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

“Really disappointed in your service, always thought you were one of the good guys. Two weeks ago you advised there had been an error your end and that my bill would be looked into, a discount would be applied and debits would be frozen until such a time as you had investigated further and discussed the outcome. You even went as far as to schedule a call. I came away from this experience feeling lucky to have such a caring provider. Two weeks later you’ve pushed an £800 monthly debit through for a one bedroom flat. To cap it off you have no notes on your system, I was hung up on once, your average waiting time is twenty minutes and when you do get through your call centres are unable to offer any meaningful assurance a fair resolutions will be reached. Anyone got any suggestions of better energy providers?”

Helpful Report

Posted 3 years ago

“I have had three no show appointments. They obviously don't have enough staff. Now you cannot call them in the evening or Sundays. They are not an emergency breakdown service anymore. Breakdowns dont happen on a 9 to 5 basis . My Sunday is ruined and two days lost income.”

Helpful Report

Posted 3 years ago

“After waiting in all day for a #BritishGas engineer as I have #homecare cover, 2 no-show appointments later, (booked yesterday morning Friday and today, Saturday) we're still sitting in the freezing cold and now have to wait until tomorrow again, Sunday, despite explaining that I have vulnerable individuals here! The first engineer claimed he was here, however he did not knock as requested. I stood by the front window waiting for ages, went to the toilet for 30 seconds in which time he claimed he'd been and gone. 15.47 - I rang bg to ask them to please rearrange for someone to come today, the woman I spoke to assured me someone would come by 6pm today, I said ok, however no one showed up. 18.05 - I rang again to ask what time I can expect the second engineer. However, the person stated there had been no further appointments scheduled today, so the woman had lied to me. Finally, this last out of hours customer service rep (Dennis) was so rude, cold and uncaring when I requested that a manager please call me back and that I had to go (I had been kept on that call for almost one hour), screaming aggressively and hoggishly at me when all I simply stated was that I had understood he could not guarantee a call back, but that I was unable to wait again and had to go. Not only was I let down by the the first engineer who could not be bothered to do the job, the second woman who promised someone would come today, the third rude customer service rep. Now we have to wait in the cold again for another day tomorrow... So much for caring about the vulnerable. I am disgusted, as this is not the first time bg have let me down in the past month and a half, I have also advised my friends and family to avoid british gas at all costs if they wish to stay warm this winter. I would like this to be fully investigated, to be recompensed for the shoddy service received/in this case, 'not received' on more than one occasion. It seems paying for homecare cover these past 20 plus years will have been absolutely futile.”

Helpful Report

Posted 3 years ago

“I am entitled to refund on my account and so far it has taken 3 weeks, 7 calls and 9 hours on the phone to get to the point of still not having my refund raised. I keep being told that the refund has been processed and that it will be with me within 3-5 days. Day 6 I am ringing to say its not there, to then be told it has been processed but needs a manager to sign it off. It will be done within 24 hours. Three days later, still no manager sign off. I insist on talking to the manager but I can't as they are in a meeting. They manager will process the refund and email me to confirm within 24 hours. Still no email of confirmation three days later. I ring twice to speak to a manager but they are in meetings on both occasions. Then I decide enough is enough and I wish to raise a complaint. I am told a manager will ring to go through the complaint. I admit, I miss the first call but the inaudible voicemail is useless. I ring the complaints team to be told someone will ring by 1630. At 1640 I am ringing again, this time I am told nobody will speak to me today as they close at 1700 so will need to wait another day. I am still nowhere near getting my refund which in the current climate we all need every penny we can.”

Helpful Report

Posted 3 years ago

“Who would have thought generating a bill based on a meter reading, nd then getting the address for that meter correct would be difficult? British gas seem to think so. They were the supplier for our new build house 4 years ago, and we'd left them before they could bill correctly. Unfortunately we're now back with them as our recent supplier went bankrupt. British gas once again are billing a ficticious address for our supply based on plot number, but in a different town. In addition, they won't accept the final reading given by our previous supplier, nor the readings I've supplied. They have a made up value and are estimating readings from that. I'm now threatened with debt collectors to pay their 'imaginery bill' based on made up readings. They have no interest in the actuals, and despite their senior complaints team looking into the mess they've created, they still 'insist' I should pay. Overall an incompetent supplier best avoided.”

