“You sent a wonderful engineer round and he mended my boiler after a lot of problems tried to hinder him. Lovely stuff and now I’m warm as toast! Xxxxx”
“My oil was delivered in the dark, in pouring rain. Not the most easy delivery either but the young driver, Joe, was charming, helpful and very efficient. I am very pleased with the service.”
“No issues. Ordered through Homefuels. Owned by Certas.
Place order on a Tuesday oil delivered on the Saturday.
Very competitive price. Lot cheaper than Boiler Juice
Excellent service.”
“Read some bad reviews but I have had 2 deliveries in 2022, both drivers were fine, rang me before they turned uo and assisted them getting into our awkward drive. They worked out cheaper than other big and local suppliers so they got my money.”
“Spoke to a lovely young lady called Claire who always goes above and beyond to provide a great service can’t praise her and this company enough and my oil was delivered in 2 days”
“I have been buying domestic oil for our central heating and AGA for the last year from a local company. Certas sent me a money off voucher which has given me some great savings. Their Glowmax product means you do not need to pay extra for the additive the other company recommended”
“Joined The Heating Oil Club for the first time last year was over the moon with the quick service & the Delivery driver,
so Ordered oil from them again was delivered within 3 days of ordering 2 weeks before estimated delivery time, "
Delivery driver even found a quicker way to get oil into our back garden what a nice guy so happy & pleasant" Thank you for the rocket service, see you in the new year!!”
“Waited in for delivery. Didn't arrive. Phoned to rearrange delivery. Jobsworth wouldn't speak to me about next delivery because I was wife of person who ordered. Waste of time and such a ridiculous policy. Won't use again.
Well done good way to lose customers
OCT 22”
“Lead times are horrendous, plus sometimes difficult to get through to someone on the phone. Close to running out of oil because of waiting ages for a delivery and they say nothing they can do about it, they'll happily let you run out of oil. Also they claim they can't contact their own depot to check on ETA. Terrible service.”
“We have 3-4 deliveries of domestic oil per year. Checked the price they charged for my last one....Over £90 more for a single delivery more than rivals !! Informed them that if they refunded the difference and price matched I would stay with them. I was promised a call back to discus the matter. It never came despite me calling another two times. A £30 refund appeared in my bank. I have left them. PLEASE...PLEASE....do the sensible thing. A simple price per unit comparison check will save you £100s per year.”
“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.”
“25 mins on 'phone to Sales team without getting through - 3 times in last 24 hours, as well as 15 mins on 'phone without getting through to Accounts.
No replies to emails - not even an automated acknowledgement.
These people are taking the Michael.
I have been a customer for 20 years and have seen the back office service deteriorate markedly over the last year.
Time to take my custom elsewhere.”
“Paid for my oil on 11/1/24 through heatingoil.co.uk, chose standard speed delivery to be delivered on or before I believe 29/1/24. I received an email on 26/1/24 to say my oil had been delivered on 24th, but it hadn’t as nobody had been to my house and the tank was still empty.
Spent an hour on the phone to them only to be told they’d have to contact delivery depot and get back to me, which they did a couple of days later. They told me it had been delivered and signed for but they couldn’t tell me who had signed for it but they’d get it sorted out.
I received a couple of calls after this while I was at work to ask me how to find my property so it was delivered to the correct house this time. I gave them the info on how to find my house and tank, can’t miss it, it’s the house with the big green shed in the front garden opposite the big farm. They’d delivered to me a few times before and never had issues finding it before.
They eventually found it and filled it so I thought all was sorted, but no. They then send a payment reminder a month later to pay for the oil AGAIN when I’d already paid and they chose to deliver it somewhere else.
Do not use these, the reviews are 1.4 star for a reason and I won’t be using them again”
“RUDE - APPALLING CUSTOMER SERVICE - AVOID THIS AWFUL COMPANY
Driver turned up today at 1.15pm, a day late to deliver oil for our family home.
He did not go to the location of the oil tank, which is accessed via a bridal way and I have provided you the "what three words" location for already.
Instead the driver tried to drive through our front gate, which is narrow and winding and can not fit an oil tanker through. The driver has damaged our wall. I saw him hitting the wall and ran out. His response was "how am I supposed to know where your oil tank is". I replied "because the company I paid for the oil has been told and they should have told you".
He replied "well they haven't".
I replied "What are you going to do about my wall?"
He replied "That's not my problem, I'm off."
I then recorded him and asked why he wasn't delivering the oil".
He replied "because of the way you spoke to me".
I asked him "how did I speak to you".
To which he muttered some obscenity and drive off.
I recorded everything and am now emailing the CEO of CERTAS so he can sack the awful, rude driver that thinks he can play god with the health and safety of children by depriving them heating.”
“Absolute waste of time. Driver refused to fill the tank as it's in a wooden enclosure and he couldn't 'see if there might be a crack in it'. The tank has been in the enclosure for over a decade, and EVERY local company has now filled it on several occasions. To stand at the door and inform me I couldn't get oil for some petty specultion based on absolutely nothing is unprofessional and a waste of people's time.
Do yourself a favour and avoid - not in the least surprised to see that the reviews hear clearly testify to how inept these people are!”
“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.”
