CARBON REWIND LTD

Axis Building 2, Rhodes Way
Watford
HERTFORDSHIRE
WD24 4YW

Green Energy

Listed under:  Air Source Heat Pumps, Ground Source Heat Pumps
73% recommended   Rating CARBON REWIND LTD 7.4/100
11 reviews since 2022
 
Satisfaction Ratings
 
Overall Rating
 7.4 /10 Overall Rating 7.4/10
Based on 11 reviews since 2022
 
 
 
Quality 7.4/10 Quality Rating 7.4
The quality of the work was as expected and agreed
 
Tidy 7/10 Tidy Rating 7.0
There was little disruption and the site was left clear and tidy
 
Service 7.5/10 Service Rating 7.5
The team was friendly, helpful, considerate and professional
 
Value 7.8/10 Value Rating 7.8
The price represents value for money
 
 
 
Recent Reviews 
 
" Although communication via emails and phone were all a bit vague, and I wasn’t aware of the full extent of work that was going to be done. Once work had started, all that attended my property were v...."   more
 
" I had my old economy 7 heaters upgraded to what I was lead to believe would be more energy and cost efficient, modern units. This turned out to be one of the worst decisions I have ever made. First o...."   more
 
" Jon and Michael communicated an ETA on the morning of the work. They arrived on time, explained the procedure, carried the work out quickly and efficiently and left the site clean and tidy. They were ...."   more
 
" Carbon Rewind were fine to begin with but we had serious problems with their transparency and their 'take it or leave it' attitude later on. It seemed to me that companies like this should be better...."   more
 
 
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Review 17 Apr 2024
Recommended by customer in MK44
 
 
Satisfaction Ratings
 
Quality 8/10
The quality of the work was as expected and agreed
Tidy 6/10
There was little disruption and the site was left clear and tidy
Service 10/10
The team was friendly, helpful, considerate and professional
Value 10/10
The price represents value for money
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Customer Review
 
New air source pump, cylinder, rads and solar panels

"Although communication via emails and phone were all a bit vague, and I wasn’t aware of the full extent of work that was going to be done.
Once work had started, all that attended my property were very professional and polite , in particular Ellis Cormack was an absolute diamond! He Went above and beyond to carry out work to a very professional standard and manner, what a credit to your company.
Richard returned to check everything was up and running properly, which again was brilliant. Now that work has all finished, I am very pleased with the work that has been carried out. And look forward to a eco friendly warm house! 😊

"
 
 
Team:
Ellis Cormack
 
 
 

Review 26 Mar 2024
Not Recommended by customer in OX5
 
 
Satisfaction Ratings
 
Quality 0/10
The quality of the work was as expected and agreed
Tidy 0/10
There was little disruption and the site was left clear and tidy
Service 0/10
The team was friendly, helpful, considerate and professional
Value 0/10
The price represents value for money
Show All
 
 
Customer Review
 
Upgrade existing economy 7 units.

"I had my old economy 7 heaters upgraded to what I was lead to believe would be more energy and cost efficient, modern units. This turned out to be one of the worst decisions I have ever made. First of all, the technology in new E7 storage heaters works on a passive emission of low level heat, which means that without adequate insulation they will not be adequate. I contacted Carbon Rewind as the 'expert' installer as since the 'upgrades' my home had become inhabitable during winter plus one of the units was not even blowing out heat. One year on and they had done precisely nothing apart from blame Dimplex. I contacted Dimplex and altered the heater settings as advised. This did not work and facing another cold winter, I finally got hold of an electrical manager at Carbon Rewind who agreed to come out to check on the work that had been completed the year before. Lo and behold, one of the heaters was faulty. He also noted that the heaters were too small for the space and likely specced incorrectly. He adjusted the settings on the working unit and my bills went up a whopping 40% as the remaining unit tried, in vain, to heat a large room to 30 degrees. But more trouble was to come.

