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Review summary
Bord Gáis Energy has mixed reviews from customers. Customers particularly appreciate service and professional, though some mention concerns about customer service and communication.
I have had an outstanding complaint unresloved since November 2024
I have had an outstanding complaint since November 2024. In the 1 year 1 was issued with two very large bills over 1k each time (I live in a 1 bed apartment and work in the office for reference) so this just did not make sense to me. The issue is still on going, that bill was suppose to be frozen until the issue was resolved but as of last week I am now down 1k as the amount was taken from my bank. I have found it very difficult or at all possible to get updates on this situation from the complaint team. the Customer service operators have tired their best to help but as there is no direct contact to the complaint team this issue is just causing unnecessary stress and anxiety.
Call out organised for meter connection. Apparently, was cancelled by the networks.
Spent one hour trying to sort out.
People did not know their job at all. Total incompetence.
I have recently contacted them 1 month in advance to close my account. They asked me to do it on the day I leave which I did. they stalled the cancellation asking for unnecessary documents for 21 days and then charged me for these 21 days while I was out of the apartment!
Very poor support and unprofessional move for a company like this.
If I could give zero stars I would.
With board Gáis for electricity and gas for more then 4 years. I moved out from the property I was renting and revived a bill for an extortionate amount of money because they had been estimating my bill for over 3 years! They didn’t bother to send anyone out to read the meter.
Awful attitude from their customer service representatives when I did call to complain.
I got the same issue, where i pay my bills on time no issue, now they send me a bill of 2000 euro and saying that this was from last year as it was an estimated bill where they took their reading.
Stay away from them, i am going to change my provider for sure. They are not trustworthy
CHECK YOUR NIGHT UNITS!!!! DEPOSIT CHARGED AS UNITS
CHECK YOUR NIGHT UNITS!!!!
My Night Units went up 254% last bill (march 2021) and the very same happened in March 2020. When I called Customer service last year I was lucky enough to talk to a person that actually helped me and found out that a DEPOSIT was being charged but the DEPOSIT WAS NOT LISTED on the bill, they just increased the Night Units from 659 (Jan 2020) to incredible 2,973 (march 2020). In the end I got a refund of 300 eur on my bill.
After a year my Night Unit March bill went to 2,252 comparing to 916 in Jan 2021. They say that it's because it's estimated but they read the meters every second bill and my Night Units ACTUAL READING in Nov 2020 was 778 and in Jul 2020 was 666.
I called customer services and they said that it is the real units and even told me that I might buy a electric car. WHAT? I don't even have a car. I live in a small apartment with 2 bedrooms, one of my heating is not working, my husband and I hate heaters because it dries the air and we get sick, so we use it to the minimum. Anyways, we haven't got any new device/vehicle that would reason this absurd increase in the Night Units but ANOTHER DEPOSIT and year after they tried to charge me would make a lot of sense.
I read on their website that they might charge 200 eur deposit if you are not signed up for Direct Debit. I'm fine to pay for a deposit as long as I will be refunded in the future and if I know what I'm paying. Increasing my usage seems like they are trying to get money from me.
I have open a complaint, contacted CCPC and will contact CPU if needed. Go after your rights guys and check your bills every time you pay it
MINUS 5 STARS!!!! Totally and utterly incompetent. My bill was paid each month through direct debit and I never missed a payment. Then one month I received a massive bill. When I called them to question them I was told that my bills had been estimated for a number of months and I owed them €466! As I was unable to pay that amount in one go we agreed a payment plan which I would have it all paid within 10 weeks. I made my weekly payments but was called 6 weeks before the final payment date by them looking for payment in full which I told them I could not pay. My next bill arrived €371 as three of my payments had not been deducted from the total, this resulted in the payment being rejected by my bank resulting in €10 charge. I called again to question this and after taking 4 days to "look into it" they agreed that there was an error on their side, but another charge of €371 was taken from my bank account a few days later. Another phone call and emailing proof of the error and waiting to hear back, but I heard nothing. I then checked my account to see it was in credit of €183 so I called again and requested my refund minus whatever units had been used since my last bill. I told them I was changing provider and was informed that I would have to pay €50 as I was still in contract, I asked if they could waive this charge as an act of good will after all the trouble I had and was told they would call me back on Monday and by Tuesday evening I had heard nothing and had to call them again At this point I requested to speak to a manager and was told I could but the same customer service agent just left me on hold again and came back telling me they could not waive the charge, using the excuse that I had signed up online through another agency so they could not refund. At this point I was so sick of them and so instead of getting any more stressed and spending even more money on phone calls I said just take the €50 and refund me the balance. I then changed to Energia (who are brilliant) and two days later I received a welcome email from Bord Gais!! Yet again I had to call. More time on hold. Then was told to disregard the email. I asked again about my refund and was told that when I get my final bill I am to call them AGAIN to get my refund. Should have this in the next 5 days or so. and so the saga continues. My advice is to STAY AWAY FROM BORD GAIS!!
