Name: Smart Energy Solutions
Telephone: 0800888766
Rating: 60.7

NoCowboys Authenticated Ratings

20%

"Unprofessional and unreliable.
1. First quote/ consultation was for a heat pump that could not be installed due to the consultant siting the exhaust vent through a load bearing beam.
2. Energysmart failed to make the first two appointments to have the heatpump installed. Both times they failed to inform us, we had to call them and ask if anyone was coming out after nobody turned up at the appointment time. Meaning both my partner and I took time off work needlessly. No apology was… offered.

3. During first (incomplete) installation plugs were placed in walls and a downpipe outside was removed. We had to chase Energysmart up on this for 6 months before they sent someone out to patch the drywall. As at the time of writing (about 10 months later) they have still not fixed the downpipe and refuse to address it in their emails when we have asked about it.

4. After the failed installation we had to wait a number of weeks for a second consultation. Consultant turned up early (while we were still out) and left again before the appointment time. Again causing us to take time off work that we did not need to.

5. Second installation was semi-successful. Heatpump dripped water down an inside wall. Took over a week for someone to come out and fix it.

6. From the time the installation was complete, we have been sent routine invoices and each time we informed Energysmart that we would not pay until they fixed ALL of the damage. We were told that that was unacceptable customer service and that it would be fixed immediately. Next month we would receive an invoice, the damage had not been fixed, nor had anyone called us back about fixing the damage. This went on for more than four months.

Over 11 months of dealing with Energysmart has shown us that they do not value customer satisfaction. We would not recommend even calling them.

We had paid the remaining invoice to avoid having to deal with them anymore, accepting that we will have to sort the downpipe ourselves.

They get one star as zero stars is not an option."
Rating by: Tom | Rating posted: 2nd Jan, 2023 | Contact: Energysmart | Job date: Nov, 2022
Communication: 0% | Quality: 40% | Reliability: 0% | Value: 40%
Tom•2nd Jan, 2023•More details…
0%

"2 weeks after a quote no contact with the date or year of heat pump installation . After emailing, texting various people including general manager still nothing . Sounds like they promise service that cannot deliver . That's probably why it's a lot cheaper "
Rating by: Elena | Rating posted: 29th Jun, 2021 | Contact: Whangarei branch | Job date: Jun, 2021
Communication: 0% | Quality: 0% | Reliability: 0% | Value: 0%
Elena •29th Jun, 2021•More details…
18%

"Since we engaged Smart Energy Solutions in September '20 to do the work we had issues and ultimately ceased all work with them. We had them in to replace end of life heat pump & ventilation system, swap lights to LED's an patch insulation above the old lights.
Quoting - Initially the quote was incomplete and missing some of the main components. This was then rectified but then in November it was mentioned that the quote had been priced wrong (they used a 2015 price list) so needed to be… re quoted and as a result it was more expensive. We also were informed as part of that some of the functions (zone control etc) were going to cost us extra above what was quoted. We as a result had to decline this which was disappointing.

Quality of installation work - When we had the LED lighting component of the job completed the team damaged some of our ceiling installing the lights in one room. They also left a mess in each of the spaces they installed lights in. We also found the old light fittings left in each of the rooms. These should have been disposed of by the team during installation. The lights in the kitchen were also wrong colour and had to be replaced.

Delays - We started this process in September, our first scoping & quoting appointment. We then had to chase for updates on what was happening, the quote, fixes incorrect quotes, answers on questions.

SES neglected to progress our work at all initially due to internal issues around scheduling which resulted in delays in designing, obtaining the equipment/parts needed. This led to a 1 month process taking 5 months. They also did not manage their booking correctly and each time we were due to have an install they found they were booked out and had to delay install dates.

Communication - unless chased or updates sought by call center staff with the teams prompted by myself, there has been no proactive communication to us in relation to this work. Issues that arose were not been raised with us asap and meant the delays were lengthy. Whilst contact center staff were very helpful, siloed internal communication issues mean that even they are left out of the loop and so can only help to a certain point before being in the same situation.

I do not recommend this company and suggest you spend your money elsewhere with more competent institutions."
Rating by: Ben | Rating posted: 29th Dec, 2020 | Contact: Dennis & Company | Job date: Sep, 2020
Communication: 0% | Quality: 20% | Reliability: 0% | Value: 50%
Ben•29th Dec, 2020•More details…
28%

"Absolutely dreadful. Cannot begin to explain how poor their service, workmanship, every part of this company is abysmal. "
Rating by: Alan | Rating posted: 27th Nov, 2020 | Contact: Smart Energy Solutions | Job date: Aug, 2020
Communication: 10% | Quality: 20% | Reliability: 30% | Value: 50%
Alan•27th Nov, 2020•More details…
20%

"I was informed by salesperson that the whole house could be fitted with under installation.
The quote was with the wrong square metres measured for my house to start with.
First time the crew came out they didn’t do anything and then they left.
They call over and over again no one would reply back to my calls.
Finally someone answered then :
Second crew came out only did half the job
Had to call an email multiple times to try and find out what was going on no one replied.
They… finally sent a second salesperson out to re-quote my property which promised me the whole house would be complete.

