Energy Matters Reviews
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About
Energy Matters is a national company with offices in every state capital.
Company History
Energy Matters is a true pioneer. It was founded before the solar rebate even existed, in 2005, by four Aussies with a passion for renewable energy. It grew to become the fourth largest installer in Australia.
It was acquired by the US company SunEdison in 2014.
Unfortunately, despite Sun Edison Australia (Energy Matters) being a solid business, the US parent SunEdison filed for bankruptcy in April 2016. The US based parent comany was borrowing money to buy assets and using those assets to borrow money to buy more assets and then repeating the process. This is a common practice among rapidly expanding companies. It works well until it doesn't. When things don't work well it can be very challenging for a company. As in it blows up like the space shuttle Challenger did.
On the 6th of September 2016 SunEdison completed an agreement with Flextronics International USA (AKA Flex), Inc to sell the business of SunEdison Australia Pty Ltd (and it’s trading business Energy Matters) to Flextronics Australia Pty Ltd.
So Energy Matters is now fully owned by Flextronics Australia. Flex will take care of all past Energy Matters customers including honoring all warranties. Flex is one of the largest diversified companies in the world, offering stability and bankability after a tumultuous 2 years under the gung ho SunEdison.
Energy Matters Warranties
Energy Matters only installs solar panels from Tier-1 manufacturers with a minimum 10-year product warranty and 25-year performance warranty.
Standard inverter warranties run anywhere from 5 - 12 years, depending on the model. The warranty of some brands offered can be extended to 25 years.
With regard to battery systems Energy Matters installs, manufacturer warranties are a minimum 10 years.
The company also provides a 10 year workmanship warranty, which is excellent. This covers any issues that might result from their installation of your system.
You can read more about rooftop solar warranties here.
Energy Matters Provides A Performance Guarantee
Energy Matters provides an estimate of how much electricity they expect a system they install to produce and if it doesn't meet that level of performance they will compensate you for lost production as part of their performance guarantee.
Panels, inverter, battery and EV charger brands
Panel brands currently installed
Panel brands previously installed
Inverter brands currently installed
Inverter brands previously installed
The views expressed by reviewers are theirs alone, and do not necessarily reflect those of SolarQuotes Home Electrification Pty Ltd, which makes no representations as to the accuracy of the reviews. For our full disclaimer and further information, see our Terms of Use and our Review Guidelines.
Energy Matters Reviews (259)
Show Most Recent reviews from All time across Australia
Average Scores
3.9/5
Value for money
4.1/5
Quality of System
4.0/5
Installation
3.7/5
Customer Service
- 5 star 28
- 4 star 148
- 3 star 45
- 2 star 23
- 1 star 15
13 August 2024
28 June 2022
The Installation was arranged by Energy Matters who contracted a third party to do the Install.
After a short period of time panels started to partially fail. This resulted having an audit of the Complete Solar System.
The original install was found to be non compliant.
Solar Panels were replaced, The system re-wired from panels to inverter to distribution board at zero cost to me.
Inverter rating: 5/5
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After a short period of time panels started to partially fail. This resulted having an audit of the Complete Solar System.
The original install was found to be non compliant.
Solar Panels were replaced, The system re-wired from panels to inverter to distribution board at zero cost to me.
Inverter rating: 5/5
01 May 2022
18 January 2022
I would like to add a battery and a new inverter and take the existing panels up to 6.6KW.
But proving difficult on a cost effective basis, a problem of smoke & mirrors.
Inverter rating: 5/5
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But proving difficult on a cost effective basis, a problem of smoke & mirrors.
Inverter rating: 5/5
17 April 2021
At the time the experience seemed good. Its the following years that revealed many issues with the quality of the system, the poor support from the manufacturer, the supplier and mistakes made by their contracted installer.
I've also got issues with panels that the supplier doesn't want to know about and the manufacturer wants to blame the installer for. The panels have got the spider web disease and you cant blame the installer regardless of their installation mistakes.
Inverter rating: 1/5
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I've also got issues with panels that the supplier doesn't want to know about and the manufacturer wants to blame the installer for. The panels have got the spider web disease and you cant blame the installer regardless of their installation mistakes.
Inverter rating: 1/5
19 March 2021
25 August 2020
This company now out of business, but their service was shocking. They charged me an additional $2000 for cable upgrades they never performed, then it took me 5 months to get them to agree they had not provided the upgrade and refund the money
Inverter rating: 1/5
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Inverter rating: 1/5
08 January 2020
Original Review on 20-12-2018:
Sales person is good did not just feed you what they thought you wanted to hearWatching installation as I type
13 months later we asked Bruce: "Are you happy with the performance of your system so far?"
