Easy to deal with and no hassles

I was a previous customer with bristol energy. Their customer service and overall organisation is appalling. I left them well over a year ago and they have only just given me a final bill. When I rang the line to discuss the final bill the person on the phone put the phone down on me. I was told that their manager needed to discuss this with me and over a month later I still have not anything. Truely an unprofessional company.

This property is a 'Holiday Home'. Because I am officially "clinically highly vulnerable" we have not been able to visit Bristol since before the start of the pandemic. We have told Bristol Energy THREE TIMES IN WRITING that the flat is unoccupied . You might as well talk to a wall. They keep on sending us quarterly bills showing Estimated Usage of electricity over £100 and ignoring our protests. Their Customer-Care (ha-ha) people seem to be the only ones in the whole world who do not know there is a worldwide pandemic and this is forcing everyone to change their normal routine. I have never known a company so unwilling to listen to its customers, ESPECIALLY its vulnerable customers. 19.04.2021 I have now seen Bristol Energy's response to my one-star review. It so totally reinforces my original criticism that it suggests even one-star is too generous. It reads "If you are not able to provide meter readings then they will be estimated.". THIS IS PRECISELY WHAT I COMPLAINED ABOUT!! Every quarter they estimate we have used hundreds of pounds of energy when in reality we have used none. We have told them repeatedly that we cannot go to Bristol because of Covid travel restrictions, and so the property is UNOCCUPIED and NO ENERGY IS USED.. We want them to STOP estimating our consumption until the pandemic is over. How hard can it be?

IF I COULD PUT -5 STARS I WOULD. The perfect example of horrific management and appalling customer service. I have NEVER in my life had a more difficult experience with any company than with Bristol Energy. They tried to scam me. Since the beginning of my tenancy they have consistently made it unbelievably difficult for me to get ahold of them as they almost never respond to phone calls and they take over 3 months to respond to emails, this is not an exaggeration. They tried to scam me out of GBP 900. Every time I contact them I have to repeat the issue to every single agent and they still do not understand my case. They are extremely lazy and do not make any effort to help their customers. I have to beg them to help me pay money to THEM so I can close my account. Not the other way around. The first thing I will do when I move anywhere, is to change Bristol Energy as the provider. I truly cannot grasp how such an unqualified company is still allowed to run business. If you happen to have Bristol Energy as an energy provider, I IMPLORE you to get rid of them. ANY good review seen of bristol energy is certainly fake.

Early March I was led to leave a review for Bristol Energy here re their appalling laxity. It seemed the only way to reach someone. I have quickly come to learn that any semblance of 'customer care' ends with the entity called 'Alice' who responds to reviews on Trust Pilot. Almost 2 months to recognise me as a new customer in a new property, a wildly inaccurate bill, and the saga continues. Funny how 'Alice' responds immediately here, yet the actual customer service is so ridiculously broken you can't get a response for love nor money. We had dialogue. I was asked to provide monitored readings. I then eventually had contact from another representative who seemed to take a huge step backwards in terms of resolution, trying again to fob me off and deflect responsibility with the "faulty appliance" line. I provided them with a forensically detailed account clearly proving that the meter is at fault, and that there is nothing "faulty" about any appliance. I asked long ago that someone in a senior supervisory role take immediate care to resolve this matter. I restressed this, yet they've allowed the matter to devolve instead. The level of laxity here is worrying, I don't need inconsistency added to it. And this is urgent. I am absolutely stumped as to the entire lack of service. How could *any* business operate like this??? I have heard nothing as at Friday 16th April. I sent the detailed breakdown over 2 weeks ago. I have since been bombarded by emails and text messages about 'overdue/unpaid' bills saying 'we have not heard from you', and that 'we have been trying to contact you'.(???!!!) Obviously I HAVE BEEN TRYING TO TROUBLESHOOT THIS BRISTOL ENERGY ERROR FOR LONGER THAN IS SAFE FOR MY BLOOD PRESSURE, and have had no contact to resolve. I have heard absolutely nothing from them since I sent through the irrefutable evidence of the faulty meter. I've now sent them a forensic continuation for another 2 weeks. It is blindingly clear that THE WIRING/METER IS NOT CONNECTED PROPERLY. We have established that Ofgem is clear that "the electricity supplier is responsible for the meter working properly". We have established that Bristol Energy staff were/are trying to manage a "backlog" in dealing with new customers. It is outright disgusting that a new customer such as myself should be having to troubleshoot this clearly ongoing problem that would likely have affected previous tenants also. It is freaking appalling that their admin system is so broken that they are now sending me threats. I have made clear that no monies will be paid UNTIL THEY SORT OUT THE PROBLEM, and APPROPRIATELY ASSIGN SOMEONE AT MANAGEMENT LEVEL WITH A BRAIN TO RESOLVE, and absolutely *no direct debits* will be set up where I would undoubtedly be penalised for their laxity. I am tearing my hair out, I am *that* appalled and truly upset. I've taken steps to escalate this. As soon as it is sorted I am gettting as far away from Bristol Energy as possible! Seriously... could they please full finger asap, and could I please just be allowed to get on with my life!!?!

