Scottishgas Reviews 123

I have home care cover and on the priority list due to health issues I have not got any heating or hot water since 7pm on the 22nd December still no engineer at 12 o’clock on the 23rd December this is a great way off keeping your bills down get home care now what a waste off money

Our central heating broke down 15 hours ago and there is still no sign of an engineer!
Taking into account we live in Scotland and it’s December it’s freezing!!!!
Scottish Gas are a total JOKE! Quick enough taking your hard earned cash for their “Homecare” but they really couldn’t care less!!!
I’m having to stay in bed as I suffer from Asthma, a fact that they are aware of but oblivious, I can’t put electric heaters on as they exasperate asthmatic symptoms.
Another Company full of “Fat Cat” salaries and a sh** attitude toward customers.
Hope you are all comfortable in your centrally heated homes/offices!!!😡

DO NOT GO WITH SCOTTISH GAS. I must be wrong about an electricity SMART METER. Is it not meant to give your energy supplier electricity readings? I am on an EV tariff, so I have 2 rates - Off Peak (midnight to 5am) and Peak. The SMART meter is a mini computer which should report meter readings for usage (yes?) which should be correct providing the clock time is correct….yes?

So my not so smart SMART METER (SM) clock was showing anywhere between 50mins and 2 hours slow, which meant any Off Peak usage from midnight to 2pm was reported as Peak usage (I took a video of the incorrect clock compared to Alexa time and Solar Panel inverter time). Silly me for making the assumption that the SM is Smart. Now after a total of 7 hours of being on the phone and chat lines, 4 new bills generated to correct the error, all of which are even more incorrect and now they are getting the GAS SM reading wrong. Accordingly to Scottish Gas I used 360 units of gas in one day….I live in a house not a whole village! Scottish Gas’s customer service is awful, they pretend they will help you sort out problems but just have no idea, they pretend they understand, don’t fix the problem and generally make it worse. If you are already a customer, switch to Octopus!

And don’t get a new boiler quote….£4000, £2600 is just to have it fitted, whereas the service engineer said it would be a simple replacement. No wonder they report record profits.

Lying engineers - they say I was not in, I was there from 10am until 12.30 for an 11 am appointment. Got a witness to say I was there, appalling behaviour - no apology - now got their awful automated service to deal with! And their complaint department wont take the phone number of the "Service Engineer" responsible for this debacle - they obviously dont care about this incompetent "Business" If I ran mine, like they do, I would have NO customers

Iv no gas/hot water, it’s Fri 27th oct I’m currently in Scotland in middle of storms & they’re leaving me until Monday with no heating! I’m stunned at the lack of customer service! I’m in disbelief! Plz avoid!! Really bad customer service!!

We signed up for gas service and maintenance with British Gas and got booked in for a service. The service engineer said there was a problem with the PCB and then contacted the call centre to get my cover increased and a breakdown engineer arrived within 5 minuets. He advised that it was the heat exchanger that needed to be replaced at a cost of around £500 and British Gas would not take on the contract and a new boiler maybe needed. I contacted vokera who manufactured the boiler and they arranged for cover with Domestic and General. Gas engineer from vokera advised that it was a gas valve and that British Gas has failed to reconnect the PCB and that it was poor work from the British Gas Engineers. British Gas had tried to sell me a new boiler when there was nothing wrong with the existing boiler, tried to rip me off, we already submitted a complaint that has not been answered, if I had not known some gas engineers we may have had to purchase a new boiler, probably do this to vulnerable customers on a daily basis and 0% score for service provided and still waiting on a response to our complaints.

I raised a complaint with British Gas and they have not even had the decency to acknowledge the complaint.

I would like to warn other potential customers that British Gas will try and attempt you to get a new boiler when one is not needed if you can select the best breakdown company as my boiler is now working despite British Gas Engineers condemning the boiler. The parts that they said were faulty did not need replaced and maybe their gas Engineers should get more training on how to diagnose faults or sub-contract work to the manufacturers of the boilers.

My accounts (2) were passed to Scottish gas after Peoples Energy collapsed. It took them 5 and 6 months to sort out my account. By this time the energy prices had gone through the roof and I couldn't get a fixed price deal.
I had numerous calls about why I had to submit reading when I had smart meters. In the end they replaced the gas smart meter (about a year after my account was passed). They did not leave me an energy monitor. I phoned about 4 times asking for one. They eventually told me I wasn't getting one. Another year on I still don't have a monitor. You have to wait for ages to get through on the phone. There is no customer service. Nobody seems to be able to communicate to other departments. They are a nightmare. If I hadn't been so busy I would have moved to another company by now.
I do not recommend them at all.

Scottish Gas live in numpty land. A charge of £50, for a visit by an engineer, who fixed our heating and told us there should be no charge (problem had been caused by power cut I believe), was paid by me, despite engineer saying no charge applicable, as I sensed trouble and did not want my infirm wife being bothered by debt collectors (whom my big dog would stand firm against). See trying to ensure a quiet life. £50 was paid through the Scottish Gas website, accepted and then appeared as British Gas on my banking app. Hey, guess what? Further demands for payment were sent and to reassure my wife who is frail and easily frightened I phoned Scottish Gas, was it Dehli or Deolali, and remonstrated civilly with gas phone rep and sent him by phone a copy of the bank account statement, 16 Feb 2023 British Gas £50. Apparently there were web site problems at that time - so why accept cash you cannot account for then? Now today a further demand for non received payment for £50 from 31/01/23 dated 20/09/23 came in letter box. What can I say? WE HAVE PAID YOU! If you work for Scottish Gas and are embarrassed by this say instead you work as a verruca trimmer or you slaughter chickens with an electric knife to their throat, to avoid the embarrassment of admitting, yes, I work for Gasp, last gasp energy services. Ofgem next, bells and whistles mail! Fine these price gougers, £50 mill a day!