Yes18 December 2019
31 May 2019
Over 12 months and still no help
It was identified by my power supplier that the system was wrongly installed, which Energy matters acknowledged. They kept saying they were going to remedy it but its more than 12 months since the problem was identified and now they just simply stop replying to me. I am having to use the energy ombudsman to get them to do something. Very frustrating as I have purchased two solar systems and a hot water system off Energy Matters. I can't believe how poor their customer service is and would not recommend dealing with them.03 May 2019
Can’t really comment on customer service as they don’t seem to provide any! I have called numerous times throughout the week and left several messages. Voicemail saying we are a priority and they will contact us but I am yet to speak with anyone. Terrible customer service
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01 May 2019
I have been trying to get hold of someone from Energy matter to discuss the rebate that is available for solar panel installations but I have not heard back from anyone including the original sales person that I spoke with. I have emailed and left voice messages to ring me back. Not very happy with this poor after sales service
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12 March 2019
It's proven that the retailer had limited knowledge to fix any solar issues and from day one they had to wait for the manufacturer of the system to clean their mess.
My small configuration issues were fixed after we had to escalate to VCAT however now that the company is no longer there I am having a hard time understanding who will look after the parts that are not covered by the manufacturer when a fault occurs eg: wiring faults or any fault finding which you need to get to the roof to review and fix.
We have a 15 to 25 years warranty and the system is under 2 years with now exposed to first point of contact when is come to a faults that can not get picked up easily by the dashboard for example. This is an issue. The government who supports these business and industry must provide an insurance to the consumer.
This can happen to any business but its clearly the grey area for us all who give top $ to the technology which can be found with no support tomorrow
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My small configuration issues were fixed after we had to escalate to VCAT however now that the company is no longer there I am having a hard time understanding who will look after the parts that are not covered by the manufacturer when a fault occurs eg: wiring faults or any fault finding which you need to get to the roof to review and fix.
We have a 15 to 25 years warranty and the system is under 2 years with now exposed to first point of contact when is come to a faults that can not get picked up easily by the dashboard for example. This is an issue. The government who supports these business and industry must provide an insurance to the consumer.
This can happen to any business but its clearly the grey area for us all who give top $ to the technology which can be found with no support tomorrow
21 February 2019
My system went in mid October 2017 after paying deposit in July of that year. Not a great start.
Then once it was in I had 1 string fail 6 weeks later. Took another 6 weeks to be repaired. The contractor that repaired it told me the job was unfinished and needed some attention to be compliant with standards.
Feb 2019, I am still waiting for them to sort that out.
And now they have sent the debt collectors after me, despite numerous emails asking for help.
Do not use this company.
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Then once it was in I had 1 string fail 6 weeks later. Took another 6 weeks to be repaired. The contractor that repaired it told me the job was unfinished and needed some attention to be compliant with standards.
Feb 2019, I am still waiting for them to sort that out.
And now they have sent the debt collectors after me, despite numerous emails asking for help.
Do not use this company.
19 February 2019
Has the system installed 2014 and now the inverter is playing up ( keeps searching for grid and comes up with error messages.) left many messages for someone to get back to me back have had no response at all. After sales service is non-existent, once they have the sales they apparently don't wont to know you, so much for warranties. Save your money and go elsewhere. DONT use Energy Matters.
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11 October 2018
I chose Energy Matters despite them being considerably more than the other quotes because they were a preferred supplier as recommended by my local council. I have now received a 2 page Defect Notice from Ausgrid with notification of disconnection in 21 days if the issues aren't rectified. Energy Matters has terrible customer follow-up service. They are not interested once money has been paid. I may now have to pay the cost of putting their mistakes right out of my own pocket. I also feel I was not properly advised as to the value of the STCs which the customer is required to sign over to Energy Matters. If I had known the value I held was $3,300 I would have expected the package to have been considerable less than the near $9000 I paid. I would not recommend Energy Matters for these reasons.
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18 September 2018
Supplier Reply:
Thanks for the review Steve. The Energy Matters team trusts that you are enjoying the benefits of producing your own clean energy.09 September 2018
After having the system installed the service just disappears. You can get some answers to emails but no action. We want to know how to monitor the system online but apparently when it was installed the wifi card was not supplied. They also said it didn’t appear to be performing well and then just stopped speaking with me. I also seemed to have been given an inverter that ceases to produce if one panel has a fault. This is not how things were supposed to be.
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08 September 2018
Supplier Reply:
Thankyou for the review Jason.26 August 2018
Original Review on 21-12-2017:
Recommended by MASH 3Not installed yet.
8 months later we asked Lorraine: "Are you happy with the performance of your system so far?"
Yes09 August 2018
I cannot stress enough how poorly this company has performed.
They were fantastic and friendly when it was all about the sale and assured me all would be installed and I wouldn't have to worry about a thing.
After installation they advised me it was fine to turn the system on and they would handle everything.
