British Gas - Overall Rating based on 76 reviews
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Homevare
Due to covid 19 we had to cancel our boiler service twice resulting in the boiler breaking down therefore reported. Engineer Guy Paterson and his apprentice Ethen Gray came out repaired the fault, serviced the boiler and found a leak which resulted in a repair which they carried out. To sum up they were professional, courteous during their time at my home but I thought they went above that with the way they dealt with me as a customer. A crafit to the company.
Absolute shambles, trying to contact to arrange a visit, website down, cut off twice during a conversation, when arranged a part had to be ordered for a simple fix on my boiler,arranged a time engineer arrived and didnāt have the part so checked my fire and fixings in loft told me it needed another flue hanger support I explained that BG had fitted two a couple of years ago, sorry you need another one( lofts space not that high) so the gas fire can not be used, unfortunately my wife noticed that the fire that could not be used had been left on and the fire casing was loose. A way forward -can BG fit a new stay? Answer no it has to been done independently, also the engineer does not have to come back to reinspect and remove the notice placed on my fire. Really disappointed, but my own fault as I should have read the reviews before signing up, on reflection I wish I had stayed with my previous provider, just too much hassle
Gas from Scottish Gas
Dear all, 23/09/2020
Please find below, an overview of my experience with Scottish Gas, which will appear truly unbelievable. Should any party be considering use of their services, please do not consider. Read my experience, and then judge for yourself. I am not one for anonymous malicious adverse communications, which would disallow the recipient the opportunity for recourse, so in this instance, I will disclose my customer account number, should this communication end up being reviewed by Scottish Gas personnel at any point in time (Gas account number 851012491314).
My personal background. Retired, along with my wife November 2018, and moved into a new build property in Edinburgh, 26th February 2019. Single pension, and wife with severe medical condition (C). No sympathy vote required, simply additional information which exacerbated a fundamental requirement for my wife to feel financially comfortable enough to switch the heating on. This rarely occurred, out of fear of unknown accrued bill costs.
Shortly after uptake of the property it became abundantly clear to me that Scottish Gas had the incorrect meter serial numbers etc for the property, therefore billing was stalled. This is the only element that I will give to Scottish Gas, for balance, as the serial numbers were incorrectly provided by the estate builders, initially.
However, this is where things began to take off negatively, for an intense period of six months, where I spent many, many, many, man-hours on the telephone to Scottish Gas operatives, repeatedly providing the same sets of serial numbers and readings, to absolutely no avail. Many of these calls last hours in duration, and were to separate operatives globally. Uk, South Africa etc.
Throughout this extended period, call centre operatives periodically escalated the problem to āCase Handlersā and indeed a Complaints Resolution Managerā. All of these actions resulted in no further progress, despite my repeated provision of serial numbers, and ultimately actual photographs of the meter units, with the respective serial numbers clearly visible. In actual fact, a Scottish Gas engineer personally visited my property mid-way throughout this process, again to no avail.
Note a sample of personalities engaged with throughout the period:
-Crichton
- Lona Somlata
-Graeme (23rd May 1.5hrs duration)
-Tamica (30th May)
-Sarah Woodward (30th May Complaints Resolution Manager)
-Carlene (1st July. 30 mins)
- Gwyneth (9th July)
- Maria Bell (New Case handler. Transferred to her due to inaction by previous handler. 6 calls to this individual over a period of time)
At this point, and out of utter stress and frustration, I initiated a change of energy provider request from Scottish Gas to SSE (Scottish Hydro. 18th July)). This transfer was unable to complete for many weeks, as Scottish Gas had STILL not managed to transfer my meter details onto the national database.
In continuing to engage with Scottish Gas, further calls were made to their operatives, as follows:
- Selwayne (9th Sept. South Africa. 25 minās)
- Tashreeq (18th Sept)
- Phil (23rd Sept)
- Natasha (7th Oct. Advised Natasha at this stage that I would be unwilling to settle outstanding bills until I was compensated for severe stress and not least a massive unkown number of total man hours on the phone.
- 16th Oct I received an exceptionally aggressive call from a male Scottish Gas operative indicating severe threats (legal etc. Forgot to record name), should I not IMMEDIATELY pay in full, my electrical bill. At this stage I paid Ā£318.40, which I regret doing. This only served to increase my resolve to hold out for an ethical Scottish Gas response on my gas bill, which still rolls on, as follows:
- 24th Oct raised complaint on my billing, as all bills had commenced from zero meter readings, where correct start bills meter readings had already been provided, avoiding my liability to pay costs prior to my entry into the property.
