British Gas Services reviews and complaints 29
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british gas bill engineer credit direct debit payment plumber letter electricity bill hot water gas bill refund boiler parts annual service appointment customer service phone call balance energyNewest British Gas Services reviews and complaints
Hate british gas and all who work there
They have an obessession with threatening court action on me, despite my willingness to pay for power I have actually used. I have just paid a bill to stop them writing to me ever again. Though they havent provided any information on how they actually calculated it, and they can't provide an invoice of payments received, apparently.
I just cannot afford to waste any more of my life dealing with demotivated ###s on the telephone who assure you that everything is sorted; only to get another [censored] letter a month later proving no one on the staff can carry out the simplest of tasks any longer. I must have wasted about 20 hours on the telephone plus the time composing letters and trying to fathom their billing system. I am thinking a wax doll is appropriate. I'm sure I'd find it therapuetic, maybe soak it in lighter gas... They spent 6 months trying to take me to court over gas I hadn't used. I even paid some of it as they sent such nasty letters. When I finally got an electric bill after a year and some begging from me, I arranged to pay it in installments as it was a little bit large (covering a year.) They took ages to get the card to me and started threatening to take me to court again in the meantime. I changed to powergen and they even managed to interfere with the readings I sent to powergen, by sending confusing estimated readings; then denying responsibility for the estimated readings and blaming powergen.
I'm becoming somewhat immune to the threats now, but it was a nasty shock at first.
No one has ever taken me to court over an unpaid bill.
Well I just hate them now. Been making their payments despite not trusting their bills which they refuse to make obvious like bills used to be, still got another letter from the fake solicitor with no phone... grrr grrrrr grrrrrrrrr.
When I complained to the authority I just got put onto some bg employee and what a waste of time that was...
Well hopefully will never have to deal with them again now. I feel violated and probably ripped off. I asked for compensation for the hours of my life lost on the 'phone doing their admin for them and they offered £!0 for the phone bill. I try to see the funny side but i do want to punch some1 there, anyone.
The complaint has been investigated and resolved to the customer’s satisfaction.
Awful service
Hot water supply stopped. As I am on Homecare with British Gas I contacted them to repair my hot water supply as there was an airlock. Three different technicians over three days came to my home to repair the problem and each and every one of them said they were unable to repair so I had no hot water. The last technician said that this was a plumber's job for which I am covered. As I received no satisfaction from British Gas I telephoned a private plumber for the repair. He immediately found the problem and repaired it. That very day a manager from British Gas came to my home to see if he could be of any assistance and found that we had solved our problem by a private plumber. He volunteered that British Gas would reimburse me when we received the plumber's bill and to let him know, and gave us his mobile number and name. About nine or ten calls to this number have failed to get any response. Repeated calls to British gas has produced no satisfaction. As I am covered for such eventualities I feel I have no obligation to pay for a private plumber to the sum of £237.00. I am a pensioner. The manager's name is Trevor Miller. His mobile number that I have repeatedly called is [protected]. I have written Homecare and to date have not received any satisfaction. I did though receive a letter acknowledging that I had written and that my letter was turned over to the proper channel. To date I have not heard anything from British Gas Homecare.
The complaint has been investigated and resolved to the customer’s satisfaction.
Billing problems
I was with British Gas 2 years ago, i moved to a different provider as they are not sending me any bills even though I tried to contact them many times.
- July 2007 they sent me a final electricity bill 0f £320 which we have settled and thought that it was the end of it, but to my nightmare they came hunting us again with their series of inconsistent electricity statement!
-August 19, 2008 they sent us a a final electricity statement with our final balance in credit as £0.00
-August 19, 2008 a second letter saying im sorry for the delay sending your bill etc etc., youll be pleased to learn that were not charging you for any energy used over a year ago. so As youll see from your bill your account balance is set £0.00 signed by Kevin Roxburgh, head of debt.
- and then lo and behold sept. 19, 2008 what did i recieve?
YOU STILL NEED TO PAY YOUR FINAL BILL (wtf!)
WE NEED TO REMIND YOU THAT YOUR FINAL ELECTRICITY BILL FOR £506.33 REMAINS OVERDUE...
BE AWARE THAT CONTINUED NON PAYMENT MAY RESULT IN SEVERE CONSEQUENCES.
signed by pHIL bENTLEY, MANAGING DIRECTOR
What is this are they taking the mickey of the paying public?
