Avro Energy reviews: Give your feedback

Benight

Nit_arm_J wrote: »

Just attempted to access online quote from AvroEnergy via the MSE link. as i have been with BreezeEnergy for the year- excellent to deal with, very competitive, can easily find their phone number to speak to them,- and wanted to compare the prices.
I completed the form until the box on previous supplier but Breeze Energy didnt come up, preventing further online progress.
So, going onto Avro webpage to look for a phone number, i quickly discover they dont easily provide it.Try google! YES! Ring it- DEAD, deceased!! Further search. Another number, this time i get thru to Automotive Recovery Vehicle Operators; are they well brassed off at getting folks ringing them for AVRO ENERGY!!!!
Yes this company has requested that AVRO changes this error but AVRO ENERGY not interested in removing this frustration, i am told. BUT the lady has their number so thank you and i ring AVRO ENERGY1 for over 12 mins!
Very busy lines, i am told, amazing how others found the right number!!!
In short, i can save myself £37 by leaving Breeze and going with AVRO. DON'T THINK SO after all that hassle!!!!!!!!!!!!!!!!!!!!!!!!!

Unhappy? Let’s Fix That

If we ever make a mistake or do something wrong, please let us know straight away so we can put things right for you as soon as possible.

First, let us know why you’re not happy with us

• Email us at [EMAIL="support@avroenergy.co.uk"]support@avroenergy.co.uk[/EMAIL]
• Call us between 9am and 5:30pm Monday — Thursday 9am and 4:30pm Friday on [URL="tel:03300582005"]0330 058 2005[/URL]
• Write to us at Avro Energy, Wheatfield House, Wheatfield Way, Hinckley, Leicestershire, LE10 1YG

We’ll do our best to sort out any issues the first time you contact us, and put things right for you within 5 working days or, if its quite complicated, within 8 weeks.

https://www.avroenergy.co.uk/Complaints

victor2

andrewparkeruk wrote: »

... For 10 minutes yesterday morning I tried to phone them (using the new customer line which I presumed they would prioritise), gave up, and sent an email, receiving an acknowledgement at 10:24. More than 24 hours later, no response....

Presumably the automatic acknowledgement to your email said "[FONT=&quot]We aim to respond to your query within 7 working days[/FONT]". They used to say 5 working days, and that is how long it took IME. So expect a delay of 7 working days before getting a reply. When they do reply, I think you'll find they'll action your request, if the tariff is still available. Failing that, tackle the phone queue again.

I have just left them and am waiting to see how and when they work out my final bill. Fortunately for me, I will owe them a small amount (according to my calculations at least!)

philng

andrewparkeruk wrote: »

I administer my elderly mother's energy supplier. We switched last autumn to Avro 'Simple and Summerplan' tariff; the best fixed deal at the time from a well-rated provider. I subscribe to MSE Cheap Energy Club and was recently notified about a potential £50 saving by switching to Avro 'Simple and SuperSavvy’. As an existing customer I am directed to phone or email them; it isn't possible to switch tariff online. For 10 minutes yesterday morning I tried to phone them (using the new customer line which I presumed they would prioritise), gave up, and sent an email, receiving an acknowledgement at 10:24. More than 24 hours later, no response.
This morning I tweeted them, they don't seem to be updating their Twitter feed. Their Facebook page hasn't been updated since Nov-2018.
It is deeply frustrating not being able to get this job done. If I was switching to a new provider it would be simple and could be done online. Switching tariff with this same provider is, so far, impossible.

PS on the phone, there was no sense of where in the queue I was, or how long I should expect to wait for the call to be handled.

You should have held on the phone just a little longer. I managed to update both mine & my mums by phone. First call took 11 mins to answer & 2nd 15 mins & both sorted very quickly with immediate effect. Unlimited mins on my mobile so the wait is no issue.

fryedslyce

I switched to the supersavvy tariff online, just used the get a quote option and renewed to the new tariff. All done in 5 mins, email sent to me confirming it.

Nebulous2

fryedslyce wrote: »

I switched to the supersavvy tariff online, just used the get a quote option and renewed to the new tariff. All done in 5 mins, email sent to me confirming it.

As did I. I tried to get a quote. When I put in my details it said something like we notice you're an existing customer -log in and try again, which was what I did and successfully switched.

ianto11

Nebulous2 wrote: »

As did I. I tried to get a quote. When I put in my details it said something like we notice you're an existing customer -log in and try again, which was what I did and successfully switched.

I tried that as an existing customer, and it said that I would go onto that tariff when my current fix ends in October

alanwsg

I just switched to the supersavvy tariff online as well, I also used the 'get a quote' option and had to login when it realised I was already a customer.

It caught me out for a while when the 'switch now' button was inoperative, it wasn't obvious that the 'begin new tariff' date had to be changed from sometime next year to sometime next week until it would work.

Mr_Meanie

alanwsg wrote: »

It caught me out for a while when the 'switch now' button was inoperative, it wasn't obvious that the 'begin new tariff' date had to be changed from sometime next year to sometime next week until it would work.

Yes I agree, very difficult to see the 'Change' date tab.

I renewed with Avro for another year in November 2018, a few days ago I renewed online to the new SuperSavvy tariff, it literally takes two minutes to complete, savings £60 a year.

Let all hope there’s some more price reductions in the pipeline.

victor2

I am in the process of switching away from Avro to a new supplier and will have about a week after the end of my Avro tariff until the new one started. I kind of assumed I would remain on the fixed tariff until the new one took over, as Avro were aware I was leaving before the end of the tariff. No great loss to me, but Avro have confirmed by email that I will be charged the extra days on their standard variable tariff. In the past, a supplier I was leaving charged me at the fixed rate of the tariff I had been on, even after it ended during the transfer.
Is this just a supplier "goodwill" that some choose to offer, or some sort of OFGEM mandate?

MiniMum

I am a regular switcher. I have been with Avro Energy for one year and am very pleased to say I have had no problems :-) Previously been with NPower who were an utter nightmare - I spent most of my year complaining about incorrect billing. Similarly was with Together Energy prior to Avro who were not quite as bad as NPower but struggled to produce a correct bill, and made various other errors. Their communication wasn't great either. So after these experiences, although price is obviously still a factor, the importance of a company with good customer service, and the good admin is now more important to me that necessarily getting the absolute cheapest price, Constantly having to check bills, and spend hours writing complaints or on hold waiting to speak to someone is just not worth a few pounds difference in price.
Now having been with Avro a year, I am very pleased to say that I have not had to contact them once - as it should be - your utility supplier should just plod along in the background taking the agreed payments and calculating your bills correctly - not much to ask you would think but seems to be a common problem with many suppliers going by reviews, sadly, especially the smaller ones.
Anyway, Avro are not offering the cheapest rate but it's only about £20 a year more expensive that the cheapest tariff, so I will be sticking with Avro this year as I am confident in their ability to deliver accurate billing, and that £20 is worth paying for that guarantee.