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3.0 8 Reviews

Thames Gas Complaints Summary

4 Resolved
4 Unresolved
Our verdict: While Thames Gas has an above-average resolution rate, there’s room for improvement. Investigate common issues reported by customers and understand how they were resolved. Be prepared to follow up on your queries if needed, and keep detailed records of all interactions.
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1:55 pm EST

Thames Gas Plumbing engineer

Do not use this company ! My thermostat where the radiators were controlled by had blown we called this company to send out an engineer to rectify the problem . The guy turns up checks the boiler and the thermostat he tells me he needs to go in to his van to price up the job to give me a quote on new part and labour . Alarm bells starting to ring I was thinking if he is an experienced person why can't he price of up the and then ? So I guessed he wanted to go over the 30 minute call out .He told me the only issue was the thermostat had to be wired up again . I knew allready the part costs £25 and wiring as we all know takes roughly 10 minutes max so guessed he is going to his van to price up the Job so he can go over the 30 minute call out time so he can charge me for one hour . He comes back and says it will cost me £220 plus vat ! I told him I know the part is 25 so he's charging me 195 labour ? He said he can offer me a discount and reduce the price to 200 ! I said no thanks I will wire it myself! He then tried to tell me I have gone over my 30 minute call out by 1 minute and he will charge me for one hour ! I obviously refused to pay it as I was able to prove he was actually there for 28 minutes! I am disgusted with how this company charges and tries to over charge people ! Do not use them !

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3:50 am EDT
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Thames Gas Boiler Service

An engineer was supposed to service a 4 years old commercial Valiant boiler in August 2015. However, he had the gas turned off by triggering something in the gas metre. When I questioned him how he could get the gas turned off, he was very rude and said I don't know anything. An emergency gas engineer has to be called to restore the gas. Afterwards, the company sent me a quote for repair for £520 + vat in addition to the original annual service cost for £160/hour + vat. After I refused the new quote, I was sent a warning notice for the subsequent repair. I ignored but was charged for £192 for the engineer to cut off the gas without the annual service. I was advised by the emergency engineer to contact Valiant directly. A Valiant engineer did a superb job within a hour. I'm making a complain here and hope people won't be trapped by Thamesgas.com any more.

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4:15 pm EST

Thames Gas Boiler repair

Condense trap on my condensing boiler was blocked. Engineer came out, established this in 10 minutes, hung around for another 3 hours, then charged me 4 hours (!) for this minimal mini job. £264.
I spoke to other boiler engineers later, who said this should have been done and dusted within 1 hour. Now considering how to get the money back, complaints / ombudsman, etc?
My tenant was standing next to the guy and was trying to rush him out as it was clear that he was just hanging around "making sure the boiler was running fine now", but he was stubborn.
The company has hundreds of local sounding listings in yell.com (e.g Tottenham Heating and boiler specialists, Seven Sisters Heating and boiler specialist, also Heating+Plumbing Central, etc, etc. Hundreds!). Awful. Felt robbed. I am attaching the invoice which shows this ridiculous overcharging.

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Is Thames Gas legit?

Our verdict: Thames Gas has achieved a rare feat of perfection in legitimacy, as per the rigorous analysis conducted by Complaints Board. This achievement underscores Thames Gas's position as a benchmark of trust and quality within its industry. Users and clients of Thames Gas can engage with its offerings, confident in the knowledge that they are dealing with a top-tier, fully legitimized company.

Thames Gas earns 100% level of Trustworthiness

Perfect Trust Endorsement: Thames Gas achives 100% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

Thames Gas has registered the domain name for thamesgas.com for more than one year, which may indicate stability and longevity.

Thamesgas.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Thamesgas.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Thamesgas.com you are considering visiting, which is associated with Thames Gas, is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.

Thamesgas.com regularly updates its policies to reflect changes in laws, regulations. These policies are easy to find and understand, and they are written in plain language that is accessible to all customers. This helps customers understand what they are agreeing to and what to expect from Thames Gas.

