Empower Energy Solutions - Head Office

No customer service number and the quality service provided is below the level of Dubai services

To collect the deposit refund they offer just two options: through bank check or personal appointment previous one month waiting time. It is incredible that with all the today's technology and financial systems, they cannot return the money directly to the customer account and avoid all hassle, taking into account that opening hours are also very limited. No mention that all communication channels are very limited and not working properly specially customer service line. Additional the top on the cherry: customer service staff at office it's not friendly at all. Service needs lots of improvements!

Amazing experience for my refund. Emmylou was outstanding in her service and professionalism. Her friendly smile and positive customer service energy for promptly dealing with my request was much appreciated. Thanks Emmy

I went to customer service empower at hudaiba bldg
Ms hessa al Rafi at customer service is soo helpful she actually made a follow-up and completed all our issues. The management should appreciate her work as she is very good at customer service, much appreciated.

Regards
Mohammed sayed

I have a good experience with Empower so far, especially when taking my security deposit with Emmylou in counter 6, very kind and quick service. Excellent and very professional service

Want to give a heads up to Empower.

I was travelling and politely requested Miss Amna if I could somehow get my final bill early.
She went out of her way in customer service and made it happen.

The fact that she made my refund within 10 minutes instead of an appointment was icing on the cake.

Customer service executives like such are hard to find and she should be given a promotion for her excellent coordination and helpfulness.

One of the best experiences ever.

I went there to pick up the cheque EmmyLou tama is very polite and my procedure went very smooth. Thank you Emmy Lou and empower to make things easy.

The worse customer service ever, i have been living in dubai for 10 years, this the worse i ever experience, there is 6 counter only 2 maybe working if you are lucky.everyone on their phone, they send me from JLT brunch to the head office to get my refund as i was leaving the country, the lady from counter 3 kept moucking people from the request she is receiving on her email, they was sooo rude, she rejected all my documents, without even explaining to me what's the right once.the on counter 5 made me feel asking for my 2000 aed begging i kept explaining my situation by the end she even say why do you need it, then she put pressure that they close at 2: 30 pm while office timing 3: 30 pm, honnestly over all experiences it's not pleasant at all, if you could avoid Empower and go for chiller free do it or the day you signup just forget about your refund.

Want to send an appreciation note for Ms Muna Yaseen,
She was very helpful and swift to settle my questions. Everything swift, clear and up to the point! Great service.

Horrible experience, first they disconnect my AC because of 700 aed outstandings while traveling. Security deposit of 3000 aed with Empower, makes a balance 2300 aed security. Connecting charges 1000 aed. Zero customer service, phone, email, nothing. If I could rate with minus 10 I'd gladly do so.

Have patience to receive your security deposit, you need to upload many documents in a disastrous old system. If approved you get a appointment in 3 weeks, 25 min drive to Deira one way, waiting in a queue for 60 min (with a exact 1 pm appointment). Finally you might get your cheque which you need to deposit in a bank again. Year 2023? Really? Same process with Dewa took minutes

So far the worst service in dubai. To get refund of security deposit you need to apply for appointment which is minumum one month away. What is this? Why you treat residents like this? To get refund by cash only? It is a joke in 2023. Shame on you guys.

I applied for refund
I m visiting empower since last 7 years
Ms Latifa and Ms muna guided me properly every time
Ms Amna Ms Emmy Lou all were very helpful full

Terrible customer service
Communication with a customer is very poor - I drove twice from RAK just to talk to someone
Conflicting information was shared in person and in emails
No possibility to speak to someone on the phone
Refund takes over a month now
Despite of receiving an email that my refund was processed, the cheque was not ready for collection- one and a half ride from RAK in vain.
No respect for customers time and expecting a customer to know their procedures, without clear communication

غير معقول ولا مقبول البقاء بمنزل جديد بدون تكيف وانتظار ايام وساعات عملهم حتى يتم الرد علينا سوف نأتي بعد ٣ ايام

There is a intentional effort to build process to NOT Refund Security Deposit. This organization is not honest with customers, I had paid my last bill outstanding honestly but even then they withhold saying NOC not given by landlord and gave lame excuses for not refunding amount. They stated some fictitious notifications

Its shocking how little the company has done to improve their reviews.
The call centre lines keeps dropping the options are incorrect, when undo speak to someone after several attempts, they misguide you, each agents says something different the same day on the same issue.website keeps hanging and doesnt have the options call centre directs h to.

