QERB Energy Reviews 41

I have been trying to contact QERB energy for over two weeks.They have not responded to my messages sent to them and the phone numbers do not work. A problem has arisen due to wrongly wiring the night storage heaters provided by a government scheme. This has resulted in a huge bill, which has to be paid, and also the rewiring of the heaters. I think this is not a very helpful company and should not be in the business of being trusted with a government scheme which is meant to help people, not land them with a big debt!! The least they should do is have some way form of contact that works. I look forward to perhaps finding out what their problem is. It may be they are no longer trading.

In 2000, the year of COVID, I was diagnosed with breast cancer. Two months before this we had a baby and bought a house to do up. Due to the hardship we found ourselves in, we qualified for grants to support us in making our house liveable. One of the grants, Qerb supported us in accessing to gain solar panels. The salesman sold us 6 panels to go on the south east roof, however, when the electricians installed, they put it on the south roof. Now at the time, I was going in to hospital for weekly chemo and I had an infection so my partner was trying to keep track of what was happening. He didn't realise that this was the wrong roof. This is itself wasn't a major issue. The fact that the solar panels had been put up in a line and were working as a strip meant that the 6th panel that sits under the eaves of the neighbours roof will always be in shade, therefore all 6 panels will always work at 40%. After time, when I became well enough to take them to task on this, they dismissed my claims, wouldn't come out to discuss and look at the work, and wouldn't consider the second opinion I gained from a separate installer. As a result, we have solar panels which don't ever work at full capacity and we over paid for them ( I later found out). There are many solar installers out there. I would stay clear of these. They took advantage of our situation and when called out, wouldn't put it right.

This company is a shambles. They sent an assessor for the Green Homes Grant, and I went for loft insulation etc. But they did not install all that was promised and subsequently charged me less as I complained. But said to use the original invoice amount when doing the Green Homes Grant application. I've realised that was now fraudulent so that they would get a lot more money for work they did not do.

A year on and I've now got a letter through the door saying if I don't pay more they'll take legal action. None of their phone numbers are working now and so I can't contact anyone.

Terrible company. When installing my boiler they left me with water running down my walls so i had to turn the water supply off. I also paid for 10 years of annual servicing so my valiant warranty T&Cs would be fulfilled. I have had 2 services and now they no longer answer there phone and never contacted me regarding my servicing and now valiant have stated my warranty is now void which defeats the object of spending all that money on a boiler

I do not like giving bad reviews but Qerb have reached rock bottom in my opinion.

I had a gas boiler supplied and fitted by Qerb in 2017. The price I paid included 7 years of boiler servicing.

I have had 3 years of boiler servicing completed but this year they have failed miserably. I booked this years boiler service for beginning of September. No one turned up. They did not notify me and offered no apology when I rang. I was understanding as I expected to be given a new date. This never happened as I was told they only had one qualified engineer and he was busy for the next 2 months. Two and a half months later, I have now made 8 phone calls and sent 7 emails and despite promises I have not received a single call back and had no replies to my emails. Customer Service / After Sales is as bad as any I have experienced. I believe that this is because they are not allowed to do their job because of poor management. My Vaillant warranty may no longer be valid because of Qerb's inability to service my boiler. They suggested in my last call that I arrange the boiler service myself with a Gas Safe Engineer close to where I live. They will then reimburse me £60 maximum despite how much I have to pay, which I know will be much more. I reminded them that my contract is with Qerb and this is their responsibility. I have no confidence that they will reimburse me anything after completely ignoring me so far and as I have another 4 years paid boiler service outstanding this is not the way to go forward.

A surveyor was sent by QERB to initially assess the property for underfloor and loft insulation and any other suitable for the property which was going through the Green Home Grant Scheme. Was told he was an experienced long standing Surveyor. Clearly NOT, very young who was doing this as a side line from University. Hadnt a clue about Insulation, scared stiff of climbing ladder into the attic and then had NO idea how to measure the area required to be insulated.
Some month later the Installers turned up to carry out the under floor insulation with NO pipe insulation cover and NO membrane that needed fitting aslo, They said neither was required and they never fitted this. I sent them packing and later they called to say they needed to install BOTH of these things!!!In total they turned up about 10 times to do a simple job, ran out of staples,ran out on insulation. The main guy could not fit under the flooring and brought a young lad with him. Hearing their conversation the lad had NEVER done this job before. The lad said a large area was full of water below and could not be insulated so left. I then went to look myself only to fing it totally dry. Reported this and they returned again to carry this out, after leaving I looked again at the work only to fing they fitted the netting in place but NO insulation. This sort of workmanship continued for weeks until such times they had been apprx 11 times. Numerous visits after from GHG inspectors, Trustmark inspectors and a QERB guy only to be told the job was not done to a satisfactory standard and Trustmark actually stated how the insulation had blocked ALL airbricks, one of which you could see the insulation from the outside.
QERB have no idea how to carry out any insulation works, employ outside contractors to do the work as well as a few they employ. Please avoid the at all costs else you will be in for a roller coaster of a ride with them and their workmanship. The knowledge of some of the installers and other employers is non existent.

