ista Deutschland Reviews 

Employee named Mikail Özer came in scheduled time, set a new heat cost allocators on radiators (heizkostenverteiler) and left a space clean. He was really helpful and patient with me even though I don't speak German at required level to understand everything. We managed to keep conversation through translation tools. Overall, it was pleasant experience.

Quick and efficient service

Ista's employee installed the meter for our heating system wrongly and this caused significant increase in our yearly bill. On their second visit Ista confirmed that it was their fault and they apologised and fixed the meter however they have not responded to my requests about the refund of the extra amount that they have charged me. I have sent several emails but did not get any answers.

I am writing to address a significant issue regarding ISTA's recent service appointments. On two separate occasions, I was scheduled for visits that were blatantly missed by your representatives. Despite being present at home during the specified times, no one from ISTA showed up. Subsequently, I received notifications falsely stating that I had missed these appointments.

This recurring problem extends beyond my situation; my neighbors have encountered the same issue. This is unprofessional and unacceptable.

I have now been instructed to arrange a new appointment and, inexplicably, am being asked to pay for the visit. I refuse to take on these additional inconveniences and expenses, having already taken time off work and waited for the scheduled visits twice.

Given the lack of an available email address for direct communication, I request your guidance on resolving this matter. I will not be making any calls to reschedule, nor will I accept any charges for visits that ISTA failed to fulfill despite my availability.

Could you advise on how to proceed in rectifying this situation?

The good service they offer to their customers.

Do not use ISTA. I`m a property owner in Germany and have had nothing but bad experiences with that company. USE SOMEONE ELSE.
They are horrible. They are not able to electronically send me bills as I´m living in the US and not in Germany.
BUT they are sending me a court process for not paying the fees by email.
All they are about is making money. Customer service is horrible. When you call you wait endlessly.
USE someone else.

Absolutely horrible. This morning a worker came to replace the water counter. First, he tries to come into my apartment without a mask. I tell him I won´t let him in unless he has a mask. He puts a mask on then proceed to do his job. After a lot of banging and a lot of forceful movements he finished whatever he was doing and leaves. I go back to bed. A few hours later I woke up, enter my bathroom which is full of water. I call Ista and they are asking me a bunch of questions to which I can´t answer cos I´m not a plumber. I ask them to send someone to fix what this guy has broken, since my bathroom has been in perfect order for years. They tell me to call the landlord because it´s not their responsibility and the people doing the job are just contractors, they don´t work for Ista itself. In addition they say theat if the damage is not on the counter itself, so if the guy damaged something he was not supposed to touch, that I have to pay for it. I should take these people to court. This is absolutely unacceptable.

This company doesn't deserve even 1 star. I collected my key of my flat in 2017 and I rent it out. Before I collected the keys, no body told me that the heating will be charged separately and in fact, I didn't receive the bill regarding the heating for whole year. However, one year later, I was suprised that I have received heating bill with a huge charge from this company and my tenant has checked out and gone back to his own country, which means it's impossibel to ask the tenant to pay this fee. I have contacted ISTA for many times and asked them to explain why do they send the bill after 1 year but I never receive any feedback. Now they are raising a legal action to pushing me to pay this ridiculous fee. I'm not the only one whom has this issue, it's the issue for all leaseholders in this building. It seems I have no choice expect to pay this charge. DO NOT USE THIS COMPANY!!!!

This company seems to like wasting my time, sending me regular outstanding balance letters, with mention of legal action, even though I have had a direct debit set-up with them, and they are taking payments on a monthly basis.

Extremely rude and unprofessional customer service. You phone for help and all you get is "NO,NO,NO!" from very rude, grumpy femal staff. They talk over you and then hang the phone in your face!Not once but twice with two different advicers and both are females. Very argumentive and bitchy. What kind of staff is this? What kind of customer service is this? Did you train them to talk to customers like you talk to people on street? It feels like you phoning them and asking them for a favour and it's up to them how they treat you or talk to you. Your staff are giving you bad reputation by delivering disgraceful customer service to your customers. Thanks to them I don't recommend you at all!

This company provides you with no explanation for the inexplicable high charges. The most similar and accurate way to explain their way of operating is a "scam".

Very bad experience, they don't worry about customer experience, they don't reply to emails if you call them they said we will follow up as soon as possible but I never heard anything from them. I live in Dubai, I moved in at 25th of July and it's 5th of October and I haven't got any bill till now, I have asked for bills many times through emails and calls but they just said we will let you know once bill is generated, how is it possible that the August bill is not generated yet it is 5th of Oct, the point is that they don't have any competition here this is only a chiller company in this building and I did 1 year contract I have no other option and they know it, this is not just me there is my friend living in the same building he got his 3-4 months bills together.

Terrible experience, customer service super rude, they only send bill by letter and sending those by email is not an option even when it will down the cost and help the planet.

I been over charge, also I have “over paid” so is a total mess due I never have money on due and I have never overpay

I have experienced the very same problem and am living in a flat which is grossly over-heated in winter and killing in summer, with no way of turning down the heat. Ista is billing £500 for the summer quarter for heating and lighting a small new-build 2 bed flat. It's so bad that people are thinking even of installing air conditioning – just to really waste some more energy.

Is anyone aware of any UK competitors? I think I'll refer it to the Competition and Markets Authority.

Ista is now owned by a Chinese company, following clearance by the European Commission.

Update. The Competition and Markets Authority are aware and consider that the whole industry requires regulation. ISTA are not members of Heat Trust, which sets out a common standard for the quality and level of customer service. Says it all, really!

Horrendous and expensive. Will teach us a lesson when renting an apartment to look into the energy supplier before signing a contract.
Stay away from this supplier.

Very bad energy supplier. My bills before them was around £70 per month it’s now up to £244. I went on holiday for two weeks and came back to find out I been charged for not using heating or hot water. They ignore any emails I send and hung up on me when I question the bill. This supplier is used by most housing association be warned.