British Gas Services
Reviews and Complaints

Our daughter miss natalie lenton is a single mum to 4 kids so when we brought a new cooker we gave her our gas stove cooker which had been looked after yes it is about 15 maybe more years old and today she had been told by one of you men that he does not think you can get the parts so how come I can see them on website is it that these men dont what to be bothered with all the work I heard that the government say that we need to stop throwing stuff away and we should be able to get the parts for things too much is being throw away now like I have said this cooker has been well looked after and if we can get the parts why cant your company it does not make sense to keep throwing stuff away

Recently my wife and I have been refused reasonable service to top up my British gas card and key within these shops in Birmingham city centre. The shops have both paypoint and payzone and are contracted by yourselves and other utility companies to provide payment facilities. which my card and key should be accepted. The shops are not providing and or refusing British gas customers for top ups.

3d news Stephenson st, Birmingham city centre

Simply Local, Stephenson st, Birmingham city centre

Determined to retain free, gifted by the government customers British Gas ownership's policies determined my staying with their company. Made many attempts to leave, on each occasion BG ownership policies debilitated this escape. On my final release to a GOOD supplier and the return of my ability to see colours, BG pulled me back without my consent.

That was the complaint we sent to BG and have never received any reply from them:

"Property Address: Flat 2, 5 - 6 Queen's Gate Place, London, SW7 5NX
Meter No: G4K01793640001

We are writing to express our extreme dissatisfaction in relation to the issue of the meter readings and billing for the property noted above.

This property is managed by Westminster Property Ventures Ltd and all the billing issues for the property is being administered by our company.

Recently, the client has received the attached letter dated 25 October 2021 demanding that they pay £2, 101.54. This is the latest in a long stream of correspondence from you about the above meter.

The problem, however, is that this meter does not exist at the property and, to the best of our knowledge, has not existed at the property for many years (since approximately 2013). You still persist in sending our client correspondence in relation to this meter, despite the fact that we have informed you on several occasions that the meter no longer exists (including in phone conversations on 31 August with Tom, 7 September with Becky, 4 November with Martina Fortuin).

Indeed, most of the previous communications on this subject have taken place through your phone system (where we experienced regular problems of poor-quality phone lines and being cut off several times during conversations). One of our team did manage to have a recorded web chat conversation on 7 September 2021 (ref: [protected] - see attached copy) during which she informed British Gas that the meter was no longer in place and she was told that British Gas had"removed bills and charges and everything rest assured :)". The very next day, we received a letter stating that we owed £878.46 and that you were going to apply for a warrant to enter the premises (see attached letter).

The property has 2 gas meters (G4K20059911001 and M0258000211D6 - photos attached) - the gas for which is supplied to the property by another supplier (we have not been a customer of British Gas for a number of years) and we are fully up to date with bills in relation to those meters.

However, as it was noted already, this British gas meter referred to above does not exist in the property. This property was converted into one private home more than 10 years ago by our client. Prior to that consisted of 11 flats. Our client has full visibility of the whole property and there is no such meter. We have on several occasions asked that you send an engineer to the premises to confirm that the meter does not exist to resolve this matter, but on each occasion this request has been refused.

We have also been told that we cannot e-mail you as e-mails are not read or responded to. We do not understand what is the balance that you keep demanding from us for a non-existent meter relate to, or indeed why the amount you claim we owe has increased by nearly 200% in 1.5 months. However, our position is that we don't owe any money for this meter because it does not exist.

Whilst we have made strenuous attempts to resolve this matter in an amicable manner, you have shown no interest in engaging with us at all. Furthermore, you have not followed through on commitments made by your staff about cancellation of invoices and the threatening letters keep on coming. Our client has even been contacted by debt collectors, to which we have provided details of the situation and which have then not contacted us again.

Your lack of engagement with us is no longer acceptable. Unless you contact us urgently to resolve this matter, we will have no option but to begin a formal complaints process. We hope this will not be necessary and we look forward to receiving a constructive response from you as a matter of urgency."

I have made two appointments for the annual service but on each occasion you have telephoned at the last minute to say you have cancelled..

