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

“This is the worst company I have ever experienced.. we have booked our boiler service two months in advance and then they have just text us, not even called, to say it’s cancelled. I have called up customer service who said they will fix the issue whilst I was on the phone and half way through cut me off! I would suggest anyone to think twice before using them!”

Helpful Report

Posted 3 years ago

“I have had British Gas cover for in excess of 30 years. You used to have cover and get an engineer within 24 hours it’s now 3 weeks. Dreadful service not worth nearly £400 a year , time to leave”

Helpful Report

Posted 3 years ago

“I CAN'T BELIEVE BG STILL HAS ANY CUSTOMERS !!!! I have had my usually perfect credit rating wrecked by British gas's incompetence. I have written to them. Phoned them. Tried to pay a bill from beginning of 2020 but they said I owed nothing. After spending hours on the phone over several months. They finally found the bill which was for a previous address. So I paid it. I asked their final debt department to have the adverse credit entry removed. But they said I owed nothing and the previous agent should not have taken payment and they would refund me!!! I am now waiting for written confirmation but as usual no record has been emailed or texted as promised.”

Helpful Report

Posted 3 years ago

“What can I say a sham of a company, customer service is appalling. When this energy crisis is over I will be switching to a company that actually values it loyal customers, something British Gas doesn't. They treat their customers like an inconvenience, and their engineers can't be bothered to inform you if they won't be able to keep to the time schedule for an annual service.”

Helpful Report

Posted 3 years ago

“Had a problem with the boiler and on 3 occasions they came out and not only fixed it but replaced parts that were on the way out earlier than they had to so the boiler would function properly without calling them out again”

Helpful Report

Posted 3 years ago

“Taken out homecare for a annual boiler service for £90 by direct debit online and changed my mind 1 week later well within the cooling off period of 2 weeks to cancel without charge, then trying to cancel the direct debit by ringing british gas waiting on phone for upto 1 hour without them answering and when they did answer once he had taken my details and i said about cancelling then the british gas guy said he is just opening his laptop and then he put me on hold and did not answer again after waiting another half an hour. Went to natwest bank and they said we cannot cancel direct debits and you have to contact british gas for them to cancel the direct debit. Still cannot get them to answer the phone despite waiting upto 1 hour. In the options when you ring and say cancel direct debit, nobody ever answers, but if i say "new boiler" it easily books you a date. The reason i cancelled the direct debit is to book an annual service it would take at least 7 weeks to visit me and when they contacted me they wanted to visit me to quote me for a new boiler instead and could visit me in days. Absolute joke this is and cannot believe british gas are getting away with this. Still is ongoing as of 14-10-21”

Helpful Report

Posted 3 years ago

“Engineer to sort out Smart Meter Monitor was supposed to come today. As a resolution between myself and British Gas because they did not turn up on 11 October 2021, this appointment was fixed yesterday, confirmed by Aiyesha who checked with planning who also confirmed it with Aiyesha for today between 1 pm and 5 pm. This surely shows that British Gas are incompetent at the provision of customer service and their promises are fruitless! I checked my account and there was no indication of any engineer's visit today and no way of tracking the engineer. As all British Gas customers should be aware, getting through to a human on the telephone is rather challenging and hopeless. I tried to call at 4:40 pm and was told there was around a 20 minute wait which basically means that my call would not be answered as British Gas seems to close telephone lines at 5 pm and customers would either be cut off or go around in circuit for hours and hours and nobody would answer. Sorry Aiyesha, whilst you are in the Smart Meters Team, as I was let down yet again (which has become rather repetitive), my feedback is ZERO. I do not do Facebook or Twitter so please do not ask me to contact you using that method. Kindly have the courtesy to email me. Again, I have had to take half a day off work for the NHS and, again, British Gas has misled and failed the customer. Well done in your appalling customer service British Gas!”

Helpful Report

Posted 3 years ago

“Rubbish. Even with Homecare you can not get a service and even if the water and heating does not work they do not have any engineers to send out. The company they say to use instead, Local Heroes does not work and can never find an engineer. Will not be using again.”

Helpful Report

Posted 3 years ago

“Useless rude incredibly incompetent”

Helpful Report

Posted 3 years ago

“I would leave 0 stars shocking stay away being spoken to like dirt by some Eastern eauropean man telling me to pay my bills when I have been. saying I won't have electric until I top up more than I have ive got children 1 is a baby and its middle of October. Shocking”

Helpful Report

Posted 3 years ago

“Absolutely rubbish experience on HomeCover. Quick enough to take your money, but you cannot get through the automated phone system and even when you do you wait in queue for half an hour. Engineer slots are not available for weeks even when your central heating and hot water are not working. Website not functioning correctly. Not renewing next year. Shame, because they used to be really good few years ago.”

