Chat box is a total waste of time infact it's a joke then 40 minutes of waiting on phone you then are connected either Africa or India were no one really understands you and thdn usually you disconnected by them btitish gas as become a TOY TOWN company

I have spent 6 hours today trying to get an issue resolved with British Gas. The worst customer service I have ever received in my life. Evan after they have admitted they have ruined my credit file and potentially stopped my mortgage application they still haven’t resolved the issue. I spent hours talking to different customer service advisors today,passing me from one department to the next promising me a manager would call me soon. Despite them knowing the issue had to be resolved this evening to prevent me loosing my mortgage offer. The customer service advisors didn’t have any empathy or interest in my issue despite British Gas admitting fault. The only dispute on my credit file is a 7 month arrears payment due to them not closing an account when they switch me to pre payment ( a well known complaint throughout the country) I can’t Evan speak to anyone to deal with this as the online chat service is pointless and advisors just tell you it’s being processed and they understand my frustrations. Really? I have sent an email of complaint which has also come back with a response of 7-21 days… The Facebook message ignores your message and tells you to go on the website. 7 hours,4 emails, 12 phone calls an absolute waste of time and life damaging

I was automatically swapped over to British Gas after my previous electricity supplier went bankrupt. in the beginning customer services seemed okay but subsequently every time I try and contact them I am left angry and frustrated. Firstly the so-called chat boxes on their website failed to provide me with a customer service operator. I would be number 20 in the queue and then wait and wait and wait and wait and wait until I was down to number three andThen suddenly there are no service operators available and nothing happens. When I try and telephone them I am always number 15 in the queue which takes forever and then I end up talking to somebody with a foreign accent who sounds helpful snd friendly but fails to help me with my complaint, problem or query. Everything that’s happened about paying is wrong. Firstly I was told I should pay a direct debit which was too low. Having had previous huge bills I queried this and insisted on making my payment bigger. Then, the huge amount I was paying has turned out to not be high enough and has had to go up even higher. In the meantime they keep asking if I want a smart meter. I said yes and then what happened was a really nice bloke came round he said I can’t have a smart meter because I’m on a three phase supply and they would give me a new date for another appointment. Well that was months ago. They’re still asking me if I want a smart meter. I say yes please and then nothing happens. It is just shocking. You can’t send emails to them either which is also annoying as I want to send a photograph of my meter to check I am sending the correct reading because I think they are counting the tenths as full kilowatt hours. It is all incredibly frustrating and annoying and irritating. So very very poor service

What is going on with this company and its Homecare operation? Does anyone know? They used to be brilliant, quick service , experienced engineers who knew what they where doing. They are now a shambles and who ever is in charge of operations should really consider their position

We had b,gas for 5 years,paid direct debit and never a problem,then moved .told them we where changing to eon.eon informed me that no probs with gas ,but bgas. had blocked electric.,no reason why !!!,can not speak to anybody at bgas.just left in limbo.

Today (28/10/20) my wife stayed in from 12 to 6, waiting for the Service Engineer to arrive for our boilers Annual Service booked at the end August this year. No Show. No messages saying he wouldn't be here, although the Lady at the Service Centre assured me that either our landline or mobile had been sent a message after I phoned to complain and try organise a second appointment, which was offered for very late January 2021,so why am I paying for an annual service? Why have the laid off so many engineers?? How many Managers are there not actually per engineer? A sure thing they wont answer that honestly!! Why does the automatic phone answering system carry on asking you questions ie Tell me about your breakdown at least twice!! I had only mentioned a Service was required. Come British Gas sort your act out!! Finally all the repairs and Services on my Heating / Hot Water System have been carried out without any problems.

I have a boiler service annually. It worked fine at first then last year you couldn't book a service for 2 or 3 months. They phoned up twice to cancel and arrange appointments in another 2 months. My problem had an issue during lockdown. I had to get a proper plumber to service it and make repairs. They have lost the concept of what service is