With my health suffering from the cold and stress, Carbon Rewind eventually accepted that they had made mistakes and offered to make up for the inconvenience by installing an extra storage heater in my kitchen, a fan to drive heat down from the ceiling, and a heated towel rail. They also agreed to replace the faulty heater and one other with larger storage units. Both the towel rail and fan ordered were unfit for the job. They bought another towel rail on the fly, failed to bleed it, and failed to earth one of the new heaters. I was told to order a suitable fan, which they would pay for. More significantly, since the new install was completed, I noticed that my storage heaters had started charging up on a day rate at 98p per hour. I was told the fault was with my electricity supplier and that I should contact them in the first instance. What was more worrying is that the house remained far too cold yet the cost of just taking off the chill was now becoming exponential. In the meantime, a Carbon Rewind expert came out to fiddle with the settings and he told me to take temperatures to trouble shoot the issues. What he failed to tell me that the new Elnur units are in fact 24/7 comfort heaters. When the Octopus engineer came out, he confirmed that my meter had been totally rewired and one of the live sockets left exposed, which presents a risk of electrocution. So without my knowledge or permission, Carbon Rewind rewired my external meter so that it no longer runs on economy 7 and instead has a 24 hour feed. While they were at it, Carbon Rewind removed the duel feed within house, which means that Octopus cannot change me back to economy 7 as the entire heating system now switches off completely. Instead of apologising or disciplining their staff, Carbon rewind deny that they ever tampered with my meter even though this has been evidenced.

They then stated that the new heaters that were installed just months before were out of workmanship warranty and therefore they were no longer obliged to fix the ongoing issues, which were previously in progress. They claimed that the live wire left hanging from the ceiling was because I failed to purchase a new buy one, offered me a £50 Amazon Voucher for the inconvenience of 3 winters with wholly inadequate heating and refused to replace the 24/ Elnur heating that is not like for like Economy 7. They have since discussed my case and proposed that they conduct another round of work installing different storage units and a ceiling fan, but will then consider the matter to be closed at which point they will not be engaging further. So if I agree to their terms, when the work goes wrong yet again I will be have agreed to waive my rights to redress.
"
 
 
Team:
Syed Mahmood, Mike Pigeon
 
 
   Business Reply:
Hi Donna,

We apologise for the inconvenience you've experienced. We understand that you've been in direct communication with our higher management and customer satisfaction team. They have provided you with all possible options and are now awaiting your kind consideration in getting back to them with a response. Rest assured, we are fully aware and committed to ensuring your complete satisfaction in this matter.

Many thanks and kind regards,
Customer Care Team
 

Review 20 Mar 2024
Recommended by customer in OX28
 
 
Satisfaction Ratings
 
Quality 10/10
The quality of the work was as expected and agreed
Tidy 10/10
There was little disruption and the site was left clear and tidy
Service 10/10
The team was friendly, helpful, considerate and professional
Value 10/10
The price represents value for money
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Customer Review
 
Cavity Wall Insulation

"Jon and Michael communicated an ETA on the morning of the work. They arrived on time, explained the procedure, carried the work out quickly and efficiently and left the site clean and tidy. They were courteous throughout and I am pleased with the work done."
 
 
Team:
Jon Huxley and Michael
 
 
 

Review 6 Mar 2024
Not Recommended by customer in PL31
 
 
Satisfaction Ratings
 
Quality 5/10
The quality of the work was as expected and agreed
Tidy 5/10
There was little disruption and the site was left clear and tidy
Service 2/10
The team was friendly, helpful, considerate and professional
Value 2/10
The price represents value for money
Show All
 
