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British Gas Reviews

1.2 Rating 2,148 Reviews

5 %

of reviewers recommend British Gas

Company Reviews

1.2

Based on 2,148 reviews


Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5

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Phone:

0800 980 6005

Email:

customerservice@britishgas.co.uk

Location:

PO Box 4805
WORTHING
BN11 9QW

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British Gas 1 star review on 6th January 2023

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British Gas 1 star review on 28th December 2022

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British Gas 1 star review on 16th December 2022

British Gas 1 star review on 16th December 2022

55

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

“Recently moved into a new home and switched my energy with British gas over to the new place. Worst choice ever it had took me over 2 weeks for someone to come out and connect the energy and I still haven’t been able to make contact to get an engineer out to come and switch me over. Had the phone put down on me multiple times, ppl who don’t even speak English and hard to understand answering calls and don’t even no what there doing!!! AVOID AVOID AVOID”

Posted 2 months ago

“They almost caused my family’s death then tried to blame others,sending wrong engineers,refusing to accept blame wasting time. Do not hire these people!”

Posted 2 months ago

“Absolute embarrassment of a company. Should not be allowed to use the name 'British'. I hope this does not typify the standard of service bestowed on the British public. Simply wanted to (as a Landlord) inform them that we have had a change of tenant & would like to give them all the details & meter readings. Will not allow you to speak to someone on the phone & keep trying to link you to webpage or want to text you a link to a form. None of these will accept my number (I live in Australia but my property is in Scotland). Keep cutting you off when you don't have an account number or phone number linked to the account (the last tenants switched & set it up). Spent 2 1/2 hours trying to sort this out through the chat consul (which I have copied to send to the Ombudsman). The Directors of this company are to blame as they only care about shareholders. Hopefully it will catch up with this sorry shower & the public will talk with their feet & go elsewhere. Feel it is a bit misleading as I can't give them less than 1 star.”

Posted 2 months ago

“We pay a monthly fee to include breakdowns and servicing. Book a service on line on 11/12/22, nearest appointment date was 16/1/23 with a time frame between 12:00 - 18:00. My wife re-arranged her day to facilitate the appointment and waited in all afternoon. I arrived home to find that there was a no show, the engineer didn’t even call, which is their supposed policy. I contacted British Gas through the automated service. The response was their engineers were busy on emergencies, and then offered a new appointment date two weeks later. Which we reluctantly accepted. The biggest gripe is …….If you pay for a service……..you expect to get a service, also for the engineer or British Gas not to call is a disgrace. This is the second time something like this has happened. British Gas you ought to be ashamed, Zero points for planned maintenance.”

Posted 2 months ago

“What went wrong! Charging me £254 for one month just in gas! How can that be justified!? I live alone and my shower and cooker are both electric. Worst supplier going by far I will be changing my supplier. Absolutely had enough of paying your robbing prices!!!!!”

Posted 2 months ago

“the worst energy company ever!! there sales reps are useless and rude - after waiting 50 minutes on the phone to them. One of there telephone team - after waiting 45 minutes - puts the phone down - when they dont have the right answers. Steer will clear - use OVO or Eon as alternatives.”

Posted 2 months ago

“Boiler stopped working Saturday morning 14th Jan 23 - stayed in lock out no matter how much I tried to fire the burner. Called Homecare. Engineer booked to come out by 11am the same morning! 5 stars for that. Waited and waited and was updated by sms to say delayed and now likely after 6pm. 7pm he turned up. 4 stars now but still great service. He was also to do its annual service (after 15 months). About 5 minutes later he came out of the boiler room to declare that the heat exchanger was leaking and causing the sensors to trip out. He would try and fix it on a temporary basis but basically needed a new boiler (15 years old) About 15 mins later he re-emerged to say that the water was running down the electrical connections and it couldn't be made to work. He explained the boiler is obsolete and there are no parts available so he would report in to his dept on Monday to get a quote out for a new boiler. On the form left under 'parts ordered today' he had written main heat ex (obsolete) I have read of others complaining that BG were basically telling customers their boilers were obsolete and so I thought I would look up the specific part declared as obsolete. Guess what? 20 minutes research online found a supplier of spare parts and using the supplied parts manual identified the precise model replacement heat exchanger. It's around £360. Under my Homecover BG are supposed to repair my boiler at THEIR cost. Easy to say the boiler is obsolete and avoid doing so. It is going to get interesting as I have ordered the part”

