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Britishgas reviews

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British Gas Rubbish

Leaving British Gas when my contract ends. Rubbish customer care. Complicated tariffs. Been with them for ages but the time has come to change.
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WORST COMPANY EVER

Honestly. i was happy at first, and then the bullshit began.

So after my over-charged payment of £1500!! was made, my balance on my business account was back to £0...

I received a letter to confirm this... everything was ok... then... 3 months later.. i recieve a statement saying i owe £2400!!!!!!
What the hell???
How did this happen?
I made the payment in August...
I call them.. they apologise - they explain its an error and give them 10 days to correct it...
I call back 12 days later to check and to make the payment i do owe from the 3 months energy used... i am told to not make any payments as the error has not been corrected... i was told another 10 days as this lady was going to correct the error!....
So... ANOTHER 10 days later... i call again - The SAME THING AGAIN - TEN DAY , TEN DAYS OMG TEN DAYS HOW MUCH TIME DO YOU NEED TO CORRECT A 'SYSTEM ERROR'
I am not happy.
So again, i wait ten days.... within THIS ten days i recieve a letter, saying i have extra charges on the account now, as i have not made a payment on the £2400.... WHICH I WAS TOLD NOT TO MAKE!!!!

So yeah.. charges are now at £2600 , they are stressing me out so much

I have spoke to someone last week... she was called Laura, she like most british gas people are very helpful and sympathetic,, but sympathy doesnt correct this 'error'

What is going on?
I have had a miss call today, finally! but unfortunately i'm working until after 6 so i wont find out the latest until then...
I emailed the customer services to let them know i missed the call and im going to call after work.. and what happens... ive had 5 miss calls from them in the last hour... LOL these people are ridiculous.

AS soon as my account is sorted i am switching to NPOWER!
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Absolutely Appauling Customer Service

I am exhausted with British Gas. We move house in December to find that our previous occupant had given final meter readings - great .....or so we thought!

After spending most of January trying to call and email in order to set up an account (you can't do it yourself online using the 'occupier' customer number given) the only way to get any sort of response was to complain.

So after my complaint was responded to (or so I thought) I received three of the same incorrect bills and couldn't put meter readings into the account that had been set up for me. So after receiving a reminder letter and another letter threatening it to be passed to a debt collection agency, I find out that the meter readings I had given had not been processed and it seems that my previous emails and phone calls ignored.

What I don't understand is how difficult it can be to actually try to pay the bills, and I'm absolutely furious that I've had to spend time and energy trying to hunt down mistakes made with absolutely no assistance from British Gas while they're spending time and money on sending me useless letters.

We switched to Sainsburys only to find that the system is through British Gas, so now we are desperately trying to find a supplier that does not associate with them as I'm not willing to spend a penny on a company that needlessly throws away money through poor service.
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Never sign up to British Gas

My brother died recently. I paid his final gas and electricity bill. I asked them to disconnect the gas and electricity. They said we don't do that. I said the house will be empty till probate. They said my brother'saccount is now closed. Now they have sent a bill for gas in a threatening letter. No gas has been used at all since I paid the final bill. A negligible amount of electricity may have been used while visiting the house to check on it, but definitely no gas. The letter states, they will charge me for a court order and to break into the house to disconnect the supply and fit pay as you go meters. I had asked them originally to disconnect the supply but they wouldn't. However I do not owe this money as I gave them the final reading and paid the final bill, and no gas has been used since then. This is how they treat relatives of the deceased account holder. I have settled all the outstanding bills of my late brother. Only British Gas continue to harass me with threatening letters. I'm sorry brother, I did my best, but you would sign up to British Gas, famously the worst company ever.

Edit: I asked for the supply to be disconnected, not the meters removed. There is a big difference. I would never expect the meters to be removed. I am not an idiot, and normal people reading my review will understand what I meant. The threatening letter that was sent to my brother's address said they would disconnect the supply if the invented (estimated) bill was not paid, so British Gas obviously do disconnections. Thanks for the reply anyway, I have contacted British Gas and got patronised by an angry woman, exactly what I expected, she cleared the fake bill. I very much doubt if that is the end of it though.
Britishgas

Reply from Britishgas

Dear Jen,

I’m sorry to hear of your recent loss and the contact that you’ve had from British Gas regarding you late brother property. When we’re notified of a bereavement, our internal Probate department will close the account down to the date we are notified of the individual passing away. We will then set an account up under the Executor of the estate. Whilst I appreciate very little/no gas and electricity is being used at the property, we’d never recommend removing the meters as this can cause problems reselling the property and depending when the meters are needing to be fitted again, there can be a charge for re installing them.

It sounds likely the current bills have been estimated (based on occupancy of the property) and we need to check is this is the case.

