Stellarenergy Avis 

Nicky & Scott have done a wonderful job in upgrading the insulation. They arrived on time, worked quickly and cleanly and kept me informed of my options. They were knowledgeable about the benefits and best way to allow correct airflow and storage. Thanks!

I was working on behalf of my mother to access a replacement boiler. The initial contact with the company was reasonably efficient. I spoke to Ashley who took some details including my summary of the situation which were that in my view the loft had sufficient insulation, the cavity walls had no insulation and critically the oil fired boiler needed replacing. I was told that my mother would qualify for support and full funding given that she was in receipt of attendance allowance but that this would have to be verified. As it was likely that the boiler would be costly to replace and potentially very disruptive I asked to speak to an engineer with a view to scoping out what would be needed. Ken, the engineer was not available but I was told that he would call me. This never occurred. A number of days passed and I heard nothing so I followed up by calling and I spoke to two Steve's. I was told that my mothers eligibility had been verified and to move things along and to follow procedure an appointment from a surveyor was made and this took place on 23/03/21. I took the day off work to facilitate this. The surveyor suggested that I would likely hear back in a few days as the certification to verify that the loft insulation and cavity wall status was as his report indicated and would take a few days to be checked.
Again time drifted by and I again called the office and spoke to Steve who suggested that they were still waiting for the certification status but that it was due shortly. A week later I again called the office and spoke to Dan who suggested that he was in charge of the cavity wall insulation department. Apparently my mother was eligible for this and he wanted to book a date. I suggested that the job was not to be viewed in isolation as it was the boiler that was the most urgent and I viewed the project as a whole. I would need to speak to Ryan reference the loft insulation as that was his department. I had a long call with Ryan who then told me that the loft had sufficient insulation and that the cost of installing a boiler was too great and there was insufficient funding without a contribution from my mother. I suggested that the visit from the surveyor had been pointless as I had already supplied the relevant information and that an assessment regarding likely eligibility could have been made on this basis with any facts being verified at a later date. I think it likely that Stella Energy have claimed funding for this visit and it was certainly of no benefit to my mother and cost me a days lost earnings.
Ryan gave me his direct contact details and we agreed that he would supply me with the full transparent technical specifications and costings, with the contribution from my mother that would be needed to replace the boiler. I have again followed up with emails and telephone calls with no reply.
At best the methodology of Stella Energy is flawed. Why are clients left to take the initiative and emails not answered (see other feedback on Trustpilot). There is no customer service. The suggestion made in all telephone calls that they are being recorded for training purposes is not being followed through.
It is suggested by the company that "Our mission is to help you access these grants with no fuss and to guide you through the process with ease; clearly explained and totally transparent".

Thank you for your reply to this email (below). We now seem to be working on a number of platforms. Trustpilot, Google Review and direct email.

Hello Mr Mathias,

Thank you for your prompt response to my Google Review.

In my opinion you have sufficient information, to carry out and review of how my contact with Stella Energy have handled my claim on behalf of my mother. Many of my telephone calls have been recorded, my emails are on record. I have outlined my case to the best of my knowledge/memory and I have corrected any errors where these are evidenced. My assessment is a honest as it reasonable can be with the information available to me. I have already spent considerable wasted time on this issue and it seems unreasonable for you to request further information at this stage.

Please supply me with the Customer Complains Process and copies of the recorded telephone calls. I look forward to your conclusions

Best wishes,

Ron Skinner

Your reply fails to supply the Customer Complaints Policy or copies of the recorded telephone calls as requested and implied in your reply. I had already acknowledged in my review that Dan had told me my mother was eligible for the cavity wall insulation. Ryan was requested to supply financial details of the value of this so that I could update my mother. As recorded in my review he was also requested to supply me with the details you are now offering me (technical details of the boiler, costs and financial contribution from my mother). He did neither of these.

My friend Mrs Galvin & myself Mrs Pike Had our loft installation updated installed in January, there were 2 men & a girl all wore the masks. Good service very quick arrived close to expected time they cleaned up after themselves. Well done.

Had full loft install in both of my lofts had Jordan and Dewely both guys polite and proffesional also very tidy after they left

30/4/21 - another update !
As you are well aware, the loft insulation job carried out in Sept 20 was failed by the independent surveyor as there was a section totally uninsulated above my bathroom ceiling, plus the rest of the loft was the wrong height. It took until Feb 21 for your men to come back despite me chasing continuously. I have sent you photos of the ceiling showing the paint bubbling and simply asked you to send me pictures of that section that your surveyor took before the work was out so I could determine if the uninsulated section was already there or has been caused by your installers. I couldn't open the attachment you sent me.
Not sure why you're still trying to 'defend' yourself so publicly. Its clear that i'm not the 1st person to have had a bad experience with your company.

