“My wife arranged to switch energy suppliers to Utilita and we were given a date of the 11th of September for our smart meter installation. The smart meter install was cancelled due to low stock supply. We then had our gas supply cancelled by our old supplier after the switch day and Utilita did not carry on our supply on the 12th of September.
My wife called at 10am on 12/09 to say that our supply had been cut off. She was promised a call back within 30 minutes which never happened. I then called back 2 hours later and waited 50 minutes to speak to someone.I was then also promised a call back within 30 minutes which never happened. I had to call back a third time another 2 hours later and logged a complaint over the phone about the terrible service and lack of heating and hot water. We had to cancel our planned day away to stay in all day trying to resolve this issue or even speak to anyone who was interested in fixing it.
While I was on the phone logging this complaint and trying to get our hot water and heating back on, my wife received a call back saying that an engineer would be out to fit our smart meter and this would then resolve the gas issue. She was told that the engineer would be out within 4 hours or we would receive compensation. 4 and a half hours later at 6.30pm, the engineer arrived.
My wife was given a link to leave a review on Trust Pilot, which she accepted. She wrote about our experience and an advisor said they would call her at 9am Monday morning. This was obviously just for show as nobody had called her at all on Monday.
The smart meter engineer was good and was obviously busy. He finished at 8.30pm and we still had no gas or heating supply. My boiler had an ignition failure and the engineer said he would be unable to fix it and this was most likely caused by the lack of gas supply and the multiple attempts to restart the boiler.
I called Utilita again and they said that I would have to pay for a plumber to look at the boiler and write a report on the issue (I have attached the report) to confirm that the lack of gas and the multiple restarts had caused the boiler to break and Utilita would reimburse me if this was the case. I had to wait until Sunday (13th) morning and pay for an emergency call out for a plumber to come inspect the boiler. The ignition had broken and he could not get the part until Monday morning, leaving my, my wife and my 2 young children without heating or hot water for a second day and night.
The plumber arrived first thing Monday 13/09 morning and changed the ignition which then fixed my boiler, costing £108 in total. I had to take half day unpaid from my work to wait in for him fixing the issue leaving me £67 out of pocket also.
The level of incompetence and total disregard for our concerns/welfare has been unbelievable. I have never received such poor service from any company ever. You left us with no hot water or heating over a weekend when I have 2 young children in the house and have caused issues with our boiler to top it all off.
We also never got a home meter when our smart meters were installed.”
“Worst company I have even dealt with.
Bill incorrectly do not help complete scammers! Miss old me there products charging more than DOUBLE my previous provider charged me. I have solar panels yet they will not investigate send a engineer or apply the metre reading I gave! Never send me documents that I request. Ignored the subject access request I sent in MARCH. Lied on the ombudsman complaint they are absolute crooks customer service is shocking they are abusive rude and unbelievably unhelpful. Paid a bill I shouldn’t have just so that I can get away from them. Cut my supply of numerous times never make up for anything they do. 90%of these reviews are guaranteed a fake STAY AWAY GO WITH EON THERE RATE AND SERVICE ARE AMAZING COMPARED TO THESE SHARKS YOU NEED SHUTTING DOWN”
“Disabled, and left with no gas for 5 days! Lady just huffed at me telling me to “just get on with it” and the manager was no more help than she was, which is NADA! I’ll do my upmost to make sure I tell everyone to AVOID AVOID AVOID!!!”
“I am such a fool , I never listen when I see reviews explicitly warning not to sign up with Utilita. It is a scamming company. I got such bad customer service when I needed help the most. I could not believe it , they basically said you signed up with us now so we dont care , you are stuck with us for a month. I am so heartbroken.
By the way , I am paying around twice what I used to pay with Boost. Thank you Utilita for the huge life lesson on nnever trusting companies that call you constantly for months. Really, thank you. And I am leaving this company. Thank you”
“2 hours of gas yesterday been charged £3.14 and been like that for over a week now not used heating just 2 hours on for hot water a day what a joke this company is ripping people of with smart meters theft from pay as you go please don't go with them unless you want to pay stupid amounts of money to them.”
“Still waiting for my 50 pound refund. Sent all documents that diffrent staff have told me utilita needed. Still being fobbed off . Not dealing with utilita again as I’m getting nowhere . Gunna take it further . Now in the process of changing suppliers and so are my friends. Terrible service . Would never recommend utilita to anyone . I would tell them to stay clear”
“Topped up gas everyday, took the money from my bank account but didn’t top up the gas. Been without gas for 6 days and no signs of them actually fixing it/helping. Avoid this company”
“Had nothing but trouble with these for the last 2 years. The most recent problem today has been where I have tried to top my gas up online for it to be rejected 5 mins later, HOWEVER, Utilita STILL take the money from your bank account! I have tried to top up my gas today 8 times with no success, checked my bank account and they have taken £205. Disgusting company. Avoid, avoid avoid.”
