British Gas Reviews: Give your feedback

Nick_C

I was with BG for two and a half years, switching to OVO almost three weeks ago when the MSE Cheap Energy Club collective fix came to an end.

BG customer service was terrible. I had an E7 meter, although I was not on an E7 tariff (and didn't want to be), and they had my day and night readings the wrong way round. Couldn't get them to correct it, they wouldn't replace my meter with a single tariff meter without charging me, and wouldn't change it to a smart meter because it was an E7 meter.

Switched to OVO less than three weeks ago. Logged on to the OVO app late last night and it asked me if I wanted smart meters. I said yes. Got an appointment for this afternoon! Engineer finished the job half an hour ago. Brilliant customer service from OVO.

British Gas - learn from your competitors if you wish to survive!

BusyBarbara22

I did the collective switch from B Gas to Ovo too.
B Gas confused matters by sending me notice of tariff changes quoting the wrong current prices, and separately sending emails updating dd payments as if I wasn't switching.
We gave meter readings on switch day and a few days later the gas statement appeared.
Three weeks later nothing about elec. Phoned, told that the meter reading didn't agree with their reading from the third party supplier (=smart meter?) so nothing had happened. (Couldn't tell me what would have happened eventually).
Gave them readings verbally over phone, call handler told me that she'd finalised the statement and we'd get the credit paid back to us next week.
Two days later email says latest statement is online- previous statement has vanished. Charges calculations are correct on the statement but the tariff info quoted is wrong.
Just waiting to see if the repayment arrives.
Disappointed that the smart meter installed 6 months ago has been killed off completely. Would have been useful to continue to monitor usage - BG obviously only concerned about using it to bill us, not to save energy.
I will contact OVO for a new one. OVO feedback - so far so good but early days.

BusyBarbara22

OVO- hard to find info on website about smart meters - found it in FAQ. No appointments currently available in our area - will contact us.

PixelPound

Unlike many posters, I seem to have had a decent experience with BG. I joined last year as part of the collectivefix and on the 2 times I have phoned them got my question answered. I've moved away after the fix finished, my final gas bill was given within 72 hours and the final elect, just yesterday. I had a small credit given back at end of the annual review and another one due now. The final bills have had the correct manual adjustment since my switch day was after the collective finished.

Coolman

Hi ive been with sainsburys /british gas for 5 years now paying adjustments every six month s to coincide with bill increases had a meter change 18 months ago as existing was faulty .Received a notification from the bank to say i was overdrawn because British gas took £1150 wihout notifying us i then rang them up to be told we owed £6000 in arears how do i stand on this.???

Cardew

Coolman wrote: »

Hi ive been with sainsburys /british gas for 5 years now paying adjustments every six month s to coincide with bill increases had a meter change 18 months ago as existing was faulty .Received a notification from the bank to say i was overdrawn because British gas took £1150 wihout notifying us i then rang them up to be told we owed £6000 in arears how do i stand on this.???

Have you been told in writing that the meter was faulty.

Often the reason for huge bills like yours is that the original gas meter was an Imperial meter(which measures in cubic feet) and you were charged on the basis of a Metric meter. This means that for every 1,000kWh for which you paid, you should have paid for 2,830kWh.

Other reasons could be the meter was broken/tampered/bypassed.

Under the Direct Debit Guarantee an energy company must notify you in advance if they are intending to take more than the usual monthly DD. With BG this is normally a note at the bottom of the bill and not immediately apparent.

If you really don't know the reason for your debt, I suggest you submit a formal complaint in writing asking for detailed reasons and bills.

Robin9

Coolman - there's more to this than you are telling us. Debts of £6000 do not arise overnight.

Can you post a copy of your last bill please - blank out the personal info.

gramm9x

Moved to British Gas through energy club couple of years ago then moved to EDF in the last few months, BG final bill £229, not happy with this but arrange to pay £19 up front and 7 x £30 payments to clear dept. Found out BG didn't process payment plan and now handed the dept to a collection agency?? Totally disgusted with this company, I've called and tried to find out what happened to the plan and just get appollogies that mean nothing. They admitted it was their fault the plan wasn't set up correct and if I pay something today 12th Dec 17 they will call me tomorrow 13th Dec to sort the plan and retract the dept from agency. No call received! I called and spoke to another CUSTOMER SERVICE , I use the word loosely. She's telling me she has no record of the payment plan?? So one day before so sorry, gives your money. Next day we know nothing, gives your money.
Disgrace of a company and shouldn't be allowed to use the word British in its name.
Now I've paid another £30 and my new plan is to start January 18 3 x £60 payments, I agreed this just to get away from this mob. They get away with treating people like mugs and I wouldn't go near them again, as I said before DISGRACE OF A COMPANY, DISGRACFUL CUSTOMER SERVICE

[Deleted User]

Surely you would have been calling up on a monthly basis to make payments, or had DD's leaving your account for the amounts agreed.

Also I assume you were paying estimated bills, which is why you got hit with a high final bill.

The onus is partly on you for this to make sure the payments are being made and you were submitting meter readings monthly for more accurate bills.

No one here has been treated like a "mug"

bdba13

took up bg homecare, engineer serviced boiler gave A rating, looked in loft mentioned that the flue at the back of the loft should have a guard but was ok for now (only been there 8 years) today got a letter from bg, sorry your homecare cancelled, when I phoned, eventually told because flue is dangerous.Engineer did not have the guts to tell me to my face. what a !!!!!!!! found 10 more cover sites on MSE website