I am paying £621 pa for nothing. The last annual service was three years ago.

Could I please have a refund and a convenient appointment which you actually keep?

On one occasion I made an appointment and three or four days beforehand telephoned to confirm. I drove up from Devon to keep the appointment. As I came through the door the phone was ringing from you to cancel the appointment.

If I do not hear from you within a week of today ie by 28 April I intend raising it with Ofgem

David Biddle

[protected]@gmail.com

Dear Sirs,

One of your Engineers has been parked in my privately owned lay-by this morning in vehicle VO69AWP. I have no idea where he was visiting, but he was parked across my right of pass and repass meaning I could not get in/out nor could anyone wanting to get to me could do so this was on 25th March 2021; my address is 3 George Eliot Close.

This person was a young man of 20-30 with dark hair, he was completely oblivious to my watching him. At around 12.30 he seemed to be logging in/out on a device, he went on to eat a banana, then a cookie type of biscuit, then used his mobile phone whilst eating a chocolate bar.

Please would you make all your staff aware of the wrong thing to do is obstruct an entrance to a property because they have no idea what may be needed or if others may need to get to that property. This is a human right and I am being denied this right by this behaviour.

mike mellors
To:
[protected]@britishgas.co.uk

Mon, 20 Apr at 13:47

I was a breeze customer until my account was taken over by British Gas. I had a direct debit for £107.00 per month and my account was £293.86 in credit. That was at the end of December.

After the take over by B G I tried to contact them to set up a direct debit and also see what my usage of gas and electricity was. I was told I would have to wait as sorting out the ex breeze customers was taking a long time.

I believe now that delay was intentional for customers who had their credit balance moved to B G . It gave them the opportunity to use up that credit.

During the period January to April I would have paid Breeze £321.00, except I would not have used that much energy. So I would still be in credit with them.

I am now facing a bill of £ 367.72. This has taken all my credit plus an additional £73.86. They now need to refund me the difference which is £46.72

Nobody turned up no explanation no phone call no e mail no text just nothing I had cancelled an appointment to wait in for the local hero never again I phoned british gas they said the plumber was booked today I sent 2 texts to the plumbers number and they had even the decency to let me know they were not even en route am I supposed just to forget british gas local heroes and book a plumber myself?

I was kept waiting for an unacceptable time on an 0800 number to British Gas concerning a call made on the behalf of my 81 year old father with his gas bill. He had recently suffered a heart attack and has dementia and was under stress after receiving a letter to say he was behind with his payments when in fact he was in credit.

Waiting time to speak to a representative 26 minutes.

Help given and time speaking to the representative 7 minutes.

I consider 26 minutes an unacceptable time to be kept waiting to rectify the situation which added to my fathers stress.

Having left my old place with all my bills settled, 6 months later I get a bill from British Gas for an outstanding amount of £1, 110.00.
After reviewing the bill I realise that the meter reading they have quoted on the bill in incorrect (it is mis-quoted by 10, 000 kWh), I immediately call them armed with a current picture of the meter reading asking for an engineer to come and read the meter as obviously they haven't (apparently a new tenant or landlord called in a told them what the reading is when they moved in and thus they obviously dismissed my number). They tell me it is not their problem I still have to pay for this phantom electricity bill, they are going with this incorrect number as it is in their system and they refuse to get an official British Gas person to go and read the meter and it is not their policy. Clearly this is fraud, period.
When I mentioned this issue at work a colleague had the same issue and they have since switched power providers, I am giving them 1 week to sort this issue or I'll certainly be switching providers. Let this be a warning to whoever is thinking of signing up with British Gas (BT Gas).

My little kitten was killed by a speeding British gas van on Friday 11th February. The person who saw him hit my little kitten at speed has told me that he knew he had hit her as she said he slowed down and she thought he was stopping, but he didn't! It took 4 complete strangers to deal with the mess he had left behind and one of these people took her to the vet so she could find her way home...I'd like to point out that where we live is an advisory 20mph but legal is 30mph, he was doing a lot more than this according to the vet to do the damage that was done to Jessie who was only 6 months old! The carelessness of that driver has devastated my 2 children and my partner, caused so much heartache it's unreal. If he wasn't going well in excess of the speed limit she may have stood a chance and to think he was driving a flashed up van and seen by members of the public doing it he still left her in the middle of the road!

