Arc Energy Group

Arc Energy Group

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Arc Energy Group
3.2

111 reviews

PositivevsNegative
55% · 6149 · 44%

Reviews

111 reviews
Jarrad
Jarrad3 posts
 

Should be shut down

Uses it's monopoly in apartments to charge more than it's competitors. Has 'issues' with its billing system. Won't follow their own complaints process. The company needs to be investigated by authorities.
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Nick N.
Nick N.4 posts
 

Awful

Inaccurate and inconsistent billing, long wait times for customer service. I would use literally any other power company if we had a choice. Make sure to check if your building is embedded before you sign a lease. Avoid ARC if at all possible. Show details
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Angry
AngrySydney, NSW2 posts
 

DONT EVER USE ARC !!!

I live in an apartment block in Sydney, and I’ve never known what an embedded network is. ARC are absolute scum. We have frequent power outages, for hours at a time. I’ve had to replace 2 full shops. They’ve cut my electricity when I hadn’t received a bill from them after I moved in. They’re expensive. They rip people off. Good luck ever having a $0 balance next to your name. You’ll always be in arrears. DO NOT USE ARC. If you’re looking to rent or buy an apartment make sure that it is not on an embedded network, and that it’s definitely not with ARC. They’re an independent not a retailer, and charge what they please! Show details
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Annoyed customer
Annoyed customerSydney, NSW
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yvesdubler
yvesdublerSydney, NSW
 

Inaccurate invoicing month on month. Customer service extremely poor

Cusomter service has not returned my emails in 30 days, just wished to pay final bills. Invoices appear inaccurate, charges are not the same each month, ie. sometimes service charge sometimes not. Illustrations of usage for household size don't make sense. Would not recommend!  Show details
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Client85
Client85
 

Unreliable Customer Service

They sent me a welcome package including a direct debit form. I filled it up and 3weeks later,still havnt got a confirmation from them. The debit date passed and I tried to call them why, advised me to set up a BPAY instead and details will be sent thru email. Waited again, no email received and called them after 4hrs, and another Rep told me I need to wait for the firstinvoice to get the BPAY code. You can hear in his voice he is annoyed , but its their fault and I should be the one annoyed! Got no choice as its embedded network. If only I knew before signing the lease! Transcribing a call to email as requested by clients doesnt take long and I dont want to wait for a one-off huge bill to pay! Very irresponsible! Show details
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NTD
NTD5 posts
 

Over charged every single month for 11months

I have been over charged every single month since February 2020. Customer service is a joke as nothing they promise ever happens. Sick of wasting my time calling them for adjustments on every single bill. Unfortunately I am locked in to their embedded network otherwise I would leave them. Reconsider moving into any building where arc is the supplier. Show details
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Anh N.
Anh N.Sydney, NSW
 

This is the most ripe off company ever!

My husband and me live in a 1 bedroom apartment. The hot water bill is 387$ for 2 months, which means almost $200/month. I was in the hospital for 10 days and my husband stayed with me. We didn’t cook and didnt used hot water much. I don’t think they even come to check the meter, just give some amount to take money from us. I would rate a 0 star if I could. I will avoid any building which uses arc energy from now. See if they can run a long term business after having so much complaints. Show details
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Roxy R.
Roxy R.2 posts
 

Worst energy in Australia !!

Never received pay on time discount, despite paying them a way head of payment time. For the last 8 months same thing happening and no one cares. Every month I have been calling them and they came up with $30 compensation which is my own pay on time discount what a ridiculous company to deal with.  Show details
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Sam
SamSydney, NSW
 

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??? Show details
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Angel
AngelSydney, NSW2 posts
 

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. Show details

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Veda N.
Veda N.4 posts
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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? Show details
John
John
 
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Milan S.
Milan S.3 posts
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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. Show details
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Swati Suhag
Swati Suhag
 
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1one395
1one395Kingswood4 posts
 

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. Show details
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Mubin
MubinSydney, NSW5 posts
 

Worst

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 Show details
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Loz
LozSydney, NSW2 posts
 
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Archlegola M.
Archlegola M.Sydney, NSW
 

Systematic Robbery

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. Show details
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Felix S.
Felix S.
 