I TRIED TO RING THEIR COMPLAINTS NUMBER AND WAITED FOR HOW MANY MINUTES AT 0845 RATE WHICH MUST COST ME A FORTUNE, THEN WHEN I FINALLY SPOKE TO AN AGENT NAMED MARGARET SHE INSISTED THAT WE HAD TO PAY THE AMOUNT WITHOUT EVEN HEARING WHAT I WANT TO SAY, WHAT KIND OF COMPLAINTS HANDLING IS THAT? TO MAKE IT WORST SHE CUT OFF THE LINE WHILE I WAS TALKING AND HAD TO TRY 3X AGAIN WAITING FOR AGES TO GET THROUGH THEN TO BE CUT OFF AGAIN.
I AM SO FURIOUS WITH BRITISH GAS, I WILL NEVER EVER EVER GO BACK TO THEM AGAIN. I WILL MAKE A FORMAL COMPLAINT ABOUT THIS. i DO HOPE PEOPLE WILL READ THIS AND LEAVE BRITISH GAS THEY ARE SO INCOMPETENT AND THEY ARE NOT WORTH ANY SINGLE PENNY FOR A RUBBISH SERVICE DELIVERY!
Annual service!
We have had British Gas Homecare agreement for a number of years. Our boiler used to get serviced in September of each year. It then went to October. Then we found we were not getting any appointments for our service and it was left up to us to ring and ask when. This year i sent e-mail asking when our service was being done and got no reply. I phoned and was told the appointment would be Friday the 30th November. We received a letter confirming the appointment on Friday 23rd November. On Saturday the 24th at about 5.30pm we received a phone call to say they could not keep this appointment due to the fact that they might need their engineers for emergency call outs due to the weather getting colder. We explained we were going away for most of December until 6th Jan 2008 and they said we would have to make another appointment for January and that the same thing could happen again. This we thought was unbelievable and that they were not honoring our contract bearing in mind that on the letter we received it states how important the annual service is due to carbon monoxide omissions. We asked to speak to their supervisor and was met by the same comments from them.
He then duly put the phone down on us. We phoned British Gas customer service to complain but just came up against another brick wall. I then decided there and then to cancel our agreement and canceled direct debit. We have sent a letter of complaint to the complaints dept, (don,t hold your breath). We also received today a cheque for 3 pence LOL with no explanation for why or what.
For people reading this i would steer clear of anything to do with British Gas.
The complaint has been investigated and resolved to the customer’s satisfaction.
British gas sent 3 men to repair my boiler and in the end, the 4th man finally fixed it.
Not good at all. I was on the Homecare boiler service.
I was sold Homecare 400 with the promise that the outside water pipe between the house and stopcock would be covered, the British Gas Homecare salesperson kept reiterating how important that sort of cover is and how valuable it would be to me etc etc
Lo and behold, in the recent cold spell, I got a burst pipe. I didn't realise I had the leak for a few weeks, as the water supply did not completely stop, we just had lower pressure but we still had water.
Then the neighbours asked if I had a leak because they had water coming up through their garage floor. Turns out there was a big leak and the floor void was saturated.
Now comes the British Gas Homecare lies and dishonesty. After spending hours on the phone trying to make a claim, I was told I was not covered because the leak had been in place for a few weeks so it was not an emergency. They refused to let me even start the claim process. So if you have a leak and don't have x-ray vision so that you can see through the floorboards or into the ground and see the leak straight away, you are not covered! Unbelievable!
It cost me £650.00 to commission a commercial contractor to sort the leak out. I have tried to complain to British Gas by phone, but they say someone will phone back, and nobody does. And each time I contact them I have to spend ages waiting on the phone.
Homecare will do anything to wriggle out of their obligations. Any advice on what I can do next?
We have just had an experience very similar to this complaint. Repeated promises unfulfilled. Fixed appointment reneged upon. An extremely unhelpful manager. An arrogant attitude. Refusal to correct admitted errors. Inability to make firm forward commitments.
We are voting with our feet. We are going to look into alternative boiler insurance and cancel the account as soon as we can. The clincher was the behaviour of the manager who (apparently calling to 'apologise') made no attempt to keep to the commitment made earlier on a time (already a day later than previously promised). My wife picked up the phone to an alternative supplier who acted pretty well on the spot with a talk-through (it was now early evening) on the heating system and a commitment to come by 9.00am next morning. Wow!
