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

“Booked a boiler service back in November 2019 for 15 January 2020 for an 83 yr old who lives on her own . I get a call from her yesterday ( 15 January ) British Gas not turned up , after phoning them last night which took 20 mins to get through I’m told the slot I had the printed confirmation for didn’t exist, next available slot is 17th March 2020 , I said not good enough. Phoned back again today 17th ( this time took 40 mins to get through ) faced with a rude member of their so called team tried every excuse in the book to pass the blame to all but British Gas , basically told 17th March is next date so tuff , I’ve started a complaint against them but will not be holding my breath, company is a total shambles along with its inexperienced staff who haven’t a clue how to speak to the customers who pay their wages , the sooner I can get my mom swapped away from this terrible company the better . Just a warning to others , keep clear of BRITISH GAS !!!!! A disgrace.”

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Posted 5 years ago

“Trying to leave yet trying to give you a reading via your website or chat service is impossible I despair no wonder I want to go over to bulb roll on the 24th”

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Posted 5 years ago

“The app is excellent, makes everything very easy! Some great rewards too!”

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Posted 5 years ago

“Appalling customer service from a once top of the league company but alas no more. As a customer for 35yrs the company have gone downhill massively and i had a shocking experience on the telephone like one of the other reviewers. I also saw on my online account they was planning on increasing my electricity direct debit by a further £100 a month and i had to ring to tell them it had been calculated wrong as there was payments not credited to my account which they had not allowed for. It was a uk customer services issue but i was put on hold for quite a while why the adviser so called reckoned up my consumption , only to be transfered to a collection team without my knowledge then harrased by a toe rag who thought i was an easy target because im widowed and he made me feel like a criminal. We ended up arguing and i put the phone down on him with nothing resolved and i was very upset and shaken at the ruthlessness of this arrogent man. I can imagine an elderly person would be scared and distraught and feel bullied with staff who stoop so low. Cocky in my opinion. Anyway i promptly made a complaint about him and the previous adviser who put me through probably because she couldnt handle the enquiry. I am now awaiting the outcome of the complaint but Im afraid theyve lost my custom as a result of this telephone call experience. They used to have a customer services team they could be proud of who was polite and helpful but most of all staff who could do their jobs, was motivated and helped the customer and resolved any issues. Now they resort to bully boy tactics and imposing fear on vulnerable customers. This is a big step back from british gas. No wonder customers are leaving in their thousands. Money will spend anywere and loyalty means nothing to them anymore.”

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Posted 5 years ago

“British gas are a very terrible company, they do not pro actively deal with complaints, mine has been ongoing since August 2019 of which they closed without consulting me and re-opened in September 2019. I have phoned up on several occasions and asked for an update on my complaint to be told that someone will call me back. this never happened and lead to them entering my property with a warrant (due to dispute) and changing my meter. Money has been coming off my account in lump sums and they are now claiming nothing has been coming off. i will never personally use them again in my life. stay away for your own good. company clearly acts under handed.”

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Posted 5 years ago

“I am a customer of has Utilla Energy a existing up and running company I was informed by British Gas that they will be taking over my energy supply.. I finally got through to an agent he refused to let me cancel this fictitious contract. So I have never agreed to become a customer of British gas and they are refusing to let me cancel their so called a contract They also told me I need to inform my existing I have informed them but keep getting e-mails saying welcome to British Gas! I don’t want British gas who can blame me after reading so many bad reviews on this site.”

Helpful Report

Posted 5 years ago

“I am a customer of has Utilla Energy a existing up and running company I was informed by British Gas that they will be taking over my energy supply.. I finally got through to an agent he refused to let me cancel this fictitious contract. So I have never agreed to become a customer of British gas and they are refusing to let me cancel their so called a contract They also told me I need to inform my existing I have informed them but keep getting e-mails saying welcome to British Gas! I don’t want British gas who can blame me after reading so many bad reviews on this site.”

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Posted 5 years ago

“Smart meter app is shockingly bad. So slow and out of date. Never says the correct balance. First top up £10 which has been taken from my bank on my bank statements which never arrived on smart meter no email from BG no receipt number from BG. Still trying to contact BG recorder telephone message says sorry calls can take 45 minutes to answer please call back in 48 hours and then cuts you off. We was emergency credit as meter had only just been installed. So we tried agin this time only £5 which took one hour to register on the meter. We thought at last let’s try £50 but apparently BG app said we had reached our limit for the day. So we then had to wait until midnight to try again which at last it worked. I thought great £55 on gas smart meter. App still says we have a total of £3.88 which was updated at 12.00 am on the 9th Jan it is now 23.55 pm on 10th Jan almost 36 hours later and it still says we only have £3.88. If we manage to get through to British Gas I want them to come remove these so called Smart Meters and give me back my old pay as you go card and key meters.”

