Review Time
I have just had the bereavement of my father, I have spoken to Debbie a couple of times who has just been so thoughtful caring thinking of everything that I need to do to be able to continue and take over the account for electricity. I must admit I have been rambling quite a bit at the moment about my dad and the way he passed due to it being such a shock to all of us, but Debbie took it all in her stride listening to me and comforting me and I know she’s not there to be a counsellor, but she made me feel so much warmth and made changing this account so easy! I cannot say enough about her, she’s an ambassador for the company and even when she told me the balance of the account, they said it didn’t need to be paid off as it will work itself out as we go along paying throughout the year! But I wanted to pay off the money that Dad owed for the electric and she said it to me a few times that I didn’t have to pay it off straight away. It showed this company isn’t money grabbing the customer definitely comes first. I cannot wait to have my journey buying my Electric off this company and I feel in safe hands, thank you and please ensure the manager and higher management sees this message as Debbie deserves to be recognise for her working ways and more companies should have Debbie‘s especially when you are going through bereavement!
Hi, fantastic service and wonderful individuals. It's refreshing to communicate with the same representative each time instead of a different person in a call center. Whenever I've had a question, it's been addressed promptly and effectively. It's great to be part of this community with such minimal effort!
I joined in October and asked to switch my smart meters to dumb mode. I was informed that this would be resolved the following week since I signed up and went live on a weekend, which I found acceptable. After waiting about a week, I called for an update. I was informed that the smart meters were still in smart mode. I requested the change again. Automatic readings were taken at the end of November. When I reached out regarding this, I learned that the switch hadn't been completed correctly weeks earlier. I spent weeks unaware of this issue, receiving no communication through email, calls, or texts—absolutely nothing. Today, I inquired again and was told that the management team was aware that the action hadn't been taken and acknowledged the problem. Yet, there was still no contact. This raises concerns about the company's infrastructure to deliver an acceptable service. Or perhaps they simply lack concern for the quality of service they provide.
Please update your iOS app as soon as possible. It's disappointing to have to use such a basic app. It was decent a few months ago but now it's just frustrating. I have no other issues with the company, and their rates are reasonable, but I am seriously considering switching to find a functional app that can provide useful information like daily usage.
I have consistently submitted my electricity readings from my meter over the years. I did the same with the company during a 12-month contract, and my invoices matched my records for nine months. In the tenth month, I received a demand for extra payment. After checking, I discovered my submitted readings were accurate, but the company claimed I had made a mistake. They later acknowledged that their invoicing was incorrect. I had to cancel my Direct Debit due to their error, which resulted in being put on a higher tariff. After reinstating my Direct Debit, I was informed of a new contract with higher rates. After further complaints, they confirmed my original contract would remain. Now I await my next bill with uncertainty about any further complications.
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