Pure Planet reviews: add your feedback

bhavmistry

Hi all. Having issues with Pure Planet. They rang me to ask about smart meters and how they can install it for us for free. After some discussions at home we decided to go for the smart meter. Pure planet had a contractor to come over and fit a new smart meter for us. However, there was a slight issue with this. The contractor had said that we need to pay someone to get an earth cable from my electric box to a source preferably within the gas meter box.

I’ve tried to get hold of your planet saying that I have not been told that this is what I may have to pay as part of having a smart meter fitted. I’ve gone through all the channels on their recommended links and I seem to have gotten nowhere. Potentially my house could now be at risk because this has not been done.  

Thanks 

michelle09

Moved into a home two weeks ago that already had PurePlanet, so did not sign up to a digital only service.

The gas meter is broken (the screen is blank). It took four days to get any type of response out of PurePlanet - only then to ask for a photo of the broken gas meter.

They assured me last week that someone would get in contact about fixing the gas meter but there has been nothing. All the while they want to charge me based on the previous owners usage. Their Hive settings are set at 9 hours of heating a day with a target of 30 degrees!!!

Would not let anyone sign up to PurePlanet without warning them about all of this first. Worst energy company I have ever dealt with.

PurePlanet

michelle09 said:

Moved into a home two weeks ago that already had PurePlanet, so did not sign up to a digital only service.

The gas meter is broken (the screen is blank). It took four days to get any type of response out of PurePlanet - only then to ask for a photo of the broken gas meter.

They assured me last week that someone would get in contact about fixing the gas meter but there has been nothing. All the while they want to charge me based on the previous owners usage. Their Hive settings are set at 9 hours of heating a day with a target of 30 degrees!!!

Would not let anyone sign up to PurePlanet without warning them about all of this first. Worst energy company I have ever dealt with.

Hi @michelle09
Sorry to hear this. Our team can look into the meter issue for you. You will also need to sign up as a 'deemed' customer. 
On our website at https://purepla.net, you can tap the blue 'Moved into a Pure Planet home?' button. This will lead you through the steps to get a quote, select the best tariff for you, and create an account with us. You can also do this on our app available for smartphones and tablets.
After you've joined PP you can of course switch to another supplier. Please don't give up on renewables.
Marc @PurePlanet

PurePlanet

bhavmistry said:

Hi all. Having issues with Pure Planet. They rang me to ask about smart meters and how they can install it for us for free. After some discussions at home we decided to go for the smart meter. Pure planet had a contractor to come over and fit a new smart meter for us. However, there was a slight issue with this. The contractor had said that we need to pay someone to get an earth cable from my electric box to a source preferably within the gas meter box.

I’ve tried to get hold of your planet saying that I have not been told that this is what I may have to pay as part of having a smart meter fitted. I’ve gone through all the channels on their recommended links and I seem to have gotten nowhere. Potentially my house could now be at risk because this has not been done.  

Thanks 

Hello @bhavmistry
Our team emailed you on 14 April to explain that while we are responsible for the upkeep of your meters, anything outside of this is the responsibility of your Distribution Network Operator (DNO). This includes the cables.
If you're unsure who your DNO is, check out this link which has handy map of DNO's regions. 
Hope this helps
Marc @PurePlanet

michelle09

PurePlanet said:

michelle09 said:

Moved into a home two weeks ago that already had PurePlanet, so did not sign up to a digital only service.

The gas meter is broken (the screen is blank). It took four days to get any type of response out of PurePlanet - only then to ask for a photo of the broken gas meter.

They assured me last week that someone would get in contact about fixing the gas meter but there has been nothing. All the while they want to charge me based on the previous owners usage. Their Hive settings are set at 9 hours of heating a day with a target of 30 degrees!!!

Would not let anyone sign up to PurePlanet without warning them about all of this first. Worst energy company I have ever dealt with.

Hi @michelle09
Sorry to hear this. Our team can look into the meter issue for you. You will also need to sign up as a 'deemed' customer. 
On our website at https://purepla.net, you can tap the blue 'Moved into a Pure Planet home?' button. This will lead you through the steps to get a quote, select the best tariff for you, and create an account with us. You can also do this on our app available for smartphones and tablets.
After you've joined PP you can of course switch to another supplier. Please don't give up on renewables.
Marc @PurePlanet

I would never give up on renewables - there are plenty of decent renewable suppliers out there. PurePlanet is just not one of them. You won't let me switch because I don't have a working gas meter and so far you have done nothing to fix it.

I filed a formal complaint a week ago (note that your ofgem requirements state that customers should be allowed to make a complaint by phone, and you do not permit this) after it took five days to get a response to my initial enquiry. So far no-one has even booked in an appointment to come and look at it.

The citizens advice bureau states that if the meter is broken and not fixed within 5 working days, that £30 compensation must be paid to customers within 10 working days. (https://www.citizensadvice.org.uk/consumer/energy/energy-supply/your-energy-meter/find-out-if-your-energy-meter-is-faulty/). Does anyone think PurePlanet will honour this?

