Terrible customer service. There is no one to contact: no e-mail / chat, only a phone number. However, it is only operated by a nonsense bot -- who won't connect you to an actual person (since h... See more
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I’ve been trying to talk to them since 1 week but all attempts bring me to a AI assistant who is useless. I have issues with hitting consumption being 200% higher than normal since a new neighbor move... See more
Company replied
Employee named Mikail Özer came in scheduled time, set a new heat cost allocators on radiators (heizkostenverteiler) and left a space clean. He was really helpful and patient with me even though I don... See more
Company replied
0 stars the bot costumer Ai is a Bad Joke, im gonna get everything moving to leave this company behind us.
Company replied
Company details
Written by the company
ista macht Gebäude für ihre Bewohner und Besitzer nachhaltig wertvoll und das weltweit. Dazu managen wir Daten und Prozesse für ein klimafreundliches, sicheres und komfortables Gebäude. ista versteht sich als ihr Partner in den Bereichen Submetering und immobiliennahen Dienstleistungen. Mit unseren Soft- und Hardwarelösungen sind wir Ihr kompetenter Ansprechpartner für: Heizkostenabrechnung, Trinkwasseranalyse, Rauchwarnmelderservice und Energieausweisen.
Contact info
Germany
- ista.com/de
2.2
Poor
3K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 96% of negative reviews
Typically replies within 24 hours
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0 stars the bot costumer Ai is a Bad…
0 stars the bot costumer Ai is a Bad Joke, im gonna get everything moving to leave this company behind us.
March 27, 2026
Unprompted review
Reply from ista Deutschland
Hello, we're sorry to hear that you’re not completely satisfied with our hotline. We take your feedback seriously and will use it to further improve our service. If you’re a property owner or landlord, please feel free to email us at kundencenter@ista.de with your inquiry. Please include your property number and address in the email. To help us identify your inquiry, please include “Trustpilot” in the subject line. Tenants are welcome to contact their property management company or landlord. They are our contractual partners and can involve us at any time. Best regards - Nele from the ista Team
I’ve been trying to talk to them since…
I’ve been trying to talk to them since 1 week but all attempts bring me to a AI assistant who is useless. I have issues with hitting consumption being 200% higher than normal since a new neighbor moved to my building floor. There’s clearly something wrong but I can’t reach out to ISTA by any chance ! I’m already in contact with my lawyer about it.
February 5, 2026
Unprompted review
Reply from ista Deutschland
Hello, thank you for explaining the situation to us. We understand your concerns regarding the higher consumption. Please contact your property management or rental agency directly, as they are our contractual partner. They can get in touch with us at any time so that we can review your bill and make any necessary corrections. We will be happy to assist. Kind regards - Lea from the ista team
Nonexistent support
They don't have any operational support. My emails haven't been answered in almost a month, their AI chat bot keeps hanging up on me and refusing to connect me to a human being. Abysmal.
January 16, 2026
Unprompted review
Reply from ista Deutschland
Hello, we are sorry to hear that you are dissatisfied with our service. If you have any questions or concerns regarding your heating cost statement, please contact your property management or landlord directly. They are your primary point of contact as a tenant and will involve us if necessary. Kind regards - Liam from the ista Team
Terrible service!!!
I am appalled by this poor service – extremely customer-unfriendly and not service-oriented at all. Endless waiting times on the hotline (over 45 minutes!), phone bots that do not connect you to a real person but instead keep requesting more and more data, and if you fail to provide an input or if your issue does not fit the predefined menu options, the call is simply terminated without any referral to a human agent.
Direct contact for more complex inquiries is made so unnecessarily complicated that it almost seems intentional, as if service calls and inquiry volumes are deliberately being discouraged. Customers are fobbed off with what I would call “AI pseudo-service,” which I find completely unacceptable in this day and age.
And when you finally do manage to reach someone, the employee is rude and annoyed, clearly realizing that my issue cannot be resolved with a few stock phrases and trying to dismiss me as quickly as possible - there was absolutely no motivation whatsoever to help me with my issue. What also truly makes me angry is that for a genuinely urgent and real problem, I received neither help nor even the slightest understanding.
January 7, 2026
Unprompted review
Reply from ista Deutschland
Hello, we are sorry to hear about your experience with our customer service. The bot at the beginning of the conversation helps us to classify the issue and thus provide assistance even faster. Of course, it should not happen that the conversation ends without a solution. The waiting time on the hotline can vary depending on the volume of inquiries. If the waiting time is long, we recommend trying again at a later time. We take your feedback very seriously and are happy to use it to further optimize our service in the future. So that we can help you as quickly as possible, please send us an email to kundencenter@ista.de, including your property number and address. For better allocation, please mention “Trustpilot” in the subject line. If you are a tenant, please contact your property manager or landlord directly, as we can only discuss issues directly with our contractual partner. Together we will find a solution. Best regards - Lea from ista team
Terrible customer service
Terrible customer service.
There is no one to contact: no e-mail / chat, only a phone number. However, it is only operated by a nonsense bot -- who won't connect you to an actual person (since he wants to interview you in detail up front, but runs into an error loop when he cannot correctly pick up your various customer codes etc., and he just hangs up on you.)
Other than that, it's insightful to get online access to certain data -- although they are presented in a cumbersome format and not summarized in a user-friendly way, let alone an option for export.
