Add your feedback on energy supplier Extra Energy

AbbieCadabra

thanks for that info

this made me laugh, unsolicited email sent to our business today from ExtraEnergy - offering to save us money, beat a renewal quote etc. & also efficient customer service !

they say
"Who are extraenergy?
We are a highly competitive new gas and electricity supplier for home and business customers. At extraenergy we have one mission - to save you money on your energy bills.

We want to shake up the UK energy market with a fresh approach to pricing. By running a highly responsive and efficient business, we gladly pass on our cost savings to our customers in the form of lower prices. In addition, we can provide the very best customer service.

Please call us now for a quote - we aim to beat business energy quotes by 10% versus existing energy suppliers’ renewal pricing."

perhaps they should concentrate on their domestic set up before they go promising the world to business customers, if they can't cope now, how on earth is that going to help...

spok24

its all a big scam.

anon_ymous

icstm wrote: »

so why are so many ppl complaining about the monthly amounts as though the energy firm is a crook stealing your money.
The monthly amount is based on their projection for your annual spend.

There is only an issue if, like me, you are electric only so have a seasonal usage, then you overpay over summer and under pay over winter.

The problem only occurs if their billing is screwed and w/o online monitoring, it would be hard to keep tabs on.

BTW, how to they get the switch wrong, I doubt they make up your meter reading?

Same. Didnt quite understand that. I mean you'd be paying for electricity, any way..

Also, I think that's the same for most people, so your direct debit is the "average" bill per month ie: You'll underpay some months and overpay some months, in theory any way

extraenergy

DJRobertson wrote: »

Just tried calling them to switch. I've recently moved into a new build property so do not have an old bill to estimate consumption so wanted to go through this with someone to make sure I get the monthly direct debits somewhere near accurate to average out annual consumption.

The advisor said that the sales team were new and did not know how to sign people up yet. He advised to go online and "guess" what my monthly paymet should be. When I said this doesn't inspire confidence to switch to your company, I simply received the response "yeah, you're right".

I think I'll look elsewhere....

Dear DJRobertson,

I’m very sorry for your experience. Our Customer Services Manager is currently listening to our call recordings to find the call and advisor you spoke to. She’ll then address this issue with the advisor to ensure there is a clearer understanding of our capabilities.

I’d like to reassure you that we do have a New Customer Enquiries Team who, whilst new, are very capable of providing quotes over the phone. They can also help you estimate your annual and monthly costs based on a number of simple questions about your home and your usage. In addition, you’re able to get a quote online and use our 'Usage Estimator' which will also provide the same calculations.

Many thanks,

Tracey

TheSaltMan

Well, I have just joined EE for electricity only for my business unit. I've read a lot on here and understand the concerns so will keep updates as things progress for a 1st October switchover and we have agreed to pay by DD so if that goes early we will just cancel it and opt for pay by bill. The chap said it was 4% cheaper by DD and even if we lose that it will still be cheaper than EDF Energy.

Here's hoping

AbbieCadabra

extraenergy wrote: »

Dear DJRobertson,

I’m very sorry for your experience. Our Customer Services Manager is currently listening to our call recordings to find the call and advisor you spoke to. She’ll then address this issue with the advisor to ensure there is a clearer understanding of our capabilities.

I’d like to reassure you that we do have a New Customer Enquiries Team who, whilst new, are very capable of providing quotes over the phone. They can also help you estimate your annual and monthly costs based on a number of simple questions about your home and your usage. In addition, you’re able to get a quote online and use our 'Usage Estimator' which will also provide the same calculations.

Many thanks,

Tracey

so now you ARE replying to queries raised in here? care to reply to the rest of us??

youravinalarrrf

extraenergy wrote: »

Dear DJRobertson,

I’m very sorry for your experience. Our Customer Services Manager is currently listening to our call recordings to find the call and advisor you spoke to. She’ll then address this issue with the advisor to ensure there is a clearer understanding of our capabilities.

I’d like to reassure you that we do have a New Customer Enquiries Team who, whilst new, are very capable of providing quotes over the phone. They can also help you estimate your annual and monthly costs based on a number of simple questions about your home and your usage. In addition, you’re able to get a quote online and use our 'Usage Estimator' which will also provide the same calculations.

Many thanks,

Tracey

Tracey,

It's interesting that you've chosen to respond to a potential new customer who has no doubt already been "lost" and taken their business elsewhere due to receiving poor customer service yet have deliberately avoided answering the major concerns currently being expressed here by your existing customers regarding Extra Energy's continuing failure to provide any meaningful online account management functionality on your website or your inability to email statements of account following meter reading submissions.

Perhaps it's time Extra Energy reassessed their priorities and you provided a long overdue and much needed update on these ongoing issues to your existing customers?

It should not be necessary for this simple request for information to be made in the form of a Formal Complaint however, if that is what is required, then please do let us know.

PS Any update should include specific dates but must not include the phrase "in the coming weeks"!

MABLE

Rather than their messages keep saying in the coming weeks perhaps they should be more realistic with their objectives and change it to in the coming years. I of course refer to their online facilities.

On a more positive note the staff are excellent when you phone them.

anon_ymous

youravinalarrrf wrote: »

Tracey,

It's interesting that you've chosen to respond to a potential new customer who has no doubt already been "lost" and taken their business elsewhere due to receiving poor customer service yet have deliberately avoided answering the major concerns currently being expressed here by your existing customers regarding Extra Energy's continuing failure to provide any meaningful online account management functionality on your website or your inability to email statements of account following meter reading submissions.

Perhaps it's time Extra Energy reassessed their priorities and you provided a long overdue and much needed update on these ongoing issues to your existing customers?

It should not be necessary for this simple request for information to be made in the form of a Formal Complaint however, if that is what is required, then please do let us know.

PS Any update should include specific dates but must not include the phrase "in the coming weeks"!

Just to say in fairness to Tracey, it's not her fault that senior management can't see beyond their own !!!!!!. She's got to quote the "company line" even if it's not her personal opinions etc..

If any ones really to blame, it's the senior managers, and not the PR people who have to clean up their mess!

Im somewhat sympathetic to people who work in !!!!!! companies, because it's not THEIR fault that they're offering a !!!!!! service. it's the fault of senior management

AbbieCadabra

waqasahmed wrote: »

Just to say in fairness to Tracey, it's not her fault that senior management can't see beyond their own !!!!!!. She's got to quote the "company line" even if it's not her personal opinions etc..

If any ones really to blame, it's the senior managers, and not the PR people who have to clean up their mess!

Im somewhat sympathetic to people who work in !!!!!! companies, because it's not THEIR fault that they're offering a !!!!!! service. it's the fault of senior management

i think that goes without saying really, a few of us have already said it can't be good working for a company like this, there's also been comments about the staff trying to be helpful even in these circumstances.

i don't think anyone thinks that Tracey is personally responsible for any of this mess, but she is a representative of the company on here, so she'll get spoken to as if she is ExtraEnergy. that's just how it goes, i've lost count of the times i've spoken to someone on the phone & said "i'm not having a go at you, it's the Company..."

either way, if it's Tracey or Management that's decided that one post warrants a response on here & all the others don't, that's completely unacceptable.