Name: British Gas
Address: PO Box 4805, WORTHING
Rating: 1.21

“4 months to solve smart meter issues customer services one of the worst o have ever dealt with”

Posted 4 years ago

“As a BG customer of many years l would like to know why BG has not bothered to contact me regarding a boiler service? I have been a home care customer for a number of years and tryingbto reach someone on the telephone is almost impossible, what happened to customer service, is it time to go elsewhere?”

Helpful Report

Posted 4 years ago

“great service from keir had trouble with taking old watertank away.no problem keir came to mend a light fitting and took it away for me in his van.so happy with service well done british gas.”

Helpful Report

Posted 4 years ago

“ABSOLUTE DISGRACE !!! absolute disgrace when people are struggling because of covid... spent hours on phone and online chat to explain why I was struggling to pay.. don't believe the bull about they are here to help... how did they help me ? they said they would enter my home with a warrant and change the meter to prepaid... and sent debt collectors round... THEY DO NOT GIVE A TOSS...... THEY ACT MORE LIKE THE GESTAPO THEN AN ENERGY COMPANY... DISGUSTING !!!!!”

Helpful Report

Posted 4 years ago

“ABSOLUTE DISGRACE !!! absolute disgrace when people are struggling because of covid... spent hours on phone and online chat to explain why I was struggling to pay.. don't believe the bull about they are here to help... how did they help me ? they said they would enter my home with a warrant and change the meter to prepaid... and sent debt collectors round... THEY DO NOT GIVE A TOSS...... THEY ACT MORE LIKE THE GESTAPO THEN AN ENERGY COMPANY... DISGUSTING !!!!!”

Helpful Report

Posted 4 years ago

“ABSOLUTE DISGRACE !!! absolute disgrace when people are struggling because of covid... spent hours on phone and online chat to explain why I was struggling to pay.. don't believe the bull about they are here to help... how did they help me ? they said they would enter my home with a warrant and change the meter to prepaid... and sent debt collectors round... THEY DO NOT GIVE A TOSS...... THEY ACT MORE LIKE THE GESTAPO THEN AN ENERGY COMPANY... DISGUSTING !!!!!”

Helpful Report

Posted 4 years ago

“they have closed the customer service line there is no chat facility I have put up my bill 30% without warning and automatically renewed it and I cannot get through to anyone one to stop it or amending it was very expensive to to cover a small fault with a years annual HomeCare at £300 I should have just gone to to a plumber to fix it it it was a small fault and then I wonder been tied in for 12-months stay well away from this this oversized company that can't cope with its customers”

Helpful Report

Posted 4 years ago

“We joined BG in May ‘19 and the first seven months seemed fine. Around Xmas they began doubling the monthly DD without writing, or writing and confirming a lower amount. I reclaimed and paid manually to protect my mortgage payments. Battled on to correct estimated start readings. Maintained original payment schedule and initiated leaving early June with a modest credit on the accounts. Received three bills in mid July (after account closure) claiming I owed £154, then £194, then £249. On receipt of first bill, asked BG to prove the debt. Despite regular contact and repeated requests, it failed to do so. In Sept, BG placed 3 late markers on my credit file for the disputed debts (2 gas and 1 electricity), which has derailed an ongoing mortgage application. Raised a claim with ombudsman and discovered that BG had placed us on the standard (most expensive) tariff and backdated this to January, that BG had also increased the debt to £336 added an additional £28 ‘debt recovery fee’ and forwarded to a debt collection agency during investigation by the ombudsman. This is contrary to FCA sourcebook guidance. I have received no justification for the increases after account closure. The markers have reduced my mortgage offer by £80k-£100k and forced us to radically downscale our aspirations. Instead of looking forward to buying our dream home with our two small children we’re are struggling to raise enough to even remortgage our current home! Even after being forced to pay hundreds of pounds in disputed debt in full (on a without-prejudice basis) to its debt collection agency, British Gas refuses to remove the late markers. After following BGs advice to escalate to the ombudsman, BG refuses to speak to/correspond with me on the matter. I am left hundreds of pound out of pocket and essentially unmortgagable! Taking out a British Gas contract ranks amongst the worst decisions I’ve ever made. It’s no exaggeration to state that British Gas have ruined my family's dreams! COME ON, British Gas, do the right thing and remove the late markers. Don't punish my children for the dispute you have with me!”

