Avro Energy - poor customer service

RAL69

I started a switch to this company. The Direct Debit failed. I don't know why. But rather than contact me to tell me this had happened and organise a different payment they simply ended the switch and then couldn't undo it. The head of finance could do nothing to help and wouldn't give her surname when asked to report this issue. My existing supplier will now default me to an expensive standard tariff until I can complete a different switch. I guess I had a near miss. Hopefully i'll be better off with the alternative supplier I have now started a switch to. VERY poor company, be warned!

dunstonh

This is the oil, LPG and alternative fuels section.   Avro do not appear to do any business in those fuels.

paulsmudger

Contacting Avro is a nightmare - they are not manning the phones. I am single and live alone and they quoted me £105.00 PM for dual supply. Having never recieved any call or email from them to say I'm over consuming to my DD in the last 12 months, they now say I owe them £2200. When I asked why they had let this build up without intervention, they said that they don't offer that service and its up to me to check my statements.
How can a single person spend £3.5k on energy - particularly as I'm away with work often.
I've asked for a meter check but cannot even get a response - what recourse do I have here?

dunstonh

I've asked for a meter check but cannot even get a response - what recourse do I have here?

You may wish to post in the Energy forum rather than this section as your question is off topic for here.    You are more likely to get a response if you post in the correct section.  You should also avoid adding your post to an existing thread as your subject may not the be the same as another in progress.  it is also considered bad form to "hijack" someone else's thread with your questions.

tobermoryboy

I'm just in the process of switching supplier to British Gas.  I have now received their confirmation email which includes their estimate of my fuel usage for both gas and electricity.  Quell surprise!  They have estimated my gas usage at the UK average of 12500KwH per annum amd my electricity usage at 3100 KwH per annuum.  My current annual usage for gas is 3500KwH and my electricity is 2200KwH.  When I challenged this, the lady in the call centre told me that I was wrong, depite my explaining her that on this estimate my new costs would be £34 per month more expensive that the tariff I am leaving and the purpose of switching was to save money.

dunstonh

tobermoryboy said:

I'm just in the process of switching supplier to British Gas.  I have now received their confirmation email which includes their estimate of my fuel usage for both gas and electricity.  Quell surprise!  They have estimated my gas usage at the UK average of 12500KwH per annum amd my electricity usage at 3100 KwH per annuum.  My current annual usage for gas is 3500KwH and my electricity is 2200KwH.  When I challenged this, the lady in the call centre told me that I was wrong, depite my explaining her that on this estimate my new costs would be £34 per month more expensive that the tariff I am leaving and the purpose of switching was to save money.

You may wish to post in the Energy forum rather than this section as your question is off topic for here.    You are more likely to get a response if you post in the correct section.  You should also avoid adding your post to an existing thread as your subject may not the be the same as another in progress.  it is also considered bad form to "hijack" someone else's thread with your questions.

daivid

Contacting and communicating with Avro via email worked fine for me. A straightforward enquiry to be fair - changing the DD source, sorted through 2 emails from me and 2 from them, and resolved in less than 24hrs from the sending of the 1st email. For me using emails is preferable to going through several layers of phone options then spending time on hold in the hope of speaking to a real person. For urgent enquiries I would probably feel different but for many mundane dealings the opening up of secure message/email services has been a big plus I hope continues.