“I would not even rate this company one star. 6 months ago l was offered by Avro a smart meter. I had it installed thinking l would not need to give meter reading anymore, wrong, they are not set up to take readings from smart meters. It was fitted, l had to get an
electrician out as my sockets didnt work anymore, then British gas out to repair the condensation pipe on my boiler which the fitter damaged. Total disaster. I have been trying for months to speak to Avro regarding this, as since it was fitted my readings are far higher than the old meters. Considering there are only 2 of us in the property and we spend a lot of time away. If you phone you get 'sorry we cannot take your call" if you email you don't get an answer. I have now cancelled my direct debit and gone with the biggest supplier, l am happy to pay a bit more to the new supplier knowing l can speak to an advisor. All l can say is do not use Avro, theg are happy to take your money, but don't care about customer service.”
“Impossible to get through to anyone in customer services. I have sent them 5 emails and no responses. I am chasing them for a refund but they do not wish to respond to any enquiries and just over charge for services. I now have to take them to small claims court to get my money back!”
“I have been trying for 6 weeks to get my over payment refunded. Due to the helpline being for emergencies only I am unable to speak to someone in person about reducing my monthly payments which are far in excess of my usage.
As soon as my contract with Avro ends I am moving supplier. I have cancelled my DD until my credit is used up. Only then will it be reinstated. Its the only way I can get my money back. I do not recomend this company.
I have sent numerous
Emails which are answered but still no refund. Not good enough.”
“Non existent customer service from this company. Its shocking, there is no phone line, emails never get responded to. There's no way to communicate with them and it's unacceptable! When I have had a response from them about 2 months later, its been short and Ill mannered. Statements aren't clear at all. They are lucky their prices are low as that's the only reason I'm still with them. I'll be leaving as soon as another company matches in prices. Avoid them if you're thinking of switching.”
“What a bunch of thieving cowboys!
Moved into a property that had Avro as the supplier when I moved in & they have stalled and ignored communications as long as possible in order to stop me switching supplier.
Avoid this company like the plague......”
“Over estimates, over charging by increasing monthly payments and refusing to return a large positive balance .... so I switched. Now it's 14 weeks later and I still can't get my balance out them. They maybe good initially but as you can see from the review here, they milk you and won't return your money. Now on my second complaint to the ombudsman.
Just read all the reviews before you give them a penny.”
“Excessive monthly payments, the most I’ve ever been charged for gas & electricity. I’m £350 in credit. Explained we are in the middle of a pandemic my hours have been cut at work, I’m a single parent of two children and I need to wait a month to get SOME of the money back.
Even after all of this they still take the excessive monthly payments”
“i am so angry with this company, i have over paid due to them not reducing my dd and they refused to refund me , so i decided to look elsewhere, i transferred to another company over 6 weeks ago. they dont answer phone, they dont reply to most emails, apart from 1 about 2 weeks ago saying they will refund me my £225 within 6 weeks and they havent. they are now ignoring me. ive contacted consumer energy helpline, that have told me as they havent refunded in time they owe me an extra £30 each week til they refund me, to send them a recorded delivery formal complaint letter , which ive done. you should not have to battle to get your money back, £225 is a lot of money , im furious and read they do this regularly. do not trust this company AVOID they might be cheaper is this hassle worth it, absolutely not, wouldnt surprise if they go burst”
“I had 2 bills one from EDF, one Avro.
Trying to sort it made be depressed.
Avro blamed me for not checking the Iban number, even though it was correct.
Agents lied on the phone saying it was sorted. Sometimes they'd just hang up. Please go elsewhere.Use Avro at your peril.”
“As everyone else is saying. You just can't get hold of these people. Our Direct Debits don't reflect our usage. Yes you want' to build up a Credit in the summer months , but not to the extent we are. Can one get hold of them? No, usual COVID excuses - i mean come on if you can't run your business then you shouldn't be running one at all. This lame excuse of "We are working from home and cant talk to you" is so wrong! I'm in a customer facing role myself, has my level of service decreased? No! Sort it out Avro!”
