Avro Energy reviews: Give your feedback

Consumerist

rmtucker said:

I really hope they are not going bust!.

Switched to them on the 2nd Feb.

Tried ringing thursday,friday,today no answer.

Tried emailing them also and no reply.

My account only half set-up (No electricity meter details still) and i am supposedly entering meter reads on the 25th or around there but i can not because of the above.

They are even worse than Scottish Power and that is saying something.

Well, I suspect they are under pressure. If you've sent your meter read(s) in an email to them then all you can do is wait. They do generally respond - eventually.

If your switch hasn't completed within 3 weeks of the request then you should receive £30 automatic compensation. If you don't receive it within 10 working days after that then you can complain to the Ombudsman. In the current covid-19 crisis, however, I think it likely the Ombudsman will afford them a little latitude. Hang on in there and good luck.

wrongplanet

alanwsg said:

Hmm .. I just looked and they offered me "Simple and SuperSaving" as well.
They say it's cheaper for me but the prices all go up!

Been said before but you really must do a spreadsheet so you can do your own comparisons and what-ifs.

Just put in the figures you give for SuperSaving to compare against my SuperPremier tariff and it's £66.23 vs £67.53pm for E:2700 & G:8200kWhr.

Telegraph_Sam

I can  only echo that.  If ever the word "savings" crops up I never take it at face value without doing a quick spreadsheet check myself. Taking account of any dual fuel / cashback etc savings and - though not in the case of Avro - exit fees and smart meter stipulations.

Consumerist

One of the reasons I continue to use CEC comparisons is that the "savings" are pretty genuine tariff-tariff comparisons over a full year in each - without using Ofgem-inspired exaggerations; providing your consumption estimates are close to actual consumption.

[Deleted User]

Consumerist said:

rmtucker said:

I really hope they are not going bust!.

Switched to them on the 2nd Feb.

Tried ringing thursday,friday,today no answer.

Tried emailing them also and no reply.

My account only half set-up (No electricity meter details still) and i am supposedly entering meter reads on the 25th or around there but i can not because of the above.

They are even worse than Scottish Power and that is saying something.

Well, I suspect they are under pressure. If you've sent your meter read(s) in an email to them then all you can do is wait. They do generally respond - eventually.

If your switch hasn't completed within 3 weeks of the request then you should receive £30 automatic compensation. If you don't receive it within 10 working days after that then you can complain to the Ombudsman. In the current covid-19 crisis, however, I think it likely the Ombudsman will afford them a little latitude. Hang on in there and good luck.

Like rmtucker I too am approaching 15 working days nice my switch to Avro and in the same situation in respect of an incomplete electricity account (marked as unconfirmed serial) but,  correct me if I am wrong,  I was under the impression that as far as the industry is concerned I have now switched to Avro (both utilities showing on the 2 database as being supplied by Avro) so surely the £30 compensation (for not completing the switch) would not apply.  Looking at the timescales for industry validation, I find scant details about this and can find only a few references on suplliers websites such as

https://help.so.energy/support/solutions/articles/7000046241-opening-reading-validation-process

However I am not at all sure how up to date/accurate the 2-6 weeks timeframe contained in this article for the industry validation

Presumably, whatever the realities are, the old supplier must receive the industry validated opening read within 6 weeks for them to generate a final bill otherwise they get slapped with a £30 fine.

With regards to my personal contact process with Avro,  emails so far have been replied to (reasonably quickly) but the live chat which was operating well (and quickly) earlier this month has not been available for a number of working days now.

Consumerist

If the switch has completed i.e. you are an Avro customer for electricity then, as I said earlier, it will be just a matter of time. I would suggest you keep sending your reads by email until it's all sorted.

caveat_emptor

I've been with Avro for 2 years and have found their tariffs competitive, A week ago I received an email saying that they would  raise my DD by £15/month to recover my debit, fair enough. I decided to pay off the debt and emailed Avro to ask that my DD remained as it was. No answer to that email but I got one saying that Avro would raise my DD by £15/month.  I know times are difficult but surely thay can do better than this. 

Telegraph_Sam

My understanding is that provided you can say to your bank that you have attempted to resolve the issue with the supplier, and without success, then you can block the payment being taken - or if it has been taken then reclaim it under the DD guarantee scheme if you don't delay. When I was with Tonik I cancelled the DD altogether when the credit balance went stratospheric, and reinstated it when things returned to normality.  As long as the account is in credit the supplier hasn't really got a leg to stand on.

rmtucker

I have had no response now from Avro for over 5 days.(except for an automated email in response).

I have sent multiple emails and the last response was the 18th.

I think after 3 weeks of this shambles i shall look elsewhere albeit at a higher price but maybe better customer service.

Telegraph_Sam

Interesting since I had not ruled out switching to Avro myself in the coming weeks. It would be interesting to know what  conclusions / alternatives you come to. I had "shortlisted" So Energy and Outfox the Market.