Utilita Energy Reviews

1.1 Rating 605 Reviews

3 %

of reviewers recommend Utilita Energy

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1.1

Based on 605 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5

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Utilita Energy 1 star review on 16th November 2023

Alan

Utilita Energy 1 star review on 28th February 2023

Kyei Addai

Utilita Energy 1 star review on 20th January 2023

Miroslav Badi

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“This company is a disgrace. We changed supplier on the 1st Dec 2023, we have spent all morning trying to get a refund of over £900. We had a final bill but we are now being told that we need to get our new supplier to send the readings even though they were on their final bill. We keep getting passed from different depts then get cut off. Please AVOID at all costs Still NOT got our refund”

Helpful Report

Posted 10 months ago

“Having just set up my app after my daughter having it I found I was in debt on both gas znd elec after phoning wS told it wS power ups. I have never heard of this but they argued. Cut a long story short after 5 requests for full report of power ups I have rdcieved 3 statements. HVing gone through them I have 17 payments showing on my app that ate not on my statement. There are only 6 powerups showing when they reckon I have had 23.my app shows nothing for Mar Apr may and June but they are on the statement if you add them to what is on the app that's 48 payments but statement only shows 31. They are still telling me there is no problem.”

Helpful Report

Posted 10 months ago

“So I asked for a replacement in home smart display unit as my old one I had when I signed up with when going back along time now. Had accidentally been damaged.They sent me there new geo one. So plugged it in connected to Internet and it comes up not commissioned. Phoned up numerous times. They says it's not yet compatible with my main gas and electric meter then they Says they need to update it so its compatible on the DCC network grid. I've given up why send new second generation smart meter when you can't even connect to it. They then says don't know how long it will be just use the app. But the app does not always update. So whatever you do I repeat do not get a geo second generation smart meter as there still not sorted the connection issues with them”

Helpful Report

Posted 11 months ago

“I left Utilita 28/4/2022 a business account, tried to pay my last bill, when the bill came it ranged from me been owed £28 to me owing them £1200!! During my time with them I once received 28 bills in one day! Had the meter read 6 times in one week on two occasions twice in 2 days. I closed the business and they still won’t close the accounts and are still charging for electricity. I must have had at least 40 phone calls and each time assured it will be sorted….still not! Now received a letter saying it will cut the supply! A new business is in the unit now so this will only affect them. A truly TERRIBLE company!”

Helpful Report

Posted 11 months ago

“Waste of time. Trying to set up direct debit to pay gas and electric for over 4 years without any luck. They're refusing to even sort it. No clue why. They're just so awful.”

Helpful Report

Posted 11 months ago

“Utilita is rubbish as long as I am concerned. It doesn't cared about my interest for 3 whole years i had been with them. Utilita extorted money out of me. I way paying £100 for electricity that does not last up to a week. At a time i called and asked for a proof of address from them and there they made a silly mistake in spelling my name. I called and complained to them about it only for them to send me the same rubbish as before. Throughout the 3 years i was with Utilita was HELL!!! All they cared about was money and nothing more.”

Helpful Report

Posted 11 months ago

“Trustpilot reviews Review of Utilita Your review is pending.Read more Robbie RDBL Guy 6 reviews GB Rated 1 out of 5 stars Absolutely awful experience Absolutely awful experience. I had a cold caller st my front door. Who talked me into signing up. Which I did. I was told I would be switched over and would go live on a pay as you go meter which he agreed was alread installed. A week later I was told I would have to have my meters changed as they was not getting a signal to them. A appointment was made for a engineer to come out. Who never turned up. Of course we done the usual and rang up to be told another appointment would be made. 4 weeks on we get a bill for a late payment fee. ( we never asked to be put on a monthly bill. We wanted to be on pay as you go. So we rand up again and we was told yet another engineer would cone out. He cone out and said the meters was already pay as you go and all they need to do is send a signal down to the meters. We waited a couple of days and rang back up. Where we was treated Absolutely awful. So we decided we had enough and wanted to cancel and go back to our original supplier. They Absolutely refused to cancel the contract. Was very very rude. Of course we tried to fing up and speak to other people but as soon as we mentioned we wanted to cancel the tone changed.. This company uses intrapment to keep you as a customer.”

Helpful Report

Posted 11 months ago

“I can not get through on phone to talk to someone I only want to know why I have not got my warm homes discount sick of this driving me nuts listening to thier recored message for half hour now I'm getting very angry here I am a disabled pensioner and I really can't do this ffs help”

Helpful Report

Posted 11 months ago

“I used to work here, after being fired for no reason. On the first day was told "energy is not a human right" with a shrug, which was the company admitting to that fact people were not being served but didn't care. I worked in IT. Their database was in shambles. They had no idea whether people had paid off their debt or not so they just kept charging them. It was a clown show, there was one case where a customer had no electricity but was paying for next door neighbours energy due to metre mismanagement. The company just kept taking their money anyway, leaving them in the dark literally and emotionally. Unreal. They know what their doing (overcharging), they just don't care. They won't refund you, that's their business model, very similar to pensions these days.”

