“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”
“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.”
“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 ,”
“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.”
“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.”
“What an absolute s**t show off a company
Been waiting on an oil delivery
3 days over delivery date I phoned them
Got told unsafe delivery!!!!!
Had plenty of oil deliveries and never been told its unsafe
I have a driveway for 6 cars so can't see how safe and considering I've been at home I know for a fact they haven't even tried to deliver
It's all an excuse!!!!!!!
So where is my money that boilerjuice paid you and where is my delivery!!!!!!
I'm about to run out of oil and it's now the weekend
No communication at all from this company
The fella just says I'll look into it and call me back!!!!!
Yes guess what I'm still waiting on the call
PLEASE THINK BEFORE YOU ODER ANY FUEL FROM THIS COMPANY”
“Absolutely disgusted with this company. Over two weeks ago they put over 500ltrs of diesel into my mums tank, to which obviously cannot use!! They were meant to come and drain it all out and then refill. This has still not been done with the driver trying to throw blame on my mother saying there was gunk in the tank!!! A tank that was moved and cleaned out completely 2yrs ago.. so the incompetence is with them.
My mum is 79 house bound and partially disabled and they have left her with no heating!!! I have called numerous times with promises that it’s being sorted and I will be called back… still nothing, I swear they just make it up as they go along!! So as off today I yet again have had no call back and will be seeking legal advice Monday.
I would steer clear from this company as absolutely disgraceful that they can treat a 79 year old lady living alone like this.
After reading the reviews I’d be ashamed to own this company.”
“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.”
“Oil delivery was supposed to be on a Saturday, the driver turned up on Wednesday unannounced and complaining about the locked gate. He was very abrupt, verging on rude. He then marched to the oil tank, instantly declaring that the tank was unsafe to deliver the oil and then walked away. I was then contacted by Certas asking if I would like a quote from them for a new tank, no chance you cowboys.”
“Order placed beginning of Dec was supposed to be delivered the 6th of January. The 6th came and gone and no delivery. No new date given either. They don't answer their phones and they don't answer e-mails either. I have been on hold for 2 hours 30 minutes (yes that is correct 2 hours 30 minutes) as i am determined to speak to someone, but it seems that they just don't care and are not bothered to answer their phones. Please do not place a oil order with Certas. The service is unbelievably bad. I had to place another order with another company as my tank is now empty and the oil was delivered the same day. The company is called Rawling Fuels Ltd RG29 1SO. Fantastic service”
“Wish there was an option for negative stars. This company should be prosecuted for the total lack of customer care. How I wish I had read the reviews before placing my order. Like other customers I have spent a cold Christmas with a mix of elderly and baby guests in the house. My delivery, promised for 19th December at the latest, did not arrive. I phoned repeatedly and received just numerous case references and then further emails telling me that the cases could not be resolved. Of the six promises that they would call me back not one call was received. If it was possible to prosecute them for appalling service I would happily do it. Payment for the oil was made when the order was placed and the phone line has not been available today for me to request a refund. I am a pensioner and need to know I will get the refund before I can place an order with an alternative supplier. To cap it all on the delivery tracking "service" the order is marked as delivered!”
“Ordered Certas oil through BoilerJuice on Dec 6th. Promised on or before 23rd. Non delivered. New date of Dec 31st but just informed won’t be happening. What great service to elderly people plus children and babies for Xmas and New Year and nearly out of oil.”
“Ordered home heating oil on the Tuesday of first week in December with delivery LATEST Tuesday 20th. ( I hasten to add that for over 20 years I have ordered oil via Mole Valley Farmers without a single hitch and none of the following is down to them)
10am Tuesday 20th got a phone call from Certas to say delivery was delayed and the caller could not give me any information as to why the delay or when delivery might take place.
Tried contacting Certas on Wednesday 28th without success and it was clear no one was going to pick up my call.
Got Mole Valley involved and within an hour they confirmed Certas would deliver by Friday 30th LATEST. NO delivery and no phone call so this afternoon MV cancelled the order and placed it with another supplier for Wednesday 4th.
Certas claims to be the UK's largest supplier of oil and if the company continues this level of service it won't be long before it is the SMALLEST and the management should be shamed of themselves.
I strongly recommend that you one avoids using this outfit as service is non-existent.
Thank you Certas for a cold Christmas and what will be a cold New Year”
“Delivery was meant to be made on
the 21/12 but didn’t turn up until 23/12 . Not a huge problem but driver refused to deliver oil because of dog mess in the garden . There was dog mess but no where near the tank or access to the tank . He could have knocked on the door and alerted me to the problem but chose not to . I then spent an hour and a half on hold trying to contact the company only to be told that they couldn’t speak to me as I hadn’t placed the order . My partner would need to call them . I explained he was at work and did not have the time to sit on hold for more than an hour. Requested they call him which they never did . He has emailed with no reply . As it’s the day before Christmas Eve I’m assuming we won’t get our oil until after Christmas if at all . The dog mess is cleaned up so no excuse but no way of informing them of this . They have the money we have paid and we have no oil . Disgusting customer service”
