E.ON Energy Installation Services Ltd (Solar)

In April 2022 I placed an order and paid a deposit, with E.On Solar to install a system consisting of 12 panels and battery. I thought that I should go with a reliable national company, how wrong I was. Initially everything seemed to progress but after a couple of months, I received no further updates and EVERY email I sent has resulted in no response. The only way to contact this company was via a telephone call, for which I had to wait on hold for well over an hour each time before someone could be bothered to answer. The usual phone response is that there are supply chain problems, which is nonsense as I've seen many other companies install systems locally. Indeed, another company installed a system on a very near neighbours property only a few days ago. The only way I've got a response was to issue a "Letter Before Court Action" via recorded post, to both the Director and the complaints team in order to try and get my deposit money back. They actually telephoned me in response to this a couple of weeks ago and promised to refund my deposit plus £75 compensation. So far I haven't received anything, so I guess I'll have to send yet another letter. Beware using this incompetent company. If I could give minus stars I would, as they are totally useless.

Solar solution installed in December 2022. Discovered during install that the optimal solution for my property hadn't been designed (I had challenged it in the months leading to installation), still saying it is correct when it clearly isn't, but they have not even validated the design parameters used which are wrong. Install was originally abandoned with 8 hours' notice in November, the scaffold was removed and re-erected. Aftercare is nonexistent with hours on the phone. No ability to speak to the same person twice, or ability to transfer. Communication within EON seems to be only via email with no follow up and lots of excuses. 6 months since installation and none of the issues have been resolved or look likely to be resolved. Still not on promised SEG damage to property not resolved, no response received on design issues, and little or no feedback from EON. I have spent hours and hours on the phone trying to get through, discussing all the issues over and over, and listening to excuse after excuse with no action. Appalling service, looking at legal options now as their Ombudsman they identify is literally a not for profit charity with no teeth. Not a happy customer

Eon is the worst company I have ever had the misfortune to come across, for ‘Which’ to classify them as a ‘Trusted Trader’ is beyond belief. Being a subscriber to ‘Which’ myself, *I made representation for Eon to be removed immediately as a Trusted Trader.* ‘Which’ appear to be reluctant to act, even though their name is being discredited by a cascade of negative Eon reviews. Where to start, I concur whole heartedly with previous customer dissatisfaction with Eon. Once order secured – you never hear from them – no rapport in wishing customer care with progress. Eon Never respond to Emails, if you try telephoning, make sure you have a flask of coffee at hand, you’ll be left hanging on the phone for hours. Seven months later Email out of the blue-date for installation, hurray – unfortunately all workforce elements arrived on the same morning. Obviously, solar installers couldn’t install until scaffolding had been erected – took four days to install panels. I’m trying to get paperwork/Damage finalised, I need to end this nightmare but Eon just ignore my pleas. It would be nice to know how much the solar panels are generating, four weeks on I’m still waiting. Even a formal complaint hasn’t spurred Eon into action on damage or Paperwork. If Eon are this bad now, I dread what the future has in store if things go wrong! I can’t underestimate how bad Eon are – stay away, don’t be fooled by the ‘Which Trusted Trader’ tag. There is something rotten in the state of ‘Trusted Trader'

Eon will cost you time and money so my advice would be to avoid at all costs. With Eon being such a big name in the energy market I thought I would be going with a trusted provider - how wrong was I?! I signed 1st Jul 22 and early Nov22 was the last I ever heard from their customer service team. I would wait on hold to the help desk for hours at a time, normally giving up at the 2 hour wait mark and I sent multiple emails with no reply. They only told me after signing and paying that the lead time was 6-8months. This was in September 22 once the survey had been completed. From that point, after a further 6 months of zero information, I finally cancelled and raised a formal complaint. The complaints team are the only ones that will actually respond to you. Had I known prior to signing and paying that the lead time was 6-8 months, I would never have signed. I could have gone with my now new supplier (who took 2 weeks from signature to installation); even with them taking 4-6 weeks to install back in July when I signed with Eon has meant effectively 8 months worth of energy bill savings that I've lost out on: which is ~£550 in energy bills. The complaints team offered me £30 in compensation; this was 50% of the interest they would have earned on my upfront payment alone. They upped it to £100 (the supposed maximum). Not even close to cutting it. And I had to chase (yet again) to get my final resolution letter sent. Complete and utter shambles! Avoid, Avoid, Avoid.

