“Terrible customer service, still being charged 5 months after leaving. Offered free smart meter installation and arranged a date on 2 occasions. Rang a week ahead to make sure it was still taking place, to be told an engineer hadn't been assigned and it was too short notice to now assign one for that date. I asked why I hadn't been informed and they came up with some useless excuse that the system doesn't show the ones unallocated until that customer calls, so just as well I did! Got put through to the complaints team but naturally I was left on hold for ages and couldn't be bothered to continue!”
“The worst company I have ever dealt with. They bill incorrectly, their customer service is non-existent, they change your tariff without notification, they send you estimated bills sporadically. AVOID AVOID AVOID. Disgraceful company that do not care about customers. I have asked for an accurate bill since November 2018 and am still waiting. Every bill they send me is doubled as they add on estimated costs. If I could leave I would but they put me on tariff with high exit fees without telling me so I am locked in dispute BUT THEY NEVER ANSWER! So frustrating and stressful.”
“The worst company I have ever dealt with. They bill incorrectly, their customer service is non-existent, they change your tariff without notification, they send you estimated bills sporadically. AVOID AVOID AVOID. Disgraceful company that do not care about customers.”
“AS WEE WHERE IN CREDIT I ASKED FOR MY CREDIT OF 129POUNDS TO BE SENT BACK AS IT WAS NOVEMBER THEY FOBED MY WIVE OFF AS SAYING WAIT TILL THE SPRING SUPRISE SUPRISE THAY WONT RETURN IT WE WILL GIVE THEM 7 DAYS TO SEND IT IF NOT WILL TAKE OUT A COUNTY COURT SUMMONS NO MORE RINGING THEM AND BEING TOLD IT TAKES 10 DAYS TO SORT OUT THEN WHEN YOU RING THEM UP AGAIN IT NOW TAKES 15 DAYS TO SORT OUT MY PHONE BILL TO THEM MUST BE OVER 20 POUNDS WHICH I WILL CLAIM BACK”
“Was with solarplicity for just under a year. Left them in January and was issued final bill, it's now April and no refund recieved. Quarter of a year and waiting.
Daily calls of spending my entire lunch break on hold, 'just bare with me moment' should be translated automatically to 'I'm going to ignore you until you hang up' - They will do their best to ignore you.
E-mails are never responded to so don't waste your time typing them out.”
“Dire, AVOID. I have been with them for 2 years. Over the past 9 months they have decided to change the published tarriff without informing me. And forget to generate bills some months and then DOUBLE bill other months.
Failed to reply to complaints and even after my MP got involved, they still refused to reply until a month later. The MP had to write twice to the CEO : Here is their email " ceo.complaints AT solarplicity.com " in case you need to write.”
“Some confusion between meter readings submitted and the bill. Replies to emails take an inordinate amount of time and then don't answer the question raised”
“Still trying to get through to customer service regarding a completely inaccurate bill they sent me for the first three weeks I was living in my flat and had no choice but to put up with them as they were the suppliers when I moved in. I've been promised a new bill, which hasn't turned up, but they've been very good at sending out letters threatening to send me to a debt collection agency.”
“Appalling service. Smart meter installed no monitor supplied. Second visit to deliver monitor to find that meters had not been commissioned at installation. Third appointment made as one meter still not commissioned no one turned up, no call and no apology. Fourth appointment made again no one turned up. Then monitor stopped working. Made two offical complaints and the company ignored them. Customer service is abysmal. Would not recommend this company.”
“Would have given no stars if I could. 14 days after being promised some of my credit would be returned I was told today they could not do it only a statement is produced however their systems are down and unable to produce statements. Could be another week and then it might take another 2 weeks to reach me. I don't think they have any intention of returning my money. I had also emailed asking for my direct debit to be reduced and was told I must phone. Guess what, when I phoned they could not reduce my direct debit as there was no up to date statement. Do you get the picture? So even though I am nearly £300 in credit I cannot get my credit or reduce my payments. Maybe they have cashfloe problems? It is just lies, lies and more lies!!!”
“Awful customer service. Been trying to resolve a payment issue for months and they won’t let us pay! Also been waiting for email reply’s back weeks now. Truly awful company who are way too expensive to use too.”
“One lie after the next, and owes me hundreds.
Worst company I've ever dealt with. The current situation of not being allowed to accept new customers says it all. But even when they are allowed, DO NOT touch them.
Here’s my experience with them ( in no particular order. Scroll to the end for the worse one):
I noticed that my address was wrong, but had the correct supply address, so I tried changing it online. It was apparently changed, but the wrong address was still on my online statements to the very end of contract.
I kept on receiving emails telling me to apply for the free light bulbs. I tried 3 times, but didn’t receive any. Probably because the address was wrong. Not sure.