If anyone is thinking of using British Gas Homecare - don't bother. We had a contract in place since the late-1980s and never used to have complaints but this latest experience (first use in five years) made us realise that the service had deteriorated, perhaps because they have classically over-sold without investing in either management or engineers able to meet demand. It's crazy not to have sufficient engineers or a fixed appointment system only two weeks before Christmas. And they really should learn that 'apologising' is no bloody good if you cannot keep to the commitment made by your staff.
Anything to do with the credit crisis? Who knows? But we have labelled it 'toxic service delivery' and are pleased we did not waste any more money - and only regret the premiums for the last five years (about £1, 000 for buggerall it appears).
British Gas have given me by far the worst customer service I have ever received from any utility company, and that is saying something!
They never turn up when they say they will, they never have the right equipment, nobody ever knows about your account, they refuse to ever let you speak to a supervisor. I have lost days and days of work time taken off to wait for their engineers.
Appalling. Don't even allow it to cross your mind to take up a contract.
British Gas homecare 10 point coping strategy in the event of loss of heating system
1/ pay homecare premium
2/ place emergency no heating service call and learn British Gas are attending between 1 and 6 the next day as am is busy due to the cold
3/ 16 hours later chase call learn you were told no such thing and it is being attended the following morning between 9 and 1
5/ 24 hours later learn that 1st call was never logged, place service call
6/ 12 hours later chase service call learn that call will be attended soon and expect a call within the hour
7/ 4 hours later chase service call learn it will not be attended to today but somone will call you to organise tommorrow
8/ 16 hours later lets wait and see if call placed 62 hours ago was cleared from the "system" and get ready to place service call as they never ever call you ..our call out for you.
9/ savour the slothfull customer apathy and incompetence with the odd untruth; "the engineers on his way", " your wife/husband was categorically advised that the engineer would attend the day after tommorrow, i dont know where you got the idea he was calling between 1 and 6 yesterday"
10/ promise yourself that in the future you will stay VERY CLEAR of any british gas products or so called services
I agree, as we speak I have water pouring down the walls, having just had our 7th visit from an engineer in 5 months. On the last visit, we were assured the leaky boiler was fixed once and for all, had the builders in to replace the ceiling and replaster, and one month on it's worse than it was before!
The engineer cam out today, said he'd "temporarily" fixed it as he didn't have the parts (they never do), and someone else would return tomorrow. An hour after he left, a few drops down the wall became a cascading waterfall. Rang BG, and their only suggestion? Turn the mains off. The most appaling service I have ever had the misfortune, not to mention stupidity, to pay for!
I want to sue them to kingdome come.
My complaints are too long to list as far as British Gas goes, it all started when they turned up to do the annual safety inspections, everything was working fine... when they left water was pouring out of the water tank, down the walls, over the carpets and down into the kitchen. After repeated calls I had to pay an independent plumber to come out to stop this problem, my tenant had scalding water and steam in his face twice before this independant plumber came out and told us what BG had done and provided an 'interim fix', he is too busy for more, since then - no hot water spraying out of the tank but leaks from the tank down the walls into the kitchen, the tenants have had no hot water or heating for nearly 3 weeks, - and after 9 calls to British Gas (a different person each time) 4 promises of an engineer to come out (each time the tenenat stayed at home, I live in France) and the engineer never turned up. The final straw today after 5 calls to BG, engineer was scheduled again for this morning, i called at 3.30pm and was ASSURED that he would turn up - now 8.30pm and another no show... and no courtesy calls, BRitish Gas say they will call you back and THEY NEVER DO, they say they will turn up and THEY NEVER DO
I have paid these guys over £50 a month for the last ten years and they have done nothing for that but the annual inspections, now when I need them I spend most of my day on the phone talking to imbeciles who often refuse to give me their name! I need help in suing BG - can anyone advise please?
Any lawyers out there who will take my case and help me sue British Gas?
Absolutely agree with your comments disgraceful and totally uncaring attitude one has to question wether all the advertising jargon is legal.
5 star heating plan
I tried to take out the 5 star plan from british gas.
When the engineer came to ### the central heating, he spotted that the sight glass on the boiler was cracked.
He told me that the boiler was not safe and would have to disconnect it because the boiler was old and parts were unobtainable.
Before he arrived the boiler had been working perfectly with this cracked sight glass for about ten years.
British gas sent a rep to sell me a new boiler to the cost of £2700
Or a new system for £4800.
My son obtained a new sight glass and replaced it, but still british gas want £160 to reconnect.