I’m confident that we can resolve this for you and would really appreciate if you could email the address details of the property to talktous@britishgas.co.uk. If you could also include any customer reference numbers this would be appreciated.
Please also include in the subject field 'TrustPilot Review'. Again, I’m sorry for any distress caused during these difficult time.

Regards

Jamie
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Zero Customer Service

I decided to change suppliers in November 2013 from British Gas to Scottish Power. I thought the two companies handled the change over and I need do nothing - big mistake. In February 2014 I realised British Gas were still collecting direct debit payments despite no longer supplying me. I contacted them asking for a refund and informing them I had cancelled the direct debit with my bank. They confirmed they would send a refund out. They sent a refund via cheque, fairly promptly, and I thought that was the end of my relationship with British Gas. However, two weeks later staff from a call centre in India began phoning my husband on his mobile stating they had been unable to collect the direct debit. He explained that we were no longer customers of British Gas at which point they decided they could not speak to him about the account as I am the lead name! After much discussion it transpires that the refund issued was an overpayment. Apparently their accounts department took into account February's direct debit payment, despite the fact that I told them on the phone that I had cancelled it. There were approximately 5 days between my phone call informing them that I had cancelled the direct debit and them sending me the cheque. It is basically their mistake. Since that date my husband has received numerous calls on his mobile. I have made numerous calls to British Gas. I have e-mailed them to try and reach a resolution but they did not reply to my e-mails but instead instructed collection agents! I am disgusted with their practice. First taking direct debit payments when we were no longer customers then making a mistake with the refund and blaming me, making me feel like I had deliberately defrauded them! Their accounts department calculated the refund - their problem.
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Reply from Britishgas

Sorry to hear of the problems you’ve experienced with us. Without looking into the account, it’s difficult to confirm exactly what has happened on the account. From what I can tell, we sent you the refund cheque for an over payment, however, this included a Direct Debit payment that had not cleared your bank account. We are now requesting that this part of the refund is re paid back to us. Whilst I appreciate your frustration, under the terms of the Direct Debit guarantee we advise “If you receive a refund you are not entitled to, you must pay it back when British Gas Trading Limited asks you to”. Please email full details to talktous@britishgas.co.uk. If you could also include your customer reference number and address details this would be great. Please also include in the subject field 'TrustPilot Review'. Thanks Jamie
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Terrible service. Use ANYONE else.

Moved into our flat and had many problems with British Gas whilst setting up - bills to the wrong place, incorrect bill amounts etc. Put it down to bad luck and carried on. We moved out of the flat in December 2013, notified of closing account numbers. I owed on my electricity, they owed me on my gas - could they use this to cancel each other? Of course not, I had to pay the amount outstanding (which I did, immediately) on the gas account and they would issue a refund via cheque for the amount overpaid on the electricity account. Four months later, I am still waiting for the cheque. Incompetent person after incompetent person has promised that the cheque would be issued to the new address, time after time no cheque has arrived. It has really been the icing on the cake today when calling in and being passed around from department to department - having to explain myself each time - I was finally told that the cheque was issued on 26th Feb and that it takes 14 working days, so I wouldn't have it yet - by my calculations it has been 29 working days to date, but obviously that is beyond the comprehension of British Gas staff. I was then left hanging with no explanation for half an hour, only to be told a stop had been put on the refund because of my gas account. HOW CAN A COMPANY OPERATE THIS INEFFECTUALLY?!?! Sort it out British Gas, it's an embarrassment to have the word "British" associated with you.
Britishgas

Reply from Britishgas

Hi Rebecca, Sorry to hear of the problems you’ve experienced with us at your previous flat. When we're notified of a home move and close an account, whilst transferring a credit balance from the electricity to the debit on the gas isn’t a process we always can follow, as long as the refund hasn’t yet been sent, we should be able to action this transfer at a customers request. Apologies this wasn’t worked at the time. I need to see why after 29 working days the cheque hasn’t arrived, 14 working days should be the maximum timescale for this. Likewise, without looking into the account I’m unable to see why the gas would prevent a refund being sent on the electricity account. I appreciate your frustration regarding the closing of the account. Please email the property address details to talktous@britishgas.co.uk. If you could also include any customer reference numbers this would be appreciated. Please also include in the subject field 'TrustPilot Review'. We can then properly investigate the matter and ensure the refund cheque is sent correctly to you. Thanks Jamie
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told my tenants I had died - and cannot even see what is wrong with this

I am a landlord with a few properties all covered with BGas Plumbing & Heating cover. They have written to one of my tenants to advise them I have died - the account number used on letter was for a different property to the one they had written to and the outstanding amount was for a a different property altogether. BGas have managed to mix up 4 properties in one letter and notified my tenants of my death. The death actually was my father last year, not me and when I suggested this had caused me some distress, they asked why?