December 17, 2025
Unprompted review
Reply from ista Deutschland
Hello, we are sorry to hear about your experience with our hotline. The bot helps us to record our customers' concerns, enabling our colleagues to provide assistance more quickly. You should not have encountered any difficulties or been unable to get through. We welcome your feedback and will use it to further optimise our service. We would also like to thank you for your feedback regarding the consumption data provided online. We will gladly take this into account in order to make the view even clearer for our customers in the future. Best regards - Lea from the ista team
they send me invoice for November 2025…
they send me invoice for November 2025 which they say that i have used 6% more than last year event though the heating in our building was not working at all for all the people live there till 25 of November because the pump was damage, i called them they said oh your should call another number or the landlord ... the other ISTA number is just robot doesn't help at all .. they just fake the information
December 12, 2025
Unprompted review
Reply from ista Deutschland
Hello, I understand your frustration. For any questions regarding your heating cost statement, please contact your landlord or property management first. They are always the initial point of contact for tenants and will involve us if further clarification is needed. Together, we will find a solution then. Kind regards - Liam from the ista Team
Mikail Özer
July 28, 2025
Unprompted review
Reply from ista Deutschland
Hallo Herr Zorlu, vielen Dank für Ihre 5-Sterne-Bewertung. Wir freuen uns sehr, dass unser ista Servicepartner alles zu Ihrer Zufriedenheit erledigen konnte. Viele Grüße - Lea vom ista Team
This company has been extremely…
This company has been extremely unreliable. Customer service is unresponsive, and the water meters seem deceptive. I hope regulatory action is taken to hold them accountable.
July 3, 2025
Unprompted review
Reply from ista Deutschland
Hello Mr. Donapati, we are sorry that you are not satisfied with our service. We regret that very much. If you suspect any discrepancies, please contact your property management or rental company directly. They can call us in at any time so that we can check the appliances for you. Best regards - Lea from the ista team
They change unrealistic amounts and not…
They change unrealistic amounts and not trustable. They don’t have any service and inspection during the year. Not reliable company.
June 1, 2025
Unprompted review
Reply from ista Deutschland
Hello, we are sorry that you got this impression of our service. Please be assured that we stick to the heating cost regulations when preparing the bill. We are not in control of the prices. That is the responsibility of the energy supplier. We only prepare the bills on behalf of the landlord. We also carry out regular appointments such as maintenance. If you have any questions about this or would like to make an appointment, please contact your property management or letting agent. They can then get in touch with us. Best regards - Nele from the ista team
Mikael Ozer thank you for servicing he…
Mikael Ozer thank you for servicing he came on time and did his work politely.
April 15, 2025
Unprompted review
Reply from ista Deutschland
Hello, we are glad that the assignment of our ista Servicepartner went so well. That's the way it should be. Thank you very much for the great feedback. Best regards - Nele from the ista team
Professional and friendly Service
Mr. Mikail Özer helped us a lot in fixing the measurement gauge that felt from the heater’s body.
He was by us on time and the fix finished in very few minutes.
April 14, 2025
Unprompted review
Reply from ista Deutschland
Hello Mr. Bakr, great to read that you are happy with our service and that the repair was done quickly and reliably. Thank you for the good review. Best regards – Tim from the ista team
New smoke Detektor
The responsible person handled with the problem I faced. He successfully inserted the new smoke detector to my apartment. He was helpful and kind.
April 3, 2025
Unprompted review
Reply from ista Deutschland
Hello Mr. Vural, that sounds great. It's great that everything went smoothly and that you are completely satisfied with the work of our ista service partner. That's how it should be. Best regards - Lea from the ista team
Mikail Özer come to help change my…
Mikail Özer come to help change my smoke detector today. Very professional and patient. Great product, great guy.
April 3, 2025
Unprompted review
Reply from ista Deutschland
Hello, that sounds really great. We are very pleased that you are so satisfied with us. Thank you for the great feedback. Best regards - Lea from the ista team
Reply from ista Deutschland
Hallo, das freut uns sehr zu lesen. Vielen Dank, dass Sie Ihre positive Erfahrung mit uns teilen. Viele Grüße - Lea vom ista Team
Reply from ista Deutschland
Hello Mrs. Leicht, thank you for your great review. We are happy that you are so satisfied with your ista service partner. Kind regards - Liam from the ista team
Super service and very friendly
April 1, 2025
Unprompted review
Reply from ista Deutschland
Hello Mr. Hellstadius, how nice that we were able to convince you of our service. That's how it should be. Thank you very much for the great review. Best regards - Lea from the ista team
good service
we are really happy with service from Mikail Özer. He was quick and professional.
April 1, 2025
Unprompted review
Reply from ista Deutschland
Hello, that sounds great. It's great that you are completely satisfied with the work of our ista service partner. Best regards - Lea from the ista team
Mikail Özer was friendly and polite…
Mikail Özer was friendly and polite during his visit to our apartment for reading water usage meter.
March 26, 2025
Unprompted review
Reply from ista Deutschland
Hello Ms. Shetty, we're delighted that you're completely satisfied with our ista service partner. We're very pleased, and thank you for your positive feedback. Best regards - Tilda from the ista team
Reply from ista Deutschland
Hallo, haben Sie vielen Dank für Ihre positive Bewertung. Es freut uns, dass Sie mit unserem ista Servicepartner rundum zufrieden sind. So muss das sein. Viele Grüße - Tilda vom ista Team
Fast, helpful service
Employee named Mikail Özer came in scheduled time, set a new heat cost allocators on radiators (heizkostenverteiler) and left a space clean. He was really helpful and patient with me even though I don't speak German at required level to understand everything. We managed to keep conversation through translation tools. Overall, it was pleasant experience.
March 5, 2025
Unprompted review
Reply from ista Deutschland
Hello Mr. Dekic, we are happy that the appointment went smoothly and that you had a great experience despite the language barrier. Thank you for your honest and positive review. Best regards - Nele from the ista team
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