Terrible after-sales support
The after-sales service is extremely disappointing. Despite multiple attempts to contact them, there has been no response regarding the leaking P/T valve issue that has persisted for over a week. Their poor repair service and lack of communication leave customers completely stranded. I regret trusting them and would not recommend buying from them.
Date of experience: 07 May, 2026
This is the fourth and final time I'm updating my comment. After providing valid responses to all the points raised, company has now removed the false reasons and are shifting the focus to the viewers. Good luck!
I'm updating my review solely because the company continues to provide inaccurate information rather than taking responsibility for their mistakes.
Initially, I only left a rating, as the company claimed they had no record of my order. I then provided all the relevant details, after which they finally acknowledged that I was indeed a customer. However, they’ve now started sharing false claims again.
I ordered a heating and cooling system with the promise of installation within three weeks. Once that deadline passed, I began following up only to receive a series of inconsistent and contradictory responses. Excuses ranged from the installer having an accident, to searching for a new installer, compliance issues with installer, waiting for product delivery, and departments not answering calls at all. The least I expected was a clear and consistent update, which never happened.
Over the course of a month, I made at least 15 follow-up calls, but nothing progressed. After 2.5 months, and yet another week of chasing. I finally received a refund of my deposit. Even that required multiple reminders.
Now, the company is claiming I didn’t have the funds, which is completely untrue. I made the deposit upfront and never at any point suggested that I was unable to pay. If the company is making this claim, I would appreciate it if they could provide actual evidence to support such a statement.
They also blamed the delay on the New Year period, which again is inaccurate. I made the deposit after business had resumed in the new year.
And in their latest response, the company said I “didn’t have the money to buy from another company.” Frankly, this is an extremely unprofessional and disrespectful remark. Are you trying to insult customers who choose your services expecting better value? Is that how you treat someone who trusted your company and waited patiently through repeated delays?
Of course, like any customer, I was looking for the best price, but the only reason I waited so long was because the company repeatedly assured me that you will get the updates next week. These ongoing false promises led me to delay seeking alternatives but I’ve now completed the installation with another company.
Finally, this rating reflects your service, I’m sharing this review to help other customers be aware of what they might experience. I would have gladly given a positive review if you had provided reliable service with transparency and accountability.
We respectfully ask you to consider the matter at hand fairly and objectively. It is often said that in a dispute between a customer and a business, the customer is always right. However, we believe it's important to recognize that this may not be true in every situation.
Here are some key facts we would like to highlight:
Our company has a strong reputation, which is why this customer initially chose to approach us.
Our pricing was more competitive than other providers, which influenced the customer’s decision to wait for our services.
The Christmas period is widely known to impact service capacity, with up to 80% of businesses facing installation delays due to a shortage of installers. Additionally, the Chinese New Year often results in supply chain disruptions.
Until the installation is complete, customers are under no obligation to stay with any particular provider. They are free to seek alternatives at any point.
Throughout the process, we maintained communication with the customer, providing timely updates regarding the delays.
Given these points, we ask viewers to reflect on whether this situation is truly the fault of the business. A delay in installation—especially when caused by industry-wide challenges—does not necessarily indicate negligence or poor service. Had we failed to communicate, misled the customer, or prevented them from exploring other options, then we would fully accept responsibility.
We kindly urge viewers to consider both sides and recognize that businesses also deserve fair judgment.
Thank you for your understanding and continued support.
Kind regards,
NRG7 Team
Craig Vaughan2025.06.15
Great choice for our home. Install was simple and done in a suitable time frame. Hot water supply has been great even for a family of 5.
Dear Angelo,
Thank you for your kind review! Our team strives to provide only the best for our customers, so we truly appreciate your 5-star review. If you have any questions or need support in the future, we're always here to help. Enjoy the comfort and efficiency of your new system!
Kind regards,
NRG7 team
Dear Randall,
Thank you for your feedback! Our team strives to provide only the best for our customers, so we truly appreciate your 5-star review. If you have any questions or need support in the future, we're always here to help. Enjoy the comfort and efficiency of your new system!
Kind regards,
NRG7 team
Brigitte Nguyen2025.05.14
Simple and easy to order. There was some confusion with pick up but we were given the contact number of the person to arrange and collected our old system promptly.
Hi Brigitte,
Thank you so much for your feedback! We're glad that the issue was resolved promptly and we'll ensure that no mistakes like this will repeat in the future. Should you ever have any questions or need assistance, we're just a call or message away. Wishing you many years of comfort and energy efficiency with your new system!