21/4/21 Update to reply 21/4. Not sure where all your other replies have gone but thankfully i have screen shots of them all :) As you well know, when I rang the manufacturers they simply confirmed as I expected that the heaters fitted were nowhere near capable of heating the size of the areas in question, you only have to put the room measurements into their website calculator to see that. I have reported everything to NAPIT although I have just looked at your website and see you are no longer claiming to be a member, were you ever a member ??.... Honestly the way you conduct your business leaves a lot to be desired. You claim to use 'trusted installers' yet the ones you use are totally unreliable, unprofessional and then go into liquidation, you appear not to have any formal complaints procedure, you fail to provide any paperwork to your customers to show the work has been completed, and openly admit that you believe it is acceptable to take £ 4,200.00 of the £ 6,000.00 grant allocated to a property as your own companies earnings stating that 'you are not a charity'. No, there is certainly nothing charitable about Stellar Energy.

11/4/21 Update to reply below:
You have seen from the bills I have sent you covering 5 months that the majority of the increase is in the Economy 7 part of my bill which only supplies the storage heaters, so as you well know, it is not a case of simply using more electricity... The increase on the day rate is due to having to use the expensive plug in panel radiators as I have no heat upstairs.
I am totally shocked that you state the grant received was in excess of £ 6,000. I received 2 x £750 storage heaters, 2 x £ 100 (max) panel radiators and at the very most £ 100.00 worth of loft insulation. So are you admitting that the balance of £4,200.00 is taken in commissions and labour ??!!?? Disgraceful....
While I have your attention can you please forward to me as soon as possible a receipt/contract for the works carried out as without those the insurance documents I have are invalid.

Original Review
Website totally misleading, take their promises of lower bills and a warmer home with a pinch of salt. Stellar are not heater installers and the pictures on their website are not the heaters you will get. Stellar just act as a middle man to get the commission from the government ECO scheme then sub the work out to other companies.
The survey they do is a waste of time as the amount of heaters you get is based on a financial decision rather than what your home needs to heat it adequately. I was ‘entitled to’ 2 heaters to replace the 5 old storage heaters I had but they assured me that it would be more than enough to heat my home. I’m now paying £ 150 per month (was £ 58) and my house is still cold. All I have for heat upstairs are 2 plug in electric radiators that they fitted which are expensive to run.
The ‘company’ they sent round, BBD Contractors, were a total joke, continually didn’t turn up for appointments (6 times !!) never returned phone calls/text messages, refused to wear PPE in my home, totally unprofessional. They now seem to have gone into liquidation, but will no doubt start up again under a new name in order to rip more customers off.
Stellar do install the loft insulation but that’s a joke as well. 3 men in my loft for over 3 hours, took no more than 2 rolls of insulation up there and according to the insurance document I received, charged the job as over £ 1400.00 ! Job was failed by an independent surveyor as not the required height and a whole section missing over my bathroom ceiling, so I now have black spots and bubbling paint in my bathroom… took over 3 months for them to come back to do it properly although I can't get up there myself so no idea what they've actually done.
Will be reporting my experiences with Ofgem, the Electric Company who fund the scheme and Watchdog as I am sure this is not how the ECO Scheme was intended to work. In the mean time I will be moving as I simply cannot afford to live here and I dread the thought of another freezing, expensive winter here.

Had our house surveyed last Tuesday for help to make our house more eco friendly with the help of government funding. The gentleman had a phone call while he was here to say they had a loft insulation team in our area with a cancellation if I would like it done only 2 days later. I was extremely grateful and jumped at the chance. Come Thursday, communication was excellent, three young lads came in to do the job, were absolutely lovely, did an amazing job very quickly and they even cleaned up after themselves. (I didn’t expect that! ) so very grateful, would definitely recommend!! We can notice the difference already, the house is so much warmer! Thank you very much!

Well this company rang me today we had a conversation and was told that they could help me with insulation was then told that they would ring me back in five to ten minutes to see when someone could come out to do survey and that was the end of the communication! I did ring back after an hour to be told that the person I had been speaking to would ring me presently. I’m still waiting three hours later. Don’t bother I will get it done with a company who keeps their word.

Update :
Well for one i’m a miss not a mr and i’m Burnell not Burrell. We shall see if I get a call in the morning then.

My Name is miss Burnell! I have spoken to two people there today and one of them could of said that there was a family problem and I would of understood. I will not delete my review this is my experience with you.

To date still no contact nevermind will try elsewhere.