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spaceman
spacemanSydney, NSW8 posts
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Monopoly

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 new 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 quarterly) and in the instances I had to call them they were a bit unprofessional over the phone Show details
Joe
JoeSydney, NSW
 

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. Show details

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Jack C.
Jack C.
 
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Prashan
PrashanSydney, NSW
 

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. Show details
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jayg
jayg2 posts
 

not happy

very primitive company where i have to ring them to ask them to send my bill and i think the price is over the market and its monopoly and we as a owner dont have any options Show details
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Jie
Jie6 posts
 

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. Show details

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Brad
Brad
 

Good rates

Pros: cheapest rates, friendly customer service, cool website, no downtime

Cons: The receipt approach seems old school. Its 2019, Get an app so we can pay, and track our past bills. Show details ·  1

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Maria T
Maria T
 

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! Show details ·  1
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Michael
MichaelAustralia8 posts
  Verified

Hopeless rip off and terrible billing system

Forced sign up to Arc Energy as there is no other provider at the building. We have not changed our usage patterns from previous properties, however the cost is at least 10%-20% more.
In 4 months I have not had a single bill correct - every month I need to call them up and they 'adjust' the bill to a corrected amount. Next month rolls around and it says I have underpaid my previous bill and get additional charges added, so another call to have that fixed up.

- Cons
- Expensive compared to other providers
- Terrible & inaccurate billing system
- No online account management
- Only does monthly billing

+ Pros
+ The only positive is that when you call they answer pretty quickly and the people I have spoken with are generally nice & helpful Show details

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Eli Tiraf
Eli Tiraf
 

Five stars from me

Five stars. Well deserved by arc energy group. Very reliable and empathetic company. The customer support listened to my concern and really took the extra effort to come up with a convenient solution. Very much appreciated Show details ·  1
charles
charles
 

Quick response

The lights on my floor (in an Arc Energy embedded network building) turned off and an Arc Energy engineer came and resolved the issue by the end of the day. The engineer was also friendly and informative. Show details ·  1
Joseph
JosephSydney, NSW
 
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弗莱德 F.
弗莱德 F.Sydney, NSW2 posts
 

expensive

bought an apartment with the embedded network with ARC energy, for some reason i am paying at least 50% more than what I was paid, I did not change my lifestyle a lot, but I did pay a lot more money.its just insane. Show details
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Lochlan
Lochlan
 

Five star service

Moved into an Arc Energy embedded building and so far I'm VERY happy with the service. Great customer service - phone answered instantly and all questions answered. Good discounts offered without the need for negotiating! Show details ·  1
Tarek
Tarek
 

Great Australian customer service

Great local customer service. Thank you Jason for your time on the phone today! Went above and beyond to walk me through all the steps and processes of living in an embedded network apartment. Thanks for all the information. Show details ·  1
Wang
Wang
 

Smooth & Easy

It's been smooth and easy for the last 3 years. I appreciate having lowest rates offered to me as opposed to other companies that expect you to beg. Thank you. Show details ·  1
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Abir L
Abir L
 

Dedicated team :)

Reliable energy and customer service. I had one slight issue with my power supply and the customer service team assured me it was an external issue that was to be prioritised. It was prioritised and resolved within the hour. Dedicated team ! Show details ·  1
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Tania G
Tania G
 

Suprised my friends!

I had no idea how good i had it until i compared my energy bill to my friends bills; who are with origin and OC. I felt obliged to post a good review to thank Arc Energy Group for helping reduce the stress of bills without us having to ask for a discount! Show details ·  1
Kayla J
Kayla J
 

Connected Promptly & Professionally

Arc Energy group connected us in a prompt manner. The process was easy and the offer and conditions were clearly explained from the start. Any and all questions were answered by the knowledgable call centre. Show details ·  1
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Gray
Gray
 

Reliable Service

Bumped into one of the Arc Energy engineers in my building, i had a few questions which he answered willingly. Was good to see an embedded network hiring actual professional engineers as opposed to sales people. Show details ·  1
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