It wasn't until 3 months later when I received the biggest electricity bill ever that I discovered there was a problem. A few months of phone calls and investigation later it turns out they forgot to file the paperwork with the energy provider to get a new meter installed. It took a few more months and numerous calls to both the energy provider and Energy Matters to get them to actually file the correct paperwork with the energy provider.
In the meantime, my energy provider is charging us 150% more than we normally use, because the solar was turned on without the correct meter installed so 'legally' they can charge whatever they want it would seem.
Energy Matters, after some fighting offered to cover the lost feed in tarrif, but none of the extra cost involved in the electricity charges due to the solar being turned on. This was installed over 9 months ago and has still not been resolved. Do not, DO NOT get solar with this company. They are rude, and provide misleading infomation
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They were fantastic and friendly when it was all about the sale and assured me all would be installed and I wouldn't have to worry about a thing.
After installation they advised me it was fine to turn the system on and they would handle everything.
It wasn't until 3 months later when I received the biggest electricity bill ever that I discovered there was a problem. A few months of phone calls and investigation later it turns out they forgot to file the paperwork with the energy provider to get a new meter installed. It took a few more months and numerous calls to both the energy provider and Energy Matters to get them to actually file the correct paperwork with the energy provider.
In the meantime, my energy provider is charging us 150% more than we normally use, because the solar was turned on without the correct meter installed so 'legally' they can charge whatever they want it would seem.
Energy Matters, after some fighting offered to cover the lost feed in tarrif, but none of the extra cost involved in the electricity charges due to the solar being turned on. This was installed over 9 months ago and has still not been resolved. Do not, DO NOT get solar with this company. They are rude, and provide misleading infomation
Supplier Reply:
Energy Matters is disappointed to hear this review. We have gone above and beyond to assist this customer with their current retailer and billing issues. Consumer and Business Services have been more than happy with the efforts we have made to appease this customer. Energy Matters acknowledges there was an admin error with the paperwork submission, but have rectified this and offered compensation to the customer for the delays this caused, which has been accepted03 July 2018
Everything was going swimmingly until the Installer was rude and potty mouthed. Installer damaged roof and did not wear appropriate harness equipment as my roof is pitched at 38+ deg so they slide down it and using their drills and what nots to stop themselves from sliding off, then ontop of that walked inbetween the batten sections of the roof leaving huge dents in a brand new colourbond roof. Waited 6 Months to have a meter installed which was included in the contract price. Meter installed finally after 6 months of chasing them up. Now the new meter still has not been registered with the network provider and on top of that my current retailer is still billing me on an old meter that does not exist because the new Meter details have not been supplied to the network provider and the meter installer does not know where the old meter is or what the last reading was and all the while I kept at Energy Matters to get this sorted it is coming up to 1 whole year and I still am not getting anywhere. I might as well of taken 5.5k and thrown it in the gutter.
I WILL NEVER USE THIS COMPANY AGAIN.
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I WILL NEVER USE THIS COMPANY AGAIN.
28 June 2018
Original Review on 27-10-2017:
Supplier Reply:
Thanks for the review Vivien.8 months later we asked Vivien: "Are you happy with the performance of your system so far?"
NO!!!07 June 2018
Original Review on 08-12-2017:
Of the three suppliers provided only Ekonomix came through with a firm quote, they were the most efficient, and worked with me to understand the size and systems available. However, Energy Matters provided a very competitive quote with what I viewed as better quality of solar panels, plus a preferred battery system.Installation is scheduled for March 2018. So not information on the installation as of yet.
6 months later we asked Keith: "Are you happy with the performance of your system so far?"
Unfortunately not as of yet due to major delays and the system still not fully operational. This is directly linked to a certain level of incompetence or indifference from both the system supplier and the local installer.
05 June 2018
These guys have the worst customer service I've ever experienced. Our system has been in since January and the installation issues still have not been addressed. It took weeks to respond to my initial complaints and now months of inaction.
Pick someone else!!!!!
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Pick someone else!!!!!
