I had service with British Gas for over six years. The last year we called them twice for an annual appointment.The service engineer did not turn up twice. No one apologised or informed us about it. We terminated the service and haven't used British Gas any more.
I had an electrical fault on a Friday evening, so I rang the emergency number. I explained the problem and was promised that an engineer would be with me on the Saturday between the hours of 08:00 and 13:00 hours. I rang the customer service team three times from noon to enquire as to the whereabouts of the engineer. On the third occasion, I received a snotty woman who advised that the engineer was busy and would be with me by 15:00 hours. At 14:30 hours I received a call from one of British Gas's contractors that he had just received a call from British Gas and he would have an engineer to me soonest. I received a call from this company's engineer that he was 5 minutes away. He arrived at 15:00 hours, fixed the problem by 15:40 and then took him 20 minutes to do his paperwork. The engineer suggested that I needed a new fuse box, his report would be forwarded to British Gas and they would be in touch. I waited until a week the following Monday before I contacted their customers services. They had a report on file of the work carried out but had no intention of contacting me. I agreed that they should send an engineer quote me for a new fuse box. The engineer was booked today between 12:00 and 18:00 hours. I have telephoned customer service at 17:00 hours only to be advised that the engineer is busy and has two more calls to be made before you. I refused to re book for tomorrow and have been advised by Peter of the customer services in the Midlands that it could be 23:00hours before the engineer can call. I will be staying up late tonight and no I don't believe in fairy's. Watch this space for an update as to if and when the engineer arrives. JSM Manchester area
British gas home care is a waste of time and money. I wont recommend it to any one.they send engineers that have little knowlegde and experience . they ve been to my hous e4times to fix soap dispenser in my dish washer and ended up causing multiple prblems to the machine. they dont care if you ve left work six hrs each time to wait for theseunqualified engineers. there is no peace of mind when you use britis gas home care.
Your leg is a little sore, so you go to the doctor. He has a look, nods, and tells you that everything is fine. You go home, relieved. A few days later, he phones you and tells you that in fact, your leg needs to be operated on. There's a problem with it that can't be solved using medication. Shocked, you question the decision. Yes, he's sure - you need an operation. You're not convinced, but reluctantly you listen to the advice, and you head into surgery. A few days later he phones you again... it seems he's made a mistake. Your leg was fine, and didn't need to be operated on. He's sorry, and to show just how sorry he is, he says that he'll send you a cheque for a few pounds. He hopes that this will be satisfactory. Sounds unbelievable? Maybe, although this is how I was treated by British Gas. Luckily, it didn't involve any body parts - it was only my boiler, and electrics.
In 2012, unfortunately, my boiler was "diagnosed" by British Gas as condemned, and after replacing it, British Gas let me know that their call centre had made a mistake. Interestingly enough, I'd just taken out an insurance policy with them, which included my boiler. Even more interestingly, my first service mentioned nothing about my boiler being condemned. In fact, it only found two issues, which were easily solvable, and for a significantly smaller amount of money. So what, I hear you ask. Well, after condemning my boiler (just after I took out insurance), they also condemned my electrics (covered in the same insurance policy). They condemned my electrics, after investigating a blown fuse, by telling my tenants that if they touched anything, they would be electrocuted. A nice message to deliver, when there are small children in the house. More interesting than all of that, is that a few weeks prior, I was living in the house, with a working boiler, and working electrics. No shocks, no electrocution, no lack of heating... all of it... working. Doesn't it seem odd - they've just insured my boiler and electrics, and now they're telling me to replace both, at my own cost of course. Seems awfully convenient from where I'm standing! Their excuse for the boiler - the plumber that replaced it should have known better, and should have gone against what British Gas had said. They've deftly avoided the electrics issue.