Received an email telling me they will not be completing my house after been told by two sales staff that the job could be completed.

Would never recommend this company to anyone.

They lie to you just to get your money."
Rating by: Tim | Rating posted: 25th Jul, 2019 | Contact: Tim | Job date: Jul, 2019
Communication: 0% | Quality: 40% | Reliability: 0% | Value: 40%
Tim•25th Jul, 2019•More details…
38%

"I had the insulation booking made on Saturday 16th March, the contractor had told me the salesman had provided the incorrect size insulation and that he could not do the insulation today, I had no choice but to take what he said. So we rescheduled to to do the work on 20th March (Weds) but was not told what time he would arrive in the morning. I was hoping to receive some sort of response later on the day to advise me on the time they were going to arrive, unfortunately I was not told anything.… Wednesday came, they came in around 7:30am. Started installing the insulation. Part way through, the contractor or apprentice broke my ceiling while on the job. I had spent the whole damn morning cleaning up the old insulation residue. They apologised, however afterwards they kept telling it was because of how the venting ducts were poorly installed and had weakened the ceiling. They then left after installing the ceiling insulation, they promised to be back later on the day. They never did and left their damn mess inside my home and insulation bags on my driveway over night when it was misting all night.

Now today (21st March) I was told by the good man Vince that his boys will finish off the job. I come home to have a check, all i see is the insulation bags thrown inside the UF cabin and they had broke off my solar light panel while they were at it. For something that i was advised would take approx 4 hours has now taken 3 days and it is still somewhat incomplete.

The only person I commend is to Vince, very good guy and he is the only person who has kept in contact with me. He had opted out of his busy schedule to stay back, helped me clean up and organised someone to fix my ceiling and it happened. I could go on and write up a book on how appalling the contractors were and the service with you guys but I'll end here and actually wait till the insulation is installed.

Smart energy solutions yes, Smart contractors. Nah not really."
Rating by: Michael | Rating posted: 21st Mar, 2019 | Contact: Vince ( the contractors did not give me their name) | Job date: Mar, 2019
Communication: 50% | Quality: 0% | Reliability: 0% | Value: 100%
Michael•21st Mar, 2019•More details…
60%

"Having spoke to Don I decided to chose smart energy solutions from a number of companies as they were competitively priced. We installed a heat pump and insulation on the retrofit programme. The guys who installed were very friendly and helpful as was Don. However, this is where the customer service stops.
When the job is finished an audit is to be carried out before any payment is made. While we were waiting to be contacted about this I received a mail from Susanne Weatford with an invoice… demanding that it be paid within 7 days. I contacted Smartenergy solutions to see if I could pay by direct debit in installments, working in the service industry myself I thought this would be OK. I didn’t get a reply so contacted Susanne by mail to ask if this was possible..and that’s when the nightmare began.

She rang me the following day in work and very abruptly and rudely told me that this is not acceptable and I should have saved the money or I can borrow it from someone!!! The conversation had me in tears and my work mates were witness to her manner and tone with me. Anyway in the shock of it all I forgot that the audit had yet to be done, which my husband reminded me of when I got home. I rang her to advise her of this and she said that she would get someone to contact me. It was 2 weeks before they did, but in the mean time I started paying off the 700 I owed, on a weekly bases.

The guy who audits was also very friendly but wanted to come on a Sat to audit, when I am busy with my kids sport. I advised him of 3 days I finish work early and he could not make them. So I had almost paid off the entire amount, before pay,ent was actually due, and then I get an attachment from Suzanne for the remaining money to be paid within 7 days. The audit had still not been done, so I mailed her advising that I will pay the remaining money when audit is done. She replied accusing me and my husband of delaying the audit and implied that we were doing that to delay paying. Once again I was shocked by her tone and advised her of this in a mail and asked her not to contact me again as I felt bullied.

I contacted consumer protection and they advised that this is indeed harassment as I was sent invoices and asked over the phone to pay money that was not yet due as the work was not completed.