However ComplaintsBoard has detected that:

  • Thamesgas.com has relatively low traffic compared to other websites, it could be due to a niche focus, but could also indicate a potential lack of traffic and popularity. The thamesgas.com may offer a niche product or service that is only of interest to a smaller audience.
  • Thames Gas protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
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1:04 pm EDT
Resolved
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Thames Gas Rip off merchants, avoid

I have used Thames Gas for 4 years in a row for CP!2 landlord certificate and boiler servicing.
I've never had a problem with them due to the same engineer visiting the property.
However this year a new guy attended the property. He found several 'faults' and replaced one part at an extra cost of £100 on the spot. I'm still unsure if that part genuinely needed replacing as he never showed me the old part, I just had to trust this man.
As he didn't have parts for the 'other issues', he told me he would email with a quote for the work and would have to fail my gas safety certificate until this was done.
I still had to pay for the failed gas safety certificate even though I was due for the remedial works.
The quote emailed was over £300 including paying for a brand new CP12 safety certificate. Other parts were none essential for the CP12 to pass, however Thames gas said that unless I had all of the works done, they would not pass boiler for the certificate. I asked for a breakdown in parts and labour and again they insisted that this was not possible and should I not wish to carry out all the work then they would not help me and leave me with a potentially unsafe but working boiler.
Needless to say I didn't use them ever again. I have since called out another engineer who happily applied, for free, insulating tape to the boiler (the reason for the boiler not passing the gas safety certificate), he also told me that the parts Thames Gas wanted me to replace was absolutely fine and didn't need touching.
Avoid this company, they have gone down hill and will rip you off at any given chance!

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David Rey
, US
Apr 11, 2016 11:03 am EDT

An engineer came but said he could not access pipe. However, all that was needed was a simple cutting of a kitchen carcass board. I did it myself in 10 minutes. But it meant a call out fee. 2nd time around he came without the right stuff which meant he took 40 minutes to get it - I was charged for this time at £90 per hour! Job was ok but expensive.

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11:10 am EDT
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Thames Gas Poor Service

After realising that I need to replace a part on my very old boiler and that the parts have ceased manufacture a good few years ago that I would not be able to replace the part but instead would likely need to replace the entire boiler, I called Thames Gas to get a quote. The engineer, David, came over and checked the boiler and had a long discussion about my options and then told me how much it will cost to replace the boiler all inclusive. I then booked the job and the price was confirmed and I was told the engineer would come first thing on Monday morning to check that he has all the parts that he needs and will start the work on Tuesday. By midday on Monday there was still no sign of the engineer so I called him, he said he had forgotten and thanked me for reminding him and that he would be over in an hour, when he came he said he thought he'd mention that the price he quoted doesn't actually include VAT and that it is going to cost me an extra £450 odd pounds! What the hell?! I couldn't believe the audacity! Any way I rang Thames Gas back to complain as I thought this was appauling service and so unprofessional especially after Thames Gas had confirmed the total price less than 72 hours earlier. Their response was that the engineer has the right to change the quote. Well yes, I agree maybe they do have the right to do so in exceptional circumstances, but not when they have approved a price and the job is due to start the next day and when there is absolutely no apparent reason for the quote to change/increase. If in the first instance it did NOT include VAT, then why was this never mentioned - until now, the day before the job is due to start? So I have cancelled the job and will NEVER use or recommend Thames Gas in the future, in my opinion, their service is unprofessional.

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2:26 pm EST
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Thames Gas Poor service and overcharging

I too have never felt the need to print a complaint and do so because I feel so strongly about the poor service of these plumbers.

We reported a fault of hot water only working when the heating was on high, an employee from this company identified a faulty valve and charged us almost £700. He was went to great lengths to explain our boiler ( Alpha )was not well know and could have many faults, the parts were expensive and we should look to replace.
The same fault continued and he came back and advised that the fault was different, it was the domestic hot water flow switch which had to be removed to fit the valve and he said it could have been damaged then .When I questioned him on this he got very defensive and quite aggressive shouting at me and could not say either way with certainty.

He then proceeded to complain about people wanting something for nothing and why had I not reported it sooner, we had been on honeymoon but really it was not his business - the fact was a fault existed despite paying for a service.

The second cost he quoted was £310 plus vat which I feel is very excessive for a part that may well have been damaged during the last repair which actually I have to question as it could have well been the fault on the first visit.

