Review Time
Not answering phones?I've been trying to contact them for the past three days regarding the part finished installation I have and been in ques on the phone for over 4 hours and not managed to get through.Starting to get worried that the unthinkable has happened?Can anyone help with this issue?
I had a complete air source heat pump, solar, and insulation system installed. The service began positively, with timely arrivals for the loft insulation and radiator installation, starting mid-November 2025. However, issues arose soon after. They determined that the air source heat pump was too close to the boiler flue, so they installed a flue extension, but mistakenly fitted a gas component onto an oil boiler, which caused the boiler to stop functioning. We were left without hot water for over two weeks. I had to bring in a local technician who confirmed the gas component was incorrect, and we ended up paying over £300 to replace it ourselves. Despite multiple attempts to reach out via email to the company, I've received no response. Additionally, the solar installation on December 8th has yet to be commissioned because it was dark when they finished, and they promised to return but have not provided a date even after a month. Consequently, I'm now running the heat pump on standard electricity rates, resulting in an increased bill of over £80 in December. I've also tried calling several times, holding for over an hour each time. It's disappointing because it started well, but they are currently failing to complete the work.
Having been dealing with consumer energy for nearly a year now I have never dealt with such a BADLY run organisation A complete catalogue of disasters from start to finish. I am completely aghast as to how people have rated them anything above one star. If I could give a zero I would! Five hours kept on hold over two days and still didn’t get to speak to anyone! The message is always you are in a position which can take hours before you just have no option but to hang up. We have endless times when we have waited in but no one shows for then engineers to turn up unannounced. We will continue to sort issues as we have no choice. Such an incredibly frustrating situation. We have spent hour upon hour trying to sort out endless problems……..
No heating No response for two days to email advising that the heating system CES installed is not functioning correctly and left us without heating yet again. No option to speak on the phone as they do not answer. I rang yesterday for a almost solidly from 9am to 5:15 . No response despite instructions to ‘please hold’
I have now been holding for 2.5 hours waiting for my call to be answered. I began the call at position 18 in the queue and am now at position 5. I still don't know if my call will be answered by the time everyone goes home. I decided to make a second call while I was on hold and chose a 'different' department but the automatic message on both calls said the same queue position. This suggests there is one person dealing with all calls for whichever department you select. I am only calling as as my previous emails to CES have also been unanswered. Given the fact we're paying a service contract this level of customer service is atrocious.
i have has a full system air source heat pump solar and insulation they started well arrived when the said did the loft insulation then the radiators all good started mid November 2025but then the problems started i have hybrid system they decided the air source heat pump was to close to the flue from the boilerso they fitted a flue extension, except they fitted a GAS part on an oil Boiler !! obviously the boiler stopped working.we were without hot water for over two weeks. i eventually got my local Offtec boiler man and he diagnosed that the GAS part was obviously wrong we paid to get it changed at our expense over £300 still no replies to e mails to CES also the solar was fitted on 8th December but stll not commissioned as it was dark when they finished said they would be Back but a month on still no date !! so i am running the heat pump on full price electric my electric bill up by over £80 in December i have tried ringing and have held on the phone for over an hour on three occasionsits a shame as it started well but they are failing to complete the work at the moment.
Boiler doesn't work properly had 4 visits from different plumbers.Rang them today at 9:30.At 12:15 we were in position 5 in the queue. I think they only have one incoming line.We have to usually argue and plead our case and why we're vulnerable (Various illnesses) like many others.They take £15.99 a month off us that's worth a meal each for a week for us. It is now 15:05 still no answer.Got up to place number 2 in the queue by 16:00. Gave up in the end.Fourth day with boiler problems.
Spent over 8 hours over 3 days on the phone trying to get through to CES. There is no excuse for such appalling communications. Annoyed I can't give lower than a zero star rating for a zero service.Update 06.01.25 - rang CES at 9am today and was told I was "First in the queue and your call is very important to us and we will answer your call as soon as possible". This message was repeated over and over again for the next 80 minutes yet CES failed to answer the call. That's a total of 9+1/2 hours of failure to answer the phone by CES. Absolutely appalling service yet again.
Nick TLocal Guide·8 reviews·16 photosEdited a week agoTerrible workmanshipFailed to connect an earth cable to the fuse box causing stainless steel fridge and freezer to malfunction.They will not accept responsibility and left me to try and find the funds to replace.More to follow.Damp now coming through as windows get so wet on the inside even with vents open. Have called them but no follow up. Just as well I pushed to get a window sill or could only imagine.Had to buy a new fridge/ Freezer as would not accept responsibility.Came up with some bull about it being damaged when they started. Even though house was left in dangerous condition due to no earth connection in fuse box.Was also left with no water in kitchen for a week so could not do any washing in kitchen. No washing machine had to do hand washing in the bath. Plasterers had to mix in the bath as no water in kitchen or outside tap.Small dent in washing machine.Vents in loft were not connected properly and just venting into loft. Now fixed. (Sort of)Broken slate on roof which let water in when it rained they also denied damages to this but still replaced it but left us to repair and paint ceiling in living room.ANOTHER UPDATESO ANGRYok heat pump has developed a leak so have no hot water OR HEATING They sent a guy out to look at it on the 23rd December could not fix it. In fact made it worse so now just pours hot water outside that I am paying to heat.Said someone would come back never did now apparently closed till new year.Sat at home now Christmas Day freezing.Company is a complete shower, have no idea how to treat customers lots of ongoing issues mould in corners of windowsPaint peeling off walls I had to pay to get redecoratedMore to follow.
Claim your business profile now and gain access to all features and respond to customer reviews.
We are Consumer Energy Solutions (CES) and we install insulation systems, heating systems and renewables into homes throughout the UK.
We specialise in using government backed grants to get your home transformed into a more energy efficient household with no cost to yourself. This reduces both your energy bills and your carbon emissions.
myaquaotter.com
electricgoddess.co
trustedpowersolutions.com
firmusenergy.co.uk
majorenergy.com
multipure.com
www.amerescosolar.com
iallpowers.ca
clearvuesystems.com
www.abiadvantage.com
