Fiona Lewis

Review of Gemtel Green Network

I am finally writing on here as it seems this comp...

I am finally writing on here as it seems this company spends more time responding to public reviews than caring for and responding to customers privately. I had a chilling conversation with someone yesterday after I lodged a complaint on 11th September- about a suddenly massively increased direct debit bill - PLEASE read the other reviews talking about the same- and this is a whole other story. The person on the phone had absolutely no regard for the fact I had had no response whatsoever for 3 weeks- I felt like he had nothing but contempt for me. I have chased it up personally by email and phone in the 3 weeks many times. They just do not respond to emails at their care@ or complaints@ email address. I said I had now cancelled my direct debit in an attempt to get a response and he responded that my tariff would be increasing then because the direct debit discount would be removed. This, to a customer who is concerned about her bill, on a complaints line. It wasn t until the very end of a 40 minute phone call he actually checked if I d logged a complaint- and then agreed with me it had a taken a while to respond- as though I had been making it up! In the complaints part of the website they have a complaints guarantee which says they respond in 5 working days. Later it says they will Do everything to put things right, typically within 10 working days but we will contact you if it is likely to take longer . The auto email response I got when I logged the complaint said within 7 days. Confusing right? I wish I had read the huge amount of 1 star reviews before I switched to this green energy company- which was my motivation. I don t enjoy making complaints, hardly ever do make any. My day off yesterday was ruined and I actually felt upset with the disregard I have been shown by this company. I want out, and I don t want to pay to get out- a request that was ridiculed on the phone yesterday. I am now waiting for a response today from the complaints manager who is handling my case - hopefully by email or phone. Save yourself real distress and don t sign up- or pray nothing goes wrong if you do. I know what good customer service looks and sounds like from the numerous other companies I deal with. This is a far cry and they don t even apologise for it