Eversmart Energy 

Just changed my duel fuel to eversmart, what a shambles, got sent wrong information via emails, even the wrong telephone number!!!! All information via emails was different from my account. I have been on live chat for 4 and a half hours, some issues resolved but not all, I have given up. I got the telephone number online,phoned promised a call back within 30 mins,still waiting 5 hours later. Customer service is absolutely atrocious, I don 't blame the staff, they have done their best, I blame the company, it is not good!!!! I wish I had never changed to them. Nightmare!!! Stuck with them for 12 months.

Do you enjoy sending emails to customer service only for them to be ignored?

Do you enjoy waiting on the phone for hours?

Do you enjoy a useless app and a website that rarely works?

Does a response (if you are lucky) within 2 hours via LIVE CHAT seem acceptable?

Do you enjoy asking to be called back later (well before 5pm) only for someone to call you back several hours later (not guaranteed a call back at all) and ask what the issue is just to tell you they can’t help you because it is now emergency only hours and the best they can do is 4pm the next day?

Do you want your bills to increase when you are on a fixed contract? Then be lied to by claiming that a 3rd party made a mistake and YOU WILL JUST HAVE TO PAY FOR IT? - Yes, this did happen and Eversmart did not get away with it in the end (we made sure to contact citizens advice) they even tried to put a nice spin on it claiming “Good customer service” by not enforcing this ILLEGAL price hike.

Do you want your Direct Debit to be cancelled and spend hours of your time trying to set it back up? When you eventually get through to customer service you are told that the direct debit is setup but each month you watch your bill grow larger as no money is taken. You get your final bill for £100s, after your contract ends, with no option to pay monthly? Even after asking via email and live chat for someone to call you so you can make the full payment (because I can’t spend hours on the phone waiting) only to be ignored!

Yes, I understand we still have to pay for our service (that is not the issue) but if you didn’t notice the payments were not being taken you might be in for a shock at the end of your contract. We also didn’t want any late or non-payment strikes/fees against our account for something we had no control over. I don’t think I’ve ever tried so hard to get a company to take my money. We were offered to make our payments over the phone (too little too late) but since it was a nightmare to get in touch with anyone this was not something I was willing to agree to. Only for the very final payment were we told that bank transfer is also an option, once again too little too late.

Hopefully Eversmart can improve their customer service because at the moment even if you have to pay a little bit more it is worth it to keep your sanity and deal with good customer service who respond in a timely manner.

Eversmart claim things like huge growth meaning they don’t have the capacity to deal with the incoming customer contact but this has not changed for the whole year we were with them and is no longer a valid excuse. We were told over they phone they have ~15 people working for customer service which is obviously not good enough.

AWFUL - no way to access and view invoices. Emails ignored and phone calls not answered I’ve been on hold for over 2 hours! I will be putting a complaint into the ombudsman

In Short!

1. Took wrong reading from old meter at change for about £30 worth more. Had to fight it hard for few weeks before they will budge. Luckily I had taken pictures of the meter readings that day myself.

2. Kept requesting to update new meter details on the system. Took them months and months.

3. Kept requesting to send me an up-to-date bills, either take reading from the smart meter or use the reading I submitted them regularly. They updated the gas bill after 7 months of being with them. They have still not produced an up-to-date bill for Electricity supply. I am on the 10th month with them. All I am getting billed is for standing charges.

4. Blocked my switch to another company. Phoned them to find out. I was 1 hour and 28 minutes on hold. Told me its a technical glitch and will be resolved soon.

Conclusion: I made a big mistake going with them all for saving few ££ . I regret it greatly.

On the plus side, the customer service agents are very polite and do their best to resolve the issues but .......

This company collected a payment a week after I left them. They have still not issued a final bill a month later. I am currently owed over £250. Have tried to call to resolve this - but there's a 2 1/2 hour wait on the customer service (!) lines so have emailed and wait with little hope for my money

OK, I won't hide the fact I chose Eversmart because of price.

But I had no idea just how bad the service would be:
* In the 1+ year I've been their customer, they've sent me estimated and inflated readings despite me having a smart meter that they installed
* I've had 2 ombudsman complaints awarded in my favour due to billing issues and lack of response from customer services
* I've had my entire bill set regenerated twice as they don't know how to handle a meter switch
* I still am getting estimated bills once a month and have no way to access my smart meter data online - they think that a little device is what the government had in mind when talking about giving customers access to their data
* I've been on the phone for 29 minutes now on hold waiting for a customer service agent.

This will no doubt be a company that doesn't stay in the picture long - so select with caution.

I was given the wrong tarif paperwork at renewal time and was told the system won't allow me to have a copy of the correct one. I am concerned that the terms are different as this tariff was 5 times more expensive than the one I sisned up for. I am being charged correctly though. I was asked for a start meter reading even though I have a smart meter. It can take a long time to get through sometimes but advisors are helpful when I do. Smart meter wasnt working and an engineer cameout quickly to sort it out.

