Utilita Energy Reviews

Name: Utilita Energy
Rating: 1.14

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

“On the phone for 55 minutes got through to Yong lad said we would like to change meter he put back 40 minutes later some woman said need to change meter did not have a clue back on hold 15 minutes came back with a email for servicing no phone no for them reply might take 5 days this is a joke”

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Posted 3 years ago

“Very poor experience with this energy company. I have on going issues with their new smart meter. I spoke to a phone handler and requested to speak to a manager and was told no manager was available. I phone up a second and after waiting over an hour a phone handler said to me that the manager was busy and to call back. I was then told that I must log a complaint which I said no to and wanted a manager on the line. I could hear the phone handler speaking to someone who seemed to be a manager but that manager said that to put me on hold and log a complaint which I politely said no to. After so many tries I could to speak to someone but only this time it someone who a little higher than the call handler. Speaking to the call handler didn't do much favors and same for the person who tried to assist. It seems the managers are avoiding taking my call and this is down right poor from the side of utilita. I need these smart meters out and it has been eating away at any tops I put on.”

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Posted 3 years ago

“Topped up and payments still not registered leaving me in dark until it’s on , this is every other week now , on hold 30 minutes now , live chat doesn’t work after filling out forms and waiting 5 minutes , if your moving home u can speak to someone instantly but hold for everything else,the options calling up only basically allow u to speak to them if ur moving home it’s ridiculous this will be one of the last times”

Helpful Report

Posted 3 years ago

“AVOID AVOID THIS COMPANY AT ALL COSTS My mother was always with scottish power since 1999-2000 and would never change suppliers around 2016 utilita sales men where going door to door trying to get people to sign up to there supply with there Smart meter and apparently cheaper deals than other suppliers, my mum decline multiple times and then they left. In 2018-2019 a guy from utilita came to my mothers door told her he was there to install a new meter which he was installing a utilita meter he left her 1 utilita card to top up her meter and then left. No instructions or smart meter, my mother contacted the company for them to say they where out of stock of smart meters. My mother contacted scottish power and they said we switched to utilita in 2016 which we didn't as we declined the offer to the sales man, I her son contacted utilita to ask for the contract and signature that was required at the time when changing to utilita which we received no reply or call back. In 2020 my mother finally received her smart meter from utilita which is a hazard and not safe to use, the readings are also incorrect and always having problems or down. In 2020 without being told another guy came to our door to install utilita for our gas which he did then left a gas top-up card, I contacted utilita once again with no luck. Our gas meter became faulty so we had to contact utilita and we where told that a guy would be out sometime this month to replace the gas meter so they told our gas would be on 247 untill the maintenance guy has replaced the meter and the £10 odds we had already on the meter would be restored but after the 3 weeks it took for the guy the replace the gas meter utilita never replaced the £10 odds we already had on the meter and charged us over £100 for gas that they supplied us because of there faulty meter. THE NEW GAS METER THEY INSTALLED IS PLACED SO LOW U CANT EVEN READ THE SCREEN ON THE METER I'm currently in the battle with utilita to change back suppliers to scottish gas. Contacted my lawyer. SHOCKING.”

Helpful Report

Posted 3 years ago

“An absolute joke of a company . Customer service hung up when I got through . Took over my account from British Gas without my permission or had any contact prior to doing so . Felt like being scammed avoid this company at all costs”

Helpful Report

Posted 3 years ago

“After 4 years of fighting to have an incorrect bill on my account removed, and virtually all of the issues raised by other reviewers. Yesterday they finally advised that this debt had been removed from my old account and I would not be hearing from any further debt collectors. But this was only after a 2nd complaints to the Ombudsman Service, and copying my MP into an email of complaint (funny that they should resolve the issue after this). After reading these reviews I also contacted the Information commissioners Office (ICO) as they had incorrect information on my old account and had shared my details with the debt collection agency without my consent. Tomorrow I will be contacting Ofgem. I advise anyone who can’t get their problem resolved to contact the Ombudsman Service (you will have to prove that you raised the complaint with Utilita at least 8 weeks ago). They will need evidence of. Take a photo of emails you have sent to them and keep a screenshot of your calls to Utilita as this will evidence how long you were on the phone. The ICO is very similar. Putting complaints to these companies seem to bring resolution, so I’m encouraging anyone who has issues with Utilita to do this and hopefully the company will be investigated. Very easy to do online. You could do both in an hour if you are to the point.”

Helpful Report

Posted 3 years ago

“I sent an email in September informing Utilita that the smart meter was faulty with no response contacted them again this month as expected to enter a 60 diget number on the out side meter after topping up engineer came out 18 October (took day off work) engineer advised if it happened again Contact utilita as the meter is old and will need changing contacted them on Friday as yep same thing again even tried to enter the 60 digit number twice while on the phone with customer services. invalid 😟told engineer would attend my property the next day between 12 and 4 was really happy as I have health issues and need my heating. Low and behold no engineer turned up and on contacting them again told someone would call me back to arrange a further appointment guess what it's Tuesday haven't heard a thing meter ticking over nicely while I have credit that can not be added. So I have a smart meter which is not fit for purpose and a provider who couldn't give a toss about my quality of life which I am paying for. 🥺”

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Posted 3 years ago

“If i could give utilita no stars then i would. They absolutely rob your money. Say their going to get engineers out within a few hours but their engineers dont like to travel so they refuse to send one. Leaving little kids and babies with no heating hot water and unable to have cooked meals.”

