Pure Planet reviews: add your feedback

Therealalig

I was due to switch to these guys on Nov 2nd, had a countdown in the pureplanet app. Cancelled my current dd's and received loss communication from current suppliers then..........nothing. Apparently my switch was cancelled due to me having prepay meters which is not the case(I have never had issues switching before) They did not have the courtesy to let me know so been left in limbo land.
Overall very dissatisfied but I think I may have dodged a bullet!
The new Toto?!

PurePlanet

Hi Therealalig
Sorry to hear this. Did you see the reply from Nataly to your earlier post?
It's possible that your previous supplier had your meters registered as being pre-pay, even if they're not.
They'd just need to change the meter type and then we'll be able to take you on. It's happened before, it's a pain of course but doesn't take too long to sort out.
Our team will have emailed you asking for photos to make sure we've definitely got the right meters for you. The photos need to show the meter serial numbers.
Marc @ Pure Planet

roddydogs

Could a PP rep tell us why its taking so long for a refund for customers who have left. Been waiting 3 weeks, Wat Bot no longer works, and you have no phone number or e.mail address. I have no way of contacting you. Thanks.

PurePlanet

Hey @roddydogs

Whenever you switch suppliers, it can take up to 6 weeks for a final statement to be produced. This is because your readings have to go through a validation process with a third-party.

Once you receive your final statement, your refund will be with you within 14 days.

There's more info on this in our FAQs.

Nataly @ Pure Planet

Toddles

I have switched through MSE multiple times with no hassle until I recently joined Pure Planet. This has been the worst switch ever.

I provided an opening reading for both Gas and Electricity with photos, yet they only used the actual reading for Electricity and an estimate that was totally wrong for my Gas. Now they won't take my accurate reading for Gas because it doesn't make sense to their system.

Luckily I keep photographic evidence of all my readings, so have re supplied them to PP. They now say it can take up to 12 WEEKS to rectify their error. Seriously????

Truly awful customer service.

PurePlanet

Hey @Toddles

Whenever you switch suppliers, the supplier has to send your readings for verification to an independent body regulated by Ofgem.

Th independent body either verify the readings, or produce estimates which they then send back to us and your old supplier. We have to use these to open your account and your old supplier has to use these as your closing reading - ensuring you only pay for energy you've used once.

If the estimate we're given is significantly different to your actual readings, we can raise a dispute to get these corrected, this process can take up to twelve weeks - that's a standard industry time-frame.

We have more in-depth info on reading disputes in our FAQs which may help, too!

Our Member Services team will get this resolved for you ASAP.

Nataly @ Pure Planet

LeighFraser

Terrible experience with this company.  I transferred last year, but it took months as they said I have the wrong type of gas meter, which was not true.  In the interim they still transferred my electric, yet charged me for both electric and gas.  Finally I though the matter was resolved, but today I have received my monthly bill. Apparently it now costs £915.09 a month to provide gas to my two bed mid-terrace.  I started on a tariff around £40, then immediately it went up to £90 to cover winter months, then last month £109, now £915.   Incredibly hard to communicate with these people as the app is hardly ever working and the website says you are logged in and wont let you log out, and the link to update your meter readings doesn't work so you are at the mercy of their estimations.  I have today started transferring to a new provider as I am now fearful how much they will increase the next bill to and being unable to communicate with them you can't resolve the matter or stop them.    They have cost me a lot of money and time and I have no doubt when I do switch out that it will be a long wait for the refund they owe me, or more likely just money lost.  There really isn't anything positive I can say about this company.

PurePlanet

Hi @LeighFraser
This must be a very frustrating situation - it sounds as if the incorrect gas meter details may have been registered on the national database, if your meter had been changed in the past.
Our Member Services team will be happy to look into this for you and make sure your details and statement are correct. 
To get in touch with them, in your app or at purepla.net you can tap 'get help and support' > 'ask a question'. Type 'message the team' - it'd also be great to send them a photo of your gas meter, so they can check the details we have for you and your meter reading. 
Our Member Services team will reply within two working days, though it's often sooner than this 
Nataly @ Pure Planet

maborouk

Started my Switch through MSE on Saturday as I am a believer in the PP Business Model. However I noticed that during the sign up process I was only asked for Gas Supply number which I found strange. Sure enough a couple of hours later I received an email from PP saying there was a glitch and asking for "pictures of meters re Serial Numbers" or "Supply Numbers for each meter". I have now sent three separate replies to this email with all relevant information requested, without any reply.
I then found this Forum and followed the instructions in PP Representative post above regarding the App and "message the team". I would really appreciate confirmation that the information I have supplied is sufficient to formalise the Switch ASAP.

PurePlanet

Hey @maborouk
Great to hear you'd like to switch to Pure Planet! 
Sometimes to complete the switch we need to ask for more info, like your meter photos, to make sure we're switching your correct supplies! 
Nice one for sending through your meter photos - our Member Services team's hours are 9-5.30 Monday to Friday, they'll get in touch to confirm your switch is going ahead within the next two working days. 

Nataly @ Pure Planet