Review Time
On the plus side the solar panels and battery basically work, have generated lots of electricity and saved us money. On the negative side it has taken 8 months since installation to get it fully working as it should, with little help from the installers.
I enquired about a heatpump and solar, and the solar pre-sales service was impressive: detailed analysis of what was possible for our house, which pretty much made sense, so I went with Boxergy for solar panels, battery and inverter. Things slowed down a bit once I’d signed, but the installation started end of May 2025. When they arrived it turned out that the free car charging point included in the contract I had signed was a mistake (it was claimed that they had emailed this information after signing, but when I asked for the email I was instead told I’d been phoned. Oddly, I have no recollection of this). Two of the installation roofers were very junior, so it was clear by the afternoon of the first day (but after I'd paid most of the bill, as they required) that the advertised one day installation was not going to happen. Progress was also a bit slow the next morning and by the time they were ready to put the panels on the roof it was too windy to do so safely. As they had a bigger job to start the next day, they didn’t ‘finish’ our installation until a week after starting (but did at least store the panels in our garage, rather than leaving them outside, when asked).
The first problem was then that the initial setup was incorrect, so that all the energy from the panels was fed straight to the grid and all the energy for the house was still taken from the grid. This was fixed after another week or so. They also labelled the AC cut off switch from the inverter as the DC cut off switch from the panels, which seemed a bit dangerous, and had attempted to correct a slight manufacturing fault in the inverter cover with the aid of a hammer, which had not improved its fit. These issues were eventually fixed.
However, the system repeatedly drew power from the grid when it should not have: that is, when the load was well below the 5KW limit from the inverter and the battery was well above minimum charge. It would also draw power from the grid overnight when the load was low, but not if we forgot to turn something off, so that the load was a bit higher. Boxergy first claimed that this was all normal, and was down to transient load spikes when appliances were turned on and off. Given the amount of energy involved, and the fact we are not running a particle accelerator in the basement, this seemed unlikely. Eventually they said I should contact the manufacturer, alphaESS. I did, and, because the system’s measurements did not match those from our existing smart meter, alpha twice changed the meter for the system. This resolved nothing, and after about 4 months they suddenly announced that the problem was that our mains supply voltage was sometimes too high (over 253V) and this was causing the system to isolate itself (as it is designed to), and closed the ticket. They would only provide me with a few hours of system data to back this up, and did not explain why this explanation had not immediately been apparent from the system logs 4 months earlier (the user does not get access to these, only the installer and alpha). I bought a voltage logger, and it was indeed the case that the voltage was sometimes too high, and this might be what was tripping the system (albeit at a bit under 253V). So I contacted the distribution network operator. After much chasing and another 3 months they eventually tapped down our local subnet transformer. The mains voltage is now back in the statutory range and the incorrect usage has stopped. Over this entire period Boxergy offered no real help in resolving the matter, they just repeatedly asked for the final 15% of the payment, which I was withholding until the system worked correctly.
The remaining issue was then the low load overnight grid usage. Neither alpha nor Boxergy offered any help at all here. Eventually I figured out that it is a known issue with the system, and there is a software fix that can be turned on, buried in the settings on the user App for controlling the system. Why that is unknown to the installer or the manufacturer’s UK subsidiary I can’t say.
So, all in all, months of being fobbed off and days' worth of effort to get system working as it should.
The service has consistently failed to complete my installation, communicated inadequately, and left me in a worse financial situation than before the work began. Initially, I was promised that my heat pump and battery installation would be done together over two days, with everything finished by the week's end, but weeks later, the job remains unfinished. The heat pump installation took longer than expected, the anti-legionella controller is still not installed, and the battery installation keeps getting delayed with no clear timeline. I was told that a missing part would be sent overnight, only to later learn that this would cause a two-week delay, and when an electrician finally returned, he came without the necessary cables that were supposedly holding up the process. These delays prevent me from claiming my Home Energy Scotland funding, I’m facing significantly higher energy bills because I can't utilize the cheaper rate periods as intended, and I'm worse off than before the work started. Communication has been severely lacking: I've had to repeatedly seek basic updates, deadlines have shifted without any explanation, and the promise to maintain contact throughout the process was not fulfilled. Given the high cost of the system and the impact on my household (including being without proper heating with a pregnant partner at home), this level of organization and aftercare is unacceptable, and I regret choosing this supplier.