After a year of battling with British Gas, receiving little understanding, empathy, or in fact any sincere acceptance of responsibility on their part, I've exhausted negotiations. I am no longer able to discuss, on a reasonable level, how appalling their service is, how badly they treat customers, and how their actions have expensive consequences, which I have had to pay for. They have now reverted to illogical, absurd explanations and given that I've spent a year fighting with them, I have no energy left to try and decipher their condescending, patronizing, and arrogant posturing. I spent £1650 because of their mistake, and the original compensation offered was a meager £30. That's what I'm worth to them. The phone calls I've made cost more than that. I'm now up to a whopping £180 after the year of explaining and fighting.
I can't change the world, I'm not able to rally troops, and I clearly can't get big business to see my side. That said though, I will be damned if I let British Gas push me around like my money isn't worth anything, and like I don't mean anything because I'm one of millions. My voice should still count! So, my plea to all other British Gas customers is this: if they have in any way cost you money that you shouldn't have spent, speak up. Please. If this is a constant and consistent behavior, in spite of fines being issued, appalling customer service figures, and a general unease when people speak their name, we need to do something to shine a light. Maybe they won't listen to me, but they might listen to 10 or 100 or 1000. We pay for them, so they should provide the service.
THE worst customer service I have ever experienced.
I joined the Homecare service that they provide when you have a pre-existing fault yesterday. Explained the fault and the type of system I had, and that I couldn't use heating or hot water. Was assured someone would be out this afternoon to repair it. Took the afternoon off work, got a call from the engineer to ask about the problem then he advised he wasn't trained to deal with this type of system so would "have to see" if someone else could come. This was despite at the time of arranging the appointment making it clear the type of system and the fault. Utter incompetence by a supposed expert company.
Contacted customer services and was told they wouldn't be coming today and all I could do was rebook. After arguing they changed their minds and said someone would come this afternoon.
Got to half 4, no one had been, called customer services again - was told the engineer had marked the job as Unable to Gain Access. Utter bullsh!t. They went on to say he'd noted my landline was unobtainable (untrue - the first engineer had managed to get through on it, and I'd used it to call customer services - nothing wrong with landline), that my mobile was switched off (again, utter rubbish, and where is the voicemail or missed call? Pure lies) and they claimed that there was no answer at the door. I was in all afternoon. Noone came to the door. Also claimed engineer had been outside my property from 3:30 and waited until 4.25pm. How convenient. Customer services tried to call him at 4:35 and his mobile was switched off!
Was told I would have to rebook and take more time off work. Customer relations woman was rude and obnoxious - saying there would have been card through the door (there wasn't) and insisting they had to go by the lies their engineers had put on the system. When I asked to make a formal complaint the ignorant woman replied "I'm customer relations, I've said sorry, what more do you want". Not any empathy with the fact they were leaving me with no heating or water for another night. Disgrace.
I believe they had no intention of attending after the first engineer was not trained for the job. But instead of saying that they decided to lie, waste my afternoon and invent pure fiction around a failed to access property. There should be a law against cowboys like this.
AWFUL UNPROFESSIONAL COMPANY. Don't think the British Gas name is one you can trust - AVOID
HomeCare 400 does not cover Cookers, Bathroom taps, water pumps or drain problems if as assessed by Dynarod exceed £1,000 to fix. The alternative to this is to spend £185 to fix the cooker, £220 to replace the water pump and the drain problems fixed for far less than the price to fix as quoted by Dynarod.
What is more if you are OAP they will not, despite numerious telephone calls, service your boiler. They may after you complain, refund you a months money, which incidentally is £35.94 only 24% above their advertised charges.
This year our service was due in April. Three calls later the service is scheduled for end of June(that is if we hadn't cancelled the contract).
The final problem is their refusal to replace a mixer in our bathroom under the contract, but have quoted to replace it (Dynarod) for £180.00 for both tap and labour.
Our experience of British Gas HomeCare is one of compete dissatifaction. Despite assurances of complete care and attention, the service and customer care they proport to offer is nonexistent as is their promise to fix house hold appliances.