There have been no telephone calls as you state and definitely not on the Saturday you say because I was home all day and the phone never rang.
I was in fact told on the phone that I did qualify and was told that a surveyor would come out etc then I had to wait for a telephone call within 20 mins which I never had. I appreciate like I have said before that the gentleman in question had to pick his children up all someone had to say was that when I telephoned back twice. There is no need to continue with this tit for tat I know what was said to me and I will stand by that till the end.
No one has been to my house nor have I signed anything because there has been no further contact from yourselves just on here trying to make a wrong a right and making out its all my fault.

Didnt enquire about a boiler in the first place. Lol dear me

Nicky and Dowie visited my girlfriends (Amanda) flat in Torquay this evening to insulate the loft. They are highly professional and friendly lads. Ryan, the manager who helped set the job up, has been great to communicate with throughout.
They are a great bunch of lads who are making a big difference to people’s lives.

Excellent service from start to finish, all the paperwork was taken care of and I was given a date. Dewey and Nicky turned up bang on time and completed the job quickly with no fuss.

My mum has had so many problems with this company and is now looking into rip off Britain due to everything they have said to her. My mum has become so stressed that my husband has been trying to deal with it, Ryan is always in a meeting, simon said they will be here to fit your radiators on wed so you can stop your complaining... did they turn up... of course not. That was 3 weeks ago to be told again they'd be here today 8th jan 2021 did they come... of course not... I'll ring you back and let you know where they are their on there way... did they call us back... of course not, so we called them back... voicemail.
I wouldn't mind but my mum has just had radiotherapy and is very very tired and cold. To be told over and over so many lies.
When my husband called every hr he was told that they had no supplies until the 12th feb and we cant put them in until then, my mum wrote a review on here so they rang her straight away after the review to give her today's date and still didn't turn up. They couldn't turn up as the stock isn't due till 12th so we were told.
My mum has been waiting for nearly a year for the heaters from this company. They did the insulation within 2 weeks, they told her she needed economy 7 so she paid for that and still no heaters.
This company should be ashamed of themselves for the amount of lies they've told and leaving vulnerable people with no heating when they have promised it over and over.
We have waited in on so many occasions knowing they wont turn up but one day just one day they might.

Very friendly team, quick and tidy. Very polite. Thank you Dewey, Nicky & Jordan.

Great service, friendly crew, tidy, fast and punctual. Nice one Jordan, Dewey and nicki.

I got approved for a grant in feb/march 2020, loft was done within 2 weeks. Still waiting for the heaters and wall insulating, no one told me I would need eco 7, so paid for this 157.00. Spoke with Ryan, Simon, plenty more people, sent emails, no reply. I spoke with the government people and they said to complain to whoever they got the grant off, they are saying they don't know who they get the grants off. Simon a couple of weeks ago said, because of all your complaining your heaters will be coming Wednesday! Did they come, ha no!! Rang again and Ryan in a meeting, then to be told they have no heaters and no delivery till Feb. Can't wait for a reply to this
UPDATE:
The company rang within 5 mins of this review, wow. Said they would be here today! Nowhere to be seen. Rang and he said he will ring installers and get back in 5 mins, never rang back, I've been ringing all day and no answer. I've give them all day to arrive and now writing an email to ripoffbritain and also consumer rights. I think I have given these companies who work together enough time from feb/ March 2020 until Feb 2021 to be able to take the government's money and not do the job

Just had loft insulation done in my house by three young men Dewey, Nicky, and Jorden. They were very quick clean and knowledgeable. Would recommend this team.

The team arrived prompt at the allotted time, they were professional, knowledgeable and conscientious about the job.
Clean and tidy.
Well done.

My mum had loft insulation put in today 28/1/21. Ken and Josh were polite, friendly and helpful. Ken explained everything to my mum and I nothing was to much trouble. I would highly recommend Stellar Energy 100%, Amazing guys!!!

Had our loft insulation updated this morning, professionally done and very happy with the overall work!

Great job done, polite and now have a warm house! Thankyou very much.

Dewey and the team very professional and excellent service, during these times at mo covid wise as well ,masks on etc very impressed would highly recommend to anyone

Had a survey done beginning of December and one week later loft insulation installed! Problem is I initially made contact regarding storage heaters, survey was done for this and grant approved and it still hasn’t been arranged! No contact made despite numerous emails to Ryan Stanton! Some contact would be good please. NOT great customer service!!

UPDATE!! So after this review they magically phoned and got us booked in. The night before they were due to be fitted the installer (self employed) phones me to warn me that apparently we have only been approved for 3 heaters despite needing 5, and that if he came he’d need to take all five older style heaters leaving us with only heating upstairs!
This was never communicated with us and now I cannot get hold of anyone again! Kamran has not returned my call! Absolutely disgusted with the customer service of this company!
UPDATE 2!!
How can my house be warmer and cheaper to run when the work hasn’t been carried out! I have now contacted another company to try and get them fitted.