- 6th Jan 2020 (almost a year from commencement with British Gas), is where my last communication occurred, which is the most unsettling one. Call made to Pritpal at Scottish Gas, whom indicated that due to no resolution, he would be REFERRING MY CONCERN BACK TO THE ORIGINAL CALL HANDLER. Complete āresetā.
- HOWEVER, the above action did not occur, and my next communication received came directly from a company called Moorgroup (A debt handling agency), whom are now in regular chase contact with me, attempting to recover around Ā£200 of gas billing, with I guess, the next stage being a court summons for monies due.
Beyond the above points, if any reader is in ANY doubt at all, as to my integrity and honesty, I have saved the best for last.
At the point of my attempted energy transfer from Scottish Gas to SSE, I simultaneously raised a formal complaint with the energy ombudsman over Scottish Gasās utter incompetence and unethical and non-professional conduct. Once again, and for transparency, the complaint reference details are:
Your reference: EG058120-19 Date: 15 Oct 2019
Andy Dossett Investigating Officer (Ombudsman)
After an extended investigation, the ombudsman found entirely in my favour against Scottish Gas, proposing that Scottish Gas award me Ā£75 in compensation and that they write to me formally to apologise. While that, at face values appeared to be a positive resolution, I am sure that any reader of this review will find it hilarious that an award of Ā£75 for my incalculable manhours and severe stress, would compensate me appropriately. As a complainant, you can therefore press the āaccept outcomeā function on the on-line complaint, or decline, if you disagree with the findings. If you decline (as I did), the complaint is therefore regarded as ānull and voidā, as if it never existed, and therefore the accused party can regard the award against them as ānon bindingā.
For those that are unaware of the ombudsman process, the complainant and accused both have visibility of the other parties exchanges (edited by the ombudsman). I therefore had sight of Scottish Gasās statement that they would compensate me appropriately, and that they would write to me with an apology letter. This never occurred.
Having queried the above with Moorgroup, the debt recovery service, their dialogue with Scottish Gas has restated that they regard to ombudsmanās finding as ānon bindingā, and that they have no intention of offering compensation and/or a letter of apology, as per the previous commitment.
So:
It is now 17 months since I attempted to use Scottish Gasās energy services. To date events:
- Could not set up correct billing, despite my best efforts
- Bounced me round numerous personnel and call handlers for months (No Covid factor here to mitigate)
- Threatened legal action against a customer who had been desperately TRYING to pay them for between 6 and 8 months, to no avail
- Washed their hands of the problem and passed to a debt collection agency
- Saw the energy Ombudsman award against them, and used the complainant ādeclineā option to regard the outcome as ānon bindingā. Any substantive organisation, in this day in age would still have had the decency to write and apologise for their actions and inactions.
- Notably, and from ALL of the Scottish Gas operatives engaged with, NOT 1 individual, at any point, asked what they could do to keep a customer, whose only apparent failure, was a desire to pay his bills over a period of many months.
My apologies for the length of this communication. Sadly it is not over yet, for myself and my wife, as the stress continues, with what I am sure will be an impending court summons, where presumably a judge will rule on the events above, which I will present in full. I will continue to amend this post, and repost consistently throughout the year, until such time as the matter is concluded.
And here we go again:
23rd Sept 2020 Calls to Scottish Gas, after being āback referredā from Moorgroup, the debt collection agency. Discussions with Lisa, Customer Advisor (Complaints), and then finally, Pauline, Customer Services Advisor, Collections Department. During these calls I requested that THIS communication be placed in front of a manager in responsibility for consideration. They POINT BLANK, refused to do so, and further confirmed that they had no intention of making ANY form of apology to me.
I further indicated that unless they did so, I would be publishing this review, and republishing on a weekly basis, for a period of 18 months, more or less in line with the length of this complaint against them. So here we go. Itās a large organization, and I am only one individual, but these forums are all we have. Please AVOID these horrible human beings.
A truly disgusting horrible, thoughtless and unprofessional organization. Please avoid, if you possibly can.
Best regards from Edinburgh.30th September and still no response from Scottish Gas. Some 'hello we note your query' feedback from one of my online posts, but STILL no formal response. Conscious of Covid times now, but please all, bear in mind that the whole fiasco above occurred during pre-Covid times. Apart from the last couple of calls. Incidentally, I didnt mention that my change to SSE has been nothing but positive. They billed promptly and correctly, from DAY 1, albeit Scottish Gas held them back because they initially failed to register my meter onto the national database. Sorry, I said 'initially'. I meant throughout the bulk of my time with Scottish Gas. Anyway, this is post 2, of what will be weekly posts, until such time as Scottish Gas address their failings. Anyway, that's me off to find additional forums to post my case history. As per my text, avoid avoid avoid this supplier.