Kind regards,
NRG7 Team
Hi Bhand,
Thank you for taking the time to leave a review. We’ve looked into our system but haven’t been able to find any record of your details or an interaction with us. We’re sorry to hear that you’ve had a negative experience and would love the chance to understand what happened.
Could you please contact us directly at support@nrg7.com.au with more information so we can investigate further and address your concerns?
We’re committed to providing quality service and would appreciate the opportunity to resolve any issues.
Kind regards,
NRG7 team
kunal adlakha2025.05.14
Fast and hassle free installation and the tank is energy efficient. Easy on the power bills:)
Dear Kunal,
Thank you for your review! We're glad to hear that your ENEFT heat pump has been working well for you. Should you ever have any questions or need assistance, we're just a call or message away. Wishing you many years of comfort and energy efficiency with your new system!
Kind regards,
NRG7 Team
Nilantha Bandara2025.05.13
I got the heat pump one year ago and really worth it , saving a lots of energy cost . saving water as well , because hot water comes quicker than the gas hot water system . Happy with it , thanks NGR7 .
Dear Nilantha,
Thank you so much for your wonderful review! We're so glad to hear that your new ENEFT heat pump has been working well for you and we look forward to continue serving you in the future. If there is anything that we can help you with in the future, please do not hestiate to reach out to us!
Kind regards,
NRG7 team
Dear Tammy,
Thank you for your 5-star review! Our team strives to only provide the best for our customers, so we truly appreciate your feedback. If there is anything you need help with, please do not hesitate to reach out to us!
Kind regards,
NRG7 team
Wayne Murray2025.05.13
Just over a year since we got the heat pump. Any concerns about water volume (we’re a family of 5) or not being hot enough were unfounded. Absolutely no issues. Just works.
Massive difference in my gas bill. I also have switched to split systems for my heating and now my gas bill is about $60 standing charge and $2 utilisation. Lecky went up by about an average of less than $10. Gas is down by way way more than that.
Thanks NRG.
Dear Wayne,
Thank you for your wonderful review! We're so glad to hear that your ENEFT heat pump upgrade is helping lower your energy bills. We hope we can continue serving you in your journey to an even more sustainable home for years to come! If you have any questions or need support in the future, we're always here to help.
Kind regards,
NRG7 team
Linda Boitlung2025.05.12
It was a great decision to change it to electrical heat pump as it reduces our gas bill significantly. We can also change the temperature easily from our phone.
However i wish the customer care could improve as none came to pick up the old hot water system as per agreement even after 2 years. I’ve been calling and email them several times but no one came they either say they will pick it on the weekend which didn’t happen if i rang them or wouldn’t reply to my email..
Dear Linda,
Thank you for your feedback - we’re glad to hear that switching to an electric heat pump has significantly reduced your gas bill and that you’re enjoying the smart control features!
We understand your frustration regarding the rubbish removal. As outlined in the email correspondence at the time of installation, rubbish collection is not part of our service offering. We do our best to ensure all customers are informed of this beforehand, and we’re sorry if there was any confusion.
We appreciate your support and will continue working to improve the overall customer experience.
Kind regards,
NRG7 team
Benny Goh2025.05.12
It was the best ever decision I have ever made and have never look back since. The water pressure was consistent and it was also extremely energy efficient. I have saved a lot not only from the electricity but big saving for not needing to use gas anymore. Highly recommend to all new users.
Dear Benny,
Thank you for your feedback! We're so glad to hear that your ENEFT heat pump is working well for you. Our team strives to provide only the best for our customers, so we truly appreciate your 5-star review. If you have any questions or need support in the future, we're always here to help. Enjoy the comfort and efficiency of your new system!
Kind regards,
NRG7 team
Thank you for your feedback, Benny!
Kind regards,
NRG7 team
Sailesh Rao2025.05.12
NRG7 installed my heat pump a year ago. Initial contact, installation and post installation service has been fantastic. It good to know that your query is always addressed promptly and efficiently.
Dear Sailesh,
Thank you so much for your wonderful review! We're delighted to hear that your experience with us has been fantastic. Our team strives to provide only the best for our customers, so we truly appreciate your 5-star review. If you have any questions or need support in the future, we're always here to help. Enjoy the comfort and efficiency of your new system!
Kind regards,
NRG7 team
Dave Thang2025.05.12
I’m very happy with this heat pump. Great and works well.
Dear Dave,
Thank you for your 5-star review! We're thrilled to hear you're happy with your ENEFT heat pump - our team is committed to delivering top-quality service and products. Should you ever have any questions or need assistance, we're just a call or message away. Wishing you many years of comfort and energy efficiency with your new system!
Kind regards,
NRG7 Team
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