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Review by Roberts Michael10 months ago
Ignore emails when there is a problem, customer service stinks, use estimated readings to take excess money from your account and make up penalty charges. Do not sign up with them.
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Review by J1 year ago
By far the absolute worst experience I have ever had with a company in my life. DO NOT USE HOLALUZ!!!
We've had quite a few things go wrong with them, to the tune of almost 800€. We've spent since February (and it's now nearly November) trying to fix all the problems with them, but rather than getting anything resolved, we keep having more problems:
1) They charged us almost 800€ for additional "adjustments" in one year, on top of the regular monthly fees.
They claim we used 500€ of electricity in one month and 240€ another. There are 3 of us in the apartment and we all work full-time. This is clearly impossible (we looked at our usual electricity usage from years of being with another company. It's around 80€). After months of fighting with them, they said in writing that it was a mistake and that they would call to offer a solution.
When they finally called, the solution was to pay them the nearly 800€ - oh, and they would be extra nice and let us do it in four payments. (Not much of a solution if you ask me). And, let me repeat, we have in writing that it is an ERROR.
2) They sent us an extra invoice for another 200€ we definitely do not owe them.
Despite saying we would pay for the adjustment in four payments, we got FIVE invoices for the additional amount (perhaps the company trying to help themselves to another 200€ on top of the 800€ to make it a round 1000€?)
They do not have any kind of answer as to why they billed us incorrectly, and they definitely haven't apologized. We also have not received corrected invoices, despite requesting them.
3) Eight months later, they changed the amount of money they say we owe them.
While trying to get the additional invoice sorted, they suddenly claimed we hadn't paid any of the 800€ adjustment...despite having paid about 600€ already.
They also changed the amount of the adjustment by a single digit, perhaps hoping we wouldn't notice. Obviously they are charging us the higher amount.
In any case, they cannot keep their numbers straight - neither the amounts of money they charge nor the invoices.
4) Terrible customer service
It is very difficult to get a hold of customer service, and even more so to get a straight answer out of them. (I speak Spanish fluently, so this isn't a language comprehension issue). Every time, you talk to a new person who has no idea what your situation is.
Then, you get a whole variety of different stories about what happened in your situation. They also told us more than once that they were taking certain steps to resolve our issue. A few weeks later, it would turn out that nobody had done anything at all.
If you call, they often tell you to send an email. But then about half the time they don't answer emails at all. It's never clear if anybody has actually seen the information.
If you're lucky enough to get a reply from them, they frequently ignore the question you have asked. You have to ask the same thing over and over again, even if it is something as simple as "If I change plans, does the price I pay for electricity change?"
(This is a real question I had that they did not want to answer, and yes, it does change! But they only admitted it after seven emails and one phone call for a very basic question).
5) They hide key information you need to change companies.
To change providers, you need your CUPS number, which should be printed on every invoice you get from the company. It is - but it is missing two numbers on HolaLuz's invoices.
When I contacted them to ask about this, they insisted the CUPS was fine. I explained no, I had called another company and it was definitely missing two digits. They kept insisting theirs was OK, before finally admitting "Oh, but it's because those two numbers are always the same for every account. It is very strange that the other company wouldn't know that. I would be very careful about choosing them."
Yep, instead of apologizing for their sketchy behavior, they tried to push the blame on someone else.
IN SUMMARY: We changed to HolaLuz because Endesa were terrible. HolaLuz has actually managed to be much, much worse.
They have easily been more than twice as expensive, after charging us nearly 800€ due to their mistake. They can't keep either their invoices or their numbers clear, and they are impossible to get a straight answer out of.
DO NOT USE HOLALUZ.
We were very interested in going with an eco-friendly provider. But HolaLuz is seriously the worst, most awful company I have ever, ever, EVER used. I cannot emphasize strongly enough how much YOU SHOULD NOT USE THIS COMPANY.
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Review by Antoine Calon1 year ago
As for many, it started well, proposed a simple view on your balance. but they do what they want, they can interpret the monitoring the way they want,. customer service is horrible and non comprehensive and they basically do what they want with the contract you signed - they even cancelled my contract without advising me and then charged me the way they wanted.
The customer services representatives are always changing so that they can tell you tall stories the way they want.
My advice: keep away from them.
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