“Hi,
I wish to raise a complaint.
I paid extra to ensure an oil delivery by 8 March. It did not arrive and I was not notified.
I had to call and email to raise the issue and was told it would be expedited. It was not and did not arrive on 9, 10 or 11 March. No contact from yourselves.
I called and emailed again on 12 March to be told it had been routed out and asked for a complaint to be raised.
Oil level was below the sight tube by this time causing great distress.
I am looking for compensation for late delivery and lack of contact by Certas and the distress caused.”
“Certsa advised they would be delivering on 14 of month before their latest date of 18 of month. On 14 of month sent text at 13.47 sent text 'your fuel delivery is on its way. It is 3.7 miles away. the fuel never arrived. No contact from Certas. When I contacted them they advised lorry had run out of oil and delivery would be recheduled. On 15 of month Certas sent text saying del is due on 18 of month. by 14.30 on 18 of month no delivery had arrived. Phoned to check position and advised by Certas that lorry had broken down. They had no intention of advising me of this but said they would in due course advise Boiler Juice. They had made direct contact with me earlier with their misinformation.”
“Use at your peril, If I could zero rate this company I would. We thought we would try a different supplier as the price quoted by Certas Energy was £0.12 a litre cheaper than our usual supplier, what a HUGE mistake. We ordered and paid for 1000 litres of Premium heating oil on the 13th of February and received an email advising the oil would arrive by the 27th February, no further communication was received so this morning (27th) I called their office to ask if it was coming and approximately what time, I was told yes it was coming and any time after 10.00am. The tanker arrived just after 10.30am, very pleasant driver who managed to pump 200 litres into our tank before his system failed, despite his best attempts at getting the system sorted he could not and handed me numerous print outs and a phone number to call to arrange a convenient date for the balance of my order to be delivered and off he drove.
Well, I called the number and spoke to a gentleman who couldn’t have been less interested in what had happen but went on to explain that what had happened was in fact “not” a failed delivery because allegedly 200 litres had been delivered successfully. He also informed me that they would not be returning and that I would be refunded the balance of the undelivered oil.
This company deserves to fail, by the time we receive our refund our money would have sat in their account for 22 days.
Absolutely appalling service.”
“Having read the numerous negative reviews of Certas, I was tempted not to bother adding any more fuel to the fire but was so incensed by our experience that decided to share. Like many others, ordered through Boiler Juice and waited almost 2 weeks ( in January) to get a short notice mail to inform us of the delivery. Having waited in all day, cleared the garage to give access to the tank, I heard a note dropped through the door and saw the tanker making a speedy exit from our property. No oil was delivered as the tank wasn't 65% visible! Our tank has been in the garage for the last 13 years and with an average of 2 deliveries a year, this has never been an issue. If the driver had bothered to ring the doorbell and speak to us, we would have been able to give him/her clear view of the tank. We contacted Certas immediately and were given a load of gobbldygook which only added to our irritation. It was clear that on a Friday pm the Driver simply couldn't be bothered to make the delivery or provide any service whatsoever. We were also tempted to kick BoilerJuice into touch at the same time but a very sympathetic and skilled Customer Service Representative talked us down. We now have a note on our account that Certas will not be considered for any future deliveries and are awaiting a refund. I suggest other disgruntled 'customers' do the same.”
“Order placed thru Boiler Juice Delivery promised on or before 26th Jan. Email from Certas Oil on eve of 24th Jan to say delivery would be made on 25th Jan. Called Certas 8.30 am on 25th for approx time of delivery and was told it was drop 10 and should be with me about lunch time. When it had not arrived by 3.15, I called Certas on the number they had given me, and told it would NOT be delivered today. No reason given and could not confirm when delivery would be made.
Contacted Boiler juice and was told that they were told that Certas had added a comment from their driver that they could not deliver as they could not access the property. This was a complete lie. We were in just to take delivery and no Certas truck came to our property all day. !!
Would like to hear what the company says about this misinformation but am not hopeful.
I have cancelled the order.”
“As below, ordered January and told it would be delivered on 17th, wife getting over Cancer so urgent as need heating, nothing had arrived. Got email to say it would be 19th (Friday) nothing, contacted them over 5 times got nowhere, even told none of the previous phone call had been logged on the system. Nothing on the 20th, 21st, 22nd. Got hold of head office on the 23rd told it had never been loaded ? and still waiting at 4pm?
Will not use again.”
“Where to start with this awful company....
Order placed on the Jan 2nd with a latest delivery given as the 9th of Jan.
Suffice to say we still have no oil on the 15th of Jan.
I have emailed 4 different email addresses with no reply.
I have messaged on facebook with no reply. I have commented on their FB posts and they have just deleted them.
They have no phone number to reach them on (very dodgy in this day and age)
I will now be ordering elsewhere and contacting my banks fraud department to get a refund.
It's a shame as I've used them 3 or 4 times before without issue but I understand they have been brought out so maybe they dont care anymore??
AVOID LIKE THE PLAGUE!!!”
“Below is a review I left of Homefuels Direct, which is basically Certas, so I thought I'd share my experience for those considering going direct (spoiler alert - DON'T)
Price is good but that's where it ends. Having made a number of orders with them, all of them have taken the maximum amount of time estimated and never turned up on the day they notified it would. If your delivery is on a Friday forget it, you wont see them until the following week, that's happened to me twice now. They also don't respond to queries through the online form, you have to get their number online if you want to speak to someone.
