Energy renovation: who are the eco-delinquents, their victims and how to avoid the pitfalls?

Today, on the basis of information collected over the past few years, Qualit'EnR draws up the typical profile of a company and its representatives whose practices may be similar to eco-delinquency. An eco-offender often approaches by telephone, which has been prohibited since July 2020, he has a more commercial than technical posture and aims to have an order form signed, often including a waiver of the legal withdrawal period. Qualit'EnR also presents the typical portrait of consumer victims: owners of an old house, people living alone, often vulnerable and eligible for the most substantial financial aid. Finally, to fight against eco-delinquency, Qualit'EnR offers 10 practical tips to apply before and during construction to avoid being trapped.

Qualit'EnR, the leading qualification body for renewable energies, received 508 complaints between January and mid-November 2022, mainly relating to companies claiming QualiPAC and Qualibois. However, 51% of the complaints received actually concerned a company qualified by Qualit'EnR, ie 1,4% of qualified companies.

Eco-delinquent: a commercial profile focused on the profitability of the investment

The data collected by Qualit'EnR makes it possible to highlight that eco-delinquents present themselves under a catchy and misleading company name that may refer to a known brand... These recent entities engage in "aggressive" commercial practices, such as cold calling, and now prohibited for energy renovation work.

Some clues to identify a potential eco-delinquent:

• He looks like a salesman and often travels with a printer
• He does not go around the installation for a technical evaluation
• His speech is quickly centered on the costing and the profitability of the investment
• It offers credit almost systematically
• He invites you to sign immediately and waive the withdrawal period by mentioning a promotion to be seized immediately

The victims: isolated people eligible for aid

Most often, the victims consider that they have been the object of misleading discourse constructed from plausible and verifiable elements. They say they didn't see it coming.

Who are the victims particularly targeted by eco-offenders?

• The owners of a detached house in the former living in a large population pool
• Vulnerable groups: retirees, isolated people, disabled people
• Households eligible for substantial financial aid, low incomes, people in debt...

10 tips from Qualit'EnR to avoid pitfalls

Individuals wishing to change their heating, hot water or ventilation installation and benefit from the advantages and financing by calling on a qualified RGE company must be vigilant on a few essential points.

Before signing:

1. Check that the installer is RGE qualified on France Rénov' or with the qualification body
2. Flee direct canvassing, overly commercial speeches focused on the costing and profitability of the installation, hasty contract signings or at fairs and be wary of special operations
3. Check that you sign a "quote" and not a "purchase order" and ask if the company carries out or subcontracts the work
4. Look at the duration of the construction site: a heat pump is installed between 1 and 3 days, no less
5. Have a minimum of 3 quotes drawn up before opting for an installer, detailed and complete descriptive quotes for the service, distinguishing at least between the items "supply of equipment" and "labour"

During construction:

1. Ask for a detailed descriptive invoice (distinguishing at least the “equipment supply” and “labour” items) and complete for the service, in accordance with the estimate (with precise description of the equipment installed and exact references of their certification). Check that the brand and model of the installation correspond to the mentions of the estimate and take a good look at the finishes
2. Obtain a thermal study before or after the construction site
3. Sign an installation acceptance report
4. Check if a maintenance contract for the installation is offered
5. In the event of a dispute, contact a consumer association and the qualification body if the dispute has a technical scope.

In 2021, Qualit'EnR estimated at 1% the number of qualified companies concerned by a customer complaint and at 0,12% those whose practices could be similar to eco-delinquency. A figure that contrasts with the rather alarming results of certain studies.