“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.”
“I've been trying to get in touch and have so far been on hold for over an hour. Website vague, no chance of finding out the price of a litre of heating oil unless you tell them absolutely. everything. about. yourself.”
“Have been with this company for many years even when it was called Watson/Barton I was on the phone yesterday twice for 1 hour slots no answer, have been on again this morning did the ring back and still no answer after 1 hour so I also put email on to them around 10ish still no reply I have now been on the phone for 33 minutes still holding no reply how bad is this are we ever going to get a reply. ASt the moment should not even have a star rating it should be a very big ZERO.”
“Absolutely awful service,,,never, ever answer the phone, false delivery dates, all in all terrible customer service, worst company i had to deal with in many many a year....”
“0 stars would have been correct here! We ordered oil through one of your third party agents- Boiler Juice on the 1st December with a delivery of oil on the 13th December. You did not show- driver ran out of time. Did not show the next day- driver ran out of time.
Did not show the next day and after conversations on the phone, the liability doesn't stand with you but with Boiler Juice and Boiler juice's contract states that they are just a third party booking agent and once money is transferred, our contract is with you.
One of your team members told us over the phone that because we booked through a third party (still OUR MONEY IN YOUR POCKETS) we are not one of your priority customers.
Disgusting customer service and not entirely sure why you sign up and work with third parties if you cant deliver to these customers.
Boiler has now had to be turned off with a week before Christmas.”
“I ordered 1000 litres of heating oil after obtaining a quote and delivery was promised for 6 December. The oil did not arrive, when I phoned back I was told that the delivery had been stopped because I hadn't ordered from them since 2018 and credit checks had to be carried out. They could not say how long this would take and when my delivery might arrive nor would they even take my prepayment. If I hadn't phoned, I'd still be waiting for a promised delivery at an an agreed price that would never come. What a shambolic way to run a business.”
“We have 3-4 deliveries of domestic oil per year. Checked the price they charged for my last one....Over £90 more for a single delivery more than rivals !! Informed them that if they refunded the difference and price matched I would stay with them. I was promised a call back to discus the matter. It never came despite me calling another two times. A £30 refund appeared in my bank. I have left them. PLEASE...PLEASE....do the sensible thing. A simple price per unit comparison check will save you £100s per year.”
“Certas error led to no oil delivery. You'll wait 30 mins in a queue in their call centre and then have a series of false promises of delivery. Use someone else, these guys don't care about their customers and can't manage their operations.”
“I've had so many problems with certas it's unreal. From leaving oil leaking from my tank to losing the filler cap to non deliveries and extremely high prices compared to everyone else. Was due a heating oil deliver 24th August then told it wasn't booked but then confirmed it was then promised another delivery for 6th September and yet again no delivery. Totally unacceptable I have a baby and no heating or hot water for weeks now. When you phone to complain they make you feel like it's your fault total incompetence of a company.”
“I have had so many problems with lack of Communication from the staff and boiler men just turning up without Notification as the staff said they were going to call when he was available, I then leave it with having no hot water as a family and my young grand child staying more calls to see what's happening.. Imade a complaint after having to chase so many phones when they say we will call you back 3 days later 2 days later im calling them once again. I asked to make a complaint to the appropriate person but no they don't have no one so I get passed over and spoke to a guy who was very apologetic and said in a good will he would reduce my invoice when I receive them. I then receive invoices which they decide to charge me even more than their quote and for extra parts for the day after the boiler had a service and still NO hot water 4 days passed now no shower.. I call again to find out NO ONE know the guy I was passed over to.... I soon had a call from them when I cancelled the direct debt, although I did inform them I was doing this until the man had sorted my bills after all the stress and incapability of his staff... but once again the credit team did not know of this... then a young lady yesterday said her Manager would call me. and as I expected NO CALL. as a customer the services they provide is absolutely appalling... This have caused so much street on my health and a very high phone bill !!!!!!!! I bought a watchman of them and someone was going to call me to explain why it show 800 litres when I had a 1000 delivered.. I have had 2 calls in the last two weeks sorting this matter out... 1 to tell the price of a watchman and 2 for the direct debt being cancelled.. I am waiting to hear from citizens advice.”
“I am on a regular top up plan with Certas. They consistently email you the day before delivery quoting a high price. On each occassion I have managed to phone and get a reduction before they delivered. However the latest price quoted for delivery was 66p per litre exclusive of VAT, on phoning I got 45 p inclusive.
The delivery driver told me they always rip off elderly customers on this plan. They deserve to be nationally shamed.”
