“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 usually order through Homefuels Direct and have had no problems until my last delivery. The Certas driver reversed into my drive got out of the vehicle looked at my oil tank which is up a small hill and drove off again. The oil was delivered a couple of days later but I was out so I don’t know from which company. I then get a voicemail from Certas saying there is a risk of the driver slipping so I have to install steps if I want any more oil. There has been a tank in that location for over 60 years and this has never happened before.
Hopefully other drivers are less risk averse”
“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.”
