E.ON Energy Installation Services Ltd (Solar)

We started what Eon like to call our ‘solar journey’ with them in August 2022. At the time of writing, that is now eight months ago, and we have absolutely nothing to show for it. That same month we signed up to a £14,000 installation of panels and batteries. Eon took a £2,000 deposit from us with the rest due to be collected monthly after the point of installation on a 0% finance package. But we have never come close to an installation! We would get to the end of a month and Eon would keep fobbing us off that their local installers (read subcontractors) had not ‘released’ their availability to Eon so the installation could never get scheduled in. They offered us two dates with short notice and when we couldn’t make them work, that was it - no alternatives and then wait another month for new availability to be released. How on earth most people with busy lives can work with that lack of pre-planning for a two-day weekday-only commitment is beyond me. Having chased them for what felt like the twentieth time today (prepare yourself for between - minimum - 45 minutes and - on a bad day - 90 minutes on hold every time you call!) I finally bit the bullet and accepted it just wasn’t going to happen and told them to cancel my order and demanded a full refund. They have a super smart and intuitive front-end online platform which makes it look like they must know what they are doing, but behind the scenes this is a company with absolute no means to deliver - avoid!

Fitted solar panel and battery no problems initially but then I started noticing that although the battery is meant to be 5.2kwh it is only charging to the high threes low four before saying its full and switching to supply to the grid. I suspect the battery has been in the warehouse for a while and it holding less charge now than it should. I have complained but have had no reply despite regularly chasing by email and have received no reply by phone (they never answer, I have emailed multiple email addresses, even the unhappy at E.On and Ceo at E.on to be fobbed off once and told they will forward and I would receive a reply in two weeks. Three weeks later still no reply. If you want to be ignored and frustrated with terrible customer service then buy solar panels from E.on.

Solar not installed yet and I may likely pull out of this deal if the issues continue. Ordered system back in October 2022 (it is March 2023 now) the design of the system changed after my on-site survey, which is fine. What isn't fine is some of the changes to the system (new limitations) were not communicated to me. A G99 had to be applied for to export from my system - either the wrong export was applied for, or the right export was applied for but a smaller amount approved. Speaking to different people at eon I get different answers on what it is. Primary communication is via email - sometimes you get replies to questions quickly, many times they get ignored. You do not get updated as things progress. You'll have to chase for updates, and will get different answers depending on who you speak to. Typically if you want to speak to someone on the phone make sure you have over an hour spare to wait on hold and speak to someone. Teams are silo'd - if you have an issue with what one team is/isn't doing you cannot escalate over the phone as the only three teams you can speak to (sales, booking, support) wont put you through. Instead you have to tell one person your issue, have them email that to a manager, and hope that manager will get back to you. There is no phone based escalation path and all escalations are via internal email you can't see. They're the worst company I have ever dealt with. Months with no communication, conflicting answers on same questions etc

Eon told me that my Solar panels would be installed within 17 weeks of order. After 11 months Eon are still completely incapable of installing solar panels on my roof. Their customer was bad and is getting worse. It now takes longer than 2 hours to get them to answer a phone call. To label them a Which? Trader brings Which? into disrepute. The date of completion shown is today’s date. The work is still not completed

I have signed up for my solar PV installation, thinking E.On being a reputed company , my journey with them be smoother. Unfortunately, 6 months since signing the contract no updates on the installation date. Calling the customer service is a night mare as most of the times it is 20 to 30mins before somebody attends the call. The journey is On and On with no end to it. Pathetic, if you can't provide the services do not commit to it

I ordered my solar panels with Eon solar back in August 2022 with a fitting date of end of September beginning of October. In between August/September I should have had a isolator switch fitted all organised by eon September I received a phone call to say that due to coming out of covid there’s a shortage of batteries my fitting date got moved back to end of October/November. I then received a phone call in October saying that there is still a shortage but Eon have a shipment coming into the country in a couple of days and my name is on one of the batteries but fitting date moved back again to December. I then received a phone call in December saying still a supply issue, I explain to the call handler the above conversation but all he could do was apologise. I explained to the gentleman that I still hadn’t had my isolate switch fitted with him saying that I had. After going back and forth the only way to get him to believe me was to take a picture of my fuse box and email it to him. Once he believed me he then said I had to contact Eon next to get them to fit the switch. I then received a phone call from a person literally straight after the call apologising, I asked him if he was a manager which he said no and my battery had been stolen at the port. it turns out he was a manager. After 2 hours on phone told they don’t have anyone who can fit panels in my area, so no fitting date and £59 compensation. The company is awful

I paid a £2.6k deposit for solar panels in April 2022. Nothing has been installed and my chaser emails are regularly ignored. The only update I have recieved is that they cannot source an installer in the area. Given its been 10 months I find that hard to believe and I suspect its more likely they cannot find an installer at a cost they want to pay...

Order completed on 22nd March 2022, this included submitting photographs of all aspects of the house. I needed to chase by telephone and by email until August 2022 when I received communication that that they were waiting on components. 30th November I received notification of the install date, 4th Jan 2023. 4th Jan 2023, the scaffolding contractor and the installation contractor arrived. The scaffolding contractor determined they did not sufficient access on the side elevation. Scaffolding was erected on the front elevation and panels installed. The battery was installed but the inverters were not commissioned. There was a lot of phone calls between the scaffolder and installation team and EON. Net result, EON will be in touch. Spoke with customer service the same day, the guidance being the hedge will need to be removed, which given it is a mature hedgerow was unacceptable. Also EON knew about the hedge placement when the order was placed. I then rang customer service every other day, it had been suggested that a cherry picker might be used. Nobody was taking ownership of the issue. 3rd Feb 2023 EON contacted me, after constant chasing on my part. It was agreed that the scaffolder needed 1m clearance from the gable end. This was achievable. 11th Feb confirmed work hedge would be trimmed on 20th Feb, requested install date. 21st Feb, been hanging on the phone 3 hours, emailed twice and no response. Appalling customer service, no escalation process, terrible call centre.

The Journey with EoN solar has been one of the worst experiences I have ever had with a large international company. They have failed to meet the timescales promised. They have failed to turn up on the agreed dates. The information they supply on the battery is misleading and fits the definition of mis-selling. The customer support is awful 30 mins to an hour on hold. You can never speak to the person dealing with your complaint. The person never seldom rings back. The complaints have been outstanding for months with no progress. Promises to escalate never materialize. A truly awful company which should be ashamed to be associated with them.

Despite being quoted 20 weeks for completion of the installation of solar panels In May 2022 I’m still waiting for a date for the work to START despite many phone calls and e-mails.