aes-smartmetering.com Reviews 181

Totally in considerate, unreasonable and insensitive. I had a smart meter installation, the engineer said all gas appliances need checking. One of the burners was not with steady flame and he said that he will have to cap my gas mains and if I dont give permission, he will call the gas board to come and cap. I tried to tell him as well as showed him evidence that night before heavy cooking took place and oil had splashed into the burner. He was not interested. I pleaded with him, that, there is a newborn in the house as well as senior citizens with ongoing illnesses and by capping gas in the peak of winter will render the heating inop and I can get the hob cleaned within couple of hours. An independent Gas Safe engineer suggested to turn off the supply to the hob as opposed to the whole house. Again he was not interested and proceeded to cap the gas, issue the warning certificate and drive off without a care, consideration and compassion. I wonder, how many vulnerable peoples homes he has done same to, especially the frail and timid people? It cost me to get an independent Gas Safe engineer to come and reconnect my gas supply. Octopus really need to look at and alternative, more customer orientated sub contractor. Because this company fails on all accounts.

Had the engineer out to install a smart meter from octupuss…
he came into the kitchen and started telling me gas cooker was dangerous as the knobs where missing and said he would be switching off my cooker..
the cooker has a safety push in where it’s not dangerous and you can’t just push the gas on..
I’ve already had a gas safety check two months ago…
He then came back in the kitchen to tell me that he wouldn’t have to turn the gas off if I just put up with a faulty meter and top it up (already topped it up and the prompt button isn’t recognising the card) he was just trying to palm me off so he didn’t have to do a big job.

As Octupuss have already said they would put a smart meter on…

Then when he was outside I asked him how he was going to disconnect my cooker?
His reply was he was going to disconnect all the gas until I get a new cooker…
the cooker is fine I use the knob depending on what gas burner I need on.. it’s not dangerous at all….
Then he knocked on my door and said he wanted to help me and when I replied that he wasn’t welcome in my house with his doorman/womaniser attitude

He then denied he had said it was going to switch the gas off…
so frustrated with your rubbish service…
I have no gas and no meter and his reported it as dangerous and disconnected the gas completely
He was meant to fit a meter… disgusting bully… I will not be spoken too like it in my own home.
Had to pay £82 for a gas engineer to come out and tell me it’s safe so I could pass this onto Octopus so as I can arrange (yet again) a smart meter installer……also had to miss my Treatment at Adenbrooks hospital yesterday… and have to wait till the 19th to have another appointment… Thanks Lee Rees you absolute time wasting Man… and still NO GAS…. You should get a job as a bouncer…I have already emailed your company asking for them to get back to me..

Further to my negative review on the 16th December where the engineer failed to show, I am happy to report that the visit was re-scheduled and the engineer (Anthony Cobb) showed up on time and fitted the new smart meters. He was very efficient, pleasant and chatty. He explained exactly what he was doing, showed me how monitor worked and left me with all the relevant paperwork. All in all I was very happy with the service, it's just a shame that it took a negative review for AES to resolve the issue.

I wrote a miserable review on the 22nd December 2022 because I was cheesed off about a late cancellation and the fact I could not get through on the phone. However, the delay was only a week and I could not have wished for a more helpful individual who connected the building up. I wish there was a way to alter a review posted when being rather irrational and irritated. The cancellation was due to sickness and there was a lot of it about at the time. If the phones were answered more quickly then I doubt if I would have gone onto Trustpilot in the first place. I was grateful they could carry out the work in between Xmas and New Year.

This company are incompetent! They have cancelled the two appointments to fit a smart meter due to a fault. The second cancellation was done 3/4 hour before the end of my time slot to be fitted causing loss of earnings.Octopus should find another company to fit there meters as it is going to cause them to get bad reviews.
Update.Response from AES was that someone from their customer relations would be in contact, still no response and still not replaced faulty electricity meter.

I want to thank Tony from AES who fitted our new smart meters yesterday. He was very polite, efficient and kept me informed all the way through.

Would like to thank Miles from AES for fitting my smart electric meter today. He was extremely friendly, efficient and professional. It was a pleasure to meet up with such a lovely young man. Nothing was to much trouble, just an Exceptional experience. Thanks Miles Paul.

Meter tail upgrades on behalf of Octopus Energy. Engineer came at the agreed time, was very courteous, friendly, efficient and tidied up. Very good.

Our installer Deniz did a very (!) professional and efficient job of installing a smart meter at our place on behalf of Octopus Energy. AES sent me a text reminder when I was the next person to be seen, which I found helpful. Smart meter installation and integration with smart screen and other services was successful. Deniz was friendly, professional and efficient. Many thanks!

