Add your feedback on energy supplier Robin Hood Energy

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Jander00 wrote: »

Overall people on the phone have tried to be helpful but to be honest they cannot seem to resolve anything!

I switched to Robin Hood in November - all fine. They then asked for opening meter readings. The website broke when I tried to enter these, so I emailed them in. They ignored these and then estimated some very wrong numbers. Now I cannot ever enter in meter readings online because the true ones are below their estimated ones and it just gets worse and worse each month.

I spoke to them on the phone and they said they never got the email (I got the auto response so this is plainly wrong). This was over a month ago and they still have not corrected the readings with the correct ones I supplied. I've spoken to them a second time when I had to supply updated meter readings and they said it would be resolved within the next week but nothing has changed and I really have no confidence in them at this point.

So basically they made a mistake at the start but now seem incapable of fixing it. So based on my experience, I can't recommend them. This has a flow on effect as well because we have to pay Eon for the period before they took over and this is up in the air as well.

Hi - welcome to the forum. The important thing to check is that the opening readings on your new account agree with the closing readings on your old account. If they don't, they contact the gaining supplier.

All meter readings on switch go to a 3rd party for verification. Once verified, these are passed back to the two suppliers. If the closing/opening meter readings agree, then do not worry. You will not pay for the same energy twice. You will only pay for the standing charge until your meter reading passes the opening reading.

I had a similar situation last year when my gas meter reading was out by one hundred and twenty cubic metres. It took me 3 months to reach the opening reading.

Alecr

Joined 8th February 2017 and as of 28th February I had heard nothing from them, so I decided to phone them.
That was my first mistake as I had to wait over an hour on the phone for them to reply, the C/S lady was pleasant enough but kept saying that I had been sent numerous emails, anyhow I asked for details so I could at least log in online as you need an account number to do it.I then asked her to send the the emails again which she went off to find out how to do it, she came back to tell me the emails were on their way, they never arrived after 5 minutes and by this time I had registered online and spotted a mistake in the email address, which she did correct (simple typo ).
An hour later I went online to submit meter readings that they required and guess what? The website flatly refused to take them, telling me to wait for it

---

PHONE THEM , 35 minutes later I got through and the C/S lady entered them for me with no problem, I asked her for the correct format which she gave me and I said that is what I had done before, she did offer the excuse that their system was better and that they were very busy.
Would I recommend them NO
Would I go with them again NO
Hope this review helps someone else in their thought process.
N/B The emails mentioned had been put in my account section online and without an account number I could not register to see them.

[Deleted User]

My experience with them has been positive.

I signed up with them on January 16th and received and instant response email welcoming me as a new customer and within ten minutes I had set up an online account and got a customer reference number.
Two weeks later I received a request for opening meter readings and the transfer of supply took place one week later on the account start date in the first week in February. Just to be sure I rang customer services after 6pm the day I entered the readings online and had to wait just 8 minutes for my call to be answered and the readings confirmed.
The direct debit was correctly taken on the due date and I am currently waiting to enter readings for the first month's energy bill which is due at the end of the first week in March.


So far so good

sheff6107

In month 3 and the bills seem to be a bit higher than I was used to (probably just because Jan and Feb have been colder than last year).

But thankfully can make payments online so I don't fall behind. GB Energy might have still been in business if they'd bothered to put the facility on their website. Bizarre that they only took telephone payments.

Neri

Tried their 0800 030 4567, is not recognised is a message, email option not working, site is down. I do not dare to proceed with switch, it looks dysfunctional. Can energy club state this clearly before they appear first on comparison electricity site.:(

[Deleted User]

Update to my earlier post.

Entered first months readings on website, double checked by phoning in and received bill two days later - correct to the penny as compared with my own spreadsheet.

Staff are courteous, website works faster than Eon's website although it is more basic and so far I am well pleased with the switch as it will save me £350 compared with staying with Eon's fixed 1 year deal.

Robin Hood Energy get a thumbs up from me.

rogcal

I missed my meter reading date which meant a bill based on an estimated reading was generated.

I rang RH, gave them the actual reading and within two minutes a new bill had been generated based on the actual reading which was spot on when compared with my own calculation.

Nothing but praise for RH.:beer:

kathygrif

I joined them on 1st March and got a switch confirmation message, so far so good.
Contacted them via their website form, after waiting a week with no reply I sent an email to their customer service and received an automated "message received" response, but 6days later still no answer.
Not like I wanted anything difficult!
I am just requesting a change to my contact email and a question as to why my agreed direct debit had not been taken.
If I get zero response from something so simple I hate to think what will happen if I get a real problem!
Still, not on a fixed term so can switc/leave anytime I want

kathygrif

Follow up to my post above.

Robin Hood did get back to me eventually and have sorted everything out.:T
So all OK in the end. Just a little slow to action.

AbbieCadabra

RH do seem quite proactive on their facebook page, you shouldn't have to go via social media really, but needs must if you do have an issue!

my switch date from EDF is 22nd & RH emailed requesting a read a few days ago. the property has been unoccupied since purchased a few weeks ago & it's a new build, so i'm fully expecting 'computer says NO' when it goes through the reading verification process...we'll see