Our line was originally installed at the beginning of July. Obviously it's not cheap but since it was being brought close because of a new development next door, we thought it the best time to invest to switch from LPG. What a mistake that was. Whilst they connected a pipe and tap, they didn't actually install a meter, or go as far as allowing us access to, you know, actual gas. They said they'd get in touch and let us know when you could finally be bothered to deliver what we'd paid for. A month or so went by whilst we waited for the call. Nothing. So, we called them. After 45 minutes we get through to someone who knows literally nothing about British Gas. They have no record of us. Apparently there should be MPRN for our supply? Well, they didn't give us one and there's nothing on the box. And no one in their company seems to be able to do anything, anything at all, without one. they'll get back to us apparently. A couple more months go by. We call again. Takes an hour. Finally get through to someone who says they'll look into it and "it's all a bit strange". But it's not strange, it's just incompetence. And British Gas is riddled with it. After several more months, we try again, at the end of our patience. This time the customer 'service' representative takes a new approach and says we don't need that number at all and that she'll book someone in to finally complete the job. It was like all my birthdays at once! My excitement was short lived since, like too many of my birthdays, it quickly turned into disappointment and anticlimax. Unfortunately (or fortunately for him) I wasn't there and my wife dealt with the engineer. When he turned up, there's a lot of chin scratching. Firstly he can't fit a smart meter because the new fuse board is too far away. No problem there though, we didn't want one or ask for one. Then he can't actually connect the gas because it's a special high pressure supply and he's not qualified to do it. So he leaves, doubtless to find something easier than his job to occupy himself with. Wanting to find out what's next up on their merry-go-round of ineptitude, we waste another 40 minutes calling customer 'services'. Apparently this one has worked in the industry for over ten years and has never once heard of a high pressure gas supply. But she'll go and talk to someone. When she gets back it's obvious that she's had some on-the-spot training and recognises that a high pressure supply does actually exist. But she can't proceed without an electrical safety certificate. Just imagine our surprise. It's like booking a carpet fitter that walks off the job because my loft isn't insulated. My wife thought it was a joke a first. Strangely, after a short time this objection was dropped after she admitted that the fuse box had, "literally nothing to do with the gas installation" and she would look at rebooking it. But she couldn't. Because the engineer had left the job open. So, now we're out of LPG and we're stuck in a cold house (with kids), no hob, no hot water. Having to cancel appointments with our gas installer to change jets on the boiler and our hob engineer to cancel the switch of those jets. So where do we stand now? NO IDEA. Because despite an email to the CEO along with an official complaint, we have heard absolutely nothing. the sad fact is they GENUINELY DO NOT CARE. So if that's the sort of company you want to give your money to, then by all means do. If you want someone who won't leave you without a gas supply you've already paid for in the middle of winter, then I'd avoid British Gas like the plague. I will update this with a running commentary as testament to how bad a company they really are. UPDATE 26/2 - Nothing. No response to CEO email, complaint to customer services or their promise to call.

Since December have had non stop problems with smart meter have been left at times with no gas have had late engineers and lost hours at work waiting for them. No communication have had extremely bad customer service phone put down on me am leaving British Gas ASAP

First we heard 3 months after our tenants left was a text saying “we’re adding £45 for late payment of bill” We asked for the bill for the time that covered after the tenants left but just had bullying for payment without sight of a bill. Finally got through to someone who tried to help and told us that we could have avoided the bill in the first place if we’d been told straight away. Then a week after starting to get things sorted they involved a debt collection agency!! Their complaints team were late contacting me (past the 8 weeks allowed) and have done everything they can to avoid dealing with our issues. Up to this point they refuse to refund the charges despite it being their fault that we got them in the first place. It was their fault that we didn’t get a bill (they had a contact phone number to be able to threaten us with late payment charges but couldn’t get a bill to us!) It was their fault that my Wife ended up in tears when we received a debt collection threatening letter through the post but they couldn't care less! SHAME ON YOU BRITISH GAS!!

Very many thanks for telephone help and advice received about my Home Care Policy, received today 13/09/19 at about 11.15 a.m.

Appalling experience of a gas boiler installation. Just had to call the emergency line because of the way British Gas left my incomplete boiler in a dangerous state with a gas leak from dodgy welding and messy pipework. Contracted out to non-British Gas engineers despite the sales rep telling me how many new engineers had been trained up and were waiting to do the work. Poor stock availability, unclear pricing, poor organisation/ communication and missed appointment. I went against my better judgement to try them again, but now regretting it immensely and facing stress and phone calls to get some kind of resolution not to mention any gas or hot water. Still waiting for manager to contact despite being on the phone from 8am emailing and texting.

What a bunch. It would seem they've beento a special training course on how to avoid doing anything useful and how to behave like ill educated spivs.

I don't use gas and the gas supply was capped when I moved into my address. This company must be one of the worst on the planet. Every quarter they want a reading that I can't give because the reading is the same as before. Nevertheless, the bills keep coming. It makes no difference how many times you tell them that they don't supply you with gas. Maybe none of their employees know what a gas supply is? I now have bad credit history when I don't actually owe any money. Younger people who can't get a mortgage must be devastated when they find out that some company is maintaining that they owe when they don't. (Am trying to get credit scoring abolished starting on Twitter.) I couldn't begin to guess how many people British Gas is attempting to defraud. I am moving just to get away from them.