 
Customer Review
 
solar Panel install under local authority warmer homes grant

"
Carbon Rewind were fine to begin with but we had serious problems with their transparency and their 'take it or leave it' attitude later on. It seemed to me that companies like this should be better schooled in how to work with vulnerable people on low incomes. Their on the ground engineers would say one thing and head office say another. For example head office became very evasive about exactly how many panels would be installed. Eventually after our insistence, the head electrician Richard came and did a proper drone survey and noted that the garage was also viable for four panels to be installed. He told us that they could fit ten panels altogether, six on the house roof and four on the garage. But later his head office got quite aggressive and told me only four would be fitted in total … 'take it or leave it'. When I asked Ovo for clarity they said it was up to the contractor to give me details. On the day of installation I got six panels on the roof and two on the garage which could clearly take two more. What I found frustrating was the head electrician Richard said he would return “in a few weeks” and bring the extra panels “at cost” if necessary at a “few hundred pounds” plus labour. When I asked Olivia at Carbon Rewind some weeks later what the plan was she dismissively tripled the price he quoted me and wanted thousands of pounds to do the work. The additional work was very easy to complete and would have been affordable for someone like me. But now the job is too small for any contractor to consider and the prices they quote are simply out of our reach. Our energy bills are sky high because of Mum's disability related expenses in fuel and the poor insulation in my house. There is a good reason for me needing to maximize how many panels I have. I really felt that Carbon Rewind and Ovo were lacking in transparency in their approach in this scheme.





"
 
 
 
   Business Reply:
Dear Mrs M,

We deeply regret the inconvenience and challenges you've faced with the solar panel installation This falls short of our commitment to providing exceptional service. We are committed to rectifying the situation and addressing your concerns.

To discuss your specific case further and explore potential solutions, we kindly request that you reach out to our dedicated customer care team at customercare@carbonrewind.com or call us at 01923801801. We are eager to work towards a resolution that meets your needs and expectations.

Once again, we appreciate your patience and understanding. Your satisfaction is our top priority.

Many thanks & kind regards,
Customer Care Team
 

Review 14 Nov 2023
Recommended by customer in WD18
 
 
Satisfaction Ratings
 
Quality 10/10
The quality of the work was as expected and agreed
Tidy 10/10
There was little disruption and the site was left clear and tidy
Service 10/10
The team was friendly, helpful, considerate and professional
Value 10/10
The price represents value for money
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Customer Review
 
External Wall Insulation to semi detached house plus additional rendering of rear single storey extension to match the render on the EWI. Price paid excludes the grant received from Watford Council''s Carbon Community Programme.

"I had spoken with a couple of people who had work done on their houses by Carbon Rewind and who highly recommended them.

Our project ran through September 2023 after accepting the quotation made in August 2023. Our office contact was Ashley who explained everything politely and ensured all the relevant facts in our conversations were recorded via email.

The scaffolders liaised efficiently with our neighbours (an MOT business) to agree the least intrusive scaffolding on their side of our house and they reassured me that any accidental damage that may occur to roof tiles from the work would be repaired by a roofing contractor at Carbon Rewind's expense.

Ty & Cas did the enabling work very quickly and efficiently and were very polite and helpful.

The installation was done by Meti and Mensur to an extremely high standard. Their work coincided with a week of extreme heat (30 plus degrees) and the hard work they both did in the blazing sun was awesome. I was told that Meti was exceptional at his job and I agree wholeheartedly.

We had not really understood that our single storey extension wasn't included in the insulation quotation (because it has cavity walls) but when this transpired (thank you Ty for breaking the news!) it was very straightforward to solve the issue. Between Ashley at the office and Meti we discussed the way forward. We accepted a very reasonable quotation for matching rendering on the extension and this work was done, meaning the whole exterior of our house looks great as well as having the EWI where it needs it.

The electricians who sorted out the ventilation works did this very efficiently and explained everything they were doing and why.

Ty & Cas returned and sorted out the pipework etc and Ty re-assembled our side gate to account for the narrower side alley. I was very impressed at how quickly they worked and to a very good standard.

My concern that our back roof tiles may be damaged in the course of the works did prove to be the case and Ashley quickly arranged for the roofers to fix this with new tiles.

There is clearly an ethos of excellent customer service at Carbon Rewind and frankly I feel any snags or 'room for improvement' points I may have are far outweighed by the fact that I would not hesitate to recommend the firm and any of the individuals who were on the team. I appreciate that jobs cannot always go perfectly due to many factors but when as a customer you feel treated with respect and listened to as I did throughout, any glitches can be ironed out satisfactorily on both sides.

My special thanks go to Ashley for his unfailing politeness and attention to detail, and to Meti & Mensur for a superhuman job done in that heatwave!

