tried online chat, even worse, went around and around in circles. Take my advice, get you energy from another supplier Show details

Terrible customer service. If you are a business - run. Don't use this company. Making any changes in the future (like a change of staff contact) will do your head in. They ask you to write in - then they write back saying, chat or call in - then they say, can we have a letter. So you send them the same letter you sent in the first place. Don't do it - find another company. Show details

I would never recommend this company to anyone. For months I requested a copy of my gas bill so I could pay it and they would never send it (via post as this was my preferred option) I would however recieve all my electircity bills. They kept saying the conection was yet to be established and transferred transferred from a porperty that I had… Read more

moved out from 4+ years ago. They would disconnect from my online chats, hang up on me, when all I wanted was to know I was up to date on my payments. How could I have paid up until aug for example, then every conversation with them was - we don't have your gas connected with us. Infuriating When I then finally changed gas services, the new provider was trying to establish the new connection, Engie was still 'waiting for the transfer'my my old address to the new one. Since then I have recieved the last 3 bills. An absoulte pain. Couldn't be happier to be with another provider for both power and gas

Trying to log in for first time in either website or app - needs OTP password but SMS arrives either after the timeout period or not at all. Its a bit unfair you make support staff have to support defective systems or poor IT system choices (only solution given is to wait 30 minutes - must be running on slow internet!) and to allege the issue is… Read more

on the customer's side (when I have already received other OTP messages) is a bit disingenuous - sees like a technical cop out to blame other systems.

For reasons not known, they continue to stop construction at the Goorambat East Solar Farm, costing labour hire workers thousands of dollars in lost wages. Construction was stopped at 11am monday 2 weeks before Christmas and all work cancelled without pay. After Christmas they are stopping work again. Don't support this foreign company that treats Australian workers so poorly. Show details

i would give zero stars if i could, talked us into changed plans, put a new meter in on our property, we installed a new element in our hot water service, only to have it burn out again after just over 12 months, only to find out, that we have not saved any money on our plan as they have set the timer to heat our hot water service 24 hours a day… Read more

instead of offpeak between 11pm and 6am. which caused the element to burn out again, cant tell me when they are going to adjust that, and i keep asking what compensation they are going to give us, as the cause is their fault, not ours, and when you call engie, i keep getting passed around and passed around , and no one is willing to help or give us any answers when this will be sorted out, and i cant even understand them when they speak.... i will be looking to change providers,

i am still waiting on this to be resolved - its now been a week since my first phone call and i still have no answers when this will be actioned.....

scheduled to have this issue fixed on the 8th jan, i am a bit confused though as i received an email stating investigation shows they are not at fault, well how can that be, if the issue is not fixed yet and engie set the timer without our knowledge or any discussion of the timing to heat our hot water 24 hours a day. we did not set the timer, engie set the timer so how are they not at fault. will see what happens now on the 8th and there better not be a charge to us for this issue.

SO THIS IS THE REPLY WE GET FROM ENGIE WHEN FINALLY THEY COME OUR TO SORT OUT OUR ISSUE TO ONLY FIND OUT AT SOME POINT THEY DISCONNECTED OUR COMMUNICATIONS ON THE METER WHICH MEANS WE HAVE BEEN PAYING ESTIMATES AND THAT IS WHY WE HAVE NOT SEEN ANY SAVINGS ON OUR BILLS. AND THEN TURN AROUND AND SAY THEY ARE NOT AT FAULT AND TOLD THE TECHNICIAN THAT CAME OUT WE REQUESTED THAT... SOUNDS LIKE A DODGY BILLING SYSTEM TO US. BEWARE,, WHO WOULD REQUEST THAT SORT OF BILLING . NO COMPENSATION HAS BEEN OFFERED. IT WAS COMMUNICATING AT SOME POINT, SO WHO AND WHY WAS THAT DISCONNECTED , AND IF THEY ARE NOT RECEIVING READINGS FROM OUR METER AND JUST ESTIMATING - WHAT YOU DONT QUESTION WHY.............. SERIOUSLY THIS HAS BEEN THE MOST FRUSTRATING AND DISHONEST COMPANY .......... WE ONLY FOUND OUT WE HAD THIS ISSUE BECAUSE OUR NEW ELEMENT IN OUR HOT WATER BURNT OUT FROM HEATING 24 HOURS A DAY. AND THEY DONT EVEN CARE SO NOT ONLY HAVE WE NOT HAD ANY SAVINGS BUT WE ALSO HAVE TO PAY TO REPLACE THE ELEMENT AND THEY ARE NOT EVEN TAKING ANY ACCOUNTABILITY.......... IF YOU GET A CALL TO CHANGE YOUR PLAN BEWARE..........

