British GasReviews 102

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? Account number is ************** feel free to access my account British Gas and contact me.

Wanted to check so called meter tails, cables joining the elec meter and a fuse box, to be checked as we are renovating the property and the cables looked old. The engineer arrived to change my faulty meters (and yes, gas as well) because he didn't even bother to read the notes left by his manager. He didn't check cables, told that they are safe to use (no one knows), almost killed me when a heavy pack of plasterboards start falling and asked him to help me - no, it's not my job, he told me and stepped aside, what a wonderful human being he is. The manager told me that he trusted his engineer, but I should book a chargeable appointment with BG to upgrade cables if I want to. Absolutely shambolic untrustworthy service from the company, and because of the current market I even can't change them to another supplier.

I could write a long message of how they have ripped me off and a sob story but there are millions of other people who have done this. All I need to say is I payed by bills on time every month for over 5 years and then all of a sudden £1450 came out of my account due to them estimating it wrong, not me, them! I am a single mum on benefits but that's ok in their eyes. If they could do it to me then what will they do to you. Use another provider.

I have been in dispute with British Gas virtually non stop since they took over my Gas and Electric when my previous supplier went bust last year. I have tried to use Resolver to get British Gas to rectify things, but they have stopped responding to my Resolver Case. Most of the problems have been over grossly exaggerated Direct Debits. I have lived in the same house for over 20 years with very consistent usage! Most recent problems are that British Gas have deleted and replaced the bills that were generated since they took over my accounts. Previous to doing this, my Gas account was considerably in credit and on course to reach zero by the end of the account year. - Overnight, when the bills were replaced, my Gas account went into significant debt and I cannot access the deleted bills. British Gas now deny receiving a Credit of £147.68 from my previous supplier, despite that I have an email from British Gas stating that they had this credit! This would have shown on the deleted bills, which of course I cannot access. The deletion of this credit would also explain why my Gas account went from being considerably in credit, to considerable debt overnight! I have sent British Gas a copy of their own email confirming receipt of my credit from my previous supplier, and they haven't had the common courtesy or manners to acknowledge my email. - I am tearing my hair out with them, and to say that I am angry is an understatement. I would give British Gas zero stars if it were an option!

App and website still not working to check how much you have on your meters over a year later. Clearly not bothered to fix them.

When I got pleurisy due to them cutting out my gas because my Smart Meter screen and app were showing that I had £15 on my gas when in fact I had nothing (So their fault) they said that someone will come the next day or two to turn my gas back on (I couldn't do it myself due to disabling health problems... With pleurisy on top of that). I had to scream cry over the phone to get them to turn my gas on the same day (It's been hours of pain in the middle of winter without heating. And I was on their priority services register due to disability. They don't care).

Now they were supposed to, a week ago, refund me £100 for what I had on my gas and electricity before moving house, and they were supposed to change my meters to my new place, plus delete my old address account. They didn't delete my old address account until I called them to ask why they haven't done that. They didn't refund me. And they put my neighbour's meters as my meters. And on top of that they told me that they'll call me back the same day, but three days later and they still haven't called me back. Huh... Seems to be a clear sign... Ableist much? No care towards disabled people. And clearly no care towards elderly people from the reviews that I read either (I don't have experience on the elderly side, I believe them though).

Incompetence and inefficiency at it's most profound. Found out after several months we were on estimated bills. Requested technician, several weeks later and having to wait in all day and turf out everything in order for the meter/comms hub to be seen for him to look at a light and say he can't do anything. Its a known fault, why didn't someone say on the phone to check; it would have taken 2 seconds, rather than waste my time, the technicians etc. To exercurbate it further, to try and complain is painful in the extreme. The complaints email and even the CEO's are apparently full and returned, unread! I finally get a reply and it was totally unacceptable. This is a disgrace, totally incompetent, inefficient and this needs to be addressed. I'll now have to wait another several weeks to get this resolved - totally unacceptable! Charlie W

The customer services are very poor when you ask to speak to there manager and to put a note on file to say I had asked to speak to a manager they accused my of been childish and abusive! Great work British gas the worst customer services I have ever experienced!

Inept.