Over the last six or so years we have fought with British gas to repair then replace our boiler, it has never worked correctly since it was installed by British Gas in 2004.

Because of the huge number of times the engineer was called to do repairs, the monthly service agreement fee went up.

The last time it was repaired the local service manager did the repairs and said because of the faults with the boiler and the fact that parts that should have been fitted from new and never were he would get the service cost dropped for a year.

My wife has a brain tumour and this is terminal the service manager was very sympathetic and said he would sort things out, we have not heard from him, we have left messages and tried the number he left us many times, as neither of us work (my wife because of her terminal illness and me because I'm her carer) we now not afford the monthly cost as they had gone up so high.

I'm very unhappy and feel British gas should have replaced the boiler when they said they would. The hospital and nurses have said I should write again as we have no hot water. This is my last attempt to get it replaced before we go to press and expose British gas for the chain of mistakes blunders and lies.

I have tried and tried to be heard with no success. I'm my wife's carer and have just had a gangrene appendicitis removed and the struggle is much worse now. we have problems getting hot water, what will happen in the winter with no heat ?

Andrew Pearson

12 Waveney road

Bury St Edmunds

Suffolk

IP32 6JX

[protected]

Was in credit by £293.00 with electricity account held with british gas, Gas bill of £75.10, Instructed British Gas to pay the gas bill and credit the balance which they did, Received a letter threatening disconnection even though our online account shows gas bill at nil, Phoned them due to letter received and was assurd no more would be received, Now received a further letter threatening legal action and disconnection witihn 5 days plus over £300.00 extra charges, We have never not paid. does any one know of any action we can take to stop this.

Complete Disgrace - Do not sign up to these guys. Customer Service, non-existent, back-office, non-existent, money collection - top class.

For the past three years, we have been with British Gas on a 4-year fixed contract to supply our gas. Recently they've tried to charge us 99p per unit! Our contract is only 2.31p with no standing charge! They admitted it was wrong and re-billed us.

BUT THEN... I look at all our previous bills for the past three years and it turns out that they've been screwing us over - charging us a standing charge of 99p per day, every day for the past 3 years... That's almost £1, 000! To make things worse, they've been charging us out of contract prices - anywhere between 3 - 12p per unit!

Ringing them up - they denied that we ever had a contract - it was a good job that we actually kept it. Faxed it over... no sound from them... Had to ring over 10 times to get someone to say - yes, something went wrong..

Now it turns out that they owe us thousands of pounds... and they claimed it was sorted back in October last year!? I dont' know what planet they're from, but we recieved no information, no goodwill gesture and they've profited by way of interest and overcharging us...

In fact, I'm covinced that it hasn't been sorted as I have bills from October 2008 - this year dictating that they have been charging out of contract charges.

And did I mention that everytime I ring, everytime I ask for GAS CUSTOMER SERVICES, I get put through to none other than BOILER SALES! And when I finally asked for the guy's name (it was the same guy who put me through to boiler sales 4 times), he got stroppy and asked for my name and never gave me his name.

DISGRACE - BRITISH GAS HAS PROFITED BY RIPPING ME OFF FOR YEARS AND HAS THE CHEEK TO NOT EVEN GIVE ANY GOODWILL GESTURE OR INTEREST. GO WITH ANOTHER COMPANY LIKE OVO, EDF OR EVEN EON - JUST NOT BRITISH GAS.

I have sent them a letter dictating that they have broken their contract agreement and that I am well within my rights to change supplier early.

THEY ALSO NEED TO CHANGE THEIR NAME - FROM BRITISH GAS TO SOMETHING ELSE, LIKE METHANE GAS. THIS IS NOT THE WAY US BRITISH DO THINGS. SHAME ON BRITISH GAS.