Trying to get power back on for a ‘Move’ technically my Flatmate moved out and the account was in their name and moved their account, fine, I was trying to set up a new account, get the run around, was assured I would not be left without power, I was, for 8 hours, the ‘off grid’ team, horrendous, did not want to help, actually a disgrace to customer service. Eventually an amazing engineer came out to save the day.no account set up though just power returned

Tried again the next day, they refused to admit they even supplied the address, meter’s did not belong to them, a joke.

I work 9-5, highlighted this, “call in your lunch” well I had tried numerous lunch times, wait time is 35 minutes, I get a 30 minute lunch break. Thanks

It’s been two weeks now, an agent in Edinburgh assured me he would call me back as my experience has been abysmal and I ‘shouldn’t have to talk to the out of hours team’ so arranged a date and time…. Still waiting,

Called after 5pm and told to call 9-5 because all the off grid team do is get you power back on, which takes them 8 hours in my experience.

Fridge and freezer of food ruined, the stress was unreal, disgusting way to treat customers.

Credit where credit's due. Spoke.to a lovely woman Nonosikelelo. She dealt with my issue brilliantly! Thank you!

Failed to show up for smart meter installation engineer claimed he couldn't find my house (in suburban Aberdeen) claimed he telephoned me 3 times which was a lie and can be put to proof - I put in a complaint which they refused to resolve and in addition the first complaint handler inadvertently copied me in an email to his boss with an inappropaite comment that belittled me - the team leader refused to escalate my complaint which I wanted to as it now included the behaviours of her and her team instead they closed ranks and refused to deal with the complaint and issued a letter she called a "dead lock" letter which made no sense as they had offered no resolution to dispute and take to arbitration - failed to take the inappropaite remarks seriously and tried to justify this behaviour by an attempt at victim blaming - worst complaint team I have ever dealt with - a law unto them selves. In my case all they needed to do was put a marker on their systems so the engineers would be able to find my house in future - but no not interested a team of poorly trained box tickers with a dreadful attitude to thier customer base - the team leader was particuarly unhelpful and refused to escalate the complaint and the way it was handled - the customer relations team are a law unto them selves that cause issues rather than resolve them and the staff totally unaccountable.

Terrible service - Have had multiple bad interactions with this company, firstly trying to get them to adjust my tariff after moving into a property which was previously used as a business, and secondly with a totally bodged boiler install.

Had a few emergencies which never fixed 1st time then I am billed for further call outs, even though I mention not to generate another invoice. When calling to report this, no-one actually listens to my problem and it then grows arms and legs!! Attitude of engineers who came around 5pm or later is poor! Also trying to log on to the app is an absolute joke, cant get in even when u change ur password!

Good selection of appointment times. Prompt arrival of engineers, and quick solution. This was a case of resetting the autofill/repressurising of the hearing system after a radiator was replaced but as well as efficient they were considerate.

Previous experiences have been the same with engineers caring they got to root of problem of a slow leak in a pipe in the cellar causing the boiler to depressurise (requiring multiple visits) and spending time to implement the fix which was cutting out old dodgy pipe work and reinstating with new. All costs covered.

Sadly I cannot leave 0 stars. My mother passed away last year and her home was sold 26th May 2023. She was in credit on her electricity account, bereavement team told me a cheque would be sent to my home within 10 days. Almost 4 months later I still have no cheque and I have had absolutely zero help from the bereavement team. I have called 24th March 2024, 6 April 2023, 12 April 2023, 20 April 2023, 24 April 2023, 4 May 2023, 16 May 2023, 1 June 2023, 5 June 2023, 23 June 2023. Every time I called to tell them I hadn't received the cheque and every single time I got the same response; that it would be with me within 7-10 days. I am already dealing with the grief of losing my mother and having to call this inferior company constantly and getting no resolution is extremely stressful.

A vacant property being sold. Just standing charges. The smart meter reads show no usage since last August. The sale completes in four weeks. The final direct debit will cover any remaining standing charges so I requested a refund of most of my credit balance. The chimp I spoke with took it upon himself to rebill my account to estimated readings leaving no credit balance. I called through to make a complaint. The agent cut me off. They did call me back - that was something - although they did tell me I had a first generation smart meter, they fitted me a second generation meter last January and have half-hourly readings from it. Shambolic. Money-grasping and zero lack of customer focus or care

Scottish gas, another review, or should I say update.
Not really an update because nothing ever happens. Forth time on Trustpilot's review.
Scottish gas stopped any kind of attempt to get in touch or to apologise or explain why the last appointment that THEY set up never happened, AGAIN. No one turns up and that's it, nothing, no explanation or attempt to set up another from them. It's no use phoning because nobody has a clue what's going on. A lot of people in a lot of departments who play pass the customer. Get a smart meter they say, watch what you use, let us help, WOW.
8 months trying to get a monitor for inside.
EH209BF NO99.

They couldn't set up my direct debit then I kept getting changed from old system to the new system! Then after a left them for another supplier they took 380 quid from my account without even telling me!! Shocking company!

A few days ago we had our annual boiler and heating system check.The Scottish Gas engineer also arranged for a further visit to repair an ongoing issue with a radiator. Another engineer arrived the very next day and spent a number of hours fixing the problem.
I was very impressed by their professional competence and pleasant manner. Wonderful service.

We had been advised that our yearly boiler service was due, so I logged onto the website on the morning of 7 March 2023 to book an appointment. There was a slot available in the 1200 to 1800 window that day, so I booked it. The engineer arrived at our house around 1205pm. Excellent.