I had an engineer booked today 12/12 between 12-1600hrs. I sat without heating during those times. I called the company at 1635 was on hold for 20 minutes to then be told an engineer isn’t coming. Now I’m no genius but I kinda figured. No apology just “yeah theres a lot of snow so the engineer couldn’t get to you and we had a power cut so we couldn’t call”. Now call me sceptical BUT considering people spent a year or so working from home I doubt their communication systems were down, I doubt they’re using their personal phones to call me. As for snow (6inchs they have apparently) we as a country aren’t unable to deal with it, considering I’m pretty sure the snow hit London and surrounding yesterday. My biggest bug bare is poor customer service and this is what I received. Minutes later I received a call who sounded somewhat similar to the previous staff member telling me that they had a power cut, half the staff were sent home and then the other half. I very much doubt that I was the only person in the country today to be having my meter fitted but I’d be surprised if those that went home to work weren’t able to call all those that needed appointments cancelled. I sincerely hope I wasn’t being lied to as it sounds like AES had a really terrible and very unfortunate day! I did enjoy the second caller refer to me as darling……

Rubbish, they cancelled the appointment with no reason on the day midway during the time period for arrival. Didn’t bother calling, sent an email to reschedule with the dates a month away. Absolute joke, booked annual leave. I’m changing suppliers, they’re just so rubbish, always there is something as an issue

Our Smart meter was installed today by Mike. He was bang on time, very polite and efficient.
Great job done, very pleased

The installation of smart meters at my home for both gas and electricity was started on 26th November. The electricity meter was installed successfully but the engineer encountered a problem with the existing gas meter and could not complete the work. I was advised to contact AES to book another appointment and have tried calling their customer services several times. My calls are immediately put on hold and, after waiting for more than 20 minutes each time I’ve given up trying. An email also remains unanswered and I’m currently in limbo as to when the work will be completed. Absolutely non-existent customer service, despite their cheerful reassurance of being “happy to help” if you contact them by phone or email. Is there anybody there?

Update: AES contacted me and provided a report showing the levels of glycol. I appreciate the info, I've updated the review to reflect that.

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Visited to top up glycol in a heat pump. Although I repeatedly asked about the amount / concentration of glycol they added to the system they never provided a reply.

An engineer was due today to install new smart meters, on behalf of Octopus. I received numerous reminders about the appointment, right up until yesterday. One hour after the engineer was due to arrive I received a phone call to say he would not be coming. The new date I have is in five weeks time. I have to say that I had read so many poor reviews of this organisation that, though very disappointed and more than a little cross, I wasn’t particularly surprised when they cancelled. Why is Octopus, which prides itself on its customer service, using an outfit like this?

After many months attempting to secure an appointment for Smart meter installation, I received endless reminders from AES via email to make sure we are available, and I cleared my diary to be free from 8 am. On the morning the engineer was due, I receive a call to say that today's visit is cancelled, and was offered another appointment one month later. This will have taken 7 months in total - if they turn up in December. A very unreliable and disappointing service. I had also intended to use them to install an EV charger, but now looking for an alternative company.

Professional, helpful, friendly and courteous experience

Mike the engineer fitted it all with no mess. Swapped both meters and did a great job. Polite, friendly and explained everything well.Would highly reccommend.

Attn. John Hustler
Just wanted to thank Harry Jackson on behalf of myself and my wife. He was extremely efficient, professional and friendly while he was here fitting our new smart meters. He took the time to explain to both of us how everything worked, twice for me! and when finished cleaned up after him. Thank you Harry it was a pleasure to meet you. Andy

I had the most horrible experience with them after SO Energy dispatched an AES worker to install a smart gas meter at my property. Currently, I filled a formal complaint for the meter installation work done by the AES worker and the "service" I received from that person.

A few hours after the installation I noticed that there was no gas reaching my property. I contacted via phone the worker that had done the installation and explained the situation. We had several back and forth with him over the phone, and I sent him pictures that he requested and I kept on doing the checks that he was advising me to do. All along, I stressed that a professional intervention was needed urgently, but he did not come. Shortly after 5pm, the worker told me over the phone that the SO Energy service would take care of it now, and that I had to call the emergency line. But as I quickly realised, there is no emergency number from SO Energy (only an email, that I used, and to which there was no reply ever). After pointing out over the phone to the worker that there was no number to call, he reiterated that there is a number but that he did not have it, and after that he simply turned off his phone.

The day after, before SO Energy business hours (7:30am or so), the worker sent me a message asking for an additional photo, that I promptly send. He then said that he might have realised what he did wrong and that he would come. To that message I replied asking when he would come. The worker never replied giving me a time for him coming nor confirming that he actually would come. By then, I had lost all trust in him and shortly after 9am I contacted SO Energy, that dispatched an engineer.

At about 1pm of the day after the istallation the worker that had originally caused the problem showed up: I literally found him by the gas meter doing I don’t know what exactly. I informed the worker that an engineer dispatched by So Energy was on his way. In response he berated me telling that I was not supposed to call SO Energy since, 24 hours after leaving me without gas first, and hanging second, he had told me that he would come. I then invited him to leave the premisses since he was not authorised to be there, but he would not leave, becoming increasingly abusive. Fortunately, the SO Energey engineer arrived, and convinced the worker to leave the premisses - I was shaken and on the brink of calling the police at that point.

Let me add that we have a small child, that could not spend the night in a freezing house without heating and had to stay at friends for the night and washing in the morning. Furthermore, the incompetent work carried on the first day forced me to deal with this issues for the second day in a row - hence having to miss my work. And finally, I find it very distressful to know that AES sends workers that not only are incompetent for carrying out their work, but also are thuggish and aggressive, leave their work unfinished and leave the customers without gas for more than a day, and that wold not leave the property when invited to do so repeatedly, and would blame me for reporting the issue to SO Energy.

Given the above, I would expect a respectable company to put in place remedially actions. And to the very least: 1) black list the worker to coming to our postcode since, given his behaviour, he is not considered a safe person to be let in our gated community; 2) to undertake disciplinary actions toward the worker carrying the works - such a behaviour would warrant dismissal in any respectable company. Consequently, I'm filing a formal complaint.