They has taken information from the plumbing and heating cover side of the business to contact my tenants even though the tenants do not have BGas gas or electricity - only my late father used BGas.

When I phoned to complain, the BGas employee in customer services put the phone down on me.

This is a total abuse of my private information - sending out random data to unconnected people and properties. BGas have refused to do anything about it,including assuring me that it will not happen again.

Apparently they can send bills to wherever they wish to and it is not a breach of the data protection act. They cannot see how telling my tenants I have died, or abusing my late father information may cause any of us distress. In a nutshell my fathers estate in still in probate so there was a small outstanding bill - rather than contacting me for payment they decided to just contact other tenants I had using the information from the plumbing and heating cover side of BGas, in the hope of eventually bullying someone into paying. The debt collection company Philips and Cohen did nothing to try to sort this out.

BGas are a disgrace - I would never use them again
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Reply from Britishgas

Hello Sir

I am so very sorry for what has happened to you, it really isn't acceptable. If you email your address and the account information for your father to talktous@britishgas.co.uk, I will resolve this for you.

Please include in the subject field 'TrustPilot Review'.

Thanks and sorry again

Louisa
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Complete Nightmare!

On friday 28th March 2014, I purchased £30.00 of gas for the prepayment meter. I then added this to the meter and the meter stated I had a balance of £33.90. I always note the amount as I have just become accustom to using a prepayment meter, as I have never had one before and the meter was already here when we took over the tenancy on December 9th 2013. Since then I have noted that my family use on average £30.00 per week, to ensure I am never caught short.

On Monday 31st March at around 4pm (whilst cooking my childrens dinner) I noticed that I had no gas coming through on the stove. I first panicked and thought the flame had blown out and quickly turned off the cooker and tried to reignite the hob. It wouldn't work. I then looked at my boiler. My heating and hot water are set to come on by now to ensure I have hot water etc. I could see that the boiler was trying to ignite but appeared there was no gas supply.

So I went outside to my meter and it told me that there was emergency credit available. I had put £30.00 on less than 48 hours ago. How could I have used so much gas? Bearing in mind my heating is set to come on at varying times, depending on the day of the week etc, to suit my family's usage. We had been out of the house all day Saturday and most of Sunday. The weather, fortunately, has been very mild so I had even on occasions knocked the heating off, but left the water on. Stands to reason there is something wrong.

I called British Gas and spoke to a very helpful woman, please forgive me, after speaking to so many people the last 24 hours, her name fails me. Although I am sure your records will show who I spoke to initially. Its a shame I could not have spoken to her again, as I feel if i had been able to this nightmare would have not occurred. Therefore, may I take this opportunity to pass on my thanks and I hope you note that the customer service I received from British Gas on that occasion is the level of service I would expect from a company as such as yourselves.

She asked if I could go to the meter to go through some screens on the meter. I have a wired phone and was unable to and she suggested that she would call me on my mobile and go through the screens. She called me straight back and advised me of what to do to get the information she required. Afterwards she asked me to come back inside.

I was informed that my average daily consumption of Gas is roughly £3.50 per day. So how have I used £30.00 in 48 hours? I would have had to have had my heating, hot water AND cooker on the go constantly, to have used the credit balance as of the Friday AND some!

She explained that there would be a charge if they were to come out and replace the meter to then find out that there was no fault with meter. Which would then mean I had used the gas - NOT POSSIBLE

I was told the last time the meter had sent a reading back to British Gas was on Feb 27th, 2014?
When the 1st engineer called, he said that every time I topped up the meter, it should have automatically sent a reading to British Gas. I can assure you that I have topped up since Feb 27th!
She advised the best course of action was to put the emergency credit on first. She also gave me the meter reading she had asked for whilst going through the various screens earlier. This was 05733. Then if this credit was used very quickly then it would be a key indicator that the meter was faulty. I was asked to call back the following day (April 1st) should the credit decrease rapidly. Because in her opinion it wouldn't or couldn't be the meter as it was not very old and faults on the meter would be very unlikely. But she didn't want me to be burdend with a bill for a replacement meter and nor did I so I agreed this was the best course of action. How wrong was i?!

After putting the phone down I then went to the meter, tried to put the emergency credit on and there was a message displayed, CALL HELP. I called back and spoke to another call centre operator. I explained I had called earlier and he read through the notes from my 1st call. He immediately booked and engineer to come and stated that they would be with us between 6pm and 10pm.