Had heating controls installed back in Spring. The same day I called them back as the system wasn't working correctly. The engineer discussed with Honeywell and it was decided that the equipment was faulty. I discussed with a Qerb manager and the part was supposed to be replaced within the week. Countless emails, phonecalls and promises later it has still not been resolved. Last week we took time off and stayed in all week because Ben, a director, could not five a date and time other than last week. He never turned up and never even rang to apologise. Whenever I ring I cannot speak to a director, they cannot get hold of the directors and despite raising complaints I have not heard back. Yesterday an engineer turned up but had no experience of the systems and said he would have to go home and do some YouTube courses. Today he rang and said that Ben, a director, want me to report the issue to Honeywell. I have now reported them to Trustpilot as the work was done via GHG scheme. We are now going into the time of year when we need the system working

Having talked to the makers, Honneywell, it seems that valves are not working and some parts are too close together causing interference.

Qerb not answering phones. Wouldn't surprise me if they have taken the Green home Grant's money, having charged exorbitant amounts and done a runner.

I have also spoken to Trustmark/Napit and it seems Qern certification is on hold

REPLY TO QERB ENERGY

1. The system never worked since you installed it. Why therefore should I go the manufacturer when you were paid to install a working system.
2. You are not answering your phones for the last 2 weeks at least
3. There are others both on here and on social media with issues to do with Qerb including paying you and not getting what they paid for and also not being able to get hold of you
4. You gave me a week, when you said that you were coming to resolve. You neither turned up or even phoned to say that you couldn't
5. Honneywell say that you haven't even installed the system correctly ie various parts should be 30 cm from each other and pipes to stop interference and some valves weren't even supplied by them.

I was immensely impressed with the after sales customer service provided by all the staff at QERB Energy.
Not only was the installation of my solar panels completed in a professional & timely fashion, but,
due to the pandemic shutdown forcing the staff not be able to issue the back up paperwork/guarantees in the normal time, they
promptly issued me with a £50 Gift Token by way
of an apology for the delay due to circumstances
beyond their control!!!
I would like to draw attention to one particular
member of their staff at the Plymouth office, Cristina
Stefanescu, who was unstinting in the efforts she made to ensure i received all the necessary documentation as soon as they became available
after the pandemic lockdown. Thank you Christina,
and i would like to think she and all the hard working
staff at QERB will get the full recognition they deserve from this sincere review of their services!!!

Ray John BA Hons, Exeter.

Charlie and Mike, who installed our under floor insulation, worked really hard in uncomfortable and hot conditions. Just like a certain beer, they even reached parts of the property that other installers may not have been able to reach!
We’re looking forward to a cosy warm winter in our new home. Thank you QERB and the Green Homes Grant scheme!

Qerb is totally useless at everything had a quote for GHG scheme and they did the primary measure which was full of problems and lack of customer care service but eventually it got resolved. The SECONDARY MEASURE well that’s another matter. They have caused me TO LOOSE IT. They sent an email explaining that the secondary measure quote had a price decrease so could I please let the GHG team know the new reduced price which I did. The government GHG team stated that I would need a new quote to confirm the price change. I phoned twice to be told first time phone back tomorrow as everyone was getting ready to leave at 4.50 so I phoned back On the next working day and was told I would need to email their green homes team to get a new quote issued I could of been told this on the week before when I phoned but obviously packing up to go home was more important.
I had a reply back asking for more details to confirm the quote which I sent back immediately to Alex Mitchell who promised to get back to me soon as possible. This was in June. I phoned two weeks later to be told the quote was being sorted. Unfortunately I don’t know who I spoke to as Alex Mitchell was unavailable and he was really busy but I would get the quote as soon as it was done please be patient. This all started on 24th June. The 20th July the government Green homes team emailed to state we had 7 calendar days to sent the quote or loose the secondary measure. I immediately phoned Qerb and asked to speak to Alex Mitchell who was again unavailable to take my call. I explained that I needed the quote within 7 calendar days or that I was going to loose my secondary measure to be told how busy Alex was and it was a long process having to re do the quotes but rest assured I would have the quote by that Friday as Monday was the cut off day that I would loose the secondary measure. Again I waited and nothing. NOW I HAVE LOST THE SECONDARY MEASURE AND ITS QERB FAULT. I have even emailed the company to explain my problem by filling out a form on their website and have given them 10 days to get in touch but as usual they have not responded. How can you trust a company that does not respond to phone calls or emails. I would never recommend them and to be honest I knew I would have problems with the secondary measure as I had multiple problems with the primary measure. Yet they kept emailing me asking me for updates on my secondary measure until I had to produce a new quote then they stopped. Would avoid this company at all costs.

