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

“We have been with British Gas HomeCare for some years. Last Saturday we realised the central heating hadn't come on and my husband phoned to ask for an engineer and he said that he thought it was the thermostat. The bored sounding call centre person told him that nobody could come until Wednesday morning. We thought this was excessive as we pay every month and so I emailed them and told them my husband is 82 years old and I hoped they could come quicker than Wednesday. I have not had a reply to my email only an automated email saying they would be in touch within 72 hours - they were not. The engineer called this morning (Wednesday) and was very surprised that he had not been called in sooner. He was quick and efficient and my husband had been right about the thermostat. We are now looking to take our business elsewhere. British Gas has let us down in the past but the engineers who come are usually great. Maybe BG should get rid of the Call Centre staff and provide people who can actually help the public and organize things properly.”

Helpful Report

Posted 8 years ago

“I wanted a quote for Homecare cover( Boiler, plumbing an drains) for renting out my property. I initially applied online and then did not finish my application because I ran out of time. British Gas subsequently phoned me to say they had noticed that I had not finished my application and could they help?. They were obviously keen for my custom- unlike some others who had not bothered to phone back - and I ended up getting an excellent policy with them which suits my needs perfectly.”

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Posted 8 years ago

“I am not a customer of British Gas yet they set up a direct debit from my bank account and TOOK MONEY FROM MY ACCOUNT. I called them and they hung the phone up on me. I emailed and was told they would do nothing without my british gas account number (I AM NOT A CUSTOMER). I persisted and was told british gas had done nothing wrong when they set up the direct debit as they don’t have to verify it is correct. Seriously – they fraudulently took money from my bank account and were not sorry. They were not at all helpful and did absolutely nothing to assist me. Watch your bank account as it could happen to you.”

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Posted 8 years ago

“Worst incompetent service I've ever seen. Avoid at all costs. 1. Signed up with British Gas, gave them meter serial numbers. 2. Account got opened with neighbors meters assigned to it anyway. 3. Neighbors changed energy suppliers, somehow that screwed up my account. 4. British Gas fixed that by creating another elecricity account for my flat. I now had two accounts, and didn't know that. 5. Meter readings were all wrong, and the ones I gave them kept being rejected. Billing was arbitrary. 6. Meter reading by meter inspector got rejected as well. Billing completely arbitrary. 7. I lost hope of getting this mess fixed, decided to leave. 8. Finally my gas meter readings got accepted, got billed correctly for the gas used on final bill. 9. Got billed arbitrary (but not excessive) amount for electricity as meter readings were still wrong which I paid just to get out. 10. Whoops, the second electricity account that was opened for my property (see 4) wasn't settled. British Gas double billed me and contacted by debt collectors without talking to me first. 11. Sorted this with British Gas, they admitted it was a mistake, promised to sort it out. 12. Got contacted again by debt collectors, as debt is still oustanding, almost ended up in court. 13. Countless hours on the phone, saga still continues... Worst incompetent service I've ever seen. Avoid at all costs.”

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Posted 8 years ago

“Had an estimated bill produced which i knew was wrong as my boiler was broken when moved into new house.. moved supplier as heard dire things about BG customer service,,, was happy to pay an accurate bill but BG will not wait... made numerous calls to sort it out and was told that they would stop the calls and letters until an accurate bill was produced.. next thing is a debt collection agency calling...more aggro and affecting my credit rating! the overseas call center girl said the rules are the rules.. are your rules wrong BG? They don't listen to reason and do not care. i paid my bill with an extra 20pounds charge for my trouble... i asked the girl if she thought i would ever switch back to British gas.. no she said.. too right i said.. i asked who would get back to me about the complaint... she said the complaint is closed.. but i don't want it closed i said.. its closed for us she said... they have lied to me during numerous phone calls and the complaints process is a joke.. Edit”

Helpful Report

Posted 8 years ago

“Horrendous experience with British Gas Switched electricity account to British Gas in April 17 and paid three months by direct debit totalling £157.50. In Jul 17, I discovered British Gas took over my neighbour's metre by error and I had to pay my previous electricity supplier for the three months. Called in July 3 times and emailed 3 times with no resolution in sight. Just received a letter stating my account balance is on £67! The amount of errors in one account is staggering.”

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Posted 8 years ago

“Appalling customer service. I've spent hours emailing and phoning over a meter that is not in use and I am paying a standing charge for, and got nowhere. No return phone calls as promised and a distinct 'couldn't care less' attitude. This has been going on for three months now. Avoid this company.”

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Posted 8 years ago

“I had such a bad experience with this company its shocking . I lived in a 2 bedroom apartment and the place used to be the office . British gas had not done a reading there for about 2 years but managed to send us a bill for 4 months for 2500£ !!!!!!!!! Next minute after a complain they changed it and we got a bill for 960!!!!!!!! We asked them to provide us details where do they get these numbers . Its estimate !!!!! We don't run a factory over here my response was . This company is shocking . Couple of months from now on and I got another 4 different numbers !!!!!! 2 weeks back I spoke to a guy on a phone and he asked me for a FINAL BILL for 190£ . I asked !!!! Is this the last final bill ??????? Is this the last number you coming out with ???? He said YES ! This morning I received another one for 585£ !!!!!!!!!!! This company is a mess !!!!!! They are just trying to get your money with some random different numbers every month !! Someone needs to check this company and make sure they are not trying to do this to anyone else. Phone conversations its another mess !!!! You speak to 20 different people ! No one knows what is actually going on and the best think is mostly they come out with some completely different random numbers and when you ask them where did you get these numbers from they tell you its estimate !!!!!!!!! Estimate for 4 months 2500£??????????????? This company is the worst hassle you will ever have to deal with . Never again BRITISH GAS !!!!! Wost experience ever !!!!! If I pay the final bill I BET in a couple of weeks there will be another bill coming !!! Another final bill ...... guys don't put yourself through this . The company is a mess and just trying to get out as much money as they can !!!!”