Sadly have similar experience over 16 months, with 12 million customers BGT canāt possibly cope with complaints so basically you are just cast adrift, cut me off three times after putting me on a prepayment meter without my knowledge or authority while my complaint was so obviously still unresolved, apart from avoiding this shambolic company at all costs also avoid smart meters because that means your energy supplier can remotely cut you off! I for one fail to see how a grossly incompetent company can be allowed to play god with your energy. Say you get hospitalised unexpectedly and when you return home they have remotely cut off your supply and with it th3 package treatment plant, the intruder alarm , the freezer! Beware of British Gas and all their subsidiaries.
Leave british gas worst company ever terrible customer service abusive unhelpful behaviour terrible attitude
Servicing
Keep cancelling on due date numerous times. We're nearly a year overdue! Also have to click stars for review to go through but don't deserve 1 star as they keep letting us down. They also make it very difficult to complain ie whether on line or phone! Disgraceful company
Yes had problems with them for years customer service gone down the pan with them I'm now leaving British gas and going with edf in few weeks I would advise you to leave British gas if your unhappy with them leave them British gas dont care for customers at all
Gas and electricity
Absolutely ridiculous. For a company that pretty much represent England when it comes to gas and electricity. I expected way more. Customer services is appalling and disgraceful. While some have been a bit helpful others have been woefully appalling.
Journey started 9months again when I moved into my new build. Building site already pre registered with British gas. British gas sends me numerous letter saying I owe this and I owe that. To which I called to set up a direct debit for both bills.
2 days later I got an email to say direct debit was cancelled when I did not cancel it and bill was not even yet to be taken out. I called again. Spent almost 2 hours trying to get through. Eventually did. Spoke for few minutes. Phone hang up or they hang up and I was expecting a call back to which no one did. Called back the second day. Similar waiting hours. Set up direct debit again. Again 2 days later it was cancelled.
At this stage I just left left the DD options and pay online. Electricity seems to have been set up (on a wrong plan) but at least I was getting billed and making a payment. Gas on the other hand was a joke. It would seems this was never set up correctly even though I was promised this is the case. Every time I tried to make a payment. It would tell me I have zero balance to pay.
It took months of calling and after 6 and half months I was finally billed almost 400 pounds. This was Covid time and a bad timing. I called again explaining this is ridiculous and not my fault and at this stage. I had been charged late payment fee. I called explaining my case and it took almost 20 min before customer service understand what I am explained to him. Waived the fee. Opened a complaint and advised someone will get in contact with me
Someone finally back to me from the complaints team. We agreed that he would put me on my original plan from when I moved in. Set up a DD for both accounts. Ring me back and advise the new bill amount and let me make a decision if I still want to stay or not. A month after the call. Got an email that DD was set up. And this is my bill. Also got an alert from Equifax that has and electricity added to my account. He also advised a hold will be out on my account until he calls me back for me to make a decision (this was not the case)
I texted (he advised that I could do this) this individual that why has he gone ahead and put this in place without my go ahead to which no reply. I called customer service to which an email was sent to same individual that I had an agreement with his manager CC'ed in. Considering my frustration at this stage. I was promised a manager would call me back within 2 hours. Waited whole day. No call. I also asked if my complaints was still active to which he advised this is the case
I called back the second day. While expressing my frustration. Customer service hang up on me even though I apologise at the beginning of the call that I might sound upset. I was expecting a call back to which I never got back. I called back and this time speaking to a nicer lady. Explained my situation again. While she was a lot nicer. I found I have to repeat my self numerous times as it would seems no attention was given to what I was saying. I asked about my complaints and she advised me this is now closed. I told her I was told otherwise the previous day.
Anyways to cut long story short. I was advised a manager by the name Dominic will call me back again that day without failing. Again waiting whole day with no one calling me back.
On top of that a missed payments notification has gone on my record when this is not my fault.
Absolutely disgusting, disgraceful and British services should be ashamed.
At the stage. I have had enough. Just wanna get this sorted and leaveIm with blue green energy if you would like i can compare rates and see if i can find you a cheaper deal. my number is 07762308539. Just send me a mess if you would like more info.