Very good company, very impressed with the work. The lads were very efficient! Very impressed.

Unimpressed. QERB were adding some additional loft insulation under the government Green Homes initiative.
The initial survey was well-conducted but the guys turned up 2 hours late on the agreed day. One was so fat that he couldn't climb into the loft at all. They came with no ladder or torches - I had to lend them mine.
The one lad who could get into the loft had no protection whatever against irritation from the mineral wool he was installing - no mask, no overalls - so he came out of the loft coughing and scratching, covered head-to foot in dust. The loft (of this 400 year old property) was known to be cramped and difficult to work in from the survey.

To his credit the lad did a good job and had some pride in what he had done, but we felt acutely unhappy about the conditions he was being made to work in.

An email to the company reporting this simply went unanswered.

Addendum

Seeing QERB's reply - and others they have made - is interesting. They prefer to attack the reviewer rather than sort out the problem. It is interesting that my email to them, which was sent a week before I went public on TrustPilot, was only "discovered" after I had published the review. I would have preferred to discuss the problem privately, but QERB didn't allowed that.

Whether or not the workers were subcontractors makes no difference - they were ill-equipped to do the task required, and it is QERB, not the workers, that I am reviewing in order to guide others as to the quality of work they can expect from the company.

That, after all, is what TrustPilot is about.

QERB recently fitted Solar Thermal panels to our bungalow in Cornwall through the GHG scheme. The process was difficult and time consuming as far as the Government department side of things. If it was not for QERB I can honestly say we would not have them on the roof today.
QERB helped us and to be fair if it was not for their advice and help I would have given up.

The fitters Frank and Stephen were very knowledgeable and a pleasure to have in the house. When they left all was working well and they left us clean and tidy. From the first visit from a surveyor (Chris), the office staff who were very good and all the paperwork arrived as promised before and after fitting. We did have a very minor leak which after one phone call was taken care of so can not fault the after sale service. So a big thank you from us. Mrs O

The chaps arrived early! They were really efficient, problem solving, and tidy! No mess, at all.
It was a sweltering day for-installing loft insulation, but it was done in good humour, very pleased.

Hi thank you for loft installation i found the guys happy and polite it was a hot day and i appreciate how hot that must have been working in the loft reccomend your company so helpful

The initial installation was left unworking & fitters (whom i'm assured are self employed) we're awful, However qerb energy have since apologised & have sent out two people to rectify the two faulty damaged thermostats, they also apologised & took the blame for leaving unfinished work.
The system is now working fine & as it should producing hot water.
Hence resolved problems.

I had loft insulation and smart heating controls installed. The two installation teams were very professional and the jobs were done to my complete satisfaction. No mess or debris was left behind.

We are 6 flats within a building and since September 2020 we have made our selves available for many visits and lengthy paper works with the view to get cavities insulation and gas central heating grants. Not heard anything for sometime so today I emailed Carl who has been involved in all the formalities here and this was his reply
"Unfortunatly Qerb are no longer paticipating in the eco scheme, I believe they are going to pass any leads onto an alternative provider, it is unfortunate but the desicion was made at director level so is out of my control, im sorry that this is bad news , but im sure something can be sorted for you!"
What is happening here? I actually thought the all experience was a shambles really so disorganised? We are given no proper explanation! Did they intended to let us know at any point? What does that mean they going to pass any leads onto an alternative provider? Was all this all for nothing?
BH

Issues hopefully sorted

Qerb Energy is a very professional company providing good quality boilers and have excellent customer service skills