Absolutely terrible supplier
The bills for hot water and electricity are inaccurate. The hot water bill is incredibly expensive and unrealistic. Also they forget to send bills on time and their charges make no sense. I get monthly bills for quarterly usage???
Overcharged hot water!! Do not ever move in an apartment with only arc being allowed as energy provider
We are being charged more than $200 per month of only hot water in a 2 bedroom apartment. This is extremely high compared to the other energy providers we have had before. We had no choice but to get them since they are the only energy service provider allowed for that building and I think this monopoly scheme is their technique to take advantage of tenants who have no choice but to pay their unreasonable billings.
VERY DISAPPOINTED I honestly do not know how they sleep at night with this kind of robbery. Had to move out of the unit only after 6 months due to this energy provider since I know more losses will come in the next months.
- Verified customer
Stay Away From This Company - Embedded Network Scam
A separation charges on hot water? When I contact them, they say they only charged daily fees on unlimited gas, but they charge the high unit price on hot water, what's the difference?
Holds monopoly over the apartment building and horrendously overpriced with questionable readings
Like many other reviewers, I've moved into a building with Arc Energy as its embedded network provider for electricity and gas.
While their gas/electricity supply rate is on the competitive side (only with their Pay On Time discount), their pricing on the hot water usage is ridiculously expensive. Also, they've claimed that over the period of 2 months (their billing period is seemingly random and is not consistent), between 3 people, 25kL of HOT WATER was used. When the numbers are broken down, that is 410L of HOT WATER a day (137L per person)....
- Verified customer
Horrible company over charging fake readings
Charged almost $500 in hot water and gas for 3 months for two bedroom unit where 2 people live, when i called them to ask whats going on they told me to pay it all or have meter checked which costs 150$?? How can my gas bill be more than my electricity. Fraud company, they their reviews on google and putting fake ones here. Stay away.
Issues Clarified (Review updated)
Had a few issues with Arc Energy regarding bills not coming in on time. Have been with this company for years at my home with no issues but a few months ago the billing timing was inconsistent which was very inconvenient!! I can see a few other people have had this issue, however once i had spoken to the team they clarified that it was an issue that has since been resolved. I think what most people are forgetting is that we are in unprecedented times, we are living in a pandemic and the time spent at home is drastically increasing and the deman...d for energy and hot water follows. Though the billing timings were inconvenient for a short while the overall experience with this company has always been transparent and i thank the customer service team for taking the time to clarify my concerns.
Appalling billing practices
Arc Energy provides electricity, gas and hot water to an embedded network in my building, had this been disclosed prior to signing a lease I would not have done so. In the last year the invoices are received at random intervals, often several months apart. Was recently invoiced 9 months of hot water they had neglected to charge. Prices were "lowered" but the pay on time discount was also decreased so there is no real saving. Rates are higher than other providers.
Whoever is reading this review do yourself a favour and do not move in an embedded apartment with arc energy. Me and my husband ve been calling them for months asking for bill, and their so called friendly customer service staff is conveniently giving us false timelines “you will receive the bill by the end of the week” next week” “we will follow up with you” blah blah blah it’s been 6 months and we haven’t received the bill wow what a service!!! It’s time to make a serious complain to the department now
Our problems with the Arc embedded network in this apartment complex started with the inconsistent billing periods between the gas, electricity and the gas hot water accounts. For example the gas hot water account of almost $500.00 was laid on us 7 months after moving in to this building. So we appeal the latter and ask for a payment plan over two months. We are given a two month payment plan and between the two of us we make the 4 payments on or before the time granted by Arc. We are then called several times about an amount outstanding equal ...to half of the payments we had already made. Despite providing screen shots of the 4 x bank payments Arc are still unable to reconcile the payments we have made. In my many years of paying utility accounts I have never experienced incompetence on this level and the amount of time wasted with phone calls without a resolution is beyond frustrating.
Over the top hot water bill. For the first 6 months they only charged supply charge. Sent a massive bulk bill which was ridiculously high. Do not know how to break the news to flatmates. Now they have split the hot water and electricity. I am getting $155 for 1.5 months. I have asked around in the building I live in and they are also getting these unrealistic figures. I do not know how they have been getting away with daylight robbery.
