Eversmart Energy 

No response to emails, calls have 40 mins wait time. Sent final reading months ago had to chase up multiple times to get final bill. website crashing, invoices disappearing. Nice

I was having trouble figuring out how to change my direct debit date but I spoke to Alisha on the live chat and she was a star got it sorted in a matter of minutes! Real Gem that one, put my nerves at ease.

Have been trying to switch away from them for 6 months, they keep rejecting the transfer. No debt on the account. Website is awful and non functioning. Ringing the call centre is just as bad. They lack basic customer service skills. They started off excellent when i switched to them in 2017, now have slipped into the worse energy company I have been with to date.

Hayley has helped me a great deal she is a credit to your company top marks thank you Hayley

I had the misfortune of inheriting Eversmart as a supplier when moving into a new property in October 2018. Little did I know then what was in store for me.

Following a mix up, where the previous occupants where still being charged for my utilities despite the account already being switched to my name, I was contacted by a lady who represented herself as my account manager, albeit weeks after move in, to arrange for a direct debit to be setup on my account.

At this point, I was asked how much I would like to pay each month, which I thought was an odd question. I said that I wanted to pay a realistic monthly instalment that was taken from an annual average and split over the year, avoiding me high winter and low summer bills along with any surprise bills that arise from inaccurate estimates.

The response I got back was that a couple of readings would need to be taken to be able to offer a realistic monthly average, despite being on a smart meter, and would update the payment amount once the readings had been received over a 2 week period - but for the time being, they would start me on a monthly figure of £68. I said that I knew £68 wouldn't cover our usage as previous bills in my previous property, being slightly smaller in size, came in at a monthly average of £110 throughout the year. She disagreed and I proceeded with readings as instructed.

Once my 2 consecutive weeks of readings were processed, bearing in mind that it had taken 2 months to get this far, I was then presented with an account that had already reached £175 of debt - exactly the situation that I had been so clear about wanting to avoid, although I was told that this was based on winter months.

I asked again, to calculate a yearly average and divide into monthly instalments and to amend the payment amount immediately as to not let the account run any further into deficit. It was like I was asking for something completely out of the ordinary which was causing a mass, in-house meltdown!

At that point, communication from my 'account manager' began to break down, requiring regular chase ups from me - mostly to no avail.I tried calling a number of times, only to be kept on hold to the point of despair and surrender - There were times I waited for 45 minutes with no answer! My email requests to my account manager, for a call back were answered with ' we are currently very busy and can only call you when we are less busy' It appears that they never actaully got to the point of being 'less busy'!

After already putting too much time into a situation that I thought would be relatively simple to resolve, my journey of exponential frustration was well and truly underway, to which I'm sure came through in my tone. At this point, communication from my account manager came to a complete halt and no further responses were received.

Eventually, months later, I got through to another member of staff and explained the situation to him, to which he said that it would be simple to resolve. He would check my usage via smart meter and come back to me the next day with an up to date review on my account and a payment proposal moving forward. Did he contact me?! Did he.....!! I emailed him to follow up on the email address he gave me after a week of hearing nothing, and then a few days after again. No response at all!

A few weeks ago, I left a comment on their Facebook page to which I received a very quick private message in the way of an insincere apology which was clearly just a ploy to get me off their Facebook page and out of the public eye. I asked for a name and email address to a senior member of management. They were reluctant to pass this on and just repeatedly suggested that I messaged my query to them. Unwilling to have to repeat the situation to an unnamed member of staff who could not be held accountable and not wanting to draw out such a painful process any longer, I was insistent on having a name and email address of someone who could conclude matters and was finally passed on to their complaints department.

An email was sent on almost a week ago, explaining the situation yet again and included a copy of all previous communications with various Eversmart employees. I am still without a response.

To summarise, this is an awful company who's customer service levels are by far the worse I have ever experienced in any field. I would recommend anyone considering a change of utility provider, to steer well clear!!