Trying to change supply
Been with British Gas for years, but due to an incident earlier this year, decided to change. Well the electric side went smoothly but the gas side has turned into a nightmare. I moved into this property 5 years ago with its prepaid meters. Did my 1st top up and noticed that they took money off the card for a debt. I phoned them and explained that I was the new tenant, the problem (I thought) was sorted and I was refunded my money. Now they claim that I now owe that money and are refusing my change of supply. I have proof of the date I moved in which also corresponds to the date that I moved out of my last property, which was British Gas.
homecare
Bought home package . Prior year have problem with appointment. This year I have appointment cancelled by British Gas at shot notice twice( the same day , just before the time slot run out). I told them when first appointment was canceled how important the date I receive the paperwork is. I called them to make sure it will not be cancelled. They cancelled anyway. Noone takes responsibility for anything. Badly run company
Smart meters
I was booked in for a smart meter this morning and the engineer said you don't have your electricity with us, so l said yes l do, so he wanted a recent bill, which l gave him then he proceed to phone varies people, and the problem was they had got a slightly different address, so after 1/2hour of this l told him to leave my home so l have wasted a morning trying to sort this out, l have made a formal complaint to British gas and l might change suppliers talk about jobs worth
British Gas Homeware Service
Local engineer excellent, call centre customer service poor.
I was left without hot water and heating for over 3 weeks, and each time I called the customer service team I was treated as though it was the first call despite being advised previously that all notes were lodged and the matter was in hand. I was told the parts had arrived, nothing happened. Called again and was told parts were out of stock, and to call agin in a coupe, of days. Called again, no-one knew anything about it and parts still out of stock but the local engineer had now been asked to source them. Local engineer called me to apologise as he was still awaiting parts, he knew nothing of a request for him to source them. Called customer service again dawns told exactly the samosa before, when I told them the engineer had not been asked to source the parts I was told they would look into it and contact the engineer. After I made several calls to various suppliers I was able to source the part easily! Eventually the engineer called to say he had the part and was fixing the problem that day. Throughout this the local engineer was communicative and very helpful, a credit to his profession. The same cannot be said for the customer service centre wherever it is. Sadly they give the company a bad name and its the man on the ground doing the work for them that may suffer if customers go elsewhere.Gas and electricity
Used to be with these scammers and was being billed Ā£200 a month for gas and leccy. I knew this couldn't be right but the greedy money grabbers insisted it was. I then switched and my bills halved. Then my father passed away and I knew he had built up a large amount in credit as I looked after everything for him. Again these tossers said they only owed him Ā£1 gas and my dad owed Ā£1 in leccy so nothi g to pay either way. TOTAL SCAMMERS. AVOID AT ALL COSTS!
Gas and electric
AVOID AVOID AVOID!!!!
Disgusting companyĀ
I was charged a ridiculous amount for my gas and electric (Ā£800 for 3 months) which was obviously an error as we used our open fire and log burner. However, when I questioned this they never told me the correct amount dispite 6 months of chasing them, they just wanted me to pay the bill which they could not tell me the amount. An example of this is that we received 4 different 'estimates' in 1 week, and when we asked as to the correct one, they gave a different amount! And I received a different amount every time I enquired. Ended up sneakily putting 2 defaults on my credit file and when I discovered this 3 years later and questioned it, they would only offer Ā£20 as an 'apology' for their errors but Refuse to remove the 2 defaults (gas & electric)Ā
I will never use this vile company ever again! And suggest that everyone avoids it like the plague!morning
all got say about British gas know were are you know the crona virus criss is here customers need help you let them down you gave millions to citizen advice. to but them off when you phone them they on you side you pull the string s is crupt they way your go in you have no customers left if dick Turpin was live to day he work for British gas after all the high way robs worst enarge company out their
Gas & electricity
I want to say, British Gas is a liar, cheater, and scammer company they will tell you a lot of lying stories like you are at the cheapest tariff.
You need:
1. Do not trust British Gas staff because what they tall you are lying.
2. You are at the most expensive tariff and you need to urgently look for an alternative energy supplier.
3. Once you switch to a supplier then you can reveal the fact that British gas is scammers and will charge you around Ā£1400/year!!
I personally left British Gas and saved more than Ā£400/year!
Go away from British Gas lair and don't trust them because they are scammers!!British gas
Got the final bill after I moved home, they have took a payment and then sent me another bill with exactly the same amount to pay as it was on my final bill. Rang them up and been told 3 different stories why it is like that. Been asking to transfer me to manager what they haven't managed to do at all even though I was with them for an hour on the line... Would never ever again use this company always over charge for nothing. And wouldn't recomend it to anyone eather. They rates are the most expensive as well so who are thinking to go to British gas don't..
British Gas
Quite appalling!
Today is the worst day of my life. British gas has driven me to a point where I have no option than to leave this review. I have been a customer since 2015 & there has been one problem or the other. Just recently, British gas stopped using paypoint. They only use the Post Office & Payzone for yop up services. I topped up my gas card since Friday & my card couldnt transfer the fund into my meter. I phoned & the customer service gave me a code to take to any payzone or post office to get the fund transferred to a new card.