The company has consistently failed to finish my installation, communicated poorly, and left me in a worse financial situation than before the project began. I was initially promised that the heat pump and battery installation would be completed within two days, with everything finalized by the week's end, yet weeks later, the work remains unfinished. The heat pump installation took longer than expected, the anti-legionella controller is still not installed, and the battery installation keeps getting postponed with no clear timeline. I was told a missing part would be delivered overnight, only to find out later that this would lead to a two-week delay. Even when an electrician finally returned, he came without the necessary cables, which were supposedly the only obstacle to completion. These delays prevent me from claiming my Home Energy Scotland funding, and I am facing much higher energy bills because I cannot utilize the cheaper rate periods as intended, leaving me worse off than before. Communication has been exceedingly poor throughout: I have had to continually chase for basic updates, deadlines have slipped without explanation, and promises to maintain contact throughout the process have not been fulfilled. Given the cost of the system and the impact on my household (including being without proper heating with a pregnant wife at home), this level of organization and aftercare is entirely unacceptable, and I regret choosing this company as my supplier.
The routing of the pipes is quite strange. They run horizontally for 90cm behind the ASHP and then double back for another 90cm into the house. The close spacing makes insulation very difficult, resulting in insulation that is soaking wet and ineffective. I also abandoned the Service Contract as I was informed the ASHP stopped working in winter because I don't have UFH connected to it. I was never satisfied with the backup service plan.
I reached out to the company for the installation of an expansion battery. They provided a price and scheduled a date, and I received consistent communication from them. When the two technicians arrived at 11:00 am, they spent three-quarters of an hour elevating my system and fitting the battery beneath it, allowing me to build an extension around it. They also corrected a fault caused by a previous installer. I highly recommend this company for all your green solar, battery systems, and other eco-friendly products.
The contact and installation were satisfactory, though the panel installer attempted to change the layout to make his job easier. However, the aftersales service is extremely disappointing; the wrong breaker was installed, which was severely charred when discovered. Three months ago, our EV charger stopped functioning. It took weeks for an electrician to come and check the issue. The first thing he did was create a short circuit in the house. He eventually determined that the charger was faulty. The company claims it contacted the supplier for a replacement unit, which is now taking months. We have to keep following up with them, and there is absolutely no proactive communication from their side, which is utterly ridiculous. They should just order a new unit and discuss it with the supplier later; it's incredibly unfriendly to customers.
I cannot praise the team at the company enough. From the office staff to the installation team, especially those who worked on-site, the service was outstanding. The installation of the solar panels and air source heat pump was executed excellently, and the external cylinder location was a significant advantage, freeing up more space inside. Thank you once again for the fantastic job.
I had a solar and battery installation completed last year, and it went exceptionally well from start to finish. The system is performing brilliantly. I later decided to add another battery and called to arrange and pay for it. Once again, the work was excellent. However, the only downside was their communication as an existing customer. I used the inquiry form on the website and received no response, even after trying it twice. I even emailed the CEO and got no reply. I ultimately had to call them to inquire about system servicing and the installation of a standby power supply socket. I learned there were issues with web inquiries not reaching their team. So, as an existing customer, it’s best to call or use a direct email instead of the web form. A lesson learned. The one-star deduction is solely due to communication and does not reflect their service and installation quality. P.S. The servicing and installation of the standby power socket went smoothly as well.
Ten solar panels and two batteries were installed in May/June 2025. The sales and pre-installation service was excellent, and the installation team was also outstanding. A couple of issues arose post-installation but were addressed and resolved fairly quickly. A customer-focused business that I would highly recommend.
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Boxergy are MCS certified installer for Heat Pumps, Solar PV, Battery and EV Chargers in Scotland. - Air Source Heat Pumps - Solar PV - Battery storage - EV Chargers. We're on a mission to make home renewables affordable for all!
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