Utilita Energy Reviews

Name: Utilita Energy
Rating: 1.14

1.1 Rating 615 Reviews

3 %

of reviewers recommend Utilita Energy

Company Reviews

Questions

Metrics

1.1

Based on 615 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
Returns & Refunds
Refunds Process	Difficult

Visit Website

Write Your review

Tell us how Utilita Energy made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“They state they offer great customer service -that is not true I found myself with Utilita when EverSmart went bankrupt - I was not informed in writing or advised what tariff I would be on it just happened I had no final statement or an option. Since then it went downhill I paid monthly by DD but always seemed to be adding funds. I decided to leave after four months as I wasn't impressed. I was told I was due a refund of £99 waited for it never arrived. I then had to contact Utilita to establish what was going on only to be told they had made an error and it would be £6 by then they had closed my account on line thus I didn't have any statements to refer to after many calls they sent me a final statement but obviously you only have their word. Six months later I kept receiving texts stating I had to pay £55 at first I ignored as I had left and thought it was a scam, yet they persisted kept texting (basically harassing) I AGAIN had to email to ask what was going on, they said they had made an error and refunded too much. I asked repeatedly for them to put it in writing explaining what had happened. No they send further final statement which differ to the one sent previously which doesn't inspire confidence in the company. Again various emails still no explanation and then threatening letters. I asked one last time for a letter explaining how this occurred again sent more differing statements. They pride themselves on excellent customer service, this is NOT the case they are relentless, constantly harass, are not transparent and cause people upset and undue stress. Avoid at all costs”

Helpful Report

Posted 4 years ago

“Terrible terrible terrible wouldn’t recommend them to my worst enemy”

Helpful Report

Posted 4 years ago

“Awful company and service. We moved into a house in 2019, & called them to change the details into our name & sent docs proving we’re the new tenants. A year later, we ring them again because the electric bill is literally ridiculous and they don’t have our details at all! Sent them again as “they never received them” and was advised we were due a refund, call a week later and they still hadn’t changed the details over & still hadn’t refunded us from weeks ago. Absolute joke of a company and we will be moving to someone else.”

Helpful Report

Posted 4 years ago

“well and truly overpriced, con you to change promising smart meter once you swap then say they run out of them and will be months to wait, with bulb I was putting £10 on my meter for gas and electric every week and it lasted, with utilita its only lasting 3 days and costing me double, so going back to bulb, promise you £15 of emergency only get £10, would never recommend them to anyone, bulb has my vote £77 per year cheaper than utilita”

Helpful Report

Posted 4 years ago

“Such a shambles, just not getting anywhere. I'd urge anyone reading this to think wisely. They're not cheap, and service and general courtesy leaves a lot to be desired.. People have had a good or great experience, so weigh both sides of the coin. Most negative reviews here are a case of when it goes badly wrong for them, so does everything else. Simply put.... Utilita took my supply over. I registered for the app. App didn't link readings to my accounts, so I got hit with a £800+ invoice 18 Months in, which was later reduced as wrong by around £150 because of a recurring trend in this story, Utilita error. Told payments would go from £73 to £170. Called and agreed a 4 week grace period to figure out finances, payment taken less than 3 weeks later. Finances strained to say the least Smart meters installed poorly. Both on pre pay, electric got sorted. Gas wasn't communicating. Told to manually give this. Complaint initially resolved with a 10% bill adjustment and a promise to get someone to fix my gas meter and provide the reader. Readings for gas given multiple times, but again never received them. No word back, so complaint reopened. Absolutely no word from them other than we'll contact you within five days. Which didn't happen. Without warning i was getting calls from a Suspected Spam number. Turns out it was from Utilita. Agreed to get another call back from the complaints team which didn't happen. Turns out that call was to book a visit... Wish i had known to expect the call. Engineer comes out, serial number for meter was wrong, now updated. Again 1st engineer at fault. Emailed again to advise this was becoming a joke and could I get some response. Also asked for a SAR and full investigation into the app, as this is the core issue here and Utilita should be able to verify i signed up for the app and therefore find why there was an issue. Responses came from Exec team advising they were taking my case seriously on 1st. Then asked a few days later when I chased them again if I still needed my SAR, even though they had still failed to respond to my complaints or offer any outcome that wasn't *we've fixed this, we good?" Turns out this was even a mess as it turns out they have switched my App to pre pay, so I can't even see bills.. My meters are fine, but wasn't sure if me, my key worker wife or 4 year old child were going to have power or gas at some point. I've given the company multiple chances to respond, and now i'm at a loss. The company were a factor in me taking time off for stress during the pandemic considering i now owed them a massive amount. I'm now even struggling to get a response from their Exec Team.... I'm having to cc the CEO in to every second email to prompt them. I've received official confirmation now the case is over 8 weeks and i've not had any attempt to resolve it beyond the Meter issues. So again, weigh up your options and if you hear that Utilita are taking over your supply, maybe think twice.”

