I reached out due to non-justified payment reminders, although I had paid my invoices on time and have proof of payment. I received immediate support via the online chat, the colleague had found the p... See more
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See what reviewers are saying
So far more than OK. Customer support is easy to reach and friendly. I don't know if they speak English. We've had one move, which went a bit wrong when Mainova forgot to give us our new account de... See more
My landlord made me choose this provider otherwise, I wouldn't ever have done it because of the price. Accidentally I chose Strom Extra instead of Strom Direkt on check24 and wanted to change it righ... See more
I suggest to avoid the Chatbot. I wrote a message in my poor German in the chat and I was put in contact with an employee that also offered to converse in English, which made everything much easier. T... See more
Company details
Written by the company
Mainova AG mit Sitz in Frankfurt am Main ist der größte Energiedienstleister in Hessen und versorgt mehr als eine Million Menschen in ganz Deutschland zuverlässig mit Strom, Gas, Wärme und Wasser. Innovative Energielösungen für Privat- und Geschäftskunden runden das Portfolio ab.
Contact info
Mainova ServiceCenter, Zeil 65 (Bienenkorbhaus), 60313, Frankfurt am Main, Germany
- https://www.mainova.de/de/service/services-ohne-login/chatbot
- mainova.de
4.1
Great
2K reviews
Replied to 97% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Support on mishandled payments
I reached out due to non-justified payment reminders, although I had paid my invoices on time and have proof of payment. I received immediate support via the online chat, the colleague had found the problem in the system and solved my issue within minutes. The communication was clear, the colleague was polite and kind to speak English and send an email confirmation on the resolution of the issue.
24 February 2026
Unprompted review
Reply from Mainova
Dear Maria Cumpana,
thank you very much for your five star review! We are glad to hear that we could solve your issue via our live-chat in no time.
Best,
Your Mainova Team
Very good clarification of the query.
17 February 2026
Unprompted review
Reply from Mainova
Dear ARITRA,
thank you very much for your five star review!
We are glad to hear, that you are satisfied.
Best,
Your team from Mainova
Hassan is patient and good at…
Hassan is patient and good at explaining, everything went good
6 February 2026
Unprompted review
Reply from Mainova
Dear Kamoliddin Khakimbayev,
We are glad to hear that Hassan was able to help you and we are happy to pass on the compliment.
Best,
Your Mainova Team
really quick and easy
really quick and easy , loved that despite my poor German, I was gladly supported in english as well
29 January 2026
Unprompted review
Reply from Mainova
Dear Shiny Manueal,
thank you very much for your positive feedback! We are glad to hear, that you feel well supported.
Best,
Your team from Mainova
Reply from Mainova
Dear Ali,
thank you very much for your five star review!
We are glad to hear, that you are satisfied with our service and that our collegue Juliane H. could help you.
Best,
Your Mainova Team
Reply from Mainova
Dear Muhammad Danish,
thank you very much for your five star review!
We are glad to hear, that you are satisfied with our service.
Best,
Your Mainova Team
Sebastian was patient
Sebastian was patient, thorough and professional in answering my questions. And i can't speak English.
5 January 2026
Unprompted review
Reply from Mainova
Dear Hailin Wang,
thank you very much for your positive review and feedback! We are glad to hear, that our service could help you.
Best,
Your Mainova Team
sehr freundlich und professionell
sehr professionell, meine Fragen wurden schnell und freundlich beantwortet
5 January 2026
Unprompted review
Reply from Mainova
Guten Tag AP,
herzlichen Dank für Ihre positive fünf Sterne Bewertung ! Wir freuen uns sehr zu hören, dass wir Ihr Anliegen schnell aus der Welt schaffen konnten und Sie jetzt schnell wieder Energie haben sich um das zu kümmern, was Ihnen wirklich wichtig ist!
Energiegeladene Grüße
Ihr Team von Mainova
The colleague Sebastian F
The colleague Sebastian F. is extremely kind and know how to answer clients questions in a clear way. My doubts were solved.
22 December 2025
Unprompted review
Reply from Mainova
Dear Daniel “DG” Gon,
thank you very much for your positive feedback and review! We are glad to hear, that our colleague Sebastian could answer your question fast & that you are satisfied.