Helpful Report

Posted 3 years ago

“Who would have thought generating a bill based on a meter reading, nd then getting the address for that meter correct would be difficult? British gas seem to think so. They were the supplier for our new build house 4 years ago, and we'd left them before they could bill correctly. Unfortunately we're now back with them as our recent supplier went bankrupt. British gas once again are billing a ficticious address for our supply based on plot number, but in a different town. In addition, they won't accept the final reading given by our previous supplier, nor the readings I've supplied. They have a made up value and are estimating readings from that. I'm now threatened with debt collectors to pay their 'imaginery bill' based on made up readings. They have no interest in the actuals, and despite their senior complaints team looking into the mess they've created, they still 'insist' I should pay. Overall an incompetent supplier best avoided.”

Helpful Report

Posted 3 years ago

“Shocking service from British Gas. Ordered eight new radiators three months ago. These should have been delivered yesterday and installed today. Radiators never showed up. Was told today that the company who supply them has gone out of business. Nobody at British Gas seems to have a clue what’s going on. Have cancelled the order and will employ a more reliable company to carry out the work. Avoid British Gas for this kind of work. Customer service is terrible, takes forever to talk to a real person and they obviously don’t care.”

Helpful Report

Posted 3 years ago

“My outside light needed bulb changing. This was done no problem. Thanks for prompt service.”

Helpful Report

Posted 3 years ago

“Absolute buckets of horse muck and bull poo. Of course I'm being polite. Useless staff from god knows where, saying meaningless words that sort out nothing Wrong bill amount on a very threatening letter after ten calls with promises of assistance to sort out their problem. What has happened to humanity ?????”

Helpful Report

Posted 3 years ago

“British gas are absolutely to be avoided! They are crooks. They lie, they cheat , they steal. I live in a tiny one bedroom apartment. I use about 13 units of gas a month, this would come to about £40 a month - give or take. Well not to British gas who billed me £1800 for two months use of gas and £280 for electricity on the very same day! Stating that I'd used over 1000 units of gas. Look if I owned a seven bedroom property, it still wouldn't reach that copious amount. I'd like to say that it was an isolated case but no, I am met regularly with absolutely absurd bills ranging from £720 to £900 for one months use! Oh and they just take it from your bank account without telling you. You will of corse be on the phone for three hours with them being passed around an Egyptian call centre only to be lied to that the problem is solved, be told to contact your bank to get a refund, so I do and then four days later British gas pounce again and take back the money that they told you to recover, and around and around this goes. Do yourself a favour and just boycot them at all costs. Within two years of being with them I have been charged over £3000 with British gas getting debt recovery involved for a bill I didn't even run up. Absolute con artists.”

Helpful Report

Posted 3 years ago

“Completely incompetent and they love to pick on the vulnerable. Can't even raise a complaint without asking at least 3 times and the wait 10 days for some incompetent random to try and dismiss you. They outsource to other non English speaking countries that are unable to help either. They made an error on my account and I am left with threatening letters and they refuse to fix the issue. Avoid these crooks at all cost.”

Helpful Report

Posted 3 years ago

“I think a one star review is overating them , probable the worst utility website and company out there , we have a new property and just want to register an account , but couldn't speak to anyone or do online and now the website is having problems think I've spent over 5 hrs trying I'm gonna pay bill then leave , don't use if you have a choice”

Helpful Report

Posted 3 years ago

“Useless incompetent & hopeless Prepayment team dont care & dont help”

Helpful Report

Posted 3 years ago

“no one knows the answer to the questions they go off line to ask another colleague they give out incorrect information I was quoted £125 on the first call I made and also a manager to have a meter changed the second call I was quoted between £125 - £175 if I had a smart meter fitted they would change my pre payment meter for free they then had to email the manager to ask what the quote was I tried to switch companies but that is impossible”

Helpful Report

Posted 3 years ago

“Utterly useless company. Been trying to contact them all morning to give a final metre reading for my deceased mothers account. The automated phone system just sends you round and round in circles and then cuts you off. Finally got through after a dozen attempts by saying DECEASED ACCOUNT HOLDER which then sends you to the bereavement team and a human who can help, who was finally very helpful. Heaven knows how much this has cost the phone bill on premium rate!”