Helpful Report

Posted 4 years ago

“The worst company ever! Terrible rude customer service people. An engineer came to service the boiler last week after 21 months, it's supposed to be an annual service, but I am told I am not entitled to any refund. After 3 days the boiler has broke we have had no heating and no hot water since 17th Oct and I cannot get an engineer to come out till the 21st Oct. My husband and I are both OAPs but we are not classed as priority........ Your a Joke BG. As soon as my contact runs out I will be switching, you don't deserve loyal customers. Steer clear!”

Helpful Report

Posted 4 years ago

“Harass for paid bills. Rude scumbag employees. I hope they go bust or cut half their useless staff.”

Helpful Report

Posted 4 years ago

“We based in Leicester, we live in a private house, amd british gas turn off our gas because of a debit of previous tenant, we called them, amd they told us they send us the accredit, bit we are still without fas from wednesday, and i have fever at 39, not a serious company, I hope you will not chose this company. Very bad customer service, embarassing way of managing the emergency, leaving people without gas in october.”

Helpful Report

Posted 4 years ago

“Final bill with BG was incorrect. Been going on for 6 months now and I have proved beyond reasonable doubt they have charged around £80 in excess of what it should be. No response other than threats from the company. Their dedicated complaints line is not monitored and leads to FAQs only. Thought Ombudsman might help to get BG to at least look at the issue but frankly O behave like a subsid of BG. Instant denial is the tactic used. Problem what problem ? So in the end you are forced to pay an incorrect amount, no discussion just pay up or we'll damage your company using the credit score system is what they say.”

Helpful Report

Posted 4 years ago

“Awful. Cost to call, long wait, got through and person sounded like they were calling from the fourth dimension. Finally got my address across then after 45 minutes of waiting and paying their line cut off and couldn’t even both to call back. Disgrace. Be ashamed”

Helpful Report

Posted 4 years ago

“The engineer visited us on Wednesday to identify the problem, returned on Thursday with the part fitted it, but then identified a further problem. He returned later that day at 6.00pm to fit the last part and stayed until after 7.30pm to complete the job. Amazing committment to the job, and such a capable and nice guy - fantastic service. (If only British Gas had the ability to give feedback directly on their web site apart from complaints)”

Helpful Report

Posted 4 years ago

“Absolutely awful customer service abusive and really horrible advisors over the phone really bad attitude behaviour nasty patronising sarcastic shouting and yelling over down the phone to me talking down to me like I was a child really shocking many times I've been left in tears over the way I was spoken to was beyond awful there was one male advisor over the phone to me who was so very very nasty the way this person spoke to me was unforgivable and really uncalled for. I had a few British gas advisors speaking to me as a disabled woman really shocking and been passed around 4 5 6 7 times talking to different advisors past from piller to post left on the phone 45 mins for them to cut me off I then spend another 35 40 50 mins again on the phone for then for me to gone on to the wrong department. I've been left without heating my gas fire broke no body from British gas wants to know they said that they cant help me as I'm a private tenant not landlord I've been left without heating for 10 days now no other forms of heating at all. British gas dont want to know but yet I'm supposed to be top piroty with them not any more I'm now leaving British gas after 4 years being with them because of their customer service its beyond shocking really rude unpleasent staff over the phone. No apology no letter explaining to me why I didnt get any apology from rude unpleasent horrible staff over the phone. Customer service as really gone down hill. They are not recommended at all I have put in several complaints this year about british gas and yet no one has written to me by email or by letter no response with british gas at all. Shocking behaviour shocking customer service 0 stars”

