GEM Energy Australia Pty Ltd trading as RACQ Solar Reviews
About
In early 2022, RACQ became the majority shareholder in the highly awarded GEM Energy, to deliver RACQ Solar.
With RACQ Solar, we’ll take the time to understand your unique solar needs, and customise a solution just for you. No one knows the Queensland sun better than a Queenslander. Our dedicated service and support team can help you buy better, with the knowledge and expertise to put together the perfect solution for your home.
Expertise in solar from a trusted brand that has been making a positive difference in Queensland for over 100 years.
RACQ’s investment in GEM Energy, an award winning solar and battery storage company, creates an unparalleled offering to Australia’s solar energy market.
RACQ is the majority shareholder in GEM Energy Australia Pty Ltd (ABN 25 164 579 382, QLD Electrical Contractor Licence 78701) trading as RACQ Solar (GEM Energy). All goods and services are provided by GEM Energy
Reviewers report paying: $6,000 - $7,164 for depending on hardware choice and installation difficulty ( how is this calculated? )
Panels, inverter, battery and EV charger brands
Panel brands currently installed
Panel brands previously installed
Inverter brands currently installed
Inverter brands previously installed
Battery brands previously installed
The views expressed by reviewers are theirs alone, and do not necessarily reflect those of Peacock Media Group, which makes no representations as to the accuracy of the reviews. For our full disclaimer and further information, see our Terms of Use and our Review Guidelines.
GEM Energy Australia Pty Ltd trading as RACQ Solar Reviews (198)
Show Most Recent reviews from All time across Australia
Average Scores
4.5/5
Value for money
4.7/5
Quality of System
4.7/5
Installation
4.6/5
Customer Service
- 5 star 113
- 4 star 65
- 3 star 13
- 2 star 4
- 1 star 3
View Timeline
03 June 2024
26 April 2024
I felt totally supported and confident throughout the process
I contacted a few providers for information with varied results.I read through a lot of information thanks to Solarquotes
However on ringing RACQ Solar my concerns were laid to rest.
Each step was explained efficiently and in a timely fashion. Questions answered without haste.
The review of the site carried out with more explanations and contacts if help needed.
The installer came to the property and surveyed the job which entailed removal of old system and installation of new.
The day of installation was trouble free. Both installation and communication with the two men was excellent.
They cleaned everything up and took away waste. Grid connection was completed.
They setup the app for phone and showed how to monitor Kw usage and production.
Throughout the process and still ongoing is the support from RACQ Solar.
Even the form filling out and completion of paperwork was done for me.
I am totally satisfied and confident that I could not have made a better decision.
Thanks to all concerned.
Inverter rating: 5/5
10 April 2024
Amazing. Seamless process.
Polite, punctual, good comms, great team, good price happy to negotiate, knowledgeable, friendly02 April 2024
Fantastic Supplier and Installer
RACQ (Leo) presented me with a quote and after a little negotiation I accepted the quote Leo was fantastic to work with in securing a value for money proposal. Leo handed over to Annalee who coordinated the decommissioning of the old solar system and the installation new solar system. The installation was not straight forward as I needed to replace some roof sheets after removal of solar hot water system. Annalee coordinated the work between the roofer and their installer and the replacement of the roof sheets and the decommissioning of the old solar system and the installation of the new solar system went without an issue. I am therefore very happy to recommend RACQ to anyone that is in the market for as solar system.Panel rating: 5/5
Inverter rating: 5/5
16 February 2024
Great result
Excellent result for a very complicated installation with two phases of power, existing panels and a geni. Poor guys did a great job working in torrential rain.28 November 2023
Outstanding in every way
Leo was amazing at explaining everything and let the videos and reviews he sent through do the selling. Darby has been a great install supervisor and michael and his team so professional with the install. I would say, Gem under promise but over deliver. Could not be happier. $33,500 for a 13.2kw German system panels, 3 phase 10Kw inverter and a 22kw 3 phase zappi car chargerPanel rating: 5/5
Inverter rating: 5/5
Battery rating: 5/5
14 November 2023
Reliable company, and better quarantee.