Despite calling Thames Gas immediately and reporting their employees conduct, putting it in writing and via email I have received no response, not really what I expected from the website.
Incidently the expensive parts they mention retail at less than 20% of the charges made - nice work if you can get it.
Clearly these are my experiences and opinions - please feel free to form your own.

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ENGLISH CHRIS
LONDON, GB
May 17, 2013 12:15 pm EDT
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"Hello",

I realise that this problem was a long time ago - But I can let You know that far from Alpha Boilers parts being very Expensive - Alpha pride their Boiler designs on the fact that there are very few expensive components compared to some of the Major Boiler Manufacturers products.

I could probably have purchased an Alpha Combination Boiler in the U.K. for less than the £700.00 that You were charged for the `Faulty Valve` !

However - could You please let Me know what You expected to achieve by posting your Complaint on this AMERICAN / U.S. Complaints Board - ?

Chris

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Me burns
London, GB
Apr 24, 2013 4:37 pm EDT

The above comment is from the company's boss, they also trade as plumb London heating central and boiler breakdowns stay clear of this rip off company

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Tinman25
, US
Nov 18, 2012 12:57 pm EST
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My experience of this company couldn't be more different. I'm a landlord of a property in West London but currently live abroad. I have been using them for the last few years. The 1st time was when there was a gas leak at the property which was caused by another company not doing their job correctly. It turned out the other company wasn't even qualified. Thames gas identified the problem quickly and advised me what remedial work needed to be done. They even sent me photos so that I could view the evidence before making a decision. They have continued to provide me with this professionalism.

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Igladstone
, TH
Jul 14, 2012 6:39 am EDT
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The numbers on their website go through an answering service despite it saying they are open from 7am until 10pm! Horrific service.

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11:31 am EST
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Thames Gas fast practise

I consider myself as a fair individual and would not normally make a complaint of this nature. However I feel forced to act due to what I consider fast practise but the company Thames Gas.com.

They sent around an engineer who was very plausible and who fixed our problem of a broken pump. This individual (Jacek) then proceeded to try to sell upgrade after upgrade and was insistent that other parts of the system were about to fail. Lo and behold the following day the underfloor system we have then fails, very convenient dont you think.

Following this the company does not want to know when I requested someone to consider matters. They initially offered to send someone out so we waited during a period of cold weather for over a week for this visit. On the day of the visit this offer was withdrawn.

I would avoid them like thepague, they appear to be very substantial if you look at the website but it appears to be a small business with very little substance. I think you can find better,

Take my advice and go elsewhere

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David Rey
, US
Apr 11, 2016 10:58 am EDT

I just had an engineer out to fix a very simple connection. He did not have the parts and had to go and get them locally ... But I was charged for this time. He was very rude too. To replace one push fit I was charged £212. Dreadful. Avoid this company.

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Dave Oliver 2
London, GB
Dec 31, 2014 9:40 am EST
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Trading as Boiler Breakdowns they charged me £225+VAT to not fix the problem, but to recommend that I buy a new combi boiler. They then quoted me £3, 450 to supply and fit it. I checked the model they suggested - it's available for £762 inc VAT http://www.centralheatingpacks.co.uk/ideal-logic-system-30kw-boiler/. Even with a power flush of the system, that's still £, 3, 378 to fit a boiler! I agree they've got a fancy website and that their engineers are personable and seem to know what they're doing. I also think they make every effort to trap the unwary and demand excessive prices. DON'T EVER USE THIS COMPANY!

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EdCll
, US
Dec 13, 2014 3:44 am EST

I had a boiler repair carried out by this company and although (like most people) I wasn't overjoyed about the prospect of paying a couple of hundred pounds for the visit right before Christmas, in the end I was very satisfied with the outcome. The engineer who visited had the part (a new timer) in his van, I don't feel that I was overcharged for the time he spent and at the end of it all we had a fully functional heating system again in one single visit. Can't really say fairer than that. As someone who was once charged over £800 by British Gas for a heating system cleansing treatment that it turns out I didn't even need I am pretty happy with my experience of this company so far.