I have been with british gas insurrances for many years now for all repairs on my boiler, heating, electrics, plumbing, kitchen apliances, locks, windows roof extra. I have the full cover with them because I am dissabled and wanted piece of mind that all was covered for everything. 3months ago my boiler packed up and my emertion was not working as a back up. So I had no hot water no heating. So I called british gas 2 days later they came out to look at it I went 2 weeks without heating and hot water, whill they ordered the parts. They did in the end repair the boiler and replace the emershion tank. And a week later the boiler went again itried to use the emertoin tank they had put in but that to did not work. I have had at least 9 call outs in the last 3months. They came in again this week to sort it. I was told by the enginer that the enginer that had fitted the new emertion tank had not reset it from factory setting, so he did this and he said it should now work however I have not tried it yet. My boiler how ever he would have toorder a part. He came back the next day and repaired the boiler 2 days have gone by and guess what no boiler working again. I phoned to ask for some one to come out again but got told that they couldnot come till sunday between 8am-6pm. I was going over to my mums for her to cook me a dinner. So not only will I not be able to do that but I am left again with no heating,, they have an advert on the tv sayinig even if you are not a british gas customer there is alway an enginer near by to sort it. Well where is mine. I am dissabled left inthe cold frightened to put on the hot water in case that isn't working ether as before. I think it is terrible that they can treat a dissabled person so, how do they treat their other customers. I told them when I phoned that I was dissabled and that not only can I not go to my mums to eat but I must freeze todeath also, because as their advert on the tv does not really do what it says does it.

British Gas have continued to mess up our electricity bill now for two years. At one point we i had even used over £400 of the children's trust fund to be free and clear of the constant ### ups, threatening letters and bills. Chritstmas 2017 was an all time low after British Gas sent bully boys to the house to threaten of power being cut off and telling my young daughter of the threat as i was out. We were lucky to have a professinal help us making lots of phone calls on our behalf. We were lead to believe this would be an end to it. In the meantime i have been informed that my direct debit was set too low so once again we have been put in a pit of debt again them saying we owe another £500 and have put our direct debit upto £115 a month from £41 a month. I have rang British Gas this week to explain that they have put me in an awful predicament, i am a young widow with three children. I felt i was patronised and told of energy saving tips that a monkey would know.

I am a young gurl that got in 2 deth with british gas wen i first recived my flat at 17.. since then they hav been makeing me pay 10 aweek extra 0n my electric and £5 per week on my gas. i am on benifite and i recive my benifit fourtnight i have been payining £50 ponds a fournight on just the deth alone not including my accual gas/ele its self with is 5ponds every 3 days not mentioning i only recive 80 pounds pwer fournight... i have call brith gas on a number of accations and they have said they will reduce it and they still havnt i also recived a letter from british gas saying they will reduce it and they still havnt...

My mother-in-law passed away 23/10/2006, leaving no estate, we informed all who needed informing about her passing, sending copies of her death, this includes british gas.
Over the next few months we kept getting letters from them asking for payment of the bill.Each time we replied by letter or phone.Each time thinking we shall hear no more, as this is upseeting for my husaband.

Yes we hear no more for 12 mnths, then today we get a letter from a debt agency threatening to take my mother-in-law to court!
How dare they, do they not understand she is DEAD?
I am appalled at their behaviour, do they not communicate at british gas?

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 recieved 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 recieved 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 recieved any satisfaction. I did though recieve 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.

My father is frail and elderly (75) and suffers from a rnage of illnesses the worst of which is lymphomatic cancer of the neck. Given his state of health and age he is easily confised and found himself in a situation where BG allowed him to amass £400 of debt. When he tried to resolve the problem with them they then reviewed his case and decided that he would have to pay £300 on top of the accrued bill in administration fees.

I have tried without success to get them to explain how they came to first the bill and then the adminstration fee. In the summer they threatened to disconnect him unless he went on to a pay as you go key. This he did and now he is paying over £60 per week for his gas and electricy on his meagre pension.

BG are also refusing to respond to me depite the fact that I have sent a letter of authority from my father confirming that I can act on his behalf.

Winter is coming and my father is no longer in remission from his cancer he cannot afford to be without heat and light - for him it is a matter of life a death. He is also very stressed by the size of this bill which doesn't seem to go down and which BG are instend he pays or else they will not let him move to a cheaper provider.