Review Time
Terrible experience, moved into a property in nov where scottish gas was the energy supplier, called them to set up an account, was told bill would be generated in 7/10 days, no bill arrived and I still couldn't access online account. Called again was assured they would be fixed. Called again this morning as still no bill ans no account access and was told they cant generate a bill untill 15th of March 4 months after moving in! No solution offered, refused to escalate to management. Agent was rude spoke over me, couldn't care less about my worries of receiving a huge bill and potentially putting us in debt and hung up when i asked to speak to a manager. Came off the phone and switched suppliers and almost instantly their retention team were on the phone funny how they have time to chat now.
I've been pressured to switch to smart meters for my prepayment gas and electricity, but there are no weekend installation options in my area. I've made multiple complaints over the past year without any feedback or resolution. I've had at least seven new meters installed and still face issues. I've been told an engineer would come, but they never did, leaving me without any communication. The service clearly needs significant improvement.
I've been struggling with my prepayment meter for gas and electricity. I've been pressured to switch to smart meters, but there's no installation available on weekends in my area. Over the past year, I've filed numerous complaints without receiving any feedback or resolution. In this time, I've had at least seven new meters installed and continue to face problems. I've also been told that an engineer would come, but they never did, leaving me without any explanation. The service needs significant improvement.
I had a frustrating experience recently. I wasted two hours on the phone, getting disconnected twice. The first advisor was helpful, but the second one was rude and dismissive, not listening to me at all. Finally, a male advisor resolved my issue in just 15 minutes, something the previous one couldn't do in 45 minutes. Overall, the service was terrible, and the frequent disconnections were very frustrating.
If I could give no stars, I would. I've been experiencing problems with my gas and electric prepayment smart meters since the system update over a year ago. I couldn't top up either meter, forcing me to call for help every time my credit ran low, spending up to three hours on the phone. It took several months and multiple engineer visits to fix my electric meter, but my gas meter remains unresolved. I've had three cancellations from the company regarding engineer visits. This situation is completely unacceptable, and I'm left feeling trapped until it's resolved.
I called recently to provide my meter reading for an updated bill due to issues with my smart meter. The representative I spoke with was unfriendly and refused to send an updated bill over the phone, stating it would arrive in 7 to 10 days. However, I never received it. When I called back, I faced a long automated menu and unnecessary wait times, only to be asked the same questions and then abruptly disconnected. The service has been abysmal, making it one of the worst utility providers I've encountered.
I've had numerous accounts with this company and have never faced as many issues as I have now. The customer service is passive, often passing me along without resolving anything. It’s incredibly frustrating. Complaints go unheard, and the service feels disconnected. We are now considering leaving, even at a financial loss, after multiple unresolved failures and a lack of accountability.
During a call with the customer service team, I was told I was 'not willing to help' and my call was terminated, despite providing my address, account number, and meter number. I couldn't supply my MAP number, which led to the disconnection.
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British Gas is the largest UK energy and home services company. We supply gas and electricity, boilers and boiler cover as well as other home services.
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