Sales quote was done from my home. The Installation was punctual. The whole process was done professionally.20 October 2023
Quality Installation
Quoted for upgrade from 3 Kw to 6.6 Kw, no pressure on my requirements from sales, very helpful.Removed old system and delayed new install to repoint, replace and repaint tiled roof for 2 months.
New system installed within 10 days, 6 hrs. later my first Wi-Fi interpretation available for mobile devices.
Customer service thru their installation manager was very thorough.
Grid connection thru existing 10-year-old meter, supplier will notify if this has to be replaced.
Pics show 3 strings of 4,5 and 6 panels, 2 strings north facing at 22 degrees 1 string east facing at 2 degrees.
Sungrow 5 Kw inverter at least half the size of old 3 Kw Sunnyboy.
30 August 2023
An incentive was offered by GEM Energy Australia Pty Ltd trading as RACQ Solar for this review. Learn more here.
Solar Happy
I have just had my solar installed by RACQ following extensive research into providers available on the Sunshine Coast. The quote, follow up, site inspection (once home build was completed) and communication of the impending installation and follow up with Sophie McLennan was excellent as well as the promptness on the day of the guys installing the solar for me. The installation went without any issues and I received detailed instruction on how to use and monitor my new system with the isolar app. Would highly recommend RACQ solar for price, product quality, installation and after sales service.06 July 2023
No problems
All good. This was a good install. It all went well22 June 2023
Great
Javier Borello Was helpful and informative even after the installation22 May 2023
So professional
RACQ Solar were amazing from start to finish - they were professional, knowledgeable and so easy to work with. Nothing was too much trouble and they ensured that the system works to capacity. Would definitely recommend them to friends and family.12 April 2023
Original Review on 14-03-2022:
Great team. Excellent communication.
RACQ offered a discount to members if they purchased their solar through Gem Energy. Gem's sales person came on site and was very clear in explaining their product. After getting all the quotes together and carefully comparing them it was apparent the Gem quote was better value for money, used a high standard of products and used LiFeP batteries, which my research indicated were a better and longer lasting technology than the LiIon ones from most other companies. We'll see haw they are going in 10 or 15 years time.Once the contract was signed we were appointed an Installation Manager who was true to her word, kept us up to date with every aspect of the preliminary site inspection, system design, installation, commissioning and handover. The weather (in South East Qld in February and March 2002) played havoc with the installation plans, but we were kept up to date at all times as things changed. Gem's local Sunshine Coast solar and electrical team were fantastic in all aspects of their work, and in the final instructions and hand over of the system.
The also arranged for our grid supplier to make the necessary changes to our meters and switch box.
13 months later we asked Mike: "Are you happy with the performance of your system so far?"
Yes! The system has performed above our initial expectations.We installed a battery system because we are in an area where we do get more than the average number of blackouts. In all instances of these blackouts the system has performed faultlessly. One morning we didn't even realise our area was blacked out and went through our morning routines and went to work without noticing any difference. We recently had a two day off grid issue which the system handled faultlessly. It has cost us almost nothing to power our house since the installation.
In the near future we are going to get the system reconfigured slightly, as one light circuit is not currently backed up. We will get our air conditioners wired directly to the grid as they are currently are powered through the inverter which is not designed for that load.
04 April 2023
Helped in making my decision by a lot of research and comparisons
Ongoing engagement with me during the process. No undue pressure or slagging off other businesses as part of the sales pitch. Put together a mix of components that I wanted, specific to my needs and household configuration.Panel rating: 5/5
Inverter rating: 4/5
24 February 2023
Great experience. Polite and Professional Installation
The team were great from beginning to end. Good information from sales when I first enquired, neither pushy nor hard to contact as I thought about it. The process to purchase was simple and well supported once I decided to go ahead. The installation went smoothly, the tradies polite and professional (and fast!). I can’t speak highly enough of their team. There was help with the technology setup and it’s quite simple to use. Thanks, everyone.
