Add your feedback on energy supplier Eversmart Energy

PHoppers

Finished a 12 month contract in December (Northern Glory), I'm not going to spit bile about them because I've saved considerably in the last 12 months, altho I was pretty peeved that they tried to cut the 12 month contract short, hoping I wouldn't complain. I'll just say that, unless they are cheap, then it's not a service I would be willing to pay any sort of premium for.

BM4L

I previously posted about my anger and frustration at discovering that their smart meter hadn't sent any readings for the entire 12 months and I had been told I had to pay almost £500 extra when my first attempt to switch was refused. I paid that and then went to switch again via the energy club.

Imagine my surprise when I got a message yesterday to tell me my switch was been refused AGAIN! No reason why, of course. Nothing from Eversmart. And in the meantime, they are charging me for my energy at their hiked up rate and it seems there is little I can do about it?

Maybe MSE can do some analysis on the number of switches that have been refused from this company? My guess is that it isn't going to make good reading.

This company is a NIGHTMARE. Don't take our word for it. Look at their reviews on Trust Pilot. Very entertaining reading.

billp42

Don't be fooled by the Trustpilot reviews. For every one star or low rating there follows several five star ratings - many to compliment WAJID for fitting a smart meter. I don't know who WAJID is but he sure does get around the country. Eversmart are now complaining about their reviews in order to get them taken down. Just about all of the five star reviews come from someone who has only done one review - the one to say how good Eversmart is. Trustpilot is being used, I'm afraid.



As to my situation with Eversmart, I left them in December 2017, it took a year to get a final bill and they still send me emails saying that they have been unable to collect my Direct Debit each month.

gasman

I have asked Eversmart for my account details and a balance and finally they have managed to email me the name of the Tariff and advised me that I am £360 in credit, this is after paying them a fixed monthly amount, and not receiving any statements since I began the account last year. They also confirmed my leaving date being the 17/02/19. They also said that once they receive readings from my new supplier they will finalise the account! So maybe I’m about to receive a refund... i’ll keep you posted. Let’s hope my new supplier is a little more responsive when required.

Trammess

You are right! I tried to put a 1 star review on Trustpilot and Eversmart had it taken down claiming I was not a customer, so I sent copies of bills to Trustpilot who eventually re-instated it.

Even if Wajid is a real person (and there is some doubt!) these 5 star reviews are for him personally and not Eversmart or the level of service you can expect.

MABLE

Trammess wrote: »

You are right! I tried to put a 1 star review on Trustpilot and Eversmart had it taken down claiming I was not a customer, so I sent copies of bills to Trustpilot who eventually re-instated it.

Even if Wajid is a real person (and there is some doubt!) these 5 star reviews are for him personally and not Eversmart or the level of service you can expect.

At least its good Eversmart do monitor sites such as trust pilot and that way they can judge how well or bad they are doing.

My time with them is drawing to a close but if they came up with a good deal I would have no hesitation in staying with them. Its the type of company that you have to be proactive with.

Vindy

joined eversmart energy family club in December what a mess they are in paid them £1.300
UP FRONT no invoices to check payments still showing my old statement tariff cant get out of it without paying exit fees not sure I will get my up front payment back so I will have to stick with it .very confusing

vanilla8

Eversmart rang me today saying they have engineers in the area this weekend to fit a smart meter, and will offer compensation to my account if i have one fitted. I refused as they failed to turn up for the original appointment, but interesting to know they are now paying out to have one installed!

JohnB47

vanilla8 wrote: »

Eversmart rang me today saying they have engineers in the area this weekend to fit a smart meter, and will offer compensation to my account if i have one fitted. I refused as they failed to turn up for the original appointment, but interesting to know they are now paying out to have one installed!

Perhaps they are trying desperately to get rid of SMETS1 type meters. They've probably bought a shed load of them cheap 'cos most people are now waiting for SMETS2 to become commonly available.

EversmartCallum

Hi guys, I'm Callum.
I'm one of the team members at Eversmart and I'll be here to read over what you've said and try and gather feedback to take back and move forward.

While I'm here, I'd like to announce the new support system(s) we've put in place, including a brand new knowledgebase. You can view this on our website which also contains our brand new live chat.

If you've got any direct concerns or questions. I'd love to help answer them. Just let me know!


I've read some of the comments and I'd like to clarify a few things as it seems some customers are still a little confused and we'd like to reassure you that we're more than aware of some of the issues and we are working tirelessly to ensure this has been resolved.

Northern Glory Tariff
We're aware that almost every Northern Glory tariff customer has been emailed informing them that we're ending the tariff early. This was a mistake on our end and I cannot apologise enough for this mistake. We worked around the clock to ensure every customer had their direct debit reverted as a result and all tariffs were moved back to Northern Glory until the tariff ended. As far as we're concerned this has been actioned and everyone has been reverted. If you're concerned about this, please do contact us as we do want to ensure that you've not been moved when you should not have moved.

Trustpilot Reviews
There seems to be some concerns regarding the reviews being legitimate and I can personally understand the concern. I know that me simply saying that Wajid is a real person does not really give the reassurance you need, but I'll see if we can get some more solid proof for you! Might include a few photos on social media and if you book a new smart meter appointment with us you might see him pop up on your doorstep. I know that a lot of reviews are negative and we fully agree that there have been mistakes and we've been working hard to make sure that we never make these mistakes again. We actually respond to every single negative review and have a dedicated team to resolve concerns raised over Trustpilot!

Long waits on the phone!
I know personally, this frustrates a lot of you, as I used to be a customer service advisor. We're currently reviewing the way we deal with support and currently trying to focus on serving our customers via live chat (which at the moment is being responded to under 10 minutes during office hours!) I'm personally overseeing the live chat and owner of the live chat service, hearing feedback about this chat service is key to helping us help you. Of course, we're always available over the phone but it's always much quicker over chat. On average we deal with over 250+ calls a day which sometimes results in a backlog as some calls are very complicated cases and we're eager to resolve these on the first call so you don't have to call back!


I hope these answers give you a little more insight into the company and how we're planning on changing the way we offer customer service. I'd love to hear your feedback and I assure you every comment made will be taken into consideration.