Very expensive hot water service
Arc is the embedded Network Provider for our apartment complex and unfortunately the hot water bills have increased by 100% compare to when we were with AGL in our previous unit.
$0.145 + GST per litre of hot water works out to be very expensive, compare to paying for the actual gas usage for heating the water.
Before with AGL (20 % on-time discount for usage and supply charges): $1.5 per day
Now with Arc (no on-time discount): $3.65
The owner corporation is looking into breaking the contract with Arc and getting out of the 10 year contract.
I think the maximum contract length that should be allowed is two years.
- Verified customer
I was with these guys when I moved to my first apartment which had embedded electricity.
At the time (2019) their rate wasn't competitive at about 29¢ per kw/h.
The major issue is as an embedded supplier they have a monopoly on my old building. There is literally no choice but to go with them. I did not discover this until I signed the lease (the agent didn't communicate this to me).
This is an extremely anti consumer practice. Some other providers I was looking into when I moved there at the time ranged from 18¢ to 25¢ per kw/h.
They also are constantly inconsistent when they send the bills (they bill monthly, not yearly) and in the instances I had to call them they were a bit unprofessional over the phone
Stay Away From These Guys!!
This energy company has turned into an absolutely scam. They used to be decent but now seem to overcharge by quite a bit. They've split electricity and hot water, so the excessive charges now appear on hot water bill. Stay away.
They delay your bills then 6 months later you will get hit with a massive bill without any consolidation.
Since you see Arc on bills you should plan to move out
This company used to do per season bill few years ago like other legit ebergy retailer companies , then they decided to move to monthly bill, as they are monopolisted as a embedded network Energy provider of the building . Customer have no says and no choice to switch.
I USUALLY received bill on Email. Suddenly the company stop sending me bills for few months , I sent email requests for bill they never reply, until I called them, they insist they have had sent the bills to me , I'm using the same email for years and I searched "Arc" on me e...ntire email includes the junk mails they were no new bill at all , maybe some body want no customer to benefit from "pay the on time discount". I been forced to pay more $, some how I can't receive the bill. The Australian Energy Market Commission (AEMC) has conducted a review into embedded networks and made recommendations for changes to the laws and rules designed to strike a balance between protecting consumers and facilitating owners and operators. Now the industry is restructured . Please work as a normal energy provider, be clear and professional
Do not sign up for this provider
They never send bills on time and when you get bill you get ridiculous amount and going back and forth they fixed one bill.
When I vacated the current home, they sent me huge bill, its a single occupancy and I cant believe the number they sent me.
I paid what is the right amount after calculating with a consultant and Will constantly abused me asking me to send things that are totally unnecessary to finalise the bill.
I have responded multiple asking for a clarification on my bill they have always come back asking for different details and no clarification was provided.
They are a nightmare. Stay away from them.
Much more expensive that other providers, not sure how other people feel they are cheap....
Had moved into apartment which belongs to Arcenergy and the electricity price is much higher than othe competitors in the market. I am not sure if this has already against australia consumer law as we cannot choose other provider.
If you compare the rate with other energy provider in the same suburb, you would find they offer at least 20% higher rate!
By the way, ask their customer service to review the rate and they never reply you with the result, it is been almost a month.
Government should regulate them and get embedded network out of the market as they dont care about customer cost.
Amazing customer service
It's been a while since i've actually felt a company have sincere customer service. These guys really do care! I called with frustration from a misunderstanding on my part to which the person on the other line patiently clarified my concerns in a very respectable sympathetic manner. These guys are doing it right!
Affordable & Honest
I called the customer service team to understand the billing system more.. Thanks for taking the time to explain the process to me. So far happy with this company no complaints
Questions & Answers
I will be moving to a unit with your embedded network. Is the gas included in the service you provide? Or do I have to get a separate provider for gas?
Arc Energy G.Arc Energy Group
Thanks for getting in touch. Gas is not billed to tenants when you have your hot water with Arc Energy. Any gas used in your unit, for example through your cooktop, is unmetered and only a daily supply charge is charged.
Feel free to reach out to our customer care centre for any other questions or concerns. We'll be more than happy to assist! 1300 025 965
Arc Energy Group Customer Care Team
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