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“British Gas HomeCare poor value and service”

Written on: 22/04/2012 by jonick2 (1 review written)

I've held a HomeCare 200 contract for around 14 years. I was happy with the service during the early years. However, customer service has significantly deteriorated.

Despite having an ancient boiler, I've rarely needed to call out the engineer. By chance, the National Grid staff detected a potential leak somewhere in my gas installation whilst carrying out essential maintenance to the mains pipe and refused to reconnect my supply, so I called British Gas.

There are no old people or children in the house so I had to wait until the following day for an appointment. I patiently sat around waiting from 8am on Sunday (having also spent all day waiting for the National Grid to complete their work on the Saturday) only to get a phone call at 2.30pm stating the BG engineer wanted to come on Monday morning instead.

Another gripe - British Gas does not acknowledge that people may have to work in order to pay their monthly contractual fees.

I've wasted a weekend, been without heating and hot water for two days and will now have to wait even longer.

Had this been the first time, I wouldn't be quite so annoyed but there have been previous occasions where the engineer failed to show and didn't bother to contact me.

There is also the issue that the 'annual' service gets one or two months later each year, meaning that you don't actually get a service every 12 months.

Enough is enough. I'll be cancelling my HomeCare contract and calling out local engineers in the future.

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