Avro Energy reviews: Give your feedback

steviec2

I think you ignored my first paragraph

Consumerist

steviec2 wrote: »

I don’t think I am excluded from reviewing because I am a previous customer,. . .

Who suggested you were excluded from posting a review ?

steviec2

But the review question asks you to assess your current supplier - not your last one. So suppliers don't get reviewed on what happens when you leave.

I was referring to this.

Not_Radio2

We left Avro in early December 2018. Request after request was made for the final bill - as well as the refund for the credit balance on the account. Final bill received two/three weeks ago, which they backdated to 1 Jan 2019.
No sign of the refund to date, despite involving Resolver. Dreadful CS that lie in their emails. Use every stalling tactic that they can.

Consumerist

steviec2 wrote: »

I was referring to this.

I was only offering it as a suggested reason why Avro's ratings are so high in MSE polls. The poll doesn't give former customers the chance to include their dreadful experiences when they left a supplier. The MSE poll question needs to be changed if the poll is to accurately reflect peoples' experiences.

The more reviews we get on these forums the better for everyone, in my view.

doberryfirkin

I've been with AVRO since 2017. Initially they were fine but recently a number of issues. However for some reason when I go to comparision sites it always shows I'm on the best deal for my location so I havent intiated a change. That said I've had two issues. First I don't seem to be able to switch until I clear my underpayment with them but doing that seems to be difficult (strange as you'd think they would want my money) and they NEVER answer their phone. Second their website has stopped showing my 'actual' usage even though I've been sending in usage stats. Wonder if their IT maintenance is grinding down?

wrongplanet

doberryfirkin wrote: »

Wonder if their IT maintenance is grinding down?

I'd guess the web site maintainer either hasn't been paid or has left.

It just adds to the impression of a company in trouble.

Consumerist

wrongplanet wrote: »

. . . It just adds to the impression of a company in trouble.

I think I'm inclined to agree.

I'm with Avro, within my switching window now and decision time is rapidly approaching. They are showing up (CEC) as the cheapest medium-sized supplier for me on their Simple and SuperSaver tariff but I really don't know if I want to chance it.

I need coffee ! :eek:

steviec2

I don’t think they have a phone line anymore, it seemed to stop working when I was having issues back in November as one day they would answer, the next they left an automated response ‘sorry but our telephone line is temporarily down’, after this message stopped I was put on hold and never put through to anybody? The phone line just disappeared. The quickest way to get a response is to tweet them and usually somebody called Todd responds during office hours fairly quickly. He seems to message the finance team who nobody can speak to but have all the answers. They give an automated response when you email saying they will respond within 7 days (or something like that) which to be fair they kept their word but if they don’t answer part of your question or you want to ask something else then you have to wait another 7 days which is frustrating.

wrongplanet

An update on Avro failing to pay MSE the intro fee or whatever it's called so I've not yet been paid my £25 cashback. I FB messaged Avro about why they hadn't paid MSE and had failed to respond to them when chased. This is their reply:

Hello Graham,

Thanks for your message. I have discussed this with a senior member of staff and we are unaware of any introduction fees to be paid to MSE. The cashback incentive is nothing to do with Avro and is purely through MSE.

Best wishes ^Todd

[Edit] Has anyone who switched to Avro in the last MSE collective switch got their £25 cashback?

[Edit2] After an exchange they've come back with:
Thanks for your message. We do not pay MSE or any other energy sites to switch customers to us. Best wishes ^Todd

Which is at variance with the info given for the MSE Collective Switch. Now who do I believe...