Diamond Green Energy Limited

We went with diamond green energy over a couple of other companies because of their attitude towards customer care, their promotional blurb states this as being the reason they started the company in the first place. To provide a service to the customer that was seen to be sadly missing from other suppliers. When they first visited to discuss our solar needs they were the company that answered all of our questions, not just with blurb, but taking the time to explain details other companies just ignored. Was really impressed with this first contact that I felt was not about trying to sell me a product but to discuss the options and he reasons behind these choices allowing us to make an informed decision going forward. They were not the cheapest quote, but we were able to negotiate slightly on this down to a price we felt happy to pay. Once signed up we had to repeatedly chase the scaffolding through diamond as we were never contacted by the scaffolding company as per diamonds instructions on what should happen next. The guys that turned up to do our installation I couldn’t fault. They worked really hard for the 3 days the install took, and took great care making sure that we were happy with every step of the installation. Once they left though and everything was switched on and working their customer support has disappeared. As this was the whole reason we went with diamond, and their own company statement say that this is a core principle of their business. We were told right from the beginning, that if we had any issues setting up the system they would be there to help, even coming out to set it up if needed (we are local to their head office) We are now 20 days on from the system being turned on and we have had no response to our e-mails regarding the certificate needed for the energy company in order to get paid for the excess energy generated. On its own not too much of an issue, but we have also asked for help setting up the system because we cannot figure out how to turn off the battery sending power back to the grid. Meaning we are currently paying to charge the battery from the grid on rainy days (or when it charges from the solar it then sends power from the battery back to the grid) meaning worst case the power we bought to store in the battery gets sent back to the grid… only for us to need to purchase the power a second time when the battery goes flat and we need to power the house. Even if the battery charges from the solar, it discharges to the grid meaning we have to pay for power instead of using our own stored energy. We have asked several times now for advice on this, and when we should expect our certificates but our e-mails go un answered.

Absolutely fantastic company with a superb team of staff that put their customers first. We’ve used Diamond Green Energy for an AC installation and more recently a boiler problem. Both times every engineer has been friendly and professional. Completing the job and leaving no mess whatsoever. Plus they are great guys that are trustworthy and always took time to explain everything to us. The office staff that arrange and organise appointments are also so accommodating and helpful, working around the customer and going the extra mile to make sure everything goes smoothly. I can’t thank you enough for the outstanding customer service and excellent work. We won’t use anyone else and will recommend you to everyone we know.

A late review but a good one. We have used the company after a recommendation for boiler service, HIVE installation and pressure problems resulting in fitting a shock arrester. Recently had a boiler moved out of bedroom and into loft area. Great service, polite workers and left all clean and tidy. Will be continuing to use this company.

Really impressed with Diamond right from our initial video consultation through to the install. We had Dan & his apprentice Jake come out to fit my new combi boiler and move it upstairs. Really professional job by both of them and nothing was too much trouble. Was kept up to date with all the works going on and really happy with how tidy they were and the quality of their workmanship. Would definitely recommend Diamond.

I cannot recommend Diamond Green Energy for a solar installation in good faith. I had a very poor experience with them and I would not choose to use them again or wish them upon anyone else. I suspect if you don't know much about solar, are happy to go with their standard off-the-shelf recommendation, and you are comfortable taking what they say at face value then you would probably have a better experience than me. Below is a selection of my concerns regarding Diamond Green Energy. - Predatory (bordering on harassment) behaviour when it comes to requesting payment before installation was complete. For the final payment alone, I received the following before the work had been completed: - Four emails from three different people with a link to pay. - Three SMS messages with a link to pay. - Three phone calls demanding payment and making sure I got the links. I ended up paying under duress before the work was completed. I raised this to Diamond via their complaints process and they chose not to respond to or to acknowledge this. - Consistent failure to communicate, both with myself and internally between office workers and engineers. I ended up having to repeat myself constantly and reverted to getting everything in writing. By way of example, an engineer came prior to install to measure up and confirm placement of components. None of this was passed along so the final install doesn't match what was agreed. I raised this issue twice in writing. Communication failures continued to happen after both times of raising the complaints. - In a clear case of purposeful misdirection, they quietly installed different hardware from what I purchased and hoped I just wouldn't notice. No ownership of the lack of communication once I pointed it out. Instead they tried to point the finger back towards the hardware supplier even though they admitted that they chose to install the different hardware without telling me. Eventually they conceded and installed the originally proposed hardware after “confirming with the manufacturer”. - There is zero recourse for the consumer built into their contract, it’s all one-sided for Diamond. Diamond breached their own contract in at least two different ways as outlined below. 1. Not informing me in writing of proposed hardware changes prior to installation starting. 2. Demanding payment before installation is completed. - The engineers are not provided all the tools required to do their job. On more than one occasion they had to borrow my ladders because “we brought the van without ladders today”. - They did not adhere to MCS standards: 1. They did not provide any paperwork at all at the point of commissioning the system (6.3.1 in the MCS standards). They had falsified date information (which I believe was to cover up their failings with MCS), on one certificate and hadn’t registered the other. 2. I did not receive any paperwork until 17 days after my system was commissioned. The paperwork provided at that point was still both incorrect and incomplete and I had to complain further to get them corrected. The corrected and completed paperwork was finally received 84 days after the commissioning date. - They do not follow their own complaints procedure. No final response received after 8 weeks. Complaint was closed without checking with me. - One of the directors of Diamond accused me of using bullying tactics when I told them I was considering exercising my consumer rights over starting a Section 75 claim for the lack of paperwork. The irony of their statement was completely lost on them given one of my complaints had been their tactics regarding payment in the first place. Diamond did provide an overall response to my official complaint: “We have made changes with staff and processes as a result of learning from your particular job. So please don’t think we are doing nothing about this.“