“TERRIBLE COMPANY PLEASE AVOID.
I joined Avro energy for one month only on the 1st January 2021 and it was a big mistake. I returned to Igloo energy on the 4th February 2021. From my experience Avro energy are unprofessional and unlike Igloo energy they cannot be contacted by telephone. I received my final incorrect bill on the 12th March 2021 and was given 7 days to pay.
Please see their E mail below.
Your Final Balance
Hello Wendy Callaghan
Your final bill is now available on your account and an outstanding amount of £230.74 is now due for payment in the next 7 days.
My meter reading for the electricity when I joined Avro energy was estimated well above the actual meter reading, despite the fact that I had provided an actual meter reading. Avro energy are demanding a payment of £230.74 within 7 days for supplying my energy for one month. My current actual electricity meter reading has only just reached the figures that Avro energy used as an opening meter readings when they briefly took over my supply. I have sent both Igloo energy and Avro energy photographic evidence. Igloo energy are doing all they can to resolve the dispute, to prevent me paying twice for my energy supply. In contrast I received the E mail below on the 15th March 2021 from Avro energy. This is five days following receipt of my final bill.
Hello
7 Day Demand for Payment
I am writing to you in relation to your account with Avro Energy.
Account number :
For the property:
Debit Amount: £230.74
Despite previous notifications your Avro Account has yet to be settled. We require the debit to be paid within 7 days or your account will be passed onto external debt recovery. This will incur additional charges and will affect your credit history.
I have attached a copy of the final statement to this email for your reference (this may appear under my signature) and we require you to manually make a payment to settle the account. You can make a payment over the phone by calling our customer service team on 0330 058 2005 or online via the link below
Today the 24th March 12 days following receipt of an incorrect bill that is clearly in dispute, I have received the E mail below.
Hello,
Thank you for your email.
Your complaint is with the complaints department, they will be in contact shortly.
The debt collection agency will also be in contact shortly regarding your debt you failed to make payment for.
Kind Regards,
I have never known any company take action 11 days following sending out a bill, whether the balance is in dispute or not. Although this does not apply to me, we are in a pandemic and lots of people have lost their jobs and they cannot afford to pay once for their energy supply, never mind twice. There is no mention of what to do if I am struggling to pay the debt.
.”
“Avro are claiming to have only received our gas meter readings from Bulb (who we have switched to), and not our electric readings, even though they were all submitted in the same way. Won't accept an official statement from Bulb, and won't accept someone from Bulb calling through their industry line and telling them the readings. Tried to submit a complaint and got told that I wasn't allowed to make a complaint. Seriously. Avoid at all costs.”
“I joined Avro Energy using Look After Bills coming up to 12 months ago.
Ever since I joined I have never got my Smart meters working given all sorts of promises saying they will sort it. Now they don't even respond to my emails.
Asked if I would join again or recommend anyone to join? Absolutely not, shocking outfit sooner I get out of this contract the better.
AVOID AT ALL COSTS.”
“I use martin lewis's energy club to find best deal each year and chose British Gas this year mainly because you got 12 months cover for boiler , pluming and electric and Avro didn't seem to appear anywhere on top 20 plus couldn't find any details of costs on AVRO's website .
Avro sent an email saying sorry to see you go we'll do all we can to progress your move. A few days later British Gas said AVRO stopped my move without giving me a reason - AVRO did not tell me anything about stopping the move. When I complained they said your account is in debt and must be cleared before any move - I challenged them as I pay by direct debit and no one said clear any debt before moving - never happened before. I paid the amount in debt and because I do not trust Avro now I cancelled my direct debit at the bank - they promised they had removed the stop but British Gas say they have not. I will never use or trust AVRO again - my personal advice be warned and do not use AVRO Energy.”
“Terrible company . . . avoid at all costs!
They keep your account hundreds of pounds in credit and refuse to refund it claiming that they need to keep it for winter. When you try to leave they hold on to your credit for months despite this being against Ofgem rules.
It is impossible to speak to anyone about it but their phone lines are constantly blocked and the chat system doesn't work.
They are blaming the pandemic for not being able to answer the phone but this has been going on for over a year now and other companies are managing to speak to their customers but Avro are just trying to save money by reducing staff levels and offering a terrible level of service.
We tried to make a formal complaint but they ignored the emails. When we left a review they contacted us asking us to remove but I refused. They then said the would not consider our complaint and considered the matter closed. I have have asked for a deadlock letter several times so we can take the complaint to the Ombudsman but they just ignore the requests.
The truth is they want to use their customer's money to improve their balance sheet and as an interest free loan!”
“If I could give less than 1 star I would. Do not use this company and get out ASAP if you are with them. I tried to contact them from early October 2020 until now (mid February). No response to emails at all. No telephone calls possible and they have recently stopped the live chat. They would not sort out any issues and were extremely evasive when the live chat was working. I wanted to complain, but they would not give me any details of their procedure. Now they are blocking me from switching. I could not be more frustrated with them.”
“Terrible company, needed to set up an account when I moved in due to them being original supply and now have refused my new supplier from taking over supply 3 times!! absolute farce, now won't even respond to emails. terrible customer service, terrible company.... who on earth are Avro Energy - obviously got a lot to learn on the customer service side of things, will be contacting ofgen with a complaint”
“Were fine until I decided to switch. Unlike other companies they don’t automatically adjust your direct debits. My switch was blocked and I didn’t know why until I contacted avro. I was then faced with an £800 odd pound bill to my surprise. I paid immediately, then thought that was it. A year on - yes one year!! I received a final bill. On questioning it because it seemed odd, I received a very threatening email from the head of bills saying they might get a third party in to retrieve their money. How bizarre is this to send such an email a year on from switching and threatening me with such actions. We of course paid immediately. But please beware, they were fine until... then they were horrible. In my opinion avoid this company they are rotten. I have reported to ombudsman and regulator.”
