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.
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Very bad very service Customer care 2 hour waiting my phone cal very bad experience this company
Date of experience: June 19, 2025
US
Jake is beyond superb. Really proactive - he resolved in under 3hrs a meter dispute that previous supplier took 3 months to resolve. I told him he should be standing for Parliament or running NHS. However, as others have noted - call response times really really poor. No reflection on Jake who is marvellous. And novelty of having UK based called centre manned by native English speakers never wears off!
Date of experience: June 19, 2025
Got a voicemail from them today after missing their call. A lovely burp was left on my answer phone. Granted, it was pretty funny to be fair, but not sure I’ll be renewing my business contract with them! Edit - no email received requesting the additional information as suggested in the response.
Date of experience: June 18, 2025
I been spoke to Janet today about couple of Issue with Yu Energy am having right now . She is been very helpful and tried to Sorted as well. Once again Thank you Janet. ( Mrs T Javed )
Date of experience: June 18, 2025
Absolutely useless company. Their only saving grace is one of their staff called Gabriela who was amazing, apart from Gabriela nothing is right with this company. I would really advise using this company as it has been the most stressful experience I have ever had.
Date of experience: June 18, 2025
Absolutely brilliant service from Janet (and Mya) at Yu Energy. Janet has been fantastic at explaining our account, bills, credits etc as well as providing outstanding support. She has been super helpful and efficient the whole way through the process. Absolutely awesome every step of the way!
Date of experience: June 18, 2025
Sent a representative from Mercian Utility services to our business premises yesterday. Scammed our employee into allowing them to read our electricity meter. We do not, and never have had a contract with them. Very quick to answer phone if they think you are a new customer. On hold for complaints for over 40 mins -no reply - gave up
Date of experience: June 17, 2025
Your advisor Paige dealt with my complaint clearly over the phone and explained what I should do next. Her follow up email was also clear. The 5 stars are for Paige, the human being I finally got to speak to. My previous review about the difficulties I had in getting to speak to a human being remains the same. It took me over 3 hours at various times to get to speak to someone. A 20 minute unanswered call, followed by a 45 minute unanswered call is not acceptable. A poor review finally elicited a response. High volume of calls is no excuse- employ more people. Similarly, an unanswered wait of 20 minutes + and a final contact after over 25 minutes with your chat advisor Mariam. Similarly not good enough. Mariam's excuse for Yu not answering with my original complaint within 10 working days was that it was not registered as a complaint by your system so it didn't go to the complaints department! 2 more emails asking for an update made no difference - I just received further computer generated replies with a new case ID saying you would respond within 10 working days. 5 stars for Paige - no stars for the overall quality of your customer care service. I've changed this to 1 star after yu energy's ridiculous reply to my review which is obviously computer generated and no-one has actually read it. I repeat 5 stars for the person who I finally got to speak to. No stars for yu energy's customer relations - they don't listen
Date of experience: June 17, 2025
Avoid this company at all costs, they have no interest in servicing small business customers. I extended a contract for a term of two years and they failed to do it on the date the previous one ended and I’ve been charged thousands in extra charges and they won’t accept responsibility. Been trying to sort since April, everyone I speak to promises to sort only to never from then again. Avoid
Date of experience: June 16, 2025
