Infinity Energy Services
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Extremely Unprofessional after Care Service
On the 27th September 2024 I received a competitive quote for the install of a second Powerwall 2 and Gateway 2 from Infinity. On the 3rd of October I received a visit from their surveyor who was professional polite and informative. Following this visit the quotation was agreed to by both parties, a 10% deposit was paid and an install date confirmed for the 14th of November 2024. The install team were again professional polite, informative and tidy. Unfortunately they were unable to successfully fully commission the Powerwall which by the time they left was only in Standby mode and I was informed that the management team would be informed. I subsequently emailed the team the following day to enquire if this had been done with a couple of further queries. I received an email response 3 days later asking for photos of the install and that the Powerwall may take 7 days to fully commission but no response to anything further. Following the 7 day period on the 22nd November I enquired whether there were any further updates. The response simply read that 'they could not see my system remotely'. I once again asked for an update on the 28th of November to be told they were "contacting Tesla for me". I then had no further response from anyone from Infinity untill I was copied in on an internal email from their finance dept to their solar service manager asking for an update on preceedings because of the timescale that had now lapsed. I have had no one ask if the system was up and running, I have no one visit to check the install and I have had no apology or explanation for the poor after care service. I have been left to search forums and contact Tesla myself to solve the issue. I nevertheless have decided to leave a rating of 3 stars purely because the quotation, survey and initial install team were excellent but it must be said that the extremely poor follow up service I would rate at best 1 star.