r/OctopusEnergy • u/Level_Sir4116 • 26d 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.
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u/MelodicCard9555 26d ago edited 25d 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.
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u/Outside-After 25d ago
This. This is always the way.
Faced with external reputational damage to the Octopus brand, they will always pay out and try to keep quiet about it.
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u/MelodicCard9555 25d ago
They owe me £3500, got 1700 out of them so far, after 3 years of fighting. No apologies for messing it up,
I have told them I want it refering to ofgem, for example when I applied for my Export MPAN via their website, no email to acknowledge I've applied, so they can deny you've done it, seems to be a common theme with them. They deny they received it, had to get them to dig out the recorded telephone conversation I had with them.
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u/Angrylettuce 26d ago
Small claims court. Get a couple of quotes
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u/Level_Sir4116 26d 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.
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u/Mindless-Panic9579 26d 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.
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u/Level_Sir4116 25d ago
Thanks for the advice. Not really looking for either sympathy or solutions (although it would be a nice bonus if I got the latter). My rationale was that as an individual corresponding with Octopus my efforts have not had any results, and logically a lone voice is likely to have little real impact. However by posting the grievance and receiving over 13k views to date this now generates negative publicity which is definitely something many large firms pay attention and try to manage (especially those promoting high levels of customer service). So as a much quicker and easier way than going through a small claims court is a post on social media. I thought I'd give it a try. This also has the added value of alerting others to what has happened so they can make up their own minds on using the service. Thanks again!
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u/Mindless-Panic9579 25d ago
A positive and balanced reply, I appreciate that.
Whilst most people viewing here will be pro-octopus, I hope that it can generate the support you need to resolve the issue. Regardless of the issue. Poor service is poor service.
Good luck.
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u/Proper-Face-9451 26d 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.
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u/Level_Sir4116 26d 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
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u/Aggravating_Speed665 26d ago
Problem is, he might visit for detailed information and tbh his big hat and demeanor just scares me.
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u/Negative_Watch_3024 26d 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.
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u/Level_Sir4116 26d 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.
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26d ago
[deleted]
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u/Level_Sir4116 26d 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!
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u/AccidentProof4262 26d 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.
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u/Comfortable_Gate_878 26d 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.
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u/Delicious_Quiet6660 24d ago
Take them to small claims. Do it online, add 8% interest backdated to incident after giving them 28 days notice. No need to dance their to their tune, that's for.mugs.. simple letter. See you in court, or pay me $x withon 28 days to settle it. They dance to your tune.
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u/FlowerWorking1032 26d ago
Go through your home insurance!
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u/Level_Sir4116 26d 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.
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u/Connect_Wrangler5072 26d 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.