Avro Energy reviews: Give your feedback

wildheart65

I switched from Avro in June (I switch every year) and this is the first company to mess me around. I am owed £150 and they kept taking the DD. Twice they have promised a refund, which are only processed on Fridays and take up to 10 days. I am STILL waiting for my money. After I tweeted them other customers have come forward to say they are having the same problem.
I would never recommend them, and will never switch to them again.

lrlrlr

I have a credit balance on my account through the monthly direct debits which would already more than cover my bills to the end of the year.
I asked them on 20 August by email to refund this excess with a reminder to customer services after ten days followed by a third email on Friday.
They acknowledged all three emails but have DONE NOTHING about the refund.
Instead they have taken another DD and increased the credit balance further.
Does anyone have any similar experience? Small companies are going down so often these days

victor2

lrlrlr wrote: »

I have a credit balance on my account through the monthly direct debits which would already more than cover my bills to the end of the year.
I asked them on 20 August by email to refund this excess with a reminder to customer services after ten days followed by a third email on Friday.
They acknowledged all three emails but have DONE NOTHING about the refund.
Instead they have taken another DD and increased the credit balance further.
Does anyone have any similar experience? Small companies are going down so often these days

How sure are you that your existing credit will cover your winter usage for heating? It is quite normal to be in credit at this time of year.
When I was their customer, I asked them to reduce my DD by a small amount, as I knew I was paying a little more than I needed to. They referred my request to another department I could not contact and it took about a month to do, during which time they had taken another payment. They did eventually do as I requested though, and IME did answer emails within the allotted time, which was initially 5 working days but then increased to 7.

ecnirp98

I was thinking of moving to Avro 'Simple and uPremium' for my dual fuel, as my OVO deal ends in 2 weeks and they come in as the cheapest 12 month fix with no exit fee for my KWH usage, the comments here are not great, but most of big suppliers have seen have exit fees and are more expensive, I guess you get what you pay for !

Nebulous2

lrlrlr wrote: »

I have a credit balance on my account through the monthly direct debits which would already more than cover my bills to the end of the year.
I asked them on 20 August by email to refund this excess with a reminder to customer services after ten days followed by a third email on Friday.
They acknowledged all three emails but have DONE NOTHING about the refund.
Instead they have taken another DD and increased the credit balance further.
Does anyone have any similar experience? Small companies are going down so often these days

My DD was set too high and I've been accumulating a credit balance. I've twice had a refund by asking for it and waiting several weeks. The most recent one I asked for half of it which they agreed to and paid. It did take a while both times. I went for a new fix about 2 months ago and they reduced the DD at the same time - from £87 to £72, so that should reduce the problem going forward.

Airbubble

I've been with Avro for 2 years, not a problem, submit my reading each month. No exit fees means I constantly check the tariffs and change when a better deal comes up. Thumbs up from me 👍

RedBob

Just switched away from AVRO energy with mixed feelings. Good deal with savings over the last year but may be due to their being relatively small and new to the market but our experience is that they could improve their efficiency in customer interaction. Early on their website was very poor and even latterly it was difficult to gain an accurate picture of usage. I queried my payments as we were clearly overpaying and asked for the refund both prior to and on switching away. We accept that until the switch was complete the refund couldn't be made, however why does it take more than 6 weeks? Even then I've had to request this again and eventually gain the response "Any credit remaining in your account will be refunded at the end of this working week, from which please do allow up to a further 10 working days for the amount to clear back to you". It's a straightforward bank transfer - why does it take so long?

cranford

I have to agree that their Usage stats on their web site are useless but you can always make up your own as I do from the bills which are accurate. I have even explained go them by email that they are wrong but they don't understand or just wish to ignore.
I also have saved a lot but probably the only way they can become more efficient is to take on more staff and spend more on overheads and then prices would have to go up.
I have a £230 credit right now which will more than see me over the winter but over the last few years I have saved a lot more than that by being with Avro.

Biggus_Dickus

RedBob wrote: »

Just switched away from AVRO energy with mixed feelings. Good deal with savings over the last year but may be due to their being relatively small and new to the market but our experience is that they could improve their efficiency in customer interaction. Early on their website was very poor and even latterly it was difficult to gain an accurate picture of usage. I queried my payments as we were clearly overpaying and asked for the refund both prior to and on switching away. We accept that until the switch was complete the refund couldn't be made, however why does it take more than 6 weeks? Even then I've had to request this again and eventually gain the response "Any credit remaining in your account will be refunded at the end of this working week, from which please do allow up to a further 10 working days for the amount to clear back to you". It's a straightforward bank transfer - why does it take so long?

Your new supplier and Avro are both reliant on the ‘verification process’ that your final meter readings are subject to.

The final meter reading verification process is carried out by independent 3rd party gas and electricity validation companies.

This verification process is mandated by Ofgem and there is little that the losing/gaining energy suppliers can do to influence the length of time this process takes.

Until your meter readings are validated by both gas and leccy 'verifiers' the losing supplier (Avro in your case) cannot issue a definitive/accurate ‘ final bill’ and thence an ‘accurate’ credit refund.

It may be the case that it’s the verification process that’s caused your delay,...not Avro as such.

When I left Avro it took 8 weeks to get my final bill then a further week or so to get my credit refunded;...however, none of the delay was down to Avro.

For reasons that still remain unclear the extended delay was caused by the gas meter reading ‘verifiers’. It took about 7 weeks to get my final gas meter reading verified :doh:,...conversely, the leccy meter reading was verified in less than a week!

sunnypopsta

Switched to Avro in January '19 - all went smoothly, had no problems since.