The original call was made on Sunday the 5th May. Appointment arranged for following day. The part needed was not available and second appointment was arrange for Wednesday 7th May (48 hours later). I took another half day off work for this. This was arranged for between 2-4pm. I received two text messages from them confirming this time. I took the afternoon off work for this. At 4pm on the 7th no engineer had arrived. I called customer service at 4pm and was advised Engineer was busy and would be here about 5pm. At 5.45pm no engineer had arrived. I called customers services to be told after being on hold for a long time that no Engineer would be calling today. A third appointment. Was made for Thursday the 9th May. I now have to take a third half day off work for this.
I was not even given a courtesy call to let me know the appointment would not be kept. Let along advised at 4pm that someone would be there in about an hour only to be told shortly later that no one would be here.
I consider this to be extremely rude and shocking poor service. If my business treated me in such a way it would be out of business in a very short period of time. As you can probably tell I am extremely annoyed by this.
Think twice before using homecare.
We are retired and have been paying just over £37.63 per month for years to British Gas Homecare to ensure that we would not go without heating in the winter months. We have never called them out, have had no problems with the central heating and three days ago we had our annual visit from British Gas Homecare to service the boiler etc. The engineer announced that the boiler was no longer safe and could no longer be used; he advised that the boiler was obsolete and he could not get a spare part to repair the appliance. When I asked what he had in mind in terms of heating our house, (3 bedrooms, dining room, kitchen, bathroom and toilet), he replied that we had a gas fire in the living room. I find it almost unbelievable that British Gas take our cash for years and then behave in this way. If the boiler is obsolete they should have declared it so and not taken money under false pretences. This is an example of quite appalling service and I would advise people to go elsewhere. I have already switched supplier as we were also paying British Gas for gas and electricity.
Brititsh Gas advisor phoned one evening to say boiler was due for service. Said he could book me in next day. Very good I thought. He said between 2pm and 6pm. I asked if I could have a visit after 4pm. He said yes. Took my mobile number and said Engineer would phone 20 minutes before arrival. My partner arrived home at 2.20pm. By 6.45pm that evening - no sign of any engineer. I phoned the 'so called' Helpline to be told the Engineer had called at 2.55pm ! I said that can't be right because someone was actually home at that time, even though, I booked after 4pm ! We have a doorbell and knocker also the dog never barked. I asked the Advisor when the Engineer called, why did'nt he leave a calling card ?? He said he could'nt answer that question. Also where was the'' 20 minute before arrival' phonecall ?? Again he said he could'nt answer that question !! I said that it looked like he had'nt been at all. It was on the system at 2.55pm - that was all he kept repeating. Absolutely useless ! I have made an official complaint about the service. Not that it will do any good unless more people out there do the same. By the way, he quoted to me that 99.9% of their customers are satisfied ??? Wonder where he plucked that figure from !!!
We have had a BG Homecare agreement for a couple of years. Mostly things have been OK - till now. We came to them after appalling experiences with HomeServe - yet another company you should not touch with a barge pole.
I called them on Friday morning to request a engineer visit under our Homecare agreement, as our hot water was not working. I was under the impression that an engineer should have visited on the same day under their "sameday service" promise, however the earliest time an engineer could visit was Saturday morning between 8 am and 1 pm. I then received a phone call on Saturday mid-morning saying they were "struggling for engineers" and that my job had now been pushed back to 12-2 pm. Not cool, as I had an afternoon engagement. They eventually showed up and changed the hot water valve, which resolved the problem.
Last night, on arriving home, we discovered that our stopcock was dripping, the leak is coming from the nut just below the stopcock tap. I placed a call through to a gentleman called Walter at Dyno-Rod and was told that an engineer would visit to fix this between 12 noon and 6 pm today.