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claire12b
london, GB
Feb 23, 2014 12:17 pm EST

I agree that they are expensive, but theyre very professional and convenient.
The boiler broke down in my rented flat, they sent an engineer called Seth, a very polite and quite good looking young man. He turned up when he said he would, was accommodating with my tenants was happy to remove his shoes in the flat etc which they appreciated, he was very knowledgeable and found the fault quite quickly.
I was given two options, either repair the fault or renew my ageing boiler. When I couldnt decide which option I phoned them and was put straight through to Seth who patiently when through the options again, when I still couldnt decide I asked him which I should take and he advised the cheaper option.
The repair was done the next day which was a weekend meaning my tenants didnt even have to take time off work
A boiler breakdown is never a good thing, but when it does a professional response is a help

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BAD SERVICE1979
london, GB
Feb 04, 2014 3:00 pm EST

Do not use Thames Gas. I don't think I have ever made a complaint about a company I dealt with before. Charged the earth...almost 400 to replace a electric water thanks thermosstat and this didn't even fix the issues. The engineer left my appartment without waiting to check if the issue was fixed and then i found out this didn;t fix the issue. I really felt taken advantage of. I would never recommend this company.

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mikni
Boston, US
Oct 03, 2013 10:11 am EDT

Do not use Thames Gas. Engineer came said it would take him 2 hours to do the job. Took 40min to get the part in his car. Charged me 87 pounds for the part even though price of the part is 11 pounds at plumb center. They are thieves...

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Me burns
London, GB
Apr 24, 2013 4:45 pm EDT

THAMES GAS ALSO TRADE AS PLUMB LONDON, HEATING CENTRAL, BOILER BREAK DOWNS STAY CLEAR OF THIS OFF COMPANY! I know this as I complained, and saw the SAME plumber each time!

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Me burns
London, GB
Apr 24, 2013 4:34 pm EDT

The plumber came out for a simple job to fit a stop ###, I over heard his boos telling him to take longer on the job

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PenPaper
London, GB
Feb 11, 2013 12:10 pm EST

I had a classic. Noticed a fair bit of soot coming from an old boiler in our new house and wanted to check it out. One of their engineers (Kevin) walked through the door and declared that he could 'smell' carbon monoxide. An impressive feat given that the whole reason it is dangerous is that it is a completely odourless gas! When I pointed this out his response was, 'well I can smell it.' When I pointed out that our carbon monoxide detector had a zero reading he claimed that his was 'better'. I took a look when it was running and he was distracted and, lo and behold, a reading of zero. I should have kicked him out of my house then and there but I was a woman on my own in the house and to be honest he was quite intimidating. He kept repeating the phrase, 'you will die, ' and 'it will kill you, ' in reference to our boiler, over and over again. He then spent a ridiculous amount of time 'considering' how and where a condensing boiler could be fitted and was talking about ripping up the flooring or running a large pipe across the ceiling!

Needless to say I got a second opinion and had a condensing boiler fitted in to a kitchen cupboard, no problem, by a great independent plumber and have never had a day's trouble with it.

I wrote a letter of complaint to the company (as advised) and AGES later received a standard form response that did not address any of the issues I brought up. My dealings with this company have left an extremely unpleasant aftertaste and the only reasons I'm not pursuing them is that I feel stupid for signing the form while he was in my house saying that he'd done the work, and I suspect it would cause me more hassle than it would them. But I wouldn't recommend them to my worst enemy, and I think it's only right that people should have the benefit of reading about other people's experiences when deciding who to invite in to their homes to do vital work.

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ThamesGas
London, GB
Nov 18, 2012 8:23 am EST

Awful company. Bloke came out WITHOUT A HACKSAW for a simple job of changing toilet diaphram, which he knew what it was in advance. Then wanted to tell me it would cost an extra £100 cos of the time taken to go get ahacksaw! THE CHEECK OF THE DAFT +"*$(!

So I told him to leave and called the company, they were so obismal! Small company, obviously, posing as a bigger one - though they told me I have to write in BY POST, nonsense I thought, wrote to all 3 email addresses they have and no repsonse to problem.
I hope all of my negative reviews cost them a lot more than what they cost me.

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1:59 pm EDT
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Thames Gas Poor Service

I'm not the type to complain about poor service and this is the first time I've ever publicised a concern I've had about any kind of service. In fact it didn't even cost me a whole lot of money. It's just the seemingly blatant rip off that compelled me to warn others about Thames Gas.com.