05 June 2018
11 April 2018
Do NOT go with Energy Matters. I first contacted them in March 2017 and was talked into putting a 10% deposit down on the Tesla Battery cost $13,170, as I live in a rural area with many unexpected blackouts I really wanted a back up system so I could utilise stored energy. After 6 months of constantly phoning, emailing Energy Matters with no success I was finally sent an email indicating that they could not keep up with the Tesla Battery demand and would I be interested in the Sonnen Battery at a cost of $16,897. I was talked into it with the assurance that I would have full battery power in case of a blackout. After another 6 months of no contact or reply to my emails or calls I finally was contacted in January in regard to installation, a installer arrived with absolutely no idea of what he was doing, he even told me that he had never installed one and would be reading directions from a instruction manual. I told him I wanted it installed against a wall in the laundry, he wanted it installed against another wall, I told him that it was not a wall but the door to access the hot water unit. I left the room, returned an hour later and he had installed it against the hot water unit wall. When I asked him to move it back to the wall I wanted he refused saying he had a bad back and couldn't move it. There was a young fellow there so I had to assist the young fellow to move it. After spending 8 hours there all they had done was unpack it and secure the unit to the wall. A month later they returned and again spent 8 hours mucking around with the electrics only to tell me they couldn't finish it because my Wi Fi did not have a USB Port, apparently a site inspection should have been done prior to installation which was never done. So he left with instructions to get a Wi Fi with a USB Port, I got one but apparently it was the wrong one as they would not tell me what I needed. Eventually they told me I needed a Wi Fi Extender, not a new Wi Fi, eventually got one they recommended so a month ago, installer out, again spent 8 hours doing goodness knows what, only to tell me that the back up battery unit was the incorrect one and he couldn't finish the job. I have repeatedly sent emails, left messages (you cannot get onto anyone to answer the phone) and it is still not finished despite the fact that I paid the full amount on the first day of installation, I was told it would take one day to install so on the afternoon of the first day I paid, only to find out that the job was not done. DO NOT GO WITH ENERGY MATTERS, VICTORIA, THEY ARE HOPELESS!
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05 April 2018
Didnt even reply to my call.
Inverter rating: 1/5
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Inverter rating: 1/5
28 March 2018
Energy Matters has the worst customer support service I have ever experienced. They don't reply to voice messages or emails. Even when you do manage to speak to someone and they promise you that you will get a call back it doesn't happen. Their no customer liaison person who managers your job and you are forced to become your own project manager chasing up everything including deliveries. The whole experience with them has been awful. Firstly, they provided me with an installation date, but then delivered the equipment to Perth; instead of Sydney. Second; naturally, the installation date was delayed by more than a week, but that did not stop the then demanding payment based on the first installation date. Thirdly, the equipment arrived in pieces on three different dates, so what was supposed to be a one day installation turned out requiring me to be home on three different days. Fourth, the installer was a Sydney based sub-contractor: I would have been better of going with him in the first place rather than a Melbourne based company, as he would have done exactly the same job for cheaper. Fifth, the new meter was not delivered with the rest of the equipment and had to be chased up. Sixth, the installed turned up unannounced and could not install the meter; when he did he turned the power to the house off and did not turn it back on again when he left. Seventh, the meter installed was not a 'smart meter' as promised to enable me to gain the full benefit of the SolareEdge technology. I had to pay several hundred dollars to have a smart meter installed; only to have this replaced at no charge by the electricity supply company within three months; money down the drain. Eighth, now, after twelve months, I discover that the system is not producing the kWhs that was promised in the contract as part of their performance guarantee. However, not surprisingly I have no response to my emails for 4 months seeking to claim against their performance guarantee and no response to my phone calls.
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20 March 2018
We are having problems with our panels, ie ( Starting to Burn Out ) have notified the the company that sold and arranged the install of the Solar system. Still waiting for a response. Panel Model SF160-24-M 190W 5 inch cell
Regards
Paul
Panel rating: 2/5
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Regards
Paul
Panel rating: 2/5
08 March 2018
This has been the worst purchasing experience we have ever had. We accepted the quote for our solar PV system on June 27, 2017 and paid our deposit straight after. And, we are still waiting for a confirmed date for installation. Over 8 months to get a pretty straightforward system installed! This was after Energy Matters saying that it would be up and running in 1 to 2 months. We are frankly amazed at the challenge of getting done what should be Energy Matters core business: getting solar PV systems installed. And this done in a reasonable time frame. If we could give Energy Matters a zero star rating we would – simply because they have failed completely to do their part of the deal and that has cost us a whole summer of electricity production.
In the eight months we have been waiting, we have had seven different Energy Matters people looking after our account due to staff attrition. As others who have dealt with Energy Matters have noted, at times we have felt that we have been driving the process. This has involved well two dozen emails (and more phone calls than that) to either Energy Matters or their local installer trying to make sense of the extensive range of ‘reasons’ that have been raised for the over 8 month delay. Like others, we have had promise after promise to return calls and sort out the installation followed by failure after failure to do so. Energy Matters offered us an upgrade to the system and later a small discount to try to mollify us. But we would just prefer to get this sorry saga over and have a working PV system. And like others have done, we would recommend avoiding Energy Matters and instead go to a company which talks with customers, respects customers and delivers what it promises.
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In the eight months we have been waiting, we have had seven different Energy Matters people looking after our account due to staff attrition. As others who have dealt with Energy Matters have noted, at times we have felt that we have been driving the process. This has involved well two dozen emails (and more phone calls than that) to either Energy Matters or their local installer trying to make sense of the extensive range of ‘reasons’ that have been raised for the over 8 month delay. Like others, we have had promise after promise to return calls and sort out the installation followed by failure after failure to do so. Energy Matters offered us an upgrade to the system and later a small discount to try to mollify us. But we would just prefer to get this sorry saga over and have a working PV system. And like others have done, we would recommend avoiding Energy Matters and instead go to a company which talks with customers, respects customers and delivers what it promises.