He arrived around 6.30 - 7pm. As per the service order number 4006477301, you can see that he changed the regulator as a matter of precaution . Meter was reset due to a genuine fault. The whole situation was explained to him and he offered to change the meter, but as I had been advised to do what had been requested with emergency credit I declined. I did so as I needed to be able to prove that our gas consumption had not increased and to further prove that there was a fault with meter and therefore be reimbursed for the credit that had been lost He completely agreed and said that he would be back again as he was convinced that a new meter would be needed. He tested to make sure that there was no leaks, checked my cooker and boiler. He was happy that there were no issues with supply to my home. He put on £5.00 emergency credit, which is what I was originally asked to do and then note useage etc, to determine if there was a fault with the meter. He completed his work around 8pm.

From around 8pm till midnight, I had my heating and hot water on. Then it was switched back to come on again in the morning under its normal timer. I got up and noticed that the house was cold, checked the boiler controls. The lights were on but no flame on the boiler. I then try to ignite my cooker, nothing. I go outside and check the meter and the meter reads I have no credit? So I have apparently used £5.00 worth of gas in 4 hours?

I called back at 6.15am to report that there was something wrong. An engineer was booked to arrive between 8am - 12 noon. This resulted in my partner having to call his boss and inform him that he would be unable to come to work until the the engineer had called. The engineer called to our home, reset the meter and added £5.00 emergency credit. When asked to remove the meter he stated that he could not as he would get into trouble. He then left at 10:05am there was £4.93 credit. We did not put the heating or water, nor did we cook and by 11am the meter stated the balance was £2.39. Quite clearly there was something wrong for the balance to be going down when no gas was being used.

I then called again, having to explain everything again. I was advised that an engineer would be sent out again and this time the meter would be changed. The engineer was booked to arrive between 1 and 5pm. I also requested to speak to a Manager and was told that they would call me back. No call back was received.

At 5:10pm, we were still waiting! I then called again and this time i was very upset and crying due to pure frustration. My children were home from school, I had no way of cooking, not hot water or heating. I am then told that my earlier call had not been completed properly and that no engineer had been booked! and that the soonest they could get anyone out would be between 6pm - 8pm. At this point you have already broken your contract by not having an engineer with me within 4 hours AND I am then expected to wait a further 2 hours. At this point I was very angry and upset and I refused to put the phone down until I had spoken to a manager. 45 minutes I spent on hold and finally spoke to a manage called Ingrid. I then had to explain ALL OVER AGAIN!

She confirmed that an engineer would be calling, the meter would be changed and I would be given a new card and the meter would be credited with £10.00 emergency credit. She also confirmed that any debt that was on the meter at present, which was around £11.00 would be cleared. She said that I would then be called by her personally today at 10am. She would give me a code to take to a paypoint store which would credit me with £33.90 for the credit lost, plus compensation for the missed engineer call and for time we had missed from work.

The engineer arrived at 8pm and funnily enough it was the same engineer that had called earlier!. He changed the meter, he did not give us a new card and only put £5.00 credit on the meter. We told him that we had been told that £10.00 emergency credit would be put on there and we were to take it up with head office! At this stage I was not prepared to call again and wait to discuss with Ingrid when she called at 10am.

Its now 11:42am, NO PHONE CALL! Although I have a meter working correctly!

Not satisfactory British Gas!
Britishgas

Reply from Britishgas

Hi Jo, sorry again to hear of the ongoing problems you’ve had with your Pay As You Go meter. As advised over Facebook, you've escalated to a high level Complaint Management Team and a colleague will be in contact directly regarding your concerns. Please be assured we’re working to resolve this for you. Thanks Jamie
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So bad it's unreal!

They basically took a direct debit from my account that we triple what I owed and then it took over 3 months and a lot of my time to get the money returned to my account.

I then missed lots of other direct debits and had to borrow the money to get through those months.
Britishgas

Reply from Britishgas

Hi Andrew, can I check if this has now all been sorted for you? Under the Direct Debit guarantee we’d always notify customers a minimum of 14 days before making a change to the Direct Debit amount. this is usually confirmed on the first page of the bill/ statement under the "what next" section. If you need our help, please email your address and customer reference details to talktous@britishgas.co.uk Please also include in the subject 'TrustPilot Review' so I can ensure this gets picked up correctly. Look forward to hearing from you, thanks Jamie
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Nightmare final bill doubled.