The house looks really smart and I'm very glad we took the plunge and got this done.

Thanks Carbon Rewind!"
 
 
Team:
Ashley Ty Cas Meti Mensur Dan Yuri & Keith
 
 
   Business Reply:
Hi Emma,

Thank you so much for taking the time to share your detailed and positive experience with Carbon Rewind. We truly appreciate your kind words and feedback. It's fantastic to hear that our team, from Ashley to Ty & Cas, Meti, Mensur, and the electricians, provided exceptional service throughout the entire process.

We're delighted that you are satisfied with the outcome, and we appreciate your understanding and cooperation in resolving any issues that arose.

Your recommendation means a lot to us, and we're thrilled that your house looks smart and you're happy with the results.
If you ever need assistance or have further questions, please don't hesitate to reach out. Thanks again for choosing Carbon Rewind!

Many thanks and kind regards
Customer Care team
 

Review 31 Oct 2023
Recommended by customer in TR13
 
 
Satisfaction Ratings
 
Quality 10/10
The quality of the work was as expected and agreed
Tidy 10/10
There was little disruption and the site was left clear and tidy
Service 10/10
The team was friendly, helpful, considerate and professional
Value 10/10
The price represents value for money
Show All
 
 
Customer Review
 
solar panel with inverter installation

"I am really impressed with the entire process of having the solar panels fitted, which has gone very smoothly. The solar/electrical team were so efficient and mindful of my home and a very friendly bunch of guys to have here. Extremely clean and tidy, too!

Everything was explained to me about the work to be carried out. The Solar team arrived on time and worked late to finish the job, which was a long day for them.

I have been fully supported by the office behind the job, who replied to all my queries immediately and were very knowledgeable.

I was also very pleased that registration was put into place, going forward, directly after solar was fitted.

I highly commend all involved and thank you all for your support.

This was done through a government grant, so I cannot comment on that aspect of the job. But the panels and inventor are of an excellent quality, as were all fixtures.
"
 
 
 
 

Review 1 Sep 2023
Recommended by customer in PO9
 
 
Satisfaction Ratings
 
Quality 8/10
The quality of the work was as expected and agreed
Tidy 7/10
There was little disruption and the site was left clear and tidy
Service 7/10
The team was friendly, helpful, considerate and professional
Value 9/10
The price represents value for money
Show All
 
 
Customer Review
 
Solar panels & associated equipment installation, provided undr the terms, of a local Council-sponsored Warmer Homes scheme, to those, with an income below a given threshold. This, was initially projected to consist, of 8 solar panels; reduced to 6, without explanation. No battery was provided, to store electricity, generated -- so feed, is usable, on spec. only; and a SMART METER, is, by law, required, to work in tandem, with it. All the electricity providers, have had their government FEED-IN-TARIFF Scheme closed. Accordingly, they are having to come up, with their own analogous schemes. Mine, is trialling its own; and is not ready, to implement a replacement. The whole issue of solar installs, is thus, uncoordinated, at governmental, Green Environmentally-Friendly Policy level. The idea, is good; but the policy, is incomplete, for a customer. The benefits, are those of reduced bills, for the general public; as a national policy, the delivery of solar generation needs to be planned so that the electricity grid, can be supplied seamlessly, by us, as providers; not only, users !

"The installers, on the whole, were brilliant. But the company, was let down, by 2 unsuitable electrical subcontractors, who could not find it in themselves, to treat me with respect; or behave, as guests should. As a Management Consultant, and high-level advisor, to 12 governments, I wasn't going to let them, get away, with it; nor with failing to finish, their part of the install. CARBON REWIND's Management, was really, very appreciative; and did their best, to complete the installation, properly. They sent good people; and after prodding, produced the manuals, that should have been supplied, at an earlier stage. I can recommend them, if they have got rid of the 2 rude and unconscionable sub-contractors, who behaved disgracefully. CARBON REWIND Management, is very good indeed, at rectifying faults, and dealing with complaints. Reputation, retrieved !

Recommended: 4 stars."
 