However, the engineer called me at 11.30 am as he thought my job was an 8am-6pm callout job, and unfortunately I missed the call. When I called Dyno-Rod back (I spoke to a lady called Sue), I was told that because I had missed the engineer's call, we would have to re-arrange the visit to tomorrow. We now have a priority call arranged between 8 am and 6 pm. As a result I have had to take annual leave, which has meant that I have had to cancel two work appointments,
To add insult to injury, although the engineer kindly called me again later this afternoon, he informed us that at weekends all that can be done is for the leak to be contained (which it currently is) and that any repairs have to be carried out during the week. This was not made clear at the time of the initial call to Dyno-Rod. The whole point of accepting the Sunday appointment was so that we could get the fault repaired without either of us having to take time off work, and this has now turned out to be a pointless waste of time.
I tried to resolve this on Twitter @BritishGasHelp. Anything but, they asked me to DM them with the details, said they'd raised this with the Service Centre, then silence. They've now gone offline till tomorrow.
Find your own suppliers and don't bother with these amateurs. Wish I could give them zero stars as that is what they deserve. I will be looking to cancel our agreement asap.
Rang Homecare, combi boiler, no hot water. Young guy turned up Thursday morning, first not wanting to stay at all because he said the parking spaces in the road were too far away. Fifteen yards. Probably a bit less.
Eventually coaxed him in, but he initially brought no tools, presumably hoping for a quick getaway. Told him we had no hot water and left him to it. Ten minutes later he came down and said we did have hot water but it felt cold because of the ambient ground temperature. The air temperature outside was just above freezing. I have no idea what the ambient ground temperature was but I live in Reading, not Oymykon. The water was in fact running so cold you could not hold your hand under it for more than twenty seconds. I gave him a quizzical look of which Mr. Spock might have been proud. He then told me I was running the taps wrongly and that they should be run at a trickle to get hot water. He would need to return to repair a leak and fit a Pump Priming Diaphragm. Due to my work commitments that needed to be the following Monday.
On Saturday night the entire system failed, no hot water OR heating.
Engineer returned on Monday, this time actually with toolbox in hand. Promising. He asked me how it had been. "Dead." He looked puzzled. Again I left him to it. Half an hour later he came down. We now needed another part which he would bring the next morning, Tuesday. "When that is fitted will it work?" "Yes." "Will we have hot water?" "I told you you had hot water already but you were running the taps wrongly." "Well after you've fixed it tomorrow could you show me how to run the taps?" "It isn't rocket science.", he snapped, clearly irritated. "If you'd have asked me before I met you I would have agreed. I'll tell you what, when it's fixed tomorrow why don't we run a bath and you can get in it." I replied. Our relationship was on a downward slide, and I was facing my third day off work to get the problem fixed.
The next morning he turned up with two other engineers. Not a good sign I thought. After forty minutes or so one of the others came to tell me I needed a powerflush - £705. I was surprised by this because in late 2011 I was told a Magnabooster, with a lifetime guarantee, would solve all my problems for £235, and if I didn't get one I would no longer be covered. Now 14 months later that lifetime guarantee seemed to have been designed for a hamster. He was adamant it needed a powerflush so I reluctantly agreed, despite the strong feeling they had no clue what the problem was, and little interest beyond selling me something. The other engineers left telling me the original guy would now finish up and get the boiler up and running pending the powerflush the next day.
Half an hour later he came down to tell me that he couldn't get it going at all and he'd put a safety label on it. I was livid but kept my counsel. He left.
Two or three minutes later he rang me from his van. The bloke who was due to do the powerflush the next day wanted a parking permit or he wouldn't come. Ah, the old 'Can't park, I'm off." again. I didn't have a visitor permit but pointed out that there were nearly always plenty of spaces. I walked outside and found eight within about 100 yards of my front door.
My friend was still sitting in his van talking on his mobile to the guy who was due to come the next day. By now irritated by the sullen laziness and incompetence of this archaic semi-legal rip off operation I gave them a full and frank explanation of my views. The original guy, who appears so bored by his job and laisse faire he should have climbed in the rear for a snooze, sat impassive. The other guy on the loudspeaker came across as a bolshie On The Buses style "one out, all out" time server.