They added on £517 and ask £1034. Went through all complaint procedure and they said we are wrong. Found mistake in their balance but no one wants to listen.
Got reply on my enquiry which doesn't explain £1034. And at the end as there is nothing further I can assist with the issues you have raised and I have now closed this query for you. OMG how rude. Loosing my patience.
Britishgas

Reply from Britishgas

Sorry to hear of your recent experience dealing with our Complaints Team. We obviously need to check the final bill sent as I appreciate this doubling in price has come as a shock. Please email the details of this to us at talktous@britishgas.co.uk Please include the address details and customer reference number, alongside quoting ‘TrustPilot Review' in the subject field. We shouldn’t close a complaint down until it has been fully resolved so we need to see exactly what has happened regarding this. I look forward to hearing from you, thanks Jamie
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Totally incompetent cowboys

Arranged 3 weeks ago for EDF and British Gas to come out and remove pay as you go meters in two self contained flats that we are presently converting into a family home, both companies were due to come out on 21st March, EDF turned up and removed their meter but British Gas hadn't turned up by mid afternoon so rang them up and after being kept waiting for half an hour were told by the person who answered the phone that she couldn't get the phone number of the engineer so had no idea if he was turning up or not but that we should ring back later if he didn't show up. He didn't show up so we rang back and were told that it was probably an emergency so we would get compensation totaling £22.00, and that we would now need to reschedule an appointment, fair enough we thought, because notwithstanding the fact that my husband had had to take a whole day of work and keep the builders off the job for the day we imagined that British Gas would get someone out to do the job asap - BUT NO - we were told it would be another 3 weeks before the engineer could come out again WTF!!
And supposing there is another emergency in three weeks time, do we have to wait another 3 weeks??
Also, seeing as British Gas have at least two contact numbers for us why was it impossible to at least ring us and tell us what was going on?? And why do the people you ring to ask about this have no access to the engineers phone numbers??
If we had not shown up could understand having to wait another 3 weeks but what sort of back to front reasoning would have us wait another 3 weeks for their complete and utter incompetence.
Are going to have them remove the meter and then go with another provider.
That is if we can ever get an engineer out to do it.
Britishgas

Reply from Britishgas

Sorry to hear of the delay in getting the PAYG meter removed at your property. All valid points regarding being called once we were aware the engineer was unable to attend. Whilst £22.00 is the regulatory compensation for a missed metering appointment I appreciate your and your husbands frustration in having to take time off work and the building works being delayed. Whilst I can see you made the initial review some weeks ago, if I can help please email details to talktous@britishgas.co.uk Please include in the email subject 'TrustPilot Review' so I ensure this is picked up correctly. Thanks Jamie
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Utterly Useless

If there were no stars, that is what British Gas would get! Rude, unhelpful and utterly useless at what they do.
In November last year they added my Day and Night readings together and charged both at the standard rate, even though my account online clearly records that I am on Economy Seven. After waiting hours to speak to someone to complain I was told that some people did prefer the standard rate so they thought they would try me on it. I explained that only a fool would pay £150 more than he had contracted to pay and would they please recalculate the account correctly. Some months later I received an anguished telephone call from a poor young lad who said that he had been trying to recalculate my account correctly but could not because their system is "broken". Finally, a month later, I received a Bill for £2,000 produced by adding the Day rate to the Night rate together to produce the Night rate then adding this incorrect reading to the Day rate and charging the vastly inflated total once again incorrectly all at the standard rate. On sending an e.mail (quite strongly worded, I admit) the only response has been for them to lock me out of my online account. I have therefore cancelled my standing order and applied for an account with Scottish Power. Transferring the account and getting them to calculate a correct final bill will be a nightmare. It is hard to believe that they have any new customers or manage to stay in business.
Britishgas

Reply from Britishgas

Hi Tony, really sorry to hear of the struggles you've had with your economy 7 electricity meter. Whilst some customers that have these 2 rates meters don’t have night storage heaters, I appreciate that you'll benefit from the cheaper night rate and this will outweigh the premium charged for the day time electricity. If you still require assistance, please email your customer reference number and address details to us at talktous@britishgas.co.uk please also include in the subject 'TrustPilot Review'. We can then ensure the account is billed correctly and that there will be no troubles in closing your account when you transfer to your new supplier. Regards Jamie
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British Gas? Don't Go There!

If you are seriously thinking of changing your supply to British Gas, for your own sake, please don't!

From the moment I was cold called and persuaded to change my supply to them, to the moment my first bill came around that was miles away from my actual usage, to the moment I closed my account (with proof) and then being hassled for money I didn't owe for the next year whilst I was out of the country along with a default being placed on my credit record, they are the most incompetent utility supplier in the UK in my opinion. When you complain, rather than getting a reasoned response by letter, you will receive an argumentitive phonecall telling you how wrong you are and that BG don't make mistakes. Thanks British Gas for your utterly embarassing ability to provide a good service.
Britishgas

Reply from Britishgas

Really sorry to hear of the troubles you've had with your British Gas account. It sounds like there have been a number of service failings over the period you were supplied by us. If this still hasn't been resolved, please email me details to talktous@britishgas.co.uk so that I can investigate further. Please also include in the subject 'TrustPilot Review'. I look forward to hearing from you and starting to resolved the complaint. Thanks Jamie
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Never again with british gas