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Posted 5 years ago

“Awful awful experience with British Gas. Chose to go with them when I moved into a new house. Had issues getting my meter working, signed up for direct debit but they never came and swapped the meter. Took the direct debit but didn't supply what I had paid for. At one point an agent straight up lied and told me that my money had been taken for an installation fee. Then the new boiler was installed, but not signed off properly or guaranteed. Booked in for a smart meter and on the day, the engineer informed me he wasn't coming as he was emergencies only. I've had to take days and days off work and nothing has been sorted. On my 5th official complaint and had to get a third party involved as they never bothered to respond.No one takes responsibility. You get transferred from department to department and nothing has been resolved. When I spoke to the complaints team, they informed me that 'different customers value their own time differently' - and they clearly don't value it at all. I am so angry and frustrated and just miserable from the whole thing. I wish someone had warned me just how awful they would be and how disappointing there service would be.”

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Posted 5 years ago

“I switched to BG and I regret it. Booked an appointment to switch from a prepay meter to credit in November and the earliest date was Jan 2020. You know how it can be difficult to book days off work etc. Only to ring them on the day and found out nothing had been logged into the system... 😡😡😡😡 how frustrating the assistant had to start rebooking everything from scratch and eventually told me I couldn’t be on a credit meter due to low credit score. Surprisingly last month all was booked fine and he said I should try again in 3 months. Who the hell has time to wait for three months? I am so annoyed with their services because this is the 3rd they have not been logging any of my appointments onto their system.”

Helpful Report

Posted 5 years ago

“Shocking service after 13 years loyalty and £1000's of pounds. We've had them since 2007, we are supposed to have an ANNUAL (that means once per year) boiler service as part of a CONTRACT. I put my house up for sale in September, called in October to see when my boiler service was due. I was told it was serviced the previous October. As it's an ANNUAL service, it was due. I called to be told there's a three month waiting list and it couldn't be done until January. I explained that it would be overdue, they then started quoting small print etc and said "technically" as the contract had originally been taken out in January 2007 it wasn't classed as overdue until January! However they knew they had a three month backlog, every year they email a reminder that the service is due, they've failed to do it this time. They should have emailed in July ready for a three month future appointment in October. They aren't bothered in the least, they are still advertising for new customers to join the Homecare agreement bit can't cope with the ones they've got! They also fitted two replacement smoke alarms as part of the gas, drains and electrical insurance agreement. A year later they both went faulty and wouldn't stop bleeping. I had a baby trying to sleep overnight, the nearest engineer was 150 miles away with an ETA of four hours minimum. We had two options, not sleep or disconnect the smoke alarms. They later denied fitting that make and model at all until I pulled paperwork to prove they had supplied them. The engineer who replaced the faulty ones (three days we were without a smoke alarm!) told me that British gas were aware that the ones he was replacing were a faulty design, but they'd previously denied it. So we pay £600 a year for people to service the boiler annually and they don't. They fitted faulty smoke alarms, denied they fitted them then we're forced to admit they do. Finally after arguing on Twitter with them, as they wouldn't answer the phone, they published my personal and private phone number to the entire world via their Twitter page and it was up for over an hour!!!. They were good originally, they're now taking on too much work, can't cope and don't care. To sell my house, despite them getting £600 a year, I've been forced to pay for an independent gas engineer to service my boiler so the buyer will sign for my house! Just look at the Twitter feed for them, they're not servicing 100's of people's boilers annually at all.”

Helpful Report

Posted 5 years ago

“Shocking service after 13 years loyalty and £1000's of pounds. We've had them since 2007, we are supposed to have an ANNUAL (that means once per year) boiler service as part of a CONTRACT. I put my house up for sale in September, called in October to see when my boiler service was due. I was told it was serviced the previous October. As it's an ANNUAL service, it was due. I called to be told there's a three month waiting list and it couldn't be done until January. I explained that it would be overdue, they then started quoting small print etc and said "technically" as the contract had originally been taken out in January 2007 it wasn't classed as overdue until January! However they knew they had a three month backlog, every year they email a reminder that the service is due, they've failed to do it this time. They should have emailed in July ready for a three month future appointment in October. They aren't bothered in the least, they are still advertising for new customers to join the Homecare agreement bit can't cope with the ones they've got! They also fitted two replacement smoke alarms as part of the gas, drains and electrical insurance agreement. A year later they both went faulty and wouldn't stop bleeping. I had a baby trying to sleep overnight, the nearest engineer was 150 miles away with an ETA of four hours minimum. We had two options, not sleep or disconnect the smoke alarms. They later denied fitting that make and model at all until I pulled paperwork to prove they had supplied them. The engineer who replaced the faulty ones (three days we were without a smoke alarm!) told me that British gas were aware that the ones he was replacing were a faulty design, but they'd previously denied it. So we pay £600 a year for people to service the boiler annually and they don't. They fitted faulty smoke alarms, denied they fitted them then we're forced to admit they do. Finally after arguing on Twitter with them, as they wouldn't answer the phone, they published my personal and private phone number to the entire world via their Twitter page and it was up for over an hour!!!. They were good originally, they're now taking on too much work, can't cope and don't care. To sell my house, despite them getting £600 a year, I've been forced to pay for an independent gas engineer to service my boiler so the buyer will sign for my house! Just look at the Twitter feed for them, they're not servicing 100's of people's boilers annually at all.”

