British Gas Reviews

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

1.2 Rating 3,022 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

Questions

Metrics

1.2

Based on 3,022 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 switched to British gas on the 16th September on the the 9th September I rang them to inform them the pre pay meter had been exchanged for a credit meter..nearly 2 months on I'm still on a pre pay tarrif 6 phone calls and two complaints raised and still no call back from there so called specialist advisor....I would strongly advise that you give this company a wide birth...utterly shocking company and customer service”

Helpful Report

Posted 3 years ago

“If anyone is looking to have home care cover with British gas, I recommend you look elsewhere. We're loyal customers of this company but not anymore. You pay for a service that is time and time again cancelled without anyone telling you its going to be. Can't get through on the phone either unless you're willing to wait an hour!. Very poor service. If any company should be shutting down its British gas.”

Helpful Report

Posted 3 years ago

“Terrible service, no hot water or heating and the 1st available engineer online is in a weeks time. Spent over an hour and 3 calls to get through to someone only to be told that’s the best they can do. These days this cover is a complete waste of money.”

Helpful Report

Posted 3 years ago

“Incompetent company, unable to speak to anybody, switch still not complete after nearly 2 months, meter now not compatible, rubbish, rubbish, rubbish! AVOID AT ALL COSTS!!!”

Helpful Report

Posted 3 years ago

“Very poor service this year after being a British Gas customer for over 30 years. Booked boiler service 2 months ago for 26 October only to be told had to rearrange to 17 December due to emergencies. Conditions for my new boiler fitted in July 2920 is must be serviced once a year to maintain the warranty. When I finally get through to complain, they don't seem bothered and say nothing more they can do.”

Helpful Report

Posted 3 years ago

“Last Wednesday our boiler stopped working. I went on the homesrrve site to book an engineer I checked the tick box that said I had no hot water and no heating. The first available appointment was 6 days later. Reluctantly I booked it. No hot water or heating for a family of 5 for a week. Today the engineer was due sometime between 8am and 6pm. All day texts your engineer is on schedule come 6pm no engineer but 6.04pm a call from the help desk. Sorry the engineer was running late he would be there by 8pm. 8pm came and went from 6.04pm till now 9.30pm nothing no call text nothing. Just no engineer. You know tomorrow I will have a fight to get an engineer. Fast to take your money. Slow to do anything else.”

British Gas 1 star review on 2nd November 2021

Helpful Report

Posted 3 years ago

“Awful experience. Engineer came to service boiler, he incompetently FLOODED THE HOUSE with water leaking through the ceiling lights. He said he would call on Monday to discuss, he didn't. Didn't leave any paperwork for the service. Called customer service, they didn't know the engineer had messed up. Finally agreed to send an electrician to check our wet electrics a week later. I asked for paperwork 3 times, still not received it. Asked for another service as we don't know what has been done and no confidence in the first engineer. This was flatly refused, very poor customer service and gas engineer was very poor. Boiler service was overdue as they wouldn't let me book it for 2 months initially. Tried to charge us for electrician visit to fix their problem. They still haven't paid out for the lost time, damaged roof damaged tiles or kitchen units, this could take months. They haven't even offered a refund or someone to fix the damage. Seriously very badly handled and not worth the money. Other companies are cheaper and offer much, much better customer service. AVOID!”

Helpful Report

Posted 3 years ago

“On the British Gas website it states Unlimited callouts I booked a call for a repair to my central heating and had to wait 2 weeks Then on the day before the engineers visit the appointment was cancelled by British gas and re arranged for 15 th November Approximately 30 days from when I initially requested for an engineer to visit I would therefore suggest the claim of Unlimited call outs is incorrect and breaks the Consumer Rights act 2015 Put simply if it takes 30 days to attend my property then by no stretch of the imagination can it the said that British Gas provide unlimited call outs The call outs are limited by there inability to visit my property in a reason able time”

Helpful Report

Posted 3 years ago

“Disgusting company,my father spent all weekend with little electric and his key didn’t work that they sent him🤬after waiting hours for them to answer the phone he was told the electric has to run out before anyone would come round????what the hell…never heard such rubbish in all my life.My dad is just waiting for it to run out be it day or night and then spend hours trying to get through yet again and then wait god knows long for an engineer 🤬🤬 why not just bring him round a key that actually bloody works…total dump🤬🤬”

Helpful Report

Posted 3 years ago

“Joined as a new customer. Tried three times to get the substantial outstanding debt of a previous occupant wiped off the meter but was incorrectly told it was our debt. Live chat just kept passing me from one agent to another, each time putting me further and further back in the queue and saying that I had to be referred to a different department. Nobody actually resolved the issue after five weeks so we're going to find a new provider. Dreadful service!”

