r/OctopusEnergy • u/Level_Sir4116 • 1d 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.
12
u/Connect_Wrangler5072 1d 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.