“Been a loyal and timely payer for commercial fuel for decades with two of the companies they have taken over but this time I’ve been trying to get some sense and a delivery for well over 5000 litres and the salesmen do not answer their phone and when they do I am fobbed off. There is something very wrong with Certas in April 2022 and I suspect that they may be unable to obtain fuel that other reputable companies have no issue with. Ordered with another company today. Delivery tomorrow. No going back.”
“Absolutely awful company to deal with, slow with deliveries, despite being a loyal customer of 22 years, and supposedly being on their auto top up service, and always the most expensive in the market place. Only positive is that the drivers are a decent team!!”
“I was with Owen fuels who gave excellent service until it all went downhill with Certas. I ordered oil 15 th of March and it has failed to reach me. Apparabtly they put me on “automatic stop” generated by a computer despite the fact I pay by direct debit and have never missed a payment but didn’t feel the need to let me know. I rang and was immediately taken off stop and yet had to wait a further two weeks for oil with no heating g as by now I was totally without oil and yet again the same thing happened. I requested to speak to a manager who failed to get back to me and there is no e mail address to raise a complaint! I have been with them for many years and yet will definitely look elsewhere. They are a rude arrogant company who fail to communicate in house as well and more importantly to their customers !!!!!. .”
“Terrible service
90 year old mother on their "Priority" list now without oil, due to them cancelling 2 orders without telling us.
They don't ring you back, answer your emails and lie on the phone.
do not touch CERTUS ENERGY”
“I ordered oil through valueoils on the 15th Feb was told Certas would deliver on the 8th March ‘ driver turned up but no oil delivered ! when I managed to contact someone they told me
that my tank was unsafe and they had pictures to prove it 🤷♀️
Well call me a pessimist but how convenient when the price of oil has gone through the roof . Still waiting for a refund oh and the pictures 😂 ordered through boilerjuice and swallowed the price difference ( £161 ) nice driver came from Western Fuel no problems’ did say he wasn’t surprised at Certas attitude as they were a lousy company and were known for it ‘as all these terrible reviews can testify to ! Unfortunately I shan’t be using valueoils again unless of course they block Certas from quoting .
Appalling service from Certas DO NOT USE there are other much
better company’s out there who give proper customer service .”
“Been a business customer from 2014 with Total Butler then Certas when they bought them out, made a order just before the prices went up which they cancelled saying my account could not be opened, Then promptly took a new order at the current market price with the same account. (Very disappointed at the underhand tactic and wished I had ordered from a another supplier as I would have had the oil at the original price)”
“Literally the worst oil service in my 20+ years of deliveries. We had a delivery of oil, and the incredibly rude driver stated that our tank didn’t meet regulations. Absolutely no idea where that came from, as Certas have many deliveries to our home with no issues since our tank was upgraded several years ago. My mother went into the house to retrieve the certificate showing our OFTEC compliance, but before she could return (about 2 minutes), the driver drove off. I literally ran down our street to try and show the driver the required documents, only for him to ignore them and simply tell me that he’d “explained why he couldn’t deliver and wouldn’t explain again. And the delivery wouldn’t even put a dent in your tank.” I was on with someone from their customer support center as he was driving off - they hung up on me midway through the call when I asked if they could tell the driver that it was okay to make the delivery.
To top it all off, we were going through the paperwork and it turned out that the company who’d installed our tank was recommended by..... Certas!
We’re not the only people on our streeet who’ve had issues with this company in the last 2 weeks. They tried to deny a topup to a family with young kids at the end of the road due to “overgrown vegetation”, until the dad argued their case for literally 40 minutes. As well as this, they refused to deliver on arrival to a widower in his 90s for similar spurious reasons, leaving him with an empty tank during subzero temperatures.
The behavior of these charlatans is absolutely despicable. I wouldn’t be surprised if they’re trying to cancel orders on delivery so the oil can be resold to someone else at a much higher price.
The final blow was when we got a call back this morning from their head office. Apparently we had "chased him" and he "felt threatened”- what the driver should have said is we asked him to inspect the necessary documents and ran after him to try to get him to look at them after he refused to inspect them and incorrectly denied us a delivery! We’re in the process of filing a complaint with the appropriate authority after this shambolic service. There are other oil providers out there - for the good of your sanity, use them instead”
“Absolutely awful service. Ordered through local Oilclub and got the price, paid and delivery booked. Took 10 days to arrive. Caught the driver in his cab as he was writing the refusal to deliver note. Said my oil tank was cracked at the bands. It is NOT. He returned to my tank and pointed the "numerous cracks" out. Absolutely nothing there bar a very slight weathering.
Blatantly obvious he has been told to refuse deliveries due to the massive spike in oil prices (paid at 69p, currently 123.5p).
Have gone back to my local Oilfast guys and they are at 99p. Guy on phone said he is not surprised by Cetras behaviour.
AVOID THESE BANDITS AT ALL COSTS. Their poor service has cost me over £125 due to the increase prices.”
“This has got to be the worse company I have ever dealt with.
Have been waiting 6 weeks for our oil delivery, our oil ran out last week. 2 delivery dates have come and gone. Have managed to speak to them twice only to be told that they would call me back which they didn't. Other times have not had my call backs returned or just can't get through. Would go elsewhere but they have our money which I can't even get back.
DO NOT USE THIS COMPANY.”
“Could not give anything lower, like the other person 90 mother housebound waiting for delivery all day must have spend well over three hours on the phone and the call back option is never offered.
Will never use this company again customer service - non existent, only use if you have to but you will regret it.”
“Awful company-no answering the phones, no delivery despite send a " critical delivery" email as my 90 year old mum is running out of fuel-do NOT use this company”
“Absolutely horrendous!! Do not use this company.
Ordered oil and was told it was a 3 week wait, I accepted that and awaited my delivery. The delivery date came and went, no oil !!
After 6 days of waiting, numerous phone calls and still no oil. I was told they would chase the delivery up and call back. No call came! They don’t care you are running out of oil.
A complete lack of communication.
I have now cancelled the order and will never use this company again.”
“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.”
“Would give 0 stars if I could. Ordered via Boiler Juice. Deadline came and went. Not only no oil but no warning that they would be unable to fulfil the order. And, despite chasing, (on the rare occasion that they answer their phones,) they are still unable to give a delivery window several days later. They say they will call back but don't. About to run out of oil. Seems my experience of Certas Energy is not unique...”
“Order via 'Boiler Juice'. Certas failed to deliver. Oil ran out. Sourced oil at additional cost elsewhere after being told a further 10 day delay. The day after accepting the replacement delivery, Certas state they will deliver the following day. Jokers.”
“They have failed to deliver my heating oil in the window promised of 14 days from the order. It's now a week after it was due and I've called and emailed them every day but had no reply. I'm getting really worried as my oil is very low. I'm disabled and classed as vulnerable, but they seem to have no way to escalate my complaint, they keep promising to try and get it sorted, and to come back to me with a solution but no one can actually do anything. Useless and heartless. I just don't know what more I can do to get my delivery. If I cancel I'll have to pay a much higher price for an emergency delivery now, I've already spend £30 hanging on trying to get through on their phone line , to no avail.”
“Nightmare ordered via BoilerJuice, three missed delivery dates will be out of oil as the next delivery date on the account is a further week away. Don't use this company. 5 weeks will have passed from date of order to next projected delivery date. Oil Tank empty.”
