Avro Energy reviews: Give your feedback

Consumerist

Helenkitamu wrote: »

. . . I phoned them and asked why the readings hadn't been taken into account. I was told that they thought my readings were too high and therefore used an estimation instead. I asked why I have never been made aware of this. I was told they are not allowed to give me this information. . .

But you have been made aware of it through your monthly statements. Estimated readings are clearly marked on the statement by the letter "E" before the reading.

Northopian

Have been with AVRO for a year & energy supply OK. However, following high renewal quote, decided to switch but having a bad experience with AVRO customer service. They object to my transfer & stopped the change without telling me - apparently, I was £82.01 outstanding, which I paid immediately. I re-initiated the transfer but they have apparently now objected again & I am unable to find out why - can't get through by 'phone; emails take three days for reply. Not a good experience!!

Consumerist

Northopian wrote: »

Have been with AVRO for a year & energy supply OK. However, following high renewal quote, decided to switch but having a bad experience with AVRO customer service. They object to my transfer & stopped the change without telling me - apparently, I was £82.01 outstanding, which I paid immediately. I re-initiated the transfer but they have apparently now objected again & I am unable to find out why - can't get through by 'phone; emails take three days for reply. Not a good experience!!

I've seen reports on here of this neat little trick of theirs.

The quickest way around it, I would suggest, is to overpay so that you are still likely in be in credit at the switch date (say, three weeks ahead)..

You might want to lodge a formal (written) complaint and report the matter directly to Ofgem as a breach of their licence conditions.

JakethePeg99

Hi, I just wanted to say, i've been with Avro since Oct 17 on their Simple & Supreme tariff.

Have been quite happy with them.

At renewal they will only offer me the Simple & Autumn tariff, which means my energy will go up by £90 a year.
I did phone and ask about the Simple & MSE Collection (18 month fixed with £25 CB) But I was told that is not available for current customers.
Thinking about moving now. Anybody tried Pure Planet?

smipx013

I wonder if it might be time for MSE cheap energy club to update their ratings on "Customer Satisfaction" for this supplier. Looking at teh last several pages on this forum there seems to be more negative comments coming through:


"In our May customer service poll, Avro performed strongly, with 66% rating it 'great' and only 7% scoring it as 'poor' (217 votes)."



Doesn't seem to ring true anymore and since they are pushing heavily a big switch I think its only fair that a more realistic score is presented for Avro.


I assume this is the forum where the scores are calculated as I have never been invited to offer an opinion in any survey from MSE.


They still take over 1 week to answer emails and the phone wait is a complete joke. They estimate bills all the time even though you give accurate readings and (according to other people) they are really poor at the termination of contract stage and ludicrous estimates and holding on to customers money for far too long. To get it back you have to email then 3-4 times or call them 3-4 times and eventually threaten them it seems. Given the ewait times for emails and phone calls this becomes a real headache.

victor2

I last called them in April and it took 20 minutes on hold, but at least they constantly update you with your position in the queue (as well as giving a very optimistic estimated wait time). I wanted to switch tariff with them, which they did without a problem.

I emailed them in May, with a fairly simple question and they did reply - 5 days later.
They estimate readings if you don't give a reading online on the specific day they generate the statement. Give it the day before and they estimate, but they must look at the readings given, as the estimates are very close to reality in my experience with the two accounts I manage with Avro.

So I would say not the best for customer service, but reasonable given the very competitive fixed tariffs available at the time I took the contracts out. Haven't tried leaving them yet and won't until after this winter, so still have that experience to come.

Dobbibill

I recently contacted them via social media as my statements weren't showing.
This is so I could leave my message and carry on with my day.

They came back to my comment within half an hour and requested my account number via DM and came back to me via DM to say it was sorted in another half an hour.

Checked my account and sure enough my statements were now generated.

Really easy to deal with and didn't impact my day at all.

smipx013

Well....


I contacted them regarding a billing query on 12th September - 7 days ago (and this was a reply to an existing query that had not been resolved). I have yet to receive a reply.


Seems patchy at best!


Cheers
Paul

quietly_myself

Our contract with Avro is coming to an end so we searched for the best deals and decided to switch to another provider. Initially it all seemed OK - received an email from Avro saying “sorry you’re leaving” but then a couple of days later the new provider contacted us to say Avro had blocked the switch.

When we contacted Avro they said we needed to pay off the remaining debit on our account before we switched. As with several other comments on here, their original estimate proved unrealistic and we were aware we’d need to pay off the excess when we left. However we had assumed Avro would give us a final bill as part of the switch - but instead they just cancelled it and relied on the new provider to inform us there was an issue!

In the meantime the deal offered by the new provider had expired and we now have to go through the whole process again.

nyta

Service has got terrible, I cannot get any response from them. My 12 month fix ends in October 2018, I was intending to take out another 12 month fix. The problem is that when telephoning their customer services the auto message can state call will be answered within 5 minutes, 12 minutes later I was still on hold, this has happened several times this past month. The auto message on another occasion stated that I was No: 39 in the queue. Their auto message also states there is a wait time due to a high volume of calls, this is the same message from 12 months ago, so why don't they employ more staff. I have sent 4 emails since the 7 September 2018, I received a ticket number dated the 7 September but no one has bothered to reply to my other 3 emails. In July and August I sent in my meter readings through their web site on time but they have ignored my readings and estimated them higher than my actual readings. So I have given up and started switching to the MSE Top Pick, Green Network Energy 18 month MSE Fixed Exclusive, it cannot be any worse than Avro Energy.