Helpful Report

Posted 4 years ago

“So disappointing,”

Helpful Report

Posted 4 years ago

“My husband & I are both pensioners...my husband is 77 yes of age..I am 67...husband has numerous health problems one of which has just been diognosed life threatening...we applied for Warm Home Discount but I received letter this morning as stating we have been declined...they also state that we could get the WHD later in the year if we remain with Utilities...have tried to get in touch for hours but no contact at all...I realize that not everyone can be awarded this discount but I just wanted to know the criteria was to be eligible for it. ....Customer Service is a joke!!!!”

Helpful Report

Posted 4 years ago

“What an awful company..... terrible customer service....... worst experience of my life..... many sleepless nights...... Do not use DO NOT BE TEMPTED”

Helpful Report

Posted 4 years ago

“Is the worst Electric and Gaz company in the UK................ Utilita been charging me over ten pound a week for Gaz that i don't use and double charge for electricity every day of the week.. I am going back to my British Gaz that i took for granted”

Helpful Report

Posted 4 years ago

“Declined my warm home discount when put in 3 months ago, i am also under mental health and sent evidence but still got declined not sure how? Joke they dont get back in touch either and want you to ask family members to be customers No thanks when you cant honour me as a customer”

Helpful Report

Posted 4 years ago

“I moved to Utilita in 2018, in July this year I got a letter saying they were adding £403 debt to my meter from my old supplier!! They r now taking 25% of every top up it’s a nightmare at the minute especially with me and my husband being on furlough. When I left my old supplier I was owed money worst mistake I ever made moving to Utilita the people you speak to either don’t understand a word u say or they just totally ignore what you are saying. I am still waiting for a manager to contact me from July. I will b changing supplier once they give me my money I have already paid back for debt that is not even mine! STAY CLEAR!”

Helpful Report

Posted 4 years ago

“Had nothing but problems when contacting Utilita for various issues. Only reason I have stayed is due to the fact that I would probably pay more with other suppliers. I use prepayment, which works ok for me. However, out of the blue, I had a message on my smart meter stating that they were going to be deducting around £500, by taking %35 from every payment made. I use prepayment, so there is no way I owe anything. Absolute scammers. It also takes about 3 hours to get through to contact them!”

Helpful Report

Posted 4 years ago

“Nightmare when trying to leave. No notice taken of online moving form and bills sent out to old address after I had moved out. Final bill was way too high for an empty property but told this was an industry reading and that cannot be changed as the new occupiers had changed supplier (very sensible people!) Debt recovery people calling when I had not even received a bill to my forwarding address... I have called 5 times and no closer to getting a sensible response.... avoid...”

