British Gas Reviews

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

1.2 Rating 3,026 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,026 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

“I moved into a property, I was told I was with british gas (prepared meters) . I have never worked with these before, so I requested for them to be changed to credit meters. After 10 failed calls and being cut off. I was told this wasn't an option. I had to wait 28 days from being in the property, then I was only able to change to credit meters after a smart meter was installed. So after 28 days, I booked in to get a smart meter installed, taking a day off work for this. The engineer comes, after 2 seconds he tells me a smart meter can't be installed in my propeety because of where my meters are, and that it is on the system for this house that a smart meter can't be installed. Totally wasted my time. I since left British gas after a month, now I receive an energy bill from them, even though I used prepared meters, for a month. Absolutely useless company. Don't even bother trying to ring customer services, you're on hold for hours and you get cut off and no one bothers to call you back. Not to mention you get letters EVERY SINGLE DAY sent to you. Worst experience of my life when dealing with an energy provider.”

Helpful Report

Posted 4 years ago

“Tried for an hour this morning to get through on the telephone then the chat line to ask a simple question. They put me on hold then cut me off! No one to actually talk to! Dreadful customer service. They then had the cheek to phone me and ask how the phone call went. I told them.”

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Posted 4 years ago

“Worst ever!!! bad before covid worse if thats possible now! customer service atrocious cant speak to any one that knows what they are doing AVOID at all costs”

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Posted 4 years ago

“If there is a 0 ,I will give them a 0. Do not chose British gas. Poor customer service.”

Helpful Report

Posted 4 years ago

“Complete and utter sh1@ been paying send debt agent out. Not only do i have proof of payment but the debt agent didn't know where what to say will be leaving this farce of a low life company and you can shovel it .”

Helpful Report

Posted 4 years ago

“Been trying to call British gas for 2 days. First time 1 and a half hours waiting for them to answer. To be cut off and an hour waiting next day. They took money out of an old account. Not used anymore. And the bank charged me an unauthorised overdraft fee . I'm not computer literate. I don't own a computer and there's no option on the useless app. They have so I have to speak to someone . Worst company ive ever come across”

Helpful Report

Posted 4 years ago

“Do not go with British Gas the worst company we have ever known”

Helpful Report

Posted 4 years ago

“I have tried many times to get in touch with british gas to change from payg to direct debit. i have called them three different times on 'priority numbers' the chat service has given me. First time I was on hold for an hour before they hung up, second time it was two hours before they hung up. I am currently an hour and a half into the third call...still nothing. Tried to resolve this with the chat function. They just kept telling me to try again. I asked for someone to call me back.He said that wasnt possible. I asked to escalate this to a manager. He told me due to covid-19 there are no managers. He gave me another priority number to call (which I am on hold to know). When I asked how this number was different to the others he ended the chat. If they are going to hang up on me again I'm going to just switch suppliers.”

Helpful Report

Posted 4 years ago

“Awful. Spent hours on the phone only to be told by advisor to do it online. Online service doesn't work, told me to call them instead.”

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Posted 4 years ago

“They cancelled 2 appointments in a row at last minute. Total disregard for customers”

Helpful Report

Posted 4 years ago

“Today between 8am - 1pm british gas engineer should do annual service of my boiler. the service was booked couple months ago. they called at 6 pm to change the date om my service on 27 of october. well done british gas. well done!!!!”

Helpful Report

Posted 4 years ago

“Can’t book leek repair tried app web site and called customer services still no repair booked”

Helpful Report

Posted 4 years ago

“Do not touch with a barge pole They will rip you off at will by increasing DD without any authorisation. Will be moving soonest”

Helpful Report

Posted 4 years ago

“I have kitchen appliance cover for my kitchen appliances, my dishwasher broke down yesterday ( 31st August ) so called them yesterday and the 1st available appointment they could offer was the 19th October, 7 weeks away, was advised to call again today to see if they could get a earlier appointment,but told that was the 1st available appointment again. Went and purchased a new dishwasher today another prepared to wait that long, really what's the point of having a contract if the cant get anyone to fix it.”

