Pure Planet reviews: add your feedback

Lisad1301

Looked at the offer and decided to switch as there was a saving of £132 per year.
What I wasn’t aware of was the variable direct debit - lower in summer, higher in winter (meaning that at the time of the switch I’d be facing months of paying more than I currently pay) - I’d already bypassed one supplier who was cheaper as this is an approach that they practised - but had stated it in their information.
Needless to say, I won’t be changing as I prefer my DDs to be the same amount throughout the year.

nickcc

Just had my payments increased by about 30%, obviously not PP's fault as i under estimated my consumption as I didn't expect my Daughters return to the fold.

PurePlanet

Hey @Lisad1301

As we don't have fixed term contracts or charge exit fees, averaging payments over 12 months could cause Members to build up very high credits or debits, depending on the time of year they switched. That's why we take a little less in the warmer months, and a little more in the cooler months.

We try to make the summer/winter split as clear as possible when switching to us, and also confirm it in peoples' welcome pack email when they switch.

We understand this won't suit everyone - if you do decide you'd be happy with a DD split in future, we'd love to welcome you to Pure Planet:D

roddydogs

They are great, and so is the signing up bonus.

HappyHomie

Switching to Pure Planet was easy and smooth as I transferred over my mothers gas and electric supply.

However within 2 weeks of transfer my mother was hospitalised and in for four weeks. After this she had to enter a care home and basically long story short declined and had to permanently stay in a home. We had a few hairy months with her in and out of hospital different care homes, etc.

So when I finally attempted to contact Pure Planet with letters from hospital, care home, etc what a nightmare.

They are totally digital so no-one to speak with and explain the situation. The community forum was only place to try and find guidance which wasn't easy. Their chat bot is super slow and very annoying as doesn't respond immediately (based on LPOA, dementia, care home, queries) so when you get a response the following day you have to start all over again.

Long and short I managed to cancel the contract but they did not refund any money for the 6 months the house was empty and just didn't engage in correspondence.

Guess they are great as long as you don't need any support. Personally would never go to a fully digital supplier again.

PurePlanet

Hi @HappyHomie

Sorry to hear about your situation and that you weren't happy with the communication you received. If WattBot isn't able to help you can type 'message the team' to chat with one of our Member Services team instead, and they reply within 1 working day of the message.

If you have readings from the final date for the property we'd be able to send a new final statement using these. If the usage was lower than estimated we'd then be able to refund any remaining credit in the account.

Thanks for your feedback about WattBot, we'll use this to improve his responses around those issues in future.

ccfcid

Hi,

I am moving home in a few months but my current tarrif ends with E.ON in 3 weeks so we are looking to switch now to Pure Planet. Can I switch now to Pure Planet and transfer the tariff to my new house or which would be the best way to do it? Thanks

PurePlanet

Hey @ccfcid
Great to hear you want to switch to Pure Planet!:)

You can of course switch to Pure Planet.
Whenever you move house, you inherit whoever already supplies the property.

So - when you move out, you just let us know your move out info and your account is closed to that date. Then, when you move in to your new home you can choose to switch to Pure Planet for that property. You'd just need to pay whoever previously supplied the property from when you moved in, to when you switch to Pure Planet.

We have FAQs about this which may help explain further!

LenL

Hi...I began the switch process to Pure Planet just fine...however it was not clear when deciding to switch that Pure Planet is set up as a web page and an app only...and it is not possible to fluently ring customer services or email directly to discuss any issues.
I was able to generate some dialogue with them using the complaints section on their app...and I had a helpful response by email.
Really I do feel it is important to underline ..under the auspices of the Energy Saving Club.. the way a company is set up...call centre...web page led or app.... Not everyone is comfortable with not easily being able to speak with someone or email directly.
I feel Pure Planet is a good company...but sadly not for me...

nickcc

The good thing about using their webchat is that you can actually get an instant response and not have to wait in a queue on the phone like you do with many other companies. Personally I prefer using the webchat facility as you also have a record of your conversation unlike when you use telecon.