BG have yet again messed up our Direct Debit, Readings and Bill.
Over the last 4 days our account has shown 2 bills and 2 reversals of over £1k each. We've been in debit for over 1.5k, in credit for £55 and now in debit for £800! I sent our readings and they said they were wrong so they wouldn't use them to bill me so I sent photos of the meters. This is when the money merry-go-round began on the App. When I looked at our usage on the App for the last quarter it is sky high. The only way it could be this high is if a music festival was being run off our meter. Utterly ridiculous! Then I find out they've been taking £50 a month more than the agreed direct debit without informing me of the change. This is the 2nd time in 2 years they've made a huge blunder and I've wasted time trying to get hold of them with absolutely no luck. It's wearing and infuriating. Every time you go to Live Chat a notice pops as informing you that there's nobody available. Utter rubbish. Utter, utter rubbish. Sort it out British Gas! Just look at the review sites! It says it all!

F I could give a zero star I will. I bought a property a year ago (2021) that has not been lived in for the previous 2 years. My gas supplier was changed to british gas. The property is unoccupied and the previous gas supplier was made aware of this. Despite the property being unoccupied, british gas continues to bill me monthly. All appliances were removed in April 2021 including radiators so no gas has been used till date. It is impossible to get through to anyone via their live chat or on their number. This is a rip off and I will be going through the complaints procedure. I will also be changing my supplier as this is definitely no way to treat to customer. This is wrong and British gas should be ashamed of themselves for ripping customers off.

A engineer capped our gas fire because he said a flu was damaged not only is this flu nothing to do with the fire he should have noticed that the dimensions were all wrong for this flu to be connected to a fir. On this engineer advise we had a very expensive fitted then when we had a new fire fitted we were told that the flu liner was not required as the chimney is clay lined & never fail so British Gas should refund the cost of fitting the flu liner then having it removed

Unfortunately British Gas has become my supplier, after my previous energy company folded. BG has, without consultation or them following the Ofgem guidelines, put me onto a prepayment meter account. As a disabled person who cares for another disabled person, this clearly defines my household as vulnerable, but this did not stop BG cutting off my gas supply, I did not realise my Smart Meter was now converted to a prepayment meter, as I had not been consulted, that I needed to put credit onto my smart meter, so far over six phone calls, over three hours of trying to explain, emails to Chis OShea, my MP, Ofgem, still no joy at all.

British Gas call centre staff (After I get past the half hour wait to be answered) cannot understand a simple query about my smart meter readings and the fact that I cannot enter Gas meter readings on line. The call handler could not understand I wanted to increase my direct debit, which by the way can't be done on the website on the customer account page, and when I asked to change my direct debit (as most customers will soon need to do) I was put on hold for 10 minutes, then cut off. Absolute crap!

Come on British Gas, get your act together. Improve your call centre training and get the website and App working properly for basic functions like meter readings and Direct Debit management, or when the energy crisis has passed, your customer base will be reduced to the old folk who never change their supplier until they die, and the idiots who never bother to check for a better deal elsewhere.

Shocking and unacceptable service!

If there was a -5 you would get it! Well done again for being the WORST ENERGY SUPPLIER IN THE COUNTRY! Honestly, I've asked repeatedly for a smart meter and pay as you go electric and gas- as a new customer, this is what I signed up for. But British Gas make up their own mind and now I have one prepayment meter, one pay monthly and NO smart meter! Well done to you British Gas, is it that difficult. Because I DON'T want a pay monthly account, I need to speak to you, you have now put negative markers on my credit file. DISGUSTING! I've asked you again and again and again for a smart meter and gas and electric on pay monthly! Seriously how difficult. I swear I'll put this story everywhere I feel like contacting the papers and I'll be contacting the ombudsman! It's not like I can ever get through on the phone lines - I'm sure if I plaster it all over every review site and Facebook, Instagram and Twitter, you might listen!

Appalling product, appalling service. New boiler and tank fitted 18 months ago. It keeps cutting out, losing pressure and we don't have hot water or central heating. We have called BG out 5 times as part of our Homecare plan. They are slow to respond, tried to go to an address we lived at 25 years ago! Promised they would be here before 6pm today, didn't turn up then claimed they were booked for the next day (which they weren't). We had a service booked for next week which they can't find any record of and cancelled without telling us. I wouldn't trust this company to run bath. Terrible service.