Helpful Report

Posted 11 months ago

“Avoid...at all cost.. Been waiting for engineer to come between 12 and 4pm for smart meter to be fitted....... 2nd booking as the 1st booking got cancelled from utilita... Received message at 2.44pm saying engineer be with u shortly.. Was still waiting 5.30pm So decided to ring utilita after 50mins getting to ask where engineers was.... Was told engineer been.. at 12pm been in all day one has knock on door... Or been near.. Put £165 on key in 14 days and heating not been on.... Was told price would be cheaper once meter would be fitted..to get right rate and usage...”

Helpful Report

Posted 11 months ago

“Absolutely horrible company. Have been a customer for a while and from day one I had issues. First, my meter is not connected as it is "Too Far" so they give you 32 digit code that you manually have to enter on the small keypad to top up. This happens every single time I had to top up. They provide you with the pad that you have your information in one place, top-up meters online, and all good stuff. Phoned multiple times about it and never receive it. Customer Service is shocking they just switch you from an agent to an agent. Half of them barely speak English. Paid fortune for the gas, £150 for a month in 2022 for a 2 bed flat everyone home working so barely at home - no heating. While my neighbour opposite paid only £60 with heating on. When phoning to ask about the rates they say Im on the normal rate however they can't see my usage as my meter is offline. Heard this one before many times. Now a cherry on the top. I moved house and for obvious reasons, I decided not to be a customer with Utilita anymore, however, I still had credit on my meter which needed to be refunded to me. (As said on their T&C). You call and you click through menu options to get to leaving department, after 10 minutes you hear that this department currently closed and it's open Mon-Fri. Called multiple times different days can't get through. I decided I will call to Join in department, suprise call answered within 10 minutes. When they hear that you after the refund they put you on hold and never speak to you again, or switch you from an agent to an agent. Clearly they don't want to refund you any money as they greedy. Finally I managed to speak with someone about it and they have issued a refund. It will be with me up to 4 weeks. Great finally... 4 Weeks later money still not arrived, I am not surprised as they never asked for my bank details. On the phone again same story, department closed, putting on hold and never hear back, switching from an agent to agent. Week later of consistent trying finnaly woman on the phone took my bank details and issued a refund that will be with me within next 5 days. Great. 5 days later guess what, still nothing. Week later nothing. Today is over 2 months that Im trying to get their attention, still haven't received my money and still can't get through to speak with someone. PLEASE AVOID”

Helpful Report

Posted 11 months ago

“I've had an outstanding issue with this company since I joined them in April 2023. With 9 out of 10 top ups being unsuccessful, having to contact "customer service" who are hit and miss for how helpful they are with most ignoring what you say and instead seeming to try following a script rather than giving actual customer service and promising callbacks which never happen. Should you ever request to speak to a manager, you will be told either they aren't in or they are in a meeting. After numerous visits from them to replace my smart meters, 3 seperate engineers 2 of which stated no issues, approximately 6 weeks apart, gone to energy ombudsman (found in our favour) they had 28 days to implement the repairs, they left it until 2 days before deadline to send an engineer and suddenly back board to meter rotten and fuse needs replacing before they can fit new meters. I personally have had to book the appointment with National Powergrid to have this carried out myself as Utilita failed to send a job ticket over to them despite a manager telling me that this had been raised with national grid (also advises that national grid appointments can take up to 6 weeks in my situation by Utilita, however within 24hours of my call tp National Grid they had sent an engineer and carries out the work requested ready for Utilita to fot the meters). And now just been advised that Utilita cannot get an engineer out til 4th January. So in minus temperatures we are unable to top up and Utilita dont care. What a joke of company!!!! Do yourself a favour avoid these like the plague, wish we hadnt have gone to them. Had nothing but problems since i joined these In the event your topup is unsuccesful be prepared for up to a 14 day wait just to get your money back to try again. Jokers!”

Helpful Report

Posted 11 months ago

“I’ve had an outstanding issue since last year Nov 2022 and it is still not resolved. Currently on hold to them as I type (I’ve already been on hold for over an hour- disgusting service) This is the worst organisation ever. The customer service is abysmal, after being on hold for at least an hour, you get passed around because no one wants to actually do their job and then on top of that, it seems like the phone lines cut off. I even contacted the complaints team only to be ignored??? Like how is this shambles of a company still allowed to operate???”