Helpful Report

Posted 4 years ago

“If you are thinking about switching to BG I would think twice about it. Have been with them for 40+ years mainly prepayment meters. During Covid have kept my gas topped up in case I can't get out for awhile. I had a problem with the meter and after a day or so managed to get a engineer out it said on the screen battery fail I've had this problem before and the usually they put in a new battery. This time he said they are not allowed to do that now but have to put in a new meter as I had £80 still in the meter I asked could he transfer it but was told he would make a note about it and phone tomorrow. There was also £30 on the card so a total of £110.when I phoned was told that I had to pay £190 for the meter something I didn't want or ask for still trying to sort out my refund I asked to speak to a supervisor and was told they would ring me back I still haven't managed to get a card for it no one has phoned back and tired to phone them was told it would take 45min was on the phone waiting for 1 hour and 39 min got through and the line went dead got to do it all again tomorrow to sort this problem No customer care and have taken my money put in for warmth this winter And I'm angry”

Helpful Report

Posted 4 years ago

“British Gas Home Service does not do what they imply in their adverse. Ten days for an engineer to sort out why our central heating does not work. The best that they can do is offer an electric heater, well we need one in the bathroom (not a good idea) two for each bedroom, two for the front and rear reception rooms and one for the kitchen. Can't see that happening. Left a poor review yesterday, which has been verified but not as far as I can see published. We are a vulnerable couple, but safeguarding is not high on British Gas' priority. We have borrowed a heater, rather than have an electric blow heater which costs a fortune to run. £272 per annum, goes up every year, have not made a claim in nine years, have to pay a £60 excess but still ten days waiting. They don't deserve the one star. The largest big supplier they have the largest poor performance to match”

Helpful Report

Posted 4 years ago

“We pay £272 for full home care cover. In addition we have to pay a £60 excess on every job requiring a repair. If we do have a repair in one year of cover the price of the policy still goes up. No discount for not making a claim. Currently, we have no central heating. While British Gas engineers are looking after new customers who are offered £40 cash back we will have to wait ten days for an engineer to resolve the loss of central heating. Ten days for an engineer to come out is appalling. We are vunerable and all Britsh Gas offer is a heater. Cannot put this down to COVID-91 but looking after new customers and giving them £40.. . No heating, and we are vulnerable and some nights are cold. Been using British Gas home service since it first started, a life time. To add insult to injury, British Gas does not trust its customers and wants the excess up front. We will borrow a heater from family, don't want to trouble British Gas. When the contract ends so does my loyalty to British Gas and I will join Homeserve.”

Helpful Report

Posted 4 years ago

“Don’t know what’s happened to BG Home Care. We’ve been with them for a number of years, transferring from their main competitor. Things were great until last year and dire, this year. Annual boiler service used to be booked automatically by THEM and you got the choice to change the date if unsuitable; no more since last year and it’s worsened. Indeed, I’ve spent more than two weeks trying to speak to a human being without success. Their App doesn’t work; their website tells me there’s an error, their chat/text messaging service tells me they can’t get into my account, that I appear deregistered and for me to request a login link. Did so and still received an error message. (Grr!) Got fed up and rang them and still wasn’t able to speak to a human being! Managed though to book an annual service with an automated system. I still need a plumber to come out to fix a leak! Booking an engineer shouldn’t be this difficult. It’s sad that the booking process is painful- makes me wonder if they’re trying to take your money without offering the service. That said, I should add that most of their technicians who’ve fixed things in the past have done so effectively - for us, it’s just been the booking system and the ridiculous ever increasing cost and roulette they play with your package.”

Helpful Report

Posted 4 years ago

“Absolutely awful service. I am extremely annoyed having paid for home care for years. No hot water for over a week and faulty boiler . Despite promises to come and sort out the emergency I am still waiting. Appointments are cancelled last minute. It is impossible to speak to a human being except when I have to reschedule an appointment that British Gas cannot make. Of course the person cannot answer any queries and is only able to apologise. I am wondering why I am payi for such shoddy service. This whole situation is making me ill.”

Helpful Report

Posted 4 years ago

“We had a new boiler from British gas installed December 2019, 8 months ago, it has now stopped working!!!! we have been homecare customers for 20+years, automated service offered earliest appointment for an engineer on 7 September, 9 days without hot water and any heat!!!! As my husband has serious health issues we now have an appointment tonight, anytime up to 0600 tomorrow morning, I am beyond speechless at this shockingly bad service, I also expected a new boiler costing thousands of pounds to not break down after 8 months!!! Am currently looking for someone else to supply a more reliable boiler insurance, our annual service should have been carried out in may but due to covid wasn't.”

Helpful Report

Posted 4 years ago

British Gas is rated 1.2 based on 3,026 reviews