Avro Energy reviews: Give your feedback

tonycarew

I contacted Avro by phone in July in order to change my tariff and to request repayment of quite a large credit balance.
Just  a quick update to say that I have today received in full the outstanding credit amount paid into my bank account.I had rang them on both Friday 27th August and Tuesday 31st regarding the matter and after waiting 25 minutes and 10 minutes respectively was able to speak to customer service operators who on both occasions were both polite and helpful.I hope this may help anyone who is anxious regarding the company.(NB when I rang them I chose the new customer requiring a quote option from their menu rather than the existing customer route)

Consumerist

tonycarew said:

. . . (NB when I rang them I chose the new customer requiring a quote option from their menu rather than the existing customer route)

Nice one.

pearl123

darrow_2 said:

I had an awful experience with AVRO. They gave me a quote to renew my fixed price contract. A few hours later when I tried to renew it, the price had increased by10%. I called them but after 30mins on hold I gave up. I emailed them, which they acknowledged as received. No reply. 4 weeks later, still no reply so I gave them a bad review on Trustpilot. They called within hours. They will not give me the price quoted and the price has increased further by 20%!
Avoid this appalling company. If you must speak to them, give them a bad review on Trustpilot. That will get their attention.

I had a little surprise when swapped to them two years ago, via a comparison site. I was told the tarrif I'd gone for on the compasison site had been now pulled and that I now would be given a new tarrif. I regret not complaining. 

GH63

As others on this thread have posted. Avro as a commercial entity have completely disengaged from their customers, especially if i) you wish to leave and ii) they owe you money.  They reject all attempts to switch unless you have a significant positive credit balance on your account, and once they get that credit balance from you then they do everything they can to avoid refunding it to you.  I am almost at the stage of using the small claims service on .gov.uk to file proceedings against them.  They do not answer phone and the time taken to answer emails is ridiculously prolonged, and the answer then is often unhelpful or downright misleading.  Please, please if you are thinking of joining them because they look cheap, DON'T DO IT!  I cannot see them being in business for much longer if their current behaviour continues.  Unwillingness to refund credit balances to suppliers or customers is often an early sign of a failing business.

tonycarew

GH63 said:

As others on this thread have posted. Avro as a commercial entity have completely disengaged from their customers, especially if i) you wish to leave and ii) they owe you money.  They reject all attempts to switch unless you have a significant positive credit balance on your account, and once they get that credit balance from you then they do everything they can to avoid refunding it to you.  I am almost at the stage of using the small claims service on .gov.uk to file proceedings against them.  They do not answer phone and the time taken to answer emails is ridiculously prolonged, and the answer then is often unhelpful or downright misleading.  Please, please if you are thinking of joining them because they look cheap, DON'T DO IT!  I cannot see them being in business for much longer if their current behaviour continues.  Unwillingness to refund credit balances to suppliers or customers is often an early sign of a failing business.

Just to address the balance a little but not wishing to demean GH63's experiences in the slightest I had occasion to contact Avro on 27th and 31st August and on both occasions a customer service operator did answer my calls in 25 minutes and ten minutes respectively regarding  a positive credit balance which they have returned to me in full.

milgo

Again for balance, my 2 recent (June and July 2021) experiences with Avro. 1. Home move... I emailed the relevant email address the day that we moved out with the account number and closing meter readings. Final accurate bill received on time and full refund thereafter, again on time. 2...Move to another provider. My balance was negative - £42 at the time. Final bill was accurate. Closing readings matching start readings with the new provider.

So from my point of view they are capable of doing the the job required of them as an energy provider and just need to work on their consistency. 

[Deleted User]

milgo said:

Again for balance, my 2 recent (June and July 2021) experiences with Avro. 1. Home move... I emailed the relevant email address the day that we moved out with the account number and closing meter readings. Final accurate bill received on time and full refund thereafter, again on time.

Can I just ask how long Avro took to issue the statement and how long thereafter to issue your refund?

milgo

24th June - Move out and email Avro "change of tenancy" team with closing readings.
29th July - Final statement received.  The final statement was accurate.
20th August - Account credit refunded to my bank.  I had also cancelled my DD knowing that I was in credit.

Consumerist

Oops! So it looks like they took more than 10 working days to provide the refund.

LippyDoodle

Hi everyone

I've recently swapped to this company as they were the cheapest. It's a nightmare to get a response from them. I've emailed them on Tuesday and got a ticket number and was told that it could take between 5 - 10 working days or in some cases longer for them to answer some queries.  I tried phoning them today to hear that they close at 4pm.  I came from Octopus who I have to say are the best company (not just energy) for customer services.