“We ordered oil on 9th feb 25 and paid the delivery date was 21st at the latest. We were told on that day that delivery wouldnt take place. Everyday since we have rang them they promise to call back and never do. We cannot get a delivery date out of them we are sat here no heating no hot water and £500 down. They are a total disgrace and their customer service is totally useless. They have offered nothing as explanation and are doing nothing to help us”
“Said our tank was cracked and would only deliver half the order..
What a load of rubbish!
Firstly if it was really cracked you would not deliver any oil at all.
Later went on to try to quote for a new tank fitted..
You can all see the game this company try to play.
Avoid at all costs!”
“Ordered oil on the 7.2.25 couldnt be delivered until the 21.2.25. Received an e mail stating no delivery due to no oil at the depot? Another scheduled delivery date for today the 25.2.25, again received an e mail this time failed delivery due to o.o.t roadworks??? I have lost faith in this company and have no idea when I will receive the oil ihave already paid for ???”
“Every time we order fuel it never comes when we arrange, I make a call 2 hrs after the delivery time and told it’s not coming today. I manage a wet waste company and it’s curtesy to let the customer know if your not going to make it, awful customer service”
“Ordered over 2 weeks ago, firstly they took my money and luckily I rang as the order hadn't even been processed. No heating and no hot water.
On the delivery date stated I rang and they said it would be the next day AM. Rang again the next day and they said could be anytime. Still no sign of any oil and then the depot closed so just lie after lie.
Has been a really upsetting experience and would never use again.”
“What a disgrace I order my oil 10 days ago and they have come back to say can't deliver tank not in good state. I have had them before they know I have a new tank. They have now said I have to wait until 13th March I can't use my heating as it's gone to low. I am so angry that I have to wait that long I might have to name and shame them. Very very very angry.”
“I have just gone online for first time and discovered that i have been regularly receiving Glowmax rather than Kerosene. £100 difference and I clearly asked for the cheaper option when asked the question by the operator. I tried to email complain and the email would not send due to technical error!”
“Dreadful delivery service and lie after lie about arrival time. Left for 6 days with no oil and prepaid. No heat and no hot water. Family of 5. Nuts. Will never order again. A customer the last 10 years. Shocking service. Never again. Shameless”
“First time using Certas -1000l apparently delivered in November and 0l left in January.
How is it possible to use that much in under 2 months!? Normally lasts close to a year!
Won’t ever use again especially after seeing so many similar reviews”
“I am literally at the end of my tether, I have never experienced such shocking customer service in the 10 years I’ve had heating oil, every single person I speak to says they will call me back, not one of them has done, they sold me devise that doesn’t work, and now that I’ve run out of heating oil, due to their faulty equipment, they just won’t tell me when I will get my delivery. I am utterly furious. I have been without heating oil for 14 days now, with a child in my house. I will never use this company again.”
“Used this company (formerly Scottish Fuels) for 25 years - however, increasingly suspect they were having a giraffe with pricing of heating oil. A recent quote for 1500 litres of oil was priced at over 90p per lite - strange as the price of petrol if anything is heading downwards....anyway after contacting a local company in Brechin their quite for the same volume of oil was £400 less expensive! It was delivered iin quick time after just 2 days. Needless to say I will not use Certas ever again!”
“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.”