Helpful Report

Posted 8 years ago

“I had such a bad experience with this company its shocking . I lived in a 2 bedroom apartment and the place used to be the office . British gas had not done a reading there for about 2 years but managed to send us a bill for 4 months for 2500£ !!!!!!!!! Next minute after a complain they changed it and we got a bill for 960!!!!!!!! We asked them to provide us details where do they get these numbers . Its estimate !!!!! We don't run a factory over here my response was . This company is shocking . Couple of months from now on and I got another 4 different numbers !!!!!! 2 weeks back I spoke to a guy on a phone and he asked me for a FINAL BILL for 190£ . I asked !!!! Is this the last final bill ??????? Is this the last number you coming out with ???? He said YES ! This morning I received another one for 585£ !!!!!!!!!!! This company is a mess !!!!!! They are just trying to get your money with some random different numbers every month !! Someone needs to check this company and make sure they are not trying to do this to anyone else. Phone conversations its another mess !!!! You speak to 20 different people ! No one knows what is actually going on and the best think is mostly they come out with some completely different random numbers and when you ask them where did you get these numbers from they tell you its estimate !!!!!!!!! Estimate for 4 months 2500£??????????????? This company is the worst hassle you will ever have to deal with . Never again BRITISH GAS !!!!! Wost experience ever !!!!! If I pay the final bill I BET in a couple of weeks there will be another bill coming !!! Another final bill ...... guys don't put yourself through this . The company is a mess and just trying to get out as much money as they can !!!!”

Helpful Report

Posted 8 years ago

“absolute chaos with this company. Changed from EON and they connected up my neighbour's meter by mistake. Eventually got that sorted out and they managed my account fine for a few months, then they suddenly invented a duplicate account number and started writing to me as "the occupier" at the same address so I have two accounts. They've opened their own complaint about it and are still looking into it. I've no idea what I actually owe, so can't pay anything. Meanwhile I'm getting increasingly threatening letters from them and they've even referred one account to a credit control agency. Whenever I call them about it they say they can't put me through to the complaints team who are looking into it because that team doesn't take incoming telephone calls so they will send an email asking that team to call me. I never get a call. You really couldn't make it up! Terrible beyond belief. Never, never ,never move to British Gas, they are appalling. I'm going straight back to Eon if I can ever get this matter sorted out.”

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Posted 8 years ago

“From when I moved into my new house I've nothing but trouble. British Gas owed me hundreds of pounds and took weeks for me to receive any money. Sent a bill in July for £98. Paid it. Another 4 days later for £48. Paid. Got a letter today. You are in credit by £98.47!!!! I've switched.”

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Posted 8 years ago

“Awful company. An engineer damaged my property, and still no response from British Gas or effort to communicate with me or apology. They never call you back and it's literally the worst customer service I have ever experienced.”

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Posted 8 years ago

“Scandalous ! They scared me into paying money when I moved into a property ( I had no contract with then) then essentially tried to bribe me not to take the complaint to the ombudsman. Everyone should boycott this firm they rely on operation with total impunity. They obviously claw money out of the most vulnerable in society.”

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Posted 8 years ago

“Constantly mess up and when you try to contact them appalling response times not what they state will be 3 days. First they did not bill me and when I requested they bill me it got messed up, more recently they sent me a reminder for an invoice I never received and never had any work done. I emailed which I received an acknowledgement saying I will hear back in 3 days, 9 days later nothing! Don't promise response times if you don't stick to them!”

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Posted 8 years ago

“Appalling customer service. Trying to get my meter number added to the national database so I can switch. 3 web chats, Emails, telephone calls, and it's still not complete after over 2 weeks. This is despite being lied to and told it was complete. To suggest it takes over 2 weeks to add a number to a database in 207 is laughable.”

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Posted 8 years ago

“Have been harassed for months about a bill for a property after I had moved out despite having spoken, explained and gotten an apology only to receive letters and phone calls without knowledge to prior phone calls. Its outrageous. Spoke to them again today, explaining the situation for the 6th time, and the lady was extremely rude, not very apologetic and just said they were sending me the final bill! I was in credit when I moved out! They are completely incompetent and not very polite. To think that their mess ups can affect people's credit ratings. It's disgraceful. Never use this company.”

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Posted 8 years ago

“Thief organisation. Effective private company monopoly (as opposed to state monopoly of a few years ago). Blatant profiteering from its most vulnerable customers ie elderly and those not equipped to use computers or the poor in precarious financial situations. British Gas say its because of government green policy (a joke surely - do you believe them?). They may be trying to pick your pocket to claw back the £1 billion drop in profits from last year - so now you'll be safe in the knowledge that you can help those poor shareholders after such a tragedy for them. No new Mercs for them this year - awww....Government too weak to fix this failing private market. Capitalism without a conscience is destroying belief in the free market. Switching is easy through USwitch or Martin Lewis. Do it and help others who struggle.”

Helpful Report

Posted 8 years ago

“The engineer was extremely knowledgeable and fixed my boiler the very same day”

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Posted 8 years ago

“Did exactly what they said they would”

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Posted 8 years ago

“British gas are ridiculous, scamming and don't try and help! We are two family members short and they are telling us we have to pay more because it's gone from 700kw to 3000kw- they won't look into it, they won't help. Such poor customer service! I would advise to stay well clear of British gas!!”

Helpful Report

Posted 8 years ago

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

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