Eco Smart UK

Would recommend. Overall very satisfied with the system installed and service provided. There were a few bumps in the road but these were all sorted in a satisfactory manner.
- Salesperson Gavin was excellent. Helped us get the best system possible, made 3 visits to our house and adjusted the system to our requirements as we requested. Nothing was too much trouble. Only one improvement should explain the length of time it takes to get the pack to be able to sell to the grid as we were shocked this was 12 weeks.
- Delivery of the items was done by a friendly guy however some components were missed which caused a delay to the completion of the installation.
- Scaffolding was erected on the morning of the installation. seemed pretty efficient.
- Roofers who did the installation were good. Broke a tile during the fitting but went and got a replacement.
- Electrician very helpful and did a good neat job.
- Scaffolding removal was done while we were out the day after installation. They left a right mess, give them guys a brush next time please.
- Technical support Shaun has been outstanding helping us understand and use the system.

My solar panel installation was carried out on Monday after I had opted to get planning permission for its installation in a conservation area, an area of outstanding natural beauty, and the green belt. The work was carried out in a day by a very efficient team of young men. The details of the system that would suit my property was discussed at the time of the quotation and compared favourably with others that I had sought. The system is now fully operational and producing exactly what I was to expect. All in all an efficient company who was a pleasure to deal with

Having had a couple of quotes and unhelpful visits by salesmen from other providers, I stumbled across this local Retford firm and decided to give them a try. Their response was prompt, clear and helpful, discussing during a free site visit what would best suit me and explaining the need for a (25%) deposit if I ordered. When I decided to buy, they gave a clear, precise and acceptable quotation. The battery units were in stock and they fitted them within a week. The units are compact and well designed. A couple of minor teething problems were resolved quickly, successfully and amicably. Admin staff processed payments helpfully and smoothly. On the downside, I have not found the free software to monitor performance particularly easy to use, so I am looking at using other free software as an alternative. All in all, a satisfied customer.

After such a wonderful purchase and installation process, I was so impressed I gave them a 5star review (see Jan 2023).
After finding small issue with the electrical installation ,Sam in customer service has dealt with it ,arranging for it to be sorted very quickly. Initially the reason I was having problems contacting the company was somehow I had the wrong email address.

I would not recommend this company. The wire connection to the box is very poor, no protection in open cables, very unsafe. The wires have been left loose below the house main door. Invertor was replace due to a fault, but even sending the evidence it seems like they don't read it. They come several days without confirmation and can't do anything because we weren't there. Customer care normally don't know what is going on, need to ask for manuals and guarantees as they wasn't included in the pack. Installers are contractors and seems like they haven't read any of the information about what and where to install. System finally works, but do not expect any information, they would just install the invertor app and that it is.

Sales person was great.
Installation team were friendly but this is where the long list of issues began…

SolarEdge system was installed, electrician didn’t know how to install it, took him a day and a half because the DIP switches weren’t set (this is in the manual).

2 days after installation on what was a sunny weekend the system kept tripping because the electrician installed a 16amp breaker for 7,290kwh worth of panels with a 6kwh inverter. He came back out a day later to replace with a 32amp breaker and fit larger cables (electricians and those with a basic understanding of these things will laugh at this I’m sure).

Optimisers were not registered, roof team had to come back out to read the barcodes off each optimiser. This meant lifting all 18 panels up. They were not put back straight. The power also tripped when they touched the panels (RCD breaker tripped). I had a roofer out to repair some roof tiles a few days later who accidentally brushed his arm against the frame of a panel and the RCD tripped again. I was told this was normal which IT IS NOT.
The different electrician who came out a couple of weeks later installed a break out box for the solar system breakers away from the main consumer unit and said he touched the panels following this work and he was not shocked / RCD did not trip. I’ll take his word for it because I imagine 30ma of current isn’t pleasant so I won’t be touching a panel myself to prove this.

7 weeks and we are *still waiting* for the optimisers to be registered so we can see the panels.

7.290kwh panels on the roof but the inverter they specified is 6kwh so the system maxes out at 6kwh meaning I’m likely losing out on solar generation.

No update with regards to DNO / G99 application.

No handover pack or walk though of the system (I’ll give them the benefit of doubt here and say they are waiting for issues to be resolved before they do this).

Was told by the surveyor that the DC cable runs outside of the building will have trunking, electrician decided not to do this and did not ask either.

DC cabling wasn’t installed with trunking in the garage either - this was rectified 4 weeks after install.

Batteries hung on the wall skew, still waiting for them to be remounted straight.

CT cable not giving accurate readings, says the house is consuming many kWh hours when everything is off (bar a couple of things on standby).

To be fair and transparent the company has sent out electricians on 4 occasions since the initial installation on the 10th of May to rectify this and they, like all other workers are friendly and helpful but the issue is still unresolved.

Rubbish left on my roof and gutters, cable ties, brackets from the panel mounts, cigarette butts, etc. - been chasing for 7 weeks now and no update or response about this. My roof and gutters still have rubbish and hardware since the 10th of May.

Scaffolding team knocked a bird bath over which caused it to break, it’s fine, accidents happen but we are still chasing for replacement / money, I’ve had no response from them about this.

List goes on but those are the highlights.

I have been chasing for over 5 weeks for updates with the only responses back being ‘we will send an electrician out next week’ and so on.

My complaint and ‘buyer beware’ is for the total lack of communication and updates on the issues.

I work in the tech sector and totally understand that things go wrong and people make mistakes, this is normal and expected. I also like to think I am a patient and understanding customer. We have not once been rude or abusive to any of the on-site teams or folks on the phone, as I said, stuff happens, it’s normal, it’s what a company does and how it deals with it that matters and this is what I absolutely hate and what has ruined this entire experience for us.

