Lack of response from GivEnergy

Blurbinky

I am looking for anyone who has had dealings with GivEnergy in the hope that they could advise me what action I can take. So far I have contacted Citizen's Advise and Ofgem and created a complaint with Resolver.
In April we were approached by the company who fitted our solar system, Solar Armour. They suggested that we should purchase another battery from them in order to fill the batteries up during the cheaper off peak period supplied by our energy company, Octopus Energy, during the winter months. We thought this was a good idea and subsequently purchased a second battery.

I contacted Solar Armour and asked how to arrange for the batteries to be filled. They told me that I needed to contact the company that supplied the batteries, GivEnergy.

I phoned them with my request 3 weeks ago and was told that an engineer would be in touch within 72 hours. Despite numerous emails, telephone calls and WhatsApp messages. They still have not responded.
If anyone could offer any suggestions I would be enormously grateful

Ergates

From whom did you purchase the battery?   From Solar Armour or direct from GivEnergy?

Do you have the battery?  Is it installed?

debitcardmayhem

Did Solar Armour install the batteries , and connect them to your existing system?

QrizB

Blurbinky said:

I am looking for anyone who has had dealings with GivEnergy in the hope that they could advise me what action I can take. So far I have contacted Citizen's Advise and Ofgem and created a complaint with Resolver.

I'm not entirely clear why you've contacted Ofgem (they don't deal with consumer complaints) or raised a case with Resolver (as you don't appear to have anything to complain about yet).

Blurbinky said:

In April we were approached by the company who fitted our solar system, Solar Armour. They suggested that we should purchase another battery from them in order to fill the batteries up during the cheaper off peak period supplied by our energy company, Octopus Energy, during the winter months.

You say that Solar Armour suggested you buy another battery "from them". By "them" do you mean Solar Armour?

Blurbinky said:

We thought this was a good idea and subsequently purchased a second battery.

Who did you buy this second battery from - Solar Armour, GivEnergy, or a third party?

At the time you purchased the battery, did you also contract with someone to fit it? If so, who?

Blurbinky said:

I contacted Solar Armour and asked how to arrange for the batteries to be filled. They told me that I needed to contact the company that supplied the batteries, GivEnergy.

If you bought it from Solar Armour, I would have expected them to include fitting costs in the sale (unless you asked otherwise). If you bought it direct from GivEnergy, they're an equipment supplier and I don't think they offer fitting, although they do say they can put you in touch with a local installer - someone like Solar Armour.

Blurbinky said:

I phoned them with my request 3 weeks ago and was told that an engineer would be in touch within 72 hours. Despite numerous emails, telephone calls and WhatsApp messages. They still have not responded.
If anyone could offer any suggestions I would be enormously grateful

What are you expecting GivEnergy to do for you, specifically?

Blurbinky

Solar Energy supplied and fitted all elements of our Solar system . They use the app and batteries supplied by Givenergy. Our original purchase included one battery. We were persuaded by Solar Armour to purchase and have fitted another battery in order to take advantage of the off peak tariff offered by our energy company ,Octopus , during the winter months when the panels produce very little energy. I do not know why the citizens advice centre advised us to go to Ofgem but as I have no idea how to get recourse I am reliant on the advice of others . If I cannot use the product I bought because of a failure to provide a service I do think that I have cause for complaint.

Alnat1

You state you ordered the Givenergy battery from Solar Armour. Do you have correspondence to prove the price you paid included installation or did you simply assume this?

If fitting is not specifically included then you will need to pay someone to install it for you. This is not going to be the manufacturing company, you need an electrician.