If i could give 0 stars, i would. Every month i pay my bill on the due date and the company never register my payments! With the bill alredy paid, they keep calling me and sending letters disturbing me to pay the bill. Is the fourth month that i receive a Final Notice for Disconnection with the bill alredy paid. This is very stressful! I need to email them every month with the payment receipt so they can stop bothering me...
If I could give 0 stars I would, constantly harassed if bill goes a few days over, getting calls at least once a week wanting the full amount even though next bill wasn’t due for another 7 weeks, I always had paid before next bill would arrive, if you call back they won’t talk to you if they think you are driving... which I was using hands free which isn’t illegal. Reps giving cheek back to you when you say not to be calling that the bill will be paid. With electric Ireland now absolutely love being with them, no harassment like with these shower. Stay well away!!!
Only gave 1 star as there was no option for zero stars. Anyway with this company and they are horrible to deal with, pathetic customer service. Basically my bill keeps going up and up and they are taking unlawful amounts from my bank without permission. They are ment to correspond with me about this..they say they text but never have. Spoke to an on line agent Becky who was so disrespectful and so ignorant, she made my mind up for me to switch companies which I'm in the process of doing thank god. Horrible company. Do not go to bord gais. Scam artists.
4 years I have been with this company, both for gas and electricity to receive an affinity discount.
Each year a customer representative called to offer a new and better affinity discount bar last year (2020).
I got a very expensive bill right before Christmas and upon further inspection of my bill, they had taken my affinity discount off my account. Right before Christmas and during a pandemic, absolutely no shame!! Appalling behaviour.
I emailed the complaints department (Ellen) who admitted that someone from their customer service department should have gotten into contact about a better affinity discount, they admitted it was a mistake on their end.
Ellen, the customer complaints agent, said that she would give me the new discount after I paid my gigantic bill. I cut off my direct debit and told her I would not pay it until a discount is applied to it or I would switch providers and not pay the bill at all.. you either want me as a customer or not??
Straight away she offered to reinstate my affinity discount to the outstanding bill and any bills going forward. However, after looking at their website, they offer a higher discount to new customers? What ever happened to customer retention??
A customer representative called a few days later to ask for permission to reinstate my direct debit, which he said he would do. He didn't.
I received an email that my direct debit failed and that I had an outstanding charge.
I emailed Ellen again, very annoyed at this point, and explained what happened and she claimed that she would follow up with the agent in question.
Whilst she did that, I paid for my bill manually online.
Ellen then proceeded to lie and tell me that my bill has been paid and that the customer agent had set up my direct debit, blatantly lying as I had paid for it myself, which I told her in an email which was included in an email with my response to which she ignored completely.
The next month I get another email to say my direct debit has not gone through. Once again, I contacted customer service to explain that the customer agent said he would reinstate the direct debit and never did
Once again, my email was completely ignored.
Not only did this company try and scam me out of a lot of money but they are liars and are incompetent to do their jobs, especially Ellen, who is supposed to be in charge of the complaints department, who through my experience does not care about customer resolutions whatsoever.
The only thing they care about is gaining new customers, customer retention is not their priority. A bunch of incompetent, unhelpful scammers.
Will not be renewing my contract at the end of the year and will advise friends and family to do the same.
STAY AWAY FROM THIS COMPANY!!
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