LoCO2 - customer service experience

fewkeste

I've just managed to get through to LoCO2 energy using a geographic number of a sister company of theirs called TLS (Trade Link Solutions LTD). The number for TLS is 01923 713840. Ask to be put through to LoCO2 energy and they should do it without any bother. They are both on the same floor of the same building.

The guy I spoke with was very friendly and very helpful. It appears they have been absolutely swamped with customers applying to join them which is probably why I didn't get a response to my emails. I was concerned about the 15 day period for a British Gas customer's new energy (electricity) supplier to make contact with British Gas to prevent the price increase of 18th August being applied to my account until I switch. LoCO2 are going to ring British Gas to make contact within the required 15 day period AND get them to put a note of the call on my British Gas account AND call me back to let me know everything went OK. I don't want to give British Gas any loopholes to charge me the higher tariff until I move away.

There is a lesson to be learned here. Other posters have made this point before but it's worth repeating.

When you intend to move supplier and use a comparison site and/or cashback site to initiate the change, I recommend starting the switch with the comparison or cashback website about 7-10 or more days before you call your existing supplier to reject the price increase. Once you call your existing supplier, you set a countdown timer of typically 15 days in which time they will need to have been contacted by your new supplier or they will apply the price increase from the date it was due up until when you leave them. So, your new supplier will allow a 7 day cooling off period before they do anything and the cashback/comparison website will also introduce a delay (i.e. they won't necessarily pass your details on to your new energy supplier that very same day - especially if you initiate the switch at the weekend or after office hours on a Friday) so, it's important to understand the timings and the criticality of those timings if you want an optimum outcome. i.e. don't give your existing supplier the opportunity to charge you higher prices by not understanding the timelines

iamchrisli

I have to say I am not very impressed by loco2.

1. Sent them email on two different topics, and no reply.
2. Their phone support only works 8-5.
3. Their New section of the website has not been updated since Jan 2011


THE ONLY thing they change is their price!

Before I sign the contract, the price on the day was 11.03p Day and 5.79p Night.

Now they changed to 12.23p day and 6.45p !!!

Emailed them asking why, as usual no reply.

Then had to phone them at work, saying they have no clue where I got the cheaper price from. And confirmed the higher price is the one they are going to charge me!!!

After doing some research, and found out they increase their price on 19-Aug, it was never mentioned on their website.

Although I will have to pay an exit fee, I am seriously consider to move after first bill.

THINK TWICE before you switch to them!

fewkeste

iamchrisli wrote: »

I have to say I am not very impressed by loco2.

1. Sent them email on two different topics, and no reply.
2. Their phone support only works 8-5.
3. Their New section of the website has not been updated since Jan 2011


THE ONLY thing they change is their price!

Before I sign the contract, the price on the day was 11.03p Day and 5.79p Night.

Now they changed to 12.23p day and 6.45p !!!

Emailed them asking why, as usual no reply.

Then had to phone them at work, saying they have no clue where I got the cheaper price from. And confirmed the higher price is the one they are going to charge me!!!

After doing some research, and found out they increase their price on 19-Aug, it was never mentioned on their website.

Although I will have to pay an exit fee, I am seriously consider to move after first bill.

THINK TWICE before you switch to them!

Thanks for responding. I'll bear in mind your comments. I had the same thing re. price increase in between requesting to move to them and getting the confirmation. However, I've decided to go through with the switch otherwise my existing electric supplier (British Gas) will apply the price increase that was due on 18th September until the switch takes place. I'm switching to the Pocket variable tariff and it doesn't have a cancellation fee so I'll see how LoCO2 does with its customer service going forward.

trevbroughton

Sorry for jumping on an old thread but it's not ancient and it is correct subject.

I am becoming very concerned about LoCO2 customer service.

I have been a customer of theirs for months, they have never took a payment and I owe them at least 700 quid by my calculation, I am sure I have been with them more than 2 quarters but have only received one bill.

I have contacted them by phone, but most of the time the person you need is not their and they say they will get them to call you back, as far as I can tell they don't.

I have emailed them but they never reply.

I am starting to think of switching but what will happen?

So their customer care, in my experience is crap.

fewkeste

trevbroughton wrote: »

Sorry for jumping on an old thread but it's not ancient and it is correct subject.

I am becoming very concerned about LoCO2 customer service.

I have been a customer of theirs for months, they have never took a payment and I owe them at least 700 quid by my calculation, I am sure I have been with them more than 2 quarters but have only received one bill.

I have contacted them by phone, but most of the time the person you need is not their and they say they will get them to call you back, as far as I can tell they don't.

I have emailed them but they never reply.

I am starting to think of switching but what will happen?

So their customer care, in my experience is crap.

Thanks for letting us know your experience. I've just moved to them and unfortunately there was some admin error that meant my transfer was delayed and my old electric supplier (British Gas) charged me an increased price for my electric until I left them. I'm hoping to get LoCO2 to pay me the amount I'm out of pocket by without having to initiate a complaint so we'll see what happens.

trevbroughton

Hi

Sorry for the revival again.

I am still no further forward with them, and wondered how you got on.

Trev

manulike

Thanks for posting the land line number, Fewkeste.
Trev, is there any progress with your payments?

I am a brand new customer of LoCo2 and their initial letter to me states that they want to start a "direct debit" of £60 a month.
I am in a small 1-bed flat and even at the Standard electricity tariff that the flat is on, I average about £45/month in Winter.

I have never paid these reoccurring "direct debits" before, as Martin has always advised not to do this for the legal stronghold. The only supplier that forced me into this was Water - but they have a monopoly.

Should I agree to this or insist on a variable direct debit?

UPDATE - 12 April 2012:
Just letting you know that the customer service at LoCo2 was very understanding, and although they find it cumbersome to provide monthly statements for variable DD, they were happy to take a quarterly reading from me and bill me quarterly.
Feels like a very friendly and approachable small unit!
With their green credentials and warm friendly approach, I certainly do recommend them thus far!

fewkeste

trevbroughton wrote: »

Hi

Sorry for the revival again.

I am still no further forward with them, and wondered how you got on.

Trev

I only this last weekend got around to doing the calculation as to how much I was out of pocket as a result of a delay by LoCO2 in administering my switch from British Gas to LoCO2. I sent my email over the weekend and on Monday morning I got a reply agreeing they would credit the amount to my account. No fuss, straightforward resolution of my problem. Excellent - I'm well pleased. Also they are now offering existing customers £10 if they 'refer-a-friend' so I'm letting my friends and relatives know.

Incidentally, I signed up for The Big Switch by Which. It turned out the tariff I was offered by Co-Operative Energy was £2 a year more expensive than my current LoCO2 tariff so I'm quite chuffed that I was already on a better deal than Which could get on the reverse auction.