Feb 2019 - I’ve come back to amend this comment as although I felt totally bullied by their credit controller the rest of the staff were professional and helpful and the rest of the process went by with no issues. The manager Gareth contacted me having read the comment on no cowboys and the apologised for the experience I’d had and he said he had spoken to the staff member in question. Therefore, I would recommend Smart Energy Solutions as it seems a pity for one person to ruin the reputation of the others and hopefully communication with customers has improved since my experience."
Rating by: Colette | Rating posted: 4th Dec, 2018 | Contact: Don | Job date: Sep, 2018
Communication: 50% | Quality: 90% | Reliability: 30% | Value: 70%
Colette•4th Dec, 2018•More details…
90%

"Smart Energy evaluated comprehensively ALL the factors affecting our moisture, mould, ventilation, heating, and cooling issues in our 1995 house located in the wet, humid Waitakere hills. The agent provided a well-presented sequence of cost-effective remedies that we installed over several years thereby gaining our trust and confidence. Our improvements have included: roof insulation, moisture ducting from kitchen and bathroom, and, most recently 12 months ago, a SmartVent positive ventilation… system with summer cooling addon. The ventilation system has proved, frankly, miraculous in eliminating our top priority issues of a) regular, persistent morning window condensation on wintry mornings, and (b) recurrent mould on curtains, behind settees, besides cupboards, and besides bookshelves. As an added benefit, the ventilation system also contributes to keeping the house warmer in winter through 'pumping' in warm roof air and making the house easier to keep warm. For instance, as I write this feedback late afternoon (1600 h) mid-August 2016, roof cavity air, still at 24 C, has warmed up the sunless inner hallway from about 15C early morning to 20C via warm airflow in the four rooms to which the warm roof air is ducted. Our power bill has neither increased nor increased. Certainly, we are very happy with the much improved overall feeling of comfort we experience in our house, absence of dampness, and even quicker body drying after a shower! We have not yet installed a heat pump: that investment will be more important for us to keep the house cooler in summer, rather than warmer in winter! As an industrial engineer, I was rather sceptical of the benefits of supplementing the roof insulation and installing the SmartVent ventilation system. I now wish I'd been less sceptical and installed these improvements five years ago!

Installed 2015-08-21. Review written Mid August 2016.

Since writing the review, the PDA Controller failed to boot up correctly. Google searches suggest a known fault due to automatic software upgrades of the operating system and/or software. The helpdesk at SmartVent, the equipment supplier, advised the PDA equipment was out of guarantee. I advised that despite being out of guarantee the system as a whole had an expected life of 10 to 20 years, and they should take responsibility for equipment supplied with their system, particularly with known faults. SmartVent refused to provide advice on how to restore the PDA to a functioning state. I also requested my sales agent at DSmart Energy to escalate my request but to no avail. Fortunately, I am able to control the equipment through my iPhone and computer using a web access. Probably most users would not have the expertise I have to effect this workaround."
Rating by: Peter | Rating posted: 19th Sep, 2018 | Contact: Neven Pitton | Job date: Aug, 2015
Communication: 90% | Quality: 90% | Reliability: 90% | Value: 90%
Peter•19th Sep, 2018•More details…
80%

"The instalments is good, Tidy and very profesional. I tried their website to pay using credit card, but got rejected, so called the SmartEnergy account, they asked all the ccard details including the security code, the 3 code behind the credit card. which i never got asked before from any commercial company, except i fill it myself.
Not comfortable with their customer service, "
Rating by: Surianto | Rating posted: 20th Jun, 2018 | Contact: Surianto | Job date: Jun, 2018
Communication: 80% | Quality: 90% | Reliability: 80% | Value: 70%
Surianto•20th Jun, 2018•More details…
95%

"Don was very friendly and helpful, was able to answer all of the technical questions I had. The workmanship of the job was great. Thank you."
Rating by: Brett | Rating posted: 16th May, 2017 | Contact: Don Yee | Job date: Apr, 2017
Communication: 100% | Quality: 100% | Reliability: 100% | Value: 80%
Brett•16th May, 2017•More details…
50%

"I now wish I had looked around, or is this typical of insulation installers.
I did detect some rubbish sales talk during the first visit by the sales person but looked past it just knowing that he was not aware of my own background.
The discount whilst on the face of it looks good I would have been ripped off if I had payed the full price so the price I payed is not as good as was promoted to be.
I went under the house after the insulation was installed and had not gone far to discover a… missed area and an area that had very thin insulation installed I did not check the whole house, I called the office in town I was given a lot of excuses but told a auditor would be around to check the work, she confirmed what I thought and when I asked her had she checked the whole house she said yes which was a lie as I knew she could not have got to the whole house from the trap door she had used, she told me she would have the faults corrected.