Upshot, aware this is getting a bit War & Peace, I had my Homecare contract cancelled because I was rude to their staff. The fact they consider this a sanction rather than a favour tells you all you need to know about them.
The next morning a professional independent heating engineer arrived. He identified seven faults, none of which appear on the British Gas documentation, most if not all of which could apparently have been prevented if the first guy knew what he was doing on day one. The system does not need a powerflush it needed a proper Magnabooster. The one fitted by British Gas, for which they charged me £235, is a cheap £20 unit unsuitable for the job. It's gold in colour, about the size of deodorant can. If you have one like that you have been royally ripped off. The boiler needed, amongst other things, a new PCB, a new fan, and the pump was badly corroded, although the system had its annual service just eight weeks ago. None of these faults was identified by any of the three BG engineers.
TL;DR Avoid these clowns under any circumstances. If you have a HomeCare agreement with this amateur outfit, take a leaf out of their book and powerflush it. They are too often lazy, miserable, uncommunicative and incompetent. This is an company in deep trouble. It masquerades as a professional service but it is in fact a selling operation. Think of them as double glazing salesmen, or the bloke who knocks on your door to fix your roof. It's sell, sell, sell. Nothing else matters. They are losing decent engineers and are being left with poorly trained newbies and timeservers who can't get employment elsewhere. Isn't that right, Nigel?
On 30th November 2012, my boiler stopped working and I contacted British Gas to ask about the ONE TIME REPAIR. After a short conversation, sales representative advised me that I would be better of with a one-year contract with one of payment £99 and £21 monthly then after. This would cover PARTS and LABOUR up to £1000.
On 1st December 2012 after a short visit the engineer advised me that I will HAVE TO PAY APPROX £450 FOR PARTS.
After my first complaint this problem magically disappear. LETS TRY THEY MAY PAY?
Regardless on engineers promise that he will change all the faulty parts; he came back with some parts missing. I was informed that he would come again with missing part - this NEVER HAPPENED.
Two weeks later the faulty part (which should be replaced at the first time) stopped working completely.
When I contacted British Gas again I was told that MY POLICY and MY CONTRACT WAS CHANGED and my boiler is not covered. Regardless on confirmation letter that was issued seven days after first visit and signed by Mr Matthew Bateman (Managing Director)
A direct debit was set up and my money was taken.
HOWEVER NOBODY WAS BOTHERED TO INFORM ME AT ALL ABOUT ANY CHANGES.
Again after many arguments with advisors finally another engineer arrived and replaced faulty part.
However after his visit I was advised that my boiler is NOT SAFE and he gone. This means that British Gas LEFT MY PROPERTY AND ALL SURROUNDING NEIGHBORHOOD AT RISK? Not only that British Gas send me an invoice for his 20min work £108.99!!!!! Another complain and I was advised that the Invoice was issued by mistake. Ones again LETS TRY THEY MAY PAY?
I took out boiler cover about 4 years ago mainly as it included an annual landlords safety check. About two years into the contract I had a boiler breakdown. They came out the next day and said that ideally I could do with a new boiler, at about £2800 to £3000. However I could have a new part to 'keep it going' but, guess what, it was not covered by the cover! Anyway, I went ahead and got this done at the 'additional' cost of £150 and the boiler was OK for a further 2 years.
Two months ago I called them to arrange the annual safety check 3 weeks before it was due, but was informed there was a SIX WEEK wait leaving me without a valid certificate for 3 weeks, a punishable offence! As it happens the boiler failed 3 days later and they sent an engineer out the next day and said they would include the safety check and certificate at the same time! Weird or what?
The lady engineer was very pleasant and told me that she had recently completed her training having previously done clerical work. The diagnosis was sludge in the system requiring a powerflush for which British Gas charge over £700. She also said they could fit a Magnaclean filter for another £300, a total of over a £1000! After I picked myself up she said 'to be honest, you are better off getting a regular heating engineer to do it, as they would be much cheaper', and she was dead right. A friend recommended a guy who did the lot for 400 quid, that's a powerflush, a Magnaclean filter and the safety ticket. I cancelled my direct debit with British Gas the next day.