On 5 April I called E.ON yet again about the lack of progress on my solar panel installation, for which I paid in full last September. After listening to music for 31 minutes, I gave up. At the start of the call, I was interested to hear them announce that E.ON/*89 has been endorsed by Which as a Trusted Trader for solar panels and heat pumps. This surprised me because my solar installation experience with them has been disastrous so far. Their service is fragmented, disorganised and slow - and they don't reply to emails asking for explanations about what will be done and when. I can give you more details if you're interested, but below is part of the mail I sent to multiple E.ON Solar addresses after giving up the phone call. No reply.

I’ve had the exact same experience as many other reviewers. The process to get a quote and pay a deposit was fast, professional, and hassle-free. The moment I paid my deposit it was like I was dealing with a different company. I didn’t hear from them for months and then my quote was changed a week or so before the install date to reflect a lower quality battery, and then no one showed up on the day. After I finally got through on the phone line (be prepared for a long wait whenever you want to talk to them) I was told someone at E.on didn’t reply to an email from the local installer and the installation was cancelled without notifying me. I was assured someone would call back within a week to schedule a new install date. They didn’t. Now they won’t reply to emails and getting a hold of anyone on the phone is impossible unless you have a spare couple of hours to wait in the queue. Needless to say I’m only trying to get a hold of them to cancel and get a refund. Wishing I’d gone with a local installer form the start.

I don’t write reviews , but l had not choice but to. E.ON solar are exactly what people have said in the reviews written here. I cancelled my solar installation this morning because they changed my quote and wanted me to sign a new contract, starting the process again. Their communication is awful, the customer service is awful. I would not recommend them to anybody. I work in the construction Industry and this is what gives us a bad name. Don’t be fooled by big company web sites , when they don’t have resources to do the work. Go to a local independent installer, as l will be doing

We ordered a solar panel system (and paid a substantial deposit) in August 2022 and we're STILL waiting for an installation date! Their communication is terrible with no updates from them since last September. They don't answer emails and "on-hold" times on the phone are not acceptable. In February (after making an official complaint) we discovered the system that was recommended was not compatible with the National Grid! The scheme was amended and we effectively had to place a "new" order but was assured that it wouldn't delay things anymore. We've not heard anything since. The sales agent gave me a different email address to try, but no response to two emails sent in the last three weeks. Very disappointed (so far!).

I contacted office multiple times now about my booking for solar panel installation. That has been almost a year since we got a quotation. I understand they are busy, but this is not the typical waiting time. We did have an installation booked by Griff services, who cancelled on 14/02/23 and rearranged it for 22/03/23. They contacted me last week to advise Eon has now cancelled the job. Eon confirmed this, but we have had no contact from synergy gas services, which we were advised would do the job. Also, when trying to contact them on the number I was given, they never answer the phone nor from the number on their website. Also, I see they are experienced in gas and boilers. Still, there is no mention of their expertise in solar panel installation on their website or Facebook. I can see customer comments on Facebook advising they do not answer the phone when called is a regular occurrence. I am now very concerned Eon are subcontracting this to an inexperienced provider who cannot keep up with their current commitments and lack any experience in this type of installation.

Very disappointing level of electricity generation from such a large system. No response to my emails, so advised to send a recorded letter. No response from Eon but the third party installer phoned after a few weeks and then arranged to visit. A number of the panels had not been connected. 9 months wasted. I gave a poor TrustPilot review and was told someone would contact me direct. No one contacted me and I got on with life. Recently the battery stopped working and on sending photos to the manufacturers (Givenergy) they said a cover had not been installed on the inverter and battery which was a requirement of the warranty, they said I had to shut the system down but kindly sent me the installation manual. I have tried to contact Eon solar by email and phone but can't get any response. The complaints line said they would Email me straight back with a named call handler but did not. I phoned again and spoke to some one who put me on hold while they spoke to the solar team this continued for some time until the message said the office was closing and cut me off. This gives a very bad reflection on Which. I notice the installer that Eon used has a very poor Trust Pilot rating, how did they get a which installer award? No electricity being generated from a £1200 system.