Solarplicity: Add your feedback

mbmonty

Revoraman wrote: »

Even though I successfully managed to switch from a clueless, diabolical left-hand-knows-not-what-right-is-doing nPower to solarplicity, unfortunately, their Customer Service to contact or be contacted by them is by far the WORST in the UK of all companies.

1)asked them to: contact me because a friend wanted to switch to them----zilch
2)failed to follow-up a Tweet they themselves raised.
3)asked them via email to raise a Complaints Procedure as per Ombudsman's recommendation---again, zilch
4)and as for phoning them.....at 8am 'all our lines are busy 'excuses to generate money while they deliberately keep customers on hold more than 45 mins and even then do not answer!

.......still waiting!!

Worst than NPower, now that is saying something.

I got letter from CEO saying there was a new Customer Champion program and that all issues would be replied to in 72 hours.

I liked that idea and the fact that they were putting their hands up, admitting they had screwed up

So I emailed my assigned Customer Champion

I did not get a reply within 72 hours

Unless you count an automated reply saying that they have now abandoned Customer Champions, pretending that it was an initiative!

[FONT=&quot]Thanks for your email.[/FONT]
[FONT=&quot]The Customer Champion initiative has now ended. You do not need to resend your email as it has been automatically forwarded to our contact centre and will be dealt with as quickly as possible.[/FONT]
[FONT=&quot]Kind regards,[/FONT]
[FONT=&quot]The Team @ Solarplicity[/FONT]

Honestly you really can't trust anything this company promises, they say "Standing charges - we do not believe in them" then hike price of no standing charge tariff and bring in tariffs with standing charges.

The billing is all over the place, they seem to issue just gas or just electricity.

If you put in a complaint you will get this (which at least tells you of their complaints procedure, but why would you believe that as they do not keep their promises on anything else.

[FONT=&quot]If your email is with regard to a complaint, please be advised that you will receive a response within 10 working days as per our complaints procedure. [/FONT]

[FONT=&quot]To view a copy of our complaints procedure please visit our website:
[/FONT]
[FONT=&quot]https://solarplicity.com/wp-content/uploads/2017/09/Complaints-Handling-Procedure_AW-1.pdf[/FONT]

I am just writing up a list of all the issues I have had and going to post them on Trustpilot.

Although I am not sure they care, there have been so many reports on there.

I do wonder how they can survive if they are not even billing properly.

The IT people at this company should be hung drawn and quartered, unless they can perhaps show it was he management.

How on earth would you audit such a thing, some customers not sent Gas, some not sent Electricity, readings not accurate.

What a dogs dinner.

Problem is if you do not pay them you end up with a pre-pay smart meter, incredibly inconvenient and not smart at all.

johnstonam

I contacted the Ombudsman about these matters and have just had their judgement. They conclude that -


There is no dispute that you have received a poor level of service from Solarplicity and that bills it has issued contain conflicting information.

The conflicting information provided by Solarplicity is a shortfall in service.


Based on the information available, I am satisfied that you have experienced shortfalls in service with Solarplicity. A copy of the letter issued by its CEO on 27 April 2018 acknowledges this. I can see that Solarplicity referred you to a customer champion who initially responded to your complaint but failed to resolve it. The correspondence you have provided shows that you pursued your complaint with the company from May 2018 and the account notes logged support this. However, Solarplicity failed to respond to your concerns, which is a further shortfall in service. Additionally, there is no evidence to show that Solarplicity referred you to our service to escalate the complaint when it failed to resolve it within eight weeks, as I would expect it to do so. This is a further shortfall in service. I accept that you have taken time and trouble in pursuing your complaint and that you experienced delays in contacting the company and I acknowledge the inconvenience caused.
They now require Solarplicity to provide a written apology and credit my account with £50 as compensation for the crap service.

You should all follow this approach - at least I feel a bit better and I have some financial reward!

mbmonty

Not enough, the number of letters I have written which have not been responded to, the so called Champions have been flushed down the loo.

So we are not back to no reply, no answer on phone.

Ask the Ombudsman to refer Solarplicity to OFGEM for sanctions, for a start, no new customers until they have zero outstanding queries. That means put all customer messages in help desk and email each custommer and ask if issue is still outstanding.