Absolutely apalling, taking extra money for months then lying about refunding it. Changing tariffs without any notification to sky high prices. No response to emails, an hour on hold to no answer.

I’ve decided to switch away from Eversmart. After reading other reviews, I saw switch requests being rejected because a balance being owed. I called up and paid off my remaining balance.

Few days later, I find out both my gas and electric switch requests had been rejected. Email sent, response was administrative error. Try again with the switch.

I’ve received another notification from my new supplier to say the switch was rejected again.

I’ve now been on the phone on hold for an hour to get through. It’s a Saturday.

Avoid

After 15 months as a long-suffering customer with Eversmart - the usual story - No proper bills, no reliable meter data (even after smart meters were fitted), no communications when fixed rate term ended, unreliable website, 1 hour+ waits on the phone to speak with anyone, etc, etc), I am finally trying to escape to an alternative energy provider. However, although they can't muster much more than an auto-response to most messages you send them & their live chat isn't actually "live" (it uses "bots" to make you think there's someone there while the real agent is busy "spinning plates" helping one of several other customers all being held on ice in the middle of a chat), they did manage to leap into action to try to block my transfer to another company, even though all of my agreed DD payments are up to date. They won't succeed, as I've made it my life ambition now to leave and not ever again be duped into trading with a ramshackle business like this one. If you're thinking of joining them, DON'T. You will live to regret it, in spite of the numerous "spoof" 5 star reviews on here contributed by pseudo-customers with only 1 review to their name.

Alisha was very helpful and informative with the help she gave me today with the problem I had with my dual fuel account.

She gave me all the relevant information I required to sort the problem out.

Eversmart Energies online conversations work well with a speedy response from their staff. Very knowledgeable team.

Thanks again Alisha

Six weeks after requesting to transfer my gas and electricity to Eversmart I am in the position of having gas with Eversmart and Electricity with my previous supplier. I can't get a sensible response from Eversmart nor are they resolving the problem and trying to reach them by phone is a near impossibility.
Their staff, when you finally speak to them, are very friendly but I wonder whether they have too many customers for their size and can't cope with the workload. Either that or they are incompetent.
Unfortunately, all I can suggest is that you avoid them. My experience so far is the worst of any energy company I have ever dealt with.

Terrible customer service and little to no communication. They did not inform me that my DD was set up incorrectly and a year later they’ve have now billed me a whopping amount. I’ve tried to set up a DD to repay this with no confirmation and impossible to get through. I was email by accident a string of customers details which would goes against GDPR regulations. PLEASE AVOID!!!!!!

I am currently trying to call them, it’s 08.20 and the office is closed even though the automated voice says they open at .8am.
They are a complete shambles putting it mildly!
I am trying to change providers but they are refusing every application but can give no reason for it..... beware!!!

I would give this company zero stars if I could. Worst run company, website always down, cannot contact by phone or chat as lengthy delay. Emails take days to be answered. Now they are blocking our switch to another energy supplier. Cannot reach them by phone but if you choose option to become a new customer you get straight through. Eversmart are completely useless. If you are thinking you of joining them don’t bother!

Update Eversmart unblocked switch and then promptly blocked it again. I have spent a fortnight trying to sort this out and have now been assured yesterday that the problems are now sorted. Funny I will believe that when I see it. Live chat a joke they take all day to answer, phone calls put on hold for ages, messenger useless, even tried emailing the CEO Barney Cook and guess what no reply from him either. Service is extremely bad.

Such incredibly bad customer service and the worst suppier I have ever dealt with. I had smart meters installed then tried to access my bill online and their website was down for months. Trying now to contact them regarding payment as it does not match my direct debit but no response. I have now decided to switch - maybe now they will contact for payment? All round shocking experience.

Disgusting behaviour from the people who knock on your door and try and get you to switch companies. Told him that pre payment companies charge us all the earth when questioned his commission £50 per house. Told him that he is working in a deprived area he then told me to get a life. I work so do not appreciate that nasty remark from him or his girlfriend. Yes we live in a deprived area but we all work. So his attitude is disgusting and not appreciated

If I could give less than one star I would.
Do not touch this company. It is the worst supplier I have ever dealt with.
Too many issues to even list... will outline a few
Give you a deal, it ends and they don't tell you. Apparently your responsibility to check. Website was down for three months so no access to billing.
Smart meter doesn't produce readings, was told someone would call and look at it. Didn't happen.
Even though have emailed, phoned, instant chat, raised it with resolver no notes on system. Might as well talk to the wall!
Signed an email regards R?? No idea who that is, so unprofessional.
Can't wait to resolve my case and leave. In the hands of the ombudsman now.

Sent an enquiry and got a reply quickly from Alisha answering my enquiry.