THEY ARE A COMPLETE DISGRACE,
THE 5 STAR PLAN IS A SCAM TO MAKE PROFIT MAINLY OUT OF THE OLD.
As i am an OAP I could not afford either of these two costs.
Therefore I have been without hot water or Central Heating since February 2007 As the winter approches I still cannot fird the money to repalce my boiler, if there is anyone out there that can suggest anything please get in touch.
I have recently finished working as a sub contractor with British Gas, and have to say they are the worst companyin the universe to work for.90% of boilers on the home care package dont even get a proper service which is what there customers are paying for.They are more interested in pointing out all the changes in regulations which makes the customer think there boiler is unsafe and they pay rip off prices to rectify the faults.I for one wouldnt let BG near my boiler if i was freezing to death.Every person with a contract with BG for boiler repair should either cancel it or flush that money down the toilet.My services are available for a fraction of what the all mighty British Gas charge.And dont think they just treat customers like crap they do the same to there subbies
As an employee for a CORGI company I must advise you that British Gas were well within theirs rights to advise you that a cracked sight glass is indeed a dangerous situation. As per the regulations set out to ALL gas engineers to ensure your safety, any part of a boiler that is missing, or damaged on a room sealed boiler that will allow in certain circumstances combustion products to enter a room - such as a cracked sight glass - will be classed as immediately dangerous - a situation where the appliance needs to be physically disconnected from the gas supply. It is the LAW. I have had many instances when customers call for a second opinion and I tell them what they have already been told. Hope this helps with your query.
Unacceptable and disgraceful service!
My Grandparents made a "free no-obligation quotation" appointment with British Gas to have a new boiler fitted. The gentleman used hard sell and high pressured tactics to get my elderly grandparents to hand over a check for £300. They were not told of any "7 day cooling off period" and were not told to read any terms and conditions. When my grandparents tried to cancel the installation and get their money back, British Gas kept saying the gentleman was in a meeting or unavailable and by the time they got in contact with him they were told it was too late and that seven days had gone. British gas are a cruel and disgraceful company that prey on the elderly and need to be investigated.
I am absolutely disgusted by the service provided by the prepayments team at British gas, we have recently moved to the property been there 4 weeks now and British gas have still been unsuccessful despite numerous promises that they will sent out a new card to activate the meter, first they told me they didnt supply gas after one full day of convincing they told me that they did and I had to buy a replacement card as the one left by the previous owner was faulty, so went ahead and got one, that's not working, called again told to get another one so got another one. Guess what? that doesn't work either, so called them again and guess what, now I'm told that I need a 'proper' card to reactivate the meter, been two weeks still waiting.
There are children in the property and we have had no gas for two full days, today I was told "we have insufficient manpower in your area" therefore I can't have any emergency gas. And this is what they classify as a service, absolutely rubbish! and disgusting! I can't believe the law is allowing them to get away with this!
House damage and other problems caused by british gas
I am complaining about: british gas homecare 300
Times and dates are approximate.
Thursday 5th july
Booked a service visit and specifically requested an unvented engineer. Promised a same day visit that afternoon because mentioned that francesca is heavily pregnant engineer failed to arrive. Phoned british gas to chase the engineer and was promised first thing in the morning between 8 and 10am
Friday 6th july am engineer failed to arrive phoned british gas to chase the engineer again
Friday 6th july pm lee (un-certified on un-vented systems) arrived. He was unsure what he was doing but turned up the pressure on the heating system because it was low and switched on the heating which caused a huge bang (pipe burst) like an earthquake and water to pour through the ceiling in the lounge. The engineer (lee) phoned another engineer to get help and we was advised to book someone else to re-visit. Lee passed me the phone for his manager (andy) to explain that although he had caused the burst pipe we would have to claim on our own home insurance for the damage caused as the burst pipe was in the ceiling and they would have to remove the ceiling downstairs to find the burst.