For a simple disconnection it takes days and they are sneaky and rude. Do not want to return security deposit and keep charging when u have already asked them to disconnect.

Shocking how there r no laws to protect the time of consumers.

They have so many offices around town and yet make you drive half an hour the one single
Head office to collect the deposit?

This organisation has the worst customer services experience you will ever encounter. The most difficult to deal with, their e services don't work and the call centre has options designed to send you back to the website. If there was any choice they would have been of business years ago. Typical of this region

They charge you like lightning for deposits and late payment but subjects you to hell and beyond for refund deposit. I've never encountered a company that does not acknowledge authorization letter - not even if it's notarized. Oh and by the way, if you miss your refund schedule for any reason, rescheduling is another 30 days. Awesome!

This service is ridiculously expensive, think twice if you planing to move to a place with empower, cannot even give one star.

Good experience. Got my security deposit back and process was quite smooth and obvious. Staff was cooperative enough.

The most horrible, disgusting and just unbelievably horrendous company EVER. Customer service never works, phones never work, emails never get replied to and to top it all off, they have a disconnection fine of 1050DHS! Even in the worst months of Summer using the AC 24/7 the bill doesn't even come close to 1000dhs, yet they fine a STUPID amount for the dumbest possible reason. HORRIBLE PEOPLE.

If i have a less than 1 star i would highly recommend.

worst service and unable to reach any of their customer service.
very high bills

Worst experience during the account closure and final settlement process.
I have submitted the final settlement request and they rejected saying multiple reasons like NOC, Owner Sign not matching, etc and closed after 10 days of back and forth emails/calls. I got charged for these 10 days even though service was not used. I called their customer care to enquire regarding the bill and the way they responding is unacceptable. They were talking nicely when you take a new connection and the response is very different when you plan to close the service or refund process. I suspect they intentionally kept my request open for 10 days so that they can charge (rob) me!

My experience with Empower, just started and already a nightmare, exorbitant charges, a lady on the telephone who sounded very overworked and disrespectful, and to top it all I paid my bill and it still shows overdue in the current billing cycle.
All I see is a very incompetent team that we will need to deal with.

Worst Refund process, you start the refund process only from Monday to Friday that too 10 AM to 3 PM. How normal can come and collect the cash? Why don't you start your work early by 8 AM so that we can collect and go for our work? Why don't you have local bank account transfer? Even for cheque collection need to visit your head office! For new connection, we don't need to visit your office but need to visit for refund process after connection closed. One of the worst experience with this company. Stupid working model and pathetic customer care service.

معاملة فى منتهى الرقى. سرعة فى الإنجاز. سهولة ويسر فى الإجراءات. موظفات على درجة عالية من الكفاءة والمهنية وحسن المعاملة. شكرا لكم

I have been trying to talk to someone at Empower for more than a week as we received a huge bill for the AC.

We rent a one bedroom apartment in Business Bay, we work from 7am to 6pm, 5/6 days per week, and we were away in Summer, July and most of August.
During the hottest months, we use the AC for one to two hours per day in the evening (we do sleep without AC and we have not been using it since mid-October as it often makes me sick.)

However Empower charged us more than 700aed per month, July and August included when we were not in the apartment! In 6 months we paid about 4600aed + the 2000aed of the deposit.

Nobody available to give us an explanation or an actual breakdown of the costs, nobody who actually answers to emails or phone calls.

Do yourself a favour: avoid buildings with Empower at all costs!