Your "estimated" use for my gas is more than double my 2020 use. This whole situation is a disaster and I can't speak to a human to get it fixed.

Edit: Add insult to injury - the website (I am not using the app) just tried to reject my electricity meter reading (with photo evidence) because it was lower than anticipated. Not filling me with any joy as to what PurePlanet wil try and call reasonable gas usage. Surely if PurePlanet cared about renewables they would endorse lower energy use.

Anyone got any useful experience of ofgem?

PurePlanet

michelle09 said:

Edit: Add insult to injury - the website (I am not using the app) just tried to reject my electricity meter reading (with photo evidence) because it was lower than anticipated. Not filling me with any joy as to what PurePlanet wil try and call reasonable gas usage. Surely if PurePlanet cared about renewables they would endorse lower energy use.

Hi @michelle09
Without being able to speak to our Member services team who'd have access to your account, I can't be certain, but I think this is likely to have been caused by the previous homeowner possibly not sending in regular readings. Hence, a new reading may look lower than estimated.
I've passed on your comments to our complaints team. I've only got "michelle09" to go on, but hoping that with some of the extra info you've added, they'll be able to track it down. 
Marc @PurePlanet  

Late edit: If you could send me a DM with your address and name, so that I can pass this over to our complaints team? 

mulberrycottage

I switched to Pure Planet in October 2020 keen to be part of a sustainable future with 100% renewable energy. I thought the switch had gone smoothly. Unfortunately not. Although I received the ‘We’ve flipped the switch’ email from them over six months ago, I am still awaiting my very first statement from them. They have continued to take my monthly direct debit but I have no way of telling whether what I have paid covers the amount of power I have used in this time, or if I could be due a refund. My account is currently over £1,000 in credit. I note in a previous reply from Pure Planet to a forum member they say they try to protect members from building up too much debt or too much credit! I have tried many times and different ways of resolving this lack of statement, from the automated bot through to sending in complaints via their in-app complaint form.  I have received an email reply saying that there is a reading dispute with my previous supplier (the meter is a smart meter, so not down to me sending in a false reading) and it can take up to 12 weeks to resolve this, but most are resolved in 4. This time has definitely passed and I am still waiting. Due to the problems I have experienced, I am sad to say that I now feel that I would like to move away from Pure Planet, but of course I am not able to do so as I am unable to settle a bill that I am still awaiting to be issued! 

denise391

Hi, I switched 6 weeks ago to PurePlanet, completely overcharged on 1st bill despite sending a photo of my meter reading, I complained and have a better, but still not accurate bill. 

MY QUESTION - switching in March 2021 we were to get enhanced customer service but I never kept details, does anyone have thisinfo you could share? Thank you. 

michelle09

PurePlanet said:

michelle09 said:

Edit: Add insult to injury - the website (I am not using the app) just tried to reject my electricity meter reading (with photo evidence) because it was lower than anticipated. Not filling me with any joy as to what PurePlanet wil try and call reasonable gas usage. Surely if PurePlanet cared about renewables they would endorse lower energy use.

Hi @michelle09
Without being able to speak to our Member services team who'd have access to your account, I can't be certain, but I think this is likely to have been caused by the previous homeowner possibly not sending in regular readings. Hence, a new reading may look lower than estimated.
I've passed on your comments to our complaints team. I've only got "michelle09" to go on, but hoping that with some of the extra info you've added, they'll be able to track it down. 
Marc @PurePlanet  

Late edit: If you could send me a DM with your address and name, so that I can pass this over to our complaints team? 

The thing is Marc is that you are currently charging me based on the previous owner's gas usage (that was set to 9 hours of heating / day with a target temperature of 30 degrees!). And not a single person at PurePlanet will accept that this is 4 or 5 times what we are using. So at this point I don't see what other option I have other than to take it to ofgem. At least if they enforce the £30 compensation (that I see you've not mentioned in your reply) then it will offset some of the increase.

Note that I have sent usage from our previous property showing far below average gas consumption. It may not be accurate, but it is far closer than PurePlanet's random figure.

PurePlanet

denise391 said:

Hi, I switched 6 weeks ago to PurePlanet, completely overcharged on 1st bill despite sending a photo of my meter reading, I complained and have a better, but still not accurate bill. 

MY QUESTION - switching in March 2021 we were to get enhanced customer service but I never kept details, does anyone have thisinfo you could share? Thank you. 

Hi @denise391

As soon as we receive opening readings, we send them for verification to an independent, regulated body. They 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 them as your closing reading - ensuring you only pay for energy you've used once.

In this case it sounds like they've provided us with an estimate. I understand this can be confusing because you've supplied us with your opening readings. The process of verification was designed to help consumers, and crucially, the verified readings are passed to both us and your old supplier. You won't pay for energy twice. It's a regulatory requirement that we follow this process.

I'm sorry I don't know about the enhanced service question.

Marc @PurePlanet