Avro Energy reviews: Give your feedback

wrongplanet

MSE CEC's £25 goodwill cashback cheque arrived this morning.

Many thanks to MSE and a big thumbs down to Avro for putting them in this position.

nicktee55

Did a switch earlier this year. Didn't like the different direct debit amounts very much (£143 in winter, and £86 in summer), would have preferred a fixed monthly sum, but at least I was saving money so decided to go with it.

Come the summer and they still took the winter direct debit amount. Asked politely for a refund,and their CS came up with all sorts of ridiculous excuses as to why they wouldn't. They didn't acknowledge at all that a mistake had been made.

In the end in exasperation I contacted my bank and asked them to refund under the DD guarantee which they did. Only then did AVRO sit up and take notice, their finance dept finally acknowledging the error.

The whole matter took over three weeks to resolve. Now switching to another supplier as I can get a cheaper deal. AVOID!

vale46_2

I'll check avro out on MSE im over £100 in credit with them, left in feb 2019 emailed about my credit. no response Emailed again early May got a reply they had my readings and allow 10 working days for it to be sorted. still waiting. prices were good getting my final reading / credit sorted a nightmare.

Biggus_Dickus

Just renewed my son’s contract with Avro;...his present tariff is ‘Simple & Glory’ dual-fuel and it was due to end (after 12-months) on 8.8.19

To renew online I had to adjust the start date of the new 12-month fixed ‘Simple & Superfix’ tariff to 2.8.19...i.e. 6 days before his present tariff ends. It wouldn’t let me renew from 8.8.19 but I thought we’d take advantage of the ‘Simple & Superfix’ tariff while it’s still on offer,...strike while the iron’s hot and all that. :money:

The new tariff will only cost approx £5 per year more than the present tariff,...can’t really complain.

His D/D (£60/month) has remained unchanged since his 1st payment on 1.8.18,...he is presently £3 in credit so no issues there at all.

Accurate meter readings are entered online on the 8th of each month and had no direct contact with Avro since the contract started tbh,...never had a reason to contact them either,...which, having read previous comments, I’m thankful for.:D

Consumerist

It certainly seems like a mixed bag with Avro.

I recently moved on, due mainly to adverse reports on here of their customer service, and everything went according to reasonable expectation. My credit balance was refunded within 10 working days so no complaints at all.

I'd certainly consider moving back to Avro when the contract with my new supplier has ended - if their customer service has improved.

To some extent, it's perhaps to be expected that cheaper energy goes hand-in-hand with poorer customer service.

Are we all expecting too much from the cheaper suppliers ?

polymaff

Yes, the leaving process was all very well handled for us, too.


I guess that we'll keep an eye on how Avro - and some of the others - respond to the smart meter issue that OFGEM seem to be pushing suppliers to cooperate with.

victor2

Recently left Avro for EDF.
Good points for Avro with the leaving:
They cancelled my DD before the final bill was produced (my account was in credit).
They pointed out that the independent body's estimate of my readings upon transfer were obviously wrong, with the gas reading being less than the figure I had provided 2 months before my contract end. EDF agreed it was nonsense and said they would use the readings I had provided, and inform Avro that they were doing so.
I have received my refund, even though it is around £20 less than it should have been.

The not so good points:
Avro produced a "final" bill using estimates and used their standard tariff for the days beyond my end of contract, even though they knew before the end that I was leaving. When I queried that as not being in line with OFGEMs conditions, they just said that's how they would charge me until my new supplier took over.
Then they produced a revised final bill, but used a figure higher than EDFs starting reading for gas, meaning they charged me for gas I hadn't even used with them. They said that was the figure EDF gave them and I should query it with EDF. I did and it is now under dispute and awaiting a resolution.

I'm curious to see where the erroneous figure originated, although somehow doubt I'll find out. I suspect EDF will adjust the starting reading to match the final figure Avro used without explanation.
If that is the outcome, I will probably raise a complaint with Avro over the rates they used. Will be interesting to see how they respond to what I believe is a valid complaint from an ex-customer.

