“Delivery Chaos Continues:
Certas barricaded there local depot a few years ago so you couldn’t pop in for an update. Phone deleted, just call centre scripted contact now. Whoever you speak to gives same old drivel, break down, unexpected issues, tanker shared with other depots (straight from a script). No one in the call centre knows what’s happening either.
They also run a delivery update site you can log into, unfortunately always says order not uploaded. So this is what happens when you allow monopolies in the energy supplies sector to run amok.
Having booked my order in weeks ago and being given a latest delivery date I now have again the dreaded ‘we are experiencing delivery problems and will soon get back to you’ ?
Wasted calls and energy plus other operators outside this district are just as bad. All these people don’t give a firm delivery date because they have a hidden agenda - Profit maximisation via logistics manipulation and lack of resources at the point of execution ie: Tankers and Drivers.
They use their customers as a money tree and shake us hard on a regular basis.
Keeping customers anxious about supply obviously keeps prices high as we all scramble twice a year to get oil. They know we ask for delivery when we’re low so keep us on edge so we can’t switch horses when they don’t deliver. Otherwise we then have to start another anxious process with another supplies who just does the same to us.”
“Terrible service. Order not delivered when expected and no communication sent to update. Have emailed and called but no further with getting confirmation of the delayed delivery. As others have said - prices may be low but I would rather pay a little more for a decent service and not risk running out of oil for heating and hot water.”
“The driver was obstructive and refused to let my partner go before pulling into the drive
They refunded the payment for no reason, then sent me a letter saying I owed them. I had to contact them to sort it out. I paid them again and then I got another letter dating demanding payment.
With all the oil companies out there, save your sanity and don't use these jokers”
“After been a customer for over 12 years ( transferred when they took over Bayford) and had no issues with Certas until this last year the service has become nothing but substandard. Last months experiences were the final straw. The delivery driver who came out in Dec refused to come down the drive due to a neighbours hedge (??) stated unless neighbour cut their hedge would never deliver again - there is no issue with the hedge bin lorry and neighbours oil suppliers were down the drive the following day there is no hedge to speak of ( its winter) no one has had an issue with it in decades, . Also heating engineer was called as no heating we queried faulty valve - several times they had to be called as they never managed to fix it - kept saying would come back but had to be chased logged as new issue and charged a fortune - cancelled them in the end when spent nearly an hour faffing with electrics called out a local guy who replaced faulty valve fixed in 30 mins . Have cancelled my account and taken our business elsewhere - poor service- poor customer care. This company has really gone downhill.”
“Paid for 1000L. Delivery seemed to go ok, except we have just run out of oil after five weeks. We now doubt we had the full delivery we paid for as this usually lasts a year. No way we have used 200L per week. No proof at all, we have been robbed of our money and left with no oil when we assumed we had enough in the tank for the rest of winter. Feeling sick that we have no comeback or evidence and they have £660 of our money. Now about to snow and we have no hot water or heating, or money to order more. Avoid this company. Will now be investing in a decent gadget to monitor oil levels. An expensive mistake where we trusted this company.”
“Just called Certas to find out where an order is, for a priority customer.
The Call Handler told me to wait until 4pm when i'd hear more. There was no way i could reach the deort and the only means she could was to email them apparently.
Certas' problem handling is clearly non-existent and their abilty to act on their customers behalves, is rubbish.
This has to be one of the most poorly run oil companies...go elsewhere if you want prpper servi e.”
“Utterly unreliable. I ordered on 4th December for delivery on, or before the 18th. They failed to deliver, and they were unable to provide a forecast delivery date when I spoke to them on the 19th. With Christmas fast approaching and alternative options becoming increasingly limited and expensive, I cancelled the order and found a local supplier who delivered within 48 hours!”
“Ordered 500 litres of central heating oil on Monday 2 December. Delivery was to be following Monday 9 December-no show.
On the Thurdsay 12 December, Certas rang me to say delivery today or tomorrow Friday 13 December-no show.
