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

“I have credit account for electricity, they charge me for direct debit and deposit for account opening and still pre paid meter ... I pay direct debit and top up same time. Try calling british gas and 5 times transfer between departments and 40 minutes waiting all time ... and not sorted. Calm centre must be in Pakistan because only strange accent people work up there and cannot understand them. Shame”

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Posted 4 years ago

“Absolutely fuming at British Gas's useless customer service teams. I had 4 agents cut me off as soon as they realised my complaint was a lengthy and complicated one! I am so frustrated that I am changing energy suppliers. STAY AWAY FROM BRITISH GAS. Seriously they are an absolute joke and will have you crying from frustration at their inability to assist. The live chat put me 56 in the queue. I waited for around 30 mins a time, and then as each agent either cut me off or transferred me to another agent, I was again put to the top of the queue! Calling them will have you waiting for up to an hour if not more!”

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Posted 4 years ago

“3 months of holding on the line. Absolutely shocking service. As a developer we use BG for the utilities but can never speak to anyone. I am pulling my hair out with this joke of a company and useless employees. Cant i give 0 stars?”

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Posted 4 years ago

“Absolutely shocking and appalling company. Left my elderly mum without heating for 9 days over Christmas without heating because the engineer did not pick up part from depot. On servicing the boiler engineer a year later the boiler would not work after engineer left. Engineer left the system with no water pressure and he set the boiler internal thermostat wrong! Absolutely shocking dishonest company! Please beware just want to rip you off, do not care about customer!”

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Posted 4 years ago

“Terrible. I needed a simple one off quote that you can't get via the website cos they just want to sell you the monthly packages. I tried to call and was instantly put 15th in the queue. After almost an hour I hadn't moved very far so decided to try the live chat on the website, they were close (it was before 4pm?) So redirected me to the WhatsApp chat. The whatsapp automated chat asked me the same question 3 times in a row, ignoring each response, then redirected me to the call center. Brilliant. Tried again the next day, was in another phone queue and didn't have the whole day to stay on the phone. So tried the live chat via their website again, this time I got through to a person, but it took them 5-10mins to get a reply every time, they explained it was because they were working from home and the systems freezes. Each time I asked the same question, for the one off quote I needed, 5-10mins I got an apology for the wait and then another wait, this person didn't simply think to stop apologising and respond to my actual question. Finally after 40plus minutes of the text chat I was quoted £150, which I had paid £45+vat last year with British gas, I expected the price to have gone up, but not that much, so I questioned it. I was advised there was no discounts, but I could sign up to their monthly scheme which would get the job I needed done, plus something I didn't need doing and cost me much more than the £150 I was just quoted. I replied I would go elsewhere cos it's the most expensive I've been quoted. Next day the WhatsApp message chimes in. Asking me those same questions I'd been previously asked and had answered multiple times. I responded I'd had my quote and gone elsewhere. Then I got an instant reply that the cost of the job would be £95. Not what I was quoted yesterday, but still one of the most expensive quotes I'd received. Again I said I'd booked with another company. The WhatsApp chat then continued to send me repeats of the same automated questions over and over again. I've had to block them.”

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Posted 4 years ago

“Completely useless website, stuck in the dark ages”

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Posted 4 years ago

“I moved to a new home a couple of months ago. There was a smart meter installed but the display was broken: the touch screen never worked and the device constantly went off-line until one day it just gave up trying to connect, meanwhile constantly beeping. I chatted with a BG customer service person to see if the issue could be resolved. He was completely clueless: he asked me several times to wait while he double-checked information and consulted with colleagues. Initially they refused to do anything because they claimed the device had been installed more than 12 months previously (fact that I could not verify because I've only moved there 2 months ago) and that if I wanted to get it fixed I had to pay for a trader to do it, or I could have the smart meters removed at the cost of £139 for the electric one and £125 for the gas one. After more argie-bargie, they agreed that, because I was a new house owner, they would replace it. The first slot available was one month down the line, which was not ideal but I accepted. A couple of days later I received an email from BG saying that my appointment was cancelled because I did not qualify for a replacement. They asked me to call them if I had issues with that. Unfortunately I'm on a fixed tariff, so I'd have to pay to quit them now, but will definitely do so as soon as feasible and never look back! They are a arrogant bunch. Avoid!”