Where is the new card? None of the 8 post offices I've been to have the card & none of the 8 payzone stores have the card. Suprisingly, all the 18 locations said the same thing (British Gas has not sent them any cards) attendants from 11 of these stores also expressed their frustrations about how British Gas has sent many customers to them for the same problems.
These aside, my breaking point was when one of their call attendants offered to give me a list of another 12 payzone stores to go. He even threathened that unless I go to these stores & come back to report that there's no card. Nobody will deal with my complaint. Very horrible! I have 3 young kids at home & the youngest 4yr old is a special need. Meanwhile, the balance on my gas meter is Ā£1 & since Friday, I have spent money on transport. Today is Wednesdsy... no card in the post, no card from any stores & I am exhausted.
When did British Gas obtain the legal permission to subject their customers to degradation & reduced quality of life. When did British gas incorporate the code of 'punishment'.Vile & disgusting
Absolutely vile, Do not use British Gas under any circumstances. If you have recently moved in to a property using British Gas - call immediately to switch. I was paying an extortionate amount to British Gas for a tiny cottage where I never had a radiator on and was out for 16 hours per day.
I then moved out, paid the last bill received and thought nothing else of them. I moved out on around 10/08/17
I have had no contact whatsoever from British Gas since I moved out in 2017, but last week my Wife called me (Late Nov 2018) crying down the phone at a bill received to my new property, almost a year and a half later stating I had to pay Ā£580 as this was my final bill! So for almost 1.5 years they havenāt contacted me to tell me this? They confirmed they had my correct number and have had my new address this whole time. They just simply could not be bothered
I only pay my bills once holding the paper copy, British Gas advises they did not send a paper bill out because I opened an online account and it automatically changes your billing!! Not my fault!
My wife has epilepsy and as she read the letter, she dropped to the floor and began fitting. I raced home from our local pharmacy and found her on the kitchen floor, semi conscious - tears still dotted on her face and clutching the British Gas bill in one hand.
This broke my heart, she is petrified of debt and these vile, unorganised blood suckers made her this scared. She knows even I know we canāt pay this bill and I know when she hears me crying about it upstairs Iām just proving to her Iām not as strong as I need to be, for her.
British Gas have washed their hands of us - a young, gay couple living with terrible and life threatening disability every day. They think by offering us a Ā£60 recuction we are some how going to manage! We are paying back Ā£10 per month, yes I work - but we physically have nothing, not a penny. I do not even believe this bill is right, how could it possibly be? I paid almost 2k to them in 1.4 years at my old place!
This is being taken from the heating my wife needs. I have decided to stop eating at work, to pay for the Ā£10 monthly charge as this would be the amount spent by me per week (Ā£2.50)
British Gas, stop our suffering. You can easily do this, your bosses are paid huge bonuses and as are some of your staff. It is wholly down to your own, lazy and unorganised procedures that you havenāt contacted us prior to this. Donāt dribble about being able to chase bills up to 6 years old - WE KNOW THIS IS NOT RIGHT! YOU SHOULD HAVE CONTACTED US. YOU ARE KILLING YOUNG PEOPLE
The last thing I will say, is had British Gas actually informed us of this bill, we wouldnāt have got married in August. I could cry at the thought. We only spent around Ā£200 on our wedding. This also breaks my heart, as British Gas would have rather had the money than a woman marry her partner who has no idea of her mortality or how long she will live for due to her condition
BRITISH GAS - think very carefully before you reply as simply spouting the law or your collection procedure will not make you look any better - it will make you look like bloodsucking parasites, again. You have ruined everything for us and we are not stopping until everyone knows how carelessly you operate. The way you have conducted yourselves is utterly disgusting and you need to sharpen up your collection process. You are wholly responsible for what happens to me and my partner, especially when we canāt afford medication and food.
Save yourself, your wife & kids. Save your mental health, donāt touch them with a barge pole.
Further news articles to come regarding this story - I am not going to stop until I myself have physically caused British Gas to loose 50k. I will then move on to my next target of loosing them 500k. If you think one woman canāt do this you are so, so wrong. If you make me suffer, I make you suffer. Imagine your CEOās faces, all of this distruption over Ā£580I had final bill off British gas I was in credit for 63 pounds thinking I was go to get a refund think again the charged me 15 pounds on my electric bill phoned up staff off whith crona virus' criss they save money in theis criss they nothing but scammers suck you dry do not care about vunrable customers wait in post office cue they just want the money Iphoned citizen advice up did you know British gas pay the Millon's
Good company
Good quality, never any problems.
Review with most votes
Vile & disgusting
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