I was with edf two months ago , i had a call from british gas rep he said if i switch to british gas then i get free electricity on saturdays when they fit a smart meter.He also mentioned he would gave me better rates than edf .it sounded so good. five weeks past and no sound of the smart meter , or any bills from them . so i called bg .in my amasement , i was told i could not have the smart meter and their rep should not have offered me it.i asked them about the rates i was given then i noticed their rates was higher than edf. when i challenged her she was quite ignorant and said i better go back to edf. she sounded so rude and indifferent . currently my home care cover is with bg , i will terminate that too.never..never again, i would have anything to do with british gas.
Britishgas

Reply from Britishgas

I appreciate your frustration regarding BG transferring your supply. If the rates our outbound sales rep quoted you are different to those on the welcome pack, we need to raise this as an internal sales complaint. If you’ve already transferred back to EDF, then there might be a small bill from us for the period that we were supplying your property, however given the nature of the contact, if not then we can raise an erroneous transfer, We will advise EDF that they need to take your supply back as if you never left them. They will reactivate your account from the following day you left and continue to bill to date. If you feel we can help to resolve this, please email your reference details to talktous@britishgas.co.uk Please also include in the subject 'TrustPilot Review' so I can ensure this gets picked up correctly. Thanks Jamie
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Cheaper elsewhere so shop around.

I had the engineer out earlier this week re a problem with the boiler fitted by British gas 14 years ago, we have had problems with the boiler before and they have always attended and repaired the system under the homecare agreement, however this time I was informed the boiler was on its last legs and I needed a new one, a visit was arranged for the salesman to attend on the Thursday.
The salesman attended and straight away I was told the new boiler could not be put in the same place as the old one due to new regulations and that it would now have to go into the utility cupboard which houses the washer dryer etc thus losing this area, this was due to not enough space in front of the new boiler, where the old boiler is at the moment is actually bigger than where the new one would be going ????.
Then came the bombshell the price of the new boiler well over £3000 which I was led to believe was not the final price I was also told I would have to make a decision pretty quick because included in the price was a £400 discount which only lasted until the end of March, I was given an invoice with the breakdown of the cost's included, talk about loaded prices, fused spur £64, 15mm copper pipe, 3 metre length £54, same with 22mm pipe, £67, it just went on and on, I chose not to go ahead with the British Gas quote and contacted a reputable company on the Friday who attended on the same day and have quoted for fitting the same system as British Gas in the place where it is now for just over £1000 the supplier and fitter has stated he is still making a profit, I also got a five year guarantee included for everything.
The moral of the story is British Gas may be the biggest but they are certainly not the cheapest so come on British Gas look at your sales and become more competitive, just look at some of the other reviews you definitely have a problem and a company as big as yours must surely be able to buy the items at a far lower price than the local plumber so why charge astronomical prices when you don't need to.
Britishgas

Reply from Britishgas

Hi Garry, puzzled to hear of the difference in prices between your BG quote and that from the local company. Whilst I appreciate the large difference in cost, the fact the we advised we couldn’t install a boiler in the current position due to legislation changes, and the local engineer advised differently, is alarming. As the jobs would be different due to the boiler location, I’m unable to pass comment of the difference in the quotes...However, if you can email me the details to talktous@britishgas.co.uk I can at least arrange a specialist team to look into this further. Please quote 'TrustPilot Review' in any further correspondence sent. Thanks Jamie
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What a bunch of con artists.

To start with a very important point to make is I AM NOT A GAS user.

Having lived in my gas free home since 2006 I have suddenly been sent a bill by BG. Spent 20 minutes on their customer service number to be hung up on by a very rude and unprofessional employee. In my job if I reacted like that every time I got a little shouted at i would be fired and someone's life may be lost (I am not being dramatic but work in life and death situations). Come on BG man up I'm just one little girl with a complaint and you couldn't even hear it out. Also important I did not even swear at them nor did I even get to the end of my sentence. Rude rude rude.

I am sending them a bill for my mobile as I am not a customer of theirs much to their disbelieve. I have refused to pay as they claim the prior occupants had joined BG and therefore apparently it's my fault for not knowing there would be a daily charge for a meter I did not even know exists. I really should brush up on my psychic skills.

Because of this fun I've been having I will never be a customer of BG and having read other complaints may take this up with CEO.


Good luck to anyone who is stuck with this joke of a company. Thank god I have never, nor will I ever touch BG with a barge pole.

