"good servie"

appointment made nd confirmed by pbone. Engineer arrived on time, wote mask and completed service within an hour. All paperwork also completed.

"GEG installed a Vailant Hybrid Air…"

GEG installed a Vailant Hybrid Air Source Heat Pump to complement a Woster boiler system. There were initial difficulties with achieving desired temperature as, I understand, the HASHP was not communicating properly with the boiler.

It required 3 follow -up visits to resolve the problem.

GEG was very responsive each time we asked them to come out and each engineer was very courteous and did improve the performance.

The systems is now working very well and has reacted well to the recent low temperatures.

Overall, I was satisfied with the service via their call center and from the engineers.

"Poor customer service"

We contracted Greener Energy Group to install a new ASHP in our home. Installation took twice the time projected. This might have been OK as we knew from the start it wasn't a straight forward job. However, the installers did seem to start pretty late and finish early. This was sometimes because they had, 'Got to a convenient place to stop'. but at others because they were called away to apparently sort problems at other jobs. Not ideal. However, worst issue was that when filling the system a major leak occurred in one of our upstairs rooms. This then leaked through a light fitment causing damage to the carpet in the lounge as well, thankfully not to the roof or light. Despite 2 attempts to have this cleaned the stains could not be lifted. We were quoted around £3,500 to remove and replace both carpets. To make matters worse it took Greener Energy nearly 3 weeks from when cleaning was done to send out an 'inspector', actually one of their technical surveyors. With Christmas fast approaching, and family visiting, we had taken the bull by the horns and replaced the carpet in the lounge, keeping the section carpet that had been damaged. Greener Energy stated that because the carpets (?) could not now be inspected by their insurers they could only offer us £500 towards our costs, which would be what they normally paid towards excess. After some negotiation a slight increase in cash was offered, along with free servicing of the system for a period. This still left us considerably out of pocket. Had inspection been carried out quickly, exacerbated perhaps due to lack of response to a number of calls and emails, this situation might have been avoided. We are happy with the system, though too early say if efficiency is is as projected, but not with the service.

"Please Focus on your Customers"

An absolute joke trying to get these people to come out to fix our faulty airsource heat pump. We rang each day from Tuesday 30th November to Tuesday 7th December to request an engineer to come out. Each time we were told we would receive a call back but nobody ever did. We called several times and were told the part had been ordered, on other days we called and were told the part would be ordered and take a week to arrive. Do not trust this company to sort out your heating problems, it's been lies and nobody is bothered if you have heating or not. Why don't they just say they don't have the man power to deal with problems rather than leaving folk with no heating, it's an absolute disgrace.


The above review was posted after a frustrating week of trying to get a commitment from Greener Energy to send an engineer to repair our air source heat pump (ASHP) system. During this week only one person contacted me, an engineer called Martin who identified a faulty Motorised Valve (MV) which was installed as part of the overall ASHP system. He advised me that I could get the heating system to work if I moved a lever on the AV. If I wanted hot water I had to move it back into its original position. This was a workaround but it meant I had to get up early in the morning to make sure the heating system switched on. In addition the lever on the AV had a tendency to trip back of its own accord meaning the heating could switch off unknowingly.
After a week of trying to get confirmation that the part had been ordered and a date when an engineer could attend I insisted to the call centre staff that I was not going to hang up until I had a date when the repair could take place. After several minutes I was told that it would be two weeks until this could take place. A cost for this work was agreed, however I was informed that no payment would be necessary until 24 hours prior to the appointment when I would be called to confirm that the work would take place. This did not give me much confidence that this would take place.
I looked on-line (Screwfix) and found that I could buy the replacement part. It could be picked up over the counter straightaway. I decided to buy the part and carry out the repair myself.
Two days after leaving the review another engineer from Greener Energy, Brian tried contacting me however I was away from home driving my car and the call dropped out. During the same afternoon I had a couple of other missed calls from the Greener Energy office. The following day I fitted the replacement part. Once fitted I noticed that system was still faulty. I called Brian and we went through a few things. He told me that it looked as though there was power being fed to both the heating AV and the hot water AV which would be the cause of the problem. I thanked him for his help and using my volt meter I identified and corrected the wiring. Fortunately I now have a working heating system.
One of the calls I had missed was from Sean, a director of Greener Energy. I was astonished at the message that he had left. He said that it was bizarre that I had not taken his call and unless I didn’t call him back he would not pursue the repair of my ASHP system. I couldn’t believe that a company director could speak to a customer like that. After the weekend I called Sean to discuss my review. He said he was unhappy that I had stated that I had been left without any heating. This wasn’t actually what I had written. I tried to explain that my main issue was the company’s poor communication between its office staff and the customer. On a positive note the engineers are very helpful.
Following my conversation with Sean and his reply to my review I perceive that the company is more focussed on the quality of their ratings rather than helping their customers. If their focus was on the customer the ratings would look after themselves.
With regard to his reply I am disappointed that he called my review untrue. If anyone is reading this you can make up your own mind as to where you think the truth lies. (No pun intended).

"Good workmanship spoiled by poor communication from the office."

I have always been happy with the workmanship provided by the employees of Greener Energy but I'm afraid the communication by the office leaves an awful lot to be desired. It look me four attempts before my recent service was completed for a variety of reasons. A repair needed doing for which I was quoted almost £300. I had this carried out by a local heating engineer for less than £80! One appointment was cancelled on the morning that it was due and the next one was cancelled at 2.40 when the time allocated was 1.00 - 3.00! There really is no excuse for this poor communication in the days of mobile, text, email and landline.

"The guys were great."

The guys were great.. Friendly which put me at ease they answered all my questions I am happy with the job they did and they cleared all the mess away great job

"Air source heat pump are rubbish."

We had an air source heat pump installed 1 1/2 year ago and hate it wish we got a new oil boiler instead.
A year ago a sales man came to our house with all the right words we stupidly believe every word. But the system was installed to find out it wouldn't work right in our house due to it been a farm house so miss sold to us.
The installation boys where rude and did alot of damage in the house. When I called to complain about damage they said can u prove it was there boys. Wish I had cctv to prove but I don't.
They have had to come out several times this year to fix heating truth be told all the heating engineers have been lovely and tryed there best to get system to warm house up.

Over all air sources heat pumps Are rubbish in farm houses or houses with no/very little installation. Our house is freezing we use an excessive amount of electricity.
Would of been cheaper with an oil boiler and warmer.
We r now having to install a fire to help heat the house.

"Service to my new system done very…"

Service to my new system done very efficiently. Engineer was very helpful. Showed me how to set the controls on how best out of my system

"Excellent service"

Engineer checked absolutely every part of the whole heating system, not just the air-source heat pump. He arrived on time and was very thorough.

"I would just like to say how pleased we…"

I would just like to say how pleased we are with our AIr Source Heat Pump which was installed by Greener Energy Group.
We live in Ballater, Aberdeenshire and have recently been without power for 3 days and I confess that I was concerned about what would happen when power was restored. My fears were groundless as the Grant Aerona 3 seamlessly reactivated and our house was back up to temperature within a few hours, with the hot water being available even quicker. Hot water is important when we hadn’t been able to shower since Friday.