Name: British Gas
Address: PO Box 4805, WORTHING
Rating: 1.22

“The app is useless. Try to login and it says there's a problem us not you and when you can log in it's so slow and doesn't work properly and asks if you want to save card details say yes but it doesn't save them. It's been like that for months. You're British gas, sort it out!”

Helpful Report

Posted 3 years ago

“Appalling product, appalling service. New boiler and tank fitted 18 months ago. It keeps cutting out, losing pressure and we don't have hot water or central heating. We have called BG out 5 times as part of our Homecare plan. They are slow to respond, tried to go to an address we lived at 25 years ago! promised they would be here before 6pm today, didn't turn up then claimed they were booked for the next day (which they weren't). We had a service booked for next week which they can't find any record of and cancelled without telling us. I wouldn't trust this company to run bath. Terrible service.”

Helpful Report

Posted 3 years ago

“I am a new customer at British Gas and I can honestly say they are terrible, incompetent, and not professional at all! They have put me through stress! They have cancelled my appointments several times, they have made me my book holiday from work and cost me money to attend an appointment that they never turned up for. Don't sign any contract with British Gas. I would strongly advise you go somewhere else. I will not be renewing my contract! Useless company.”

Helpful Report

Posted 3 years ago

“British Has Home Service is a waste of money. I've witnessed the gradual decline in services over the past 15 years. I've had appointments for servicing cancelled 2hours before engineer was due. Another service scheduled on Nov25 2021 was cancelled, my son only discovering this when due to my experience, he phoned to confirm. It was moved to Jan 14 2022, Today! You guessed it CANCELLED. My son, a care worker, takes days off for the these "SERVICES" We were told, at 4oclock, when we phoned to check,that service would go ahead. Two hours later a phone call from a very polite young man informed my son it was cancelled AGAIN! Apparently customers with faulty equipment or lack of heating are prioritised. I thought the actual reason for taking out Home Care is to ensure that potential faults are noticed and preventative intervention carried out. We are paying to receive NO SERVICE UNLESS THERE'S PROBLEM! THAT'S NOT HOME CARE. IT'S HOME DON'T CARE. I'm cancelling 2agreements today Good luck Jan Siber new Home Care Managing Director.”

Helpful Report

Posted 3 years ago

“Just had a new boiler installed. First night it leeked water through the floor. Called out dynarod who came and couldn't fix it and the boiler still leaks. I have no intention of paying them one penny until they fix the faults. Mrs Celia Corless”

Helpful Report

Posted 3 years ago

“No isolation switch in my home ..have been on phone now for 2 hours ..nobody knows anything .pushed from pillow to post getting nowhere ...hallo ..H&S SAFETY .. HALLO .”

Helpful Report

Posted 3 years ago

“Took out boiler maintenance contract with British Gas. It had been only a few weeks since one of their engineer had come out and serviced the boiler, he failed to realise it was in an unusable bad state and left it running saying it was fine, few weeks later it brokedown in the middle of winter we were without hot water, when I requested for an engineer I was told their engineers were on strike and that I should contact another company to get it looked at. I was quoted between £300.00 to £500.00 an hour, when I informed British Gas of these extortionate costs they said it was not their problem that I could not afford it. Luckily a friend suggested I try a company he knew off who charged £110.00 to tell me the boiler is in a very dangerous state and that it was beyond repair, I was also told that the British Engineer who last serviced it should have realised the boiler was in a dangerous state. British Gas quoted me £3500 for a new boiler install, I got the job done for only £1800 by another comapany. Not did they only leave my family with a boiler in dangerous state they were inconsiderate and uninterested in providing any form of help at our desperate hour, yet they had our money for the year's contract..I will never use this company again! They sent out a cowboy engineer who did not know what he was doing? and left us with a dangerous faulty boiler in running state.”

Helpful Report

Posted 3 years ago

“Took out boiler maintenance contract with British Gas. It had been only a few weeks since one of their engineer had come out and serviced the boiler, he failed to realise it was in an unusable bad state and left it running saying it was fine, few weeks later it brokedown in the middle of winter we were without hot water, when I requested for an engineer I was told their engineers were on strike and that I should contact another company to get it looked at. I was quoted between £300.00 to £500.00 an hour, when I informed British Gas of these extortionate costs they said it was not their problem that I could not afford it. Luckily a friend suggested I try a company he knew off who charged £110.00 to tell me the boiler is in a very dangerous state and that it was beyond repair, I was also told that the British Engineer who last serviced it should have realised the boiler was in a dangerous state. British Gas quoted me £3500 for a new boiler install, I got the job done for only £1800 by another comapany. Not did they only leave my family with a boiler in dangerous state they were inconsiderate and uninterested in providing any form of help at our desperate hour, yet they had our money for the year's contract..I will never use this company again! They sent out a cowboy engineer who did not know what he was doing? and left us with a dangerous faulty boiler in running state.”

Helpful Report

Posted 3 years ago

“Took out boiler maintenance contract with British Gas. It had been only a few weeks since one of their engineer had come out and serviced the boiler, he failed to realise it was in an unusable bad state and left it running saying it was fine, few weeks later it brokedown in the middle of winter we were without hot water, when I requested for an engineer I was told their engineers were on strike and that I should contact another company to get it looked at. I was quoted between £300.00 to £500.00 an hour, when I informed British Gas of these extortionate costs they said it was not their problem that I could not afford it. Luckily a friend suggested I try a company he knew off who charged £110.00 to tell me the boiler is in a very dangerous state and that it was beyond repair, I was also told that the British Engineer who last serviced it should have realised the boiler was in a dangerous state. British Gas quoted me £3500 for a new boiler install, I got the job done for only £1800 by another comapany. Not did they only leave my family with a boiler in dangerous state they were inconsiderate and uninterested in providing any form of help at our desperate hour, yet they had our money for the year's contract..I will never use this company again! They sent out a cowboy engineer who did not know what he was doing? and left us with a dangerous faulty boiler in running state.”

