Engie reviews: Give your feedback

Sprinkly

Had engie in my last place but just moved. Had problems with their website and my login. Have not been able to view one single bill online. Not sure what I think about this company at the moment as I still haven't switched over at my new place which is s pain in the backside..I emailed them about my login and they sent a reply email saying they would look into it but that's all I've heard. Tried entering my details on their webpage but it said my email address was not recognised which is the same one they send my notification on then the I am not a robot facility didn't show the words to type in and I thought I was going round the bend. Hope to get this sorted soon.

KNas

LAST 2 YEARS HAS BEEN A LIVING HELL OWING TO ENGIE!
I will try to keep this as brief as possible, although it’s 2 years worth of information combined with unbelievable level STRESS!

I'll start off by saying we are a small business struggling to break-even. Engie took over our electricity supply from another supplier in December 2016 WITHOUT our knowledge.

We did not receive single bill or letter from them regarding the transfer. I tried contacting them countless times through phone, email, contact forms on website but NO RESPONSE. This matter went on for 11 months. I contacted another supplier to take over but the transfer was objected by Engie. Only then, 11.5 months later we received the first letter from Engie limited titled ‘De-energisation of electricity supply’ threatening that they will cut the supply unless we paid them the last 12 months of bill. I called them again and managed to speak to somebody in the credit control department. The person I spoke to explained that the contract was signed by a DIFFERENT COMPANY. I took an email address for complaints and logged a complaint. 2 months later, no response.

I logged a claim with the energy ombudsman. I was hopeful about this but even that didn’t fix the problem. Their decision was that we had to pay, I appealed and used the backbilling rule (they could bill us up to 12 months and not before), which was accepted by the Ombudman.

So now we are in June 2018. I receive an email from Engie with with attachment containing 12 months of invoices based on no meter reads from us. I contact them again explaining that we are not in a position to pay 12 months energy at once and we need to come to a payment plan based on accurate meter reads (I already had some which I could provide to them). The person I spoke to assured me that he will look into this case and he will stop all action of disconnection. He said that he couldn’t understand it either because the contract was signed by another company. He also said that because we are on a deemed contract the rates are high and therefore he will be able to reduce that by offering us on contract rates.

Now we’re in August 2018, I send 3 emails that month asking for an update. I receive an email in September apologising for the delay and that someone in the sales team will call me to offer a contract and therefore base the last 12 months on that contract rate.

I receive a a few calls from sales team in September, they are also clueless as to what they are dealing with. I gave them the meter reads I had for the previous year and requested they put together a bill based on those readings.

We’re now in November 2018 (I have sent emails chasing in October but no response). I receive an email from the complaints team saying that they are unable to offer a contract and because we’re in a deemed contract that we can leave at any time (which is not true because this was objected before) and that they will look at lowering the rates. I replied with the meter reads once again and told them the maximum we can pay per month.

December 6th, I receive an email from a Consumption Data Administrator requesting meter reads. I send the most recent one as well as ones from June 2018 and April 2018 so they are in a position to bill accurately. I also request the payment plan and lowest rate.

January 9th we receive a letter from Engie with an outstanding balance of £23,839.29 (!!!!). I forward to my contact at credit control requesting clarification and response to my earlier emails.

No response, January 24th I send another email chasing and requesting that we have a face to face meeting to come to the bottom of this. Bearing in mind their office is based in Leeds and we are in Kent (250 miles away) and I am still happy to do this because the situation is beyond words…


I visited my local Citizens Advice Bureau hoping they could help, but they said they don’t deal with businesses. They referred me to Business Debtline and anyone who has dealt with this organisation will know, they are impossible to reach. After 1 week of constantly attempt and queuing for 30 minutes, I managed to speak to someone whose only help was to refer me to Citizens Advice Bureau consumer helpline. I spoke to them today, and they said someone will call me within 5-10 working days.

I have no other avenues, I want to sue them but we are not in a position to do this.

All I can say to you is if you want to keep your sanity STAY AWAY FROM THIS COMPANY and if there is anyone reading this who can help me take this company to court, please get in touch.

KNas

Hi,

Please read my comment about my experience with them. Can we please join forces to fight with them

Thanks

jeff_TinC

Switched to a fixed tarrif December 2018 and all went well. When I switched I gave annual usage figures which have been stable for the last three years. I have given monthly meter readings which seem to require logging in and out to give gas and electricity readings together. On 17th March 2019 I received a message saying that an Adequacy Review had taken place and my Direct Debit will rise from £61.10 to £68.00. How they can make a review after such a short time and only taking into account winter months is sharp practice in my eyes.

