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★☆☆☆☆

“Still no gas after 7 months”

written by Theysell on 26/02/2020

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.

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