Went for Security Deposit Refund.had already taken appointment before hand.
Parking is available inside the premises. Center was almost empty and service was quick and efficient.

Unacceptable customer service. Huge company that are open 9am-2pm - what are people supposed to do who work 8-4 and are unable to get to Head Office. No option to speak to a customer service representative when you call the only number provided. It is just by chance that that option appears.

It was very nice experience, effortless refund process. Within 5 min my refund process was done. Very well organized.

NO ONE ANSWERS, the bill comes every 19 days with no details whatsoever! My apartment is empty no one lives there and the bill is 800 dhs +. They send a bill from 31-08- 2021 to 20-09-2021 when we are still in 02-09-2021 and the bill is 788 dhs please tell me how on earth do you calculate a future bill of an empty apartment?

Great offices and staff. Easy refund and prompt service. These guys are good. Parking is no issue at all.

My request was very late to activate empower, I don’t have much time to wait for activation by online I visited customer service centre and requested too then for help Ms Afaf helped me quickly and processed my request quickly, also she guide me to de activate my old account. Thank you Ms Afaf, appreciate for your quick action and kind customer service.

In any company someone would get fired with these reviews. But empower is monopoly. It’s so sad to destroy the image of duBai. They are the reason not to live in this city. Horrible charges poor ac cooling and absent customer service. DONT RENT A BUILDING WITH EMPOWER

Reaching customer service is pathetic. Most of the times call gets disconnected. Really wonder why they haven't improved customer experience from many years.

You can never ever reach out to their customer service. Impossible.
And website is error all the time. It is really frustrating.

The worst service ever in my life
Nobody can answer or respond to our requests
Spent hours and hours to get through to anyone but unfortunately no answer this is really disappointed
I need some to contact me immediately from this horrible company

Try to avoid renting any apartment with Empower because simply you will end up paying a lot and getting nothing in return! I mean they don’t have customer service over the phone for god’s sake!

Established in 2003 by Royal Decree, Empower (Emirates Central Cooling Systems Corporation) has grown its facilities from a single temporary plant in Dubai International Financial Centre, to operating across 65 plants representing 70% market share in the UAE, and serving over 45,000 customers.

Empower currently provides its services to world-class projects such as Business Bay, Jumeirah Beach Residence, Dubai Healthcare City, Palm Jumeirah, Jumeirah Lakes Towers, Dubai Production City, Discovery Gardens, Dubai Design District, and has several developments in the pipeline.

Empower is a member of the International District Energy Association (IDEA), and has won several international awards including multiple IDEA Innovation Awards in recognition of its Centralised Metering Data Management System, which manages around 55,000 smart meters, as well as its groundbreaking Treated Sewage Effluent technology.

In 2014, Empower acquired Palm Utilities, Dubai’s second largest district cooling company and is now the world’s largest district cooling services provider.

Empower is a joint venture between Dubai Electricity and Water Authority (DEWA) and Dubai Holding subsidiary TECOM Group, providing cooling services to large-scale real estate developments in Dubai.

Absolute disgrace of a company. Rude unprofessional staff. Answering the customer service line with “yes”! They now have a new phone number. One that makes sure there is no option to speak to anyone, just directing you to their inefficient website. They make it impossible to get your deposit back. Left dubai without my deposit. THIEVES

The worst service, the most expensive. I prefer not to rent any apartment within the coverage of empower services

It is advisable to look for apartments/villas which are not under the cooling of Empower. Their processes are sometimes slow and unclear. You may end up losing your time, money and energy to follow up on requests.

Unjustifiably overcharging customers for a MUST HAVE service, also disconnection fees=1000 AED within one month! This is the only provider that charges such fees within a short period.
The authorities really need to look into this company.

The most expensive district cooling in Dubai. Absolutely horrible air conditioning. Just not worth it.

The worst ever in bill amount, fines and even customer service.
I hope authorities can control and regulate such establishment!

