Genesis Energy Reviews 

As a potential new customer, I called because I could not find the answers on the website. The "customer service representative" that answered was rude and told me" to check the website", and would not answer anything that could potentially be found on their site.
She had to transfer me to someone else, who was lovely, but the damage had been done. I do not want to have to deal with rude and uncaring representatives if I have an issue.

I am writing this review as a landlord who was previously a customer at this address. My experience trying to simply restore the power supply to my rental property after the tenant vacated was an absolute nightmare, wasting over an hour of my time and leaving the property disconnected.

The problem was a complete lack of common sense and inefficient customer service:

Excessive Verification: Despite the property being previously under my name, I was subjected to numerous personal questions and endless delays just to start the reconnection process.

Unreasonable Document Demands: After emailing the requested End-of-Tenancy Letter (proof the tenant was gone), Genesis then demanded I provide a copy of my Property Purchase Agreement or a New Tenancy Contract.

Ignoring Prior Customer Status: As a previous customer, my ownership should have been simple to verify with a standard document like the Auckland Council Rates Bill. Demanding a private legal document like a Purchase Agreement is excessive and invasive for a simple utility reconnection.

No Empathy for Urgency: The property is currently vacant and requires power for maintenance, cleaning, and viewings. The staff showed no understanding of the urgency and instead created administrative hurdles, leaving the property in the dark.

After years of loyalty with genesis energy, the customer service and honesty has gone down the drain. One person says one thing and the next says something different I felt betrayed and gaslit. Times are getting rough need to start recording everyone myself now. Time to end my service with these guys.

After years of loyalty to Frank Energy, we joined Genesis hoping for the same reliable service — but it’s been the opposite. Despite advising them of our move-out date (which they recorded), they kept billing us for power at the old address, then marked us as “slow payers” and even sent a debt-collection notice — while our current account was in healthy credit.

Customer service could not explain or resolve the issue, and now our credit history is unfairly affected.

Poor billing, poor accountability, and poor communication. Think carefully before signing up with Genesis Energy.

We have been with them for a year - then moved to a house that does not make use of gas - we had one full cylinder however, according to them, one weighed 2kg and the other 0 iro gas in the cylinder...we used 45kg +-3months HOWEVER, "according to them we used 90kg " and we are only two people.....so NO REFUND for one full returned cylinder.....BEWARE OF THIS COMPANY - I DO NOT RECCOMMEND

Automatically got moved to Genesis after being with Frank Energy for a year. Rates are significantly higher, I was moving house anyway, so I went to cancel, and omg their customer service is TERRIBLE. Will never think of joining them.

I was looking to change gas bottle providers so I called Genesis. I placed a call back but when I picked up the phone i was placed back in the cue! Trying to simply get hold of someone to talk to was absurdly hard. Great way to loose business!

Tried to sign up with Genesis, they provided no start date, would not answer our calls and the webchat team were either always training, or not trained at all so they didnt know what they were talking about. I am baffled they are even able to operate the way they do. Some investigation is needed. We still didnt have power on after one week. Decided to call Mercury, they had us connected within an hour including all necessary checks all over the phone. I am still in disbelief at how poor Genesis actually are. I do not recommend at all, they are useless and thats the blatant truth.

Genesis Energy- would not recommend. Very Expensive, NO customer service - waited 1 hour trying to get through after 1 hour trying to put request through their website- they did not offer me the reason why I was trying to contact them/ very poor. Previous energy company who I was with Frank Energy for 5-6 years were fabulous. I was forced to change from Frank Energy who I had been with for 5+ years when they were no longer able to supply gas!!
To avoid dealing with the big 4 energy retailers I think I’ll get rid of gas or split our bill and go back to a company who offers fair pricing and good customer service.

Would not recommend Genesis- their Power Shout is an absolute marketing gimmick/ con. Don’t be fooled!

Terrible customer service. Was on hold on the phone for an hour waiting to speak to someone and then gave up. The chat support is average and they don’t answer promptly either.

Use for electricity and gas. So far, been pretty good. Their EV plan is good value.

Genesis are the worst NZ power supply company when trying to speak to someone by far, over an hour to hold and wait on phone, the chat is a joke, c'mon Genesis, get some extra staff, Im sure you make enough!!!!

What can you say politely about an energy company who are unable to be contacted by phone or email...but say they might be able to call you back in FIVE DAYS if you book a call. Disgusting service and the big finger to every customer or potential customer. How on earth can this be considered remotely "acceptable" communication or customer relations ? Less than one star would be appropriate.

Genesis are just impossible to contact, been trying to contact them all morning. I have not suffered such a lack of customer service for many many years. If there was another option in our town I'd use it, sadly there is not.

They are rude, arrogant & a bunch of TOSSERS !
Ripping customers off constantly !!! go to another provider like Contact or NOVA because GENSIS are rips offs

Oh my goodness. Genesis rocks! I am happy with this company for sure. I managed to get my gas connection stopped and it didn’t cost me anything as they listened to me when I told them it was unfair to charge a penalty for stopping my gas when I was very very close to the end of my fixed term for dual supply which ended at the very beginning of January. Thank you. They also just gave customers a 15 hour free power shout to be used whenever you want to use it. Thank you so much for that (they give regular power shout hours away). And I’ve just received 7 new LED bulbs to put into my house to save energy usage for now and the future! Those bulbs are so expensive and I could not afford to buy them so because I have no LED’s at all they gave me 7 instead of 5 so I have been able to replace all the lightbulbs in my house with energy saving LED’s! I’m so happy! Thank you Genesis!

Have been on the phone to be connected for more than 1.5 hours. Come on Genesis it’s ridiculous waste of time for your customers. Get more staff to answer your phones surely!!!

Just signed a gas bottle contract with Genesis. Today they came to replace the gas bottles. They threw the rubish and recycling bin in the middle of our yard made a huge mess - threw some wood boards that we had laid against the wall in the middle of the nack yard as well. They did all of this as I was standing there, when I asked what you doing?! I was completely ignored.
I'm absolutely SHOKED by how genesis treates their customers. I'm going to cancel my contract.

Ripped off! $333 bill for January 2025.

Absolutely SHOCKING called to get power connected as I found out previous tenant at property was using genesis so was hoping for a remote re-connection to save on manual call out fee in weekend move in date. Called and logged a callback waited an hour and half for a call back then they called and placed on a hold for 42min no one answered - going elsewhere!!!