Hi Stella, Thank you for your email, and we sincerely apologise for the confusion and frustration this matter has caused. Regarding the service order, the technician attended to fix the communications (comms) connection on your meter. This connection allows the meter to communicate remotely for accurate readings and also enables the correct scheduling of your hot water system. As you reported, your heating was previously operating 24 hours a day — now that the comms issue has been resolved, your heating system has been set to operate during the intended off?peak period of 11:00 PM to 6:00 AM. To clarify: • Comms not connected means the meter was unable to send remote readings or apply the correct time settings. • With the comms now connected, your meter can be read remotely, and your hot water system should now operate within the correct timeframe. • The meter itself was not changed over, as you correctly noted — only the communications were fixed. We understand this process has been confusing, and we appreciate your patience. Please monitor your next bill, as the corrected settings should reflect in your usage. If you notice any further issues, kindly let us know and we’ll be happy to assist.

so after all of this, engie have taken no responsiblity for damage to our heating element, although they have said they will credit us $100 on our account. they still have not provided when the communications were disconnected and who requested that, certainly not us, so therefore also no savings to our bills, they just keep saying they have waved the fee, well i wouldnt have expected to be charged a fee to fix an error that we did not request, the only way we found out that the communications was disconnected still dont know when and who requested that was when the technician came out... sounds all a bit dodgy .. show us the work order then when this was requested and by who............. it wasnt us... i will be looking at changing providers............

They are overpriced, offer no transparency to their billing, offer extremely poor communication and have made several mistakes when sharing information about their bills. Show details

Went with this company because we got solar Have been waiting several weeks for a meter changeover to a smart one. They keep cancelling the appointments, then promising a new appointment within 24 hours and then cancelling that appointment. Whenever we phone up to sort it out, the staff member is zero help - they don’t understand the logistics… Read more

of their own procedures.

How can a business so focused on renewable energy, not have a clean and clear process for smart meter installations for solar?

Seems like they don’t want customers to have smart meters - because then they have to pay for exporting of power? Seems extremely dodgy and very alarming.

We are taking this matter to the ombudsmen

This company is bizarre. I think they’ve ripped off broken tech from someone because there website does not work at all. Can’t do a payment plan, can’t get a payment extension, can’t send through a ticket because it thinks there’s “special characters” in the message box. Honestly save yourself a headache and choose another company. I can’t wait to get rid of Engie and never go back. Show details

If I could rate this company a 0 I would I did not even get through the sign up process before encountering issues and the customer service was not only unhelpful but quite rude. The best thing about them was that I was able to withdraw my application before signing up with them, especially after reading reviews that confirm that it would have been a mistake. Show details

I am extremely disappointed with my experience with ENGIE Australia. In my personal dealings with them, I have found the customer service to be extremely poor. They consistently avoided giving clear answers to simple questions and often spoke in circles without actually resolving anything. To make matters worse, two of my bills were withdrawn and… Read more

reissued with hundreds of dollars added without proper explanation. Trying to get clarification was almost impossible, as every attempt ended with vague responses and no accountability.

Based on my experience, I strongly advise others to be cautious. For me, ENGIE has been the worst company I’ve dealt with, and I would not recommend them to anyone.

Be warned. I would not use this company again.

Worst experience I have ever had with power company they did not send me a bill then they sent me a warning letter that I have not paid my bill this company is dodgy DO NOT JOIN VERY DODGY!!! Show details

I have been a customer of Engie (previously Simply Energy) since 2014, and recently undertook a comparison of the tariff rates on my plan only to realise that it was probably the highest in the market! In addition to this I was extremely surprised to realise that Engie was not crediting me with the solar buy-back ever since I installed a solar… Read more

system in October 2023. Undoubtedly I should have realised both of these when reviewing my electricity bills, but admittedly I have being careless in not doing so. On enquiring about this on a call recently, to my surprise I was informed that the plan I was on did not entitle me to the solar buy-back. I do not recall been informed at the time of my solar system been registered with Engie that if I am to get credit for the feed-in kWh I should change my plan. To me this is a classic case of the customer been taken for granted and taken advantage of. I realise that it is in my interest that I should have compared and checked on matters myself, and done so earlier. But in my view “loyalty” is a “two-way street” and Engie could have reached out to me to suggest alternate plans and informed that I would be better off to change my plan at the time of registering my solar system with them. This is all history now, and I have taken the decision to switch to another electricity supplier - who incidentally has given me a tariff rate that is over 50% lower than the tariff rate Engie charged me, has a significantly lower daily supply charge and also gives three hours free electricity (from 11:00 a.m. to 2 p.m.) - with immediate effect. I do not recommend Engie and regret that I did not undertake a comparison much earlier which would have resulted in me changing my electricity supplier many years back.

I switched my gas electricity and gas provider because I moved in to a property with a months notice and still had no connection. Engie somehow reclaimed the billing rights after AGL had got me set up so I had to cancel them again. I am a single person in a two bed granny flat who rarely cooks yet received a gas bill for $517 for a quarter,… Read more

significantly more than my neighbours who are a 5 bed room house family of 5. Reclaimed the billing rights and have the worst most expensive plan on the market, to have been billed so much for so little usage is wild. I quickly switched from Engie as soon as I received the bill and was able to compare my usage to see what other companies were charging for the same usage and they were a third of the cost. Disgusting