P.s if I had any choice it would be no stars. I'm furious.
Britishgas

Reply from Britishgas

Hi, sorry to hear of the troubles you’ve had when calling through to discuss the BG bill that has been sent to you. You mentioned that you’re not a gas customer, however if there is a gas meter at the property customer will still be charged a daily standing charge. This is currently 26p a day. We have recently re introduced the daily standing charge as part of Ofgem’s Retail Market Review. Whilst British Gas has the flexibility to set the standing charge at an appropriate level, we need to use it to recover the fixed costs associated with supplying energy UK homes. This includes activities such as metering, billing and supporting vulnerable customers – costs that still apply, no matter how little a customer consumes and must therefore be collected from all connected customers. We can however arrange to remove the gas meter is this is the case and then bills of this nature will stop. If you need our help, please email details of the address and any customer reference numbers on the bill to talktous@britishgas.co.uk so I can confirm exactly how to resolve this for you. Please also state 'TrustPilot Review' in the subject field so I can pick this up for you. Thanks Jamie
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New boiler quote

A straightforward boiler exchange, old Glowworm hideaway for a new Worcester 24ri - with Hive - £2900. The quote lists items needed and individual part prices - everything is inflated pricewise from internet prices.
Boiler £889 and horizontal flue £209.78 - BG-£1109 - Internet £840 inc delivery. Quoted for a plume kit that I don't want or need - £115.24 Internet £57.
£1209 fitting, £196.93 to connect electrics, £196.84 specialist building work - So, a few bricks to close up the size of the old flue to the new one, £1200 doesn't include connecting electrics just screw to wall, connect flow/return and gas.
How can they justify their charges?. Decided not to go with BG, my old boiler works perfectly fine so just having Hive fitted so I have better control of the boiler. BG rang me today to see if I was going ahead - I said No, they queried why, explained not a competitive quote, even charging me £50.78 to take the old boiler away - I said I will keep the old boiler - apparently that's not allowed - seems they take ownership of my property for free and charge me £50 for doing so - cheeky or what.
The whole experience felt like dealing with a dodgy second-hand car salesman
Britishgas

Reply from Britishgas

Hi Glyn, doesn’t sound like the best service that you’ve received from us regarding this boiler quote. I appreciate why you didn't go ahead with the quote sent. If you can email me the address details or any quote information to talktous@britishgas.co.uk I can at least get this feedback sent onto the boiler quotes team. If you can also quote ‘TrustPilot Review’ in the subject we can then link the email received to your TtrustPilot comments. Thanks Jamie
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Dedicated Probate department - what a joke!

In November my mother died, and on contacting British Gas and waiting on the phone for 20 minutes to get through to the dedicated Probate department, we were told that they would phone us back. After a week of waiting we phoned again, only to be told that someone would phone us back again. This did happen within the hour. There seemed to be some confusion over the amount of monies owed on the account, one person said £71.... another said just £15. Over the next two months, I made at least 5 calls to the Probate Dept, each time speaking to someone different. On our first encounter with the Probate Dept we were advised to set up a Direct Debt for a minimum of £10 just to keep the account ticking along. I duly gave over my account details. Following this I received a letter confirming a DD had been set up. I then received two letters saying 1) my DD had been cancelled and 2) could I please contact BG to arrange payment. This happened 3 times between 25 November 2013 and 31 January 2014. Each time I rang BG asking what was the problem and each time I spoke to someone different who came up with some rubbish about the reasons why it was happening. Finally in January, I spoke to a BG representative (Zoe), who seemed to know what she talking about, something about "someone hadn't ticked a box" and "everything should be sorted now, I will phone you in a months time to find out if everything is in order". When that date came, Zoe did phone me only to inform me that the DD was cancelled again and I was told "you cannot set up a DD on an Estate account". Bearing in mind that the first person I had spoken to in November had advised this was the best way forward! Zoe however had never heard of such a bizarre request!. I repeated that I hadn't requested it.......was advised it was the best thing to do. Zoe also told me that the only way forward was to put the account on hold and wait 6 months following grant of Probate when I would either have to take personal responsibility for the account or the account closed due to the selling of the property. All I wanted to do was keep the account ticking so there would not be a big bill at the end! I was told this could not happen automatically, however I could if I wanted to phone every time I wanted to pay something! She stated that once the account is settled all that needs to be done is the for "Estate" to settle the account. When I made the statement "once the estate has been finalised, who is to say that will be any funds available". Zoe replied "I have never known an estate to not have funds"! Really!!!!

Following this I did email a complaint but the Complaints department were useless as by the time they got in touch, I had received yet another mindless letter and phoned BG yet again! I copied my email into the CEO of Centrica and he got one of his colleagues to phone with assurances that the incident would be looked into, and he was sorry for the distress it had caused and as a "gesture of goodwill he offered £50 compensation". The end to the saga seemed to be in sight as it was agreed that I would pay nothing until either the property was sold or 6 months following grant of probate when I would take on responsibility.