RNP

I switched to them last year on price and they were ok apart from when I tried to call them to discuss the ludicrous monthly repayments that they set up! Impossible to get through via telephone and eventually responded to email post Twitter feed!

Now I'm leaving them on price fort a better deal and my sense is that they are behaving most dishonourably! I agreed the switch out on 2/6/19, they wrote to me asking me to confirm that I wanted to go on 12/6 which i responded to immediately in the affirmative! I then heard from my new supplier on 18/6 that they had raised an "unknown objection" to transfer and they could not proceed. When I finally got through their appalling Help Desk queue, they told me that the "mysterious objection" was that I had a balance to clear. Hardly surprising for any customer!!
Anyway, I paid the balance by card and they then told me that as my fixed rate had expired on my intended date of transfer, they would be moving my supply onto penal tariff rate! The delay was all down to them and why did they not ask me to pay off the balance when they wrote to me on 12/6!!??
It has become a most painful process to transfer to a better deal which must be what the Regulator wants to happen.
Avro Energy seem to have a strategy of delaying any transfers out...hence my sense is that they are not trustworthy and I wish I'd never transferred my business to them in the first place.
Appalling people!!

Biscuit_Tin

RNP wrote: »

I switched to them last year on price and they were ok apart from when I tried to call them to discuss the ludicrous monthly repayments that they set up! Impossible to get through via telephone and eventually responded to email post Twitter feed!

Now I'm leaving them on price fort a better deal and my sense is that they are behaving most dishonourably! I agreed the switch out on 2/6/19, they wrote to me asking me to confirm that I wanted to go on 12/6 which i responded to immediately in the affirmative! I then heard from my new supplier on 18/6 that they had raised an "unknown objection" to transfer and they could not proceed. When I finally got through their appalling Help Desk queue, they told me that the "mysterious objection" was that I had a balance to clear. Hardly surprising for any customer!!
Anyway, I paid the balance by card and they then told me that as my fixed rate had expired on my intended date of transfer, they would be moving my supply onto penal tariff rate! The delay was all down to them and why did they not ask me to pay off the balance when they wrote to me on 12/6!!??
It has become a most painful process to transfer to a better deal which must be what the Regulator wants to happen.
Avro Energy seem to have a strategy of delaying any transfers out...hence my sense is that they are not trustworthy and I wish I'd never transferred my business to them in the first place.
Appalling people!!

Indeed. I remember your thread from this morning where I and at least one other provided you advice/replies
https://forums.moneysavingexpert.com/discussion/6015487/smaller-provider-delay-tactics-avro-energy

:cool:

When I looked earlier today, all cheaper suppliers/tariffs apperared to have MSE warnings against them on the Cheap Energy Club

Biggus_Dickus

RNP wrote: »

I switched to them last year on price and they were ok apart from when I tried to call them to discuss the ludicrous monthly repayments that they set up! Impossible to get through via telephone and eventually responded to email post Twitter feed!

Now I'm leaving them on price fort a better deal and my sense is that they are behaving most dishonourably! I agreed the switch out on 2/6/19, they wrote to me asking me to confirm that I wanted to go on 12/6 which i responded to immediately in the affirmative! I then heard from my new supplier on 18/6 that they had raised an "unknown objection" to transfer and they could not proceed. When I finally got through their appalling Help Desk queue, they told me that the "mysterious objection" was that I had a balance to clear. Hardly surprising for any customer!!
Anyway, I paid the balance by card and they then told me that as my fixed rate had expired on my intended date of transfer, they would be moving my supply onto penal tariff rate! The delay was all down to them and why did they not ask me to pay off the balance when they wrote to me on 12/6!!??
It has become a most painful process to transfer to a better deal which must be what the Regulator wants to happen.
Avro Energy seem to have a strategy of delaying any transfers out...hence my sense is that they are not trustworthy and I wish I'd never transferred my business to them in the first place.
Appalling people!!

Just curious,... why did you pay by card?...could Avro not collect the payment throught the usual D/D system?