“Holding on phone for 50 mins trying to chase up my delivery which should have been made yesterday (26.9.24). Tried to track online, useless. They’ve made no contact re delivery being delayed. Won’t be using again.”
“Catalogue of incompetence with this company. Yet again I have had to chase my order. Should have arrived on or around the 7th September but didn’t. I chased it and was told my delivery will be on the 16th. Quelle surprise it didn’t arrive! Chased it again.Told it would arrive the following day, if not then definitely the following day. Quelle surprise no delivery!! Chased AGAIN, this time told it MAY be next week. Almost out of oil!! Come on Certas earn your millions of £’s profit and provide a decent service!! You’re useless.”
“Despite being a longstanding customer on planned delivery, refused to deliver recently claiming the tank needed replacing.
This was done by shoving a note through the door. No attempt was made to speak about this or to offer any advice or evidence, or speak about replacing the tank.
Strangely enough they’ve waited until winter to do this rather than in the summer when there would have been more time to resolve it, leaving a vulnerable pensioner with less than two weeks heating oil and no time to fix it.
Despite sitting on hundreds of pounds of money they’ve taken in direct debit for the oil, you can’t actually speak with anyone at Certas as there’s never anyone to answer the phone, and they don’t call back.
Truly awful service. Avoid.”
“Ordered oil over 2 weeks ago
Ordered oil over 2 weeks ago. Cannot get hold of anyone, no phone numbers, no replies to emails. Where's my oil??
Reply from Heatingoil.co.uk
6 hours ago
Good Morning - Thank you for your feedback. So sorry to hear this, please accept our sincere apologies for the delay you have experienced on your current order. From looking at your heating oil account, I can confirm your order is out for delivery today. If we can assist you any further, please don't hesitate to contact us directly. Kind Regards Heating Oil
Reply 2nd Sept - How do I contact you directly?? Still no delivery!
3rd September - Email and voicemail stating delivery today, still no delivery!!
4th September - Called and received an email stating delivery today, still no delivery!! Waiting 30 mins on call with no answer
The definition of the poorest service ever. They say you will get a delivery time and routing info sent, received nothing!!
What do you have to do to get hold of someone or get a delivery??
Date of experience: 14 August 2024”
“Placed order with Heating Oil Club 29th July
Certas took payment 30th July
Scheduled delivery on or before 7th August
No delivery as of 14th August
No response via email, on hold for 23 minutes and counting
Completely unacceptable.”
“Disgusting left our gazebo smashed to pieces including lights by retracting the hose back too fast. Will not replace or acknowledge damaged or apologise despite how much money this shabby company makes and that they will be insured, just avoid them they are vile.”
“I want my boiler servicing. Tried phoning (twice) no answer. Left a message, no response, used the "contacts" via website, no response. Still hopeful that someone will get back to me as I've paid up front. Looking for CEOa email address to see whether he/she will get rid of the current staff and replace them with others that care”
“While I was on holiday I received a letter telling me my boiler would be serviced on a particular day (while I was still on hols). I hadn't asked for a boiler service, they just assumed. They're now chasing me for payment for something that I never had nor wanted. Trying to speak to someone about this is impossible. Been on hold for ages.”
“Ordered 850 litres domestic heating oil, the delivery came earlier than I was told it would be and only 620 litres were delivered. I rang the office and was told the tanker had run out of oil by a man appeared not to care less. I asked would I be having the balance of the order delivered only to be told no. The man I spoke to did not have any customer service relations. The driver must have been aware that he could not fulfill my order, this all happened at 9’clock in the morning,”
“Waited a month for oil delivery due to their failure to communicate the lack of availability of a baby tanker. Had to cancel and go elsewhere in the end.”
“Having these people serve my boiler was about the biggest mistake I ever made. Harassment would be an understatement. Not only did they massively overcharge me, they won't leave me alone. Try getting rid of them. Scum.”
“Would like to give the customer service team a zero star after actually getting past all the press this for that press this for that and press this for that you are left hanging on the phone for over 45 minutes with no answer, still hanging on I wonder how long for - Very frustrating service really poor”
“Appalling service. Currently waiting for oil and I have been in a telephone queue for over 40 mins. I was told it would be delivered two days ago. Then yesterday, then that it was "on the vehicle" for delivery. Still no oil. No callbacks or email updates. The worst customer service I can ever remember. Definitely the last time I use Certas.”
“Waiting for Oil which was ordered through Boiler Juice which I have done many times with no problems. Certas the supplier sent message yesterday confirming delivery today. Email from Boiler Juice to say no confirmation re oil out for delivery today. Called Certas only to get a female who only knew the words which were constantly repeated “ I don’t know” and told me to call Boiler Juice. Boiler Juice we’re able to inform me that Certas had a problem with the tanker!!! When will I get the oil I paid for 8 days ago who knows ?????”
“I cannot believe how poor this company is - they obviously don't read their reviews as there are no replies on here - I wonder why I'm doing it, but I need to inform all to stay away from it - the previous reviews are spot on - not one positive one !!!
I have been waiting for a delivery since 28th March - it is now 15th April - I ordered the oil through boilerjuice and have been doing so for the last 5 years. I have had numerous deliveries with a standard tanker previously without any difficulty.
On the 10th April a Certas tanker driver turned up to deliver oil - I have cctv on my drive and can see the road outside my house. There was a small council wagon parked outside the house, dropping off some tools for a job further up the road. He arrived in a standard tanker. He walked down my drive passed the council workers and then returned and drove off. He made no attempt to ask the council workers to move their vehicle, which I am sure they would have, to allow him to make his delivery !!!!! What a ridiculous and insensitive non- customer based person this was. The next day a driver is supposed to have turned up and an excuse given for failure to drop is that the vehicle was too big - a standard tanker. I could not see that any driver attended on my cctv either.
I have rung Certas twice and was promised on the first occasion by the customer service person that she would make enqs and return my call by the end of the working day. Guess what - No Call back. The weekend then followed and no delivery and the customer service team don't work on weekends, neither do the Boiler juice staff. Ridiculously poor service again.
I rung today, Monday morning to speak to Boiler Juice, they have had no update from Certas !!!!!! Infuriatingly I rung Certas again, I was not surprised to have to repeat my account of the failures as the previous customer service advisor had not updated the records !!!!!!!! I am now waiting for a Call Back from their customer service team again - which will probably not happen and I still have no oil delivery confirmed. DO NOT USE THIS PATHETICALLY INEPT COMPANY.”