Helpful Report

Posted 3 years ago

“UPDATE, THIS MAY BE A PUBLIC PLATFORM, BUT YOU HAVE MY ACCOUNT NUMBER AND YOU CAN ACCESS MY CONTACT DETAILS, JUST ANOTHER COP OUT BY BRITISH GAS!!!! AS REGARDS YOUR CHAT ONLINE SERVICE, THEY CAN'T HELP AS PREVIOUSLY STATED!!!!!!!! USELESS COMPANY!!!!!!! You know what is so frustrating? When you actually state in your review that you do not use any form of social media, or that you have contacted customer service and you clearly state that they can't help you either! THEN YOU GET A REPLY FROM THIS AWFUL INEPT COMPANY FROM A PERSON WHO HAS NOT READ THE REVIEW PROPERLY OR TAKEN ON BOARD YOUR COMMENTS, SO WE ARE NOW APPROACHING 70 DAYS SINCE MY FAULT WAS REPORTED BY YOUR ENGINEER. SO HERE'S A COPY OF YOUR REPLY, IT'S LAUGHABLE AND PATHETIC, BECAUSE NO-ONE AT BRITISH GAS ACTUALLY CARES..... 1 REPLY FOR YOUR ENJOYMENT.... UPDATE FROM LUCY, WHO HAS CLEARLY NOT READ AND UNDERSTOOD THE REVIEW, NO SOCIAL MEDIA USED BY ME. HER ADVICE USE FACEBOOK OR TWITTER TO PRIVATE MESSAGE THEM!!!! OR I CAN CONTACT CUSTOMER SERVICE, WHO AS I'VE PREVIOUSLY STATED CAN'T HELP! NICE ONE LUCY!!! YOU TOTALLY EPITOMISE THE SHEER INCOMPETENCE OF BRITISH GAS!!!! YOU ARE A STAR!!!!!! Oooohhh!!!!! I have a "complaint Handler"!!!!! So come on British Gas, since when do I have a "complaint Handler"? When were they assigned? I'd like to know please? Give me a definitive ANSWER! HELLO! IS THERE ANYBODY THERE WHO GIVES A DAMN? My account number is 851018889363 get my details and call me.”

Helpful Report

Posted 3 years ago

“Why the hell can you not get my smart readings put on your app?? When loop does it easily?? Are you scared of seeing the true usage??”

Helpful Report

Posted 3 years ago

“Two major complaints 1. First complaint British gas fixed an appointment to fix my smart meter on 30/08/22 between 8am to 12noon, did not turn up. Later called that engineer will turn up before 4pm that day. I sat in my house all day till 9pm and nobody turned up and no apologies from British gas for my day wasted. I called British gas two days later and another staff fixed another appointment for today 06/09/22 between 1pm to 5pm. I having been waiting and is 5.40pm and no phone call or text or engineer. That two days of my valuable time wasted by British gas. I have call all numbers British gas to check if they will still attend, not making any head way with the automated machine responses after being on phone for over 30 minutes. This is totally unacceptable for a great company as British gas. The worse part of my call is that the machine still hasn't that my smart meter booking is 30/08/22; the booking for 06/09/22, seem not have been updated in British gas system and nobody to speak to. I feel really disappointed. Hence, all promises made by staff when they rebooted the appointment and sent me a text message for appointment for 6th September was ticking of box. It is disgusting. I have never had this sort of experience from aby company or British gas before. If someone told me this experience, I will not believe it will happen in Great Britain. 2. My second complaint, I cannot put here.”

Helpful Report

Posted 3 years ago

“Pure Evil. They lied and misled my mother who is a cancer patient. They promised no more payments in the spring only to demand more in September. The call centre agent was rude and aggressive towards her and didn't care when she tried to explain her situation he didn't care. I complained on web chat the agent was just as bad and labelled myself and my mother liars. Never known such a disgusting company that profits from pensioners fighting cancer and employing horrible customer service agents. Having Ebola is better than being a customer with this evil company. AVOID!!!!”

Helpful Report

Posted 3 years ago

“Three times I booked a dyno engineer For a blocked outside drain. The appointments were never booked! Rubbish!”

Helpful Report

Posted 3 years ago

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Telephone, Live Chat

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