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Posted 4 years ago

“I wouldn't even give this company 1 star if I had a choice. They are an absolute joke!!!! Never have I dealt with a company that is so poorly managed, the customer care team have no clue what they are talking about. They are absolutely useless. They lie to you non stop and tell you an engineer will be out to fix your metre by 6pm. Please call back if no one turns up. So we did.. Shocker offices are now closed over the weekend. Weve been left for 9 days with no hot water or heating and 2 young children in the property.. one has asthma serverly. We were told we were priority due to this.. I have now been on the phone to a customer 'care' advisor for 2 hours!!! He isnt answering any of my quetions..he keeps putting me on hold whilst im half way through talking. I have asked over 20 times to speak to a manager. He is telling me one isnt available yet I can here her in the background telling him what to say..he has asked me several times why I need to speak with a manager. I have told him 4 different reasons and have said can you answer or resolve those 4 questions.. he has said no.. I have said well there you go then I need to speak with a manager. I will be leaving british gas this afternoon and moving to another company. This company is a joke and should not be allowed to trade. And to top it off.. they have taken £3.60 over 2 days off of our credit amount.. how ???? How when we have had no use of gas ?!!!!”

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Posted 4 years ago

“I wouldn't even give this company 1 star if I had a choice. They are an absolute joke!!!! Never have I dealt with a company that is so poorly managed, the customer care team have no clue what they are talking about. They are absolutely useless. They lie to you non stop and tell you an engineer will be out to fix your metre by 6pm. Please call back if no one turns up. So we did.. Shocker offices are now closed over the weekend. Weve been left for 9 days with no hot water or heating and 2 young children in the property.. one has asthma serverly. We were told we were priority due to this.. I have now been on the phone to a customer 'care' advisor for 2 hours!!! He isnt answering any of my quetions..he keeps putting me on hold whilst im half way through talking. I have asked over 20 times to speak to a manager. He is telling me one isnt available yet I can here her in the background telling him what to say..he has asked me several times why I need to speak with a manager. I have told him 4 different reasons and have said can you answer or resolve those 4 questions.. he has said no.. I have said well there you go then I need to speak with a manager. I will be leaving british gas this afternoon and moving to another company. This company is a joke and should not be allowed to trade. And to top it off.. they have taken £3.60 over 2 days off of our credit amount.. how ???? How when we have had no use of gas ?!!!!”

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Posted 4 years ago

“Awful I don't know what I'm paying for gas and electricity they are keeping it a secret they answer the phone you leave them meter reading they don't bill you they say they will massage you they do after 3 days then before you can reply (11 second later)they send another massage to say looks like you don't need our help. Finally got to speak to someone asked what my bill was he told it was zero after two months and said he would email info on tarif ect email came only had tarif for the sign up to 2022 nightmare company”

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Posted 4 years ago

“Changed banks needed to change my direct debit took them 4 weeks and still got it wrong , rung again one said I need to put the monthly payment up another£56 I said ok but put it up £89 more, can't talk to them they don't listen customer service bad and the complaints manager just as bad”

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Posted 4 years ago

“Easily the worst experience I've ever had with a utilities company. I was, for my sins, transferred to BG after People's Energy went bust. First they didn't set up our account properly so we couldn't login to give a meter reading. We went through the forgot password facility and reset the pass, but it still didn't let us in. We tried to call, but never got near them. It was always a 30-45 minute wait time - that was if you managed to get through the labiryntine "press X for Y" menus that actually led you to a human. As a supposed alternative we were invited to use their What's App service. This is just another bot-based facility that can, in theory, to those who are very lucky, lead you to chat with an actual human. We waited over 24 hours for a reply; when eventually someone did, they completely missed the fact we'd attached our meter readings to the previous message. When I pointed this out, it seemed to end the chat, and we were returned to the beginning of the process, with the labiryntine menu system. We never had another message from a human. Honestly, it's like this company has been designed to frustrate. It's laughable that these cost-saving What's App systems are intended to make things easier and streamlined, yet just lead people to be annoyed and not ultimately get the help they need. Remember when you could just talk to someone and they'd sort your problem out? There's probably a reason intelligent extraterrestrials haven't visited earth yet. They look at the likes of Trump, Brexit and British Gas and probably think there's far more intelligent places to visit. Good job, British Gas!”

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Posted 4 years ago

“This is the worst energy company in the UK. Impossible to contact by phone who even cheat and rob you of your entitled refund when moving. You have been warned!”