“constantly getting calls from this company, the number has been blocked and reported but they still manage to leave an automated voicemail.
Nuisance calls to a different level by them.”
“I left Utilita because I could not have any reply back from customer service after emails and calls on my inquiry. This frustrated me. Now Utilita wants the previous customer back, this includes me. What is annoying me is the dishonesty and aggressiveness of how Utilita wanted their previous customers back. One of their sell persons did not even say that he was from Utilita. Only to say he wanted to check the smart meter. When he checked the metre he kept saying how much I pay for the service charge of my current provider. I said I know and I asked whether he was from Utility, he did not give a reply implicitly. In the end, I said I did not buy what he wanted to sell me.
If Utilita is honest and have a good customer service. I would not have left them. For goodness sake, please leave me alone!!”
“I left Utilita because I could not have any reply back from customer service after emails and calls on my inquiry. This frustrated me. Now Utilita wants the previous customer back, this includes me. What is annoying me is the dishonesty and aggressiveness of how Utilita wanted their previous customers back. One of their sell persons did not even say that he was from Utilita. Only to say he wanted to check the smart meter. When he checked the metre he kept saying how much I pay for the service charge of my current provider. I said I know and I asked whether he was from Utility, he did not give a reply implicitly. In the end, I said I did not buy what he wanted to sell me.
If Utilita is honest and have a good customer service. I would not have left them. For goodness sake, please leave me alone!!”
“Utilita want to charge me £56 for 11 days!! I live by myself, heating not used as been warm weather. Washer on twice for min wash of 15 mins. It's not possible I have used that much power. Avoid this company!”
“Has a engineer come out to fit smart meters. He told us we would have to remove plaster board in the next room to get to the pipes, we did this and when he came back he said he still couldn’t do it and we would have to have the meters refitted our side the house.
Well I phoned up and explained this to the customer service people who sent another Person out, he fitted the smart meters and said he couldn’t understand why we told to cut the plaster board or to have the meters put out side, we have now been left with a 3 foot hole in the wall, and Utilita are denying to obudsman that I have made a complaint. Stay away from this company, they were obviously over charging me as well as I received a cheque for £644 in the post today, yet every month they were asking for payments, I have now left them and I’m with another supplier who is much cheaper.”
“I have been with utilita for 2 weeks and have had nothing but problems. Meters dont work then my app wouldnt except my bank card?? I have payed double to what i am used to and have spent more time on the phone than ever before. Would not recommend this company.”
“Utilita contacted me to instal smart meters. I agreed to this ONLY on the basis that they were going to instal second generation meters, which they did. When the meters were installed they didn’t work so a second engineer had to come out to try and resolve the problem, which he couldn’t. In the course of. This he informed me that the meters were first generation not second. So Utilita lied! Now they are unable to re-instal original analogue meter or second generation. Do not trust this organisation, they are second rate.”
“I have been with Utilita for a couple of years and had no problems untill recently. I came back from holiday having putting £50 on my electric as it would for sure cover the 14 days I was gone. When I returned I noticed I needed to top up, so I put £20 on the electric, this only lasted for 3 days then it was asking for another top up!... not happy at all with this I knew something was wrong and called utilita 4 times over a 14 day period and was constantly being told the same thing, that I was using to much energy, so I asked for a breakdown when the energy was being used as it was taking at least £5 per day for electric. They stated that it was normal untill July 6th then a rapid rise in energy... this concerned me as I was on holiday then and didn’t return untill the 13 th! I monitored my electric by turning everything off apart from tv and fridge freezer and it still used over £5 per day!.. the last time I called utilita this is what they said to me as I requested someone come out to look at my meter as something was clearly wrong.. the lady on the phone told me “we don’t send an engineer out unless you have no electric supply and your leaving us on August 6th anyway so it doesn’t matter”. I was beyond angry as I have spent £90 on my electric the past 14 days!!! This is wrong on so many levels and I would stay clear of this company. I even asked her have they put their prices up and what date, she told me she couldn’t give me this information!”
“The people in the call centre and who you speak to on live chat have no idea what they are talking about, tell lies make mistakes overcand over again, the engineers who come out to install meters and fix faults dont seem to have any idea what they are doing they dont install new meters correctly or fix the faults, the app doesnt work properly and they have no in home meters in stock and have no idea when they will be in stock. Absolutely useless seems alot easier to just go with a different supplier”
