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Greetings all,
Right due to Chris Jansen the CEO of British Gas giving is email to Sky News and inviting customers to complain to him if they did not agree with the latest Price increases I decided to take him up on that offer due to not getting a response from there customer services on another complaint regarding door step salesmen.
Those emails are as follows:
Dear Mr Jansen,
Firstly thank you for releasing your email address on sky news because there are not many CEO's that will do that and it is wrong if a customer cannot get a complaint sorted via the usual channels then it should go to the top tier to be resolved.
Now I am a relatively new customer of yours have switched from southern having rejected there last price increase.
I came to via a door step saleman and never again will I use that method as all they have in there minds is bonus and not the customers best interests do I blame them though not really as they are taught the spill from higher up.
You latest price increases anounced today are obseen to say the least now you are going to ask why so I will give you the answer.
Those increases do not reflect the RPI price index hell not even the CPI price index indeed they just seem to be thrown out of a hat.
Increasing the price to the customer is the easy option, what you should be doing given the difficulties this nation is facing is to negotiate with your suppliers to keep prices as low as possible, however that option must be too hard for your company.
I am absolutly livid because I moved from one energy supplier because of this and now a few months down the line I am no better off.
Now more about me and my family and you door salesman, when he called I made it clear to him and showed him the evidence that I had a stroke although with my gait and limp it was obvious that I was disabled and do not work because off.
Our mum who my wife cares for and also lives here with us is a pensioner and disabled indeed her stairlift was right in front of your salesman when he called.
So not hard to work out to the average person although as your saleman was a money grabber and thought of only himself and not what we said I am surprised that he did not notice.
I made it very clear to him that if we were to move it had to be on the essentails tariff imagine my surprise and outrage when the first bill came and we hade been charged the most expensive standard tariff.
We are still on this tariff as calls to your company has brought no change.
I am in the process to make a complaint to OFGEM, however the nice bloke I am will give you the CEO one last chance to sort this mess out.
You have 14 days failing that a complaint to OFGEM will be made, I strongly suggest you get you backside in gear as I am fed up with being ripped off.
Sorry if this email comes across hard, but that is my feelings coming across.
We cannot afford anymore price increases as we do not get pay rises like you as we are on a fixed income.
Regards
On 9 July 2011 08:18, Jansen, Chris <chris.jansen@britishgas.co.uk> wrote:
Dear Mr Carter,
Very sorry that you are on the wrong tariff – that is wrong of us.
We will correct this. I have copied in my team in Cardiff who will take care of this.
Thank you for the feedback,
Chris
Dear Mr Jansen,
Thank you for your early reply, and I apologize for the tone of my first email however as your rightly guessed I was becoming extremely frustrated at the service I was getting which fell short of first class.
First class service has to be expected from such a major player in the energy businesses.
I hear that SSE is dropping its doorstep selling method, I certainly hope that you will be doing the same as you need to have a grip on what they are saying and doing.
I am very well aware of the tactics they use in general as my 20 yr old son went on one of the training exercises and he walked out as soon as he was told to ignore any NO CALLERS SIGNS. indeed we have one of these signs in our front door window and it was ignored by your saleman.
That sign is there for a purpose because we are a vulnerable family with two disabled residents.
As I said any salesman with an ounce of salt would have reconised that and made sure that are request to be put on the essentials tariff was carried out.
Anyway I thank you for forwarding my email through to the right channels for urgent attention, however I hope that you Mr Jansen realise the seriousness of this issue and that you will monitor it.
Thank you
On 11 July 2011 08:56, British Gas Customer Service <customer.service@contactus.britishgas.co.uk> wrote:
Dear Mr Carter,
I'm sorry to hear of the problems you have experienced so far - I will do my best to put things right for you.
First of all, please could you let me know what sort of benefits you or other householders claim just so I can make sure that you meet the criteria for the Essentials tariff? Once you have passed this information on to me I can amend your tariff to suit. As a way of saying sorry for the problems you have had, I've arranged for £20.00 to be added to each of your fuel accounts in three months time.
I understand that you are living on a fixed income and so budgeting is very important to you. Would you like me to arrange for one of our trained energy efficiency experts to call you to discuss your consumption patterns and look at ways of reducing your usage? The advice they give could lower your bills and it's a completely free service. Just let me know if this is something that interests you.
I look forward to hearing from you but please contact us should you need any help in the future and thank you for contacting British Gas.
Kind regards
Adam Spear
Customer Service Advisor
Dear Adam Spear,
I can confirm that our mum who lives with us and is cared for by my wife gets Disability Living Allowance mobility at the highest rate and Attendance Allowance due to being over 65 also at the highest rate.
I also get Disability Living Allowance Care at the middle rate and Incapacity Benefit at the highest rate, however due to a supersession claim being forwarded to the DLA unit in Blackpool as my SAH Stroke symptoms worsening this is subject to change.
My Wife also gets Carers Allowance for caring for her mum this amount is minuscule as you know and due to there being an unfair upper limit of £100 that she can earn overtime is not an option this rule I believe in a society that plays heavily on work is unjust and unfair, however british gas imposing such high price increases on citizens that are on fixed incomes and also at a time when it has been reported that british gas has made £500 million in profits this year already is also unfair.
So as you can see we more than qualify for the Essentials tariff and it is only right that our bills are adjusted from the point of moving to you from SSE as I made it clear and showed the door salesman our entitlement letters.
If you wish to see these letters do not hesitate in letting me know with a forwarding address and I will gladly send you copies.
