British Gas Customer Service Issues

Last year, I attempted to schedule a gas boiler service with British Gas, but despite assurance from their website that they would inform me when the service was available, I did not receive any notification. After lodging a complaint, I did receive a refund, but the annual service outlined in my British Gas contract was not completed. This year, the same issue persists, with the website providing the same unhelpful information, and my boiler has not been serviced in nearly two years. The absence of servicing raises concerns for the safety of the appliance. My homecare agreement with British Gas is due for renewal on 02/12/21.

The gas meter serving flat 3 at 5 Lowndes Street SW1X 9ET has been deemed dangerously rusted by a Cadnet engineer who inspected it recently. He stated that although it is not currently leaking, it is in a precarious state and urgently needs replacement. Despite this assessment, the engineer mentioned he lacks the authority to make the necessary changes. The meter, which is not securely attached to the wall, poses a risk of falling if disturbed by the dustmen handling the bins below it. It is crucial to address this issue promptly to avoid potential hazards to the building. Interestingly, there is a new meter and a flexible pipe in the basement, seemingly intended for replacement, but were never installed, leaving the situation unresolved.

Dear British Gas, I have been a loyal customer of British Gas for over 20 years, but I am now contemplating switching providers due to recurring issues with missed appointments, long wait times on the helpline, and conflicting information regarding equipment updates. Despite being advised to upgrade my equipment, only to later be told it is not up to standard, an independent specialist confirmed it is sufficient. Additionally, receiving messages for upcoming appointments that have already passed has raised concerns about the reliability of your service records. I am now considering transferring all of my services elsewhere and am contemplating reaching out to the BG Chairman and OFGen to address these ongoing problems. Your prompt and constructive response to my grievances would be greatly appreciated. Yours sincerely, M. Stewart WA1 3GL Address: Number 32

I have Homecare and Plumbing coverage with British Gas that we've had for years. I reported an ongoing issue with my heating system where some radiators weren't heating up. British Gas fitted a new pump on December 1, [redacted], but a radiator in the living room remained cold even after bleeding them. I had multiple engineer appointments scheduled for February and March [redacted], which were all canceled for various reasons. Finally, a Dyno engineer came on March 22 and tested the system, mentioning a potential flush might be needed. I haven't heard back since, but with the colder months approaching, I need British Gas to address this promptly. I suspect cleaning or replacing the two radiators might help restore circulation. I want British Gas to handle this professionally as per our contract, which costs £[redacted]. I'm unsure how to proceed since emailing isn't an option and discussions with the call center have been unproductive. Appointments have not led to a resolution. Writing a formal complaint might be my last resort, but it seems complex.

I have received three reminders from you indicating that it is time for my central heating service. While I initially hesitated to respond due to scheduling uncertainties, I have now attempted six times to schedule an appointment through your telephone system, which has been extremely unhelpful. The system only requests my post code and then informs me that I am not due for a service in the next three months, disconnecting the call. Curiously, your letters insist that it is time for the service. The difficulty in reaching you is frustrating, and the telephone service is lacking. I am not interested in creating an online account. If I do not hear from you within three days to arrange a convenient service appointment, I will consider terminating my contract and seeking service from CORGI or an independent gas engineer to avoid further communication challenges.

Dear Customer Service, I am writing to express my gratitude for the exceptional service I received when my boiler malfunctioned yesterday. I initially called for assistance and was pleasantly surprised by the helpful lady who arranged an appointment for Sunday morning. Shortly after, she called back with an earlier time slot for the same day due to a cancellation. The technician arrived promptly, diagnosed the issue as a faulty motherboard, and although he initially didn't have a replacement on hand, he managed to find a suitable alternative already available. He efficiently installed the new part, resolving the problem promptly. I would like to commend both the helpful lady who scheduled the appointment and the attentive technician for their professionalism and dedication to resolving the issue promptly. It is refreshing to receive such excellent service from a large company. Thank you for your attention to this matter. Sincerely, David Gibson

On December 8th, [redacted], I reported a gas odor issue to British Gas emergency services. After speaking with Bental and the contractor, the gas supply was shut off due to safety concerns. Despite two contractors' visits, the source of the smell remained unidentified. Unfortunately, the second contractor intended for boiler maintenance instead of gas leak detection. This led to a ten-working-day inconvenience without gas, despite expressing my medical condition. The contractors' inability to resolve the issue led to frustration, especially when the second contractor left paperwork without addressing the initial problem. I availed of the emergency cover option offered by British Gas for £[redacted], only to be informed later that they couldn't assist further and recommended seeking a private gas engineer.