07 February 2023
Simple efficient process
The whole process from requesting a quote to installation only took 3 weeks. Everyone involved was efficient and well-organised and the installer cleaned up afterwards. The quote only took 2 days to finalise and there has been detailed communication every step of the way. Very impressed with the level of service.30 October 2022
Very neat install, great performance so far
Pricing was perhaps not the cheapest I found but they listened to what was important to me and came up with a good package.Installer also listened to me, and we talked through and agreed an option for routing conduit and placement of the inverter. It's very clean and neat, and ties in well with other services.
Plus - needed to update the meter box - I raised a concern over the number of empty slots this would leave me, zero dollar upgrade to a dual-rail unit that gives me plenty of growth space.
Compare and contrast to the sales pitch and/or ghosting from others...
28 October 2022
Fantastic Service and Installers
The service and communication from this team was top level all the way. My roof is a little challenging due to the design of the house. I had two other providers who couldn’t do what this company could. They personally came out & inspected the property, were honest and clear about what could be done and on the day, despite challenging weather got the job done. My aerial had to be moved, they did a tidier job then the original installer. Cleaned up, showed me through everything and made sure I was happy. A couple of days later they contacted me to make sure everything was okay. I would recommend this Solar provider over any other 100%.Thanks so much RACQ Solar
Panel rating: 5/5
Inverter rating: 5/5
27 October 2022
RACQ Solar did a great job
The whole process with RACQ Solar (GEM Energy) has been professional from start to finish. Any questions we asked along the way were answered and understood. When they came out to do the installation, Michael the head installer answered our questions and explained how it all worked.We installed 16 Qcell Q.MAXX-G4 4.10 watt Solar panels with Sungrow 5kw hybrid inverter with Sungrow lithium battery 9.6kwh of storage. Michael set the system so that if a power outage occurred the kitchen and lights received power from the battery. We also have an app to monitor on our phones to monitor usage and performance. Since installation we have even been generating power on full cloudy days. The battery is always fully charged before 11.30am. Even with running ducted air-conditioning during the day we still have enough power excess to go out to the grid.
We are yet to have our meter upgraded and look forward to finally receiving credits and have the system fully up and running. Time will tell whether the ROI will be 8.8 years as they estimate. we are confident it will be sooner than this.
We would highly recommend and have already done so with our neighbour who were installed before us!
Panel rating: 5/5
Inverter rating: 5/5
Battery rating: 5/5
27 October 2022
GEM Sungrow solar and battery installation.
Very happy with the GEM experience. A few programming issues with the sungrow inverter which was attended to promptly and efficiently.26 October 2022
Streamlined and effortless process start to finish
From contacting RACQ Solar to speaking with their consultant Ed (thank you!) it was such an easy and assisted process all the way through to completed install. We had our own installation manager who organised everything and was quick to respond to any queries we had (Thank you Annalee!). Installation was quick and the install team were punctual and great with communication. Customer service by all parties has been timely, efficient and very appreciated.18 October 2022
Love our solar!!
This is the second time we have purchased solare through Gem Energy. Once more, from our initial contact with Kristian regarding the quotation and set-up, to continued communication with Sophie confirming dates and details, the process has gone completely without a hitch. This system is a much bigger one than the 6.6kw we installed on our last property as we will be running ducted air conditioning and a pool filter. Installation has been done on time and with no mess and we can't wait to get our first 'bill' from Ergon.Thank you again Gem Energy and Kristian. Can't recommend this product and your company highly enough.
16 September 2022
Highly recommended installer.
Communication and customer service was kept up right from the beginning and installation professional. We highly recommend Gem Energy.06 September 2022
Highly recommend
After researching the market, to instal our solar panel system, I chose Gem Energy based on product and price.I was assigned an installation manager who did a great job of keeping me updated on the whole process up to and after completion of the job.
The installers arrived on time and were polite, experienced and cleaned the site afterwards. At completion of the job I was given a helpful and informative briefing of the system operation by the supervising installer.
I am happy to say the system is functioning well and I have no hesitation in recommending Gem Energy
Matt.