Only allow customer to close ticket

I think Solarplicity is dead man walking.

cyfinachol

TERRIBLE! Never answer the phone, have been on hold for over an hour a time on several occasions and still not got a reply, and the hold music is enough to send you crazy. Don't reply or even acknowledge e mails, so how are you supposed to contact them? Switched through Credit Club months ago, but they haven't confirmed switch so I can't get my cashback or have full access to my account. How are they still in business? Also took ages to sort out switch and messed up opening readings and for some reason took forever to start charging me for one fuel when I'm on duel fuel.
Oh, and so called 'customer champion' appointed to sort out any problems - no longer exists- thanks for that!
I SO WISH I HAD NEVER SWITCHED TO THESE, ABSOLUTELY DISGUSTED WITH THEM!!!

fabsaver

Oh dear this isn't looking good at all. I can see them going the way of Iresa the way things are going. I want out but apparently I'm trapped and can't switch away from them

When I log into my MSE Energy Club it states that my switch is in still in progress and that I can't switch again until that completes. Well I've been paying Solarplicity for my energy for more than 6 months. If I have to wait for their non existent customer services to mark my switch as completed I suspect I'll be waiting a very long time.

Lucaz

I find it hard to believe some of the reviews for Solarplicity here. Just go look at Trust Pilot.



My own experiences mirror the most awful experiences of Solarplicity you will read there. They are not worth any rating of value whatsoever. They got me to tearing my hair out point in my first contract. I did renew my contract with them after experiencing a couple of months stability with their bills. I truly regret doing it. I have reported them to The Ombudsman Service. It is impossible to communicate with Solarplicity in any way whatsoever. AVOID SOLARPLICITY IF YOU VALUE PEACE OF MIND. Unreliable billing, poor transfers of supply and more besides are trademarks of this company. They have no concerns for their customers at all.

lewisa

I like Solarplicity.

They have not started billing me for gas yet, and they have ignored my emails for 6 months.

I'm really looking forward to when the month counter hits 12, because that's when I start to get "Solarplicity Free Gas Credits", for any energy used more than 12 months ago but not billed.

I really hope they continue to ignore my emails.

Lucaz

Solarplicity’s company ethos is beyond any of the best negative adjectives I know. It is impossible to be polite about this company. In 2017 the Ombudsman found in my favour because of their gross ineptitude. After that, billing Issues began to settle, I gave the company a second chance and renewed my contract. I dearly wish I had not. My experiences are the same and similar to the majority of reviewers on TRUST PILOT.... BEYOND AWFUL. Their behaviour to their customers is unacceptably grim. They don’t respond to any method to deal with the inflated bills they send out. In my case, I give monthly readings and my account is in credit. However their massively inflated bills create mind-boggling debt.



When the bills arrive there is no way to sort them out. Emails are no longer acknowledged as arriving into solarplicity's system; there is no response to them either. You are left with excessive waits with phone calls, if you get a ringing tone. My most recent phone wait was fifty-five minutes, without being connected to anyone. The company has put the shutters down. There is no communication whatsoever. It is totally impossible to rectify what Solarplicity are doing.

The Energy Ombudsman is now handling my current complaint. If there are enough complaints, perhaps the O.S. (Energy) will have to take a closer look at Solarplicity and do something meaningful about them.


AT ALL COSTS AVOID SIGNING UP WITH SOLARPLICITY.

brads39

I switched from Solarplicity at tge end of Feb. My final boll said i was £46.02 in credit. I have been trying in vain to get this refunded since then. I send tgem polite weekly emails and make iccasional phone calls. Emails are never answered and the person on tge phone say they will pass it on to the finance dept. Ove five months now and no refund. I would recommend avoiding this company.

lewisa

brads39 wrote: »

I switched from Solarplicity at tge end of Feb. My final boll said i was £46.02 in credit. I have been trying in vain to get this refunded since then. I send tgem polite weekly emails and make iccasional phone calls. Emails are never answered and the person on tge phone say they will pass it on to the finance dept. Ove five months now and no refund. I would recommend avoiding this company.

Reclaim your last DD via the direct debit guarantee and then ask them to send you a final bill for whatever is outstanding.