Pure Planet reviews: add your feedback

Rosa_Damascena

I've only read the last page but can see a switch to Pure Planet would be nothing but aggravation.

elljay234

Bit of a mixture for me a month and a bit in.  The initial switch went very smoothly with good communication. I sent the final readings and photos of the meters as requested and all appeared to be going well.  My previous supplier (Scottish Power) sent their final bill and refund which was correctly based on the final readings that Pure Planet had forwarded to them.  But then Pure Planet sent their first bill and both electricity and gas "readings" were just random numbers!  The electricity reading was way higher than reality so they would have owed me a refund!  They'd estimated the first month's reading as well despite me sending actual readings on time.

Got in contact through the app (you can't talk to a person) - wait for the reply and they implied Scottish Power had sent them incorrect readings and told me to "help" by complaining to Scottish Power.  Now I realise that's not the case and complaining was a waste of mine and Scottish Power's time because the readings Scottish Power used cam from Pure Planet!!

The independent meter reading service has now agreed that Pure Planet used incorrect readings and I need to wait "up to two weeks" for them to complete their process to confirm the readings back to Pure Planet.
It has no effect on the payments taken from my account and I'm sure things will get back on track, but it's been a complete waste of time and unnecessary aggravation.

PurePlanet

Hey @Rosa_Damascena
Pure Planet's just become a Which? recommended supplier for the second year running - over 91% of our Members reported a problem-free experience in the past 12 months. Of course, we're aiming to continually build and improve this. 
Our Community is also full of feedback from Members, which you may find interesting. 
Thanks, Nataly @PurePlanet

PurePlanet

Hi @elljay234
Glad to hear you were pleased with the communication received throughout your switch. 
I'm sorry there were issues with your readings for your first statement - whenever you switch suppliers, your readings are sent to go through an independent validation process, and then returned to both suppliers to use. It sounds like something may have gone wrong in this process - as noted, it hasn't impacted your monthly Direct Debit. You'll be sent a new, corrected, statement to update your account balance and make sure everything's corrected. Sorry for any frustration caused, and happy it'll be resolved for you soon! 
Nataly @PurePlanet

Rosa_Damascena

PurePlanet said:

Hey @Rosa_Damascena
Pure Planet's just become a Which? recommended supplier for the second year running - over 91% of our Members reported a problem-free experience in the past 12 months. Of course, we're aiming to continually build and improve this. 
Our Community is also full of feedback from Members, which you may find interesting. 
Thanks, Nataly @PurePlanet

Its important that my provider is responsive - ideally live chat / email replies within 48hrs makes for a stress-free experience.

BetterCallSaulNow

PurePlanet said:

Hi @BetterCallSaulNow

I've checked this out with our Member Services team - we'll always reply to our Members, and want this to be resolved for you. They've let me know that, in 2021, they've emailed you 7 times, answering all questions asked. They've also tried to get in touch by phone, and sent an SMS. They'd also been in touch with you by email throughout November and December. Their latest emails to you were on 10 March, and 17 March. In these emails they've explained your new supplier has sent us your final meter readings, following the meter reading process that all suppliers must adhere to. These final readings have been used to calculate your final bill and outstanding balance.

The Member Services team are in contact with you about your case and would like this to be resolved with you, not a Collection Agency. It's not appropriate to continue discussing this with you publicly on a forum run by MSE, so please reply to the latest email from our team with any further questions. Thank you.

@PurePlanet
Can you explain why you haven't responded again? Way more than 48 hours as usual.

Can you tell me why you feel the need to lie on a public forum about sending this to a debt collection agency, saying you wish to resolve it, but you clearly don't because you don't respond at all or in a timely manner and have since started the process to send it to a DCA? I have since received a letter from a third party and this is despite there being a dispute raised because of your hugely inflated estimated billing trying to rip off me and no doubt others.

This is by far the worst energy company. Words that best describe this company needn't be mentioned here.

BetterCallSaulNow

elljay234 said:

Bit of a mixture for me a month and a bit in.  The initial switch went very smoothly with good communication. I sent the final readings and photos of the meters as requested and all appeared to be going well.  My previous supplier (Scottish Power) sent their final bill and refund which was correctly based on the final readings that Pure Planet had forwarded to them.  But then Pure Planet sent their first bill and both electricity and gas "readings" were just random numbers!  The electricity reading was way higher than reality so they would have owed me a refund!  They'd estimated the first month's reading as well despite me sending actual readings on time.

Got in contact through the app (you can't talk to a person) - wait for the reply and they implied Scottish Power had sent them incorrect readings and told me to "help" by complaining to Scottish Power.  Now I realise that's not the case and complaining was a waste of mine and Scottish Power's time because the readings Scottish Power used cam from Pure Planet!!

The independent meter reading service has now agreed that Pure Planet used incorrect readings and I need to wait "up to two weeks" for them to complete their process to confirm the readings back to Pure Planet.
It has no effect on the payments taken from my account and I'm sure things will get back on track, but it's been a complete waste of time and unnecessary aggravation.

This seems to be standard practice for them. I'm having the same problems, completely incorrect readings and their own (Removed by Forum Team), over-inflated estimates which conveniently benefit them rather than being any where near accurate.

It's all very well having an independent meter reading validation, but if that information is based on their false and inflated estimates they've sent them, and not actual readings they ignore, it still not going to be an accurate validation process.

A complete waste of my time and theirs, but they just seem to love aggravating customers and (Removed by Forum Team). I guess if you then let a ridiculously high direct debit slip through they're laughing all the way to the bank, quite literally.

I've never had any problems until having to deal with this lot, it's beyond belief.

BetterCallSaulNow

@PurePlanet have you stopped responding to customers? I emailed last week but nothing, as usual.

elljay234

So, two months after joining my electricity opening reading has been corrected but the gas "opening estimate" is still a random number, despite being advised by @PurePlanet on the 19th March that the Data Collector had accepted the dispute on 16th March should send the D0086 in a couple of weeks.  Almost there...!

PurePlanet

Hey @elljay234

So glad to hear your electricity reading has been corrected! Reading disputes can take up to 12 weeks to resolve, so sounds like things are on track for your gas reading to be sorted soon, too 
Nataly @PurePlanet