“First delivery i had was 2 weeks late, seems to be a pattern here. Being a business we opened a credit account with them. When the invoice arrived it was incorrect with the pricing. Email the rep which took the order, was told we would receive a updated invoice and the direct debit would be changed. Never received a updated invoice and the payment they attempted to take the payment. I bounced the payment and straight away contacted the rep again. Told me she forgot to update accounts. Credit was applied to account and i paid the invoice straight away.
Go to re order diesel to be told our credit account had been closed and to re open we would have to do a few payments up front for orders to be reconsidered. All because their incompetence i have no credit account. Will not be using in the future.”
“Well looks like I am the same as everybody else here! my oil was supposed to be delivered on the 4th Tue booked through Home fuels Direct which is the sister of Certas that I have now been informed... No reply to Emails, no call backs, still can't tell me when I will get any oil it's now Wednesday night I will give them till Friday then I will cancel and ask for a full refund, luck I paid with my visa credit card. I also have an account with them to service my boiler every year which I will also cancel.”
“Certas has failed to deliver to scheduled delivery twice now. Am currently sitting in a cold house awaiting the third having taken another day off work - with no communication from them. You only find out about cancellation of scheduled delivery after waiting in all day and then calling them! Just ordered an emergency 20l just to keep going. This was my very first full tank order so this doesnt bode well for customer retention and repeat business if this is how you treat your new customers.”
“I ordered oil 9 days ago. It was promised delivery at the latest, today, 28th Feb. Just received an email and text stating not able to deliver. I rang to enquire, no reason other than , "the depot haven't told us when they can deliver". I have monthly direct debit to pay for oil. I am going to stop it. Don't use this company. Not reliable.”
“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.”