Poor experience.
Before you rent a flat, check if it had district cooling supplied by empower. It is worth it to find another flat just to avoid dealing with them. Very very poor customer service, long unjustified waiting time when 4 agents are sat doing next to nothing. Also note that you get royally ripped off on the charges where you use the AC or not!

Very bad compagnie, is not give me back deposit, never answer phone and mail, customer service is not respect nothing, no answer no help nothing, compagnie handicape

For deposit and other payments.they are accepting in any branch or online.but refund they give cash only that too in head office only.unnecessary waste of time and money

The worst service in Dubai
Very high billing, Poor service, cut service after missing 1 payment only and applying 1000 penalty immediately even though they have deposit!
Can’t reach customer service easily on the phone, very bad system for getting the Final bill.
Will never rent apartment that’s served by Empower ever again!

BAD SERVICE. NEVER NEVER NEVER! DONT CARE ABOUT CUSTOMERS. ONLY COLLECT MONEY FOR DOING NOTHING.

During Covid-19 crisis they're DISCONNECTING cooling and still charging AED1,050 for reconnection. You can't contact a human after 3.30pm, and when you do, the advice and promises given are incorrect. Terrible service in every respect. They might get on HRH's list of poor service providers this year

Bad experience deserve 0 star
We have to apply the same documents more than 10 times and I take more than 3 weeks to close the account, then when I have to receive the deposit they ask for a appointment and they not mention that even in the email.
Hope they will fix all this problems and make it easier for the customer

Kindly review the options to get the security deposit refund, as all the empower office closed and still not opened and no information about a approximate date of opening.and there is no option to get the refund to our bank account as a alternative option like dewa does.its been 25 days after i closed my account waiting to get the refund.it will be really helpful if you look into it and to have a refund bank transfer as we are struggling with salary cut and unpaid leave.

This is the worst company in Dubai, If there is any other option, even 1 i will go for it.this company is not matching the standard of Dubai.you are only charging money and you have no system, please learn how DEWA is serving their client.

The bills of empower is very high where it doesn’t match with the consumption and we can do nothing about it, except to move to a place where empower is not there
I was not able to receive solution for my problem
I am the whole day out and still I am paying 700 per month now in winter where I don’t turn on the AC and in summer an average of 1400 aed

One of the worst companies in Dubai, bad customer service, very high prices for AC, and it takes forever to get your security deposit back.

They open the office at 7: 30 am. I went there to collect my security deposit refund and I reached at 7: 45 am. There were very few customers waiting. My ticket was addressed within 10 mins and was processed within 30 minutes. I'm not sure how so many people are experiencing bad service here.

Dubai and all UAE moving forward to Future, except Empower, they move backward, it's shame to have such company still doing bad service in Dubai, I'm really surprised, time wasting if you complain, money wasting if you don't, anyway you don't get difference.

Don’t you ever move to a building with empower, they are the worst they steal your money and provide no services! It’s almost a month without AC in the JVC and no one did nothing! When you go to their office they treat you like you are not a human! The temperature outside is 45! And humidity is almost 80% you don’t feel shy? !

This is bad for the reputation of UAE, please stop them! They're stealing off people's money! These are real life corporate thieves! They scam you so bad with horrible customer service.
For customers, take this word and remember: NEVER LIVE IN A PLACE OR BUY A PROPERTY THAT USES EMPOWER. YOU WILL SUFFER EITHER TENANT, OR OWNER WHO WONT FIND A TENANT!

Almost like every business office's.with systematic meeting rooms and designated office personnel to assist with our requirements.

Thieves. Daylight robbers. They're supposed to be saving our environment using district cooling without affecting us customers. Seeing how posh and expensive their office looks, it's not hard to see where the money came from! They are the MAIN reason I moved out of my old home. Will NEVER move into a place that has their exhorbitantly highly priced cooling facilities.

Poor customer service, highly over priced.most expensive AC solution on the planet. Insane rentals on consumption meters. Basically THEIVES