firmus energy

The worst customer service I have ever experienced. Left without hot water and heating for a week in December. Staff do not coordinate, I was constantly on hold to be disconnected after a certain time and then after calling through again I would speak to a different customer service agent with notes not being recorded of my calls to go through the whole rigmarole again. Very frustrating experience, will be moving to a different supplier.

Great service from start to finish. The young local Firmus representative Barry was very informative and great personality. He really made the whole process seamless. This combined with fast and efficient customer service got me up and running from zero in under 4 weeks.Barry really was fantastic and he took ownership of the order, he even followed up afterwards and revisited to ensure everything had went to plan.5/5 Stars, fantastic.Highly recommended

Worst customer service, unable to get someone over the phone, I’ve spent several days waiting on line for hours, now I can’t get out that monotone song out of my head and as soon as I hear that again it drives me crazy. Same with the website, useless and never get back any answer.

Appalling. Sadly they are the only people I can find for gas in my new find in my area who do natural gas, but you simply cannot get through to them. Their website doesn't answer common queries, and being left without central heating or hot water in the middle of November is a truly miserable experience. Their keycard isn't working despite my having followed instructions for registration (oh, I had to buy it) and it won't accept the credit. I got through to someone who didn't seem to know anything about how the keycard worked, who dropped the call. Two hours later they dropped my call out of the queue because the office shut, so I have to try again tomorrow after a cold and miserable night.

Got my gas installed can't believe the difference in the heat of my house, from the start of the application was so easy with the help of Barry from firmus made it so much easier any questions I had he had the time to answer them I would recommend getting gas to anyone. Safe to say I'm well pleased.

Over the past year I have kept a close check on gas used, and my gas usage had decreased each quarter/ I was carrying on a credit balance on each bill. In December 2022 I was unable to read meter and reported, this meter was replaced and it was water logged. Imagine my surprise on receiving bill (Dec; Jan;Feb) showing that I had used 345 units for December when I only had gas on 3/4 hours each day - Jan and Feb together was 255!! The bill totalled £1,200 which equates to £100 per week!!! When I queried this I was told the reading was what I had submitted - I did not submit a reading! I asked could the meter removed have been damaged and I was told no there was no damage - then why replace? I tried again and was told exactly the same - it was the reading I had submitted!!! I live alone, had 3 rooms closed with radiators off, I sat each night with a duvet over me and sometimes even a hat and just cannot understand how I had used £100 gas in one week!!! I had 3 visitors staying with me in March and heat was on in morning and again in evening and I had only used 199 units from 5th March - 1st April!.Not at all happy - a big chunk out of a widows pension!!!

Ridiculous continually giving hopefull" dates to then being pushed back again and again. No communication whatsoever

Awful ,if I could give no stars I wouldChanged from SSE because firmus was cheaper at the time .I am constantly putting gas in and am never in credit .I don't understand the way it works .Have emailed and although did get a response I still don't understand.Put £30 in yesterday . Run out today after only having the heating on for an hour yesterday...Going back to SSEAvoid avoid avoid

Topped up 1st Jan 2023, £49 and got 35 units. SSE gave me 47 units at another address. From what I can see they have not applied the new price reduction. Probably because of bank holiday no doubt. What worse is I have SSE at another property and called to switch early December; they said to wait until the new rates are fully published.

I had a situation where other week men cut cable a connect back with hose clip I phone housing executive an connect me to firmus I must there emergency services they are a very high standard an I could not thanks them enough