For the past few months, we have been receiving frequent missed calls urging us to schedule a service. The latest call was in March, although it was initially set for late [redacted] but got canceled multiple times for valid reasons on your end. Despite assurances from various callers to halt the calls until a booking can be made for October or November, we still encounter the issue. Yesterday, I was informed of an available slot for today, which I couldn't accommodate. Despite my request for a late October or early November appointment, the person on the call couldn't assist. My attempts to book online were unsuccessful as it seems it's not the right timing for our service. I also tried calling but kept being redirected to the website. Can you provide guidance on how to schedule the service and prevent these persistent phone calls?

Customer Reference Number: [redacted]44 Name: Arfa Begum Address: Top Flat, second floor, 93 Kings Road, Cardiff, CF11 9DB I had a conversation with one of your representatives over the phone around four weeks ago. During that call, I provided an updated Gas meter reading to rectify the estimated bill I had received. The agent assured me that the bill would be corrected, and a statement would be sent to my address. However, I have yet to receive the invoice. I have been attempting to reach British Gas for the past three weeks using the phone numbers listed on your website. Unfortunately, I have encountered difficulties such as being directed to text for a callback (which I have done multiple times), unavailability of agents, closed offices, and an inability to get through to anyone. It is crucial that this issue is addressed promptly as I wish to avoid accumulating further debt that I am unable to afford. I eagerly await your response. Sincerely, Arfa Begum

I'm contacting you regarding my FIT payments. I've submitted my meter readings as requested, but encountered issues. On 23/10/[redacted], I submitted my readings, but no cheque was received. Despite phone calls and a visit from a meter reader in March, no payment was generated. Despite sending another reading in August, no response was received until an email on 26 September requested a reading. As of 20th October, no cheque has been received. Today, I've resent my readings using the email from September. The last successful reading was [redacted]. The meter readings on 23/04/21 were [redacted], 25/03/21 was [redacted], and the latest reading on 20/10/21 was [redacted]. I've been patient but expect timely resolution.

I have an Annual Service scheduled for Tuesday, October 26th, between 8:00am and 1:00pm. Earlier, on September 21st, I asked for a visit from a B/Gas engineer for a safety inspection. He left a notice stating not to use my Debonair Gas Fire in the Living Room since it hadn't been serviced recently. Since I've sold my property, I'm wondering if the engineer could service my Gas Fire during the visit on October 26th for the Boiler and C/H service. I'm willing to pay an extra fee for this additional service. Looking forward to your prompt response to this email. Thank you, Mr. Roger C.

Dear British Gas, I have received letters regarding unpaid gas bills at our address: [redacted] Station Road Haydock WA11 0JL The account number is [redacted]75. Being a tenant, I couldn't resolve this using the official phone number provided. I have forwarded the letters to my agency numerous times, hoping they would address the matter, but they have not taken any action. Consequently, a warrant has been issued for the gas meter, which will be changed to a pay-as-you-go meter. I am writing to request information about the date of this action so I can be present when officials come to avoid any forced entry. Thank you, Robert

I was previously a customer of The Peoples Energy Company, which is no longer operating. The last bill I can view on their website is from August [redacted]. I have been charged £65 via direct debit for September, October, and November [redacted]. I am unsure if these charges are accurate and if I am due a refund. I have experienced issues with my gas meter not working, resulting in estimated readings. I was advised to wait for British Gas to set up my account before addressing this, but it has been a few weeks with no resolution. Attempting to log into my British Gas account gives me an error message. Can you please assist me with this matter? My name is Liam A., and my address is 18 Church Road, WF3 4HR. The account reference number with The Peoples Energy Company is [redacted]. Thank you.