Helpful Report

Posted 4 years ago

“Top up 35 pounds, payment rejected, no top up, but took my money from my accont. New online payment is rubbish, to many problems”

Helpful Report

Posted 4 years ago

“My wife arranged to switch energy suppliers to Utilita and we were given a date of the 11th of September for our smart meter installation. The smart meter install was cancelled due to low stock supply. We then had our gas supply cancelled by our old supplier after the switch day and Utilita did not carry on our supply on the 12th of September. My wife called at 10am on 12/09 to say that our supply had been cut off. She was promised a call back within 30 minutes which never happened. I then called back 2 hours later and waited 50 minutes to speak to someone.I was then also promised a call back within 30 minutes which never happened. I had to call back a third time another 2 hours later and logged a complaint over the phone about the terrible service and lack of heating and hot water. We had to cancel our planned day away to stay in all day trying to resolve this issue or even speak to anyone who was interested in fixing it. While I was on the phone logging this complaint and trying to get our hot water and heating back on, my wife received a call back saying that an engineer would be out to fit our smart meter and this would then resolve the gas issue. She was told that the engineer would be out within 4 hours or we would receive compensation. 4 and a half hours later at 6.30pm, the engineer arrived. My wife was given a link to leave a review on Trust Pilot, which she accepted. She wrote about our experience and an advisor said they would call her at 9am Monday morning. This was obviously just for show as nobody had called her at all on Monday. The smart meter engineer was good and was obviously busy. He finished at 8.30pm and we still had no gas or heating supply. My boiler had an ignition failure and the engineer said he would be unable to fix it and this was most likely caused by the lack of gas supply and the multiple attempts to restart the boiler. I called Utilita again and they said that I would have to pay for a plumber to look at the boiler and write a report on the issue (I have attached the report) to confirm that the lack of gas and the multiple restarts had caused the boiler to break and Utilita would reimburse me if this was the case. I had to wait until Sunday (13th) morning and pay for an emergency call out for a plumber to come inspect the boiler. The ignition had broken and he could not get the part until Monday morning, leaving my, my wife and my 2 young children without heating or hot water for a second day and night. The plumber arrived first thing Monday 13/09 morning and changed the ignition which then fixed my boiler, costing £108 in total. I had to take half day unpaid from my work to wait in for him fixing the issue leaving me £67 out of pocket also. The level of incompetence and total disregard for our concerns/welfare has been unbelievable. I have never received such poor service from any company ever. You left us with no hot water or heating over a weekend when I have 2 young children in the house and have caused issues with our boiler to top it all off. We also never got a home meter when our smart meters were installed.”

Helpful Report

Posted 4 years ago

“theres only bad reviews here, which company doesnt have any by the way, Read TRUST PILOT”

Helpful Report

Posted 4 years ago

“Worst company I have even dealt with. Bill incorrectly do not help complete scammers! Miss old me there products charging more than DOUBLE my previous provider charged me. I have solar panels yet they will not investigate send a engineer or apply the metre reading I gave! Never send me documents that I request. Ignored the subject access request I sent in MARCH. Lied on the ombudsman complaint they are absolute crooks customer service is shocking they are abusive rude and unbelievably unhelpful. Paid a bill I shouldn’t have just so that I can get away from them. Cut my supply of numerous times never make up for anything they do. 90%of these reviews are guaranteed a fake STAY AWAY GO WITH EON THERE RATE AND SERVICE ARE AMAZING COMPARED TO THESE SHARKS YOU NEED SHUTTING DOWN”

Helpful Report

Posted 4 years ago

“Disabled, and left with no gas for 5 days! Lady just huffed at me telling me to “just get on with it” and the manager was no more help than she was, which is NADA! I’ll do my upmost to make sure I tell everyone to AVOID AVOID AVOID!!!”

Helpful Report

Posted 4 years ago

“I am such a fool , I never listen when I see reviews explicitly warning not to sign up with Utilita. It is a scamming company. I got such bad customer service when I needed help the most. I could not believe it , they basically said you signed up with us now so we dont care , you are stuck with us for a month. I am so heartbroken. By the way , I am paying around twice what I used to pay with Boost. Thank you Utilita for the huge life lesson on nnever trusting companies that call you constantly for months. Really, thank you. And I am leaving this company. Thank you”

Helpful Report

Posted 4 years ago

“2 hours of gas yesterday been charged £3.14 and been like that for over a week now not used heating just 2 hours on for hot water a day what a joke this company is ripping people of with smart meters theft from pay as you go please don't go with them unless you want to pay stupid amounts of money to them.”

Helpful Report

Posted 4 years ago

Utilita Energy is rated 1.1 based on 615 reviews