“Pretty much the same as everyone else. Impossible to call, no response to messages or emails.
What is the point of Certas Energy ? More like Lack of Energy.”
“Ordered over 3 weeks ago. Delivery date missed with no apologetic phone call or email. They take excessively long to answer the phone and don't reply to your emails. TRULY APPALLING CUSTOMER SERVICE, and having been with them for over 20 yrs, we find insulting. Still don't know when our order is coming. Also their online delivery tracking does not work. Seriously thinking about finding a new provider”
“If there was a no star review option I would use it. I've been trying to sign up to one of their boiler care plans with no success. Initially I got through to a very helpful lady, I gave her my details and and was told I would be contacted by email to arrange a date to survey the boiler.
Two weeks later I have still heard nothing from them and I have spent over a week trying to get someone the answer the telephone, which I assume must be in a locked filing cabinet, in the basement that has had the ladder removed, so you can't get to it!”
“I have been trying for 3 weeks to arrange a service date, I cannot light our range until it's serviced, I have left a ring back 5 times, 2 email messeges, even phoned the oil order line, on the phone today for 4 hours and still no answer. I also pay boilershield plus on our heating boiler and if this broke down we would have not hot water, nor heat in the house. Appalling service. The engineer is faultless when he services, it's the phone line and customer service that's really bad.”
“We have been loyal customers for over 40 years with Certas (previously JD Williams)using their boiler care and dd payment scheme.Prior to this week they have been excellent, friendly staff on the phone, prompt replies and a wonderful heating engineer, Leon,who serviced the boiler annually. This month we have tried to top up the tank, impossible to get a human on the telephone ,wasted hours holding on.Having made an order at last they have given us a date and failed to deliver 3 times, giving feeble excuses .Is it a completely different management now, what else would explain the volte-face ?”
“At first, they are friendly and supportive. I hope you avoid falling into their trap, and if you do, you can contact T O N E L I M I T E D. to get all of your funds back and profit from them like they helped me do. Once they have your money, they will tell you that you must increase your investments in order to increase your income, and even if you do, you won't get a dime.”
“Came home to find a piece of paper saying my tank had a crack on it photo was sent to me I called them they cut me off managed to get through told them photo wasn’t my tank been waiting 4 weeks for my oil I’m 62 and freezing I have no hot water or heating, took me 5 months to save to get this oil now it’s going to take me another 5/6 months to save money to buy more this will be in April/may before I can afford more oil as I can’t get my money back from them. I’m going to freeze I’m in the middle of nowhere with fields all around me there photo shows flat filling on top of tank mines a screw top”
“Appalling customer service I have been waiting to speak to an agent for 1 hour 45 mins & still counting...absolutely disgusting!
I will be cancelling my account today...avoid at all costs..even the delivery drivers are grumpy & not friendly at all!”
“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”
