“Trying to pay boiler maintenance by DD. On hold for 30 minutes and then cut off. Filled in a 'call back' form and no response within 24 hours. Invalid 'phone numbers on their contract and on 'Customer Services'. No boiler breakdown number. Spoke to their accounts dept without any delay but they transferred me back to the main 'no response' switchboard. Do not use this firm.”
“Same as last review. Was on hold for over an hour yesterday with no reply. Mentions call back but no way to do it. Says to order online but can’t do it if you pay by direct debit. Chat has no agents free and no reply to email. Not had any issues in the past really so not sure what has changed”
“I am an account holder with you in Somerset paying a monthly debit. You are providing a terrible service. Yesterday morning I rang you to order 1500 litres. I was held in a phone queue for literally one and a half hours, listening to your jangly musak and constant messages saying that you appreciate our call and will be with you shortly when an agent comes free. Occasionally it said there was a call back system but no instructions how to use it. You need to invest in a system that tells people where they are in the queue and the estimated time they will be waiting. And why are there no email addresses or customer complaint contact details on your website? F Robinson, Somerset”
“DO NOT USE ..... been 5 weeks now.... 1000 litres ordered and paid for, they've missed 3 x delivery dates, no apologies, they just don't care.... asked for management to call me and 2 weeks in .... nothing !!! your a disgrace Certas”
“Ordered on 16th September and paid for 1000 litres. Now on 1st October no delivery. Wish id read the reviews before ordering. Luckily I never let the tank get below half so have some leeway but that's fast running out. Tried the phone no joy, cant track as system isn't working. Not good enough”
“Holding on phone for 50 mins trying to chase up my delivery which should have been made yesterday (26.9.24). Tried to track online, useless. They’ve made no contact re delivery being delayed. Won’t be using again.”
“Catalogue of incompetence with this company. Yet again I have had to chase my order. Should have arrived on or around the 7th September but didn’t. I chased it and was told my delivery will be on the 16th. Quelle surprise it didn’t arrive! Chased it again.Told it would arrive the following day, if not then definitely the following day. Quelle surprise no delivery!! Chased AGAIN, this time told it MAY be next week. Almost out of oil!! Come on Certas earn your millions of £’s profit and provide a decent service!! You’re useless.”
“Despite being a longstanding customer on planned delivery, refused to deliver recently claiming the tank needed replacing.
This was done by shoving a note through the door. No attempt was made to speak about this or to offer any advice or evidence, or speak about replacing the tank.
Strangely enough they’ve waited until winter to do this rather than in the summer when there would have been more time to resolve it, leaving a vulnerable pensioner with less than two weeks heating oil and no time to fix it.
Despite sitting on hundreds of pounds of money they’ve taken in direct debit for the oil, you can’t actually speak with anyone at Certas as there’s never anyone to answer the phone, and they don’t call back.
Truly awful service. Avoid.”
“Ordered oil over 2 weeks ago
Ordered oil over 2 weeks ago. Cannot get hold of anyone, no phone numbers, no replies to emails. Where's my oil??
Reply from Heatingoil.co.uk
6 hours ago
Good Morning - Thank you for your feedback. So sorry to hear this, please accept our sincere apologies for the delay you have experienced on your current order. From looking at your heating oil account, I can confirm your order is out for delivery today. If we can assist you any further, please don't hesitate to contact us directly. Kind Regards Heating Oil
Reply 2nd Sept - How do I contact you directly?? Still no delivery!
3rd September - Email and voicemail stating delivery today, still no delivery!!
4th September - Called and received an email stating delivery today, still no delivery!! Waiting 30 mins on call with no answer
The definition of the poorest service ever. They say you will get a delivery time and routing info sent, received nothing!!
What do you have to do to get hold of someone or get a delivery??
Date of experience: 14 August 2024”
“Has Certas gone bust?? I telephoned for a quote twice on 3rd September 2024. Hung on for 15 mins both times. Recorded message says there is a facility for a call back from them & not lose place in queue. It doesn't then tell you how to use the facility. it is therefore non functioning. I sent an email on 3rd September via Certas website, No response.
Today, 4th September, same. No reply to telephone & recorded message telling me to hang on.
Apparently owned by a company based in Dublin.
Something very strange going on”
“Placed order with Heating Oil Club 29th July
Certas took payment 30th July
Scheduled delivery on or before 7th August
No delivery as of 14th August
No response via email, on hold for 23 minutes and counting
Completely unacceptable.”
“I have always thought Certas was excellent in every way until Friday. My boiler broke and I rang at 9am to ask for a quote for a new boiler. Held on till 9.34 hearing the music & 'your call is important to us' then pressed 1 for Certas to get back to me; at 10.05 they did but something went wrong and the operator had to consult her supervisor, but said she would get back to me. At 11.35 I re-rang, once again listening to the music and hearing all the things Certas can give you. At 11.57 I once again pressed 1. At 2.30pm they got back to me saying the engineer would contact me direct. I asked if it would be on Friday and was told Yes. At 6pm - nothing. One bad experience, but one that caused me to wonder whether I wanted the Certas engineers to quote me for a new boiler or should I go elsewhere.”
“Disgusting left our gazebo smashed to pieces including lights by retracting the hose back too fast. Will not replace or acknowledge damaged or apologise despite how much money this shabby company makes and that they will be insured, just avoid them they are vile.”
“I want my boiler servicing. Tried phoning (twice) no answer. Left a message, no response, used the "contacts" via website, no response. Still hopeful that someone will get back to me as I've paid up front. Looking for CEOa email address to see whether he/she will get rid of the current staff and replace them with others that care”
“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.”
