British Gas complaint help

benjo

Im having a right old time of it with BG, my complaint stems from multiple missed appointments over the last two years.

I have gas, elec and homecare 400 with them and over a period of two years they

Made an appointment to change the meter..... failed to attend with no notice.

Made another appointment to change the meter..... failed to attend, engineer rang me at 7pm on the friday evening before the tuesday appointment to say he was on holiday and his office should have known that when they booked the appointment.

Failed to attend a blocked drain - just didnt attend then claimed they had no record of my call since it was diverted to South African call centre.

Following a burst pipe finally attended after 12 days - they were busy.

Booked my annual service, giving them 1 months notice, the night before the service they rang and cancelled - busy with emergencies said I could rebook, but no appointments available for another 5 weeks.

Soooooooo, I complained using their online form on 17th May, got an email saying they will respond in 7 days - nothing.

I complained again using their online form on 25th May, again email saying they would respond within 7 days - nothing.

Then I phoned and complained, I was told they had no record of either original complaints and but they would pass this complaint to their complaints department and someone would email me within 3 working days - that was last wednesday - NOTHING.

Yesterday I rang for emergency plumber sink waste leaking, they offered to attend that day - rang within 30 minutes to say they were too busy and would come in the morning (today) - NOTHING!!!!!!!!!!

It makes me want to howl at the moon :mad::mad::mad:

Does anyone know the name and address of someone at BG who might be inclinced to respond to my complaint - honestly I dont have much faith in the complaints department and I dont think I can contact the ombudsman yet can I?

Many thanks for reading this and taking time to respond.

British_Gas

Hi there

If you could email me your name and either your account number or your address to [EMAIL="PAYGE_MSE_contact@britishgas.co.uk"]PAYGE_MSE_contact@britishgas.co.uk[/EMAIL] then I'll have a look into this for you and arrange for the appropriate people to deal with it.

Thanks

benjo

Hello British Gas representative, I will indeed let you have my email address and details via pm and appreciate your offer to direct my complaint to the right people.

However for those who might be interested I will post a quick update here.

The British Gas Dyno engineer came this afternoon to fix the leaking waste pipe from the sink and said he wouldnt be able to fix it since the waste pipe was non standard sized (his words) and so wasnt covered by the homecare 400 agreement - although for the life of me I dont see pipe size mentioned in any of the exclusions.

He did kindly offer to let me source my own materials and then suggested I contact Dyno who would fit the pipe at a cost - with a bit of discount.

"5.15 Spare parts
If our engineer does not carry the spare
parts your repair work needs on the
day, we use a central stock of 30,000
parts. This means we can get hold of
most items the following working day.
Otherwise, we will do all we reasonably
can to find and install parts from our
approved suppliers. We may use other
approved parts or parts that have
been reconditioned by the original
manufacturer."

Soooooooo I phoned BG, and the nice lady spent ages on hold to Dyno trying to find out why it wasnt covered, long story short, Dyno call centre in South Africa called back and told me to ring my local Dyno office tomorrow and 'you should explain to the area manager why you think the pipe should be covered' - ok says I, what is his name? she doesnt know, just ring and ask for the manager.

It does make me think though that it isnt me who should be ringing Dyno - since it isnt Dyno that I have a contract with, am I wrong?

benjo

Well I rang the Dyno local office this morning and asked for the area manager.

The office manager said there was no area manager based in this office and that I should ring BG. Told her I already rang BG who got Dyno South Africa to ring and it was them who advised ringing this office number.

Lady spoke to the engineer and rang me back, advised that because the pipe wasnt a standard size that meant they didnt carry the stock and therefore it was excluded from the policy as being a design fault - end of.

I asked for the sake of completeness for the name of the area manager - no you cant have his name, he doesnt deal with complaints from customers you have to ring BG.

I suspect if/when I ring BG that they will transfer me to Dyno again.

Confused_Consumer_3

Hi i seem to be having a similar problem. I have a multiple complaint ongoing with British Gas. One of the problems being missed appointments (three in total) for an annual boiler check. After first being offered money by one Department another part of the organisation has now told me that British Gas Services (ie homecare etc) dont have to give compensation its on their discretion and that this has been checked with their legal team. Its only British Gas Fuel that has to offer compensation. Is this correct ?

macman

Suggest you check the T&C's of your agreement covering missed appointments.

C_Mababejive

If you are not happy,maybe you need to vote with your feet?

ihateyes

Confused_Consumer wrote: »

Hi i seem to be having a similar problem. I have a multiple complaint ongoing with British Gas. One of the problems being missed appointments (three in total) for an annual boiler check. After first being offered money by one Department another part of the organisation has now told me that British Gas Services (ie homecare etc) dont have to give compensation its on their discretion and that this has been checked with their legal team. Its only British Gas Fuel that has to offer compensation. Is this correct ?

that is correct.... no where in the t&c's does it state they will compensate for missed appts....
which is gair enough for one or two imo.... my reasoning for this is BG dont charge when customers arent home whn the enginers call..

on the other hand thre are companies that charge upto £60 if an appt is cancelled within 24hrs or if no one is at home when the engineer calls.

cing0

Confused_Consumer wrote: »

Its only British Gas Fuel that has to offer compensation. Is this correct ?

No, Its actually who you complain to that determines the level of compensation. For example, I know of a case of someone who got £200+ worth of home care for receiving unsolicited fuel sales calls.
PM me if you want an email address at British Gas which will do the above.

bengasman

If you are that unhappy, why don't you just cancel them? Thousands of other companies out there.