EmpowerArvostelua 

My experience with Empower has been extremely disappointing.

Last month, I was away due to the unfortunate demise of my mother and was therefore unable to make my payment on time. As a result, my district cooling service was disconnected. When I contacted customer service to explain my situation, I was shocked to be asked to provide my mother’s death certificate and my travel tickets as proof before my request could even be considered.

I immediately cleared all my outstanding dues. However, Empower insisted on charging AED 525 as a reconnection fee. I requested that this charge be waived as a one-time exception given the genuine and unfortunate circumstances, but my request was refused.

It has now been four days since I paid my outstanding bill, yet my connection has still not been restored because I have not paid the reconnection charge. Meanwhile, my family has been forced to endure the extreme summer heat in Dubai without cooling.

This experience has left me feeling that Empower places fees and penalties ahead of compassion and customer welfare. While I understand that companies have policies, there should also be room for empathy and reasonable discretion in exceptional circumstances. Instead, I have found the process to be rigid, insensitive, and unnecessarily distressing during an already difficult time.

I hope Empower reviews its customer service practices and adopts a more humane approach when dealing with customers facing genuine hardships.

They are the worst when it comes to refunding your deposit. Their own policy states that refunds will be processed within 30 days, which is already an unreasonably long waiting period. Now, even after those 30 days have passed, I've been hearing the same excuse for the past week: "The refund cheque has been printed, but the CEO is unavailable to sign it."

My refund amount is AED 1,920, which is certainly not a small amount for me. Keeping customers waiting indefinitely for their own money is completely unacceptable.

Empower's service is pathetic and highly unprofessional.

They should learn from other utility service providers such as ALPHA and DEWA, who process customer refunds efficiently and without unnecessary delays.

Unfortunately, residents of Dubai have little choice but to use Empower for district cooling, as air conditioning is an essential necessity in Dubai's climate. This monopoly makes the poor customer experience even more frustrating.

They don't even deserve one star. If there were an option to give minus stars, that's what I would choose.

Title: A masterclass in extortion dressed up as a utility company
If you are considering renting or buying a property serviced by Empower, stop. Read this first. Then reconsider.
Let me give you the facts nobody told me before I signed.
The bills. District cooling sounds neutral on paper. In reality, you are looking at monthly bills between 1,000 and several thousand dollars. Not a typo. I want you to let that sink in — your rent or mortgage, the number that probably already makes you wince, will start to look like pocket change once Empower enters your life. A standard split AC system in the same apartment would cost you 3 to 4 times less per month. The technology Empower provides is not superior. The infrastructure is old, degraded, and constantly leaking — meaning you also get regular service outages and repairs as a bonus, for which you will also be billed in ways that defy logic.
The service. There is none. Every phone number listed as customer support either does not connect or rings endlessly into silence. Emails disappear. I spent the entirety of February and March attempting to reach someone at this company through every channel available to me. Not one worked. You are completely alone the moment something goes wrong — and something will go wrong.
The staff. On the rare occasion you do manage to reach a human being, prepare yourself. Condescension and an elevated tone are apparently standard operating procedure. I was spoken to in ways I would not accept from anyone, let alone a utility company representative whose job is to help me.
The billing after disconnection. When I moved out and formally requested disconnection — through their own official website, the only channel they offer — my request was rejected because I lacked an IBAN number. Meanwhile, the company itself issued a disconnection notification on 7 April. They then continued billing me through April, May, and June. When I raised this, I received threats of legal action. The fabricated invoices collectively exceed my security deposit of AED 2,000. Think about that: they have my deposit, they are billing me for months of a service I did not use, and they are threatening me with court.
The bottom line. Empower is not a utility company with occasional service issues. It is a system designed to extract maximum money from residents who have no choice but to use it. If you have any option — any option at all — to choose housing not connected to Empower's infrastructure, take it. The cost difference alone will save you thousands per year. The stress saved is incalculable.
I am actively pursuing every regulatory and legal avenue available to me. I am sharing this publicly so that others are not caught off guard the way I was.
Zero stars. Would not recommend to my worst enemy.

If i could give 0 or negative rating, I would.
Absolutely horrible customer service. They will make you cry if you want any service from them.
I have exited empower but have been following up for months to get my refund. they just dont respond and make you go around. Prepare for mental distress when dealing with them for anything. Absolutely ridiculous.

Absolutely atrocious, avoid living where you need to rely on them. Their customer services is 100% automated and serves no use, their email is automated so dead end there and their app is another waste of effort. The only thing that works is paying a bill, surprise surprise.

Worst experience. I'm waiting for my deposit refund for over a month they've asked for documents multiple times and they've confirmed that they have received then documents but yet haven't processed my refund. This has been going on since 23rd February. I will make a official complaint!

Pay 200 dirhams even if you haven't used the air conditioner at all this month, just because they decided so; you can't get through on the phone, and the rates are outrageous

Dubai is not known for its good customer service, but Empower deserves a prize for the worst of the worst. To put it simply, YOU SUCK EMPOWER!!!

I have applied for refund on 17th online with Passport, New sale deed, EID, IBAN cheque leaf copy.

EMPOWER can’t transfer Deposit to my local Bank. We have to select cheque option. The website says the the cheque will be issued to the account holder and the name to match with Title Deed.

Now they want a letter from all the banks in UAE that as per their IBAN my name is xxxx. I don’t understand this logic. The simple way of delaying the payment.

The unit already had cooling and operational from previous supplier just six months ago. They take over and turn off the AC until I have to put deposit and an application fee in addition the tenant has to do that. This should be regulated and previous contracts should be honored at least for a year in such take over situations.

They are professional scammers, I would avoid buying or renting in any building that has empower cooling services.

SCAMMERS , if I can rate 0 I will they will charge you for nothing and you cannot even find a solution or complain , every month charging more and more although consumption is sometimes less then the previous month, literally it's like they are taking your money and you cannot do anything about it , whenever you see empower just run

Shamsa did good job

Horrible service. Called 4 times asking to fix AC for which I’m paying hundreds of euros monthly. No reply no service

Unhappy customer like most people reviewing Empower. but we are stuck with no alternative. High penalty charges & poor customer care.

This is for everyone has to know that I have been submit request for reimbursement my money back it's been almost three months and they ignoring my email and my calls no one is responding to me tell this moment big company and they stole my money
Haitham hassan mahdy Ahmed

It’s impossible to speak to a human! This is just ridiculous! Robots cannot replace humans!!!!!

Empower has intentionally designed systems to make it as painful as possible to close out an account.

It is physically impossible to get through to a call agent.

Customer service is atrocious.

This company goes against the values of Dubai and is a disgrace.