Avro Energy reviews: Give your feedback

Consumerist

FreddieM said:

Why am I acting in haste?  Why should I allow them to withold my own monies, that can't even be legal. I believe there is a law to ensure that utility companies don't hold onto customer funds, and of course I am already in credit.

It seems to me that they were processing your request but you decided to go off the deep end.

There is a complaints procedure available if you felt that they delayed payment of your refund unreasonably.

Many companies are suffering staff shortages during the pandemic which is causing delays.

FreddieM

Consumerist said:

FreddieM said:

Why am I acting in haste?  Why should I allow them to withold my own monies, that can't even be legal. I believe there is a law to ensure that utility companies don't hold onto customer funds, and of course I am already in credit.

It seems to me that they were processing your request but you decided to go off the deep end.

There is a complaints procedure available if you felt that they delayed payment of your refund unreasonably.

Many companies are suffering staff shortages during the pandemic which is causing delays.

I only cancelled my DD on the 1st April. My refund request was the 2 March, so there is no excuse for poor customer care. I gave them every opportunity to refund me. To tell me they are not paying me my own money has implications. So, I did not go off the deep end I suffered appaling customer service.

Telegraph_Sam

I rather think that if you had been in debt by a similar amount there would have been a bit more activity and shortened response times./ less red tape. 
It is possible to regard individual cases as "exceptions" but when there is a smoke trail as long as this thread then conclusions have to be drawn.
If my experience with late lamented Tonik is anything to go by, the Citizens Advice route is probably as good as any to seek redress.

Consumerist

Well, my suggestion would be to reinstate the DD before they transfer you to a more expensive tariff which does not require payments by DD and then start their complaints procedure on the grounds of unreasonable delay in paying your refund.

If nothing else, it should get their attention.

FreddieM

Telegraph_Sam said:

I rather think that if you had been in debt by a similar amount there would have been a bit more activity and shortened response times./ less red tape. 
It is possible to regard individual cases as "exceptions" but when there is a smoke trail as long as this thread then conclusions have to be drawn.
If my experience with late lamented Tonik is anything to go by, the Citizens Advice route is probably as good as any to seek redress.

I have started the Citizens advice process this evening. It seems that this is quite normal with Avro, on other media there are pages full of complaints mostly refunds but all customer complaints.

Telegraph_Sam

Not forgetting Twitter of course as a parallel avenue for getting results

[Deleted User]

DerwentMailman said:

Customer service quality and such things as ease of communication plus speed of reply etc then become an issue when problems do occur as they have done with my situation.  Having been with Avro for 2 months now and the issue I am having can only be sorted out by Avro and/or Avro's industry agents. They were notified of the problem precisely 2 months ago on Supplier Switch Date and I now wonder if if have been too patient with them.  Hence my formal complaint that I sent to them on Wednesday.  

Progress of a sort.  No reply to the fomal complaint I raised with them last week but there has been some movement.  Finally this morning my Electricity Meter Serial Number (correct) showed up on my account.  I was able to input all the reads for 3rd Feb (opening), 3rd March and 3rd April agin but this time they appeared in my account.    Not sure if the opening read I have submitted to them on several occasions has been industry verified.  It now remains to be seen as to how efficient they are at generating bill statements given that they have everything they need to produce them.

djh

My experience with Avro for the past year.
I am on Simple and Superfixed tariff which was the lowest I could find.
I have run up a 3 month credit surplus when I pointed this out my D Debit was lowered.
I have just renewed which was simple. Avro still have one of the lowest fixed rates available.
I have smets 1 metering which they cannot read .A minus point for me as Gas Reading is difficult.
Avro have responded to email queries in reasonable time.
There are no exit fees.
Also on the website you are informed if there is a cheaper Avro tariff to switch  to.
Overall my experience is very positive.
I have no aversion to switching (normally via Quidco) as a matter of interest.

jimroy

Avro and their third party installers Lowri Beck pestered my mother to have SMETS2 meters installed at the beginning of January. Avro then said it'll be months before they can remotely read them. Like others have stated we had issues with them updating the new serial numbers online and getting them to issue a monthly bill for three months after manually submitting them which were being put under the old serial numbers. I had to raise a complaint with them (even trying to raise a complaint was difficult. I had to push them to do that!) to get that resolved and sorted out properly.

I have to now go and read them manually for her as she can't read them because they're a. placed too high up for her and b. in the case of the electric one so difficult to get to the screen to get the accurate read because of the unresponsive/temperamental A button you have to press to even light the thing up to see the screen. Oh yes and the IHD doesn't work and we're still waiting for an appointment/visit from Lowri Beck to replace it. What was the point of having them again? They keep pestering me to have them installed at my address too now. But like the Lowri Beck guy who came to read my meters recently said they can't be installed at my relatively new- build address because they are outside my property.

We can't wait to leave this shower. Unfortunately I've been reading reports that if we don't get Avro to replace the IHD while we're with them, a new supplier won't do it. I hope that's not the case. In the meantime we're raising the issue with the ombudsman to get sorted out because it's been over eight weeks since we raised the complaint. Hopefully that'll push them to get us that appointment.

Consumerist

jimroy said:

. . . I have to now go and read them manually for her as she can't read them because they're a. placed too high up for her . . .

If your mother is elderly, signing up to Avro's Priority Services Register may help her to have the meters moved to a more convenient location, if that is possible.