Kozehome Reviews 71

Before you order be aware that they ship from America. I ordered from them on 29th March and light took over six weeks to arrive and also incurred an additional £80 in customs charges.
I tried to contact customer services, as the website is a .co.uk and the pricing is in Stirling. Nowhere on the website does it say that these items are from America, customer suervices just fobbed me off. I tried to leave this review on the company website, but they do not allow negative reviews. This is VERY dishonest!

One star is too much for this "company".
I had a solar installation & battery fitted by there 3rd party cowboys - eventually.
On my quotation in 2022 they said they were MCS certified - A LIE, , I checked with MCS when they got MCS certified they didn't have certification until 2023 for solar installation.
After they finished my "installation",in August 2023, it didn't work correctly - suprise & I chased them to correct the faults.
They eventually sent out another electrician - phillex in march 2024,, who I checked WAS NAPIT & MCS certified, he priced up the job to fix it & Koze came back saying it was too much & offered me compensation to basically take it off there hands.
I had to use a no win, no fee Company to get the money from them !!
I then got a local company to basically
remove everything & reinstall it to the correct & safe standards.
BUT then of course MCS won't issue a certificate , as it's now 2nd hand & Koze didn't have MCS at the time of the quotation, so didn't meet there MCS rules.
In hindsight, I should have taken Koze home To court...

This Is an honest and accurate opinion of my experience with this company.

Too whom it concerns

Hassle free boilers are part of the Koze group I would avoid this company like the plague please read my trustpilot review against this company please do your homework before dealing with this incompetent obnoxious arrogant cowboys I am going through a long legal battle against this company so far they've chosen to ignore which runs in my favour I'll continue down the correct channels until I get my day in court with them I'll expose them for who they are can't wait to see if they reply
to this!! and the excuse of its two different companies isn't an innocent one your all under the same umbrella you know exactly what's going on at Hassle free boilers.
As stated this is my accurate and honest opinion and personal experience with the Koze group incorporating one of there other interests and you should make your own judgement when purchasing.anything from them.

FB0163419 account details

On 27 Sept 22 I paid Koze £2393.19 initial payment for solar panels followed by a further £3350.46 on 21 Oct 22. That totals £5743.65. No installation ever took place and eventually on 11th Sept 23(ie very nearly a year later) i received an email from Koze (Alex Yumba) to repay what I was owed in three instalments - £1500 on 9th Oct 23, £1500 on 8th Nov 23 and the balance of £2743.65 on 8th December 23. Those monies were credited to my bank account on time. However I do not know what Koze had done with my money in the 12 months or so that they had it. If it was not spent on my contract what was it spent on?
It must have gone on other peoples jobs or on Kozes own financial needs. This means they have had an interest free loan at my expense with no compensation for that use of my money.What is it about Koze which lets them think that this is a proper way to treat a customer? There was no ring fencing of customers funds, no communication and there could not have been any monitoring either. The stress and anxiety this has caused an elderly customer and his wife is not to be underestimated. We have now lost all confidence not only in Koze but in the whole idea of having solar panels at all. The only positive thought I have is that I breath a sigh of relief to see Koze disappearing in my rear view mirror. They are lucky not to have been referred to one of the watch dog progs on the TV or the Small Claims Court.
At any rate may the reader not only be forewarned but must make up his or her own mind before dealing with Koze.

When we set out optimistically on our solar panel adventure with Koze Group in September 2022, we had absolutely no idea what a prolonged and frustrating journey to nowhere it would turn out to be.
If this had been a ship, we would soon have realised that it was far from seaworthy, the crew were incompetent and evasive, while we and other 'passengers' were stuck on board with no end to the voyage in sight.
Back on dry land, we had scaffolding across the front of our house for eight months with never a whiff of the prepaid for solar panels materialising, and eventually decided on the legal route to get our money back.
This produced very little positive response at first, but changes we now realise, were afoot behind the scenes in Koze world. At some level in that organisation there had been the acknowledgement that they were badly off course and likely to sink if a significant change of approach was not adopted.
New management, more honest communication, and acceptance of their lack of accreditation for solar panel installation has led, in our case at least, to a full refund of all our money in what is probably a difficult time financially for this firm.
We are appreciative of this, and very relieved of course. The hope is that all 'passengers' on this unseaworthy vessel will be treated equally fairly, and this should include for example, scaffolders, and other suppliers of services to Koze who may also be owed money. We are hopeful that those now in charge will continue steering this ship on a better course. They will need to if it is to survive

This is an updated review to m y previous one. Having had a very poor experience over the last year with Koze and their previous management team, I am pleased to say my faith is restored. The new management team, in particular Fiona Farnsworth have good communication skills and integrity. I have no doubt that with this new team in charge, a detailed strategy and clear production and implementation plans, the company will continue to grow and operate at it's previous high level.

