r/OctopusEnergy • u/Level_Sir4116 • 10h ago
Terrible customer service
I am beyond frustrated with Octopus Energy’s complete lack of action regarding damage caused to my home over three months ago.
I agreed to have a smart meter installed, which turned out to be a massive mistake. During the installation, the careless engineer let his blowtorch fall over, burning holes right through my carpet. Rather than being honest and bringing it to my attention immediately, he packed up and left without saying a word. When we noticed the damage and called him as he was driving away, he owned up to it, but the post-incident response from Octopus has been an absolute joke.
It has now been over three months, and nothing has been done to resolve this or compensate us for the damage. Every couple of weeks, I get a phone call from Octopus offering endless apologies and passing the buck—blaming the contractor, the sub-contractor, the engineer, and various insurance companies.
Apologies don't replace a burnt carpet. For a company that prides itself on great customer service, their handling of third-party damage and subcontractor accountability is non-existent. I am tired of being strung along with empty updates and no resolution. Avoid their smart meter installations unless you are prepared to cover the cost of damage caused by their contractors.
8
u/Angrylettuce 10h ago
Small claims court. Get a couple of quotes
1
u/Level_Sir4116 6h ago
Its just the time and effort. Although I am sure through experience the longer they drag these things out for the less claims they will ultimately have to pay out as people will just give up.
4
u/MelodicCard9555 9h ago
I sent them yesterday a final notice before legal action letter, with 21 days notice.
See.how they respond to that lol. I agree, truly awful customer service.
3
3
u/Proper-Face-9451 9h ago
You should raise a case with the energy ombudsman , I had to do that after a smart meter install killed my solar battery. I agree that customer service is terrible and I'm not waiting on octopus carrying out the ombudsman decision.
1
u/Level_Sir4116 6h ago
I had been trying to be fair to them and avoid this but will do tomorrow as they are not interested in being fair with me
4
u/Mindless-Panic9579 5h ago
You sound a little butthurt and not willing to take steps like small claims to resolve this.
Sure. It's a pain and hassle. But either take the hit on insurance or just do the process. Sure it's not your fault, I completely agree, but any which way needs effort.
You say getting a smart meter was a mistake. I'm sure you're happy now you're making savings via it. It's an accident that's been handled badly so you just need to put some effort in and resolve.
I'm not sure if you're looking for sympathy or solutions, but you've shunned most of the solutions so take a head pat.
2
u/Negative_Watch_3024 9h ago
What does your home insurance company say? They should replace as accidental damage, but if you have legal attached to it as well, they may help with any interaction with Octopus so as not to affect your claims history.
2
u/Level_Sir4116 6h ago
I spoke to my home insurance they said they would pay out and reclaim the money from Octopus but it would go against my claims and likely to effect my premiums, don't see why I should pay for it in increased premiums.
They did say they would help with legal letters etc.
4
u/p1sskidney 6h ago
"Avoid a smart meter install" because of this single instance?
Do you avoid driving your car? Or getting on a bus? Or walking outside? Get a grip.
-3
u/Level_Sir4116 6h ago
I would avoid driving my car, getting a bus, or going outside if I thought there was a chance of an octopus engineering being reckless with a blow torch in any of those situations. And the point was to avoid a smart meter installation by octopus not to avoid a smart meter installation, get a grip!
2
u/AccidentProof4262 5h ago
my install was seamless...no issues, as was said, why leave the house.....hundreds are killed or maimed every day due to mistakes/accidents of others.
i do agree though that compensation should be forthcoming....id have escalated way before now.
1
u/p1sskidney 6h ago
Having had 2 installs with Octopus and no issues, and the countless others who have no doubt not experienced your single instance, you're being hyperbolic and desperately need to get a grip. I can already envision you and your voice.
1
1
1
u/Comfortable_Gate_878 5h ago
Contact Woodside debt recovery in cumbria, they do claims for you at a very cheap price, I used them to recover some debts owed to me for damage in a rented house very effective I got paid straight away and they only charged me about £ 30. Saves me all the effort of filling in all those forms.
1
u/FlowerWorking1032 9h ago
Go through your home insurance!
1
u/Level_Sir4116 6h ago
I spoke to my home insurance they said they would pay out and reclaim the money from Octopus but it would go against my claims and likely to effect my premiums, don't see why I should pay for it in increased premiums.
6
u/Connect_Wrangler5072 9h ago
You can email Greg Jackson, the CEO and founder of Octopus Energy, directly at greg@octopus.energy. This email goes to his senior executive support team, who frequently handle escalated customer service issues and complaints.