The account arrived and due date is arriving and no action so I email saying no payment till the job is complete again the correspondence is full of excuses as are the guys who arrive to fix up the work blaming the auditor.

I now feel I have to again go under the house and do a full check of the whole house and go through the uncomfortable experience of yet more complaints should I find poor work.

I so wish I had done the work myself than listen to the excuses.

For the people who are unable to go under the floor as I have done and check it is all correct it is very difficult to believe you are getting what you pay for."
Cherrie Parker responded:
"Good morning Bob, thank you for your feedback. I have spoken to the office concerned and they said the installers returned to rectify the failed audit yesterday (Monday 27/3). They have also been trying to call you to let you know that the Auditor would like to come back tomorrow (Thursday) to re-audit the job. I hope this situation is rectified to your satisfaction and you notice the positive difference to the warmth of your home. Kind regards, Cherrie"
Rating by: Bob | Rating posted: 27th Mar, 2017 | Contact: Bob Stirk | Job date: Mar, 2017
Communication: 40% | Quality: 30% | Reliability: 90% | Value: 40%
Bob•27th Mar, 2017•More details, one reply…
100%

"Impressed with the service from start to finish. OUr sales person Neven was very informative and I felt like we were equipt with all information required. The price was competitive. Once we decided to proceed the work was carried out within the week. The installer was friendly and completed the job in next to no time with no fuss, cleaned up afterwards and made sure he let me know once he was done and how it all went. The invoice arrived promptly after the job was complete and all our post… completion inquires were dealt with quickly by the accounts team and the OP's Manager. All in all very happy with the service received."
Rating by: Michelle | Rating posted: 21st Oct, 2016 | Contact: Neven | Job date: Oct, 2016
Communication: 100% | Quality: 100% | Reliability: 100% | Value: 100%
Michelle•21st Oct, 2016•More details…
100%

"Had the sales guy come and measure up and quote for insulation and a heat pump, and informed me of the products, and subsidy, it was a great deal.
Install team were friendly and hard working and tidied up afterwards.
Had someone inspect the job not long after that.
Made a difference straight away, alot more toasty
"
Rating by: HING | Rating posted: 9th Jul, 2016 | Contact: Saul | Job date: Sep, 2012
Communication: 100% | Quality: 100% | Reliability: 100% | Value: 100%
HING•9th Jul, 2016•More details…
100%

"Fast, friendly and efficient service. Have certainly recommended Smart Energy Solutions to others. Couldn't fault them. Thanks so much! "
Rating by: Sarah | Rating posted: 9th Mar, 2016 | Contact: Cherrie Parker | Job date: Mar, 2015
Communication: 100% | Quality: 100% | Reliability: 100% | Value: 100%
Sarah•9th Mar, 2016•More details…
100%

"I had no issues with the insulation job that they provided to me. Matt the salesperson was great to deal with. The workmen showed up on time and were efficient and professional with the job. A week later, an assessor came to inspect the insulation job and provided me with the Quality Assurance Certificate. Very pleased with the job. "
Rating by: Alex | Rating posted: 20th Apr, 2013 | Contact: Matt Mankelow | Job date: Oct, 2011
Communication: 100% | Quality: 100% | Reliability: 100% | Value: 100%
Alex •20th Apr, 2013•More details…
95%

"I am happy with the work Smart Energy Solutions provided for us. The staff were all friendly and communicated well. I trust the work is done well. They were careful not to staple the phone wires and tidied up nicely afterwards. "
Rating by: Chako | Rating posted: 30th Mar, 2012 | Contact: Neven And Saul | Job date: Mar, 2012
Communication: 100% | Quality: 100% | Reliability: 100% | Value: 80%
Chako•30th Mar, 2012•More details…
35%

"Competitively priced on paper and friendly sales rep, but workmen left cracks in the ceiling and parts of the house were incomplete. Wouldn\'t recommend. "
Rating by: Luke Procter | Rating posted: 6th Mar, 2012 | Contact: Jon Durkin | Job date: Mar, 2012
Communication: 50% | Quality: 20% | Reliability: 20% | Value: 50%
Luke Procter•6th Mar, 2012•More details…
63%

"The workmen were a little messy with leaving loose staples all over my driveway risking punctured tyres. They also managed to staple my phone line and TV Ariel cable, both needed to be repaired. On the up side they did manage to install insulation under all parts of my house at least half of which is around 30cm clearance."
Rating by: Ben | Rating posted: 25th Jul, 2010 | Contact: Saul | Job date: Jul, 2010
Communication: 90% | Quality: 70% | Reliability: 20% | Value: 70%
Ben•25th Jul, 2010•More details…

Smart Energy Solutions / Home Insulation in East Tamaki

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