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

“What a travesty and pale ghost of the formerly excellent British Gas company of yore is this current ‘British Gas’. Their most appalling telephone system sends you round multiple selections, none of which are the ones you want, with no option to get to a human unless you redial and try a different option. The voice option is equally limited in what it can accept eg ‘just say what you need, eg ‘meter reading’. Me ‘no power’ . It then repeats it. I try with ‘ emergency’. It just doesn’t understand that I had no power at all, on a cold day, and yet we were classed as a vulnerable household with tiny children and my daughter in a wheelchair. I first rang to take over a property. However the on line app never worked, and never recognised me despite repeated calls, my prepayment card (sent with the wrong first name and gender) never worked, and the change promised from pre payment meter to account never took place as promised, though my credit rating was good. The operators seems badly trained and clueless. You spend hours on the phone each time fruitlessly trying to get help. Even when I rang British Gas to fit a new boiler, they never rang back as promised, so (fortunately as it turned out) I went elsewhere. Then after each stressful phone call you get a survey of 4 short replies - but actually only 2 come - and as they never seem to take any notice of them I don’t know why they bother. A completely clueless company that is best avoided.”

Helpful Report

Posted 2 years ago

“Not at all interested in helping customers repay energy bill arrears a little at a time they just want big bucks regardless of customers struggles and circumstances”

Helpful Report

Posted 2 years ago

“If I could, I would give a 0 to this company. They are fu*cking sh*it and a big joke. I wasted 3 hours on the phone today because my bill hasnt arrived yet. I called in May so they can change incorrect details because I was shown as pay as you go customer which I never was! They never changed it so I had to waste my time again today. I spoke with 3 people at first, I was told new bill will arrive within 3-5 working days. I checked my app and they added 2000kwh to my usage, from nowhere. I called again the lady on the phone asked questions about meter serial number, meter readings and then told me she cant access my usage but bill will arrive within 7-14 working days. Fu**cking unbelievable! Everyone is saying different information. When I asked why and where they got that number from and if I can speak with team leader, she didnt mute herself and I could hear team leader saying to drop the call with me and hung up on me. Can you believe it? Such a big company an has to use poor and useless customer service in India to save money. I honestly have enough dealing witg you every month but unfortunately no one is taking new customers!!!!! You are waste of time and money. If anyone competent from british gas reads, please make changes because your company is useless”

Helpful Report

Posted 2 years ago

“Yesterday I got the shocking news that my bill will increase from £740 to a massive £3800 / month.”

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Posted 2 years ago

“Avoid British Gas business. Charged me over £100 a month for three months for a shop that was shut. Increased the money owed by nearly £100 by claiming that that this was what the meter showed when they had confirmed a meter reading a week before which showed a credit to the account !”

Helpful Report

Posted 2 years ago

“Engineers booked in but failed to arrive two consecutive weeks”

Helpful Report

Posted 2 years ago

“Homecare Rubbish Woke up on the 19/09/2022-boiler screen blank, no hot water no heating. Tried to book an appointment on line earliest 21/09/2022 between 8 and 12am Phoned to say that is ridiculous basically got told "take it or leave it". 21/09/2022- waiting for the engineer. Get a call at 10:00 am saying the engineer can't make it. I complain they say ok the engineer will be there by 1:00pm. I now have to book a days leave. I write a review on Trustpilot, there is a response that it is sorted with links to facebook &twitter (neither of which I have). Come 4:00 p.m still no engineer so I phone. Sorry but the engineer is not coming but we'll book you in for tommorrow between 8 and 12. 22/09/2022- I decide to go into work as I can't take another days leave waiting. I get a text at 10:00 am to say the engineer is on schedule. 12:30 p.m I get a phone call to say the engineer is running late but can they make it in the afternoon (between 1 & 6 p.m). So I am still waiting now 125 hours without hot water or heating. It is all lies from the television adverts to the booked appointments. AVOID AVOID AVOID. I shouldn't really be writing this review as a bad review seems to prejudice you but hey ho it can't get any worse or can it............”

Helpful Report

Posted 2 years ago

“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 2 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 2 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 2 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 2 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 2 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 2 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.”

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Posted 2 years ago

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

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Posted 2 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 2 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 2 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 2 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”

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