We are now in March, Probate has not been granted and yesterday I received a letter asking me to settle the £515.22 on the account, notify BG who the executors/beneficiaries /or next of kin are and a request for an up to date meter reading. Bearing in mind I had received correspondence (no bills) in the name of "The Estate of the late......." addressed to my address, this letter however was addressed to me personally.

Firstly, there is no way on this earth that we have racked up £515 on the account, secondly we have not received a bill and thirdly I have advised them on a least 5 occasions that I was the persons daughter and executor! I am absolutely disgusted with the poor service received from BG. I wouldn't mind if I was dealing with a random Customer Services department, but to have a dedicated Probate and Bereavement department, who quite frankly are totally insensitive and incompetent, I find unbelievable.
Jen found this review useful
Britishgas

Reply from Britishgas

Dear Phillipa, I'm very sorry to hear of the troubles you've experienced regarding your late mothers property. Please be assured this isn’t the level of service we strive for at British Gas and we take contacts of this nature very seriously indeed. We need to look into the account to determine why no bill has yet to be sent out under “The Estate” and check these are being forwarded to the correct address. Similarly, the bill of £515 does seem high for a vacant property. We need to check if the meter readings have been estimated and if they’ve been estimated too high. lastly we can look at who you previously spoke to and raise appropriate feedback. Whilst you mentioned you have previously been contacted by the Executive Office, your complaint might have already been escalated to this high level department, however if we can help, please email the details to talktous@britishgas.co.uk Please also include in the subject 'TrustPilot Review' then we can link this email to your comments made. regards Jamie
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stay away

Moved to british gas less than 7months ago, moved from E-on, was told i be saving X-amount by switching, fact my bill is DOUBLE by being with these is beyond me; Rang up today told them send my bill asap so can be disconnected asap... this customer is one pissed off customer and shall be taking my custom else were thieving sods !!!
Britishgas

Reply from Britishgas

Sorry to hear you’ve not been making the savings with us that were discussed when you initially started the transfer process. We should always compare our current unit/tariff rates to that of other energy suppliers. Potential saving would then be based on comparing the consumption on bills for a set period, eg 1 year, with both companies. As the bill amount not only depends on the unit rate, but also on the amount of gas and electricity consumed, the bill price can look high if compare a summer bill with one organisation to a winter bill with another. Whilst I appreciate your comments regarding taking your custom elsewhere, if you would like me to look into the account further and check the bills, please email the details to talktous@britishgas.co.uk Please also quote 'TrustPilot Review' in the subject field so I can link this email to your Review comments. Regards Jamie
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Incompetent, very bad customer service DO NOT SIGN UP STAY AWAY PLEASE OR ELSE YOU WILL BE MUGGED

I switched from British Gas last year to another supplier following poor customer service by British Gas. After I switched from British Gas they just did what ever they wanted with bills and my account . The switch from British Gas end was all flawed .It took them six months to close my account . I have been with my new supplier for six months but they kept my account still active all that time . Every month I kept getting emails to send meter readings . After several calls they sent me not one but several final bills . One final bill document stated I'm in credit and another bill stated I'm in debit . Then when I rang customer services they said a cheque of credit is on its way . As I been owed money . I Never got a straight answer to anything. When again I contacted I was told something completely different. Though I switched six months ago they still send me emails to say 'please send meter reading ' trying to charge me when I have left them . When contacted they state 'sorry for the error and a manager will look into this' . They promised manager call backs but that too never happened . I escalated my complaint higher and it took them over three weeks since opening my complaint to sort the problem .Very incompetent and poorly trained staff who can't even close an account or send a correct final bill . Even the management is poor and clueless . No one knows what they are doing at British Gas apart from coming with various ways to take money. Avoid British Gas at all costs , not only will they refuse to give back money which is owed they will also give you so much stress .If you ever switch be careful you will never get your money back if you are in credit .
After going through a number of managers and their specialist staff they decided I owed money . I just wanted everything to end and could not handle or be bothered with stress . I never got my money back and ended up paying more on my final bill . The experience I went thorough with them was very bad . I will never recommend BRITISH GAS to ANYONEi know NO NEVER. I will never let my family or any of my close friends ever touch this company . Please Google their reviews before you sign up with them you will see what I mean . My only advise would be - stay well away .
Britishgas

Reply from Britishgas

I’m very sorry to hear of the troubles you’ve had with your final bill being sent from us. Although rare, occasionally there can be a delay in closing a customer account when a they transfers supplier. This delayed account closure needs to be escalated to a specialist team and industry records and information flows need to be updated. Whilst, I appreciate all is now closed and the final bill has been cleared I’m just sorry this process was so troublesome and took so long. Jamie

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