Helpful Report

Posted 4 years ago

“Shocking customer service from this useless company. I was promised a refund on a homecare agreement that wasn't properly closed down by an incompetent customer service advisor. BUT - how to contact them? Chat is unavailable, try to contact by phone - they're not answering routine enquiries as all their agents are dealing with "boiler breakdowns" So, I'm left with using snail mail - and the chances are no one will even look at the letter. DO NOT, I repeat DO NOT ever use this company”

Helpful Report

Posted 4 years ago

“Worst Energy Company Ever! Please Avoid! Over 20 years I've used British gas. Now on universal credit due to covid so paying up my energy bill. British Gas ruined my credit report by putting 3 non payment complaints on my credit report. Even though I've paid them!”

Helpful Report

Posted 4 years ago

“Nearly a year ago, I took over the gas meter as new owner. After a few weeks it was evident that it was not working - it was not moving forward (later turned out to be intermittently faultily moving forward). Very obviously not measuring my gas useage. It took hours and hours and hours and extreme stress to me to communicate this simple matter to British Gas. Eventually on not getting through I used the transcript. The experience was as of talking with five year olds (who would have done infinately better than they). They kept turning the conversation circular without any action for me to take and absolutely no comprehension that my gas meter was not working. I have a copy of the transcript. Unbelievable. They lost my business because I went to a cheaper deal and much better service but also of course because of this. They ended up resolving the meter problem by not acting on it, but passing it on to the next company and reducing my final bill to £5 (very worryingly expensive for all if this is how they do business - just write things off - even over a very simple matter. An embarrassment to Britain. They would not even write to say that they had learned from it and properly sorry in that way. Very vague about it. Then in the last few weeks because I have my boiler warranty with their other wing I had to discuss my warranty. Again - two operatives were insistent on giving me the wrong information and sounded very disinterested. Eventually they acknowledged that what they were saying was incorrect and that my information in writing from them was the correct version. Shame on the managing directors of British Gas for not caring for, investing in, training up, empowering, giving autonomy to their front line staff. Very bad.”

Helpful Report

Posted 4 years ago

“they publish incorrect contact numbers and email addresses that dont exist!! Its like theyve made it impossible to contact them........but if you call the New Business number they answer within 20sec. Funny that.......”

Helpful Report

Posted 4 years ago

“British Gas has lost its way: in the past 2 years I have problems on line paying my gas bills, there was always a problem. My most recent last sat 10/10/20 I entered my meter readings and shortly after that rI received notification of the bill for my electricity and gas. I followed the process of entering my card details only for a message to tell me my card had not been accepted, 5 minutes later I received a message from my bank telling me that £144.40 had been requested by British Gas and for me to confirm this. A few minutes later I called the number on one of my bills 0800 107 0224 only to be advised that this line is not now in operation and to call 03332029802. Being cautious I checked this number on BT and was advised the number was unsafe and located in France.. I tried several other numbers with out success. I emailed customer services and for some reason the email address would not allow me to put a a heading for the subject of my email!!! so I sent it without a heading. Guess what! my email came straight back to me!! I manage a complex that houses retired residents and many do not have computers so it is hard for them to contact BG. many of their bills are sky high with one elderly chap paying monthly £117.00 for a all electric 1 bed flat and BG take his money on time despite his emails asking for justification for such high bills. Many of my resident's are going off direct debit and paying quarterly and their bulls have almost halved but they are finding it difficult to get back their debit over payments. How ever they feel Paying quarterly by cheque etc they are in control. BG will shortly be losing customers from my complex including me. Awful, awful service and difficult to contact. I have given 1 x star but only because other wise I wouldn't be able to get on this site. So BG from me and my residents a zero stare rating.”

Helpful Report

Posted 4 years ago

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 17%
Accurate And Undamaged Orders	Greater than 80%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Returns & Refunds
Refunds Process	Difficult

British Gas Reviews