15 February 2018
Recently I discovered my solar panels had been installed incorrectly and had only been working at half generating capacity for the last 6 or so years.
I got this fixed myself but wanted to discuss and resolve this complaint with Energy Matters but they simply haven't acknowledged or responded to any of my emails over the last two months. Very disappointing.
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I got this fixed myself but wanted to discuss and resolve this complaint with Energy Matters but they simply haven't acknowledged or responded to any of my emails over the last two months. Very disappointing.
15 February 2018
Extremely poor customer service after the initial deposit is taken. Was promised a quick install during the selling process. It has been 4 months and they havent even progressed to book an installer.
I am spending over 20K for this system and they are just giving false reasons after another. Actewagl had approved my install in Oct 17, and they still blame them for the delay, then when I proved them wrong, they blamed ACT installers, then blamed their parent company in California for imposing certain regulations for new installers, now after 2 months of that blame game, it has now gone to the type of brackets that were ordered for the installation, which supposedly went out of stock.
They still havent booked an installer , and it looks like they never will.
The matter was escalated to their customer liason officer, and interestingly this person doesnt reply to my numerous voice messages and emails.
When I complained about their service, they offered me a cancellation and refund of the deposit, to get me off their record books, and soon after that cancelled my sale and sent me a notification, with my approval to go ahead.
After 5 months of D!*$ing around they are justntrying to get rid of me..
PATHETIC
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I am spending over 20K for this system and they are just giving false reasons after another. Actewagl had approved my install in Oct 17, and they still blame them for the delay, then when I proved them wrong, they blamed ACT installers, then blamed their parent company in California for imposing certain regulations for new installers, now after 2 months of that blame game, it has now gone to the type of brackets that were ordered for the installation, which supposedly went out of stock.
They still havent booked an installer , and it looks like they never will.
The matter was escalated to their customer liason officer, and interestingly this person doesnt reply to my numerous voice messages and emails.
When I complained about their service, they offered me a cancellation and refund of the deposit, to get me off their record books, and soon after that cancelled my sale and sent me a notification, with my approval to go ahead.
After 5 months of D!*$ing around they are justntrying to get rid of me..
PATHETIC
13 February 2018
I would NEVER recommend this company to anyone. There after sales support is hopeless. It has been 5 years since I had my system installed and since then at least 3 times I had to claim warranty on the inverter.
I have been holding myself not to write anything in public forum & give them a fair chance to fix the issue but have to say it hasn't been easy.
I logged my fault on 20th December and they are still talking to the technician to arrange for initial appointment.
I have left numerous messages, emails, voice mail to the person handling my case and even to his manager but they didn't even have the common courtesy to acknowledge or respond. I messaged them via FB messenger and got the standard response that we will get someone to call you.
Every time I have to call them and ask for update.
Please save yourself lot of headache for later and don't bother choosing them.
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I have been holding myself not to write anything in public forum & give them a fair chance to fix the issue but have to say it hasn't been easy.
I logged my fault on 20th December and they are still talking to the technician to arrange for initial appointment.
I have left numerous messages, emails, voice mail to the person handling my case and even to his manager but they didn't even have the common courtesy to acknowledge or respond. I messaged them via FB messenger and got the standard response that we will get someone to call you.
Every time I have to call them and ask for update.
Please save yourself lot of headache for later and don't bother choosing them.
01 February 2018
The salesman gave my elderly mother a guarantee that for 25 years that she would not get an electricity bill - he stated that if she did get an electricity bill in that 25 year period, then Energy Matters would pay that bill.
Install was continually delayed - Deposit was paid in January - install was not done until August/September.
When my mother asked for the guarantee in writing, she was told a guarantee was never made, that the only guarantee they have is on the panels. This salesman is a blatant liar, totally unscrupulous and has no qualms conning elderly women to tune of over $40,000.
We spoke to their legal team, who said she had listened to the recordings of our conversations but would not provide those recordings to us, or even let us hear them, unless we took legal action.
We went to the Department of Fair Trading - who has no power to do anything, so that was a waste of time.
We have been calling them every day for 14 days to try and get this rectified. The call always goes to a recorded voice mail and asks us to leave a message - and then they never return the call. My mother has been logging these calls in case it is needed in the future.
At the moment we are speaking with an installer from there, who responded to the ticket we lodged about the faulty system. He is also trying to solve the other issue of the "25 year guarantee of no electricity bill" that they say they didn't give.
If this fails, we will be going to A Current Affair, the Ombudsman, and finally our solicitor. I will not let them rip off my elderly mother this way. I don't care how long I have to fight this for, I will keep fighting until there is nothing else I can do. And then I will post what happened everywhere I can on the internet to warn others not to use this company.
