aes-smartmetering.com Reviews 181

Wrongly wired up which meant a loss of power to our house from 08.20-16.45, including to all our fridges and freezers. Simple check of our lights would have shown a problem but that did not happen. Reported it to SoEnergy, who were evasive and useless beyond belief and told me to appoint my own local electrician to resolve it, at my own cost and to make it safe for their employees and contractors to revisit! Resolved by local electrician. AES arrived afterwards to tidy up and put tags back on the meter.
Complete day of waste and frustration.

Very disappointed with the service I’ve received. Incorrect Gas valve was installed and now the Enclosure does not shut. Water is slowly filling up the enclosure. I’ve had no response from AES with timelines etc. to get this resolved. Initially I was told to get a local handyman around to replace the enclosure at my own expense. Nice try!!!

Absolute shocker - smart meters have been fitted but in the process the installer has created a gas leak resulting in my gas being turned off - now with no hot water / no heating. Claims the leak was pre-existing!!! No chance never smelt gas until the meter was changed!!!! Fitter left and manager refused to help. Now need a good lawyer unless Octopus solve this by tomorrow

Appointment in January from 14.00 to 1700.
Engineer turned up at 17.15 when it was dark so unable to fit smart meter. Had my wrong phone number so was unable to contact me. Did this result in my electricity meter serial number on my records changing. It has taken 3 phone calls fo SO energy to take this seriously. Have had to send them photos of the meter twice. Still awaiting SO energy to fix it! Tempted to change to Octopus energy but they use this firm as well.

Appointments repeatedly cancelled. I am being told on the phone I have to rearrange the booking appointment. I have been attempting to get a smart meter reading (as my meter reading is not working/showing) by an engineer, and this is since November and today yet again it has been cancelled. The customer service is terrible they never let me speak to the supervisor or manager!!! I have never been disappointed in my life like I have with AES customer service. The appointments are over a month away and always cancelled in the last minute. !!!! I would give it zero if I can.

What brilliant service! Sam Garland was fantastic,polite, informative and very thorough. A pleasure to have him visit.

If there was an option for no stars I would be prodding my screen furiously. AES have not turned up for appointments, cancelled appointments last minute, booked an engineer for the wrong day, and brought incorrect tools for the job. As a result I have wasted time off work and we have waited 4 months for smart meters. Please avoid using their services!

Been trying to get a working IHD since the original meter fit in April 2023. Numerous cancelled visits/no shows and visits where fault hasn't been fixed. As a retired Engineer I researched the equipment and it is patently obvious that the 'person' fitting the meter /supposedly fixing the problem doesn't understand the first thing about how they work !!! ...... Octopus are also just as useless.... AES & Octopus deserve each other...Thank God there's an Ombudsman !!!

The Gas meter has not worked since the day and hour I had them. They say they cannot replace it not can they fix it.
I do not recommend anybody to change over unless there is a guarantee that they fix the problem.
Still forced to take manual readings every month!

My energy supplier sent this company to my home to install Smart Meters. Nobody attended at the appointed time slot so I contacted them and was advised that their portal showed the engineer “on site” but he wasn’t. An engineer arrived 45 minutes after my call , explaining that he had been taken off of another job to come to me. He was not happy. I showed him the location of my electric meter whereupon he sat on my solar battery and proceeded to have a heated telephone conversation about being taken off of one job to do another. My wife suggested that if he did not want to be here he should leave. He responded by telling my wife not to listen to his conversation, how rude, sitting in my home, having a row with his boss.
He changed the electric meter and then went to change the gas meter but returned without completing the task, saying that it didn’t fit.
During the 3 hours that he was on site he appeared to be very slow and difficult to talk too. On a couple of occasions he handed me his smart phone and told me to “sign here”. When I asked to read the text he told me “that is nothing to do with you, just sign” I did sign with an X.
As he was about to leave, my wife said that our central heating boiler was not working. I went to check and re-started it. I heard him shouting to my wife that it was nothing to do with him, at which point I intervened by telling him to get out of my house.
Overall, a very unpleasant experience

judging by the way the w***** I've just encountered cutting up traffic in his van and generally being a complete t*****, I wouldn't trust him near any home or energy system.

Had Gregory come today to sort out smart meter for my gas and electric with Octopus. He was very friendly, helpful and informative 5* service. Thank you

Absolutely awful company. Don’t take accountability for their mistakes. Have a sister company who have all your details, but apparently it’s a separate company and nothing to do with them. Awful treatment

Leaving 1 star as it's sadly not possible to leave 0. Called me to arrange a smart meter upgrade appointment on behalf of our energy supplier (So Energy).

Did not turn up for the appointment (that I'd taken the day off work for) nor did they call me to cancel. This also inconvenienced my neighbours who had to clear their drive to facilitate meter access.

Now switching energy supplier and won't use anyone who employs these clowns. Lots of reviews saying similar, just wish I'd read them before today!

Scott, the local AES meter engineer, arrived on time to replace my gas smart meter which had failed after only 13 months of use. He is courteous, efficient and induces confidence.
This is in sharp contrast with SO Energy who dragged their heals for four months before accepting the meter had failed. It was very unpleasant and stressful dealing with them, they rate only one star.

Appointments repeatedly cancelled. On being told to phone them to rearrange bookings, it is impossible to get through and I find myself on hold indefinitely (for over an hour at a time). We have been attempting to get a smart meter fitted since July, and find ourselves cancelled on yet again today. Atrocious service. So disappointed that Octopus continue to use AES as a subcontractor.

Graham txt'd to say he was on his way at about 10am arrived 10.30.he got straight on with it electricity was off for about 45min. He then done the gas. Finished around 2 pm. He was tidy and efficient with miimum interruptions.

They sent me 5 reminders of the installation date, but they didn't show up, or let me know. Shame on you AES and Octopus

Have been trying to book a smart meter install with AES via Octopus since October but have been unable to book the appointment online and requests from Octopus to AES to contact me to book the install in went unanswered.

Finally got through and booked an appointment at the start of November for today between 1pm - 5pm and was advised the engineer would be in contact with an ETA on the day.

No contact received at 4pm so decided to phone AES to check - after almost an hour on hold (now after 5pm) I was told that they wouldn't be able to install today as despite the engineer being willing to attend, the meters wouldn't work as their commissioning team finish at 5pm. Only option was to rebook for the next slot which isn't until the end of January.

Complete waste of a day off work (not to mention the financial cost of this) and now over a month to wait again.

Had an appointment for a smart meter installation between 9am and 1pm. Unfortunately we waited in all day and no one turned up.
I saw the Smart Meter van parked about 10 houses away at around 8.30am with the driver sat on his phone. It then drove off just after 9am.
My husband missed a call from AES just after 11am but after ringing back 5 times and waiting to speak to someone for approximately 20 minutes each time, no one answered.
2 days later, still no contact and no installation. Disgraceful customer service.