Inverter rating: 5/5
04 September 2022
Knowledgeable and helpful sales person
The sales/quoting process was professional.The installation time line was brought forward which was excellent.
The installation team was punctual, unfortunately one worker smoked outside our bedroom window during their break time which wasn't appreciated.
The installation was completed towards the end of the day, so it wasn't until the following day that we discovered that our PV installation wasn't working correctly. With error codes being displayed on the hybrid inverter.
I immediately contacted the company to inform them of the situation.
We were requested to perform a couple of resets on the PV system, which didn't rectify the defect.
It wasn't until a firmware upgrade was performed on our hybrid inverter, 17 days after our system was installed that we finally had a functioning PV system.
A few days after that, our electricity provider replaced our electricity meter, with a new digital meter as part of the new PV system install. We are now experiencing erroneous indications on our iSolarCloud APP, which shows us our power usage. Which I find very frustrating.
Inverter rating: 3/5
22 August 2022
Fantastic service, top installer, great product.
Thanks for a good jod. Very happy with the service and product15 August 2022
Fantastic Installer
Good and positive experience with GEM, particularly to Sophie who had project managed the entire process and Mike for being so professional and meticulous in the installation. Definitely recommend these guys.15 July 2022
A real gem to deal with.
Unlike another company we had quote for us Gem energy promptly provided the quote and then left us alone to make our choice. The other company had a salesman ringing almost hourly offering us more than the last time which resulted in us giving him the flick. In short there was no high pressure sales from Gem Energy, they provided the quote and let the documentation do the talking,Michael from Swann Solar and Electrical was on site for the pre installation inspection a few minutes early and was pleasant to deal with as we agreed for the placement of the panels and the inverter. Swann installer team of Terry and his apprentice arrived on site at the agreed time and date and were very friendly, polite and professional. There was no rubbish left on site and there was no disruption to any of the items stored in the attic or around the house.
Initial Sales and quotation was carried out by Jeremy and on acceptance of the quote the project was managed by Sophie who is a real Gem. Our friends had an installation managed by Sophie and they could not speak highly enough of her and referred us to her.
An absolute pleasure to do business with the Gem Energy Team and their contractor Swann Solar and Electrical. Energy retailer has yet to do their bit.
11 July 2022
Original Review on 28-10-2021:
great job
Quote was quick and easy, all both parties quoted on same products, all connected to grid and the app up and running :)9 months later we asked Richard: "Are you happy with the performance of your system so far?"
Yes our solar system has performed beyond our expectations so far, great company with awesome before and after sales service.30 May 2022
Excellent customer service
The quotation process was professional and Kristian answered all of my questions with factual and relevant information, no sale puffery or embellishment which is what I like. Kristian responded to my inquiries and followed up every time in a timely manner. The online (Google Earth ) quote was backed up with a site visit.Darby managed the installation process and kept me informed every step of the way. The installation was for a rental property and communication was required with tenants, property manager and myself; I found the communication to be exceptional. COVID and weather meant a couple of postponements which could not be helped, but I was informed quickly of any changes.
I have not yet seen the install and am looking forward to grid connection so I can start monitoring performance with the online IsolarCloud app from Sungrow.
16 May 2022
Outstanding service and really care about their customers.
From the beginning I found dealing with Gem Energy was exceptional and at no point did we feel that we were pressured to purchase a system or a hard sell. The consultant who we talked to was knowledgeable of the products and really understood our home dynamics. He recommended a system that would suit our needs.From the informative initial quote, onsite inspections, communication via email and phone calls we felt more and more confident that we picked the right company to install our solar package.
When the day came for the installation of our solar system, inverter and battery the team were very professional, helped with any questions we had and aided us with how to understand our usage via the app. It was the small little touches that made the service so great. From little things like tidying up, trouble shooting with the wifi dongle as well as keeping us informed of what's getting done all added up to a great experience.
Would highly recommend Gem Energy as all I have is high praise for the service I got provided.