Not the cheapest around but not too bad the price can change wildly even when you read your own metres customer service is very poor with no response to emails and I've been waiting over a year for a metre to be changed

Good company, good prices, good customer service, easy to pay.

I have been a customer of Bristol Energy for a few years now and never had a problem with them. Very competitive for gas and electricity. Well pleased with the service.

BRISTOL Energy is an efficient organisation. My dealings with them have been simple, straight-forward and professional. I am from a generation which was used to ONE energy supplier, with ONE tariff - bliss!! In an age when energy suppliers are like the Stock Exchange, with a vast option of 'deals' to choose from; it is reassuring to be with BRISTOL Energy who also have many options but who actually tell ME which option would be better for me; rather than my having to consult an advice-line, to choose a sensible deal for my particular needs!! Thank you BRISTOL Energy - excellent service thus far!

Still waiting for confirmation of my adjusted monthly payments

I find that the people who I have contact with are very polite and respectful when I ring and speak to one of your advisors when I pay my energy bills. They are always helpful.

Great service but . . . They have taken away the ability to change your tariff online or through the app (backward step). You can’t ring anyone directly to change your tariff (because of Covid) but they will ring you back 5 days later at the earliest (sounds more like understaffing) (backward step 2). They will increase your direct debit even though you are £500 in credit. But will give it back if you ring them (but they say the increase was automated). But the staff are lovely when you speak to a real one.

Great service except when you randomly put up direct debit with no detailed formula or reasoning

Have been with BE about 4 years and have to say the service has been faultless. Maybe not the cheapest but tariffs are on par with most other providers and on the rare occasions I have had to contact them the service has been prompt and efficient. Submitting meter reads via the app is a doddle. Would not consider the hassle of leaving simply to save a few quid but also supports the local community

Dealt with coy’ for a couple of years now and found to be excellent. website very easy to use.

Fantastic prices, but an incompetent mobile app.

Terrible experience somewhat saved by one customer service rep. There has been some confusion over my account with false promises made from customer service representatives in the past. They had promised to reverse my bill and cancel my account. However, there must have been some confusion down the line where the operations team said my account couldn't be cancelled. This saga has been going on for a year. Today I got through to one customer service rep Henry, who took the time to figure out where the issue was stemming from including making a call to the operations team whilst putting me on hold to discuss the situation to ensure that a resolution can be reached so this doesn't just bounce back like so many other times. I would avoid Bristol Energy like the plague, but Henry is a top notch customer service rep who deserve recognition. Update - This is review was posted originally before full resolution. I have now received notice from the credit collection agency that owe them money. This is impacting my credit rating and the collection agency will have the right now to collect on a fraudulent bill.

Awful in everysense... my bills have gone up by 400% in 24 months. Zero customer service and the agent you do eventually speak to doesn't even work for bristol energy and is clueless. Avoid at all costs. ---- Update... thanks for the sorry but that will not work in tescos, you are still impossible to contact and talk too.

Switched tariff earlier this year and since then Bristol Energy has stopped taking my direct debits. Calling them is useless as they take your details, promise to call you back and then don't. So I owe them money and they don't seem to want to take it!!! I'm seriously thinking about switching. Bristol Energy - call me back, Today!!!

I am so disappointed it has come to this. Bristol Energy was my electricity supplier and was happy with the service until I moved house. All attempts to continue with their service failed as no-one seemed to be able to reply to my email requests/meter readings/new information, etc. All I got was a useless call centre service with so many promises of returned calls but no-one ever did. I eventually got through to Charlotte who, despite it not being her department, finally dealt with my final meter reading and took the final payment off my account which left me with a credit of £138. Charlotte was incredibly helpful and I’m very grateful she made an effort to help me despite it not being her specific department. I was assured that within 10 days I’d get it refunded. Almost a month later and not a peep. I actually don’t know if I’ll ever see my money again - the customer service is abysmal. Hopefully there is a regulatory body that are taking note of the dreadful way customers are becoming treated. I will NEVER recommend this company to anyone - SO disappointed that I’m having to resort to leaving a review like this but I’ve tried everything else with no response. I actually just tried calling them (again) this morning with no joy (other than being asked for my name and number and someone will call me back by Friday!). JUST GIVE ME MY MONEY BACK PLEASE!!!!!! (Just to add - this is now April - I left Bristol Energy in January) UPDATE Thank you for the refund - it was processed just after this review was posted. I’m relieved the account is now closed and refund paid but so very disappointed it took all this time, effort and a bad review to get the result. But relieved none the less.