Helpful Report

Posted 3 years ago

“Been waiting months for meter change. Cancelled in August and no update since. Then told I am not getting cold weather payment. Now I know why I should contact ombudsman. Disgraceful more so since you were recommended”

Helpful Report

Posted 3 years ago

“Worst company in the world. I will be contacting ombudsman. This company will lie to you and take your money. Don’t trust them”

Helpful Report

Posted 3 years ago

“Wouldn’t even give you 1 star! Signed up in April this year, tried to book meter install on the App to no avail several times,have had no response whatsoever to messages left supposedly to be answered within 5 days,can’t get through on phone at all! Just so frustrating as I am on pre payment meters of which one is now displaying battery! I switched to Utilita from People’s Energy because they were useless and look what’s happened to them!”

Helpful Report

Posted 3 years ago

“They don't deserve for any star, absolutely rubbish service provider”

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Posted 3 years ago

“I would mark this as 0 stars if I could for their absolutely shocking catalogue of errors. Utilita took over our account in Jan 2019 and we left them in Nov 2019. The bills we have are a complete mess - a mixture of customer and estimated readings on the same bill (how? When you submit readings you have to do it for both rates?!), incorrect recording of Direct Debits taken; very confusing pricing information. Then discovered they were still taking a monthly DD 6 months after we had left. They paid some but not all of this back in April 2020. Then in July 2020 our current supplier (Bulb) put our DD up massively. Turned out that months AFTER we had stopped being a Utilita customer, Utilita had 'disputed' our closing readings (which had months before been accepted) and unbeknown to us, submitted new, completely FALSE readings to Bulb, making it look as though the original readings were much lower and therefore we needed to pay for thousand of units....which we had already paid for while with Utilita. It has taken me weeks to sort out and recalculate where we should be and what Utilita owe us - several hundred pounds. I submitted my comprehensive complaints letter to them on 16/09/2021. I had to chase twice before receiving a phone call on 30/09/2021. In that call I had to go over much of the complaint already detailed in the letter - it was as though the person had not read the letter AND then follow up sending more info including resending things from the letter to convince Utilita with clear evidence that they are clearly in the wrong. The customer service rep said he would call me back at 10am the following day - 01/10/2021 - once he had investigated further (having tried to fob me off that the changed meter readings were correct when they are not - I have a photo from 01/11/2019 showing we had already used far in excess of what they are trying to say we had used on 13/11/2019 at the end of our contract). To date (it is now 19/10/2021) and I am still waiting for that call. I have chased 5 times and the only thing I have had is an automated text which can't be replied to asking for the information I have already sent. It is beyond a joke how poorly this has been handled at every conceivable step of the way and I find it very hard to see that this is not just a catalogue of errors but instead fraudulent & negligent behaviour on behalf of Utilita. Had I not spent countless hours of my own time on this - for which I do expect to be properly reimbursed - Utilita would be keeping hundreds of pounds of my money AND caused us to overpay for electricity already covered with them to our current supplier. As I am getting NOTHING back from Utilita despite the seriousness of the complaints levelled, I will be contacting the Ombudsman, Which, MSE and anywhere else I can expose this shocking behaviour. The complaint ref should anyone at Utilita actually deign to look at this is 159020249. I won't be holding my breath though....”

Helpful Report

Posted 3 years ago

“Gas smart meter not worked from day one.Tried umpteen times to speak to an advisor,always put on hold and hung up after 30mins,fuming.Only joined the company on 6th Sept.Biggest mistake I ever made.To call them cowboys would be a disservice to cowboys.How do these liars get away with it.I was told my W.H.D was safe when I was being induced to join.Something tells me that wont be coming to me this year And yes...two weeks after joining company on pre payment I was sent a bill for £20 and then reminders and final demand !!!.If any one joins this thriving useless money grabbing mob they must be crazy.I was.”

Helpful Report

Posted 3 years ago

“Sent through bills threatening bailiffs to "new occupier" after I've lived here over a year. 45 minutes waiting on the phone to be passed through three people (waiting for a further 10 minutes on hold each time), cutting me off as I'm saying "please don't put me on hold". They eventually just hung up on me. Live Chat said "no advisors available, try again later." I see they're being investigated by Ofgem and before that were fined £500k. Absolutely fraudulent outfit that should be closed down and the directors charged.”

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Posted 3 years ago

“Been with them a month! Paid my bill and they say they haven't recieved the £115 that I've paid. Can't get through on the phone and they never respond to my emails. Won't be paying another penny until that money is found!”

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Posted 3 years ago

“A year since i moved to a property with a Utilita smart meter.Firstly 2 and a half times cost of BG at my previous property.Used the app at the start and loaded up the account.The money went into 2 different Utilita accounts and no credit for my cash.Used the phone line and finally got energy which showed a different Utilita account name.Unable to trace where my £200 went despite sending bank copies and using the app via Utilita themselves.This company is ripping off its customers and if the customer service is anything to go by they must be treating their staff just as bad.”

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Posted 3 years ago

“Absolutely diabolical service avoid this company at all costs, ive just had a £173.00 bill from this company for my business premises, I Normally pay £73.00 a month. I've sent meter readings in every month,with out fail, now to be told I owe them an extra £100, I only work 4 days a week in a little lockup shop, their customer service is useless, the guy on the other end of the phone, was very rude, and totally incompetent, no help at all. Im so glad I'm out of contract with them now, and definitely moving company, there service is abysmal. 😡 they don't even deserve 1 star tbh.”

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Posted 3 years ago

“Had to go to a doctor's appointment but cancelled it to waiting for a meter install, didn't show up and I waited in all day!”

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Posted 3 years ago

“My bills doubled over night not what I was promised now im really struggling everyday and they just don't care STAY CLEAR BE WARNED MISERY AWAITS ANYONE WHO DEALS WITH THESE”

Utilita Energy 1 star review on 11th October 2021

Helpful Report

Posted 3 years ago

Utilita Energy is rated 1.1 based on 605 reviews