 
Team:
Lee Olly; Owen Shannon; Jai Want; Adam French; Richard Pepper &c.
 
 
 

Review 8 Aug 2023
Recommended by customer in CR0
 
 
Satisfaction Ratings
 
Quality 10/10
The quality of the work was as expected and agreed
Tidy 7/10
There was little disruption and the site was left clear and tidy
Service 10/10
The team was friendly, helpful, considerate and professional
Value 10/10
The price represents value for money
Show All
 
 
Customer Review
 
External walls insulation

"Thank you to Carbon Rewind for the exelent job with insulation my house. All the workers who were around during a few weeks of work were really professional, skilled, polite and helpfull.They were working with full dedication and my expectations. I'm extremely happy with the work completed.
The only issue which I had, regarding the scaffolding company, which acted without my permission and left rubbish behind.
As an enviroment committed person I would suggest to change the amount of silicone usage or even better to replace it with biodegradable sealer.
I really appreciate the final result, which is above my expectation.
Congratulations to the whole team.Thank you again."
 
 
Team:
Ashley, Mati and his co-worker, Cornel, Victor, Michael, Daniel, Richard
 
 
 

Review 28 Jul 2023
Recommended by customer in WD25
 
 
Satisfaction Ratings
 
Quality 10/10
The quality of the work was as expected and agreed
Tidy 10/10
There was little disruption and the site was left clear and tidy
Service 10/10
The team was friendly, helpful, considerate and professional
Value 10/10
The price represents value for money
Show All
 
 
Customer Review
 
Installation of solar Panels

"Excellent service, quick installation. Went through how everything work etc. Explained the whole process."
 
 
Team:
Richard
 
 
   Business Reply:
Hi Jane,
Thank you for your positive feedback! We're delighted to hear that you had an excellent experience with our service. If you have any further questions or need assistance in the future, feel free to reach out. We appreciate your business!

Many thanks and kind regards
Customer Care Team
 

Review 25 Jul 2023
Recommended by customer in RG22
 
 
Satisfaction Ratings
 
Quality 10/10
The quality of the work was as expected and agreed
Tidy 10/10
There was little disruption and the site was left clear and tidy
Service 10/10
The team was friendly, helpful, considerate and professional
Value 10/10
The price represents value for money
Show All
 
 
Customer Review
 
Installation of Solar Panels

"The experience I have had with Carbon Rewind has been very positive and pleasurable. From the commencement of the project to the Hand Over Pack.

Oyin contacted me on 16th May by phone and followed up with an email explaining the process from survey to installation.

On 14th June Lioz arrived at the specified time to conduct the survey and explained what would be happening. He was informative, pleasant, professional and made me feel very confident in him.

Colm contacted me on 23rd June to inform me of the installation date which would be 27th June and informed me that the panels would arrive a day before, which they did.

Levi and his team arrived on 27th June at 8am (very impressed) and commenced installing the panels. They were very pleasant and professional and worked very hard to complete the installation leaving the property clean and tidy. There was a slight problem with the location of the panels which was quickly sorted but meant that the electrical installation had to be rescheduled - which I didn't mind.

On 4th July Ian Hazell, the electrician, arrived at 9am to commence the installation. Ian was very pleasant, professional and a very nice person who made me feel really comfortable and involved in the installation by communicating the progress at each stage. I had complete confidence in him and the installation was completed very quickly and everything was left in a clean and tidy manner.

It was very refreshing to deal with a company whom I felt were very professional in every aspect of the installation from commencement to the completion of the project. Excellent customer service and I would have no hesitation in recommending Carbon Rewind.

This is the first time I can write a review and confirm that it was a pleasure to deal with all the people mentioned, well done team and thank you all."
 
 
Team:
Thank you - Oyin, Lioz, Colm, Levi (and team) Ian and The Customer Care Team
 
 
   Business Reply:
Hi Maureen,

Thank you so much for your kind words and positive feedback about your experience with Carbon Rewind.

We are thrilled to hear that you had a pleasurable and professional journey with us from the beginning of the project to the Hand Over Pack.