Helpful Report

Posted 5 years ago

“I am a customer of breeze energy who has apparently been switched to British gas. As I do not want to be a British gas customer I followed the instructions in their email to contact them to cancel this contract. However when I finally got through to an agent he refused to let me cancel this contract. So I have NEVER agreed to become a customer of British gas and they are refusing to let me cancel a contract I never requested. This is preventing my switch to octopus and just causing me wasted time completing complaints. Unbelievably bad customer service - but then that is what they are best known for.”

Helpful Report

Posted 5 years ago

“If I could give no stars I would, the telephone staff are awful and either don’t write notes or don’t bother to read them. Numerous phone calls and nothing resolved, they refuse to send emails stating what they said over the phone. Cowboys.”

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Posted 5 years ago

“British Gas is just terribly mismanaged. The app does not work. They don't have smart meters and they don't train their telephone staff very well.”

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Posted 5 years ago

“Ordered HIVE with installation. First appointment was about a months wait. Got a call to reschedule for a week later. Waited in at home all day, no one turned up. No phone call. I know British Gas have a history of missing appointments. I just cancelled and got my money back. Not prepared to have another wasted day stuck at home. No compensation offered and no response to complaint email. Rediculous.”

Helpful Report

Posted 5 years ago

“Ordered HIVE with installation. First appointment was about a months wait. Got a call to reschedule for a week later. Waited in at home all day, no one turned up. No phone call. I know British Gas have a history of missing appointments. I just cancelled and got my money back. Not prepared to have another wasted day stuck at home. No compensation offered and no response to complaint email. Rediculous.”

Helpful Report

Posted 5 years ago

“I'm so disgusted with British Gas. I pay for Homecare services at £42.71 monthly. Everytime I book for someone to come out for a problem no one turns up. I have been flood with excuses after excuses. So far for my current problem they have missed 4 appointments. Left me sitting at home waiting for the Engineer to turn up, no one turns up and no one calls. Here are some of the rediculous excuses I have been told. The Engineer came and said I have a metal bell? I don't have a metal bell... The Engineer called? I did not get any call.... Why did not the Engineer leave a message if they called? Their not allowed to leave messages. These Engineers refuse to go to jobs and make up any excuse to cover their backs. I have emailed in complaint after complaint and have received no response. My last appointment was stared, meaning their not to miss this appointment. They still did not turn up. All they did was cancel the job and start again so it does not show up as 3 missed appointments. First and second appointment was rescheduled automatically. Third appointment was stared meaning not to be missed. After this the whole job was cancelled. So I'm starting back with appointment one. That's how they cover themselves. British Gas usually pays out £30 per missed appointment. For all 4 appointments missed they offered me an insulting £40. British Gas have previously paid out 1.1 million in 2017 for missed appointments. Google it. There is no point me paying for Homecare services and not receiving the service I'm paying for. I'm leaving now. Good bye British Gas. I'm talking my custom elsewhere and also I found homecare services cheaper elsewhere. Over the past 5 years they have missed approximately 25 appointments with me. I have lost all hope in the company. Rediculous....”

Helpful Report

Posted 5 years ago

“A greedy aggressive bunch who decided to increase my 100 year old mothers monthly payments by £100.No reason and when she rang up she was treated like a child(despite being a customer for73years!) then followed harassment on the phone which made her ill,I got involved but met a wall of disinterest and corporate flim flam,in the end switched suppliers and now pay £130 less a month than BG’s ‘projection’Avoid!!”

Helpful Report

Posted 5 years ago

“Thank you We have received your message, and one of our Customer Service Advisors will be in touch in the next 21 working days. 21 working days (5 weeks) to answer an email. What a joke”

Helpful Report

Posted 5 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