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Klacht: Opgelicht bij plaatsing slimme meter

with_joerg op 02 oktober 2015 over Stedin in de categorie Energieleveranciers

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✅ Klacht opgelost op 14 december 2015
Reactie van het bedrijf:

Geachte heer/mevrouw, Wij hebben geen reactie meer van u vernomen. Mocht u nog vragen hebben, dan kunt u deze altijd stellen. Indien u geen vragen meer heeft, zullen wij deze klacht als afgehandeld beschouwen. Met vriendelijke groet, Bianca Stedin Webcare

Klanttevredenheid: 1.0/10 ★☆☆☆☆
Bedrijf Stedin
Categorie Energieleveranciers
Status Opgelost
Datum 2 oktober 2015

Een klant van Stedin heeft een klacht ingediend over de plaatsing van een slimme meter, waarbij de meterstanden onjuist zouden zijn genoteerd. Na zes maanden ontving de klant een rekening met een aanzienlijk hogere energieconsumptie dan gebruikelijk, wat leidde tot de ontdekking dat de meterstanden van de installatie niet klopten. Stedin heeft bevestigd dat de geregistreerde standen verkeerd waren, maar verwees naar een andere meting die op een eerdere datum zou zijn gedaan.

Mijn Klacht:

On May 8 my meter was changed for a ‘slimme meter’. Two employees from STEDIN came, read the meterstanden of my old meter (I was not present) and gave me a card that they both signed. I had trusted this.

Now, six months later my energie supplier charges me approx 1500KWh more than I have been using for the past four years. I went back to the card and saw that the meterstanden from 8 May are so low, they cannot be right. Apparently STEDIN had to estimate the real meterstanden and was a bit high :D.

I contacted my supplier. They contacted STEDIN. STEDIN then replied that the Meterstanden from 8 May are in deed wrong, but accidentally a STEDIN medewerker was at my house on 8 April and also read something that fits they mentioned that there is a ‘werkbon’. However, I know that there was never a STEDIN employee at my house before 8 May and I requested the werkbon.

Now, STEDIN answered “Als bijlage stuur ik u de foto’s als bewijs.
Dit zou voldoende bewijs moeten zijn omdat het meternummer en de meterstanden duidelijk zichtbaar zijn.

Op de bon heeft de monteur een stand te weinig ingevuld. Deze standen zijn niet correct.”

This I find is problematic. The Bon that they first had mentioned as proof was now again somehow unavailable or wrong. So the card I got is wrong, the werkbon is sort of unavailable and they offer me now two fotos.

The problem is that the fotos are so cropped that it cannot be seen where this foto has been taken. In my opinion there are reasons why they crop it so much! It is probably in their lab/workshop after the meter has intentionally been cranked up to the desired state!

Gewenste Oplossing:

Get in contact with energiedirect.nl and charge me 1000 - 1500KWh less because only this is inline w my use for the past four years! Do not try to use one manufactured 'proof' after the other.

Beoordeling 1/10 star-1 (10)

Bericht van Robin van Klacht.nl

10 jaren geleden - Deze klacht is zojuist door Stedin in behandeling genomen

Bericht van Stedin

10 jaren geleden - Dear Sir, Madam, We tried to reach you on the stated phone numbers today. Unfortunately, we were unable to reach you. Therefor, I would like to inform you through this message. According to the department responsible for correct administrator of meters, the meter readings have already been adjusted and a message of that has been send to your supplier. Please do let us know whether your supplier has received these. If not, we will look into it! Kind regards, Nicole Stedin Webcare

Reactie van de melder van de klacht

10 jaren geleden - Dear Nicole, thanks for your speedy response! I have been in contact with energiedirect (Mr. Buimer) and they have not received any new information from STEDIN. The meterstanden have also not been updated (yet?) in the 'Landelijke Register'. Thanks for looking into this. --Joerg

Bericht van Stedin

10 jaren geleden - Hi Joerg, Thank you for your response! My colleague Nicole is out of the office until Monday. She's the one who knows the inside information about this case, so if it's okay with you I'll ask her to react on this when she's back on Monday. Kind regards, Kevin, Stedin Webcare

Bericht van Stedin

10 jaren geleden - Dear Sir, Madam, I just checked the information available to me. It states that a message was send throught the ''landelijke register'' dated 09-09-2015. However, this was done retroactively. It was most probably send around the time you contacted us through klacht.nl. Was this information also not know at Energiedirect? Kind regards, Nicole Stedin Webcare

Reactie van de melder van de klacht

10 jaren geleden - Hello Nicole, I have just been on the phone with Energiedirect for 30 minutes. Regrettably they did not receive any correction for the meterstanden that were read on May 8. I can only recmmend any consumer to be present themselves and watch when the meters get changed. Also to take photos themselves beforehand. The card that you get and that is signed by two STEDIN employees is apparently not worth anything afterwards. The suppliers do what they want here.

Bericht van Stedin

10 jaren geleden - Dear Sir, Madam, Thank you for your message. I will ask the department responsible for questions by suppliers what they can say regarding your file. I will report bck, when we have more information. Kind regards, Nicole Stedin Webcare

Bericht van Stedin

10 jaren geleden - Dear Sir, Madam, As promised, I would like to come back to you with the answers provided to me. On the 20th of May, as well as on the 2nd of October our leveranciersdesk (a special portal for suppliers) has been in contact with EnergieDirect. It is recognised that the meterreadings weren't properly transferred. Because of that, a correction was send. This was in May. Following that, EnergieDirect contacted us agian in October. In response to their request, my colleagues send them the pictures made of the old meter. Thus, EnergieDirect is in possesion of all the relevant facts and should be able to fix this with you! Kind regards, Nicole Stedin Webcare

Bericht van Robin van Klacht.nl

10 jaren geleden - We hebben bericht ontvangen dat Stedin een oplossing geplaatst heeft bij deze klacht

Stedin

Heeft op 14 december 2015 om 15:41 geantwoord

Geboden Oplossing:

Geachte heer/mevrouw,

Wij hebben geen reactie meer van u vernomen.

Mocht u nog vragen hebben, dan kunt u deze altijd stellen. Indien u geen vragen meer heeft, zullen wij deze klacht als afgehandeld beschouwen.

Met vriendelijke groet,

Bianca
Stedin Webcare

with_joerg

Heeft op 14 december 2015 om 15:59 geantwoord

Beoordeling 1/10 star-1 (10)

The last reply shows that STEDIN did not even read / understand my initial email. I say that the 'corrected' numbers submitted to Energiedirect were an estimation from STEDIN because the real numbers turned out to be unavailable. However, when STEDIN made the estimation they did not expect that I had bought high performance solar panels and in the time frame in question had produced 1.1MWH myself. The estimation would have been right if I would not have the panels.

STEDIN claims that the final proof for their estimation is a photograph that shows my old meter on a background/setting that IS NOT IN MY HOUSE! I am sorry, but I cannot accept this a proof.

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Tip van onze consumentenexpert

Bij geschillen met uw energieleverancier kunt u naar de Geschillencommissie Energie. Leveranciers mogen geen onredelijke opzegboetes rekenen en moeten transparant zijn over tarieven.

Bron: ACM / Geschillencommissie Energie

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