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

“The Homecare service has gone rapidly downhill over the last 15 years. In the last 4-5 years thet have either cancelled the appointment the day before or not turned up on the day, so it was no surprise when they phoned last month the day before my service and radiator repair to cancel. After being assured as I've been cancelled once I should have no issue with the rearranged appointment. Today they rang and cancelled again. This is the most shocking useless shower I have ever come across. They are taking money for a service they can't provide. Only the age of my bolier stops me changing. I hate this company with a passion and I recommend anyone to go elsewhere if they can.”

Helpful Report

Posted 3 years ago

“Been with bg for several years now u can't contact them via Web or phone absolutely ridiculous get sorry not all agents are busy been like this for months Switching soon to eon as they don't ignore you”

Helpful Report

Posted 3 years ago

“I was moved to British gas after People Enery went into receivership. I have been trying to set up a direct debit to pay my bill yet still not been able to. When you phone they do not answer or move you from department to department and then you suddenly get cut off and have to start the process all over again. I have come from a company that had a high customer care to a company that do not care about the customer. Last time I spoke to an adviser they told be that I could not set up a direct debit as my electric smart meter is not working this time my gas meter is not working?”

Helpful Report

Posted 3 years ago

“Dreadful customer service. You try to get assistance at the moment and all their operatives are good for is cutting the phone call off or terminating the live chat (after shunting you from one long queue to another, leaving you enraged and with the same problem you had to start with). USELESS!!! And all this because they ignored a "reschedule" text for a meter installation.”

Helpful Report

Posted 3 years ago

“Arranged a BG engineer to come and service my heating boiler, Friday 26th Nov. Also asked that someone look at why radiators were no longer coming up to temp. didn't get a BG engineer, got a subcontractor, who wouldn't loot at the radiator problem and the service took around 10 mins! Made another appointment for 2nd Dec. BG engineer this time who (fare play) checked everything and said there is a blockage and he would arrange for dynorod to come with "Thermal imaging gear" to fine it. heard nothing for a week and finally chased it up, having to phone Dyno myself who told me they would con on 21st Dec. they came and spent the day banging all my radiators and finally said it requires a Power Flush to clear the dirt out of the system and they would go and recommend it to BG. Meantime I had arranged another call because the boiler was now making a noise when the pilot light ignited, for 7th Jan but also called to complain and make sure the power flush was being arranged. BG said they knew nothing about it but would pass that on to the visiting engineer. I got another subcontractor who couldn't get out of the house fast enough but, did arrange a propper BG guy to come the same day. This guy made the recommendation for a Power flush Quote which, I have accepted. As I missed the phone call to arrange a date, I called again only to have they tell me I had not accepted the quote yet (even though I had the return acceptance email in front of me at the time). I'm now waiting for a return call to confirm when a proper British Gas engineer can come and do the Power Flush. I note that, as soon as I raised a complaint they wanted to give 30 pounds to close it right away! Followed by "what if we make it 50 pounds!!" Even though it turned out that dyno rod had recommended the power flush, I was told that a recommendation from them meant nothing to British Gas... Conclusions: Even when you call them up they don't look for all the details related to your case. They don't follow up or communicate internally. They still send emails asking me to arrange a service. 2 Months on I live in hope of getting me heating working properly by summer!!!”

Helpful Report

Posted 3 years ago

“I pay monthly for British gas home care and they do not upload the documents onto my portal- really inconvenient”

Helpful Report

Posted 3 years ago

“Useless. It's taken 4 months to het a direct debit set up having failed to take payment twice. They admitted the problem is at their end. Now they've informed me that my direct debit has been cancelled as requested by me!!! Utterly inept.”

Helpful Report

Posted 3 years ago

“Informed them a week ago that we had no heating due to a boiler problem.After six days they attended our address and informed us we needed a new pump.They will re attend in two days time with a pump replacement.More than week without heating in mid winter and we are pensioners.Makes me wonder if British Gas home care is worth the money.”

Helpful Report

Posted 3 years ago

“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

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 18%
Accurate And Undamaged Orders	Greater than 80%
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

British Gas Reviews