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Posted 4 years ago

“Well where do I start 1 send out new card in my dead husband name Sent me a letter saying you owe me nearly £500 I was told it was a mistake. RUBBISH SO YOU OWE ME MONEY I forgot to top up my fault so phone up as top up wasn’t going on My son was told we needed someone out to sort it again RUBBISH I phoned up as I had no electric and with my disability I need electric on in my home the 2nd gentleman on the phone was lovely he help talk me thru at getting my top up on but on doing so I was put in a dangerous situation, I was very unstable at what the gentleman was asking me to do at if I had fallen I would have not been able to get back up with my disability, Now I have 2 questions for you 1 Where is my money you said you owed me on the 31 July 2 can I please have a copy of the 2 phone calls on my top up please Only 2 questions but I bet you will not give me 2 answers on here I’m putting you to the test give me the 2 answers I have left reviews on trust pilot, and on face book but getting no where with yous , so come on British Gas give me the answers”

British Gas 1 star review on 10th November 2021

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Posted 4 years ago

“booked home care then told i had not have now got to wait 3 more weeks wont tell me why as it is my dads home he in hosp.so cant speak to them .really unhelpful do use them”

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Posted 4 years ago

“Simply terrible, they've left my tenants without hot water or heating for a week. There are small children in the house and so I've put them up in a hotel whilst British Gas continue to delay fixing the problem. Worst still, they lie about arriving at the property but no one being there (they do not call me or the tenants to check). It takes too long to speak with someone and when you do they simply don't care. You're better off calling a local provider than using these expensive cowboys. I have numerous properties looked after by another provider and will never use British Gas again.”

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Posted 4 years ago

“Was with BG for a number of years.Since May 2021 I have had nothing but problems with my gas and electricity meters.Have spent hours on the phone to them being told a load of lies phone just put down.Told they are not sending engineers out because of covid which was untrue.When the came out fixed flauty meter.Then came back out a few weeks later to put new meters in so could pay DD.Done the electric meter but had problems with gas meter so put me back on card meter.They cancelled both my DD.Then came back out a month later and put another gas meter in still had credit on old meter which the engineer said they would credit me which her wrote down.Had to set up DD again .Was told They could not set them up as I was a month behind as I had cancelled them,When it was them.When I did get them set up they took money from my account at different days to what I wanted.Then they said with the last meter They took out with the credit on it that they could not find the paperwork for it.In the end I had enough and I have now gone to another supplier with a cheaper rate then BG.Same on you BG for the way your customer service treated me and I hope the money which you have not refunded me from my meter puts your profits up more.”

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Posted 4 years ago

“Have got Homecare cover. Promises so much but delivers so little. Today (Monday) had water leaking from the boiler. Rang and the automated message said it’s easy to book an engineer online. Tried, but the first available day was Thursday! After a huge amount of effort, managed to actually talk to someone (they make it really hard for you to do this). They said they would get someone out today before 4:00pm. In the afternoon was told the engineer was on schedule but then got a message to say it was delayed due to an urgent appointment. At 6:15pm got a message saying the engineer was on his way and would be with me shortly. 7:45pm and he still Hadn’t turned up. Rang and was told he had to go to an emergency (as if water flooding out of the boiler isn’t an emergency!) but would be with me before 10:00pm. Needless to say, 10:00pm came and went. Spoke to someone who said they would still be coming as they work 24 hours. I’m not holding my breath!”

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Posted 4 years ago

“British Gas Homeserve Disgusting company. Impossible to speak to anybody!!! Just robots!!! Despite paying over £300.00 per year , can not arrange service. Future customers be aware! They take your money!!! No service!!”

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Posted 4 years ago

“Have previously had nothing but praise for BG who have serviced the boiler in my High Street offices for years so god knows what has gone wrong to make them such an awful company now. Didn't know they were as bad as I have discovered by reading all of the following reviews!! Annual Service booked in September, engineer didn't turn up, no contact to say why, to cut a long story short rebooked a further two times and again engineer didn't turn up and again no contact to say why! Spoke to lady who was very nice as she said she dealt with booking the engineers' appointment and one was booked for today and gave her a window of between 9am and 4pm for him to get here. At 3pm no sign of the engineer even though I managed to get through at lunchtime and bookings confirmed engineer would be here mid afternoon guess what for the 4th time no show. Got through on phone and told I was being put through to bookings after hanging on for over 40 minutes I hung up and emailed their Credit Control asking for a refund. I have spoken to this department before and they are good, pity the rest are don't follow suit. Must be something really drastic wrong at BG for them to move from a brilliant company to a complete shower!!”

Helpful Report

Posted 4 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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