Posted 2 months ago

“New System is totally hopeless compared to its predecessor. In the midst of an energy crisis I am unable to track my daily energy costs despite reassurances from advisers on numerous occasions that this would soon be available. Sadly BG are now a discredited organisation and will lose many of their loyal clients as soon as it is possible to move elswhere.”

Posted 2 months ago

“My boiler failed 21 December 2022, logged on to my homecare account and the earliest appointment was January 11th 2023. I know it is Christmas but 21 days for an engineer is appalling, do they expect me and my family to go without heat or hot water for 21 days. Had to get a new boiler from a local plumber, fitted next day. I have three contracts with British Gas with my Family all in the process of being cancelled. Will never again deal with British Gas, beware a contract to repair your boiler with them is worthless”

Posted 2 months ago

“BG are an absolute disgrace. After transferring from People's Energy (not by choice) they have got my first bill wrong 9 timed. Every time I managed to sort it they would then retract the bill a fee weeks later and issue another bill with no notification. It was only through constant checking that I kept noticing that they had changed it and had to spend hours on the phone each time for them to sort. Finally, managed to sort in August and was promised it wouldn't change which thankfully it didn't. However, I then received a new bill in January and I was over £250 in credit as I was overpaying (which I told them over and over again I was). I decided to leave this in my account and the app said that I could reduced my direct debit slightly which I decided to do. The next day, I check my account again (because I have zero trust in them) and sure enough, they've take another £154 with no explanation (just taken from my account credit) and the app now says I'm not paying enough. I've totally had enough of them. They just feel that they can take whatever money they want with no explanation or contact. Worst company ever - I would never recommend them to anyone. As soon as I get the money back that they have stolen, we will be moving to somewhere else.”

Posted 2 months ago

“British Gas are worse than cowboys. I bought a new boiler from them at over £3k in 2018, subject to a five year warranty, which they unilaterally terminated after four and a half years. To make matters worse, the boiler packed up completely shortly afterwards, and I had to spend another £3k replacing it. If you want a new boiler with a warranty DO NOT go anywhere near British Gas - their warranties are worthless”

Posted 2 months ago

“I received a telephone call from one of British Gas customer services advisor called Simon after a recent complaint regarding their app and not being able to view my daily energy usage. Simon will NOT listen to you you have to listen to him otherwise a threat to cut you off and I'm the customer.. I believe that British Gas are upgrading there App or so I'm led to believe. The app I was told would be up and running fully with 28 days ,this was 7/12/2022. I logged on on 4/01/2023 surprisingly it's not up and running fully ,I therefore spoke to someone on chat who assured me that it will be working fully by 17th January..however I received a telephone call today from Simon who wouldn't listen to me and told me the app won't be up and running till April/may 6MONTHS. of not being able to view my energy usage and we are in the middle of a energy crisis..Not good enough really BRITISH GAS . Also we didn't receive our December government payment till January another failing on BRITISH GAS.”

Posted 2 months ago

“Customer care team book appointments which don’t exist, give you false information, year and a half later problems unsolved. can’t wait to switch when we can again.”

Posted 2 months ago

“I have had such a horrible experience with British Gas. The British gas app is always down/crashed, so if you need to top up you cant. The website also. They have foreigners in their call centres who cant speak English and misinterpret what you are trying to tell them. They hang up on you after putting you on hold. I WILL BE LEAVING THEM. THEIR SERVICE IS ABSOLUTELY RUBBISH AND THEY SHOW NO CARE FOR THE CUSTOMERS. It never use to be this bad. Their workers are not in sync at all. One tells you one thing then another will tell you something else. I HATE BRITISH GAS. The have to be exposed. I'm about to write to watchdog.”