They kept on calling me about having a smart meter installed. I told them I didn’t want 1 because it needs plugging in and using my electricity, but they told me that it doesn’t use any. If it doesn’t, why does it need plugging in? After several attempts, they told me that my meter needed updating, so I booked an appointment, but couldn’t make it. They called the next day “regarding the cancelled appointment for a smart meter”. So they tried to fool me into getting a smart meter by telling me it was a normal meter update.
I knew my contract was coming to an end, but they never wrote to me to tell me. I had to email them for a renewal date, which took about 3 weeks, and by the time I got the reply, my contract had already ended.
Worse bit is when I switched to a new supplier, and gave them the meter reading, they said that they need to get it from the new supplier, but I should keep my direct debit active so they can work out the final amount and collect the money, otherwise I would be fined. I was in credit anyway, but they collected the direct debit that month, and then the following month. So I asked my current supplier to provide the last meter to reading to them, and guess what, my current supplier actually gave them the meter reading before I even contacted solarplicity, so they lied again. Then I waited patiently, and they collected another direct debit payment, and another before I finally decided enough is enough and cancelled the direct debit myself. By this time, they owed me £324. I had been sending them emails constantly, because I can’t call them while at work, and they don’t work late. Those emails were ignored. I made formal complaints, and they still ignored me. I finally made a complaint to the financial ombudsman, and received a reply from them telling me that i will receive a final bill soon, and then I will be able to request for a refund. The bill arrived 6 months after the switch. I called, got put on hold for 30 minutes. The person who took the call said I’d gone through to the wrong department. There were only 3 options, so I don’t think I was. Anyway, the next person picked up and said that they have an excessive number of calls, so she’d take a message and someone would call me back by the next day. No calls. No missed calls. Lied again.
This company makes achievable promises, but still cannot deliver. Stay away.”
“It's been nearly two months since my wife and I have moved into our new home.
The recent supplier was solarplicity, and we wanted to take our supplier of Scottish Power over.
They allowed the switch of Electric but have blocked the switch of the gas to them.
I have made several calls to severely unhelpful staff who say that they have logged my complaint, sent call backs as they're not the actual customer service agents.
It's been nearly two months, no call backs, no further forward and I feel like they're in it to get as much money from me before I contact the Energy Ombudsman for bad business practices.
I will not update this review, it can stay as a truthful reflection of the company and their poor attitude towards customers.”
“I would give less than one star if I could.
I’m up to over 17 emails with no resolution to my complaints.
Estimated bills after being coerced into having a Smart meter fitted.
Changes to my tariff without consultation.
Smart meter not working, Smart meter working....sent meter readings....still no accurate bill 5 months after meter fitted.
Dreadful customer service.
Inept representation.
Awful company.
I will leave as soon as I can and go to Bristol Energy who are a small company with very good customer service reputation.
Solarplicity.....RUBBISH”
“Have just received my FIRST gas bill after requesting one for a WHOLE YEAR!!! I have never been able to leave updated meter reading as the website would not allow me to and when contacting them they either leave you on hold for in excess of 50 minutes or if you do manage to get through you can't understand them as the call centres are not based in this country. This is the worst company I have ever come across and would highly advise any new customers thinking of using them to read the following reviews!!!!”
“SolarPlicity has caused me nothing but anxiety & stress. I had an engineer fail to turn up 3 times, after taking 3 days leave. I placed a complain in Oct 2018, call 15 times since then - its now March 2019 and they still refuse to get back to me or pay me back the money they owe me (£90). I'm currently lodging a complaint with the FSO.”
“Absolutely the worst customer service I’ve ever had from any company ever. 6 month to get a final bill whilst still taking money. False promises, 27 calls and 45 emails and calls to citizens advice before a refund was finally given.”
“This company is the worst company i have ever had dealings with, customer services do not understand English took me 30 mins just to get them to understand my name and address,PLEASE do NOT use this company and for those who have already had negative dealings with them please make a complaint to offgem about them, as of 22/02/2019 OFFGEM HAVE STOPPED THEM TAKING ON NEW CUSTOMERS, just google them, poor is an under statement”
“I was reading very bad reviews before contrating the supply with solarplicity. Still silly me, went ahead with it. I am now being ask to pay 600 pound for high estimates, because this company dont comes to read the meters and they dont apply the reading entered by me on my account. They dont deal with my queries over the phone and they do not sort my complaints emails. They also have rejected my switch over to Scottish Power on the basis that I owe them 600 pounds, that they pretend me to pay based on estimates. Furthermore, they unlawfully changed my tariff, as my chosen tariff is stil offered for my post code on their website and on my bills was showing ending date N/A. Suddendly they decided to change it on the last 2 bills for a more expensive one and without notification. I would never recommend this supplier, I would never contract again with them and I am just awaiting to sue them to the Ombudsman”
