“As with all the other reviews captured here I am finding it impossible to contact Avro in person. I have been getting added email response saying they will reply in 7-10 days for weeks. I am owed £425 credit and now wondering if this will ever be returned. No option to speak to anyone direct. Wonder if the company is going bust?”
“Avoid this company like coronavirus. It is impossible to contact them by phone, you could spend weeks on hold and still not get connected to customer service. Promise to reply to email enquiries within 10 days, but I have been waiting over three weeks and still no reply.”
“Such Poor Customer Service. If you try to phone the queue is huge and you'll wait for ages. E-mails get replied to in about 10 working days (2 weeks). Due to their error I'm £700 overpaid. They acknowledged their error (after waiting 2 weeks for an email reply) and advised they will issue a refund BUT this takes a further 10 working days. Its now 15 working days later and guess what - still no refund. Where do you turn to , what can you do? So frustrating.”
“Update to my earlier review. At last Avro have reimbursed my £44.80 credit. This money was due to me on 19th May when I left Avro, so it's taken some 15 weeks. I had to threaten them with the Ombudsman, Ofgem and the Small Claims Court. Their policy is never to refund credit unless really pressed. They should be put out of business.”
“Promised me a refund of £600 two weeks ago but nothing has appeared in my account. Now no reply to emails. I've cancelled my direct debit and will run it down to nothing before switching. Beware, they are obviously going or gone, broke.”
“Customer Service is nonexistent.
Telephone is not answered. After some time hiding on you get a message saying send an email.
A while back they said emails would be answered within 3 days.
They blocked my switch to a new supplier without any explanation so I sent an email requesting an explanation. The email response came EIGHT days later!
Then after an unacceptable delay I managed to switch. My account with Avro was in credit. I have not had the refund which is now three weeks overdue. My chasing email has not been answered!
A truly unacceptable service. Pathetic!”
“There should be a zero stars option for these people.
The rudest most unprofessional customer service agents I've ever had the misfortune to encounter. I only wish I'd had the forethought to record my conversation with their customer services and put it online for all to hear.
Their emails are just as rude as their telephone staff.
They deserve to go out of business.
They are refusing to repay me my own money and are demanding more money even though I am in credit by over £800 and have arranged to switch suppliers. (due to their refusal to repay me my own money and the staggering rudeness of of their customer services. They do not offer smart meters. Their app is useless and they do not produce statements on time so you don't know where you are with them.
Do not touch these people with a barge poll.
You have been warned.”
“Make sure to delete the AVRO direct debit in your bank after switching away from them as they will continue to take money from your bank and never reply to any of your emails.
I switched away from them and got a final bill and paid in full, then after a month I checked my bank account and saw another Avro direct debit payment in my account, then I emailed and called them with no answer or reply, finally after a months of several attempts, I called my bank and they refunded the money by claiming it from them.
I hope all goes well as it already taken so many hours of my time and pur a lot of stress in my busy life.”
“Left Avro when we moved abroad at the beginning of July. There is £230 of my hard earned money sitting in my account and I can't access it. I've emailed so many times but no one is answering. I tried to call but gave up after 30 mins waiting. I submitted readings as soon as we left the property. What doesn't make sense is that they pride themselves on being an 'online' company, so how are they unable to respond to emails?”
“Terrible have been waiting since June for a refund after transferring to another supplier . Have written numerous emails , even one to the MD .
Where is Ofgem in all of this .”
“Two months ago, I switched from Avro at the end of my contract, and have a £250 credit on my balance. Contacting them by phone has proved impossible, and when I send emails, they take weeks to respond and, even then, they respond unsatisfactorily. I’m still waiting for MY money to be returned. Avoid!”
“I left Avro on 19 May, at which point I was £44.80 in credit. Some 12 weeks later I have still not been reimbursed. I sent several emails, but the replies were generally unsatisfactory, 'Andrew' tried to fob me off by copying and pasting standard replies. He initially pretended not to know me, despite my quoting the account number and even sending him a copy of my final statement. No idea when, if ever, they are going to pay me, although they now say that my refund is 'in progress'. Avoid like the plague!”
“All was good until I switched from Avro to new supplier over 3 months ago. I have £92.68 credit on my account which has not been refunded. No reply to my e-mail to Avro.”
“Awful customer service, no replies to many emails sent. No returning monies owed when switching providers. Have reported them to energy ombudsman. My advice would be to avoid Avro like the plague.”
“It it was possible to give a minus I would. Same trouble as all the other comments. Only way to get a response was to cancel direct debit, then they called within 24 hours to threaten me with all sorts of charges. And they owe me over £400! which they have refused to refund due to breach of T&Cs. Don't let anyone you know use this company.”