Our customer reference number is
Regards
So there you go I am expecting a reply tomorrow so will let you know the outcome
Regards
Right due to Chris Jansen the CEO of British Gas giving is email to Sky News and inviting customers to complain to him if they did not agree with the latest Price increases I decided to take him up on that offer due to not getting a response from there customer services on another complaint regarding door step salesmen.
Those emails are as follows:
Dear Mr Jansen,
Firstly thank you for releasing your email address on sky news because there are not many CEO's that will do that and it is wrong if a customer cannot get a complaint sorted via the usual channels then it should go to the top tier to be resolved.
Now I am a relatively new customer of yours have switched from southern having rejected there last price increase.
I came to via a door step saleman and never again will I use that method as all they have in there minds is bonus and not the customers best interests do I blame them though not really as they are taught the spill from higher up.
You latest price increases anounced today are obseen to say the least now you are going to ask why so I will give you the answer.
Those increases do not reflect the RPI price index hell not even the CPI price index indeed they just seem to be thrown out of a hat.
Increasing the price to the customer is the easy option, what you should be doing given the difficulties this nation is facing is to negotiate with your suppliers to keep prices as low as possible, however that option must be too hard for your company.
I am absolutly livid because I moved from one energy supplier because of this and now a few months down the line I am no better off.
Now more about me and my family and you door salesman, when he called I made it clear to him and showed him the evidence that I had a stroke although with my gait and limp it was obvious that I was disabled and do not work because off.
Our mum who my wife cares for and also lives here with us is a pensioner and disabled indeed her stairlift was right in front of your salesman when he called.
So not hard to work out to the average person although as your saleman was a money grabber and thought of only himself and not what we said I am surprised that he did not notice.
I made it very clear to him that if we were to move it had to be on the essentails tariff imagine my surprise and outrage when the first bill came and we hade been charged the most expensive standard tariff.
We are still on this tariff as calls to your company has brought no change.
I am in the process to make a complaint to OFGEM, however the nice bloke I am will give you the CEO one last chance to sort this mess out.
You have 14 days failing that a complaint to OFGEM will be made, I strongly suggest you get you backside in gear as I am fed up with being ripped off.
Sorry if this email comes across hard, but that is my feelings coming across.
We cannot afford anymore price increases as we do not get pay rises like you as we are on a fixed income.
Regards
On 9 July 2011 08:18, Jansen, Chris <chris.jansen@britishgas.co.uk> wrote:
Dear Mr Carter,
Very sorry that you are on the wrong tariff – that is wrong of us.
We will correct this. I have copied in my team in Cardiff who will take care of this.
Thank you for the feedback,
Chris
Dear Mr Jansen,
Thank you for your early reply, and I apologize for the tone of my first email however as your rightly guessed I was becoming extremely frustrated at the service I was getting which fell short of first class.
First class service has to be expected from such a major player in the energy businesses.
I hear that SSE is dropping its doorstep selling method, I certainly hope that you will be doing the same as you need to have a grip on what they are saying and doing.
I am very well aware of the tactics they use in general as my 20 yr old son went on one of the training exercises and he walked out as soon as he was told to ignore any NO CALLERS SIGNS. indeed we have one of these signs in our front door window and it was ignored by your saleman.
That sign is there for a purpose because we are a vulnerable family with two disabled residents.
As I said any salesman with an ounce of salt would have reconised that and made sure that are request to be put on the essentials tariff was carried out.
Anyway I thank you for forwarding my email through to the right channels for urgent attention, however I hope that you Mr Jansen realise the seriousness of this issue and that you will monitor it.
Thank you
On 11 July 2011 08:56, British Gas Customer Service <customer.service@contactus.britishgas.co.uk> wrote:
Dear Mr Carter,
I'm sorry to hear of the problems you have experienced so far - I will do my best to put things right for you.
First of all, please could you let me know what sort of benefits you or other householders claim just so I can make sure that you meet the criteria for the Essentials tariff? Once you have passed this information on to me I can amend your tariff to suit. As a way of saying sorry for the problems you have had, I've arranged for £20.00 to be added to each of your fuel accounts in three months time.
I understand that you are living on a fixed income and so budgeting is very important to you. Would you like me to arrange for one of our trained energy efficiency experts to call you to discuss your consumption patterns and look at ways of reducing your usage? The advice they give could lower your bills and it's a completely free service. Just let me know if this is something that interests you.
I look forward to hearing from you but please contact us should you need any help in the future and thank you for contacting British Gas.
Kind regards
Adam Spear
Customer Service Advisor
Dear Adam Spear,
I can confirm that our mum who lives with us and is cared for by my wife gets Disability Living Allowance mobility at the highest rate and Attendance Allowance due to being over 65 also at the highest rate.
I also get Disability Living Allowance Care at the middle rate and Incapacity Benefit at the highest rate, however due to a supersession claim being forwarded to the DLA unit in Blackpool as my SAH Stroke symptoms worsening this is subject to change.
My Wife also gets Carers Allowance for caring for her mum this amount is minuscule as you know and due to there being an unfair upper limit of £100 that she can earn overtime is not an option this rule I believe in a society that plays heavily on work is unjust and unfair, however british gas imposing such high price increases on citizens that are on fixed incomes and also at a time when it has been reported that british gas has made £500 million in profits this year already is also unfair.
So as you can see we more than qualify for the Essentials tariff and it is only right that our bills are adjusted from the point of moving to you from SSE as I made it clear and showed the door salesman our entitlement letters.
If you wish to see these letters do not hesitate in letting me know with a forwarding address and I will gladly send you copies.
Our customer reference number is
Regards
So there you go I am expecting a reply tomorrow so will let you know the outcome
Regards
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