We appreciate your recognition of our team members, Oyin, Lioz, Colm, Levi, and Ian. It's heartening to know that they all played a significant role in making your experience enjoyable and successful.

Your satisfaction and confidence in our team are of utmost importance to us. We take pride in providing excellent customer service and ensuring that each step of the installation process is handled with care and professionalism.

We are delighted that you felt involved and informed throughout the journey, and we are glad that any issues were promptly addressed and resolved.

Your recommendation means a lot to us, and we are grateful for the opportunity to have been part of your solar panel installation project. We will continue to strive for excellence and maintain our commitment to delivering exceptional service
 

Review 28 Feb 2022
Not Recommended by customer in HA6
 
 
Satisfaction Ratings
 
Quality 0/10
The quality of the work was as expected and agreed
Tidy 2/10
There was little disruption and the site was left clear and tidy
Service 3/10
The team was friendly, helpful, considerate and professional
Value 5/10
The price represents value for money
Show All
 
 
Customer Review
 
Installation of gas boiler, cavity wall insulation and air source heat pump.

"Carbon Rewind is one of the worst companies I've ever dealt with.
Most of their business is installing boilers and insulation funded by means-tested grants, so customers aren't paying directly for services so do not have the opportunity to make complaints to trading standards.
Their work for me amounted to a catalogue of disasters spanning many months:
-During the boiler installation they flooded the kitchen. They didn't check all the TRVs so I had to get them back to drain the system and install another one.
-The ECO funded boiler required installation of bathroom extractors. The electrician who did this made a mess of the exterior vents.
-During the cavity wall insulation installation many polystyrene beads escaped into the environment; they made no effort to clear them up and didn't care even when the environment agency deemed them extremely dangerous to wildlife. The installer was very rude, actually telling me that the polystyrene was biodegradable so we should just bury it in the ground. 6 months on I'm still constantly finding large quantities of insulation outside but also pouring out of the walls including above a kitchen worktop falling into food. Clearly an error with the installation as the beads should be bonded and not move once set but they are ignoring my requests to rectify and claim it's fine. They also failed to do some brickwork that they were being paid to do by my window installers.
-They had never installed an ASHP before and sent someone who'd done a brief course but never actually installed one. The site survey was inadequate: they didn't agree the specific location with me and therefore sited it at the incorrect height too far from the house, they didn't check the electrics and not until after the start of installation did they realise they had to get UK Power Networks to upgrade the fuse, which left us without any form of heating for days. Soon after the installation was supposedly complete, it became clear there was a problem. They then had to hire a professional with experience of Daikin heat pumps to redo the install, which meant I had to empty a bedroom and all the floorboards had to come up again. In total I had to do this four times.
-When taking up floorboards to fit new pipes they hit a pipe and water poured through the kitchen light fittings, which then all had to be replaced.
-They dropped cement into an outside drain and blocked it. They promised that the floorboards would be replaced exactly as they were before, but instead left a huge mess including a hole in the floor. I had to persuade them to send someone to repair it all. The person who came to do this hit some small nails into one of the pipes, which after a few weeks started to leak and eventually caused a serious flood with hot water pouring through the ceiling. Two months later I am still waiting for a response to my query about compensation for the damage caused. They did send someone to fix the leak the same day but they also closed a valve that then stopped the boiler from working and their fix prevented the floorboards from being able to go back down so we couldn't walk on the landing safely until the following day when someone came back to sort it out. They said they would send someone to look at the boiler two days later but we actually had several weeks of no boiler for hot water and having to use the electric immersion, which resulted in extremely high electricity usage at great expense.
I keep experiencing faults with the ASHP. They sent the manufacturer out to assess the problem but more than two months later no one has come to fix it.
Unfortunately I paid when I thought the heat pump had been installed correctly so am now being ignored. They may be waiting for the warranty to expire.
They are unprofessional and do not care about their customers. The owners blame their employees and although there are one or two people trying to do the right thing, it isn't enough. I'm still suffering from my decision to use them."
 
 
Team:
Positive: Stewart Ross Negative: Mike Pidgeon, Andrew Clifford, John, Nigel, Vic
 
 
 
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