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Install was continually delayed - Deposit was paid in January - install was not done until August/September.
When my mother asked for the guarantee in writing, she was told a guarantee was never made, that the only guarantee they have is on the panels. This salesman is a blatant liar, totally unscrupulous and has no qualms conning elderly women to tune of over $40,000.
We spoke to their legal team, who said she had listened to the recordings of our conversations but would not provide those recordings to us, or even let us hear them, unless we took legal action.
We went to the Department of Fair Trading - who has no power to do anything, so that was a waste of time.
We have been calling them every day for 14 days to try and get this rectified. The call always goes to a recorded voice mail and asks us to leave a message - and then they never return the call. My mother has been logging these calls in case it is needed in the future.
At the moment we are speaking with an installer from there, who responded to the ticket we lodged about the faulty system. He is also trying to solve the other issue of the "25 year guarantee of no electricity bill" that they say they didn't give.
If this fails, we will be going to A Current Affair, the Ombudsman, and finally our solicitor. I will not let them rip off my elderly mother this way. I don't care how long I have to fight this for, I will keep fighting until there is nothing else I can do. And then I will post what happened everywhere I can on the internet to warn others not to use this company.
30 January 2018
Genuinely hopeless post-sales support. Seemed professional & organised during sales process. Post-sales support is woeful and seems to be managed by temps with little care for customer experience. My installation was completed & inspected 4 months ago, and I'm still waiting for it all to be finalised and my retailer updated so that they can start paying me for the solar generation. I've called numerous times and been told that my retailer rejected the submitted paperwork which is "really unusual" - reading recent reviews on Google it seems that this is pretty common. I've been promised call backs and follow ups, which mostly don't happen & when they do it's just a fob off and promise of another follow up.
I wish I'd read the Google reviews before signing up, I would strongly advise against trusting this company with your money - my suggestion is to withhold some of the cost until the whole process is completed. Companies like this shouldn't be allowed to operate in my opinion, they will wreck trust in the industry.
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I wish I'd read the Google reviews before signing up, I would strongly advise against trusting this company with your money - my suggestion is to withhold some of the cost until the whole process is completed. Companies like this shouldn't be allowed to operate in my opinion, they will wreck trust in the industry.
29 January 2018
Supplier Reply:
Thanks for the review, Frank.24 January 2018
I had the installation booked 3 times before it was done. In the time since install the rules for metering have changed and no one can tell me what has to happen next. I have been told on numerous occasions that Energy Matters will get back to me and they never do. I have approached One Big Switch who recommended them with no reply as well. I have had a level 2 Electrician inspect the system and he said he can not finalise the system until paper work is filed with the energy provider. The energy provider has to be notified by the installer. I have paid good money for a system which is incomplete. Thanks Energy Matters.
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24 December 2017
Original Review on 23-04-2017:
Supplier Reply:
Thank you for the review Margaret.8 months later we asked Margaret: "Are you happy with the performance of your system so far?"
Yes.23 December 2017
Original Review on 24-02-2017:
The installers made a small mistake by evenly distributing the panels into 4 x 10 amp strings (a VERY logical choice) whereas the inverter has a hi-current and lo-current input and so the system peaked at 8kW instead of 10kW. The inspector detected this and they came back and reconfigured it accordingly, I now get a peak of 10KW so very happy. Have rated the installation as 5 as they knew their stuff, have installed a very solid system that survived a VERY windy night soon after and only fell down slightly on the inverter configuration but I did get a very large system which they would not get to install particularly often so they do deserve a 5, and the inspection process worked perfectly in picking up the error and getting it rectified.I am less happy with the power company (powercor/origin) as they seem to be dawdling on the meter reprogram so they can use my excess power for free for a while - very petty of them given it will only get me 6 cents a kWh anyway.
The pre-sales was extremely honest and detailed, he know of all the discounts available and they did all the work to get them through to also submitting all the paperwork to the power company for the meter reprogram - a one-stop shop that gets the job done, done right and done well - very impressed. They also sell batteries (I got a Battery-ready system) but still insisted that I avoid them for now as the cost-benefit is not there yet even though I was keen to evaluate this. They did provide all the details and I was able to determine for myself that their evaluation is correct and so I have put off batteries for a couple of years (probably 7 now so I can get my money back on this installation first). How many sales people would NOT try to sell you more!! Very Happy.
Supplier Reply:
Thanks for the very comprehensive review of the quoting process, installation and your system Mark.It is worthwhile to check on the viability of a battery system every now and then before this system has paid itself off, as battery prices are falling and electricity prices continue to rise.
10 months later we asked Mark: "Are you happy with the performance of your system so far?"
YES.22 December 2017
Installers turned up on time and within 3 hours all done and genertaing over 3.5kW (at 11.00am Melbourne time). Now awaiting Ausnet to reprogram my meter to get the feed-in tarrif set up.
