future-energy.co.nz Avis 6

Atrociously BAD customer service.

After waiting several weeks for a scheduled onsite consultation, I took time off work and travelled 20 minutes to attend the appointment. Only after the scheduled time had already passed did I receive a call advising that they would not be attending.

No apology was offered for the inconvenience.

I raised the issue with their administrative team, yet no one had the courtesy to follow up or even acknowledge the complaint.

This level of disregard for a customer’s time is unacceptable. In hindsight, I should have paid closer attention to the numerous negative reviews others have already shared.

While it cost me time and travel to learn this lesson, I’m ultimately relieved it happened before engaging further with a company that appears to treat prospective customers this poorly.

This company is incredibly SHITE.
We unfortunately have used them now for two solar installs.
The first time we used them was to provide 2 additional Powerwall batteries which they did install, however, these additional batteries simply charged and distributed the remaining Solar to the grid at a measly 8 cents/kwh. The batteries FE installed didn’t actually power anything in our home at all (yes you read the correctly) and simply remained fully charged at all times. We put this down at the time to our miscommunication about our expectations about the work we were expecting them to do. So we called them back and have ‘strongly explained’ to them that we expect to have a system that maximises our solar panels and battery storage (did we need to explain this?). We have now had another inverter+ gateway + battery installed by FE for this purpose and none of it is functioning weeks afterwards. FE hasn’t advised us when the installers will be back or when the work will actually be completed. In my last conversation with FE was that they were unaware that they were required to make adjustments to what this system was supposed to be powering within our home even though this was SPECIFICALLY what they engaged to remedy and yes they were SPECIFICALLY asked to look and configure the internal electrical demands within our home i.e. get into our ‘fuse-box’ and check what circuits each battery storage was powering??? We currently now have two of our batteries + gateway + inverter that still aren’t powering anything in our home. We are also getting sent error messages from this gateway that states it’s not even working properly.

You cannot make-up this shite service any worse.
If you use FE then be prepared for this same result.

Andy helped us find a solar solution that fitted our needs. Extremely easy to work with and understood what we were after!

UPDATE

They finally managed to get someone down to test and refill the unit at my fathers place after a follow up call.

Unit FAILED again a couple of weeks later, called to inform and get someone out to service. They weren't able to give a time for the visit on the phone call, said that someone will get back to me when they find someone available and they didn't know when someone would be able to call me back. I certainly got very upset about that especially since its for my ELDERLY fathers home who is suffering from ILLNESS.

Couldn't fathom how they couldn't check when someone would be available to visit.

Then I was told that the person answering the phone calls doesn't have access to make bookings. Couldn't give me anymore information.

I wish I had known that before buying from this company since my expectation when spending 14k was quite different.

Ended up dealing with a Co-owner Alistair who I had to contact 3 days later. Alistair confirmed that service only happens 2 days a week, Tuesday/Thursday. Ashame they don't tell the person answering the phone calls this information to pass onto the customer.

I spent anther day emailing Alastair before someone was assigned to visit.

They DIDN'T SHOW UP on that appointment that Alastair had organised. I had to contact Alastair to find out what was going on and then someone finally came the following week.

Unit was set to be tested at home, failed that test so they had to take both the inside and outside unit to their workshop for further testing. Outside unit was found to be faulty and after another 2 weeks the replacement unit was installed and working fine.

I wish I hadn't got upset over the phone with staff but when your fathers health is on the line and the history of poor customer service and poor organisation and skill of the install I wasn't able to stay patient.

However the unit was replaced by the manufacturer and installed some weeks later. Their main installer Clinton was excellent as always.

If Future Energy could organise themselves better, show up to the appointments they make, call to let their customers know if they can't make it and rebook them, well that would be a game changer.