Evinox UK LTD Reviews 

Great service from making an appointment to having the appointment
Friendly and efficient

First class service once again. Thank you Evinox.

Spoke to a lovely lady late in the evening when the heating had gone in my house. Organised an engineer to be with me first thing in the morning! Very efficient.

The knowledge of the engineer on our very specific boiler is great - very helpful and able to solve the issue

My first ever Trustpilot review. It says quite a lot about how motivated I am if I decided to create an account and give one star and write a lengthy review. Actually, instead of writing the review, let me paste the email I sent to Evinox which talks more about their 'fantastic' service and shows more detail into how big is my frustration caused by them.
Here goes:

Hi,

I am writing this email to file a complaint about your services and generally voice my opinion about the way you operate.

I cannot quite understand how come Evinox has managed to not be pursued legally through any kind of regulators just yet. My opinion of you is very much reflective of the ones posted online through Trustpilot (94% bad reviews and only 6% average, NOT A SINGLE POSITIVE REVIEW), but you surely must already know that. And yet you still carry on as usual.
You do that because, like me, so many other tenants in other buildings are legally bound to stay with you as our heating provider. Cheeky. And so is the fact you are not a member of Heat Trust (one would wonder why, it's not like you don't care about your customers' rights, do you?) because who needs accountability?

My complaint is, above all, that the facility charge is almost twice as much as our actual energy cost. Now, you say facility charge is to cover 'the whole billing service' - basically your maintenance fees. Now, since you don't work weekends, your website clearly cannot be relied upon (as Lisa clearly pointed out above - it's just calculations) and can change within one day from £14 of balance to suddenly £200 to then be dropped to negative £64 (all of that within one- two days!) - I wonder what am I paying for and on what basis is the daily facility charge being calculated. Because clearly whatever my arguments are, your consultants will always have ways to say this is incorrect and I will need to obey because otherwise I will have no heating. Now, this is what actually prompted me to write the email.
On 27th November I had a chat with Lisa, as attached. She said that she will put my case 'on hold' until we can resolve this. Since then I've been trying to understand what are my options, whether I can change the provider or not. Clearly, I cannot and YY Management has made me aware of this. On the 12th December (one of the coldest days in London so far this year) I have been greeted by something I have not imagined being possible in our day and age. You simply just cut off my heating. No notifications, no emails, no calls, nothing. Just cut it off, that'll force me to pay. Of course it worked, of course I covered all you said I apparently owed you. Is that how you manage your customers? Obviously you hold the position of power here, you can simply just cut off one of girlfriend's and my basic needs and I'll do what you want.

Coming back to those £200 of credit that apparently the previous tenants paid, I would like to know whether that has actually been credited back to the previous tenant and not left in your account as I have lost all the trust in your organisation to do as one should.
Also, could you please tell me what's the point of your online dashboard that I have been logging on to and doing my 'calculations'? Is this just a way to show that you have some capability of creating a website, but at the end of the day you don't even care about what the online tool says and you will charge me whatever you wish? I thought smart metering that you use is supposed to be smart and not change the the readings day to day. Is there a way to get rid of that smart meter and I would be providing you with an old school's meter readings and no longer pay the facility charge, as clearly it's pointless?

I hope the questions I posed in this email will be answered. This will merely be a proof you have some customer service, because you have earned yourself disgruntled customers who, if possible, would change the provider.

Uses in accurate data to over charge customers. Operates as a monopoly where a lot of tenants have no choice but to use the system. Poor customer service, poor website, lack of clarity of the terms and conditions.

Thanks for getting back to me, I disagree and know your data to have been wrong. I also note that the first reply to negative comments are dated 30 Jan. I also note the first 5 star review for Evinox was the same day and they keep coming there after. Customer relations gaming the system, or massive coincidence? I’ll let the people decide, and Trustpilot to investigate.

Like everyone else we have no choice but use Evinox for our energy. Every month it's a surprise: we don't get bills, we just have to wait and see how much they are going to charge us.
This month has been double what we normally pay for no reason whatsoever and no one can explain what is going on or why it appears we have been using double the energy we normally do in winter (and we have also been away 2 weekends!). We have to pay or they'll cut the heating off. Smart meters are made so they can charge what they want - sometimes they say the meter was not working and just charge us what they want randomly! Shocking company and shocking that the local authorities are forcing new builds to use these companies

A terrible energy provider with a dreadful customer service record. Inaccurate bills are sent, you wait ages on the phone before anyone answers and the only decent time to call is at 8am before an army of customers call to complain, hot water not working, etc.
They tell us that they don't provide any boiler service when their systems are installed at our property and that their only duty is for metering and billing which is a complete lie. We were told by Warwick Estates our dreadful managing agent earlier this year that since 2016 the energy rates should have been reviewed half yearly and because they weren't they colluded with Evinox to ramp up our energy rates from 8.4p to 19.6p without consulting us and then tried to collect the unpaid money by sending bills for over £1000 or more to residents expecting them to pay up. Completely disgusting on both Evinox and Warwick Estates for doing this.
it's high time that the communal or district energy sector falls in line with the rest of the energy sector and become regulated under Ofgem. It's only a matter of time and this also applies to the property sector as well.

