Consumer Energy Solutions レビュー 2,844

Why have contact details when no one replies to emails and can never get through on phone. Today 8/1/26 I have been on phone for over 2 hrs during week but no one answers. 2 emails no reply.
Failed electric inspection, no follow up. Radiators not heating up again.

Consumer Energy Solutions are working on my Neighbours property, they have removed one of the tiles from My Roof since end of December. It is now January, snowing, raining and no one is answering the Phone.
I will be taking Legal Action against this company for the Damage caused. It seems that they are completely incompetent have no qualifications are unregulated and should be audited.

Warning avoid this company, I have never dealt with a more dis functional company. They promise a streamlined service through insulation, air source heat pump installation and solar panel, that couldn’t be further from the truth. The various teams are completely disjointed, but worse of all is total lack of communication, it takes on average 30 minutes for a call to be answered promised call backs never materialise, appointments are missed, rescheduled without notification, emails are completely ignored I have several issues outstanding still unresolved months after work has been completed. Eventually they just completely ignore all forms of communication, I am now having to go through a third party complaint process. My solars panels are still not up and running, the heat pump isolation switch has been incorrectly installed, other works promised did not materialise. DO NOT USE THIS COMPANY !

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?

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.

DO NOT USE THIS COMPANY.
THEIR CUSTOMER SERVICE IS ABSOLUTELY TERRIBLE.
I have had an ongoing problem for several months. Lots of engineers visit, scratch their head, say it’s fixed and leave. THEY WONT ANSWER THE PHONE OR RESPOND TO EMAILS.
Left over Christmas with no heat again. Have been trying to get them to answer the phone for 2 days solid. If I hear “your call is important to us” once more!!!!!

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 2025
but then the problems started
i have hybrid system
they decided the air source heat pump was to close to the flue from the boiler
so 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 occasions
its a shame as it started well but they are failing to complete the work at the moment.

I have now been without heating for nearly a month and cannot get any response via emails or telephone. E mails go unanswered and the phones are not answered

Had a great experience with this company, as soon as we were accepted the work was completed so quickly. A heat pump engineer from Manchester called Chris made sure everything was perfect before they left. Jamie and Ceri were great and super quick on the scaffolding even in the storms and Dale, Mikey and Evan were great too. Just waiting on someone to come and inspect everything and some paperwork for the solar panels but we have such a lovely warm home now.

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.

UPDATE 13.01.26. I have spent another 7 hours over several days in a non existent queue being totally ignored by CES. I have 2 issues - one relating to payments and the usual situation of me having to chase CES every single year to get the central heating service done. I suggest CES change their phone message to, "We don't give a **** about customer service and will ignore you for hours, days, weeks". So far today I have been third in the queue for 33 mins. AVOID CES AT ALL COSTS.

Not finished my mum work i have been on the phone for 3 hrs trying to get through please can someone ring please.
It looks like the has Staff at major Swansea company told jobs at risk just days before ChristmasStaff at Consumer Energy Solutions said they were 'in turmoil' after being told the newsStaff at a major Welsh employer have been told their jobs are at risk just days before Christmas. City Energy Group, parent company of Consumer Energy Solutions, said its Swansea site is proposed for closure.Issuing staff with notices of redundancy in a 45-day consultation the company said the proposed closure was the result of the end of the UK Government-backed energy scheme ECO4 which it operated.

Putting the heating in was great but the after care is none existent dreadful company you won’t ever get anyone out to fix the problem

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.

Nick T
Local Guide·8 reviews·16 photos

Edited a week ago
Terrible workmanship
Failed 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 UPDATE
SO ANGRY
ok 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 windows
Paint peeling off walls I had to pay to get redecorated

More to follow.

Company ran and operated by cowboys. My parents had a heat pump and solar panels installed 2 years ago. System has but nothing but a headache for them. Poor installation. Appalling customer service. Total disregard for my parents and their wellbeing. Zero after sales care. So many issues arose after installation. Even to this day, my parents are having issues heating their home. Even multiples engineers are unable to fix the multitude of issues.

Even when my parents contacted CES to make a formal complaint, they waited until the work was out of warranty to fob off my parents. In short, CES should be utterly ashamed of themselves. In fact, the name CES seems to be mud with a lot of the engineers we have contacted to fix their issues.

AVOD THIS COMPANY LIKE THE PLAGUE.

The one and only reason, I’m giving this 5 stars, is because of THIS engineer. Will Kay, went above and beyond to make sure we had heat and hot water for Christmas. When all other would have left us for another week, already having been 4 weeks without heating and hot water.
This engineer did more than he needed to, to ensure the job was completed before Christmas. Thank you so much Will Kay for making our Christmas.

Dan Andrews did an amazing job fixing an electrical problem 2 days before Christmas! Big shout out to Demi Mitchell for organising thd job! Thank you so much - just the second fix to do now in the new year!

We have had our hybrid oil and air source running for a coupe of months now and really happy with how it’s all working. Big shout out to James who did a great job installing it in a tough Victorian property. Really pleased, house is toasty.