In October 2022, we signed a contract with Koze for solar panels and made a second payment a month later having been promised installation in December. Six months later, following many excuses and broken promises we cancelled the contract and requested a refund. We were immediately promised an installation within 4 weeks, at a 20% discount which we accepted. However, there followed more excuses and delays and then in August 2023 they stopped answering our calls or emails. Taking advice from a consumer group, we took Koze to the Small Claims court and as a result of this, we got all our money back 4 weeks later. You apply to the court online, and it is quite a straightforward process that only took an hour or so to complete. You pay about £450 upfront, but if you are successful, then you are reimbursed for that too. An added bonus is that you can also request interest on your payments of 8%. This company is the worst we have ever dealt with in our 45 years as homeowners.

Received a quote on 3 November 2022, told 8 weeks.
It didn't happen.
9 February told it would be in March.
It didn't hapen.
16 June, the wreckers arrived.
Their cowboy and his daughter walked on the tiles of my park home. Leaving a trail of untold destruction. Bent tiles, and roof trusses exposed. There was no dongle connection to my wifi.The field manager inspected and admitted liability, but nothing happened. I sent in a quote to repair the roof damage met with silence.
In August MCS revoked their accreditation. Great excuse to do nothing about their disaster.
Then they offered to fix it provided I signed a waiver!
They are incompetent, and I suspect lying.
Beware.

This is an update to my report dated 10.09.23. I have just received email confirmation from Koze indicating that what I initially paid to Koze will be repaid in three instalments - £1500 on 9.10.23, £1500 on 9.11.23 and £2743.65 on 9.12.23.That represents everything I paid to Koze, without any deductions. If this happens without further difficulty, I will call it a day.

Had the worst experience I have every had with any company working for me they took 6 months to Fit SOLA panels the scaffold was up for that length of time Also had an ASHP they were so unreliable had to get another company to finish the work My advice don't use them

We cancelled our order with Koze homes, placed October 2022, because they did not proceed with the installation within the timescale estimated. We had paid a one-third deposit, and we are still awaiting the return of this
B R Barry

it took 7 months for koze homes to install panels after they said they would be installed within 6 weeks after i signed up at the moment working ok have been trying for 3 months to get MCS certificate and warranties to no joy had text 7 weeks ago saying will be with you soon this i do not belive as they do not tell the truth i am now thinking of taking the matter farther

Excellent company to work with. Excellent customer service and competent staff. I have no concerns about recommending them.

I had been considering solar panels for a while, but was hesitant due to the cost and potential complications. However, after speaking with Koze and their team of experts, I felt confident in moving forward with the installation. The communication from the team was exceptional throughout the process, and they took great care to ensure everything was done to the highest standard. The workmanship of the installation team was impressive, and I am thrilled with the results. Not only have my energy bills decreased significantly, but I feel good knowing that I am doing my part for the environment. I highly recommend Koze for anyone considering solar panel installation.

Great experience with Koze for my solar panel system from start to finish. Would highly recommend and big shout out to Sarah, Stephen, Anna and Darren for going above and beyond with your customer service.