The lack of communication and regular (none in this case) updates from Ecosmart. This is *the only thing* I have been asking and complaining about - begging them for updates and all I get in return is silence.

It’s been just over 7 weeks now so I have given then an ultimatum before I escalate to HIES and my solicitors.

Would I recommend them to anyone?
NO, not because of a bit of sloppy work and challenges with CT interference. I would not recommend them because of the total lack of communication and updates. If your install is 100% successful straight away your experience will be 5/5, if you need to rely on after sales support then BE WARNED & STAY AWAY!!!

Unfortunately I am very unhappy with the customer service, it is almost nonexistent. I have even wrote to the MD who has not had the courtesy to reply. The staff in the field were very good, but the office staff not so.
All I can say is BUYER BEWARE.

Took 3 months to complete first installation. Took about the same time to complete the second installation.

You may have seen my previous 1-star review for this company. And although I think my concerns could have been dealt with much earlier than they were, the issues have been resolved, and I'm super grateful.

The adjustments have made a world of difference to the look of the house, and I am finally a happy customer. Thank you to the team for your help.

A very easy experience from start to finish. Ainsley was helpful and professional, Siobhan was charming and efficient and Jay and his team were superb. Fitting carried out in one day and operation fully explained from start to finish. Cannot speak highly enough.

I have wanted Solar panels for a long time and the quote from Eco smart was very competitive. Ainsley was great from start to finish getting me the quote and supplying all the information I needed. The fitting was scheduled within a few weeks. The fitters were friendly and knowledgeable and went through the app with me. They never stopped for a break. Overall a friendly and efficient service.

From the initial appointment to discuss the system, to the day of installation, everything was seamless. Every department that we dealt with were highly professional in the way they worked with us. We were referred toEco Smart UK & we would have no qualms in recommending the company to others. A job well done. Thank you.

We chose EcosSmart because everyone from sales onwards was very straight and not pushy at all. Unlike other companies we had consulted! They also came in best on price, and amended the quote several times in response to our evolving plans.
In the event we came up against the problem of needing planning permission, due to our unusual location; and we decided against proceeding. EcoSmart fully accepted this, and, again, didn't try and push us to proceed. They gave us a full refund despite all the time spent on our case. I would use them if and when we revisit solar.

The whole process has been pretty much flawless. Very impressed at the speed, flexibility, and solution.

Customer support has also been super helpful and fast to answer any questions I've had so far such as setting my system up to be able to export to the grid.

Edit: It's been over 5 months since I submitted this review and have not received my MCS export documentation, meaning that I have not been able to export any of the electricity I have generated. Extremely disappointed, sometimes going for weeks without a reply or update.

I have also found out that this company is NOT MCS registered so I don't even know how I can export all my excess electricity going forward. The next step is to pursue legal action as I have been extremely patient for many months.

Edit 2: The above has now been resolved and I have all the documentation I need to export via Octopus. Increasing the star review to 4 stars now and I'm happy with the outcome, even though it was a bumpy ride.

Edit 3: The company promised reimbursement for the months I lost due to no ability to export, hundreds of £££. Nothing. Phone, email, Instagram and WhatsApp getting no reply.

After spending a very long time finding the right company, we had EcoSmart round to quote. David came and answered every question with confidence. An independent survey was completed within 3 days of confirming the order. Installation 1 week after. The whole system was installed in a day by a great team. They went above and beyond to ensure a quality install, leaving space for additional batteries should we decide to purchase them. I would highly recommend this company.

Excellent quick service, did what they said from start to finish, very knowledgeable and trustworthy company. Had my system fitted at the start of the year and could not be happier with it.
Even when we have contacted after having the system installed with any queries someone has been quick to react and come answer any underlying issues.

Its now over 6 months since Ecosmart started our solar panel installation and it has not once since then been safe or worked properly . It is now over 5 weeks since Ecosmart last contacted us. They have still offered no solution at all to the issues. Although, one of the many electrical contractors who worked on the install has contacted us directly and is keen to come and correct the electrical wiring issues that are non-compliant with the current regulations. It looks like the only regress we are likely to obtain from this company is through taking them to court. I could not recomend them to anyone.

Had solar panels installed by eco smart and it has been an absolute nightmare. Whole system wired incorrectly so the smallest amount of sunlight and the system trips. Today minimal sunlight and I have had to reset the trip at least 8 times. Bird guard fitted with double sided tape now lying in our guttering. Last contact from anyone at Eco Smart 5th April. In reply to your response to me - my husband has not heard anything from yourselves since 5th April how is that resolving the issues we have in a timely manner - it is only since the weather has improved slightly that the serious issues have come to light and how were we to know the bird guard was going to come away within a matter of weeks.

EcoSmart did a great job of adding to our solar panel array and installing storage batteries in the roof space. The installation (and scaffolding up and down) was completed in one day, by an efficient, considerate and good-natured team. Excellent communication from the office team too. Highly recommended.

Would like to start with thanking Ady who came round and explained everything I needed to know about the system and customised the system to suit our busy household... ...top work. I wanted the solar panels integrated into the roof and enough battery power to run my house during a powercut. I can't fault the whole operation. The scaffolders who came we're really quick, efficient and polite. Joe (roofer) and the team who integrated the solar panels perfectly... ...amazing work. Jordan the electrician and team we're also amazing always explained everything that was going on and was no trouble to put cables runs where I preferred them to be! The office also Siobhan was a pleasure to deal with for all the admin side of things. As said I would recommend this company to anyone who is thinking about having a solar system installed. VERY SATISFIED