This is one of the worst companies. I was locked into a scheme with them for 4 1/2 years. Their "facility charges" were triple what I actually used in daily heating. The heating often failed and at one point, someone had set something in my flat so high, that the heating had no chance of actually being able to come on! They are almost impossible to reach at the weekend...an out of service line is rarely answered, so good luck if you have no heating at the weekend! God only knows what the "facility charges" are for, because they're doing naff all!
When I moved, every other company took my new address, sent final bills etc. Not evinox. I was sent backwards and forwards to different people. I was told someone would call me and despite me calling a few times, that call never came. I emailed and was told a person called Caroline would call me...of course she didn't. I know for a fact that the new owners have signed up to Evinox and are paying the bills, but Evinox have made it really difficult for me to receive and pay my final bill, demanding proof that I have sold the flat. Not any old proof, but a specific form that I can't seem to get my hands on. I have sent the last form I can find, that may show it, so we'll see if they accept that. If not, then I have no idea what I'll do! Never have I found a company as incompetent as this one! You probably won't have a choice, but if you ever see their name attached to anything, I would proceed with extreme caution!!

Out of hours number doesn't work, no help for a boiler not working when needed.

Non-existent customer support, overcharging.

Came to fix my boiler, only for the system to fail after 2 days with low pressure.

When they are able to know what your pressure is, you'd think they would monitor it so they don't have to be chased for a problem yet they take anyways to fix the issue anyway.

They don't do weekends and are an absolute waste of time. If I could give zero and go somewhere else, I would - but we have zero choice due to the contracts they have with the complex management!!

Honestly, the only reason we use Evinox is because we have absolutely no choice, simply put. These cowboys have the contract with our complex (and many others, it would seem) and have done for the past five years.
Their 'support' team don't know the meaning of the word and can hardly decipher their own systems. We had a months-long struggle with them to get back money that had mysteriously gone missing overnight on our box, all the while Evinox were insisting that there was no fault, besides us having a screenshot of what our balance was supposed to be from their own website! They constantly have to be chased to get anything done, once they do get a shift on the problem still remains.
Absolutely no contact on the weekends, if your hot water goes south anytime after 5pm on a Friday, you better have a friend who'll let you grab a shower at theirs.
If I could give them zero stars, you bet I would.

Absolute rubbish, just got in on a Friday at 6:30pm system showing an error and no weekend cover from EVINOX , they do Monday to Friday 8-5:30 so no hot water for the whole weekend. If you want to pretend to be a good company then at least have shift workers with email alerts to a company mobile and a laptop with VPN working out of hours to help with the people that pay your effing wages. Bloody cowboys avoid at all costs!

Really are staggeringly awful. I pay four times in my one bed flat with Evinox than I was paying in my three bed flat previously with Scottish Power. It's a new build with insane insulation so we never have the heading on except for in the dead of winter but we pay all year round. Had to keep the heating on until April/May in the old place and it was still a fraction of the price.

And I've had an endless line of issues. Latest is I can't log in to the website today for some reason to pay my meter, which with the bank holiday tomorrow means yet another two days with no hot water.

This company is outrageous.

When I moved into my 2 bed apartment with my partner, they forgot to reset the meter (on override) on move in day & also didn't let me know my direct debit had an issue setting up on their side apparently 'slipping through the cracks'.

What does 'override' mean?
This means that despite not taking any payments from me, my water was still hot and didn't get switched off so I could be alerted there was an issue with the direct debits. Also, I received no calls, emails or alerts on my account to bring this to my attention.

NEXT! They tried to charge me £141 per month for my heating despite this charge was from the summer months where the heating was not on (I am also tight when it comes to turning heating on + remeber how hot the summer was in the UK in 2018). Better yet, they also tried to charge me for the previous tenants hot water which was also unpaid.

I have a contract with this apartment for 2 years and most other new buildings in Canary Wharf have signed contracts with Evinox too. Something needs to be done in general but this company are not even partners with Heat Trust who help to support issues with 'district heating' - check the heat trust website for registered suppliers
'District heating' needs policing sooner rather than later & property developers need to get educated and STOP allocating Evinox as their suppliers.

Awful company.

They are crooks plain and simple ... monopoly business model, forcing residents into contracts as they have installed expensive communal boilers that constantly break down.

Overpriced maintenance fees

Avoid if possible at all costs.

Terrible company. Monopolised business. Unbelievably overpriced - they are charging me 12 times my energy consumption in "daily community maintenance fees". They charge over £1 per day for this. I am unable to swap energy provider due to this communal system being installed in my building. Day light robbery. Do not use. Customer service is appalling.

This company is the most unprofessional of all. I've never come across such a rude and unprofessional customer service. Everything is your fault and they are just there to charge you for an overpriced, monopolised and inefficient service which never works! Their underfloor heating is a joke and is either freezing cold or boiling hot! You could see that they don't even claim their business here as they don't bother even responding!
Do avoid any building which is managed by this company!

This company was thrust on us by our property management. The website barely functions, I keep providing meter readings that are ignored. Fade readings also keep appearing on my account.

In addition, the customer service is very poor. I phoned multiple times to correct a billing error - they then corrected a billing error but wiped quite a lot of pre-payments off my account. Cue more phone calls - I would avoid if you can.

This company survives as residential users of the service generally have little choice over staying with them.