aes-smartmetering.com Reviews 181

Engineer turned up quite late in the day (5:30pm) and immediately started complaining that it was probably late to start doing anything, but was going to make a start anyway. Left him to it and heard him drive away 2 minutes later, didn't even bother knocking to say he was leaving.
Like many others, impossible to get anyone on the phone, no message or option to rebook, no reply to any contact. Ironically they seem to have the time to reply to comments here though so who knows?

Useless company, no idea why Octopus (who are actually decent themselves) still partner with these guys.

Worst company to deal. Booke various appointments and it gets cancelled on the day without engineer coming out. Called on various dates. After holding for 30 minutes I get fed up and put the phone down. No response to various requests.

Waited in all day for a 9-1 appointment, called this useless company to chase periodically throughout the day and was told at 3pm that the job was aborted, with no reason.

Useless engineers, useless customer service, no wonder the reviews are so dreadful.

Scott visited my home promptly - but also had messaged me the evening before he came to double check what type of smart meter I had. I was wanting it removed- as it had failed & SO Energy had not provided sufficient detail about my existing metering.

He was polite, told me when he was going to switch off the supply etc. then explained what the impact of a traditional electricity meter would be on me. I would have to read & submit my meter readings etc.

Scott was thorough in his work, he was my ideal person to explain everything to me.

5 stars to him.

My electric smart meter was installed very efficiently by Sam G. I would have given the company 5 stars but although I was expecting to have both gas and electric meters fitted, Sam was only qualified to fit electric. I feel I should have been told about this in advance. I now have another appointment to fit the gas one.

Supposed to fit smart meters 31/10/ 2023 between 12- 16:00 got a call at 15:15 saying they could be an hour to an 1-1/2 late which would have meant sitting in the dark so cancelled when they hadn't attended by 16:00
Rescheduled for 2/11/23 09:00 - 13:00 got call saying they we be late again and then immediately another call saying they would not be attending at all. B____y useless

Aes fitted an ev charger in April with a load limiter on as our cable needed splitting from the next door property. I have no issues with this all went well. The remidial work was completed in July, but after trying every email and contact number and speaking to various people who passed me on I have had not one response back. So my car is takin bfar longer to charge than it should. I am at the end of my patience now.

Nebil came to fit our smart meter yesterday - he was great and got the job done swiftly! He was efficient and helpful - taking the time to show me how it all works. Great customer service, thank you!

No hot water and no heating since Monday last week after the AES engineer installed a new Gas smart meter!!!
I have been emailing and calling both AES and Octopus numerous times to explain my issue and have an engineer coming back to my property to fix the problems.
However, my emails to AES were not delivered due to a technical fault. The waiting time to call AES is more than 20 minutes. And there is a serious lack of communication between Octopus and AES as both tell me to call the other party.
Still waiting to have a repair in this freezing cold!!!!

The saga continues…. They turned up announced and I wasn’t home. 🙄

Dreadful service. We were scheduled to have smart meters fitted for a gas and electricity supply having been encouraged to do so by Octopus. On the day the engineer arrived and very curtly told me that he would only be fitting an electricity meter (no reason was given). When he left he advised that AES would be in touch to reschedule fitting the gas smart meter. Since then (17th August) we have heard absolutely nothing and four emails to the ‘customer service’ team have been completely ignored.

Company is a complete waste of time and lacks any shred of common courtesy.

Horrible service! The engineer had no show record last 2 weeks ago. And he comes today after I give the call to the Customer Service staff twice times today .The engineer attitude very impolite and disgusting. He just said the staff didn’t write down my order must be arranged to be the first order, so he late. And he always show me the angry face and reply me the very bad tone. He said me rush him, but I didn’t. I just need to leave before 14:00pm, it’s 12:41pm right now, I have no reason to rush him. I heard that he also use the same attitude to his customer service staff. Very bad experience with this company, this engineer, and regret to change the energy service from British Gas .

sham of a company no boby turned up should be reported to the omudsman there not fit to do the job required of them

Took me nearly a year of pestering Octopus and being held on a "waiting list" to have smart meters fitted (my current meters were fitted in 1994...). Finally got an appointment for today (18 Sep 23), which I waited 6 weeks for. I received an email reminder every week leading up to the appointment, and a text message the night before.
I arranged my working week around the appointment and took the afternoon off to be in for the 1200 - 1600 slot.
At 1430, I still had not had a call from an engineer to let me know they were coming. After reading the Trust Pilot reviews I decided to ring their phone line (website doesn't work), I waited for 15 mins on hold before someone told me no engineer had not been assigned to the job. Somone was supposed to ring me at some point. Excellent!
To make matters worse, the next appointment they could offer me was 31 Oct 23. Absolute joke of a company.

Octopus energy partner with this company to install smart meters. The first appointment was made and then cancelled just before it was due to take place. The second appointment no-one turned up and they let me know 3 days *after* the appointment that is was cancelled!

Their website to view any kind of status was down and if you try and phone them,you will be put into a queue for at least an hour, after which you can get disconnected or the call is dropped by them.

Avoid AES and Octopus Energy if you can!!

Since fitting a smart meter on a duel fuel system we have had no hot water. Engineers have visited twice but still the problem is unresolved. Today, 8 September 23 the telephone has been “unavailable “ all day. Very unprofessional

Another dissatisfied customer - like many others, I've received another cancellation of my so-called smart meter installation. Why does such a company get contracts if it can't find staff, nor run an efficient method of contact? And trying to escalate a complaint is a nightmare.

The 5 stars are for the fitter ,David. Fast efficient friendly and chatty, spot on. The company itself gets 1 star. The initial email for a fitting LOOKED like it came from octopus energy, but in fact it was from Aes-smartmetering, that immediately gave me a red flag warning. Due to you also having no website I initially thought this was a scam company.
You don't even have a website (aes-smartmetering.com). In this day and age, for heavens sake spend just a little bit of money and get a website, you will look much more professional.

I've been on hold with this company for over two hours.

I have had three appointments with AES to fit a Smart Meter. I have waited 5 hours on each occasion and no engineer showed to do the install. Why o why does Octopus use such a poor performing company. I did manage to talk to AES once, they said that the engineer went to my property and that no-one was at home. Complete lie. They don't even phone to let you know they will not turn up. All I can do is complain to Octopus again, but based upon my discussions so far, it seems that there is nothing Octopus customer services can do. I will be writing to Octopus MD re my grievance and try to get further negative publicity for AES on the BBC.