Scottishgas Reviews 123

Bought a BRAND NEW house in April. Told the whole estate is with Scottish Gas. Try to get sorted with Direct Debit and plan. then a bill comes in with an estimated gas reading, and an actual read electric reading. call to find out why the gas is estimated and get a whole pile of idiotic, nonsensical drivel which I told them was utter rubbish. then they said my smart meter is the old type and needs replacing? its a brand new house built late 23/early 24. I suggested to the call handler they would do better to not just spout rubbish rather than make a sensible suggestion. They say they will raise my complaint and respond. Then every week I get an email from them asking if they can close my complaint. I told them NO, you haven't done anything. Fast forward a couple of weeks and i get a call from another partial English speaker telling me they are closing my complaint and moving me back the the old billing system for them to fix it.
This week I have received my 3 month bill with a correct electric reading from the smart meter, but a stupid, over the top estimated reading on my gas. I HAVE PAID IT AS THE TARIFF IS GOING UP, SO I HAVE SAVED ON THE UNUSED GAS I'VE PAID FOR!
But still no resolution or working gas smart meter. utterly useless, clueless untrained staff answering calls or communication on the live chat feature and clearly nothing being fed back up the line to resolve anything.
But the profits just flow and they don't care.

I received a phone call from Scottish gas offering electricity pricing. I was due to renew, never been with them before, and the price was ok so went with it.
That day, 9 September 2024, got an email to say I’d be moving to them from my current company on 28 September.
That day came and went.
Monday 30 September I tried to contact them, and did eventually get through, to find out if I had switched.
Indeed I had.
I had not been advised, not even a little email to confirm.
I was told paperwork was in the post, that was 30 September and I’m still waiting. Was told on 9 September I would be signed up for the cheap Sunday electricity and I had not been.
I have NO access to an online account. Says there’s not one available yet.
I have NO idea what meter reading was used.
It’s all a BIG BLACK HOLE OF NO INFORMATION.
very disappointed and unsatisfactory.
Obviously don’t care about customers, new ones at least.

Today I tried to cancel my homecare as I believe it’s too expensive. I have to phone up to do that. Apparently I’m in a queue which could take 30 minutes by which time the office is closed. I tried talking to someone online who just kept me waiting. Finally I send a WhatsApp message but apparently it could take hours to get back to me. All this to cancel something. The system needs improving.

Trying to get in touch is almost impossible, waited 20mins on phone only to be redirect for another lengthy wait and gave up after ten minutes, then tried their chat which was just as frustrating when all I wanted was to give my direct debit details they wanted a photo of my meter sent, afraid that was the last straw, I think I will take advantage of my 14 day cooling off period ( that is if I can get in touch to cancel)

Was given no choice to use scottish gas when I moved into my new house 2 years ago they where a disaster from day 1 sensing me bills from the people who lived in my house before refusing to belive my meter readings ext then sending me bill for thousands of pounds finally after dozens of calls and emails I was £700 in credit of which I got £100 pound back jumped Ship to another company monthly bill went from £180 to £100 a month shows ho2 much they steal from you there billing software does not work the need to a Police investigation into there billing

If I could give 0 stars I would. The most unprofessional company. Failed to send notifications of renewal quotes and increased Homecare cover by more than 40%, despite no repairs or a boiler check being carried out. Not the first time I’ve had issues. Avoid, avoid, Avoid.

Have never been with company and recently gained access to cred file to discover 2 defaults with this company. 4 phone calls later having been assured that this would be removed from my credit file and I have received a bill dated 2015 with estimated readings on it. Atrocious service in trying to get this resolved. Not happy, very stressed as work nightshift and should be sleeping for work but having to call Scottish/British Gas to try and resolve. Waiting on yet another call from someone there to resolve. Last callback from Nande did not happen. Shocked that big industries like this affect our wellbeing and credit ratings. Disgusted.

Phoned 17/07/24 to cancel homecare.

Was charged cancelling fee then.

They then gave me a credit .

They then sent letter no money due.

They then sent me text saying I owned them money.

After ages on the phone they admitted someone hit The wrong button.

Now with octopus. Far better.