Written in great frustration because, anticipating higher usage over Christmas and longer lead times I ordered oil before Christmas but it didn't turn up today as advised and I have run out of oil.
Reading some other reviews other seem to be having the same issue as me but struggle to contact them. They are part of Certas Energy and the number is 0345 600 4040
Update on 10/1/24
Still no oil! 6 days without heat or hot water. I have been speaking regularly with Certas Customer Services, who are very nice but as much use as an ash tray on a motorbike. They can't call the depots only email them or send a message through some internal written comms system, which I'm certain is completely ignored by the depots, who don't care because they know that they don't have to answer to anyone. They don't know where the depots are, although 30 seconds on the internet solved that one. They have absolutely no influence whatsoever over your delivery so can do nothing but tell you what the website can, they have no ability to offer any service whatsoever.
The excuse every day has been that the driver ran out of time, yet I was told this morning that I was the 10th delivery so should be with me mid-morning. Which is EXACTLY what I was told this evening when I rang to hear the same rubbish they've been spouting all week. I've probably got the truck that only does 9 deliveries!
I'm supplied by their Bristol Branch who clearly couldn't organise the proverbial in a brewery.
Also noted that their price comparison graph comparing them to BoilerJuice is extremely deceptive because in my area the aren't at the moment. I think they are probably picking their lowest price and BoilerJuice's highest, which is for an emergency delivery.
I responded to their message below (you cant see it in this post, but check other bad reviews to see it because it's boilerplate), which was followed up by 2 standard emails, the first saying that my query had been sent to the 'relevant dept' and the second, today, saying that my query hadn't been dealt with in the timeframe, but not to worry because they were still dealing with and would come back to me soon.
What a shower of muppets. The short story is they just don't care about service levels and are big enough that they don't care about your custom either, so have put a pointless customer service in place as a buffer to fob you off.
Stick to your local supplier and pay a bit more.”
“Oil ordered. Payment taken. Confirmation of delivery “by 08/12”.
Checked on 07/12 - further confirmation of “by 08/12”.
1245 on 08/12 delay on delivery, no date given.
Email from me “critical delivery” as empty tank
Phone call from me - Certas stated that they had known there was a problem with the depot at the start of December (before they accepted my order and payment)
Phone call by me - no date forthcoming, request for refund - not forthcoming - passed to another department - phone cut off.
Further phone call made- apparent no notes made by Certas. Impossible to refund with immediate effect. Certas to inform “credit” department and inform me imminently.
I have yet to be informed when I will receive the cost of the o I paid for but which they cannot access.”
“have used this company meny times. But this last time the experience was terrible 1000 litres ordered and conformation of payment and a delivery time given between 2 to 12 days. On day 11 I called to check that I was down for delivery the next day which was confirmed. Day 12 no oil day 13 no oil day 14 no oil day 15 oil should hopefully be delivered today.. service is not customer friendly. Good job I didn't need the oil urgently.
Well think before I use this company again
I understand its a common complaint with this company”
“Martin the delivery driver needs sacking. If you have an elderly driver who won’t go up a ladder to fill a tank because he’s had a fall previously, then why employ them!
Waited two weeks for oil! Tried to put a not delivered note through my door when I was in the kitchen watching!
Said the tank access was blocked, despite 2 access points to the tank and one of them completely clear! Never been a problem on all the previous deliveries!
Offered to go up the ladder myself! No oil delivered and now my tank is low because I’ve waited so long because of a broken down van. Absolutely disgusting”
“Certas energy are useless, text to say del Tuesday 14/11/23 they couldn’t give a time, as I was out at work, I stayed local , as I had asked for a call 1 hour before delivery, waited till 5pm phoned sutras ,was told there had been a lorry breakdown, I phoned the next day and was told the driver went on sick, and the delivery would be Friday 17/11/23, had a phone call on the Friday morning ,and was told to be at the property at 12am, waited till 2:30 phoned the office in St Clears, and was told the lorry would be at least an hour and a half, so we decided to pop out for some food, 20 minutes later had a text the lorry is 4:8 miles away, rushed back, 5:25 the lorry turned up, disgraceful service ,”
“Appalling been told couldn’t deliver as my tank was cracked. Boiler juice doing nothing to help. What was worse was I ordered for an immediate delivery three weeks ago and I subsequently ran out and had no heat for three weeks nearly. Had to borrow money to get another company in and guess what the tank is fine. I am reporting to Trading Standards.”
“Another 1st time customer who had a jobsworth arrive and declare the tank was unsafe.... its not been unsafe for any other company to deliver to. Get the feeling he just couldn't be bothered and who knows how long we will now have to wait for a refund from this terrible company whilst being without oil and freezing! Avoid at all costs! Jobsworth!!!”
“Do not order anything from this company
They say they will deliver and do not, not once but twice for the same order.
No communication to tell you and you have to call to find out that you are not getting your oil, that you’ve paid for.
This is the Theale branch at least - we will never ever be using Certas again and advise that you buy from anyone else.
Where is the oil I paid BoilerJuice for?
You shouldn’t have a recoding in your telephone saying that you’re the biggest in the UK but care about your customers.
You have no idea what customer service is.
We ordered in plenty of time but thanks to your continued awfulness we are about to run out.”
“This company is appalling.
They say they will deliver and do not, not once but twice for the same order.
No communication to tell you and you have to call to find out that you are not getting your oil, that you’ve paid for.
This is the Theale branch at least - we will never ever be using Certas again and advise that you buy from anyone else.”