Posted 2 months ago

“Unfortunately after many years of trying to find a different company to service our boiler, we have decided to purchase a new one. (Not BG) On reflection on the Homecare service we have had from Britsh gas its a mixed review. Engineers, like most companies its the luck of the draw, sometimes you get them who know what there doing, do the service and leave it in a better condition and you get them that after a service its in a worse state and you have to pay again to get it fixed. Unfortunately with BG it mostly the latter. Phone Not the best, a average wait of 40 minutes is the norm to talk to anyone. Service The yearly service is more like the 15 month service. Overall confidence is low due to the many problems we have had , just after a service.”

Posted 2 months ago

“What a useless service. Last two years they are doing my boiler service following year. But takes money from direct debit regularly. in the name of Corono delays makes as excuses. Non of the phoneline works Emergency line 24 hours _no one answering prompt goes on. What a useless service Useless customer care. Are they thought about elders & poors on winter time?”

Posted 2 months ago

“Smart meter , app , monitor are absolutely useless, app doesn't work , monitor doesn't work , meters constantly going off . When I top up on the app it doesn't send the payment over so I have to manually enter it . British Gas want to charge me £150 to take out there faulty equipment. Over 40 yrs with them ( I wish I knew then ) British Gas have some decency and get it sorted”

British Gas 1 star review on 6th January 2023

Posted 2 months ago

“Good evening Please treat this as a formal complaint, which I will also make through your online channels and by telephone when your call centre opens at 9am. I am putting it here too so people considering taking out your services or renewing them can be aware of your poor service levels and the obvious contempt you have for your customers and, to a degree your staff, as you do not equip them with what is needed to respond to customer queries. I will detail the background to the complaint and the steps I would like you to take to put it right. I have been a long standing homecare customer for well over a decade and have always thought it provided a good service and peace of mind when there is a problem. Your service is a very poor imitation of what it once was, and on today’s experience, pathetic and not fit for purpose and the £300 a year charge. Our boiler broke on Tuesday evening and we have no means of heating or hot water. I logged on to the system and booked the first available appointment of Thursday between 8am to 6pm. My partner has taken a day off work to wait for the engineer to arrive. He is self employed and lost income for the day. It got to late afternoon and we were expecting to be told the engineer would be with us on the next call. I called the call centre to see where we were in the queue. You were unable to provide any information - please consider why you have a call centre if you cannot deal with basic queries such as the arrival time of an engineer. I asked what I should do if the engineer did not arrive as expected. I was assured this was unlikely to be the case but if this did happen I would be notified and a prompt resolution offered. At 5.45 approximately, I received a call at work which went to voice mail. In the call you offered no apology and advised an engineer has been rescheduled for Sunday. Today is Thursday, tomorrow is Friday - why are we not at the top of the queue for a rescheduled appointment. On the performance of today, there is no point me having boiler cover - I pay for this so any problem can be resolved quickly. I would have been better advised to not pay for boiler cover and call a local engineer. This is what I would like you to do to resolve this complaint. 1. You have failed to fulfill your appointment commitment. I should not have to wait until Sunday, you should be offering an appointment as soon as possible, in this case Friday morning. 2. Details of how to claim for a days lost earnings. I await your response. I hope some of your senior leadership team read this review and reflect on how your service levels have deteriorated. This used to be an exemplar service and is now shockingly bad on todays experience. Date of experience: 05 January 2023”

Posted 2 months ago

“Rubbish service let alone the price. App tells me absolutely nothing. How am I supposed to keep track of the smart meter doesn’t work. We’re overcharging me massively on direct debit!”

Posted 2 months ago

“Disgusting customer service, live chat just closed on me. Lagging behind other companies with smart meters in my area , which could make things easy for topping up. Can never speak to anyone on the phone. The hold on music sings till they hang up on you . 🙆🏽‍♀️”

Posted 2 months ago

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British Gas is rated 1.2 based on 2,148 reviews