Never again Scottish gas

Scottish Gas's service is in the toilet. Have a homecare plan, got a leak, waited in all day yesterday, no one turned up, when I called to ask where they were, the engineer said they had been and gone and they have shut the case, they are a disgrace, not the first time their engineers have done that... Then they tell me they have reopened the case and someone will be there before 1pm today, once again, not done.... In summary, do not take any service from Scottish Gas

After my mum passed away last year , I took over her accounts. Scottish gas decided to move my mums account over to a new billing system. Making up meter readings as actual NOT estimate which were way out , as house was lying empty and nothing is being used. Have contacted them 9 times since January trying to get an actual bills instead of the well inflated bills which if I pay I will never see a refund. Now I have been told I have been forwarded to a debt collection agency. IF THEY SEND ME THE RIGHT INVOICES I WILL PAY THEM !!!!!!

Wish I could give negative stars - would be at least 5 if I could!! Dreadyl customer service from "people" (I think robots!) who cannot speak English and who converse in set texts. Have had issues since their "new" billing system was brought in last year culminating this month. To avoid a complete breakdown of my already poor mental health I paid the account having being threatened with debt collectors. What a way to treat a vulnerable disabled customer!!

The website is absolutely useless...

3 visits from DynoRod their "expert" division for a leaking radiator. Soaking carpet. Still not fixed. In the past Scottish Gas replaced valves. Obviously not an option with DynoRod. After second visit we said we didn't want DynoRod back but told had to be them. Purs us off staying with them

Zero stars would be a better option.
Still waiting to resolve a complaint that I requested to be dealt with urgently. Here’s hoping. Dreadful customer service and quite hard to fully comprehend anyone I have spoken with.

They walked up to my house door didn't knock and ran away when they were to service our boiler

Since the start of my account it was set up wrong billing me for my neighbours usage, I have had nothing but issues with British Gas. Since changing the billing system they cannot tell me what my usage is because they cannot take meter readings. WHY do I have a smart meter? Is that not what they are for? So the energy companies can get accurate readings? This has caused me to receive estimated bills, I cancelled my direct debit due to this which will go against my credit rating because the company is so incompetent! Appalling customer service as no one on the phone has any idea how to fix it!

One star is too generous for this awful company. Been in dispute since April 2023 and still not resolved!!
Not one person has any common knowledge and staff are rude, called me a liar, have ignored photos of my meter readings even told me to go and take photos of a meter to a house I no longer own!! This is actually making me ill but I’m not backing down from the truth- wish me luck!

Thieves and shiesters

After months off issues with a crossed meter and loads of calls and complaints Scottish gas where to send me 2 cheques for refund and a gesture of goodwill totalling at £80 and £70.

The £80 cheque was sent to the wrong address but my neighbour handed me it the second cheque never turned up at all.

Contacted Scottish gas several times and each time they have refused to help us.

Horrific service and impossible to speak to an English speaker on this island to help with the problem it's all folk with broken English who don't understand

We have been trying to get an accurate energy bill from Scottish Gas since joining them in 2021. Finally after moving to Octopus Energy in Sept 23 Scottish gas have decided to try to get our final bill sorted. It’s an ongoing nightmare! We’ve been paying by DD the entire time we been with them, have sent monthly readings including photos of the meters and not once have they used the readings - just continue to estimate. They just send nonsensical bills with adjustments including no explanation about the adjustments. They now say we owe them £2700 (bill only received after asking them for over 2 years and probably also a prompt from Octopus - within a couple of days of receiving the so called final bill they are now threatening to send to debt collectors despite the fact we’re in dispute.) so stressful and frustrating. Now in the hands of Energy ombudsman and Citizens Advice. Also going to report to BBC Watchdog and Martin Lewis

Do not touch them!!

As a customer who's always made payment on time even through the cost of living. My situation is unfortunately unable to work. I was promised
Guaranteed credit back!! You Even took my card details.
This has been promised since December 2023. I did receive my refund and an apology. Due to the amount of no calls back. It's Abhorrent.

I still wish to take this forward but again no reply. A sorry and ticking off is not of Merritt. I have the agent's name and correspondence from last year. Do I publish this to make things more clearer ?

On the good side. Most of call agents are excellent.