Phoenix Energy

Got a gas box removed and a new one in place had credit on it and the guy said I would receive it ina few days it’s 3 weeks and nothing what a waste of time u can’t get into their email address I’m going back to oil when the time is right

had a challenging installation due to our front garden being 45m long plus all rock. They took longer than expected by all parties but did a very tidy job of reinstating the lawn and block paving. very pleased customer.

Decided to switch as I saw £400 incentive for new home owners. My wife signed the initial agreement when Phoenix came out as I was at work. I sent all relevant paperwork and they said no to giving the incentive as the names were different. I asked them why they allowed someone who doesn't own the house sign an agreement to connect to gas. They had no answers. Absolutely disgraceful company.

Terrible communication and customer care and total lack of responsibility, care and initiative taken by staff.I was told that I would have a connect date within a couple of weeks.After 2 weeks, I still had no connection date so phoned my rep, who told me to phone customer services, who told me to phone SSE. When I phoned SSE, they had no record of my property and no idea what was going on. I spent half a day on the phone with no answer.After 3 weeks, I still had no connection date so phoned my rep (again) who told me to phone the office (again) who blamed SSE (again) who had no record of me in their system (again). Another half day on the phone and still no answer.My boiler broke down twice whilst waiting for them to get a connection date but staff still didn't care. To speed up the process, I switched from direct debit payments to pay-as-you-go keypad with the view to switching to direct debit in the future. I made my intention very clear when I phoned in but no one bothered to warn me that it would cost £100 to switch from the keypad to direct debit.In the end, I wrote a formal complaint and things started to move.It is unethical that Phoenix have a monopoly on the market. People should be able to choose who they connect with, not be forced to use Phoenix because they live in a certain area. It means tgat Phoenix have no incentive to improve their service as there is no competition in the market.

Horrendous time dealing with Phoenix and the installation of our gas not to mention not honouring a deal which was advertised (£200 appliance cash back) as I had not got the paperwork in on time. Not just this but the customer service I witnessed was very poor, the attitude and lack of empathy for customers makes for an unpleasant experience.

they replaced our meter and gave the wrong units to our gas supplier. Thanks to Phoenix we lost 60 pounds!!!! Awful!

On connection day engineers arrived dropped off equipment and left. Next day briefly arrived refused work due to house vents needing blocked up for possible gas leakage?. Now into bank holiday weekend of course!, no reschedule option, plumber on hold, time lost off work and home defaced by outside equipment. Makes me want to stay with oil!!!

Gave 4 days notice that they couldn't connect me on the agreed date because it would take longer than expected!" Put it back by 6 weeks so that now my appointments with my boiler contractor and Calor Gas to remove my tank have to be rearranged. And presumably my holiday in September will also have to be cancelled. Do I really want to be involved with a company that can't get something this simple right?"

Not my most favourite of companies , such a pity there is little choice, I cannot stand rude people , especially at supervisor level , I detest being patronised , called mate or chum over the phone by some arrogant prick I've never met .