Helpful Report

Posted 1 year ago

“\One star for fitting meters . NO stars for after care. Only been with them ONE week and had enough. They put over £50 credit on my prepay meter for no reason. I had 3 days electric still in credit. No reason for it. I had tried topping up on my usual day but received call from bank someone had tried using my card so card had been stopped. After sorting this out i then topped up my usual amount . Thats when i found out what they had done.Charging me 25% pay back for something i hadnt asked for.”

Helpful Report

Posted 1 year ago

“AVOID THIS COMPANY LIKE THE PLAGUE! ROGUE TRADERS WHO WILL LIE AND TAKE YOUR MONEY EVEN WHEN YOU OWE THEM NOTHING! I TOOK MY CASE TO THE OMBUDSMAN AND WON! I SHOWED THEM TO HAVE FALSIFIED DOCUMENTS, MADE UP LIES, UNLAWFULLY TOOK MONIES FROM MY CREDIT WITHOUT EVEN INFORMING ME, EXAGERATED AND OVER INFLATED FIGURES WHICH I DID NOT OWE. IMPLIED FRAUD AND LIES WHICH I PROVED OTHERWISE. THEY NOW HAVE TO PAY ME ALL MY MONEY BACK, APOLOGISE AND COMPENSATE ME AND TO ANYONE WHO GIVES THEM A FIVE STAR RATING ON HERE WITH ENGLISH NAMED OPERATORS IS HAVING IT UP YOU. IN 5 YEARS I HAVE YET TO SPEAK WITH AN ENGLISH PERSON! UTILITA UNDERESTIMATED MY INTELLIGENCE AND NOW I WOULD BE HAPPY TO HELP ANYONE IN A SIMILAR SITUATION BECAUSE TRUST ME THEY WILL MAKE YOU OUT TO BE A CRIMINAL AND STOOP TO THE LOWEST IN ORDER TO WIN! Post your email address and I will reply and help and advise if I can!”

Helpful Report

Posted 1 year ago

“Absolutely disgrace wait ages to get through explain everything and then the phone line cuts off and it happens repeatedly. I am calling in for the 6th time now and expect the same thing will happen again and they do not call you back. The staff are also not helpful when you speak with them”

Helpful Report

Posted 1 year ago

“Original problem and complaint still not sorted made on 13/09/23. Engineer was booked today 15/11/2023 between 9am-13:00 to replace meter no show so text them. Receive text at 13:30 15/11/23 saying good news appointment is booked for 15/11/23 between 12:00- 16:00. No show so far 2 appointment have been agreed 1st for 04/10/23 this was cancelled with less then 48hr notice by them. 2 days wasted and 2 days loss of money received text saying there have booked engineer for 17/11/23 this is no good as people do work. I have not agreed to the 17/11/23.but quick enough to phone once reviews are left bit late”

Helpful Report

Posted 1 year ago

“Avoid this company like the plague. My father is terminally ill and I believe he was miss sold by a Utilita salesman who knocked on his door. For a start the tariff is higher than his previous contract with Ovo. Secondly I have a problem with topping up his meter and would simply like to resolved or pay his bill for him. The customer services is absolutely useless, you get trapped on phone lines going round in circles or have to wait for hours to use their online chat. None of the so called help staff seem to be able to help and just go though the motions or pass you through to the wrong department. The way my father has been treated is frankly inhumane. AVOID UTILITA AT ALL COSTS, they should be closed down by the regulator.”

Helpful Report

Posted 1 year ago

“Minus score if I could. Smart meter stopped talking to gas meter = no gas, freezing home with kids. Held on the phone for hours, lied to constantly about call backs, simply the worst customer service I’ve ever experienced in my entire life. Still freezing”

Helpful Report

Posted 1 year ago

“Put a £600 debt on the meter 4 years after the previous resident left and told me I was liable because I own the house when I lived elsewhere and paid my bills. 1 hr 50 mins on hold .Did not inform me of this in any way. Now with ombudsman and utilita dont mind telling lies, trust me, they're an absolute disgrace. Robin Hoods brothers, Robin B******s. Sly, underhand and think they're a law to themselves. I've given them address of previous resident but still taking my money. Implied that I might be a fraudster and a liar. More than likely been overcharging me at 58.5p a unit last month. Cut the wires from consumer box and taped wires up and hid them. Not one wire reaches the box and had the cheek to tell me that it was dangerous. The cover was off!! Whole house now needs rewiring. I, m a 60 yr old woman with major health issues and treated me with utter contempt. I have no decent words for them. Nowt but thieves.”

Helpful Report

Posted 1 year ago

Utilita Energy is rated 1.1 based on 605 reviews