"Kimberley"

Kimberley was very helpful, informative, pleasant and sorted all my issues. An asset to Bristol Energy.

"Sold me a dream, supplied me a nightmare"

My first bill had 4 meters registered so it was double what it should be. After numerous phone calls, they removed 2, but they still calculated the bill wrong. After half a dozen emails with full pictures of meter readings and explanations as to the problem, I got no reply. After speaking to 5 people on different occasions and 2 months later they still cannot make the simple change to my bill. They all promised to sort it and no luck. Just spent over an hour on the phone and when they answered they put me on hold for another hour and then said leave a message. Sold me a dream, supplied me a nightmare. A week after the reply saying the billing team will look at it and still nothing. Looks like they ignore their own people as well. At least they are consistant with their customer service even internally

"Not Worth it, terrible customer service"

If you read this, don’t do it, not worth it all, customer service is -5, worst people on the phones and left me with no electricity for two days, I repeat if you’re reading this there no point I promise you, #EndBristolEnergy PS I don’t want no HR message replying to this like you’re going to resolve the issue, I shall be at your offices first thing tomorrow 8am sharp, expect me bright and early. :)

"Bad customer service"

With reference to the above account, I received an email (07/01/2022) to inform me of a need to increase my direct debit payments. These were going from £69.38 a month to £106.00 per month, without my permission.
Having just received my bill (10/01/2022), this states I have paid £346.90 to Bristol energy. I have used £218.84 worth of gas & electric leaving my account £128.06 in credit. Therefore I see no reason for my direct debit to increase yet. I read the part of my bill entitled ‘Personal projection’. This is my very FIRST bill from Bristol energy, so why presume I will be using £141.21 worth of energy more over 12 months?
Please leave my direct debit at £69.38 until such time it needs to be increased. The £36.62 a month or £146.48 per month will be better off in my bank account ready to pay any shortfall in my payments.
I've called customer sevices 3 times a day at 30 mins a go to no avail.
UPDATE. Finally got an answer and lady cancelled increase in payment.

"Incompetent is putting it lightly."

Incompetent is putting it lightly.

They fitted a smart meter without giving me the required information, said meter wasn't fitted properly and after 4 months they still haven't fixed it (despite at least 6 phone calls and emails). I was already paying x2 more than what I was using (just moved into a new house on my own) and had asked them to modify my DD based on the first 2 months, they said they would and didn't.. they have now estimated all of my readings for the last 4 months and decided to UPLIFT my bill by 75% (fixed contact, nothing to do with rising energy prices), despite someone at BE supposedly putting a note on my account for the direct debit to not be uplifted until the readings are submitted.

Overall they are useless. Avoid at all costs as it's not worth the stress or hassle dealing with them

"An anxious 3stars."

I do want to believe in Bristol Energy. I was dismayed when the company was sold/taken over/or whatever process by Together Energy. The idea of a local energy supplier was an appealing one, but possibly unrealistic due to its size in a large & competitive market. My experience with BE has been ok. With the reservation that I was asked to increase my DD even though the end of my fixed price deal had not been reached. I realise that the energy market is very volatile at present & hope that my new fixed price deal will hold. So an anxious 3 stars.

"clear explaining"

clear explaining
straightforward process
good app and easy to use
not any problem with the supplier,at the moment.

"Impossible Conduct"

Customer ref. 200406734
Issue: meter readings and switch

Moved 12/11/21; switched gas and electricity to Bristol Energy (from Utilita); switch confirmed.

Multiple times have tried to call and write to BE without getting any response.
I moved and switched 12/11/21 for both gas and electricity from Utilita.
BE sent the final electricity read to Utilita from that date (so far so good).
BE however registered the new account in the system from 08/12/21, a month late.
BE noted to Utilita that BE have provided gas from the 13/12/21 but NOT provided Utilita with a final read (lacking info and wrong date!)
Tried to get in contact with BE multiple times. BE say can’t “backdate” to “before account creation”, despite the electricity date being correct.
Utilita needs the final gas read from the 12/11/21, as was done for the electricity ASAP!!!
I have now paid both providers during this time and Utilita refuse to close the account without the information from BE.
Utilita have now charged me based on Bristol communication and Bristol is charging me based on other information. I’m paying twice for utilities switched 12/11/21. You really couldn’t make it up. I expect a call asap. I have emailed regularly and even got a no-reply demanding I email less. BE are unavailable by phone. I await a call asap.

Update: BE interestingly replied with an email that is conveniently pushing blame on the customer and arguing “process” only underlines how bad BE service is. A switch may take weeks to process, but the relevant information is the date and associated meter readings at time of initiating. I know because of switching before. The matter regarding the gas debt from previous tenant was resolved in a prompt manner. BE has not provided information to Utilita to complete the switch. Why argue such nonsense and put blame on the customer when obviously wrong? This needs sorting and both supplies dating to 12/11/21 when the switch was initiated.

Update2: Today a bill arrived from SSE for the time from initial switch to the date that BE effectively opened the account. There has been no contact of any kind with SSE. There is no way they could have private information.

"Owed hundreds of pounds from them"

I am owed hundreds of pounds in credit for my account that I closed in early December AND they just took another payment of £86 from me. No answer by phone or email, absolutely shocking.

"Avoid like the plague part 2"

IN RESPONSE TO CARA: HOW MANY TIMES DO I NEED TO SAY IT, I DONT HAVE AN ACCOUNT. I AM NOT GOING TO ADD MY PERSONAL EMAIL OR PHONE NUMBER TO A PUBLIC WEBSITE AM I. WHY CANT YOU ASK FOR FURTHER DETAILS VIA TRUST PILOT AND I WILL PROVIDE YOU WITH MY CONTACT DETAILS? THERE IS NO POINT TELLING ME TO CALL YOU WHEN NO ONE ANSWERS THE PHONE OR RESPONDS TO EMAILS IS THERE. THATS WHY EVERYONE IS POSTING NEGATIVE REVIEWS ON TRUST PILOT. I WILL BE SEEKING LEGAL ADVICE YOU BUNCH OF INCOMPETENTS. a review recently regarding getting threatening debt collection letters on 24th December, even though I didn't own or live in the property for the period in question. Despite being told on the 23rd December I wouldn't need to pay this, inhave today received ANOTHER LETTER saying its a final notice.

I tried to phone but have been on hold for an hour!!!!!

I emailed a complaint and the automated response says "we are too busy" to respond, phone us. You couldn't make it up!!!!!

Can someone private message me so I can arrange a call to me.

You are an absolute disgrace of a company, 9 of the last 10 trust pilot reviews are 1 star. Shocking.

Please do all you can to avoid this company. If you are moving to a property that has Bristol energy, do all you can to move from them.