They are great on pricing - and have been good. But when something goes wrong watch out - refund due, agreed, the reality of receiving it is a black hole. Months later, why do i have to chase, emails not returned etc, on the phone i am told its coming, now weeks ago. I have now raised it to complaint

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DAVE2765
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Absolute incompetence ( or fraudulent ?)do NOT make the same mistake as I did , I left Eversmart in Jan 19 only to find 3 months later they where still taking the monthly payment from my account ( yes my new provider did everything to inform them of the change, I have emails confirming termination of my account etc , tried to speak , email, anything to these people to sort it , this is when you realise your mistake ! The customer service is ( to be kind ) , pathetic !! You will not be able to talk to these people or get any kind of correspondence , same girl who transfers you and terminates the call , I’ve tried for almost 7 months ! Finally my bank refunded me the payments ( not Eversmart ) an I got an email saying my closed account was in credit by £158.00 and would be paid into my account in 5 days ,” guess what ! No refund as yet , they will not speak to you or deal with the complaint , no calls returned ( about 15 or so ) , left a poor review on trust pilot only to be contacted by a member of Eversmart ( Haley ) who said she would like to help , replied with my details etc and STILL no contact whatsoever , don’t be fooled by the initial low cost ( it goes up considerably after12 months and then the real incompetence starts to show . I now have to seek legal advice to get this sorted . AVOID.

Good prices but poor service. The staff (when you can get hold of them!) are polite and helpful but the company is very disorganised and there are frequent problems with the website. Nothing seems to go right first time

I've been with eversmart about a year now, set up a direct debit, which I think 3 maybe 4 payments went through fine, then something happened with a payment, I contacted them to reinstate the direct debit, they said it had been done, direct debit day came round, no payment left my account, no payments have left my account for 4 months now, although they say the direct debit has been set up.
I tried switching suppliers, which eversmart declined, they've made no effort to contact me, I don't see why I should chase a company to take my money when they can't be bothered to attempt to contact me, when I can leave this company it will be the best move I've ever made, at least I know other companies will make sure the direct debits are set up and payments go through!

I had been with Eversmart Energy for a year suppling me with both electricity & gas. On leaving this company in April I moved to another company for a cheaper deal but I am still waiting for my final bill. In the meantime they have still been taking £60.16 from bank account for the last 3 months despite me not being a customer. I am now in credit by £200+
Problem with recognising the smart gas meter they installed and unable to get readings!!
Tim Blackman NR8 6XS

Had great help with my smart meter from Hayley this Saturday morning. Went through a thorough process and got my problem sorted in a very professional way. Thomas

Wanted to get a bill produced. Used the chat function for a "painless and effective" request which was promptly actioned.
No hassle, just great customer service!

We have just had a Boiler fitted by two Engineers from Eversmart, They were excellent Guys Polite friendly professional did a top-notch job. When they finished cleaned up after themselves, could not fault them or their work, Thank you so much " Lee & Danny Great Job, The 5 Stars are for these guys.
The customer service We received before installation from Eversmart was abysmal so no stars for them!!!!

Pros - cheaper than most other providers.
Cons - Poor communication. Don't reply to emails. They did not take meter readings when they replaced old meter with smart meter therefore I have no actual accurate record of my usage for the YEAR, only estimated readings - which I know are way too high.
Unimpressed.

Spoke to a very helpful employee, Ben Latherman, on live chat today. Patient and informative!

I had the smart meters installed in less than a week after that has been a nightmare. I never had a right reading for both gas and electricity for more than year, they switched tariff after 7months and I never had a correct invoice.
I'll never use them again.

Supply was cheap and the service OK. But, the supply was put onto their SVR without warning and no annual review was published.

So, I decided to go for a fix with another supplier but Eversmart 'objected' and have ceased to respond when I send it a message. The intended move has now been prevented for almost three months although the account is in credit!

Been with this company for one year glad I have just left had nothing but problems can not log in to account can not get through on phone no one to chat on line live chat can only email and wait for days for response stay away look at reviews I wish I had done