E.ON Energy Installation Services Ltd (Solar)

I am a qualified electrician and chose EON for their interest free term on my £15,000 investment. Quote allows for "GivEnergy Hybrid Gen3 inv. with 9.5kWh battery - they have fitted a Gen 1 unit, confirmed by GivEnergy. Delay to install due to a ‘bespoke’ scaffold quote required - this was a flower bed. Work took longer than expected due to incorrect scaffold erection - this resulted in delays to install the panels in total work was completed over 8 working day’s not the one that is within the quote. When engineers left after the first visit the earth cable had not been installed and connected between the inverter and battery pack. Earthing is to provide protection. When engineers left after the first visit the main earth had been cut to facilitate earthing of the gen meter consumer unit. Strands of the earth had been cut back to allow it to be terminated. On the second visit the engineer replaced it with a standard earth block at my request. It is not acceptable to cut strands of a cable back to fit the terminal block. Handover documentation - is poor to say the least. I'm running out of space - an unskilled person would not be aware of the danger and incompetence of EON and their installers. A personal and a professional opinion would be to steer clear.

I agree with all the other reviews saying avoid this company and wish I’d seen this site before I ordered. I ordered the panels in May 2022. I paid in full in June 2022. After the survey in July it was radio silence despite constant chasing. In November they told me they had to change the design , which I accepted. Then they told me I needed an isolator fitted. They missed two appointments before eventually fitting it in january 2023. Their project management is so bad that they dont schedule things in advance so it was only after the isolator that they would schedule the installation. I was given a date of end April 2023. 4 days before it was due they cancelled because they’d forgotten to arrange scaffolding! After another cancellation they eventually fitted end of August - 15 months after I ordered! However, I’m still waiting for them to remove their scaffolding, despite chasing, and still waiting for confirmation of what rate they will pay me for export to the grid. Apparently there are more forms to be done , no idea why they aren’t done in advance , but completely typical of the incompetence and inefficiency of Eon Solar. Avoid at all costs. I’ve also been promised compensation on several occasions but still waiting …..

Contacted June 22 Completed agreement and signed contract July 22 Survey completed Sept 22, then nothing for few weeks, even after calling/emailing multiple times. Received email in Dec 22, informing of delays and offering £50 in voucher. Chased for voucher and install date in Feb 23 - no response Received email in Mar 23 informing in changes to battery, and to sign updated contract Received call today to say survey team have said they cannot install. Only took almost a year for them to tell me they will not install - make your own mind up about why!!! Also, never did see those vouchers that were promised. I would Avoid this company at all costs.

I ordered my Solar last May and paid in full in June. I was told it would be a 20 week wait. Nobody keeps me updated. Customer Services don’t answer. But what worries me is that they are still selling this and still saying the lead time is 6 to 8 months. Surely this is mis-selling?

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.

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.

I ordered my installation in February but there were constant delays such as cant fit scaffolding. Then my order was cancelled without notice while I was on holiday and my deposit refunded. After a number of e mails and calls I got a new install and I paid again. Further delays about scaffolding and a visit by installers who had the wrong roof fittings. Eventually installed on 9 August but I have no warranty documents or instructions, one panel was scratched when the scaffold came down after a month. I cant use the Eon home app because they have not given me details to sign on. I raised all my complaints by recorded delivery letter and e mail. No response by the Solar installation team but the retail side did get my SEG set up. No final resolution letter as promised. Do not use Eon to install solar, I wish I had gone locally even if it cost a bit more

Accepted the quote from E.ON in May for Solar panels to be installed, still no installation date. It has now been 8 months and at the time i was told a lead time of 3 months for solar and 6 months for solar and batteries (i went for just solar due to this increased lead time!) Apparently they no longer have any installers in my area so I now have an indefinite wait until they do it seems. Were supposed to be onboarding some in December but that didn't appear to happen Poor communication, I only ever get information when I chase them, or I would not hear anything around progress. Raised an official complaint - that was ignored. After chasing they acknowledged the complain about a month later and promised weekly updates - that didn't happen! As solar demand and therefore prices have increased significantly, even with the increased price E.ON offer to accommodate interest, it would now cost me a lot more for the same installation if I was to go elsewhere, so am stuck waiting for E.ON. I think E.ON are aware of this so I am low priority and they are more interested in new business with higher costs and increased profits. Been a nightmare so far and no end in sight, would have gone with another installer if i'd known it would be this bad and would avoid in future.

The initial sales call and the surveyor who came out were prompt, friendly and helpful. The payment side was also really easy and provided multiple payment options to suit my needs. However unfortunately that’s where things started to go wrong. Communication was spotty at best, whenever you call to find out what’s going on the customer service agents are the first to admit they can’t help you, all they can do is email another department and hope they can then get back to you, most of the time they don’t. We found out over a month in they were having an issue with the design of the system, they had overloaded the roof, and only told me when I chased up why the G99 form hadn’t come back as of yet. It took another month for them to confirm they were waiting on a structural engineer to become available. While this was being discussed it turns out they had also materially changed the design to a smaller capacity without informing me. This was three months after they had taken my money. After discovering this I cancelled and was promised a full refund, however, no one can confirm when I’ll get my money back. Sometimes I’m told it’s already refunded and on its way to my account, other times I’m told it could be 30 days plus while they do the paperwork. While they hold on to the money I can’t purchase the panels from elsewhere so I’ve had to initiate a chargeback with the bank as no one from the company will get back to me with what’s going on.