I called them (as it turns out, and this is contrary to the attractive website and flashing references and the close name association with a very large company, that this is a small one man owner/operator) to repair my boiler that had just stopped working for no apparent reason. He sent a repairman around then next morning who spent approximately 15 minutes looking at it then called me to discuss the problem. He said that I needed a new PCB (printed circuit board) and that he could replace it for £483 plus VAT, but that there would likely be other things wrong with the boiler so he suggested I replace the entire boiler and quoted a price of £2150 plus VAT. I explained that I had to think this over due to the high cost of the estimates. When I explained that I couldn’t afford to spend that kind of money the engineer gave what seemed reasonable advice if I was to try to change the PCB myself but emphasised there would likely be other things wrong with it.

Following the directions in the boiler service manual I took out the PCB in preparation for looking for a replacement but noticed that the fuses were not in it. The engineer didn't mention blown fuses to me at the time. But I also noted that 2 of the capacitors on the board had broken leads. In addition one of the resistors next to one of the capacitors was flattened against the board. It immediately appeared to me as if someone gave those capacitors a twist with a pair of pliers.

I replaced the 2 damaged capacitors, straightened up the resistor, put new fuses in and reinstalled the PCB. I found that the fuses blew when I turned the house heat on, just as it did when I tried to turn the heat on before calling this service in the first place. I installed a new spark generator and the boiler ran normally, and has been running normally since. The new spark generator cost a mere £32 plus shipping.

Now I'm not a boiler repairman but it doesn't take an engineer genius to see what likely happened. What I believe happened is that the engineer took the blown fuses out then gave the 2 capacitors a twist with his pliers and tried to sell me a new boiler. He was very clear that there would probably be other things wrong with it once the PCB was replaced when I told him that I couldn't immediately afford for him to do the work. I tried to speak with the manager (Adrian Cronin) but he wouldn't return my calls. He also didn't answer a letter of complaint. I'm sincerely open to alternative explanations but Mr Cronin wouldn't even speak with me so what am I to think. What would you think?

Not knowing much about boilers I spent two days off work learning and effecting the repair. I definitely didn't want another engineer in my house at this point, because of how betrayed I felt paying someone to come in and sabatage my property. And guess what, in the end it only needed a new spark generator which I bought online for a mere £32. A little less expensive than £2150 plus VAT that I was told I should be spending. My boiler has been running normally since then, 3 months ago.

You've been warned. Use this company at your risk. Even if you have a fat wallet, you may not like the idea of someone so dishonest coming into your home.

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LP_SouthLondon
London, GB
Dec 20, 2012 6:55 am EST

I called out Thames Gas to come and look at my boiler after it had started cutting out with an error code. The engineer came out and, after he had inspected the boiler for approximately 20 minutes said that it needed a new pcb and sensor replacement, quoted at between £600 and £700.
He recommend however that it was probably more worthwhile to replace the boiler, as the repairs suggested may only last a year or less. The quote for new boiler being around £2500.
He said he was unable to make any sort of repairs to make the boiler work other than that listed above.
He charged £120 plus vat for 20 minutes 'work'.

The next day we called an alternative boiler engineer to get a second opinion, as we doubted your engineer's claims, due to the fact we were still getting hot water.

The next engineer spent around 30 minutes looking at it. He said he felt it could be repaired with minimum expense. He came back the next day, and spent another 30 minutes on it, after which it was repaired. He charged £100 for his time only.
It is now 2 and a half months later and the boiler is still working. This engineer said that the neither the sensor nor board needed replacement.

So I believe that I have been mislead by the Thames Gas.com engineer, and he did not make an accurate assessment if the problem with the boiler. I believe he took £144 under false pretences.

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Daniel Knight
Harefield, GB
Jan 01, 2014 5:21 pm EST

We used them recently for our property in Harefield, they gave us a cost of £85 for every half hour. When they arrived mentioned that they think the APS needed replacing, I said ok then he said he did not have so needed to leave to buy from Greenford. He then disappeared for 1 hour 30 mins (£255) only to replace the part & say old boiler and it needed replacing for £2850 which I recently got done by a local company for £1350,

This company is a complete rip off, use at your peril.

Daniel

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