“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”
“Where to start with this awful company....
Order placed on the Jan 2nd with a latest delivery given as the 9th of Jan.
Suffice to say we still have no oil on the 15th of Jan.
I have emailed 4 different email addresses with no reply.
I have messaged on facebook with no reply. I have commented on their FB posts and they have just deleted them.
They have no phone number to reach them on (very dodgy in this day and age)
I will now be ordering elsewhere and contacting my banks fraud department to get a refund.
It's a shame as I've used them 3 or 4 times before without issue but I understand they have been brought out so maybe they dont care anymore??
AVOID LIKE THE PLAGUE!!!”
“Below is a review I left of Homefuels Direct, which is basically Certas, so I thought I'd share my experience for those considering going direct (spoiler alert - DON'T)
Price is good but that's where it ends. Having made a number of orders with them, all of them have taken the maximum amount of time estimated and never turned up on the day they notified it would. If your delivery is on a Friday forget it, you wont see them until the following week, that's happened to me twice now. They also don't respond to queries through the online form, you have to get their number online if you want to speak to someone.
Written in great frustration because, anticipating higher usage over Christmas and longer lead times I ordered oil before Christmas but it didn't turn up today as advised and I have run out of oil.
Reading some other reviews other seem to be having the same issue as me but struggle to contact them. They are part of Certas Energy and the number is 0345 600 4040
Update on 10/1/24
Still no oil! 6 days without heat or hot water. I have been speaking regularly with Certas Customer Services, who are very nice but as much use as an ash tray on a motorbike. They can't call the depots only email them or send a message through some internal written comms system, which I'm certain is completely ignored by the depots, who don't care because they know that they don't have to answer to anyone. They don't know where the depots are, although 30 seconds on the internet solved that one. They have absolutely no influence whatsoever over your delivery so can do nothing but tell you what the website can, they have no ability to offer any service whatsoever.
The excuse every day has been that the driver ran out of time, yet I was told this morning that I was the 10th delivery so should be with me mid-morning. Which is EXACTLY what I was told this evening when I rang to hear the same rubbish they've been spouting all week. I've probably got the truck that only does 9 deliveries!
I'm supplied by their Bristol Branch who clearly couldn't organise the proverbial in a brewery.
Also noted that their price comparison graph comparing them to BoilerJuice is extremely deceptive because in my area the aren't at the moment. I think they are probably picking their lowest price and BoilerJuice's highest, which is for an emergency delivery.
I responded to their message below (you cant see it in this post, but check other bad reviews to see it because it's boilerplate), which was followed up by 2 standard emails, the first saying that my query had been sent to the 'relevant dept' and the second, today, saying that my query hadn't been dealt with in the timeframe, but not to worry because they were still dealing with and would come back to me soon.
What a shower of muppets. The short story is they just don't care about service levels and are big enough that they don't care about your custom either, so have put a pointless customer service in place as a buffer to fob you off.
Stick to your local supplier and pay a bit more.”
“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.”
