Energy Innovation Reviews 24

My elderly mother spent £3000 pounds having her roof insulated September 2023. It was fitted before I could advise her accordingly. This job could have been done for a third cheaper. The insulation has now fallen down. I have been trying to contact the company to have it rectified leaving phone messages and emails, still no response.

Very quick to respond and remove a trapped pigeon from our chimney. After this experience we had the team back to fit cowls to the chimneys and refit the fires. Amazed how quickly they worked and how clean and tidy they left everything. A great job well done.

Very pleased with my new fire, reasonably priced, although I had an extra surprise as I needed a gas liner /cowl, the guys fitting did a good job 😊

Thank you. Excellent service from start to finish. Would highly recommend this company.

Would definitely recommend buying from energy innovation. Very friendly and professional from the people in the showroom to the guys fitting the fire in my front room.

We liked the fact that staff were decisive without being pushy. They were reliable, easy to communicate with and have done a professional job. They came to fit the fire while we were on holiday which is a win win situation. We recommend.

The lads did a good job and we are very happy with our new fireplace and gas fire, thanks.

I bought a gas fire with 7 year warranty from Energy Innovation in 2016. They supplied, fitted it and serviced it annually since then. They even registered the warranty for me.

In 2022 when a potential warranty claim arose, it emerged that the warranty was void because a specific servicing requirement had never been met. I asked Energy Innovation to meet the cost because of their omission. Andy and Mandy both expressed surprise that I should even consider asking them to do this. They stated that warranty matters had nothing to do with them, blaming me for not telling them what was needed, and the manufacturer for introducing a requirement that they did not agree with. Andy offered to do the repair for the trade cost of parts.

Having declared their position, I got no further response to my email or phone calls. I had to pay out over £300 in advance for parts to achieve progress.

I’m not happy with their service and cannot recommend them.

This company are absolutely dreadful to deal with if you have cause to make a complaint against them. I had the misfortune of using them to service and fix a gas fire in September 2020. They required me to pay for the service up front (which I duly did) but it was a shambles from start to finish with their engineer having to visit my home on four separate occasions - which was a concern in itself due to the pandemic. They then ordered the wrong part for the fire on two subsequent occasions, always asking me to pay for the parts up front which I did. When they finally arrived for the fourth and final time (November 2020 when the manager had told me no one could fix it as all his staff were furloughed) the engineer arrived again some two days later, but they then conceded that they still couldn't fix the fire and that was that, with me having spent around £160 in total only to be left in exactly the same situation I was in before I even rung them, with a fire that still doesn't work. (There was also black fingerprints left all over a powder coated white fire and no adequate protection was laid down). When I tried to explain to the manager, (Andy) on the phone why I felt I should be reimbursed at the very least for the service (that hadn't taken place) or the parts (that didn't rectify the issue so were they even needed?), Andy acted incredulous that I should even dare ask for such a thing and with that he hung up on me, petulantly refusing to discuss the matter further. All I had asked for was some refund for the parts that I had paid for that didn't work (and for the service that didn't happen) and all said in a very respectful manner, having never once raised my voice. Since then they have not replied to my emails. Finally, in order to resolve this amicably, I asked for a 50% refund - but again they did not deem me worthy of a reply and to date I am still to receive the receipts or any paperwork. I am now left with a fire that still doesn't work only I am much worse off financially. I would think twice before using this company to service your fire, their passive aggression and refusal to engage with customers is ignorant, disrespectful and upsetting.

Just bought an ex demo fire what lovely people so helpful.
Made up.

After having a £3,000 multi-fuel burner installed the wheel that controls the air flow started to stick. After a LOT of communications and multiple visits they finally replaced it. All's well that ends well I guess. Until I try get my first sweep by another company. I've owned multiple stoves previously so I was shocked to find out that it cannot be simply 'swept'. Instead of your usual £30-50 sweep it requires a disassemble, sweep and reassemble. Costing £150 every year via Energy Innovation. This seems like something they should have mentioned at point of sale. Multiple other companies have subsequently informed me they should have installed a 'hatch' in the flue for easy access. I contacted Andy the owner who's response was "you should have contacted us, we have a full service department." My response "ok so why is your service two and a half times more than that of the other sweeps?" He got extremely annoyed and unprofessional. He actually said to me "I'm not going to argue with you" multiple times. I repeated that I wasn't arguing I was simply requesting the reason why I was not informed of this huge annual cost at point of sale. I never raised my voice or swore. I have since heard from other people that their after service is shocking. Probably why they have such few reviews on Google and no review section on Facebook. On the bright side the installers were very good but I would still avoid. He hung up on me and now refuses to take my call. Petulant. He's lucky his industry is so loosely regulated otherwise he'd be in trouble for mis-selling.

From start to finish everything went well.Andy helped us choose the best fire for our home. Good price as well . The fitters Tony and his mate M were very clean and tidy and explained what was happening. We need a flue down the chimney no mess. Yes I will recommend. 😁

I am very pleased with my stove.i it was a good price due to Black Friday offer. I received good advice during initial visit. The installation went smoothly but I found the installers slapdash, leaving damage to plaster and wall around pipework plus chimney looking ugly with extra cement. All in all I am satisfied .

purchased an electric fire supply only - very helpful staff and would highly recommend

Very happy with installation and the team who installed it. Everyone clearly cared about the job. Gave 4 stars as very expensive. Also , downside of expensive surround explained after installation, not before.

From the outset the staff at Energy Innovation were helpful, professional and most importantly approachable. We knew we wanted a traditional looking gas fire / stove but had previously had ridiculous quotations and unhelpful information from other companies. Once we met with the people from Energy Innovation everything was explained to us in greater detail. We are delighted with our Jotel fire and have no hesitation in recommending Energy Innovation ! When they say they will do something then they do exactly that. If they provide a quote, it is exactly that without any last minute add-ons. The fitters were prompt, professional and extremely patient when describing the workings of our new fire and we hardly knew they had been once they tidied up after themselves.

Very professional and 100% reliable. That’s why I pay the monthly premium and I get what I pay for.

Fitting went okay. The original cast iron front needed angle grinding for the new fire basket to fit and the fitter was not keen to do this in case something went wrong. He lent me his angle grinder (it was better than mine) and I adjusted the fire front successfully with it.
We are disappointed with the look of the fire coals - the coal layer is 'shallow' and sits low. We were hoping that there would be more of a 'bank' of coals. The fire works okay and is simple to use.