"No bill"

No bill, even estimated for 12 months. Pretty sure there is a smart meter... Sent an online query via web site: Automated message said it would take up to 10 days to respond - It took much longer and that was only a 'holding' message. Query still not answered over a month later.
Just got contact renewal letter saying they have ' top-notch customer service'!!!
It also claims they are rated 'Great' on Trustpilot when their average score is 3 star - Surely that is fraud?

"Impossible to get hold of"

Impossible to get hold of. Can't create a new account on their website because "email address not recognised", despite trying numerous addresses. Called and requested a callback - never came. Emailed - never got a reply. And yet I'm still receiving letters saying my payment is overdue. If you'd make it possible for me to pay, I would! This company has taken up too much of my time already and sent me way too many letters saying my payment is overdue, when I've tried so many times to pay - changing supplier.

"Transparency"

I am continuing to use Bristol energy as I feel their tariffs are fair and transparent.
They are ethically a good company.

"Happy Customer Service!"

Have been with this company now for a year and have been very pleased with the service provided, so therefore have decided to sign up for another year!

"Oh dear!!!"

Oh dear! By far the most incompetent company I've ever had the displeasure to deal with... This is the second review of Bristol Energy I am posting. Unfortunately things have only got worse since my last review. I'll go over the first complaint briefly just to set the scene. The real disgraceful behaviour is what they have done since. So here goes:

Initial complaint that they tried to charge me for approximately 2 years gas usage in under 1 month due to an estimated read. How they estimated this is anyone's guess! Be sure to check your bill if leaving, they will try to rip you off.

I spoke to an 'advisor' who said it was clearly incorrect and should not have been sent out. I should do nothing and they would re bill me.

They then tried to take the money!

Thankfully I'd had the foresight they would do this and had cancelled my direct debit.

Despite numerous emails, telephone conversations etc, all of which Bristol Energy agreed it was incorrect, nobody was capable of correcting.

They then appointed a debt collection agency.

I sent all of the emails to the debt collection agency and they cancelled all action. This is an example of good business practice, something Bristol Energy know nothing about.

I then went to the ombudsman who I have to say are fantastic. I submitted all of my evidence, including email correspondence, a photo of my current meter read (several hundred below the estimated read) and then waited for Bristol Energy to submit theirs. They didn't bother as they have none.

During the time the case was with the ombudsman Bristol Energy continued to send harassing emails, text messages etc demanding payment and telling me my credit rating will be effected.

The ombudsman then made a decision in my favour, telling Bristol Energy they had to correct my bill, send me a written apology and apply a £50 goodwill gesture to my account.

So you would think that would be the end of it? No!

Despite Bristol Energy accepting the ombudsman decision, they have since reappointed the original debt collection agency. I have emailed them and again, they have cancelled it and sent back to Bristol Energy.

Again, you would think that would have ended it and Bristol Energy would do the right thing and just get the bill amended to close the case.

No! They have now appointed a different debt collection agency who phone me every day!

I now see this as a case of malicious harassment and am now seeking legal advice to take them to court. Their behaviour is utterly disgusting and I can't begin to explain the stress, anxiety and sheer amount of hours I have wasted since January trying to sort this out. Their customer service is non existent and they have no morals in harassing customers for a non existent debt. The fact that they have agreed the ombudsman decision yet still feel it is their right to appoint debt collection agencies to harass me on their behalf is utterly beyond belief.

I have contacted citizens advice and my solicitor and it seems I have a very valid case to take this utterly disgraceful company to court for compensation due to the continuing harassment they are instigating.

Be warned, this company should not be allowed to operate under any circumstances. Do not use them!!

"They are beyond useless…"

They are beyond useless and totally incompetent.

I have had a complaint active for NEARLY A YEAR which is still not resolved despite being escalated to the Ombudsman several months ago.

Their Customer Service is a total joke. They do not respond to emails and totally ignore messages left on their dedicated complaints handling line.

I cannot reiterate enough how strongly I do NOT recommend them!

I cannot wait (maybe another year!?!) until my complaint is actually resolved and I can leave this terrible company.

"I appreciate the principles of Bristol…"

I appreciate the principles of Bristol Energy's approach to supplying and the source of energy. I enjoy contact with the friendly and helpful staff. The system runs smoothly and without complications. In short I am a thoroughly satisfied customer.

"Utterly Awful"

Utterly Awful, worse than useless. Used to be great then got taken over and the whole thing has fallen apart. COVID has become a excuse to completely ignore people. Customer service? You'll be lucky!

"A bit mixed, good in parts."

Reasonable prices but website is a bit limited in terms of the information available to customers. Tendency to set monthly direct debit higher than it needs to be. Not quick to respond when this is questioned. Was owned by Bristol Council but has been sold so jury is out on whether this is affecting service.

"Like many other customers I too have…"

Like many other customers I too have had no reply from my query of increased monthly direct debit of over £30 even though I am over £300 in credit and going into summer months. I suspect part of it is going to pay for the energy I am using and the rest into an interest free loan to Together Energy.
It is frightening to think the only recourse is to switch to another supplier then face months waiting for return of my money. I wonder if Anna is going to be sorry for another negative review?