“It looks like a scandal is brewing. I have always experienced all the difficulties in trying to order gas. A general email was issued a month ago stating that there are LPG shortages.
Today I have attempted, repeatedly to order online..an erroneous 'site safety' notice has been put on my account page.
Customer services confirmed in a email that it is an error but just told me to order via customer services by phone. Despite my having told them that no one answers the phone.
When I tried to reply to the email from Customer services. all my previous messages disaspeared and an automatic reply from customer services said I should not attempt send more messages.
I have made repeated calls of over 50 minutes to not avail. Just the same mindless music and the recorded message saying You are in a queue. We value your custom and will reply shortly. They don't.
I am in a contract. I cannot just terminate it. Or can I? I need LPG for my hot water and heat. I have made a formal complaint on their web page.
It is clear that they do not want to deal with their customers.
Can this be taken up by the media? It is truly scandalous.
It is happening NOW. FEBRUARY 2024”
“Absolutely shocking company. We are on the automated delivery system which has been fine until now. I received notification on 29/11/23 that an order would be delivered the following day. Nothing arrived. I have been unable to do anything via the online portal because an order is 'pending'. Today, 12/02/24, still no delivery. Gauge is now at 5%. No replies to emails. On hold for in excess of an hour and still no answer.”
“Systematically delaying and obstructing our household LPG switch to a new supplier for months with unfounded excuses and almost complete absence of any responsible response and resolution despite being chased numerous times with complaints email by us and also our new supplier.
Instead Avanti Gas is trying to shift blame/responsibility to their cathodic test company for a test done over a month ago which results commonly take 24-48 hours and without these switching to a new supplier is not possible. Now the tank is almost empty, freezing temperatures are more frequent and we are not only risking interruption of our normal family life, extra heating costs with electricity, but also in case of sudden frost the risk to our house water pipe work getting frozen as well.
We cannot go to another supplier as Avanti Gas still holds the rights to our LPG tank and won’t transfer these over to the new supplier, we cannot order a refill by anyone else, we cannot get a resolution from them for months. Their latest suggestion was to pay them £1200 for a full refill when available until the issue is resolved..
It’s astonishingly concerning how a company with so many bad reviews and complaints (Trustpilot, Reviewsio, Trustburn, Trustmeter, Resolver, Google) is allowed to operate and behave is such unethical manner, with no accountability.”
“Absolutely useless company, zero customer service. They do not care about customers, they do not answer emails, or call back. If you manage to get through on the phone after an hour or more every time they cut you off or are zero help and promise call back then no one calls you back. The only time this company is proactive is when you cancel your direct debit😂. The you will receive hundreds of threatening letter and emails 😂😂.”
“Avanti gas I am disgusted with your service. Waiting since the 18 Jan for my delivery and my tank is now on zero.
You need to sort your issues out - I ring every day and am told my request is urgent ~ that is a lie . Stop treating loyal customers this way and deliver our gas that you collect money for each month”
“We were supposed to get a gas delivery on 8/01/24, waited in 6am to 6 pm and no one appeared. Did ring at 4 pm and were assured they were on the way! Eventually another delivery was arranged for 31/01/24, which did arrive. The delivery drivers are always lovely. Got an e mail to say what money we owed on 2/02/24 by which time I couldn’t get onto our online account. We hate owing money so paid it through our bank with details from a month before when we had paid the annual service fee. Now we can’t get onto the online account still and have had no receipt for our money. This morning we received a bill for the money we have already paid and still no receipt! The stress of the whole procedure is making us ill and no one will help us.”
“Have been without gas for 12 days now, constantly getting the run around, got a text to say they were delivering last Friday, did not deliver. even to make a complaint its 72 hours at the earliest for a reply. Still waiting. Bigger question is - is the company in trouble. All of these reviews say the same thing.”
“The exact same as all the reviews below. We have been asking for a delivery for weeks. They rarely respond to emails and never answer the phone. Stopped using heating to save gas and now just using hot water occasionally. Gauge reads zero.”
“After running out of LPG with no delivery insight, I changed supplier with the maximum completion date by law, being 22/1/2024. Avantigas failed to supply the new company with the requested paperwork within the 28 days. The new company has now cancelled my contract with them, so I am left, bent over one of Avantigas empty barrels, to carry on being shafted. I promised my now disbanded family that it would be ok. I trusted and was really let down.”
“Disgusting company and the CEO just got a rise!!!!!! Can’t speak with anyone and can’t order a refill. When are Avanti going to answer our questions. We are going to our ombudsman. Think they are going bust.”
