SmartestEnergy Business Reviews 5,458

The advisor contacted me before I finished reviewing the quotes to see if I had any problems. The prices quoted were excellent and there was no pressure on us to accept. I went back after a few days and accepted the quotes with minor changes. Signing the contract and direct debit were straight forward, even if I did sign twice in error. All in all, a good experience

All my problems were resolved very efficiently.

I entered into a two year contract with this company through Love Energy and paid direct debits on a monthly basis for the electricity used . Depending on the time of year these amounted to anything between about £110 and a few at close to £200. I appreciate that a there is a time delay between the invoice being raised and sent by e mail and when the payment is taken. However having checked on many occasions I was happy with the amount to be taken and it was an oversight on my part not to do this with the final payment of the contract which i had assumed would be normal like the remainder.
It was only when I went on line to pay my tax that i noticed that £2831. 86 had been removed from my account! I went through my payments and checked the meter reading which was easy becasue a new meter had been installed at the beginning of the contract and realised that they had totally ignored the direct debit payments and charged me again pretty much for the full amount of electricity used over the two years.
Having presented them with my calculations they did their own gave me a credit note for £2831.86 with no regret that this was their mistake. I had left the DD open with them and asked them to put this money back into my account immediately as they were capable of removing it instantly. The answer given was that I would have to wait 30 days before this was done!!
The result was that I did not have the funds to pay the tax bill that this money was in my current account for and had to scratch around to sort this. They finally advised that the amount that I would receive was less than the credit note amount becasue I owed them about £40.00 by their calculations for electricity used over the change to another company.
When I suggested that they cancel this invoice in recognition of the trouble they put me to I had total silence from the customer claims team They also promised to get back to me with their comments on the fact that my spread sheet suggested that they had over charged me anyway! I might have over looked something but I don't think so and it would have been useful to have their comments about this.

My advice having gone through this nightmare is never use this company becasue if this happened to someone who might not have the reserves to be able to make alternative arrangements for banking shortfalls this would be a vey serious problem coupled with having to deal with a totally callous company who did not have the decency to correct their mistake in accounting immediately.
The sad thing is that having written this review you will note that there will be an automated response to it saying that they are sorry that I am not happy, but I predict that nothing or any compensation will be offered .

Xena was incredibly helpful. When we got cut off she called me straight back, which ought to be a standard thing but often isn't with call centres these days.

The team was very helpful

Was promised a phone call back it’s all I want to know is before they draw the money out of the bank how much it is I phoned now 3×3 times I’ve been promised they’ll let me know and yet they still haven’t

great experience ahsen, very helpful. very smooth and easy process and walked me through it all.

Laurence Coffey was absolutely amazing and his advice was clear & concise without any jargon. He explained everything properly and answered all my questions.

The sales team will say anything to get you to sign up and then will ignore you messages after that. I was signing up and along the way, it was admitted that an error occurred internally where someone forgot to action my renewal. Since then, I have managed to speak to one junior person in the team who openly admitted the issue, however blames management for a lack of outcome. Meanwhile my tariff has switched over to variable and now getting extraordinary bills. This has been the case for over 3 months and still no response, despite numerous e-mails and when calling, you get bounces around from team to team.

Initial experience, which we weren't asked to rate, was appalling. Quickly remedied by an "advisor" who was an extremely polite, enthusiastic, knowledgeable young man - and one who actually listened to our request for assistance. The ability to listen was sadly lacking in previous calls to smartestenergy and had completely wasted our time.

I finally found a really helpful couple of people at Smartest Energy. Jamie Lee in particular has managed to get the ball rolling on an issue that has been going on for 5 months, resulting in me not being billed for that time.
Hopefully we can now get this sorted.
Meanwhile I have just signed a new contract and it must be said the price is excellent. Thank you Jonathan for that.
Onward and upward

Xena is good to help she help me to setup my online logine to add my reading and keep my bills proper thanks xena advisor from smatestenergy

I have been dealing with Charles regarding a 4th business electricity contract and I have to say, the customer service received from him has been excellent thus far. He has exceeded my expectations and worked quickly and efficiently to make sure we have what we need correctly and in a timely manner.

Wendy was very helpful, knowledgeable and patient. More of yr cust service reps should be like her. Most importantly she took action (that I had been trying to action for months). I made more progress in 20 mins then I made in months.

Jamie Lee was polite and courteous and resolved the issues effectively

Excellent phone manner, call centres based in UK with knowledgeable staff, smart on-line processes refreshing and excellent experience in comparision to other business utility providers - their rates are also the most competitive on the market by quite some way with a variety of tariffs from ones with zero standing charge tariff and a blend of low SC charge and lower kWh rate

Amar was very helpful and friendly and was able to provide a good deal considering the energy market currently.

I have just signed up with smartest as they gave me the best rate I could find and Laurence Coffey the agent was great, clear and fast getting everything sorted