British Gas Reviews

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

1.2 Rating 3,027 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,027 reviews

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

Visit Website

Phone:

0800 980 6005

Email:

customerservice@britishgas.co.uk

Location:

PO Box 4805
WORTHING
BN11 9QW

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Appalling service. Boiler not starting, expansion tank leaking, closest appt was in 3 weeks on 11th Nov. They then ring up today (11th) to say they can't make it & next available appt is 25th Nov! Boiler service used to be reasonable timescale now often months wait & then they often ring to put it back weeks. Overall Homecare is a useless service & I am paying £30 a month for it! Not anymore, don't touch this service with a bargepole.”

Helpful Report

Posted 5 years ago

“AVOID Homecare agreement. They will take your money, £55 a month in my case and leave you without heat or hot water for a week. Not enough engineers apparently. Sorry. Raised a formal complaint, they don't give a monkeys. Helpline staff are harassed, warn down. They expect you to leave and they don't care either. I have been a full homecare customer for over 15 years. Appalled that such a profitable company behaves in this way. They don't deserve your business so don't give it to them. You are better off with a smaller company who cares!!!.”

Helpful Report

Posted 5 years ago

“Try never to buy any product from British Gas, specially the boiler, never known such a poor standard of workmanship and distorted prices, they shouldn’t have name British. It’s a disgrace full company. DO NOT use British Gas, you have been warned.”

Helpful Report

Posted 5 years ago

“Terrible service- boiler broke down 10 days ago and first appointment available was today- we are a family with three children but we begged and borrowed some fans and lived through the cold for 10 days. Half an hour before engineer was due BG called to say they had cancelled our appointment as they had to visit someone who was higher priority than ourselves. They said they would phone back to arrange another appointment, but failed to do so. After several frustrating phone calls we finally managed to get through to BG and have now been told that next available appointment is 18th November (another 10 day wait!!!)meaning we will have been without heating or hot water for 20 days!!!!!! What on earth are we paying for with our homecare cover???? Then, on questioning, the operator could not guarantee that we would not be “reprioritised” again. Appalling - don’t buy home care it’s a waste of money. I would have given 0 stars rating but website won’t let you.”

Helpful Report

Posted 5 years ago

“Terrible. There is no service. Paying a fortune on Homemade only to have no heating or water for over a week. Will not be renewing again .”

Helpful Report

Posted 5 years ago

“Only chose one star as there was no option to leave no stars- absolute second rate company. I would recommend have your appliances checked following their visit. Could not get them even to answer the phone- DO NOT USE THIS COMPANY”

Helpful Report

Posted 5 years ago

“Bought a flat which was registered to British Gas already (the previous owner forgot to close their account). That was fixed without issue. I gave the details of the flat since I don't have access to meter and was told my bill would be £40/month. 6 months later, after a review, I was around £120 in credit (i.e. I'd been overpaying based on my usage). Bill didn't change though. Another 6 months later, I get a letter saying my bill was going up to £93/month and that I was £100+ pounds in debit. Confused, I called BG to ask what was going on - they genuinely couldn't tell me, their system apparently doesn't give any details. But they said they could bring my bill down to £67/month. For context: I live in a small 1 bed flat. A single radiator in the living room is enough to heat the place and only goes on when a jumper isn't enough to get warm. There's not a chance in hell I'm using £67 worth of electricity every month, never mind £93. Told them that's a joke and I got on Uswitch and changed supplier immediately. Stay well clear of BG would be my advice.”

Helpful Report

Posted 5 years ago

“I’ve been a BG customer for many years for them to service my boiler. My yearly check was always in August, but in the last few years it has got later and later. Last year it was pushed to December, so prepared this year to book in November. But NO NO can’t get a booking until FEBRUARY.So it’s not a yearly check it’s now a 14 Month check. DISGUSTED”

Helpful Report

Posted 5 years ago

“Appalling customer service. No hot water for 9 days, 4 weeks to replace a broken radiator, old radiator has been left on front doorstep for 5 days and still not resolved despite numerous promises. Do NOT buy a Homecare Agreement from British Gas, absolute shambles!!!”

Helpful Report

Posted 5 years ago

“As with other complainants below boiler broken and the best British Gas can do under an expensive service contract is get an engineer to me in 7 days. A disgrace!”

Helpful Report

Posted 5 years ago

“THE worst company ive ever had the misfortune to deal with. Im genuinely too angry to type anything else...oh and look up the dictionary definition of the word " resolved". If youre not already with this shambles of a company ( the poorest customer service anywhere )...go somewhere else...seriously.”

Helpful Report

Posted 5 years ago

“British gas service contracts. Currently have no heating and water and have to wait five days. Have been told I am lucky as some people are waiting until December. How can this be service?”

Helpful Report

Posted 5 years ago

“British Gas are appalling to deal with. Took out a Homecare agreement last year. They have cancelled the servicing of my boiler which was due tomorrow and booked in by myself weeks ago. The only available time is the end of January 2020. What is the point in having a service agreement if you don’t feel protected over the winter months? Shame on you British Gas for signing people up for a service that you can’t actually fulfil. Don’t think of signing up with them.”

Helpful Report

Posted 5 years ago

“British Gas, what a screw up. Boiler not working, no heating or hot water and you won't send someone out for an initial appraisal for two weeks... Your suggestion was I sort it out with an independent engineer, remind me what I buy insurance cover for? No proactive follow up and no timely response to complaints either. Woeful”

Helpful Report

Posted 5 years ago

“The worst service provider.. They take the money every month , but when it comes to service, you will be provided a date after long wait. Then they reschedule the service a day before the appointment. No refund policy for the missed SLA. The customer agents are typically rude . They open a new complain and close it immediately saying that a new appointment is given. You cant trust these guys.”