Panel rating: 5/5
Inverter rating: 5/5
Battery rating: 5/5
12 April 2022
Great company to deal with
It's our 1st solar installation and with what's out there there is a fair bit of risk to end up with the wrong crowd.Not in our case from the product advertising to the completion of the project everything went incredibly smooth. Jeremy our sale consultant was great, not only his knowledge but very confidence inspiring presenting us a seamless project. From that point Marina took over in scheduling the work while navigating outbreaks of Covid19. The installation team was fantastic , very friendly, the workmanship was clean and efficient. At all times we knew there was someone to answer any query we had.
From the 1st contact until the final connection we were kept abreast with what was happening and the timing of all the various stages was accurate. I do highly recommend Gem Energy
29 March 2022
Highly Recommend
We had both solar and batteries installed other than some hold ups due to the weather which was out of their control, the system was installed, commissioned and working in a very realistic timeframe. I would highly recommend them on our experience with GEM Energy.Panel rating: 5/5
Inverter rating: 5/5
Battery rating: 5/5
15 March 2022
Very good install
The entire process was very professional from the initial quote to the site inspection and then the installation. The installers, Zack and Gary were fantastic. They explained the process then how to utilise the app to monitor the system, in addition they cleaned up the site prior to leaving.19 February 2022
Extremely Unhappy customer
Having our system installed has caused a leak in our roof which has resulted in a damaged ceiling. This issue was raised with Gem and they sent a plumber out without permission or consultation to inspect the roof and tried to say the fault was ours not theirs, then proceeded to send a bill for the inspection. The plumber never entered the house to see the internal damage so I fail to understand how the plumber was able to qualify the report he provided to Gem. Never had a one on one meeting at any stage with a salesman, all communication were via email or phone, The whole deal seemed shonky!!Inverter rating: 4/5
18 February 2022
Great Installation experience
Sales and quoting process was excellent was given a lot of information on the products used and the amount it was going to cost to install and savings I would make.The installation team were great arrived on time and were helpful with questions and getting it started they tidied everything up before leaving.
Project Manager was also helpful and contacted me with every step I had to go through phone calls and emails.
17 February 2022
Best of the best.
Kristian was absolutely fantastic from sales. Extremely helpful and knowledgeable. Some of the best customer service I've had, the same can be said for Sophie, after being handed over from sales Sophie did an absolutely amazing job keeping me informed and up to date.Jason the installer was also absolutely fantastic, work was incredibly professional and tidy.
10/10 in all aspects. Not a fault through the whole process.
Panel rating: 5/5
Inverter rating: 5/5
16 February 2022
Fantastic company on every front
We needed a Solar system replacement, since our existing 10 years old system became faulty with panels moisture ingress.Approached few companies, including GEM Energy found through the RACQ magazine. From the very start they proved to be very customer focused and responsive to our questions, and once we received competitive quote, our decision to go with them seemed to be an easy one.
From the first contact with Andrew (Sales), to Project Manager (Sophie) and finally the installation (Ashley), GEM Energy more than lived to our expectations. There are many companies in the market today that boast about Quality and Customer focus. In my personal experience, very few actually deliver on their promises. I have led Quality and Operational Excellence for many years in a large national organisation, so I know a little bit about this area...
GEM Energy excelled at every step.
Sophie is one of the best project managers I have met in my career, being frequently in touch via email or phone, so we new exactly what and when is planned.
Ashley with his crew delivered nothing less than perfection, from dismantling the old system to the installation of the new one.
If you are considering a Solar system, make yourself a favour and talk to GEM Energy!
15 February 2022
Excellent job from start to finish
Very happy with Gem Energy for installing our solar from the consultant, manager and team. The communication with everyone was very reassuring. I would recommend Gem Energy to anyone to have the best solar installed. Thank you so much. (Happy Customer!)31 January 2022
Gem Solar installation
The installation of our new solar panels was flawless and expedient from sales through to the installation.Communication for the process was clear. It all happened quickly despite being in the end of year silly season.
27 January 2022
Very professional and efficient.
The quoting process was excellent - the Rep, who came to see us explained everything in detail. (Other quotes received were phone quotes) We appreciated the personal contact.The installation was seamless - the guys were very professional and kept us in the loop.
