Bord Gais Energy Ltd Reviews (2/5)

On the phone waiting for my call to be answered for 1 hour. I got through to an electric side agent and told her I would like to renew my electricity and gas. She went on hold for 5 min, then told me she needed to transfer me to gas department... I'm currently on the phone for nearly 100 minutes, and I think noone will answer and I'm likely going to have to hang up and start this again. Why have a gas or electricity department.. have 1 main department to deal with BOTH electricity and gas. Hire more staff so customers dont spend all day on hold, or better allow customers to renew easily online.

I had the most positive experience with Bord Gáis Energy. I was SO lucky to get the most wonderful agent on the phone. Her Name is Donna Devlin. I will never forget her kindness to me. She explained everything to me in the most patient and kind manner. I honestly couldn't say enough good things about her. Bord Gáis treasure this employee, she's just wonderful. I don't know if Donna will see this review, but I would love someone to bring it to her attention. Thank you Donna for your kindness to me an d empathy when I cried. Kindest regards for the future.

Go with literally anyone else. Take 2 hours to answer the phone and we were hung up on when the agent didnt know what do do. The cant move your meter until you're with them 10 days, conveniently longer than the cooling off period. Shady business practice in need of investigation. Avoid!

I have been trying from 3weeks to make a booking for my free hive installation after signing new contract. I have been cheated to believe that i can install only one hive zone. Finally it was sorted after my complaint so I rang last week to make a booking for installation, unfortunately I was told that there were technical issues with my account and that someone will ring me the same day in the afternoon. No one called me back for one week. Today I tried again after one week, the same story- technical problems. I feel like I'm being treated unfairly, especially that i spent about one hour on my calls already and still nothing sorted , their customer service must be a big joke. Very disappointed !!!

Fantastic customer service namely Kathleen from the moment I told her about my bill which I was finding difficult to pay she immediately put my mind and worries at rest and put an easy plan into action. I felt as if I had gained a new friend she listened and took her time and showed empathy which is sadly lacking in some services. Kathleen should be the rulebook of Bord Gais.

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!!

Only wanted to pay a bill and get asked personal questions by a very judgemental person called Cassie. Then asked me to fill out a questionnaire about customer service 😂I will look forward to the call from your manager I requested.

Get ready to be fobbed off by Customer Service agents. No-one wants to act, they just want you off the phone and speaking to someone else. I've been directed by CS agents to the Bord Gais website (where I cannot order the Hive + Service bundle), as well as the 'info@bordgais' email address (no response). Spent hours on the phone as they spoke with managers and have been trying to get this sorted for a month. Useless.

Disgraceful company. I had planned on switching to them for gas and electricity but got a better deal with Energia so I rang and cancelled with them (which is my right to do) within a day but they still took the direct debit for the gas €130 for 2 months so €260 in total. When I rang they told me the cancellation had not been processed properly and I have to wait 12 days for my refund, money they had no business taking in the first place. They don't deserve even 1 star but I had to give it in order to write a review..

Held an electricy and gas account with Bord Gais energy. I submitted accurate opening readings and closing readings. A few days later I then received an estimated bill twice the price it should be. Discussed this with a support agent on live chat and expected a simple resolution as they issued me an accurate bill by post and an inaccurate one by email. Nope... I was asked to submit date stamped readings despite them already submitting these readings. Just a scam from an energy company at a time where they are profiteering to an obscene level. Won't ever consider choosing them for either gas or electricity in the future.

Highly recommend Boardgas very efficient app and services.

Bord Gais have reached peak incompetency levels. If I could give zero stars I would. I bought a house in January and previous owner had electric and gas with Bord Gais but on a pre-pay meter. I tried to set up a new account online with direct debit billing to avail of an introductory offer but the system wouldn’t let me and I had to call. First call - person needed to speak to supervisor but would call me back (never happened) but they can’t give me the online rate and it’s now a lower discount. Second Call - took all the details but computer issue meant they’d process it later (never happened) Third Call - got someone who said I needed to write to collections as previous owner was ”credit locked” - did that and after proving my proof of ownership the account was unlocked after another couple of calls. 6th call - transferred to 3 different reps as each one has a system crash in progressive order. 7th call - it’s been 10 days and my new account isn’t set up and pay as you go Meter is making noise about low credit so I call them and add credit with my bank card over the phone while they’re still trying to set up account. 8th call - still a problem so I give up on them. I sign up with Electric Ireland and everything is sorted online immediately. I get a bill with a small amount of credit from Bord Gais to account for the meter I topped up but I need to call them to get the refund. I call them but they say they can’t give me the refund as the account was never set up in the first place and they will record a complaint in system I’ve never experienced such pure incompetence in all my life. Staff aren’t trained, Management don’t care, and systems are ridiculous Avoid at all costs it you plan on being a new customer.

Why don't government sue this type of companies I don't know. Initially they come at your door beg Infront of you to take their plan and once you take Thier plan nothing is according to that. When we complain about what we told about the plan, then they say there is nothing in their hand that they can do. From the customer service a guy named Michael was very very rude to us when we asked why you haven't included the 200 credits given by government. From your accent they get to know that you are Indian and then start behaving resist with you. Seriously go with any other company than board gas believe me you will have great mental peace and end up saving loads of money.

Shocking company to deal with, Took €510 from our account in error. Keep promising to call back to sort and never do. Also, will not send you breakdown of bill to explain fees. Company policy is to take 5 working days to refund money that they took in error. Avoid.

Left country off fuse still high bill Nobody returned or spoke to me about my meter readings I submitted Price for 2 bed apartment mom dad baby This is crazy , the bills don’t add up and I have a discounted package This energy fuel is a hoax Your out working and not using but screwed in value … is it illegal to be alive ??? Pay 40% plus in tax and get screwed in every angle ??? Hardship plans you need have no money in your account for you to pay the bill later … there needs to be change quick!!!!!!!!!!!!

Received a text to say I was owed money on a closed account. Called the number and spoke to someone in India, she said wrong department and transferred to someone in another country, they also said wrong department and transferred me to another line in Ireland. This person told me the original number was the correct number and to call them. Each call was 20 mins wait time. Horrible experience.

1 star customer service deserves a 1 star review, although prior to this they were pretty good. Told I had to call Gas Networks Ireland and ESB to get the G/MPRN, even though the account is currently with Bord Gais. Clearly not that interested in new business but would rather get you off the phone. 4.11.21 19:30

The worst gas provider. Charged dramatically over the use. They charge customers just based on their own assumption. They steal money from your pocket without your acknowledgement. I strongly advise everyone not to choose Bord Gais Energy.

Terrible customer service ever, the bill wasn't provided on time, you even need to remind them sent you the bill. After 4 months later finally got the first bill and the meters was very inaccurate. Even provided the meters pictures that when switching to them, the customer service is not going to fix the issue. DO NOT register with them, they can use whatever meters they want to charge you, even you provided the real meters reading. It's a ridiculous and greedy company.

Gas boiler service. Easy and to book it and you know it will be done right.