Best,
Your Mainova team
Fast reply and suitable answer
Fast reply and suitable answer. Thank you
16 December 2025
Unprompted review
Reply from Mainova
Dear Alex Ivanescu,
thank you very much for your positive review! We are happy to hear, that we could solve your issue quickly and that you are happy!
Best,
Your Mainova Team
Fast and clear answers
The customer support agent, was on point with the answers i needed to resolve the issue i had.
1 December 2025
Unprompted review
Reply from Mainova
Dear Lentain Latifi,
thank you very much for your positive feedback! We are glad to hear, that you are satisfied with our service and that we could solve your issue in no time.
Best,
Your Mainova Team
very helpful and Nice conversation with…
very helpful and Nice conversation with Hassan and he solved my issue right away.
6 November 2025
Unprompted review
Reply from Mainova
Dear Murtaza Kamal,
thank you very much for your positive review! We are happy to hear, that you are satisfied with our service especially with our collegue Hassan- we are happy to forward your compliment.
Best,
Your Mainova Team
Live chat was perfect
Live chat was perfect, Friendly and professional and speaks English issues resolved in no time
7 October 2025
Unprompted review
Reply from Mainova
Dear Fayez Azzam,
thank you very much for your positive review!
We are delighted to hear, that your issue was solved quickly and that you are satisfied!
Best,
Your Mainova Team
Helpful English support
Beyza was very patient and helpful with my questions, thank you for a kind and prompt service.
16 September 2025
Unprompted review
Reply from Mainova
Dear Tara Noonan,
thank you very much for your five star review! We are glad to hear that you are satisfied with our service and that Beyza could help you solve your issue quickly.
Best,
Your Mainova Team
Customer Service organization is a mess
We are an existing customer since several years and have been ok with the service and price. Now that we have an electric car and an electrical heat pump I wanted to check tariff options. I sent an e-mail and after more than one week there is no response. Calling into their service center was even worse - I was connected to 7 different agents sitting in different teams and everyone told me that they are not able to provide me an offer and need to connect me to another agent who is specialized in either this or that tariff option. I finally stopped after the seventh agent that told me to call into the number I had already been speaking to before, in total two loops back to teams that I had spoken before. This is exactly how customer service shouldn't be - have your customer deal with your internal complexity rather than offering a service that is easy to consume. I didn't want to change the provider when I started this but it now seems that is the only option to get an offer that suits my situation.
16 September 2025
Unprompted review
Reply from Mainova
Dear MM,
we are sorry to hear that you were not able to sign up for a electric car and heat pump tarif. We understand your frustration and take your feedback very seriously. We want to fully understand what exactly happened in order to help you promptly.
We kindly ask you to provide us with more information so that we can forward it accordingly and ensure that our service team contacts you as soon as possible.
Thank you very much for your patience!
Kind regards,
Your Mainova Team
Amazing super friendly
Amazing super friendly, and efficient service.
2 September 2025
Unprompted review
Reply from Mainova
Dear Lukas Hermann,
thank you very much for your appreciative comment. We are pleased that you are satisfied.
Best regards
Your Mainova Team
All my request were acted upon swiftly
All my request were acted upon swiftly, to the point and a pleasant experience.
2 September 2025
Unprompted review
Reply from Mainova
Dear puthand archer,
thank you very much for your positive five-star rating and your motivating comment.
Best regards
Your Mainova Team
Always super nice and quick support
Always super nice and quick support, also in English.
29 August 2025
Unprompted review
Reply from Mainova
Dear Liubov,
thank you very much for your positive review. We are very happy about your encouragement.
Best regards
Your Mainova Team
Sebastian really knew what to do
Sebastian really knew what to do, and how to close my request....it was a very quick and straight conversation for me....
8 August 2025
Unprompted review
Reply from Mainova
Dear Reetis Mishra,
thank you very much for your positive review we are very glad to hear, that you are satisfied with our service !
Best,
Your Mainova team
Polite answers and really tried to help
The answers were polite and to the point. The employee did not try to avoid answering and really tried to help.
13 June 2025
Unprompted review
Reply from Mainova
Dear Ai Shibo,
thank you very much for your five star review! We are glad to hear that we could solve your issue fast and you are happy!
Best,
Your Mainova team
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