Yü Energy has mixed reviews from customers. Customers particularly appreciate service and professional, though some mention concerns about customer service and communication.
BLATENT LIES TOLD TO ME They wanted to switch me over to a PAYG meter, which I didn't want. They said they were doing it on a Friday so on Thursday had a one and a half hour conversation with someone that cut off at 5.01pm because the office shut, Next morning I spoke to someone and they guaranteed me my meter would not switch over, and literally did whilst on the phone to him. LIVID
This review is solely to note the exceptional customer service from Yu colleage Ritica. I had a number of major issues on my account, primarily arising from the need to switch over the contract from my recently passed away father to my name. Ritica went above and beyond to resolve the complex problems on the account. Her commercial and management IQ was far above my expectations and a guiding light in what was a difficult situation to manage. I note that this was after several bad experiences with Yu's billing system and other confused customer service agents.
After signing a 3 year contract with Yu, they inexplicably changed my meter to PAYG, even though they had billed me for electricity & there was a DD in place. Yesterday, during lunch & at our busiest period, the electricity was disconnected. We had to close our premises as we could not trade. After a 50 minute wait, I was told I would have to top up, which I did. The following day, the credit ran out as most of it had been used to pay the bill which is on DD. Again no electricity & I’m currently waiting to speak with someone. So far I’ve been waiting 45 minutes
Our Sales Advisor, Demetrius, made the whole renewal process easy.
No description available yet.
Website
yuenergy.co.uk1,000 total • Write a review
Pat was very helpful in setting up the portal for my account woth YU Energy. We encountered a technical glich but she was very quick to send an email to the technical team and i'm waiting for response from them. Pat ie defintely a credit to her company.
Quick response from an advisor called Connor. Very helpful and professional. Although issue isnt resolved yet, he has referred it to an IT dept.
Exceptionally lacklustre Customer Care Having spent the last four days and countless hours chasing Yu Energy to resolve a simple change of tenancy and reconnection of supply a resolution which was guaranteed to both the landlord and managing agent has yet to materialise. Commercial teams are quote "not customer facing" so not possible to make any contact to resolve issues directly. Its appalling that you can connect to their new sales team in under a minute but it will take the best part of four days to speak to anyone in customer care without refusing to hang up. Having raised two cases with Yu Energys various teams I will be reporting this company to the Energy Ombudsman for further review.
We have had a billing issue with an overcharge of £6,600 after Yu fitted their Smart Meter but no-one at Yu Energy answers emails and you can't get any answer on the phone - absolutely useless. Contract is up in October and I wouldn't touch Yu Energy with a barge pole. Steer clear. Update - Vish was very helpful on the phone after 30 minutes of hold but the call from the complaints department was extremely disappointing - They basically told me to get lost. It's the Energy Ombudsman for this one. The response to this review indicates that they are going to contact me to explain why they won't be refunding the money they have overcharged me. I have asked for a Deadlock Letter so I can take it to the Energy Ombudsman but so far without success.
We’ve been a customer for several years. We had trouble with getting a smart meter installed as they cancelled the engineer at short notice on several occasions and wasted our business time as we are a hairdressers and have to close for this. The renewal contract they kept emailing was in a different incorrect company name and after several attempts they could not correct it. We are currently trying to move to EDF and they keep stopping the transfer . I rang them once and they said the date renewal was wrong by one day! EDF amended this and YU energy have stopped it again. I can’t get through to their customer service department at present due to high volume of calls to find out their excuse this time. We have had enough of them . They are the poorest company I have had to tolerate to date. I don’t know how they get over 3 stars. I wouldn’t give them any. The government aren’t regulating them so they are getting away with dirty tactics. Poor show YU Energy
Stay away from this company!! Wanted me to agree to a £50 a day standing charge then kindly reduced it to £35 per day. I didn't agree but they still put me on that deemed rate. After lots of back and forth over nearly a year they proceeded to cut my power off even though I was paying on a PAYG smart meter. AVOID AT ALL COSTS And if you end up inheriting them as your provider like I did, get away from them as soon as!
Abysmal despite leaving a bad review on here, using the complaints form theee times, responding to them on here, copying in my broker, emailing them multiple times still no further on get out if you can and move if you can!!!!
I am extremely unhappy with your customer service and will be terminating my account with yourselves. I have repeatedly tried to contact you with wait times of over 25 mins and no one answering on your live chat. I have not been able to access my online account since the beginning of the month which you have been investigating but has not been resolved. I cannot submit meter readings. Absolutely appaulling.
In relation to my review of this Company on the 9th May, my sixth review regarding my unbelievable experiences with this company over a 10 month period, I get another reply from Asif on the same day stating on this occasion that Gabriela will be making contact with me try and resolve my complaint. In usual Yu Energy style no such contact has been made in space of 9 days, let alone any contact in the period of 7 weeks since the original complaint was logged. Do not enter into a contract with this company in any circumstances, they might be a little cheaper but the ongoing aggro is not worth the saving
Absolute scam of a company, took over from a previous owner the previous owner was paying £350 a month bill and in the two months of trying to switch over they charged us nearly 3 times that amount each month!! Absolutely avoid this company at all costs
