Puredrive Energy Ltd Avis 

I have had a puredrive II dc coupled 5kw battery for over a year now and they don’t like the cold. I contacted support and the guy I spoke to said he would email me some recommendations about getting optimal performance. But this email never arrived so I called them back and was fobbed off by another guy who gave me a very vague response. The service used to be fantastic but I believe they have been taken over by Duracell. Poor show Puredrive II.

Solved problem quickly

Excellent customer service. Our installers (Not Pure Drive) went bust and left our system in a mess. Pure Drive came and sorted all the issues. We are very grateful for all the support. The technician turned up on time was very professional. The office team kept me informed all the way.

Thank you Pure Drive!

Having worked in SW support for over 10 years I wanted to recognise the excellent support that I have received from Oli at Puredrive Energy. He has gone above and beyond what I would normally expect by a mile.

He replied to my initial query within 30 minutes and further questions were turned around the same day. For the last hurdle he picked up the phone. A+++.

Cheers Oli.

Robert.

Pavel arrived here on time and sorted out our fault.
Great service thank you

Great tech support from Jack and his team from the get go. Kept in contact throughout the process and went above and beyond to help out the best they could. I would 100% us Puredrive again.

Amazing customer service and technical support from Ben and Charlie. So informed, hard working, polite and patient in explaining the issue we had and taking enormous care and time to fix what seemed a fairly complex issue. They also left the place spotless! Thanks so much to PureDrive I am very relieved to be with this trustworthy company.

Had a battery issue red light. Called, I was quickly attended to and replacement appointment was scheduled. Downside was when the Engineer attended they started the verifications of serial number and warranty again which we already did on the phone and email before the appointment was scheduled.
Otherwise prompt courteous service.
I am wanting to install an extra battery, still waiting for a reply.

I had a few issues with our battery and its data reading. The after sales care I received was really good . Maja was excellent, providing me with all the information I needed to resolve my problem even when it wasn’t a Puredrive matter. Thank you Maja.

Charlie and Brendan were prompt and friendly.
They were most efficient and have resolved the problem with my battery and the app. They answered my questions regarding power cuts and assured me of the long warranty on the battery. It was great to have such service.

Excellent customer service. They logged into my system made adjustments and are now monitoring the system as I had some unusual electricity download spikes probably due to a power cut. Highly recommended. I was in communication with Dan Roddis

Sadly PureDrive have excelled at the worst customer service possible. No response to issues or very very slow to the point I ended up having to contact their Customer Services director. Then I received immediate response and the issue fixed same day. This actually made it worse as it was clearly an issue with no one caring enough to follow through rather than a complex technical issue. Whole sorry saga took over a month and cost me money in lost energy savings!
9th January update - system failed again and app performance isn't resolved

Since installing it in 2021, I've been happy with the battery overall. However, I had an issue with the app not consistently recording data, and while the battery still seemed to be functioning, it was difficult to manage charge planning. I called customer services, who passed the issue to technical. They couldn't fix it remotely, so Ren and Ben came on a Saturday morning, quickly identified a WiFi issue, and corrected it. They were polite and efficient and did a follow-up check on the Monday to ensure everything was ok.

Puredrive customer service is absolutely brilliant I contacted them with an issue which was resolved the same day!! There engineers were friendly and knowledgeable. Sorted the issue with the battery and fully checked the others and did an excellent job. Just glad I choose British made batteries with the customer service that goes with it worth the extra cost !!!

My puredrive battery has stopped operating properly on the 6th Sept . I called puredrive when I saw the app had stopped reporting for grid and battery usage. I think I called puredrive about a week after noticing this . It took a little while for someone from Puredrive to get back to me on 18th September asking to send pictures of my ct clamps at the meter. I did that immediately on the 18th and also looped in So Solar Energy who, as my energy supplier, arranged the original installation in Jan 2023. After a couple of chasing emails to both Puredrive and SO Solar , I called Puredrive on 27th and had a conversation with Dan who agreed my battery seemed to not be discharging I requested Dan to escalate the issue . Unfortunately this is now nearly an entire month and I am no further forward . There appears to be no rush to resolve my issue . It’s me who has to chase and email for feedback . Let’s not forget I paid a lot of money for this battery and I find the lack of speedy service to resolve unacceptable. Meanwhile I’m losing money and faith.
UPDATE 14th Oct 2024: through much digging and speaking to people I have come to realise it is So Energy ( my installer ) who should be driving the issue with the battery . I’m now preparing a complaint on SO Energy through the certification body. However I’m leaving this review until I get a resolution as the battery is still not operating correctly and Puredrive have simply not got back to me at all

THANK YOU BEN! I've been struggling with how to automate and optimise my system between Solis and Octopus. I had no idea that you have this solution through your app (I didn't know there was one) and now my Puredrive II will be able to get the cheapest rates without having to programme the Solis. AWESOME!

Customer service is very good.
blip on the App meter reader it had stuck. system was working fine but not discharging the battery. reported and back working normally in 36 hours.
It pays to
read your app meter reader 😂

I had a problem with the batteries not taking full charge which turned out to be a inverter problem, Aaron called from Puredrive and spent a long time sorting out the problem keeping me fully informed, he was very professional throughout the visit.

Great customer service! Will in Puredrive kept me updated along the way following an issue I had with my battery. He tried to resolve the issue initially and when that was not possible, he organised a replacement battery. My system is back up and running again.

I’m a new customer to Puredrive Energy. Needed some help with the familiarisation of the unit and its operation - was helped greatly by their guy Will Exton. He was always available, prompt in reply and a great help throughout the process - appreciated!