Took out boiler maintenance contract with British Gas. It had been only a few weeks since one of their engineer had come out and serviced the boiler, he failed to realise it was in an unusable bad state and left it running saying it was fine, few weeks later it brokedown in the middle of winter we were without hot water, when I requested for an engineer I was told their engineers were on strike and that I should contact another company to get it looked at. I was quoted between £300.00 to £500.00 an hour, when I informed British Gas of these extortionate costs they said it was not their problem that I could not afford it. Luckily a friend suggested I try a company he knew off who charged £110.00 to tell me the boiler is in a very dangerous state and that it was beyond repair, I was also told that the British Engineer who last serviced it should have realised the boiler was in a dangerous state. British Gas quoted me £3500 for a new boiler install, I got the job done for only £1800 by another comapany.
Not did they only leave my family with a boiler in dangerous state they were inconsiderate and uninterested in providing any form of help at our desperate hour, yet they had our money for the year's contract. I will never use this company again! They sent out a cowboy engineer who did not know what he was doing? And left us with a dangerous faulty boiler in running state.

I would Give 0 star if I could!
This company is absolutely dreadful! Do not use them.
They take as much money from you as possible, and they do not care. Customer service is awful (you get spoken to like a 2 year old) and when you have a concern they are just bothered about taking a payment from you.

Refused to solve a problem created by British gas. British gas came for a check up. They switched off the gas but failed to order the replacement part required. We keep getting "engineers" sent out that do nothing other than blame their colleagues instead of fixing the boiler. For days we have had no heating, no hob to cook on and no hot water. British Gas haven't attempted to fix the problem. The "engineers" identified the problem, the part/s should have been ordered, delivered and repaired?

I was switched to British Gas because previous electricity supplier PFP Energy went bust. Since the date of the switchover on 02/11/21 our economy 7 heating has not come on. Freezing cold house for over a week and no resolution in prospect. Due to a number of medical conditions my partner is considered to be extremely vulnerable. So far have made 4 separate phone calls to BG customer service totalling 4.5 hours. I have been lied to, fobbed off, and cut off. These people are totally incompetent. With the last phone call, i thought i was actually getting somewhere and an engineer visit was arranged for today - he never turned up!
Their online live chat does'nt work. Their online complaints form does'nt work. There complaints email address is'nt monitored! Have tried contacting them through Twitter - as yet no satisfactory reply.
How can a company the size of British Gas be SO BAD?

British Gas Electric is terrible. I transferred to this company from Bulb and they got the start readings wrong and also put me on the highest tariff instead of the prepayment one. They then sent me a bill for 680 pounds and it took weeks to complain. They then sent a bill for 74 pounds and soon after rebilled me 184 pounds! All this for 30 odd days of being with them. Fortunately I left them quickly but the complaints process went on and on during which time they sent in debt collectors and charged a further 28 pounds in admin fees while my complaint was with the Ombudsman and although the ombudsman found in my favour they could not get the 28 pounds extra removed and they did not follow the decision of the ombudsman to split the full use into a day and night reading using econonomy 7. It took 5 months and I gave up in the end. They are the worst company I have ever run across and have used every trick in the book to decive and cheat you the consumer and are even vindictive about having complained about their shoddy business practice. Keep well clear of this lot!

I have been a customer of British gas on the electric key meter side I have complained for years about how high our bills were and that we were being overcharged I have since found out after trying to leave them that my bill is double that to which a 2 bedroom property should be I gained a debt which we had been paying off and I asked for a settlement figure they then received my payment in full I explained that I was joining another company and not only did they not remove the debt but also blocked my move because of the debt I paid I have made more than 9 calls to British gas regarding this whole issue were I have been lied to and not received phone calls back when promised one.to make things worse they told me to top up with them again and when I put the key in the meter it would clear the debt I have tried this now at 2 different shops and spent 25 mins in the last trying to achieve this however to no avail in my experience the customer service is non existence and everything thing I told the people who answer in a far off land I had clearly just wasted my breath if you read this please take note so you don't encounter the problems I have had myself