Homeenergy Reviews

Extraordinarily poor customer service Pick holes bury head in sand fob off etc etc but not do anything to resolve long standing issue 5 months after I joined Thankfully I have no exit fees so once the forthcoming Ombudsman escalation is concluded and adequate compensation credited to my final bill I will very happily move to a Supplier that is both competent and customer focused

2024 10 28 Meter readings entered them two days ago and it registered on the web site then got an email saying i need to provided my meter reading Entered the elect and gas and it seems like it has registered but the gas just wont go through Tried the human bot and they say wait 24 hrs to see the gas reading We will see UpDate 2024 10 29 was told to wait 24hrs and the reading will show up Well it hasn t the electric is there but not the gas meter reading I have sent an email UpDate 2024 11 02 well the gas is still not showing on my account and I have had no response from Home Energy

I have since left home energy but have now had the experience of their customer service which has made me glad I m not with them anymore I have had to chase them for my final statement and refund despite having left them in February Having found a discrepancy in the meter readings they have been dismissive about correcting this stating it s a minute discrepancy and other customers would not make a big deal out of this something I d never dream of saying to anyone in a cost of living crisis They also gave the wrong meter readings to my new supplier which then led me to having to correct them I will never use them again or recommend them I imagine this is how they are making money off people who don t realise they are still owed money by not getting final statements and refunds and also by skimming off the minute discrepancies It is still my money and no doubt if I owed anything they would want it paid to the penny

This company has three 1 star review and one 2 star review yet it has a 2 7 star average Haha What a ridiculous system I have decided to avoid this company after reading the responses from the company here reviewing their website Clearly they are in desperate need of A good quality customer service response agents B a dramatically improved UI on their customer account with far more detail Most importantly I wouldn t EVER use a company that has no telephone number on their contact page Lessons have been learned I cannot stand waiting for hours or even days on end to get an email response from a service provider They actually have a postal address as a contact option Welcome to 2024 this is what the future looks like

I learnt about this company from Uswitch but i am begining to wonder if it is a wise decision that i went it it -There is no customer service number But they provide me with that of citizen advice Is citizen advice your customer serive -I have smart meter but they are using estimated reading to calculate my bill Even the readings i sent is not properly reflected and used I have electric and gas use more gas than electricity because is winter yet the opposite is what they send me in bill

Their billing is confusing Despite providing meter readings within hours of them emailing to ask for them they estimated inaccurately in their favour our bill each month When we left them because of this and joined another supplier they provided incorrect final meter readings despite me having screenshots of the correspondence I provided with the final meter readings on To add insult to injury they continued to take direct debits from us and when we reached out for a credit of money they owed us their reaction was slow Edit Following the response I add the following If true I will take on board the issue of incorrect final meter readings with my new supplier I do notice that specifically you focus on responding to push the blame elsewhere Can you specifically answer the other issues I was asked for meter readings which I gave and also took screen shots of as I had no trust in your billing as was proven My point still stands Their billing is confusing They asked for a meter reading which was given then ignored that for a reading from a new supplier and didn t question the difference with anyone

Change date to homeserve 29 10 24 My smart meter was still using my remaining credit from utilita with a low credit warning I used the chatbot to speak to a human 30 10 24Got a person named Hiren He assured me that my account was with home energy and it takes 4 - 6 weeks for smart meter to update Hiren assured me that I am on supply and I will not lose energy supply 01 10 24 I m drying my hair and power gives up check lights nothing My power had failed Back to chatbot person said I m not with homeserve passed me to metering team and 10 minutes later I had power Not good at all HIREN

I did not even finish the details as it could not cover my house situation I guess another marketing device set up to maximise uptake and their income

I signed up for gas and electricity and monthly rate shown was 165 25 Had no access to my account since the beginning After over a month and many complain gained access to the account and discovered my rate miracoulously increased to 183 89 since the beginning They never informed me about monthly payment change so be aware Now they say I received an email about price change which I never received

I tried to switch to home energy from EDF I was accepted then a day later they said I had the wrong type of meter that they didn t support I then moved back to EDF but HE proceeded to take a direct debit from me It is now 12 days and I haven t received a refund despite asking multiple times Update It is now over 14 days and I haven t received a refund How can I make a payment to HE in seconds using online banking but it takes over 2 weeks in the other direction A nice earner for HE if they are doing the same practice with multiple people you also had the option to instantly claim back your payment via your bank as an indemnity claim - I have no idea what that is and it wasn t explained to me how to go about doing an indemnity claim I have never had to this before with any other energy company