“Sadly I have given them a star they should have minus 10000 stars they are an utter disgrace, no one to speak with, you register on line and nothing !!!! we have been with them since day one over 30 years and I am disgusted all I want to do is order a refill !!!!!!!!!!!!!!!!!!!!!!!!!!! I feel they have trapped our church into having no heating and not a sole to speak with yet the CEO gets thousand upon thousands pay rise> We cannot go to anyone else or they will charge us. Truly frustrated and very angry about to take to The Obadsman.”
“I am so frustrated it’s unbelievable.
Our tank has been on 0% for 14 days, I echo everything that has been said below. It’s disgusting we can be left like this with no answer on when we will receive the gas and we are unable to use anyone else. Hands are tied and it’s very stressful. Our health is now suffering because of it. I also have a young child and an elderly relative staying with us but we are going to have to move out as we can not live in our own home any longer. What’s the solution?”
“Service? What Service. Placed my order on line when at 20% on 17th Jan now the 31st and down to 5% Have a vulerable person in the house and can't get in touch with Avanti by phone and their website is not working. Not answering emails. If the weather was bad I could understand but this is ridiculous. Wont be a clinet much longer”
“This has to be one of the Very Worst Companies in Britain!
Never has so little been done for customers, they trap you in a contract so that they have exclusivity of supply. You order, wait 3 weeks, nothing happens, so to urge them to deliver you truthfully advise that you have no gas, ie zero on the tank gauge, thus no heating and no hot water. NOTE that you can't order if your gauge reads more than 20%!
If by a miracle you could find another gas supplier and buy some gas... they 'fine' you £220.50 for not having a tank gauge reading zero!!! Does Putin run this awful company? Will I soon be pushed out of a window in a 40 storey building for telling you the truth???
After weeks of waiting for a delivery we ran out... a whole week ago, so many times we have rung their number and suffered 45 minute waiting times, spoken to their staff, who always say that they will pass this on to Head Office. Response absolutely nothing, zilch, Total Silence.
With a view of writing to the CEO of the company, we checked the company out on the Government Website for Companies. Result? Well this grotty lot have had so many changes (too many to point a stick at!) of Directors over the last few years that one can see that it is a ship without a rudder, without leadership, it's no wonder that they are in such a mess!
Leadership = Zero.
Customer Satisfaction = Zero.
How many are customers wanting to dump them? Probably all of them, me included.
Do not under any circumstances give this useless crew a contract, you will forever regret it!!!
In the middle of all this they have written to me... 'Am I happy with their service?' (Honestly!) Then bold as brass... As of 3rd February your price will increase by over 10%!!! Does JK Rowling write their scripts?
Oh Yes, and this is not the first time that they have taken many weeks to deliver, they have done this twice before. There is a family nearby living with a frail 91 year old lady, you have guessed it, they are waiting too, and down to the last few drops of gas.
A high flying solicitor friend assures me that by not delivering the gas then they are breaking their contract... so is anyone interested in taking a class action against this dreadful lot??? I am looking for others to join in order to keep individual costs down. It does appear that we have a VERY good case.”
“Service good, with helpful staff until the winter months when you need them most. Gas under 5% in tank, despite orders being triggered at over 30%... Deliveries scheduled, but not made. No way to contact a person to resolve issues as phone lines ringing as unavailable. There has been a bad service for last few winters, but this year is the worst ever!”
“Very poor service and communications . Very difficult to get a gas delivery ordered even when promised! Renewing of contract was painful - no final renewal offered provided until after my contract expires! Would definitely not recommend this company”
“Dreadful company. We generated an order on the 24.11 2023. Still no delivery. We renewed our boilers in 2023 and if our tank runs dry they will intake air and probably cease to work. We are now 2% concerning gas for our hot water and cooking. Turned central heating off and our house is freezing and feels damp. Have spent nearly 17 hours on the phone to them ringing them every other day t9 be to,d the same thing 'rest assured we will not let you run out'. Right! Emailed Jeremy Vine BBC Radio 2 as he did a programme last Wednesday about Avanti, local MP, the Guardian, The Observer, the LPG regulator, Avantigas complaints (3 times) Avantigas gas enquiries (4times) Avantigas CEO , zilch! However I have now cancelled my direct debit and got a letter in the post the very next day yet they cannot schedule deliveries.
I am assuming it is because I am on a very low rate until my contact ends on 13.2.24 so my guess is they won't deliver until my contract runs out so they don't have to sell gas at a lower rate. Problem is Calor gas want your tank 20% full before they will take over the transfer. SOMEONE PLEASE HELP! 😡😡😡”
“We have less than 2% gas in our tank so not using our central heating as we are about to run out and after taking 2 days to speak to anyone and also being on Auto replenish at 25% no one can help. Tracey the person taking all the flack at the other end of the phone call can only apologise and pass us on as an emergency. No one as yet has been to make a delivery of gas to our tank.”
