morris gail

Having been severely let down by this company, and appreciating we have met some amazing staff along the way. We found out just before Christmas that CES installed the installations with no agreement from Scottish Power and as such we have no authority to apply for energy efficient tarrifs for the heat system or solar panels, or reimbursement of what the solar panels are making. Scottish Power will not agree to us applying for anything and state this has to be CES. I lodged a complaint in September last year with MCS which generated a response, which is ongoing after an unsafe initial installation which could have put ourselves and home at risk, damage to property, significant delays, I initially had faith in the Aftercare team, but they do not respond to emails, neither does the Certificates team. I was on hold for over 7 hours yesterday, and imagine I got to number 1 in the queue because everyone else gave up. How does CES get the grant without the appropriate agreements? Instead of focusing on getting those clients who have outstanding issues content, the company seems interested in moving on to the next. CES with some shame in expressing this, you have put us into fuel poverty, I have tried to email and speak to people, I have asked to speak to someone senior in the organisation, all of which denied. How you came promote yourselves so positively and I wonder if the promotion face of CES really knows the service you offer? Now tell me how I get my number to move on from this wretched experience, the only reason people are eligible is on health grounds and you have made my health worse.

There are some excellent staff who take pride in their work, but we are nearly 4 months after our installation commenced and we still have no benefit of energy efficiency tariffs as Scottish Power have told me today there is no agreement in place for the work undertaken.

We have had unsafe work completed which has had to be redone.

We have had incorrect installation to the solar panels.

We have had damage to property, including security issues where our front door was left unlocked.

We were put in a situation where we had to go on holiday and leave the installation in progress (the team were great), but it is not acceptable.

I have had to raise concerns with MCS.

Four months on - was it worth it? Debateable. Emails not responded to, general wait times 30+ minutes to get through and an overall feeling that no one cares.

This has been a long time coming and I apologise for the delay. After an poorly carried out installation and four weeks of not having our concerns taken seriously, to finally have Patrick complete and inspection which left us without heating and hot water for a further two weeks (wait this is a compliment) we hit the jackpot, Jack, Nathan and apprentice Alex resolved the issues and undid the unsafe work and we finally had heating and hot water after a catalogue of errors, topped by the only source of hot water (electric shower) blowing up. Jack and Nathan came to see me, we were going on holiday so I was very anxious, they asked me to put my faith in them, they are respectful, honest and trustworthy and they got the work done with no issues, regular updates and Jack has also helped with direction when we have had issues post installation. You are an asset to the company and after issues with both initial installations you restored our faith, I am only sorry I could not say thank you face to face. You left our home as we hoped to find it, thank you.

Thanks Mark for coming over to complete brick repair work on the external walls after air bricks were inserted into the lounge and conservatory. You have completed the work to a high standard and been respectful.

It would have been preferable not to meet you Dean and Nathan. If installations had gone without hitch before, but thank you for addressing remedial issues, treating me and our home with respect and using humour in our interactions. I am always assured when CES employees arrive in a uniform and sign written vehicle after past experiences. Thank you.

Well we started our installation nearly two weeks ago, some elements gave been superb, some appalling. But I want to prepare you if we didn't have an electric shower we would have had no hot water to wash for 12 days, the heating installation is wrong and the engineer who has come out to review has said it was unsafe. Heating installation wrong, electrical installation for heating and engineer has disconnected. Customer service yesterday promised to ring with a date by 3pm today but they haven't. This has made the whole family unwell.
Update our electric shower has now packed up,so this is intensifying in magnitude. I am unsure if this is purely coincidental. I wonder how long we will wait to have our call answered and responded to today, and if we will be listened to and heard. I asked for the complaints procedure last week and was told it would be sent by email and it has not arrived. I would like to know who holds CES accountable because I would not want another person with any needs to go through this and what is promoted as being supportive in facts causing stress, dangerous and inappropriate home conditions and additional work.

Well after a disappointing heating installation followed by not the best customer service liaison Consumer Energy Solutions redeemed themselves today (hoping that the installation fits with the wiring tomorrow fingers crossed). Firstly I had a helpful delivery member of staff attend who dropped off the equipment needed, was pleasant, considerate and understanding. Then Callum and Scott came, they also were pleasant, respectful asked for agreement and worked incredibly hard to install the panels, working late and then back on the road again. Everyone today turned up in a CES van, wearing CES uniform. CES it makes a difference and you have assurance of who people are when they knock on the door.

Excellent from beginning to end. So helpful but phone, email and the platform to upload documents is easy to use. Less than a week for plates and V5 to arrive.

Super customer service, discussed our needs for phones and provided offers to reflect this and saved us money. Thank you Josh.

The computer has not been installed at home yer as bought for Christmas. Good communication and assistance from customer service. Parcel delivered quickly and packaged safely and securely. No webcam were available to order, so one will be purchased separately as wanting to utilise in the event of lectures being held through non face to face platforms.