Genesis Energy Reviews 52

We recently moved into a new home and arranged LPG supply with Genesis. Having come from a mains gas setup, we weren’t familiar with bottled LPG and initially assumed the cylinders at the property were part of the house.

Shortly after moving in, both LPG cylinders were removed while the property was clearly occupied - car in the driveway, belongings visible, and my partner and kids at home. No one knocked, and no note or communication was left. This left us without gas.

We then organised replacement bottles.

Our frustration is the lack of safeguards, or commitment to change that. Genesis confirmed that drivers are not required to check occupancy before removing cylinders, and do not leave notices. In this case, a simple check or communication would have avoided the situation entirely. They did not offer any apology.

Overall, a mixed experience. The supply side works once set up, but the lack of basic checks and communication when removing service is a clear gap.

Would give 0 stars if possible. Have had nothing but issues with Genesis since signing up with them when we moved house in January. We have - just this week -left their power services after about 20 phone calls over the past few months. We've been overcharged as they were using estimates; told issues have been resolved when they weren't; unable to access our data; the people on the phone each time seemed unaware of our previous conversations (do they not use a ticketing system where agents log their calls?) so we had to recite everything from the beginning each time - and the story would get longer each time due to the ever growing amount of issues; we'd be promised things would be fixed and they weren't; and, most recently, when we called to give a final explanation and ask for a final - and accurate - bill (they tried to charge us $400 incorrectly?), we asked them to confirm multiple times that they would NOT be taking our gas bottles/closing the gas account. Well, guess what? They did. Honestly, they are the absolute WORST company we've ever had to deal with. It has caused us months of time, stress, and money. Do NOT waste yours - go elsewhere. Utterly disgusting. And yes, we will be making a formal complaint.

Very poor service, ring 0800 number and said it's after hours, WTF . time 5.30 pm when ringing 0
quoted from their website

Do you know we have a dedicated team for Farm Source?


We know that it's always easier to speak to someone who can help you straight away. That's why we have a team available Monday to Friday 8am - 6pm to help our Farm Source customers. You can get them on 0800 436 048 or farmsource genesisenergy.co.nz

IMPORTANT INFO YOU SHOULD KNOW ABOUT GENESIS ENERGY; I was with GE for 10+ yrs, my power blew out at the entry point and wasn't repaired for 6 days. Therefore my POWER WAS OFF 4x full days and 2x 1/2 days. The daily supply charge is of course still charged, this should have been approx. $2.20 per day. However for the 4 FULL DAYS I HAD NO POWER I WAS CHARGED $5.90/DAY?? THEY ARE RIPPING CUSTOMERS $3.70/DAY but you don't know this until your power is completely out for days. (Very rare). They offered me $25 credit I said No, they credited me $50 anyway. I changed power companies.

160,000 GE customers charged $3.70/day for nothing, (just because you don't realise they are)
= $216,080,000.00 ie over TWO HUNDRED MILLION DOLLARS PER YEAR THEY ARE STEALING OFF NZ'ers.

Check your BS "Power Shout" too, because I was credited 50c for a supposed free $5 odd worth of power shout booking.

Its white collar crime, it can't be legal.

Incidently, after I had switched to FLICK and was enjoying approx. $100 per month cheaper power bills (hmmm 3.70 x 30days = $111, funny that) well my power blew out again. Flick sent a linesman around and he picked up straight away that the fuse in the pole was far too small for what I needed, (I was always blowing fuses at the meter board) he put a big long pole up to the top of the power pole and changed it and I never had a problem again.
GENESIS ENERGY didn't pick that up and so;
* as well as being RIPPED OFF $3.70 EVERYDAY,
* also CONNED into using power thinking it was free and it certainly wasn't,
* I had ON-GOING HASSLES WITH BLOWN FUSES as they were supplying me with a sub-standard service as well!

Costs keep going up. They made an excessive profit this year. The only reason I am still with them as I also have piped gas. This is changing soon. I have bit the bullet and am going all electric. Genesis tried to tell me to keep the gas metering for future. They must think customers are morons and cash cows. My advice, shop around.

I was misled by a comparison website that claimed Genesis Energy was the cheapest option after I entered details from my current power bill. After switching, I was shocked to receive a bill nearly double what I had consistently paid for years. I sent them my previous six months of bills for review, and customer service amended the invoice by only $3. That response was unacceptable. I immediately switched back to my previous supplier. This experience felt extremely misleading and unethical.

My mother passed away in 2020 and I took over her property and as Genesis was already her power provider I decided to stick with them. After sorting out her estate information they recommended I make my own account instead of taking over hers, so I followed their advice. Fast forward five years and Genesis send a paper letter to my mother's 'Estate' (so basically to me) stating that her old account had a negative account balance and that as long as it was marked as received before September 2025 the balance could be reclaimed. Good news, right? Well no, not when Genesis failed to send the letter until 3 months after September had already passed! That's right, I received the letter in December. So I contacted them and was assisted by an obnoxious customer service agent who couldn't handle any query that wasn't printed on their 'customer service' cheat sheet script. They said I wasn't noted as the executor to her estate despite all that being confirmed and finalised 5 years earlier. After wasting my time for ages I just gave up and am now shopping around for a new power provider. An utterly hopeless power company who keep raising power rates every few months to squeeze more and more out of you despite their service being rubbish.

I would give this company -10 ratings. Absolute bullies that put profit before people. Everyone that runs this oppressive machine deserves homelessness for Christmas. These are the scum that call shots.

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!!!!