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Supplier Reply:
It's good to hear the installers worked efficiently and had your system up and running in good time Ian. We hope Austnet have your metering sorted out now.21 December 2017
Don't use Energy Matters. Their customer service is woeful, especially the abysmal lack of communication with the customer. I ordered my system on 27 June and final inspection and approval took place on 21 December, with a number of mis-steps along the way. I spent much frustrating time and energy trying to communicate with both Energy Matters and their sub-contractor in Canberra. Nobody at Energy Matters seemed to "own" the job, so it was challenging even identifying the right person to communicate with. At times it felt as though I was the one co-ordinating the installation, rather than the provider. I received a $500 discount to compensate for the drawn-out installation; but I would much rather have paid the full price for an efficiently and timely delivered turnkey system.
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29 November 2017
Great company to deal with. Highly recommend!!
I did quite a bit of research before choosing an installer. Energy Matters have a great reputation and were great to deal with. I signed up the Solar Quotes website. They only refer you to reputable Solar companies. I love a bargain too, so I had quite a few quotes and conversations with some cheap and less than reputable companies not recommended by Solar Quotes. I was a Solar novice but after around 3 months of research I was confident about what sort of system I wanted. And despite only having researched roof top PV for a few months it was quite clear that I had managed to gain more basic knowledge about Solar in a short time than many of the reps that I was dealing with. Baffles and my god some of these people talk out of their butt. I can not strongly enough recommend that people sign up to the Solar quotes website if you are looking to install solar. They referred me through to a few Good solar companies. Energy Matters were the best on price and were willing to over size my system (which everyone should be doing as it make sense $$$$). I have a 5kw inverter with 6.21kw of panels. This is the biggest system that can fit on my roof, I wanted 6.48kw but I ran out of roof space! In the end the price difference between adding a few panels to the system to take it from a 5kw system up to 6.21kw system was only an extra $620. That's right an extra 1.21kw for $620. It was a no brainer and I am very happy. System has only been in for 4 months so I can't yet say exactly how my annual bill will be improved but so far so good. Can't recommend Energy Matters enough. They were knowledgeable helpful and great value. I was a pain in the head too, I sent a lot of emails asking for changes with many different scenarios and arrangements for the system and they were very accommodating and responded to my emails quickly.
P.s Ask your installer about over-sizing your system 133% everyone should be doing this !! $$$$
Oh yeah and I can see a review here stating that "Energy Matters wanted to install without a Council Permit" I work for a local council and a permit is only required when tilt frames are used or the install is for a total area larger than 38m2 or 24 or more panels, so yeah.. grain of salt.
Cheers!
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I did quite a bit of research before choosing an installer. Energy Matters have a great reputation and were great to deal with. I signed up the Solar Quotes website. They only refer you to reputable Solar companies. I love a bargain too, so I had quite a few quotes and conversations with some cheap and less than reputable companies not recommended by Solar Quotes. I was a Solar novice but after around 3 months of research I was confident about what sort of system I wanted. And despite only having researched roof top PV for a few months it was quite clear that I had managed to gain more basic knowledge about Solar in a short time than many of the reps that I was dealing with. Baffles and my god some of these people talk out of their butt. I can not strongly enough recommend that people sign up to the Solar quotes website if you are looking to install solar. They referred me through to a few Good solar companies. Energy Matters were the best on price and were willing to over size my system (which everyone should be doing as it make sense $$$$). I have a 5kw inverter with 6.21kw of panels. This is the biggest system that can fit on my roof, I wanted 6.48kw but I ran out of roof space! In the end the price difference between adding a few panels to the system to take it from a 5kw system up to 6.21kw system was only an extra $620. That's right an extra 1.21kw for $620. It was a no brainer and I am very happy. System has only been in for 4 months so I can't yet say exactly how my annual bill will be improved but so far so good. Can't recommend Energy Matters enough. They were knowledgeable helpful and great value. I was a pain in the head too, I sent a lot of emails asking for changes with many different scenarios and arrangements for the system and they were very accommodating and responded to my emails quickly.
P.s Ask your installer about over-sizing your system 133% everyone should be doing this !! $$$$
Oh yeah and I can see a review here stating that "Energy Matters wanted to install without a Council Permit" I work for a local council and a permit is only required when tilt frames are used or the install is for a total area larger than 38m2 or 24 or more panels, so yeah.. grain of salt.
Cheers!
