Review Time
I have got nothing but praise for all 3 engineers who came on two occasions to my new home; making it safe as previous owners had left me with faulty boiler& a gas leak! Excellent work & reassuring. Knowledgeable & trustworthy which is what you want when you're stressed out
Appalling service.March 2025 : contacted them to switch my electric to pay as you go, mind you my gas is already on pay as you go. Forms and everything completed with agent over the phone. I was advised the process usually takes up to 12 weeks.I waited and after 12 weeks I called back to find out what the update was. Come to find out the forms haven’t been submitted. (I have gone through a bereavement, my financial situation has changed, gone through a separation and I am a single mother trying to make ends meet-all this was explained to the agent upon making the request for the change)They submit the forms and I am told they will contact me and I wouldn’t have to wait another 12weeks since this was due to them NOT SUBMITTING the form.It is right now June 26! I have called 5 times in between and have been promised call backs which never happened I am the one who always calls back for an update and today is the shock of it all. I called for an update! They’ve had to resubmit the forms yet again and I will have to wait for the department who deal with those changes to call me back, IT USUALLY TAKES 12 weeks! I’m back at 1 again. Absolutely appalled! I wouldn’t recommend at all, they DO NOT listen AND THEY DO NOT prioritise customers’ needs!!! Fuming and I will be leaving!
My 82 year old father has used British Gas for 40+ years.In May 2025 he received his gas bill which he pays quarterly online as soon as the bill arrives, he paid this particular bill as usual via the account set up on his computer. He then started to receive overdue payment an debt collection payment letters. He asked me to deal with this for him, as the stress and anxiety this was causing in addition to him looking after my Mum who is 81 has dementia and is really poorly was making him ill. I spoke with British Gas customer services on 7 occasions from 21/5/25 to today to try and sort this out. I sent evidence of payment from his bank to sanda ngewana with the promise of having the matter looked into and rectified, the payment had been made to an old system account as British Gas had changed their systems and issued new account numbers. Sanda assured me that the monies would be transferred from the old account to the new and this would rectify the issue. This never happened and he was still receiving overdue and debt collection letters. He then received a cheque for the amount he had paid in May, after conflicting information from BG advisors whether he should cash the cheque or not he was eventually advised to cash it and then pay the amount to his new account. The cheque was presented to his bank showed as a credit and so he paid the bill again on the new account only to find 3 days later the cheque had bounced so BG now had 2 payments in 2 different accounts. I logged a complaint over 14 days ago and nobody has contacted me, I am currently on the phone to BG whilst writing this awaiting a response from another customer advisor to deal with this matter, who constantly calls me by the wrong name, offered to send me an email of proof of action despite me spelling out my email address and phonetically spelling it she still got it wrong. I have been promised a call back today between 1pm and 5pm but don't hold out much hope of this.British Gas has caused untold anxiety and stress to an old man who is dealing with incredibly difficult circumstances caring for his 81 year old wife. We are disgusted by the lack of customer service and complaint handling, once this matter is resolved it will be the last time we deal with British Gas in any capacity, if you can treat loyal customers of 40+ years like this then you don't deserve their custom. Appalling !!!
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