Avro Energy reviews: Give your feedback

millie

I got through to them this morning just after 9.00am was only a couple of minutes waiting they do seem to be improving. When I rang them a few weeks ago waited about 10 minutes so perhaps they have employed more staff

colinblue

Agree about getting your money back. I had to escalate this to the ombudsman as Lauren Wright started ignoring my emails. I changed over on 18 Jan and she said the process could take 8 weeks to get the final bill. Didn't happen in March so I emailed Lauren again. Nothing. Now a new consumer service person has taken up the baton, presumably after the ombudsman getting involved, to say that my money will be refunded at the end of the week but will take an additional 10 working days to clear! The amount I'm getting back is questionable and unclear. Do you think the Ombudsman would say that this is unacceptable?

Consumerist

colinblue wrote: »

. . . Do you think the Ombudsman would say that this is unacceptable?

Very likely, in my view.

If you're not happy with the final bill when it does finally arrive, I would suggest you wait until you've got your money back before raising a dispute about it. If you dispute the final bill before you get your money back then Avro will have an excuse to hold on to your money until the dispute is resolved.

CityOwl

CityOwl wrote: »

Very happy and glad that I am staying with Avro, lets hope that they are just as competitive next year

CityOwl wrote: »

All to be revealed in 11 months time...I will report back

26 February - Received an email from Avro Energy advising that our Simple & Flow fixed tariff was due to end on 9 April. Nothing was going to beat our current tariff but I ran a quick comparison on The Cheap Energy Club site using our actual usage and Avro still came out as one of the cheapest suppliers for a fixed tariff. As the renewal date was still over a month away I decided to wait to see if a cheaper tariff would come along.

2 April - Checked again and Avro had introduced Simple & Superswitch which was cheaper than the tariff available during my previous search. The few suppliers that were up to £6 a month cheaper were either too new/small to have meaningful feedback or Outfox the Market whose reviews are atrocious. I decided that it was better the devil you know so I renewed with Avro. Our previous renewal had been pretty straightforward so I expected nothing less when I pressed the button, I received a confirmation email with tariff information within a minute.

3 April - Our account was £279.38 in credit so I rang to request a refund. I was in the queue for about 9 minutes and then advised that my request would be forwarded to the correct department and that they would email me. I received an email a couple of days later advising that Avro would review our account after the next monthly set of meter readings and statement.

10 April - Readings were submitted and I emailed Avro back to ask for either a refund of the credit balance or a reduction of the direct debit. I fully expected them to keep our credit balance and reduce the direct debit, but they emailed on 15 April to advise that a credit refund of £279 has been authorised. The credit would be processed “on the next working Friday and may take up to 10 working days to show in your account”.

1 May - £279 credited to our account

I am pretty pleased as there was an Easter Weekend in between

Alpha_5

CityOwl wrote: »

26 February - Received an email from Avro Energy advising that our Simple & Flow fixed tariff was due to end on 9 April. Nothing was going to beat our current tariff but I ran a quick comparison on The Cheap Energy Club site using our actual usage and Avro still came out as one of the cheapest suppliers for a fixed tariff. As the renewal date was still over a month away I decided to wait to see if a cheaper tariff would come along.

2 April - Checked again and Avro had introduced Simple & Superswitch which was cheaper than the tariff available during my previous search. The few suppliers that were up to £6 a month cheaper were either too new/small to have meaningful feedback or Outfox the Market whose reviews are atrocious. I decided that it was better the devil you know so I renewed with Avro. Our previous renewal had been pretty straightforward so I expected nothing less when I pressed the button, I received a confirmation email with tariff information within a minute.

3 April - Our account was £279.38 in credit so I rang to request a refund. I was in the queue for about 9 minutes and then advised that my request would be forwarded to the correct department and that they would email me. I received an email a couple of days later advising that Avro would review our account after the next monthly set of meter readings and statement.

10 April - Readings were submitted and I emailed Avro back to ask for either a refund of the credit balance or a reduction of the direct debit. I fully expected them to keep our credit balance and reduce the direct debit, but they emailed on 15 April to advise that a credit refund of £279 has been authorised. The credit would be processed “on the next working Friday and may take up to 10 working days to show in your account”.

1 May - £279 credited to our account

I am pretty pleased as there was an Easter Weekend in between

Thanks for sharing, your experience is virtually the same as my renewal, except I'm a few weeks behind you. I also looked at a few suppliers that were a couple of quid a month cheaper, but sometimes it's better the devil you know.
I asked for my credit the be put against the new direct debits and, like you, was told they would only look at it after my next statement (12 month anniversary). The advisor put a note in her diary to review it this week, so I'll wait and see what happens - your post has given me some confidence though!

Bunneroo

We finally got our refund, many phone calls and emails since March. They don't seem to mind lying, even in emails... "your refund was sent on March 18th" then at the end of March "this refund has been sent today". One person told me payments were sent out on fridays only. Reading these threads it seems to me that they habitually over charge, perhaps to help with their cash flow.
We've now moved to M&S who are extremely efficient and I'd recommend- it's Octopus Energy. Run away before they go bust, there'll be no refunds after that.

philng

My experience with AVRO continues to be fine.

Renewed in March & came across a cheaper AVRO tariff launched this week SIMPLE & SUPER SAVVY so I phoned up requesting switch to the new lower tariff.

Held on phone for 10 minutes before call answered by a pleasant UK based operator.

Switch over agreed within 2 minutes of being on call so around 12 to 13 mins in total.

CityOwl

philng wrote: »

My experience with AVRO continues to be fine.

Renewed in March & came across a cheaper AVRO tariff launched this week SIMPLE & SUPER SAVVY so I phoned up requesting switch to the new lower tariff.

Held on phone for 10 minutes before call answered by a pleasant UK based operator.

Switch over agreed within 2 minutes of being on call so around 12 to 13 mins in total.

Thank you for your post and the heads up

I have just rung Avro and asked to switch to the Simple & SuperSavvy tariff as this will save me £3 a month (been on current tariff for one month). Wait in queue was 2 minutes and chatting for 1 minute. I was advised that the switch was effective from today and the email arrived a couple of minutes later.

I am signed up to The Cheap Energy Club and my default is that they email me if I can save anything, so not sure why they have not been in touch

polymaff

CityOwl wrote: »

"Annual income twenty pounds, annual expenditure [nineteen] nineteen six, result happiness.

Annual income twenty pounds, annual expenditure twenty pound ought and six, result misery."

Charles Dickens

Shame about the point-destroying, ignorance-revealing, mis-quote..:)

swanny65

Been with Avro a year and just moved to Utility Point. No issues with them. Switch both ways been ok. Moved 4 weeks ago, they stopped our DD payments when we switched, bit slow sending us the £90.00 refund we are due.......