An engineer was then promised for a saturday morning (7th) visit
Saturday 7th july am matthew the engineer stayed for around 3 minutes during which he assessed the problem and said he would have to return for a longer duration on monday
Monday the 9th july matthew re-visited. Smashed holes in the lounge ceiling with a hammer to locate the burst pipe, found 3 pipes with damage, replaced. Advised us that we are missing a flow-control switch on the boiler and that the boiler thermostat may be faulty and will need replacement. Matthew promised to replace the central heating pump in the cupboard upstairs, repair a small leak on a pipe below the pump, to replace the boiler stat and fit a flow control switch to the same boiler. Parts are out of stock and will be ordered. Matthew left us with hot water but no heating (not a problem)
We were due to go on holiday from friday so suggested that we would call upon our return to book british gas to finish the job
On our return from holiday we had a letter stating that the parts had come into stock and to call for the appointment which we did and was told it needed to be booked in for a long duration appointment so she would get it booked with that department as she could not book those types of jobs and she needed to email them. She would call me back within 1 hour. No call back came, so I chased that afternoon, I was then told that no-one had booked the call at all so she would do it again and I would get a call back. No call came. Eventually after 2 more calls I got a call back with an long duration appointment time of monday 6th august.
Monday 6th august
Matthew arrived at midday for the long duration job and stayed 15 minutes. During which time he apparently fitted a flow-control switch. This did not fix anything whatsoever. We are still treading water from the explosion that british gas engineer caused the first time.
14th august 2007 at 07:00, rachel
When toilet is flushed there is a loud banging noise from the hot water tank area, like a pipe banging against the wall and hot water tank not filling completely with hot water. Booked a visit with british gas, requested an unvented engineer. Engineer due between 12 midday and 6pm
Mark arrived mid-afternoon changed pcb on boiler in garage as he found it was only sending 130 volts instead of 240 volts. The part is a manufacturer recommended exchange as the existing board is known to have a fault. Before he left he discovered that we now have an air-lock somewhere in the system and the taps are not feeding water immediately. Left as is. We now have to wait for a loud bang before any water is fed to any of the cold taps.
Booked another call friday 24th for wednesday 29th am
I have now had to pay 50 excess to my insurance company for the claim to fix the ceiling and water damage that british gas caused in the first place. But we still have all the problems that we started with.
Regards,
Daren friday
i had a someone come from british gas to mend my washer 6 times in 3 months because every time they came they broke something else, , , , this last time they came the work man came to mend my washer and tried to yank my tumble drier out and has pulled all the front off the only thing holding it on was the dial, , when i went to put it on the whole front fell off with mains wires in full view and reach of my 3 kids under 6 the worst thing is the man must have known it was like that yet, left it anyway, , i have now sent all the paper work and photos i took to watchdog and a lawyer, , ,
i totally agree.I have a home care 100.
the boiler failed on 28th October 2007. its now 24th November 2007. still not fixed. numerace phone call and letters.
the companys customer service is lke the reception desk in Fawlty Towers
Disgusting company and service!
I am with British Gas I complained a few times over the telephone that I am paying up to £70 a week! on a prepayment card I was only getting £1.50 of Gas out of £5 I am on benefits with 3 small children and a sick partner everytime I have rung and complained I have used £5 in calling credit the last time I called on the 6th October and was assured I would be rung back no-one did ring me back
On the 12th October my partners Mother rang British Gas who said I had got to ring with the problem, I emailed British Gas and rang on the 13th October, I had no response to the email though it stated contact would be made within 24 hours. Email response came on 13th October requesting me to ring yet again, When I finally got through by telephone after yet again being kept waiting for near on 45 minutes an engineer was booked he came out on the 17th october and reset the meter leaving £10 credit on it a new card was issued to remedy my problems and he said the reading would sort my refund in gas to me, I have heard nothing from anyone since then. I sent a letter to Sam Laidlaw CEO British Gas letter was sent after reading advice on the internet he too as ignored my plight has letter was sent 12th October
The amount of time I am kept waiting to speak to a representative is totally unacceptable and unbelievable, no matter wether you ring early late or whenever it is always around 45 minutes waiting time this is disgusting.
This evening I have purchased £5 of Gas and it has only given me £1.50 again so I am in the same position as I was before the meter was supposed to have been set I don't know who to contact or approach next about my position, I cannot keep affording these amounts of Gas on benefits, I am desperate for help.
Yours sincerely
Gina
No hot water or central heating and no engineer!
We have been with British Gas 3 Star Servicing for 28 years and on Friday the 6th October we requested an Engineer as we had no hot water or central heating. My husband is 77 and I am 72. It is now Sunday 8th October and we have made numerous telephone calls to British Gas and still no engineer. We were told on Friday that an engineer would be with us between 12 and 6pm on Saturday but no engineer appeared. Then we were told that an engineer would be here between 8 am and 6pm on Sunday. It is now 2.15 pm and still no engineer.
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Phone number
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