British Gas Reviews 258,476

Very polite and courteous. Identified the problem and explained what she was going to do to fix problem. Managed to fix problem efficiently, tidied up and removed waste before saying goodbye.

Date of experience: 30 December 2024

Updated 30th Dec 2024

Please read before issuing a cut and paste apology and note that I don't use social media so can't DM you on FB or Twitter

Reported a boiler problem was reported on the 11th December and got an appointment for the 17th.

Their engineer called on the 17th and within a minute identified a known problem with my boiler the keyless inlet valve he had a spare with him but wasnt sure if that was faulty or not so he agreed to call back on the 19th with a good one. 30 minutes later I was told this would be the 31st December, 14 days later. The problem with the high pressure in the boiler still existed and if I'd have known it would be 14 days I would have asked the engineer to drain water from the system whilst he was on site, maybe this should have been part of his visit when he saw the problem. I attempted to contact BG by phone but it was constantly engaged and then through their LIVE CHAT system several times through the day but its told me "Currently chat is not working, please try again later"

Since then we've limited our use of heating and hot water so not to cause the problem to exacerbate. We could have been away with family for New Year but wanted to get piece of mind with the boiler.

This evening at 19.04 I received a text from BG advising that they won't be calling tomorrow but it would now be the 8th January a further 8 days away and we've missed our family event for nothing

To me this is 3 failed appointments, 1 where their engineer called with faulty parts in his van, 2 when the BG Engineer confirmed he would call back on the 19th and then cancelled this with me 30 minute later for the 31st, and 3 the appointment for the 31st where this as been pushed back to the 8th Jan leaving two people of pension age using limited heat and hot water.

I never miss my commitment to BG to pay my monthly cover for this service on time, I'm hoping that they won't be changing me an excess charge for this appointment

Date of experience: 17 December 2024

Great engineer really friendly and knowledgeable

Date of experience: 30 December 2024

Wow this is getting ridiculous, I’ve had Mel saying I need to speak to the business team regarding my home account. What on earth are you people at British Gas on… you know I’m a domestic customer and that I’m STILL struggling to get anything sorted with you lot. This is just getting ridiculous. I can’t put it any clearer than I already have. So I’ll make it as simple as I can so you lot at British Gas can actually understand.
I am a domestic customer and not a business customer. I live in a bungalow and not in a business premises. Is that clear enough for you.
I have smart meters and I wanted a pay as you go account for both my gas and electricity. I do not want a direct debit set up. I do not want to have a monthly or quarterly bill either. Why you can’t not get this right is beyond me and makes me think that none of you are capable of doing ANYTHING RIGHT. So again I’m asking someone with the slightest bit of common sense to actually call me and stop with this nonsense of saying contact this team or that team. This passing the buck game is getting out of hand. What do you think the ombudsman will think of this situation when I contact them, oh yeah you won’t give a crap knowing you lot because you will hide behind your procedures and solicitors. As you can imagine this whole situation is making me feel ill and I will be seeking legal advice on how to proceed with your incompetence and discrimination towards me. Please stop replying to my reviews with your pathetic excuses and telling me I need to contact your teams and actually do your jobs yourselves instead of constantly asking me to do your jobs for you. Try using your initiative and do the bloody right thing and get this utter mess sorted out.

Date of experience: 30 December 2024

I called British Gas to replace the company I originally used , I was very pleased with the professionalism of their fitter he did more than I expected, I can only say British Gas for boiler maintenance is the one to call .

Date of experience: 30 December 2024

Date of experience: 30 December 2024

We had a smart meter installed in September 2024. No bill was issued in October and when my husband rang the call centre they said there was a fault (no contact from them to us though) and an engineer would be sent. I lost money taking time off work for them to attend to tell me there was nothing wrong. Several calls later, we have been told the meter isn't sending back readings, is sending back readings, the readings are too high, the readings are fine. We have now been issued with a bill that dates back to July when we paid bills for July and August. No one will explain the bill to us or answer any questions we have - was the meter sending back readings or not? Why did I have to take time off work if it was working fine (the engineer didn't do anything, so we presume it was)? Were the readings too high? Why are we being billed for July and August again?

We asked for it to be escalated 4 times before I sent a message through Twitter that meant it was treated as a complaint, but now they say they have sent the right bill and closed the complaint. We still have no answers. We have asked for the complaint to be kept open and had to copy in the CEO of British Gas, and CEO of Centrica.

We have NO confidence in British Gas and would advise you not to use this company for your utilities, as we still have no resolution, 3 months on. We want to speak to someone who can give us an explanation so we have confidence that the bill is correct, but this is too much to ask, apparently. If the complaint is not investigated, we will contact Ofgem.

Date of experience: 30 December 2024

Excellent service by a competent engineer within a short time.
Keep it up. Thank you.

Date of experience: 30 December 2024

My previous year’s maintenance contract agreement cost me £245. The renewal price was £355 - an increase of 45%.
I was informed that the price increase was due to me calling out an engineer once during the past twelve months. This is the first time that I had ever called an engineer in all the years I have been with B Gas. I telephoned B Gas and informed that I only called the engineer because the annual service (which is included in the contract) had not resolved an issue. The agent I spoke to said that if I was a new customer, the price would be £450. However, given the circumstances, they would offer me a discounted price of £301.75 - which was still a 23% increase on the previous year. I felt as if I was being penalised for calling out the engineer. Having the maintenance contract is supposed to provide peace of mind should anything go wrong. However, when an engineer is called to resolve an issue, the customer is penalised. How is this fair? I had no option but to accept. However, I will be checking other companies that provide homecare maintenance contract. Loyalty means nothing

Date of experience: 21 December 2024

Engineer was top notch but had to wait 6 days. With no heating

Date of experience: 30 December 2024

Despite being a customer for around eight months my gas readings are still estimated from my smart meter. I have attempted to submit correct readings several times and even via the chat, yet still the gas reading is not up to date.

Date of experience: 25 December 2024

Fast efficient service from British Gas
Appointment booked and my boiler was repaired and serviced within 3 hours.

Date of experience: 30 December 2024

Date of experience: 30 December 2024

British Gas has previously put my account under the wrong address. I contacted them to fix it, it took four months of numerous over one hour phone calls and text correspondence, for them to still not be able to solve the problem. It was so bad I had to switch to a different supplier (Who I would like to add did it in one day). Even after that they haven’t refund my money, and would even send me billing notices. Thank God I cancelled my direct debit with them or else there will be hell to pay. I don’t know what is worse, their incompetence or the fact that their staff continuously assured officially that the problem was solved, for nothing to be done. Here’s to hoping the issue get solved this new year.

Date of experience: 31 December 2024

Easy to book appointment.
Engineer arrived within the timeframe given,
Called before arriving,
Engineer, polite, efficient, kept me informed, tidy.

Date of experience: 30 December 2024

The advisor from British Gas was very knowledgeable and advised us the best option for our heating needs. He was very sincere and helpful. Very pleased with his service.

Date of experience: 30 December 2024

Very quick response from British Gas. Engineer very professional and courteous.

Date of experience: 30 December 2024

A really thorough check of my boiler and ch system, prompt clean polite, as good as it could be. Thanks.

Date of experience: 12 December 2024

Date of experience: 30 December 2024

Great customer services and advise from Benjamin. Troubleshooted and proposed the repair. Wasn’t too much trouble and wanted to make sure job was done thoroughly and correctly.

Date of experience: 30 December 2024