Gem energy has excellent customer service and kept us well informed along the whole process. Highly recommended
31 December 2021
Excellent communication. Installation was quick and the panels looks lovely and discreet. Very happy!
Everything from the sales process to the installation was quick and easy. All my questions were answered in detail. Overall, I am really happy with the experience.Panel rating: 5/5
Inverter rating: 5/5
27 December 2021
Quality Product, Professional Service
Delivered on time. Sales and quoting process was professional, efficient and informative.Installation was as smooth as might be expected.
Customer service was excellent.
Panels, inverter and battery are working well.
Panel rating: 4/5
Inverter rating: 4/5
Battery rating: 5/5
07 December 2021
Finally put solar on our house.
Sales and installation went smoothly. System working well since instal.07 December 2021
Very easy and enjoyable process from start to finish
Great service from GemEnergy. They gave me all the information I needed to make an informed decision on which quote to go with. They were really respectful through the whole process. GemEnergy have provided a great quality system for a very competitive price.The system was installed by Smart Energy Choices (organised by GemEnergy). I can't recommend these guys highly enough. They were professional, informative and very helpful in getting me set up on the day of install.
Overall a great experience all round.
Inverter rating: 5/5
06 December 2021
Tailored options, great communication and a safe installation.
Really happy with the service and professionalism from GEM on my 5kW solar installation. Garret Hay was really knowledgeable and willing provide a range of options that suited our situation. He listened and gave us credible options without being pushy like other solar salespeople. The installation was on time and went smoothly, despite a few challenges which were uncovered with my existing electrical work. Michael Edgar communicated as all of the challenges were identified and talked me through options. The solar was installed and my switchboard is now much safer.Panel rating: 5/5
Inverter rating: 4/5
29 November 2021
Original Review on 28-03-2021:
Highly recommended
Prompt efficient informative service ,kept up to date with all installations8 months later we asked Sarah : "Are you happy with the performance of your system so far?"
Yes11 November 2021
Original Review on 23-03-2021:
I was impressed with the quality of their project team, and final documentation
My entire exposure to Gem and their subcontractor was both positive, and impressive. I was kept well informed and aware, they were quick, and the standard of documentation was most impressive. The install contractor was well organised and completed the job to a high standard of workmanship & appearance (as a retired sparkie I am well capable of judging).8 months later we asked Alan: "Are you happy with the performance of your system so far?"
Yes I am quite satisfied with it, and with Gem and the manner in which they operate.11 November 2021
Gem Energy the solar professionals.
It pays to do your homework when looking at solar for your home or business. I actually cancelled an order with a very large solar provider that heavily advertisers after looking more closely at their many customer review complaints, which I did not want to become another statistic. I also was looking for a seamless service from start to finish. After a long and through search I finally found an experienced company called GEM SOLAR with great reviews where I was kept well informed by Chris Roulston in Sales of the choices and finally settled on a quality Canadian Solar Inc Panels and Sungrow Inverter that best suited our needs. Chris was excellent and supplied us with a couple of alternative quotes as well as satellite images showing placement of solar panels on the roof. The Installation Manager Sofia Rivera was terrific and kept us updated thru the install process, it was was seamless from start to finish. Michael, Ian and team doing a perfect professional installation on time. Michael was always so helpful, patient, professional and showed us how the smart app worked as well as the inverter. The energy supplier had us up and running operational in 1 day as we already have a smart read meter in place. i would highly recommend GEM ENERGY to anyone looking at SOLAR whether it was residential or commercial. 5 starsThank You ,
Frank and Beverely Usai
Panel rating: 5/5
Inverter rating: 5/5
09 November 2021
Great Installer
Garrett supplied an informative quote and came to our house to present the quote.The installation process was smooth and they came when they said they would, the communication was great throughout.
We had great customer service all through the process.
The sakes and installation was fantastic and so professional
The sales and quoting process was so good it was a pleasure to deal with RACQ Solar. The installation was punctual and completed as advised. The installation team were so good and efficient. The customer service made the whole process so easy.Everything was organised for us including the connection and documentation.