“Appalling customer service, first they arrange a date to fit smart meters and don't turn up. Then rearrange another appointment and only fit the electric one, arrange another visit for gas smart meter which they installed 5th Feb. They then call me this week saying they have no details for the gas smart meter and asked me to send them photos of it.Also the guy on the phone appeared not to believe the low reading i gave him even though i hardly use any gas. And today you cant log in to your account online.”
“Having consistently ignored my own meter readings, they upped my estimated usage- based on nothing because my bills were estimates- by 50%. They investigated and assured me it was their fault and the direct debit increase should not have been proposed.
I switched anyway, as they failed to answer my complaint within THEIR two day window. Guess what? They've now blocked the switch because of a supposed debit on my account that's only there because of them pulling a figure out of a hat to increase needlessly my estimated usage.
I called them today. Someone was going to call me back as soon as they got off the phone. That was over two hours ago. no call. No way am I paying them any money when my final bill will probably be a credit. Especially as they seem to have stopped refunding customers.
There comes a time in any dysfunctional organisation when simple incompetence doesn't seem a sufficient explanation and you suspect something else.”
“Like many of the reviewers on here, I switched supplier in October 2018 and still have not received my refund.
They pretended that my new supplier did not give them the final readings (which they did, 3 times) and once I got my new supplier to call them while I held the line, they finally admitted that they got the final readings.
Then they promised a refund but still nothing. Everytime I e-mail I get the same response that refunds are currently taking longer than usual.
Over a month now since they promised the refund and over 4 months since I switched to another supplier!!!
I have put in a formal complaint with the Energy Ombudsman.
I am sure they are having financial problems, because these issues seem to be very common with Solarplicity if you read the reviews carefully.
DO NOT SWITCH TO THEM IF YOU ARE CONSIDERING IT, ANY SAVINGS YOU MIGHT MAKE WILL COST YOU COUNTLESS HOURS AND STRESS.
If you are already with Solarplicity, then I am afraid it is too late and you are doomed. The best thing you can do is reduce your Direct Debit as much as possible so that when you finally switch, you are not in credit.”
“I am tired of Solarplicity!!!
They don’t answer to my complain, they overcharge me, lying to me cuz I have 2 smart Meters for electricity, every single month charge me double and keep me with a big amount of money in debt which I do not know from where they calculated, even though I pay direct debit they don’t even minus from the amount.
Sorry guys, But news from you are very right and you don’t have the right to fool us.
Customer service 0 , not helpful, you just ignore us!”
“Tried to leave a review on Trustpilot, but Solarplicity have shut this option down! Would leave a no star review, if possible. As with so many other reviewers, money owed & nothing forthcoming. Emails to SEO (andrew@solarplicity.com), with an automated reply that I would receive a response within 2 days - again nothing. I’ve been with Solarplicity for a few years with no problems (but then again, I had no need to previously contact them), but on the back of my (and other’s) experiences, you will be very foolish to use them as your supplier. Just counting down the days until I can submit my complaint to the Ombudsman...”
“Can I have less than one star? We got a smart meter installed with them which highlights they had overcharged us. They owe over 90 quid and have stopped responding to any emails, phone calls etc. Total radio silence, terrible customer service. You owe money”
“MY elderly parents switched to solarplicity in august 2018 and have still not recieved a gas bill i have phoned them on numerous occasions and i am now absolutely disgusted in this shambles of a company .Today i rang and was held in a queue because of high volume of calls {no surprise] maybe all complaints and a girl came on telling me i will get a call back the next day what a joke.STAY WELL CLEAR OF THIS COMPANY .BAD CUSTOMER SERVICE”
“The promised free leds were all the wrong sort, would not reply to my emails for explanation, could not get through on the phone. After informing them I was exiting and going to make a complaint to Ofgem someone eventually got in touch and promised to replace the leds, that didn't happen. There were other issues with the same result so I changed suppliers and now they hassling me for payments for energy they have not supplied. Customer service is wilfully bad, I suspect the CEO is Vlad Putin, or Trump.”
“QUITE SIMPLY THE WORST CUSTOMER SERVICE. THEY ARE INCAPABLE OF RUNNING A SERVICE FIT FOR PURPOSE, LIE TO YOU AND REFUSE TO HELP. OMBUDSMAN ON THE WAY......”
“I changed supplier 6 months ago, since then I have had real difficulty getting Solarplicity to produce a correct bill. Despite numerous attempts by myself to supply meter readings.”
“Still waiting for my refund after closing my account in October 2018. I have made uncountable calls and reviews to to get my refund but to no avail. All the customer service team are liars and annoying to speak to. They behave like robots and always can't deliver any help. THIS IS THE WORST SERVICE EVER.”
“Failed promises, bungled switch, broken website with no functionality. Failed callbacks, etc etc you name it. I left 4 months ago and they still haven't refunded my credit despite multiple calls. An opening offer of some free good quality led light bulbs was a nice touch. Of course that never panned out either. So I left... And got charged £60 for breaking my contract. What about YOUR contract for proving a functioning service???? Absolute garbage. Please please go elsewhere.”
“I switched from Solarplicity in November 2018 and had a credit balance of approximately £40. I was informed that once I received my final bill I'd be credited however this did not happen. After many emails and telephone calls and promises of payment, finally at the beginning of February 2019, have now handed the case over to the energy ombudsman. Telephone number: 03304401614.”
“I am concerned that this is the best supplier.
I had to have my meter changed to a Smart Meter months ago and was over £80 in credit, but since the change I have not been given a bill although I have written to them.
Just feel is this safe as they are not replying.”
“Dreadful company unable to contact anyone no one ever replies to emails or answers the phone been with comapny for 8 months can not wait to leave.
seems to have lots of recent excellent reviews from people naming person they have spoken to on the phone well dont know how the managed to talk to anyone sure these are FAKE REVIEWS.”
“They are extremely incompetent. I left their service over 3 months ago and despite regular calls to their customer service department, they have not refunded the (significant) credit on my account.
AVOID unless you enjoy talking to customer service representatives regularly and getting nowhere.”
“Solarplicty
AVOID AT ALL COSTS! 1 star is too high! This company is the absolute worst! I have NEVER had such a bad customer experience in my whole life. I’ve only been a customer for just over 6 months and I should have followed my gut 4 months ago and left. The rates are mega cheap but that’s because they ignore you when you send the meter readings, the online upload for meter readings conveniently doesn’t work, and if it happens to be working at your end, the customer service team ‘can’t see’ what you uploaded at their end. This means that they guess your bills and they never send invoices. It’s now January and I haven’t had an invoice since August!!!! If you need customer service expect to wait over an hour on the phone or at least 3 - 4 months on email for a response (I am not exaggerating!). However, if you ask them for invoices for the last 6 months like I did, they conveniently respond in less than 12 hours because it turns out they have a HUGE bill that they never told you about and want you to pay! SO DISHONEST AND UNPROFESSIONAL! The bill is so ridiculous especially since I’ve sent them so many readings and I’ve been paying every month according to the amount owed on my online account. I’m usually a calm, kind and reasonable person, but Solarplicity is really pushing me to my limits and I would urge everyone to stay away from them. They aren’t worth the hassle. No idea if I can get them to cancel the huge bill they are now demanding but I am going to bloody well try as I’ve sent them so many meter readings and they have totally ignored me until now! DO NOT SIGN UP WITH THESE CROOKS!”
