“We are on Economy 10 - something we didn't ask for and we're never told that was what Good Energy put us on. It means we have an extra standing charge for something that we never actually use, as it's not connected to anything. It took some time to find out from Good Energy why we were getting this extra charge, and once we did find out we wanted to stop it. Good Energy messed us around on this for several months but eventually told us that we would have to replace the meter. But it is proving impossible to actually get the meter changed. You can't ring and book an engineer to do this, you can only request an appointment, asking about one date at a time. Several weeks later they will tell you that no appointment is available that day so you have to ask for another date. They can't tell you what dates they do have appointments available, you just have to keep asking and keep getting rejected. I've been trying to make an appointment since August. We did agree a date once, but the engineer never turned up, and they informed me he wasn't going to be coming by email when I had already been waiting for 3 hours. In the mean time of course we are continuing to be charged this extra standing charge that we have never used. It's criminal. They have told me verbally that they will refund me when they have changed the meter, but they won't make an appointment to actually do so. I think they know that I'm not going to switch until I get my money back, so they are keeping me hanging on. They are sharks.”
“I have had issues with Good from the day I moved to them a couple of years ago and these are still ongoing. First, they didn't carry out the switch properly. I had to take the to the energy ombudsman, who found in my favour, to get that resolved. I now haven't been billed correctly since April 2016 (it is currently the end of December) and I am about to take them to the ombudsman AGAIN. They're trying but it just isn't good enough. They just like any of the big 6 when it comes to service now. Juliet Davenport (CEO) needs to be less interested in saving the world and taking the moral high ground with the rest of the industry and be more interested in her customers who are paying for all the time she gets to spend playing with windmills.”
“I switched from Scottish Power to this bunch of incompetent buffoons with one of my rental properties. One of my biggest mistakes! Corresponding meter readings provided by 2 independant estate agents with zero usage on numerous occasions and 5 months later and £100 in credit which they have stolen from me; they provide a gas bill for just shy of £150 for less than 6 weeks, during the summer months, on an empty property with zero usage!!!! Beyond a joke now having spent atleast 40 minutes on hold before even having the 'pleasure' of speaking to one of the idiots that answer the phone and promise to take all the appropriate steps to ensure this matter is rectified. If you want to keep your sanity and have fewer grey hairs DO NOT SWITCH TO THESE INCOMPETENT THIEVES!”
“Appalling service. Took 3 weeks for 5 missed appointments before boiler got fitted. Central heating didnt work, filter fitted incorrectly. Leaking conservatory roof because the guy stood on the panels to fit flue. When i complained they didnt want to know about it. Taking the company to court.”
“At the time I switched from Scottish Power I realised that this might be a terrible mistake. Your company did not take control of the transfer process and just sat back waiting to be given meter readings from a third party that just could not get the readings correct. It took about four months to get this sorted out giving a lie to the notion that switching supplier is simple and straightforward. It should have been but Good Energy were useless at resolving the problem. Since then matters have not improved and I find the first level respondents in your Customer Service to be friendly but inept at dealing with enquiries. I have stated that I will have moved away before the end of my first year with you and I intend that to be so.”
“I think you are so bad that I am in the process of finding an electricty supplier that knows what good customer service is. I think I have found them and will be saying goodbye Good Energy as soon as I can.”
We're really sorry to hear that you feel this way. If there is anything we can do to resolve this then please email us at customerservices@goodenergy.co.uk