Helpful Report

Posted 3 years ago

“Unusefull, took me 3 attempts to leave them to join another supplier. Poor at keep track of paid bills. Said I was clear of debt then few months later got a bill saying I owed £100 and now I finally left it took me ages just to someone to agree to send me a letter showing am £0 debt free so if I get bombarded out the blue again I got proof I owe nothing. Also complaints team is useless. Very expensive. Just waste of time”

Helpful Report

Posted 3 years ago

“Smart meter installed and not working. Can't get through on the phone. Customer service is rubbish. Still not working but BG don't care at all”

Helpful Report

Posted 3 years ago

“Had service contract for years, never any real problems UNTIL 14th Nov 2019 service cancelled at short notice by engineer, rescheduled Jan for 21st 2020, cancelled at short notice by engineer rescheduled for 18th March 2020 cancelled again at short notice but later rang back to say service is still on, later same day cancelled again and rescheduled for 19th May, on the13th April cancelled again by message no new date given to me. I cancelled contract with BG got local engineer to service the boiler also moved Gas and Electric to a new supplier. BG contacted me to ask if they could help me in any way. an absolute joke I don't need this as OAP.”

Helpful Report

Posted 3 years ago

“I had arranged to have a Gas Smart Meter and Smart monitors for both gas and electricity installed for 11 October 2021. I have been waiting weeks for the engineer. For some reason, British Gas decided to change my contact details and state a number which I have never had or know of. I have spent an inordinate amount of time today and took the time off work with the NHS to be at home. I eventually managed to get through and was told that the engineer could not be contacted by phone and the appointment would have to be changed if the engineer did not pick up. How dare British Gas to change my contact number without permission!!!! I am so frustrated with the service of British Gas and communication with British Gas - it is absolutely appalling!!! so much time has been wasted dealing with them!!! They do not even deserve any stars for their service.”

Helpful Report

Posted 3 years ago

“I had arranged to have a Gas Smart Meter and Smart monitors for both gas and electricity installed for 11 October 2021. I have been waiting weeks for the engineer. For some reason, British Gas decided to change my contact details and state a number which I have never had or know of. I have spent an inordinate amount of time today and took the time off work with the NHS to be at home. I eventually managed to get through and was told that the engineer could not be contacted by phone and the appointment would have to be changed if the engineer did not pick up. How dare British Gas to change my contact number without permission!!!! I am so frustrated with the service of British Gas and communication with British Gas - it is absolutely appalling!!! so much time has been wasted dealing with them!!! They do not even deserve any stars for their service.”

Helpful Report

Posted 3 years ago

“What a ridculous company. So I was offered a deal for the Hive heating control system. Went through the whole process added that I wanted it fitted to get through to the end to have them say they cant fit them as no available fitters. Wasted 30 mins, also had to registered with HIVE. Could have saved myself a lot of time if they had put no one avaialbe to fit in the first place. What a joke!!!!!! They offer less than half the services they complain. If I hadnt already renewed my waste of time homecare I wouldnt have. I will not be next year. !!!!!!!!!!!!!!!!!”

Helpful Report

Posted 3 years ago

“Boiler installation cancelled Sat lunchtime with less than 36 hrs notice ,this company are a complete waste of time ,had the nerve to offer next appointment for 10th January, so no heating for the winter and does not seem to concern them ,”

Helpful Report

Posted 3 years ago

“Very poor service, never takeout the homecare. You be waiting for years for problems to be resolved. Very quick to take money slower than snail to resolve issues.”

Helpful Report

Posted 3 years ago

“L had an agreed DD for £33-85 and without any notification British gas took £200-73 . After disputing this amount £224-38 was refunded. The following month another £220-73 was removed from my account. After waiting on the phone and having it hung up on me twice I was told that they couldn't see there was a problem. I survive on a very small pension and I live in a small 1 bedroom flat. I raised 2 complaints and was assured that someone would contact me They never have. I have since changed my utilities supplier. I have also heard of 4 other people who have had the same problems.The fact that they have taken money from my account without authorisation is tantamount to theft.”

Helpful Report

Posted 3 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