I moved into this property last October. I received a bill in January for £[redacted].97. The next bill was in April for £[redacted].34, and then in June, I received a bill for £[redacted].95. This seems to be a mistake as it is a one-bedroom property. I contacted you and was informed that something did not add up, but despite leaving it with you to resolve, I never received any further communication except for another bill. I have a bill due by the 5th, but according to my calculations, you still owe me money. Please rectify this issue. My email is [redacted], reference number [redacted]. Thank you. Dawn C. 37 Tornashean Gardens, Dyce. AB21 7NE.

My name is John Stone, and I reside at 21 Falcon Gardens, Littlehampton, BN177RA. My date of birth is April 2, [redacted]. I received an email from the Energy Helpline regarding a fixed tariff offer with British Gas, which included a free year of boiler cover upon switching. I have switched, but I have not received any information about the free boiler cover yet. Despite having the British Gas Home Care Four contract, I was expecting it to be adjusted to accommodate this offer accordingly. I have tried using the live chat, but I keep getting disconnected without any assistance. Additionally, I have repeatedly requested that the correct amount of £[redacted] be deducted from my bank account via direct debit, as currently, only £62 is being withdrawn.

I am currently enrolled in a HomeCare Agreement with British Gas. My annual fee, which is £[redacted].40, is due for renewal in December. However, I recently received an email stating that the new annual fee will be £[redacted].28, an increase of nearly £40. As a pensioner, it is challenging for me to manage these rising costs. Despite being a loyal British Gas customer for many years, including having my boiler installed by them, I am contemplating switching to another provider if these price hikes continue. I understand the need for access charges to reduce premiums, but they are becoming too expensive for me to afford. I prefer to remain with British Gas at the current price, but may have to reconsider my options if prices continue to rise substantially. I am hopeful for a response soon. Thank you.

I am seeking help regarding an unresolved refund issue with British Gas. They owe me £[redacted], promised to be returned within 5 working days on 18/11/[redacted], but it has not been received. Despite not being a British Gas customer, I mistakenly paid a bill wrongly addressed to me. The customer reference number provided is [redacted]31. After contacting them multiple times via phone and email, I was assured the refund would be processed. My last contact was with a representative named Lameez Katz, who provided reassurance and a contact number, [redacted] [redacted] 95 14. I have consistently tried calling this number, but it only leads to a recorded message. This situation has left me exhausted and frustrated, and I'm hoping for a resolution soon.

I am writing on behalf of Mrs. J Lote, customer number [redacted]79. She has tried to reach you by phone without success. Mrs. Lote recently received a bill dated November 23rd for £3.16 with a message saying, "sorry to see you go," which has caused confusion as she has not switched suppliers or addresses. Mrs. Lote wishes to continue with British Gas and would appreciate clarification on the situation. It's important to note that Mrs. Lote does not have internet access, so contacting her via her home phone at [redacted]0 would be the best way to communicate. My name is Mrs. J Carpenter, a concerned neighbor of Mrs. Lote, reaching out on her behalf.

I am experiencing a significant issue that could benefit you. I currently have 2 Home Care Agreements with your company, one in Newcastle and the other in London at SE1 2BB. In London, I have been compelled to install LeakSafe for building insurance compliance. The hot water flow in the bathroom is only at 2 litres per minute, and there is a malfunction in the heating system. I kindly request an inspection as a highly qualified surveyor has highlighted possible negligence in the system, indicating that the building is not adequately protected. I believe your proactive inspection services may be more effective in preventing leaks compared to LeakSafe, which my surveyor suggests is not functioning properly and may even pose a fire hazard. Alan S.

My yearly service, which is overdue, got rescheduled for the end of January. I've been experiencing issues with resetting the boiler, so I'm worried about potential breakdowns without the service, resulting in extra charges. I've attempted to contact various numbers without success and had a WhatsApp chat cut off. I really just want to have a conversation with a person.