Tomato Energy Arvostelua 1 813

!DO NOT RECOMMEND AT ALL! couldn’t connect to smart meter so just averaged bills leaving me 5 days to pay £616 as a single parent on widowed parents allowance 5 DAYSS! I will be going to citizens advice about this and possibly even a small claims claims court if this is not fixed been trying to contact numerous times and they just ignore me please do not go with them!!!

I switched to Tomato 7 months ago in January 2025 as they did have some attractive tariffs that roped me in.
Since the day I switched they haven’t been able to connect to my smart meter, so send me inaccurate estimated bills.
No attempt has been made by Tomato to rectify the problem and customer service does not respond to my emails or phone calls!
I don’t understand how I can monitor our electric usage with an app (loop) on my mobile devise and connect to the smart meter, so I’m able to track our consumption at different periods of each day, and my energy suppler Tomato cannot connect to my smart meter.
Understand from the reviews here several people have similar problems.
I would like to stay with Tomato but if they don’t try to rectify the problem I will go elsewhere.

One of the worst companies I’ve ever dealt with. My smart meter never connected, they promised help then stopped replying. When I left, they chased me for money I didn’t owe and only admitted their mistake after months. They also gave my new supplier the wrong meter reading, leaving me £900 in debt straight away.

Avoid this company — they cause problems and refuse to fix them.

I’m coming up to my electricity renewal date and contacted Tomato to discuss. I was delighted to make contact easily and promptly. The issue was dealt with equally promptly and efficiently by Pargat, a member of their Customer Services team

Went to get a qoute, rather than say we are not taking any new customers at that point, it asks for Mpan numbers etc, which is a faf, only for the computer to say No. Be honest earlier in the process!!

I've not had a bill since being with them last October. Was talked into this by them due to the different rates at different times. Turns out they actually don't know what you use and when because they can't connect to my smart meter. They keep on ringing me for meter readings which I refuse to give because how are they going to charge it correctly! Anyway have now received 3 bills all estimated, they are not helpful at all so will be changing over to another company. Can not recommend this company at all

Their tariffs are very reasonable but they cannot connect to my smart metre. The bills are way over estimated and I have had to complain. They have said they will pay me back when they are able to verify my usage but can’t say when or if this will happen. I have refused to pay their inflated estimates and are waiting for the situation to be resolved. I will be switching providers immediately. The staff and complaints department have been helpful but even they don’t know what to do.

Buy cheap, pay twice (literally).

We use them in our business. They were the cheapest around and cut our energy bills considerably due to minimal standing charges. That would be worth 5 stars.

However, it's the only thing saving them from 1 star to a very generous 2 stars.

I sympathise and sense behind the scenes it's chaos but their billing, portal and direct debit processes - the systems supporting their customer services - are very poor.

We have 20 meters with them and are now owed nearly £20k in over-payment in under a year. Thats 20% of our annual bill.

Only one meter has been accurately invoiced and direct debits taken. Most have different bills to DDs or double DDs being taken - for one meter we are owed 3 times the value on the bills.

We have performed a full and detailed reconciliation of all invoices and DD's for all our meters and shared with Tomato on 3 occasions over the last 3-4 months, only to be told a boiler plate "this has been escalated and we're looking into it".

Thankfully they can't except new customers until their internal issues are resolved but voicing our experience for anyone looking at Tomato in the future.

PARGAT was very helpful and pleasant in helping me with my request of changing date of payments and how to send meter readings. He even talked me through setting up a my watts account. Not leaving the phone until I was completely satisfied. He was efficient and professional with his advice. Many thanks Pargat, a pleasure talking to you.

I know they've had their issues but from my perspective everything's been fine. I signed up back in Feb and I have been billed every month (the correct amount) and the tariff is great. Can't really complain about that.

Naveed was very good… thoughtful, considerate, attentive and reassuring

Pargat in Customer Services was very polite and helpful. He explained everything well and did his best for me.

I am now awaiting contact/confirmation with regards to my query from the Billing team....

A staff member call Pargat was brilliant with my call this morning & helped me change my DD & explained what bill date & confirmation come in email he was bright bubble & understanding with why I had change details he showed compassion & empathy which you don’t get from company staff these days as they busy on telephone answer next call.

Excellent service, very helpful and professional. He should be rewarded.
Roy Francis

I recently moved from Tomato as I was moving house and they couldn’t take me on as a new customer. Unfortunately they were a bit late on producing bill under Ofgem GSOP which they have kindly agreed I’m due a payment. I have been chasing this for a month. Each email is very polite but no payment made. The calls are answered quickly, but the agent is unable to help and has to refer to a colleague. I’ve been promised 3 calls back, this has failed to happen. They are a great idea, but they need to focus on their billing, systems and customer service .

Very happy, explained everything clearly. Thank you for your help.

Spoke to Pargat and he sorted my bill queries immediately. 5*****

These guys have been great but of late their billing system has gone belly up and so they are sending estimated and incorrect bills. They know that there is a technical issue but to quote: 'Unfortunately, we do not have a time frame set for when our technical team will be able to resolve this connectivity issue, so I would be unable to give an accurate time frame'. So meanwhile I overpay by Direct Debit and hope that they do not go under before they sort it out. A shame as they held so much promise as a market disruptor.

The customer service team has been amazing, particularly Priya and Emma. They are very patient helping me with my needs.

Brilliant company and would recommend to everyone.

Spoken to Pargat today, he was very informative, it was a pleasure to speak to someone so helpful