As I was running low on oil, I had increased quantity to 600 litres.
Rang Certas on Friday 13 December and informed delivery was now Monday 16 December.
Rang Certas this morning and delivery was confirmed for today Monday 16 December. No sign of delivery by 3 pm so rang Certas once more to be told "No delivery as tanker can't be loaded".
After many years of using company, I have now cancelled my order and moved to another company.”
“Utterly hopeless. They kept on and on rescheduling our delivery from an order placed through Boiler Juice. Excuses included lorry break-downs and unable to load. This went on for more than a week after we'd already waited a long time for a delivery date. Now with our tank almost empty we've canceled this order and gone to another supplier for an urgent delivery. If placing orders through Boiler Juice in future we will instruct them not to place our order with this company.”
“Absolutely shocking experience with this company. 5 (yes 5!) failed deliveries over 10 days left me (a 77 year old) with no heating for several days in December.
Had to spend the entire time at home, repeatedly calling customer service to try and rearrange orders and to make sure not to miss a delivery.
In the end had to cancel the order and make a new order with a different supplier. Totally and utterly useless, DO NOT USE this company!”
“Yet again ordered 3 weeks ago oil delivery yet again not delivered cancelled for following week called today promised delivery today then cancelled no explanation diabolical service total butler was always prompt”
“Until now I've been a regular and satisfied customer for the best part of 30 years. Sorry to say very different this year, I telephoned over three weeks ago to request a boiler service - left message after long wait. Followed this up a few days later and managed to speak to a representative who said he would contact the service dept. and contact me by email. So far nothing!”
“I wish I could give zero stars. This company claims to be the “largest supplier with an extensive network,” but that seems to mean absolutely nothing when it comes to actually delivering oil on time. I’ve had to chase them multiple times for orders that were late—sometimes by days or even weeks. And the worst part? They don’t bother to keep you informed. No updates, no explanations, just complete radio silence.
For a company that brags about its size and network, you’d expect at least some level of professionalism. Instead, all you get is frustration, missed deadlines, and empty excuses. I’d recommend looking elsewhere unless you enjoy being left in the cold and dark and constantly worrying about when (or if) your fuel will ever arrive.
Avoid at all costs”
“Very disappointing. Delivery was due Friday 22nd. Advised that day it was delayed. Chased Monday 25th and Tuesday 26th. Each time no one, in the order dept, could advise when delivery would take place. I finally spoke to Customer Servives. They, later, advised delivery should be Thursday 28th BUT I have not received any advice that delivery will take place on 28th. The lack of information is totally unacceptable. Certas should ensure customers are kept informed with real information and not fob customers off with "we are sorry and hope to deliver" messages.”
“This platform is a perfect illustration of unprofessionalism and subpar service. Instead of genuinely helping you, they appear more interested in stealing your hard-earned money. I wish I had done more research on them first. In a month, I lost twenty-five thousand dollars. Fortunately, I complained to COVSECLTD.COM, and last week they assisted me in getting my money back.”
“We have had a diabolical experience with trying to get Certas to deliver heating oil to us. Their tanker driver, who arrived a week late, was rude and in my opinion not a very good driver, seemed to have a problem with going backwards down our drive. In the end, he just went, without delivering the oil. We have cancelled the order and await a refund. We will never have Certas here again, and I suggest others adopt the same stance. If there was a No Stars option, I would choose that.”
“Pretty much the same as everyone else. Impossible to call, no response to messages or emails.
What is the point of Certas Energy ? More like Lack of Energy.”
“Ordered over 3 weeks ago. Delivery date missed with no apologetic phone call or email. They take excessively long to answer the phone and don't reply to your emails. TRULY APPALLING CUSTOMER SERVICE, and having been with them for over 20 yrs, we find insulting. Still don't know when our order is coming. Also their online delivery tracking does not work. Seriously thinking about finding a new provider”