Helpful Report

Posted 3 years ago

“I too have been signed up for Home Care that I didn't ask for and don't want. I have an Oil Boiler that is more than 10 years old. I have not used Gas for 28 years though I contine to pay a standing charge. See Review by Andrew Ramsay below for exact same details. This is a SCAM of the highest order.”

Helpful Report

Posted 3 years ago

“Having been with British Gas Homecare for many years and have seen a decline in service on all areas - boiler service, drainage and small electrical items. So much so that we removed small appliance repairs from our contract as very disappointed with the service received. We opted to have a new boiler fitted from British Gas with services included in the contract, unfortunately since being fitted November 2019 they have cancelled the scheduled appointment - very poor and not what we signed up for. Drainage is a dreadful service- had an issue with our downstairs toilet- appointment made no show, rescheduled and engineer turned up but didn’t have the correct part even though I had sent photos and details of the toilet make. Next appointment showed up still not correct flusher finally after making a complaint turned up at scheduled time with correct part. This resulted in me having to take 4 1/2 day holidays. Absolutely appalling service. I cannot recommend the platinum service cover from British Gas due to their poor service and customer care”

Helpful Report

Posted 3 years ago

“I have had British Gas Homecare cover for many years but I have noticed a sharp decline in the service they provide. The latest event happened on New Years Eve when my boiler failed and a call the Homecare proved very disappointing. The earliest date for an engineer to visit was 16 Jan 22. As per the terms and conditions they asked me to find and pay a local engineer and they would refund minus the £60 excess. They never offered to locate the engineer for me. My boiler was eventually fixed by an independent engineer who informed me the vent siphon was blocked by years of debris which should have been removed by the British Gas engineer during the annual service. I've cancelled my Homecare contract with immediate effect.”

Helpful Report

Posted 3 years ago

“There is no one in customer service to speak to. Three Calls total of 2hrs 15 on phone. Still no one to speak to. Worst customer service I have experienced.”

Helpful Report

Posted 3 years ago

“Lost all confidence, used British Gas for 9 years with my company and my bill has doubled over nyt, renewed every year without a thought as I trusted the company only to find they f*^ked me over with small print I didn’t read (dyslexic) BYE BYE. I’ve learnt my lesson. It was very underhand sending out a slip for me to sign for another year with British Gas knowing you had doubled the tariff (from 19p-41pkWh) and not giving me the option to call and negotiate a new tariff or to be able to shop around. My contract is only a year I am very lucky and there are plenty of other companies that can do a better deal than you. I did contact and was laughed off basically! u may as well say u don’t care there’s plenty of fish in the sea??”

Helpful Report

Posted 3 years ago

“I received a letter telling me that I had a new insurance policy with Homecare that I knew nothing about. It is free - so long as I remember to cancel next year. Otherwise they charge me £96. I didn’t ask for it and don’t need it since it doesn’t cover underfloor heating, which we have. The letter telling me about this arrived after the 14 day cooling off period had expired. They won’t answer the phone except in “emergencies” and the chat function doesn’t work presumably because it’s swamped with complaints. The assumption of contract is not only unacceptable but illegal.”

Helpful Report

Posted 3 years ago

“Call Centre in South Africa and no-one there seems to understand anything you say to them. I’ve made three calls to try to get them to fix a faulty smart meter but have made no progress: first person told me to ring back in 28 days. 28 days later secon person told me they’d try to fix it remotely and would call me back a week later. They didn’t and meter stil faulty. Called again today and adviser told me he’d put me through to smart meter dept. After being put on hold for 10 minutes someone in a completely different dept answered. At that point I gave up and submitted a complaint through website. Avaoid this appalling company at all costs. I was with the excellent People’s Energy before they collapsed. No comparison!”

Helpful Report

Posted 3 years ago

“They had an appointment today and canceled the boiler repair. We have been waiting for two days without hot water and heating. This is not done. The trash”

Helpful Report

Posted 3 years ago

“Had an appointment for a smart metre to be fitted. The usual sms which you had to reply too. My daughter sat in my home as appointment was between 8-12, no one turned up. Apparently after nearly an hour on the phone my appointment had been moved to unplanned!!!! Although I received a message asking me to remove anything that might be in his way. Not happy now another half day is needed...I wonder if they turn up...if not will change supplier, only been with them 3 months and they mucked up already. I believe I will be able to get out of the contract due to their failings... I will not and do not recommend them at all. Too hard to get hold of anyone and don't keep their appointments or notify you of any changes”

Helpful Report

Posted 3 years ago

“Absolutely rubbish AVOID!! Call centre in South Africa, one advisor tells you one thing and another something else. They tell you they have sent emails when they haven't. Ask them to send everything by post to avoid this. We were previously with the excellent PFP which went to the wall through government mismanagement. British Gas hate you mentioning PFP and the like”

Helpful Report

Posted 3 years ago

“We moved house and British Gas assured us all was fine, it wasn't. They told us repeatedly that the account was set up for our new address but then a different address appeared on our account. They tried to charge us almost £800 for a month's gas for an address we didn't live at. After a LOT of phone calls and money taken from our bank account they admitted it was their fault and we didn't even have an account with them... unbelievable... We were with SSE [who sorted everything out in under 10 minutes over the phone] British gas offered to return the money they had taken and pay us compensation for their mistakes... £9.51.... Embarrassing.. Never again, avoid at all costs.”

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 15%
Accurate And Undamaged Orders	Greater than 81%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult

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