Helpful Report

Posted 5 years ago

“I pay a lot of money each month for British Gas Homecare. Now it’s the end of October and my boiler has broken down, leaving me with no heating or hot water. The earliest appointment for an engineer is a WEEK away. it is impossible to speak to an actual person when you phone. Don’t be fooled by the BG adverts which imply they will turn up as soon as you have a problem!”

Helpful Report

Posted 5 years ago

“I signed up To smart pay as you go after many years being on this type of prepayment and it worked well for me. No bills or debt which I really liked. After the change over date I was placed into credit mode until smart meters installed this was ok for and I would money aside for the final credit bill after meters installed. Meters were installed well over a month after change over and I expected and signed up for smart pay as u go. smart meters installed were not pre payment method Meyer’s and after a few weeks of trying to get what I signed up for in a contract was told oh no we can’t change you to what you did infact believe you was getting because we don’t do that Ian your area. I am now on a credit smart deal that was not requested or indeed promised. I was totally missold this utility and left with a service I did ask for want or even agree to. I was lied to over the phone, promised call backs that I never received and still now over two months later in the dark over what can be done. I have since cancelled all my home insurance boiler etc after years of being a loyal customer and await a resolution for gas electric supply but their ignorance of this case will probably mean I need to switch suppliers again. Buyer beware and and think twice before you sign up to this company that lied and missold me this utility.”

Helpful Report

Posted 5 years ago

“I suggest that anyone taking out a Home Care agreement be aware of this as when you pay insurance you do not expect to be charged more in excess for any claim than the repair actually cost! We have been Home Care customers for a few years. Recently we had need to call them out as we awoke to a large water stain on our living room ceiling and wall. This was directly below the bathroom so I went to investigate. When I moved a storage cupboard we have in the on of the tiles fell off revealing damp and mouldy plasterboard. This was on the boxing around the pipework for the toilet. It was that damp that you could easily put your finger through it. As I could not see the pipework as it went into the wall I called British Gas Home Care. I will be fair to them, they did give an appointment that day. The engineer came, looked at the toilet and found a bolt needed tightening on the freshwater inlet as it had a slight leak. This took him 2 minutes. I asked about the pipework in the wall and showed him the damp and mouldy plasterboard, also explaining about the patch downstairs. He advised that all internal pipework would be fine as it would be plastic. He told me to wait a few week for the plaster to dry and then stick the tile back on. I asked again if he should check it and he advised that there was no need to. He was in the house for 3-4 minutes as the most and all he did was tighten a bolt. Today I have received an invoice for £60 excess, now I accept that I have an excess of £60 on the plan but I doubt the job cost £60 so I rang British Gas to query this amount. I am not trying to get away with paying it and I fully expect that if the job cost £60.01 I would pay the first £60 of this. What I also expected was that if the job was less than £60 I would only pay the actual amount of the job. For example if the job cost £40 I would pay £40. This is not the case I still have to pay the full £60. British Gas advised that even if the repair cost £5.00 I would pay the full £60.00 excess. I tried to explain then that this is a bit of a scam as not only are they taking my £20.00 a month for the insurance but they are then making money on a repair that I have made. So in this instance my insurance was of no use as I had paid more in excess than what the repair cost British Gas. The would not accept this and just advised that even though the engineer was on site for a few minutes and he only tightened a bolt, not using any parts it is still a repair and as such I need to pay the £60.00 excess. I asked to speak to a manager and when the colleague came back to the phone he advised that someone would cal me back before 6pm. I advised that I was at work as 4pm so would wait, it was around 3pm at this point. He went to get a different manager and then came back advising that this one would call me back before 5:30pm. Again I advised that I was at work from 4pm but he advised that we are only doing call backs for complaints as we are busy and they needed to deal with customers issues. I challenged this as they had not dealt with my issue yet as I was being told I had to wait for upto 2.5 hours for a call back. Colleague at one point advised "the managers are busy and have other things to do rather than speak to you". Suffice to say I got nowhere on this call. I did receive the call back later on but only got told the same. At one point it was said that the terms and conditions stated that I would pay the first £60 of any claim. I advised that I accept this but if the claim did not come to £60 surely I should only pay the amount up to this. No one seemed to understand the point I was making. The long and short of this is that I will end up paying the £60 excess although it is leaving a bitter taste that I am paying more in excess than the repair would have cost. I will not be renewing with them next based on this experience so far. I suggest that anyone taking out a Home Care agreement be aware of this as when you pay insurance you do not expect to be charged more in excess for any claim than the repair actually cost!”

Helpful Report

Posted 5 years ago

“People should be aware British Gas use self employed contractors to fit systems and they are not always British Gas own employed engineers. I had the bad experience of having a contractor fit my central heating system and while doing so he flooded my lounge ceiling which had to be replaced. This caused a lot of stress and upheaval. The British Gas advert leads us to believe all engineers are employed directly by British Gas which is misleading.”

Helpful Report

Posted 5 years ago

“I moved into a new property and was put into debt straight away and when I tried to get a refund it cost me £50 on 20 phone calls being put on hold and lied to by staff and sent to and from my local store 5 times and still didn't get any joy with them I'm switching today. Don't accept BRITISH GAS even know what their doing. Everyone gives you a different answer to the same question.”

Helpful Report

Posted 5 years ago

British Gas is rated 1.2 based on 3,027 reviews