“I am having the same problems as everyone else that attempts to leave AVRO ENERGY.
1. lack of customer support. 2. Increase of Direct debit without notice. 3. Ignoring requests for credit refunds. 4. Delays in switching away.
I will go to the small claims court if I don't get my credit returned to me.
I blame the public institutions that are paid to look after the energy users.”
“I'm in the same boat as everyone else here. Left in May, they owe me money, but no chance of getting someone on the phone and no response to my many, many emails. How are they still allowed to trade? It's completely shocking.”
“Moved into a house which had Avro as the current supplier - and I cannot move my utilities to a new provider. Every attempt by my new supplier is met with "Your current supplier has blocked the transfer". It is impossible to contact customer services other than by email (Which go unanswered) - webchat is constantly unavailable & the customer service (!) phone line just spouts a long message then hangs up, no option to hold and speak to a representative. AVOID LIKE THE PLAGUE!!!!”
“Won't reply to e-mails despite saying they will reply within 24 hours, I have approx 7 e-mails awaiting response. Almost impossible to get them on the phone, on my last attempt I finally got through after 25 minutes. Acknowledged a new tariff for me then didn't put it through then put me on a standard higher cost one. Used to be a good responsive company, what's gone wrong ???”
“I switched energy suppliers two and a half months ago leaving Avro Energy with a £185.78p credit balance. Customer Service does not accept telephone calls and emails only get automated replies. I have made a FORMAL COMPLAINT and will have to go to Ofgem for mediation before issuing an online money claim via the Small Claims procedure - that will probably take another two, three or even more months before I get my money back. I live on the basic state pension and need my money urgently. Meanwhile, Avro Energy is earning vast interest on the money they are witholding from former customers like me. AVOID THIS THEIVING COMPANY - TAKE NO NOTICE OF THE CHEAP RATES - THEY WILL FLEECE YOU IN THE END!”
“If i could give less than 1 star i would. an absolute disgrace. I live in amercia and have a flat in london. only use AVRO since last july and coming up for renewal. Cannot get them on the phone and no reply to emails. My direct debit was less than GBP50 per month. Out of nowhere my direct debit went to GBP147.00 per month. For the year my total should be of GBP 475. i have a credit of amost GBP600 that should be returned to me and still no reply. I have today switched to another supplier but from other complaints i see that even this seems to be problematic. I will be contacting my lawyers on monday.”
“Avoid at all costs
Dealing with this company it is easier to get rocking horse manure than it is to speak to someone. Their promises mean as much as love does to a tennis player.
Can’t get them on the phone, not even on the emergency number (you just get cut off)
They do not answer emails. Just their automated rubbish.
I have been trying to get my £181.87 refund from this company since April 21st to no avail. My wife and I both live on state pension. They just do not care.
We moved to another company because of the way we were being treated and it was the best thing we ever did. Do not sign up with this company they should not be allowed to trade.
I have now sent them a letter before small claims court claim. To try to get my money back from them. they now have just 28 days to repay my money or it goes to court.”
“After reading all complaints that are similar to my situation, I honestly can't believe Avro are allowed to get away with what they are doing? They also enticed me with a £49.00 payment per month plan and within 6 weeks it went too £140.00!! I'm on my own with a nearly 8 month old baby and all new mummy's know you don't have time to cook/ shower... do anything!!! They also didn't respond to emails/ phone calls...when I got through to the "emergency" customer service line...no one could help me. I have cancelled direct debit and switched companies. But they are still harassing me for payment which I refuse to pay, after 4 months of £120 - £140 bills! I feel taken advantage of when I am in a very vulnerable situation, on my own with a baby on maternity leave. I hope more people become aware of this companies tactics as I have never had an issue with energy companies prior to Avro.”
“I have finished my contract on April, they gave said I got refund by the end of May. At the end of may I have wrote them, than they promised they will get back to me in 10 days. So after 10 days I wrote them back again. Eventually after 10 days of that they have promised. that they will de the refund in next than days. Now it's more than 10days and still waiting refund.”
