TOTO Energy Company

Coodums

This is the worst company I have ever had dealings with. They rip you off and their customer service is appalling. DO NOT GO NEAR THEM!

daryah

There is definitely something fishy going on here...

They came up as a result in moneysupermarket comparisons but NOT uswitch - does moneysupermarket actually vet its suppliers?
They have a very good rating on Trustpilot (7.8), but I noticed the reviews were split between 5 stars and 1 stars - fake reviews?
They claim they can take over my SSE smart meter as it is "SECURE branded", or they can install their own smart meter. My meter is branded Elster and SECURE are not a brand based on some googling I did . Been told by SSE that my (SMETS2) meter needs to be (software) upgraded to be compatible with (DCC) core network before other suppliers can actually use the same meter - timeline unknown and/or unreliable.

They are a very new company established late 2016.
Has anyone used these guys and had their smart meter taken over or had a meter installed by them?

For me, they are far too new to get into a 12 month contract, but now I am also questioning the other websites (above) they have affiliated themselves with...

trickytree1963

daryah wrote: »

There is definitely something fishy going on here...

They came up as a result in moneysupermarket comparisons but NOT uswitch - does moneysupermarket actually vet its suppliers?
They have a very good rating on Trustpilot (7.8), but I noticed the reviews were split between 5 stars and 1 stars - fake reviews?
They claim they can take over my SSE smart meter as it is "SECURE branded", or they can install their own smart meter. My meter is branded Elster and SECURE are not a brand based on some googling I did . Been told by SSE that my (SMETS2) meter needs to be (software) upgraded to be compatible with (DCC) core network before other suppliers can actually use the same meter - timeline unknown and/or unreliable.

They are a very new company established late 2016.
Has anyone used these guys and had their smart meter taken over or had a meter installed by them?

For me, they are far too new to get into a 12 month contract, but now I am also questioning the other websites (above) they have affiliated themselves with...

Doubt that you have a SMETS2 Smart Meter, could be the SSE person you spoke too was clueless. What Toto meant , AFAIK, is that if your Smart meter was Secure brand they can do a COS Gain and it will carry on working, but as it appears not to be they'd need to instal a new smart meter if you wanted a Smart meter with Toto.

By the way my Googling must be better than yours

http://www.securemeters.com/index.php/global/

System

Coodums wrote: »

This is the worst company I have ever had dealings with. They rip you off and their customer service is appalling. DO NOT GO NEAR THEM!

Strong words but what is the evidence to back up your claim? It would help others thinking of switching to this supplier.

System

daryah wrote: »

There is definitely something fishy going on here...

They came up as a result in moneysupermarket comparisons but NOT uswitch - does moneysupermarket actually vet its suppliers?

As a rule, Price Comparison Websites (PCW) do not 'vet' suppliers. They do not have the resources or knowledge to do so. They are nothing more than a referral site: no PCW has links to any supplier. When you transfer to XXXEnergy, it becomes your supplier and, I am afraid, your problem if things go wrong.

For collective switches, I am sure that some due diligence goes on before the deal is offered. For example, does the winning supplier have enough CS resources etc to manage a large influx of customers? Even then, when things go wrong, switchers are very much on their own.

The_Bairns

I have just switched to TOTO.
My finding so far is that their communication is certainly not at all efficient or business like.
And I would go as far as saying it is certainly verging on being totally incompetent.
Failure to respond to several emails and phone calls that I deemed as needing fairly prompt action.
My wording to them could not have been any stronger without actually swearing.
Let's see how they go for a wee while and then I may take stronger measures.

Michaelw

I had contact problems.The phone wasn't answered or someone rang six hours later or not at all.I didnt have any problems with the card/key prepayment which arrived on time.

There is mention on the web about companies that start up with teething problems so that could be because of the customer sevice finding its feet.They were cheap at the time but being relient on what can be problamatic outdoor gas meter I felt it would be best stay with one of the bigger companies.

Jack_-_TOTO_energy

Hello,

We at TOTO work hard to provide the best possible experience for all our customers. We're a fast growing company that prides itself on providing industry leading customer service and experience.

To keep on improving, we need the help of all our customers. We understand we don’t always get it right but are committed to continuously improve the level of service we provide.

We're currently fitting 10% of all the Smart Meters in the UK. Our ambition is to provide smart energy at smart prices through a simple switching experience. We're working hard to change and improve the way we look after our customers which we can only do with your help and feedback.

Our online Help & Support has the answers to a lot of questions you may have. Contact us via Livechat, Webform, Facebook, [EMAIL="customersupport@totoenergy.com"]e-mail[/EMAIL] or call us on 03332107070.

Should you want to make a complaint, e-mail us at [EMAIL="Complaints@totoenergy.com"]Complaints@totoenergy.com[/EMAIL], we’re always happy to help.

Thanks,

Jack – TOTO Customer Care Team

System

Jack_-_TOTO_energy wrote: »

We're currently fitting 10% of all the Smart Meters in the UK.

Am I reading this correctly, there are 50 plus energy suppliers in the market - all of whom have to fit smart meters by 2020 - and you are claiming that Toto is fitting 10% of them? Where is the evidence for this claim? Are they SMETS 1 or SMETS 2 meters that you are fitting?

Bark01

Hengus wrote: »

Am I reading this correctly, there are 50 plus energy suppliers in the market - all of whom have to fit smart meters by 2020 - and you are claiming that Toto is fitting 10% of them? Where is the evidence for this claim? Are they SMETS 1 or SMETS 2 meters that you are fitting?

I was about to post something similar on the other Toto thread. Over 1 million smart meters are being installed per quarter at the moment.

I very much doubt Toto has the capacity to install 100k meters per quarter (or the customer numbers to do it). Unless they are also a third party meter install company and are installing meters for other suppliers.

Wow... Just read their google reviews, they sound like a terrible company to do business with.

mr_accountant

Bark01 wrote: »

I was about to post something similar on the other Toto thread. Over 1 million smart meters are being installed per quarter at the moment.

I very much doubt Toto has the capacity to install 100k meters per quarter (or the customer numbers to do it). Unless they are also a third party meter install company and are installing meters for other suppliers.

Wow... Just read their google reviews, they sound like a terrible company to do business with.

as a 'customer' i can confirm yes they are terrible, 90 minute call waiting times, never respond to emails, incorrect bills despite sending monthly readings, website is hopeless, total lack of customer service, thats why im leaving, not to save much money but the CS is appalling, i would say unacceptable, 1 bill in 6months thats after leaving a 1 star review on trustpilot, the bill they did send was wrong, sums them up. lots of other (small) problems but i cant be bothered to write a dissertation this evening

i cant wait to see the final bill they will make a mess of that as well