Supplier Reply:
We are pleased to hear of your positive experience with Energy Matters Michael, thanks for the review. These days it makes good sense to install the largest system you can, as the payback times are good, and you can often cover a significant amount of your energy demand even in cloudy weather, and the FiT credits can really add up on sunny days!24 November 2017
The product itself is very good. The installation went well. However, I have had an ongoing issue for the past month and a half with payment. I paid the deposit as soon as I was told and provided the details to the sales person. I received an email from someone else who showed that the deposit was received and the install would be done on 09/10/17. I had to pay the balance owing prior to or on the install day. I transferred the balance prior to the install and Accounts Receivable advised they received it. Then they told me that they could not find the deposit I had paid to the same account. I have provided the bank transfer information a number of times as requested and emailed asking when will I get a receipt. I even submitted a Contact Enquiry form via their website in desperation. A person responded to let me know what had happened to cause the issue (nothing to do with me). I was provided incorrect numbers to quote. I still don't have a final invoice or receipt showing fully paid after a few more emails.
Beware of making payments to this company - try your best to make sure you have the correct information to quote on your bank transfer which is difficult when you are relying on them to provide it.
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Beware of making payments to this company - try your best to make sure you have the correct information to quote on your bank transfer which is difficult when you are relying on them to provide it.
Supplier Reply:
We are sorry to hear that you experienced issues with your payment processing. After reviewing the order, we have identified that the bank payment has been transferred with the incorrect reference number. As a result, our account team had issues matching the payment to your account. After contacting you, the payment has been correctly allocated and a receipt has been provided. As a result of this event, we have improved our processes making the reference number even more prominent and training the accounts team on the event. We appreciate your patience with this issue and apologise for the disruption. We are also happy to hear your system installation and product quality are matching your expectations.22 November 2017
This company lied about the progress of our installation, blamed the Essential Energy (NSW electricity provider) for the delay when they had not even submitted the application. They were difficult to contact and rarely replied to messages (phone or email). Offered better equipment to make up for the lies and inconvenience and then submitted an application to Essential Energy for a lesser system. Promised 290w panels and then told me they no longer had them in stock and gave an option of 260w panels or wait until next year for the 290's , I paid my deposit in July 2017 and was now looking at a possible installation in Feb.2018.
I did not buy or have installed a solar system from Energy Matters, I gave up in disgust and am now waiting for a return of my deposit.
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I did not buy or have installed a solar system from Energy Matters, I gave up in disgust and am now waiting for a return of my deposit.
Supplier Reply:
We are very sorry for Bruce’s experience. This event has not been up to our standards of quality and we take this feedback very seriously. Bruce’s deposit has been fully refunded. We have initiated an additional training program to avoid this issue to occurring again. Unfortunately, due to stock availability and global supply shortages, we couldn’t fulfill Bruce’s order as per expectations. We have built our company over 10+ years on honest and excellent service and we strive to update our systems to keep supporting our customers’ needs18 November 2017
Chose Energy Matters..wish I had not. No idea about system quality or value because the service has been so poor I have no idea if my system is even working. So far I can report that an outlay of $4k is saving me about $10 per month?? Have responded to Energy Matters requests for feedback via survey with scathing comments which of course have been ignored. Not usually a cranky punter but this crowd are going through the motions on customer service...and have driven me to this review..which I fully expect will be ignored.
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23 October 2017
Original Review on 12-11-2016:
12 months later we asked Sue: "Are you happy with the performance of your system so far?"
The installation seemed to be quick and professional but the paperwork for having the system registered by the energy provider so that we could access the energy credits did not happen until I had made about 10 calls to the energy provider and to the installer to try and figure out what The issue was. It is still not clear what the problem was but it took nine months for the energy credits to appear on the bill and eight months to have our meter reprogrammed. The panels seem to be doing their job and the inverter is working and we are getting into credits now after nine months of waiting. But we are extremely disappointed with installing brand-new but old equipment and now having about $6000 possibly extra cost to be able to install a smart battery.13 September 2017
Original Review on 13-01-2017:
I purchased a 2Kw system from Energy Matters in 2009 and that array of panels has given me NO trouble at all and the company could not have been more helpful and courteous.I than went with this company again with the same brand of panels and inverter because of the efficiency of the hardware and the staff I did business with.
I had a new 5Kw system installed in late September and the service was the same as before and it is working well in conjunction with the old 2Kw system.
More than happy with this company.
Raymond A Hill
NSW
Supplier Reply:
Thanks for the review Raymond, it's great to hear that your systems are performing well.8 months later we asked Raymond: "Are you happy with the performance of your system so far?"
As I said there has been no problems with either system and I am very happy with them and would thoroughly recommend Energy Matters to whoever asks me.These comments can be published with my first name and postcode (Ray-2582)
04 September 2017
Supplier Reply:
Sorry to hear of your bad experiences with solar sales people Ken. Energy Matters recently celebrated 10 years in the business of solar, and certainly aims to be around for many years to come! Thanks for your review.02 September 2017
These guys were excellent and the installer was incredible (Gyula Fisli!) so recommending and would merrily buy again!!!
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Can't recall the exact price paid for the system.
Panel rating: 5/5