As I see it they have one good point, they come out the next day at the latest if you have a heating problem. The trouble is they want your money in return for doing the bare minimum for it. Anything over and above changing a sensor or tightening a nut ends in you parting with more money. You are better off finding a good heating engineer preferably through recommendation. I have done the sums and it turns out I have paid them almost £1000 in premiums over four years plus, they have either charged me, or tried to charge me, extra whenever they have been called out.
By the way, my new engineer has quoted me £1500 to supply and fit a new boiler, around half of what British Gas wanted two years back. No wonder so many give them such a low rating. Please warn others.
When me and my boyfriend moved into our first home together earlier in the year we decided to take out the British Gas homecare - thank God! We decided on the homecare 400 bundle which covers the heating, boiler, plumbing and home electrics and this is £17.00 per month - we pay by direct debit.
Last month the heating started acting quite weird. It would go really hot and wouldn't turn off and then it wouldn't turn on at all. We beared with it for a few weeks but when the hot water packed up we decided to book an engineer. The first engineer who came out replaced some sort of pump and got the heating/water running. He told us that our boiler was completely safe. We had no reason to doubt him.
After around two days the heating had packed up again, the pipes were vibrating and the taps were humming - it was bizzarre! We called out an engineer again. This was a different guy who after sorting out the heating told me that I was basically imagining the noises. I showed him a recording on my phone of the noise and his reply was 'it'll be the neighbors'. We live in a detatched house.
Nevertheless I gritted my teeth and smiled. Last week it packed up yet again so I rang up and ranted at British Gas - I was totally fed up by this point. They arranged for another engineer to come the next day. He had not been told that our water and heating was broken and arrived with a netbook to 'take a complaint'. I told him I had already complained and that we wanted the water and heating fixing.
After two hours he managed to get the heating going but I was then told that there was a problem with the switchboard which made it dangerous to use the boiler. He fixed it as best he could and ordered the part needed to completely fix it and the next day fitted it. He fitted it then did some safety checks. Turns out the switchboard problem that he'd fixed the day before had already broken and the boiler was unsafe.
To cut a very long story short it took three days and £1,400 to fix the problem. The guy had to order heaps of parts and as our boiler is ten years old he was unable to get them cheap from the manufacturer and instead he had to specially order them. He was clearly annoyed and said that it'd be easier for them to fit a new boiler. Luckly we didn't have to pay a penny.
One week later it is working and we've had no problems. We got there in the end! I feel let down that I was fobbed off for so long though and I suspect that the engineers who told me it was fine did so to save the company a lot of money - who knows?
I had a boiler fitted by British Gas in 2007 and it was maintained by Homecare. In 2011 when I had my property surveyed I was informed that the earthing on the electrics was incorrect and not done to the specifications that it should have been in 2007 and that the pipework was undersized and contrary to the specifications laid down by the manufacturer. On top of this the magatech filter that was supposed to protect the boiler and was part of the contract was not fitted and that it is doubtful that inhibitor was used to protect the system from corrosion. The system needed a powerflush to decontaminated and I am still in dipute with British Gas and the hopeless customer service ''manager called Heather Fletcher who seems to think it is alright to fit a filter five years after I have paid for it and thinks that the performance of my boiler would not be affected by the incorrect pipework. She has offered me £50 in compensation despite holding up my building work for several days due to British Gas homecare having to repair the faults they had failed to notice.
I have created this blog which shows all the problems that this disgusting bunch have caused me as well as showing the poor standard of customer services. It was not a surprise to see British Gas was fined for having such poor customer services.
The site is http://britishgas-complaints.com/my-boiler/ which has pictures and descriptions showing the poor standards that British Gas have been responsible for in my case. They have done many more appalling things including trying to sell my a filter I had already paid for and even tried to claim that they had not fitted the boiler at one point.
Please use somebody other than British Gas if you want a decent service!