New Generation Energy Ltd

Utterly dismal lack of service.New Generation Energy are one of the only West Country representatives of Organic Energy, who are the UK agents for OkoFen wood pellet boilers, and responsible for regional servicing of OkoFen boilers. We had a problem with our OkoFen and I was referred to New Generation Energy by the UK agent, who had told me that they would only supply spares to an apponted agent.I made inital contact with all 3 key people at New Generation Energy at the begnning of February 2022; apart an initial reply from a former employee to ask for boiler detals and to give an opinion about one of the boiler parts, they told me that they could not help immediately, but they would get back to me. They have since failed to respond to several phone messages and emails for the following 2 months. During this time our boiler has not been serviceable or safe to use.Finally, today, I sent another email and copied it to Organic Energy, and guess what, the owner of the business, Andrew Metcalfe, (who was an addressee on all my prior emails) replied. This was his only response ever, and he was really addressing the UK agent, claiming that he had reacted within 30 minutes of my initial contact (not correct) and he attempted to set-up a visit which we declined, (not correct). He made no apology and has not offered to repair our boiler.Absolutely not recommended and underserving of even a single star grading. They have let us down, and OkoFEn, and Organic Energy too.

They just don't respond. I contacted them, left my details, during which time I was told a site visit would be arranged.I've heard nothing since (many weeks, now) despite chasing (pointlessly, it appears)Really poor customer experience.

the only company we use. always had great service and amazing knowledge

Hopeless admin. Very very slow to respond. Was put off repeatedly for a service- waited 6 months. Work seems to be of a good standard.. prices have risen recently and they seem to have a monopoly

Great service from a good team of knowledgeable people!

As of time of writing this review I've had problems with my boiler for nine weeks, going on ten and has still not been fixed or resolved. My buisness was put to one side for a vulnerable customer and now I've got a newborn child my buisness is still not being taken as important despite the vulnerability of my three week old son. Disappoing.