Helpful Report

Posted 3 years ago

“One star is to good for this disgraceful company, My mother in law has been left with no heating or hot water for 5 days and for 3 days we have been told the engineer is attending next day but has not turned up when I called Friday I was told he would attend Saturday when I called Saturday I was told y Mr Hall in dispatch parts were on the van and engineer wasn't in when I called today I was told by haj they were waiting for the parts clearly contradictory statements clearly one of these people are lying and just fobbing me off with excuses in the meantime my mother in law who is vulnerable with numerous health conditions and classed as a so called priority has again not had her boiler repaired for which she pays for a home care plan , this is totally unacceptable haj told me to buy electric heaters how disgusting how does he expect her to pay for numerous electric heaters running 24 hours a day and how does he expect her to wash with no hot water its November and to leave a vulnerable person in this condition is beyond belief totally shameful there is no excuse for this british gas should be made accountable for the way they are treating customers”

Helpful Report

Posted 3 years ago

“Service booked for 29th Oct, first one since April 2020. On the 28th Oct I received an email confirming the appointment for the 29th. At 4pm on the same day I received the email (28th Oct) I had a phone call cancelling the engineers vist the following day. The reason given were emergencies, which I can accept as we all have had these, but when I was told the next appointment I could have was the 28th Dec I was and am furious. There will always be emergencies, so how many times will my next supposed appointment be pushed back due to these? I was inconvenienced taking the time off to be present for the engineers visit and will have to do the same again in Dec, IF the engineer is free enough to get to doing my service or will I get another cancellation at the eleventh hour like recently. I have paid my money and feel cheated and sidelined. Absolutely disgusting, and British Gas are on television advertising Homecare as such a wonderful service they can provide. They are having a laugh,the facillity isnt worth a light and I feel they owe me for not proving service they promised and I have paid for.”

Helpful Report

Posted 3 years ago

“They should be elected as the worst company in the UK. They talked me into getting a smart meter and messed up all at their back office end- somewhere in South Africa I understand, and it has been a week they can not get it sorted. I am on emergency credit there is no body to talk to each telephone call lasts at least 1 hour 15 minutes (30 mins of that passed waiting for someone to pick up the phone!) and they often do not resolve the problem. So the next day you start all over again. A real mess... Where is the management in this company? I tried calling them, messaging them via live chat, used their online system etc... none of them work.”

Helpful Report

Posted 3 years ago

“My 86 year old mother who has boiler cover for 30 years has had two boiler service booked and your useless staff have let her down with no real explanation just can’t make it she has moved furniture and you still don’t turn up what a load of rubbish I would not recommend this service to anyone”

Helpful Report

Posted 3 years ago

“My previous energy supplier refused my bank to bank payment method for energy for 3 yrs then went bust. British Gas took over the supply of energy of my home and is trying to charge me for energy supplied by previous supplier. It also charged for energy of the last 1yr despite not reading meters and threatens a pre payment if I don’t pay it’s demands that are not lawful nor justified. This is despite the fact I am disabled with complex health conditions. B G is awful”

Helpful Report

Posted 3 years ago

“Utterly awful. This company hates its customers so much, it doesn’t care what customer services say or do. A classic example of a company in denial before the rapid onset of failure”

Helpful Report

Posted 3 years ago

“Have a Home care contract for more than 7 yrs - ££££ completely wasted. TV adverts looking for customers ??!! they can't do jobs you have from a simple leak, have to wait for days/ weeks, can't access your account on line, live chat make promises ;-((( RUBBISH Spend money on local plumbers and save your money -”

Helpful Report

Posted 3 years ago

“Non existent customer service, website doesn’t work, app doesn’t work, chat doesn’t work.”

Helpful Report

Posted 3 years ago

“It takes ages to get through to someone in customer services and 8 out of 10 times the line gets cut off. When you do finally get through to someone, they don't seem to have been trained properly to navigate British Gas systems and assist you. Even the ones that say they know the systems inside out don't record details of calls or give the correct information. They don't register complaints correctly and sometimes register them and then mark them as resolved. Shocking company!”

Helpful Report

Posted 3 years ago

“Worst company and staff I have ever dealt with. Just had an engineer visit and at first he was friendly as we have two boilers and he said the other one might not be covered. He had a 30 second look at our second boiler, and whilst he did, I thought I would be nice and get him a torch. He told me to slow down and stop going so fast, all I was only trying to help. He wasn’t helping, didn’t suggest what the problem might be and just acted like he wanted to get out of the house as quick as possible. We have a smart meter that has Not been working for months, numerous calls to be told someone will look into it and told the engineer it’s not working and he just ignored me as he walked out the house. Then spent the next 5 minutes writing an engineer report to condemn a boiler that he looked at for 30 seconds (I have camera evidence of this) so how the hell can he condemn it in this time when all that wasn’t working was the pilot light would not come on. Actually, I realise now after speaking to other people that this is a common occurrence and all they are looking to do is get you to spend £10k on a new boiler that could be installed by much more professional people for half that cost. I can’t believe how bad this company is. Avoid at all costs and go to a company that cares.”

Helpful Report

Posted 3 years ago

British Gas is rated 1.2 based on 3,022 reviews