“Allowing arrears to build during contract, having to do manual meter readings every month, them taking no notice of those meter readings. Them trying to make huge increases in direct debit payments without authorisation, attempting to block transferring to a different supplier, not sending a final bill until 18 months later, then claiming they have been chasing me for it for all that time before referring the 'debt' (more than 18 months old, which is not allowed to even be billed under OFGEM rules) to a debt collector, and sending threatening emails to that effect. These guys are utter cowboys. Avoid at all costs.”
“You never get to know how terrible this company is until you try and leave!!!
Even though I more often than not, provided monthly meter readings for both gas and electric, every resulting bill was estimated and meant that my monthly direct debits were then not enough to cover my usage.
Eventually when I then attempted to switch suppliers at the end of my term, this was denied by Avro because due to the under estimated bills each month, my account was of course in arrears.
In order to bring my account up to date, i then had to pay a large sum but was unable to do so because I could not contact anyone from Avro.
Each time I tried calling, I just received a message saying I would have to call back due to there being a lack of available customer service personnel and the call was then ended.
Next I emailed customer services and after multiple requests for an answer, I was told that I could pay the balance by BACs but that the amount i paid would not be automatically credited to my account until I contacted Avro to tell them I had paid it....
I am now in a catch 22 situation because the large payment i made over a week ago, still does not appear in my account because Avro energy won't answer my calls and my daily emails are being ignored.
Where exactly is the money I have paid... who knows?
I now suspect this tactic is a deliberate ploy to ensure my account remains in debt so they can continue to block my request to switch suppliers.
This is utterly appalling none exisent customer service and I would advise anyone to avoid this joke of an energy supplier!”
“You never get to know how terrible this company is until you try and leave!!!
Even though I more often than not, provided monthly meter readings for both gas and electric, every resulting bill was estimated and meant that my monthly direct debits were then not enough to cover my usage.
Eventually when I then attempted to switch suppliers at the end of my term, this was denied by Avro because due to the under estimated bills each month, my account was of course in arrears.
In order to bring my account up to date, i then had to pay a large sum but was unable to do so because I could not contact anyone from Avro.
Each time I tried calling, I just received a message saying I would have to call back due to there being a lack of available customer service personnel and the call was then ended.
Next I emailed customer services and after multiple requests for an answer, I was told that I could pay the balance by BACs but that the amount i paid would not be automatically credited to my account until I contacted Avro to tell them I had paid it....
I am now in a catch 22 situation because the large payment i made over a week ago, still does not appear in my account because Avro energy won't answer my calls and my daily emails are being ignored.
Where exactly is the money I have paid... who knows?
I now suspect this tactic is a deliberate ploy to ensure my account remains in debt so they can continue to block my request to switch suppliers.
This is utterly appalling none exisent customer service and I would advise anyone to avoid this joke of an energy supplier!”
“You never get to know how terrible this company is until you try and leave!!!
Even though I more often than not, provided monthly meter readings for both gas and electric, every resulting bill was estimated and meant that my monthly direct debits were then not enough to cover my usage.
Eventually when I then attempted to switch suppliers at the end of my term, this was denied by Avro because due to the under estimated bills each month, my account was of course in arrears.
In order to bring my account up to date, i then had to pay a large sum but was unable to do so because I could not contact anyone from Avro.
Each time I tried calling, I just received a message saying I would have to call back due to there being a lack of available customer service personnel and the call was then ended.
Next I emailed customer services and after multiple requests for an answer, I was told that I could pay the balance by BACs but that the amount i paid would not be automatically credited to my account until I contacted Avro to tell them I had paid it....
I am now in a catch 22 situation because the large payment i made over a week ago, still does not appear in my account because Avro energy won't answer my calls and my daily emails are being ignored.
Where exactly is the money I have paid... who knows?
I now suspect this tactic is a deliberate ploy to ensure my account remains in debt so they can continue to block my request to switch suppliers.
This is utterly appalling none exisent customer service and I would advise anyone to avoid this joke of an energy supplier!”
“You never get to know how terrible this company is until you try and leave!!!
Even though I more often than not, provided monthly meter readings for both gas and electric, every resulting bill was estimated and meant that my monthly direct debits were then not enough to cover my usage.
Eventually when I then attempted to switch suppliers at the end of my term, this was denied by Avro because due to the under estimated bills each month, my account was of course in arrears.
In order to bring my account up to date, i then had to pay a large sum but was unable to do so because I could not contact anyone from Avro.
Each time I tried calling, I just received a message saying I would have to call back due to there being a lack of available customer service personnel and the call was then ended.
Next I emailed customer services and after multiple requests for an answer, I was told that I could pay the balance by BACs but that the amount i paid would not be automatically credited to my account until I contacted Avro to tell them I had paid it....
I am now in a catch 22 situation because the large payment i made over a week ago, still does not appear in my account because Avro energy won't answer my calls and my daily emails are being ignored.
Where exactly is the money I have paid... who knows?
I now suspect this tactic is a deliberate ploy to ensure my account remains in debt so they can continue to block my request to switch suppliers.
This is utterly appalling none exisent customer service and I would advise anyone to avoid this joke of an energy supplier!”
“poor .Yet another energy company who up your DD then refuse to lower it when they realise it was unjustified. All these NEW customers who write positive feedback are in for a shock when the inevitable happens.
would rather lose the account than change DD to accurate level.”
“Any time I have to get in touch with them I find them very friendly and helpful.I have had to arrange a change to my old contract ,they were able to get me a new contract at a better price!”