I have sent an email informing them I do not accept their review and I will go to the Regulator and Ombudsman if my Direct Debit payments increase. I will post their reply when it appears.

jeff_TinC

jeff_TinC wrote: »

Switched to a fixed tarrif December 2018 and all went well. When I switched I gave annual usage figures which have been stable for the last three years. I have given monthly meter readings which seem to require logging in and out to give gas and electricity readings together. On 17th March 2019 I received a message saying that an Adequacy Review had taken place and my Direct Debit will rise from £61.10 to £68.00. How they can make a review after such a short time and only taking into account winter months is sharp practice in my eyes.

I have sent an email informing them I do not accept their review and I will go to the Regulator and Ombudsman if my Direct Debit payments increase. I will post their reply when it appears.

Received a telephone call the following morning saying the increase will be cancelled. All very well but they said that this happens every six months, no explanation apart from the standard, "its the way the system works" to my comment that I have only been with them 4 months and they reviewed the account. By the way the account was only £20 in debit after the winter.

Teddiut

Hi
I switched to this company with no trouble at all. Simple and Smooth transaction. A few teething troubles with meter reading,,,,,my meter was v old.
I had trouble when they reduced my dd. I have a fear of not having sufficient money to pay if the weather gets colder.

When I moved house I was pleased with their efficiency and am now looking forward to switching to them once again from the inefficient British Gas . I
I've been in the house since January and we're still not sorted.!!

hotpot1000

Although this feedback is from being a business customer & lengthy, you need to know how Engie are just so poorly inadequate at customer service when there is a problem.

We were promised a cheap deal by a 3rd party in 2014 only to find they signed us up with engie on a more expensive one. We refused to pay for 5-6 mths & they offered us the same price as our previous supplier, we agreed & gave notice to quit for when the contract expired in 2017.

On expiry in 2017 it appeared they had signed us up til 2020, I had argued it for months on end and got nowhere despite keeping the email where they accepted we had given notice. Then they increased the price & since October 2017 I have repeatedly said as they will not release us til 2020 we will only pay the same tariff as we agreed on the contract we agreed with the more favourable price.

They are unable to rebill us at the correct price, they finally agreed the same price with me late last year but said their system was unable to rebill, they had to figure it out.

They promise updates by a set time and day which never come. 2 weeks ago I was told I could go to the ombudsman even though engie had not given me a deadlock letter. But what's the point as their system cannot do what they've agreed to do. Also they sent another contract a few weeks ago for 1p more than I want/we were paying.

If we are in contract til 2020, why do they think they can just issue me with an increased price contract now?

RateTartExtraordinaire

Hi, I've been with Engie from Feb 2017 fixed until 30 June 2019 paperless. I was sent a welcome pack which initially showed the wrong fixed date (2018) but I rang them and they confirmed it was 2019 I had signed up for and corrected it.
Since then I have had no real problem. I use the website rather than the app to do meter readings as I found the app a bit difficult enter the readings. I cannot fault them on cost - I was paying £56 a month (small terraced house) and have reduced this to £38 a month following a review of my usage and after installing double glazing. No one has been close in price (who I would consider swapping to).
It works best if you enter readings every 3 months when they send you a reminder, (you can set it up on line so you get an email notification that you need to read the meter).
They have sent me documents online in secure messages that I was unable to open due to technical issues. I emailed them via the secure message and they resent things til it was resolved.

I would recommend them if you are on top of meter readings and patient enough to wait for problems to be resolved. They do have customer service that works, slowly.

mickwelsh

Since joining in May 2017, I have been unable to get Energie to record the online meter readings submitted and all bills have been based on their Estimates.
After repeatedly denying that there was any problem in the levels of usage Estimated, they finally agreed that a new meter had been installed at the house at some point but they cannot say exactly when or whether they have based their estimates on the old meter or the new one.
Estimated gas usage in the 6 months to February 2018 was 900; as of May 2019 the actual reading is 4800.

Promises of a visit to verify the meter and to take readings have been unfulfilled.




I am terrified that a huge bill will be presented as and when they discoover that their estimated readings are far too low.

In an 8th May 2019 telephone call, it appeared that someone was going to grasp the problem and a promise was given that they would elephone me on 15th May with a full explanation and answer.
I waited in all day-for nothing.
Today, 16th May, I reluctantly telephone again. No explanation or apology was offered.
Another visit was promised in 2 weeks-they refused to offer any alternative course.



I cannot switch without knowing what my actual usage is.


What can I do?

molerat

1) Submit a formal written complaint.
2) Calculate what you owe from your own readings so it does not come as a shock.