Yet again I am writing on behalf of my elderly neighbour john Norman this is the sixth time i have wrote a review to get a response, he's been waiting for solar panels and batteries installing since September last year his invoice number is # invoo1279 and job number is 10000172 address Is 23 Bs200bde now say its fake review koze home and He’s speaking to a solicitor as i type this no one has phoned no one has contacted him what sort of company takes money from a elderly man if they not going to install solar panels and batteries or intend to or even give his money back , like i said its a year coming up september and hes paid the first instalment and second instalment totalling 4 ,730 hes been waiting since September last year for god sake ring him and pay him what you took of him reporting my comment has not genuine to trust pilot i have all the paperwork john has giving to me so if you want proof i can actually send you a pic of youre contract that you have sent john its about time you paid the man what you owe its coming up to a year and hes got no solar panels no batteries and nearly 5 grand out of pocket isn’t about time you sorted it out no phones calls from no one And don’t say you rang him you haven’t no one has , also been reported to watch dog total scammers fast enough to take the money , not follow through with putting up Solar panels and batteries its nearly a year , wont give back refunds

Do not use this company, avoid at all costs. I’d give 0 stars if I could.
In October 2022 we received a quote from Koze for solar panels. They were keen, contacting us on a regular basis up until a deposit was paid. They never contacted us directly again about installation, we constantly had to chase and after repeated promises of installation they never turned up on delivery day.
We got in contact with the CEO who said this was unacceptable, but turns out he is no better.
A new installation date arrived and a scaffolder turned up and told us he couldn’t install the scaffolding due to issues with our roof that we had spoken multiple times to the salesman and surveyor about. He then drove off without saying he was leaving while we were trying to get in contact with the Koze office to find a solution.
We cancelled the contract as they clearly couldn’t fulfill our order.
We then received an offer of less than half our deposit back, claiming incurred costs by us turning their team away (which didn’t happen), surveyor costs (who didn’t identify they couldn’t actually install the panels so as good as useless) and purchase of materials to start the job (of which no materials were ever seen).
We disputed this offer and detailed extensively why they had breached contract on multiple occasions and we have never heard from them since despite multiple emails and calls.
Have reported them to the watchdog and going to have to pursue civil action to get our money back.
Stay away and do not use.

They have agreed payment but it is taking months for them to give my refund back, please can you give my refund back.

After getting your message I still want a full refund. Thanks

Seeing as Koze homes have taken the time to reply to my last review dated 26th Jan I thought it was only fair that I do the same.
I can not stress how much you should avoid this company. They treat their customers with such contempt that you can not believe a word they say as it is all lies and stalling tactics.
As they stated the ASHP is nearly complete as it has been for the last month. up until that point the installer turned up a for 3 days out of a possible 16! The weekend working time constraint was 100% imposed on themselves as they were given months warning that I was going to be working away and despite further promises to complete before that date they failed yet again (this is ignoring the fact the heat pump should have been installed months sooner anyway). I was told they were going to be here to complete this last weekend but again they failed to turn up.
The delays in ordering were partly down to the supply chain as they have stated however the bulk of the delay again lies with Koze. My order was placed in May 2022 and yet they were still messing about changing the spec up until December 2022. delays in the install have been supposedly due to missing ancillary parts such as 28mm coper pipe which apparently takes weeks to arrive! The buffer vessel caused further delays however if this was ordered in good time then there would have been no issue.

After waiting 10 months for the solar install I have now cancelled the order and it appears I will be having a long drawn out battle to get my money back...

Further to Koze reply, yes I have been working away since Christmas however if they had installed the ASHP as promised on multiple occasions in the 8months prior to me working away then it wouldn't have been a problem! This is just another excuse, one of many you will get from this company if you choose to use them. Even after agreeing to work weekends they have only managed to turn up for 4 weekends out of a possible 20 and the heat pump itself is still sat on the pallet in the exact spot it was delivered to in January.

Further update. 20 months after ordering my ASHP is still not turned on or commissioned. Currently been waiting 4 weeks for s basic replacement part that was faulty. Reading other reviews there appears to be 2 sides to this company. Communication has improved since the management changes and the guys doing the work are great however the service delivery is still shambolic and not worth the time and stress involved

The installation of an air source heat pump at my home, run by Koze Home, has reached 6 months in length, does not provide adequate heating (cannot reach 18C indoors with outside temperatures below 5C), and cost me £15/day in Dec, Jan and Feb on top of my normal electricity bill. Part of the delay has been due to a dispute between Koze and the installation company over payment. I have received minimal responses to emails and Koze cannot be contacted using their telephone numbers. They do not respond to answerphone messages. Koze Home need to examine their methodology with respect to software-based heat loss estimation. They must respond to customers in a way that leads to resolution of the problem and take responsibility for leaving a young family cold over the winter. Unless they can learn to put the customer first, please avoid Koze Home.