Certas Energy UK Limited

Don't let them service your boiler. My Dad is 88 and the state of his boiler was appalling. They didn't even pick up on carbon minoxide. He could have died! Now they're chasing him for the radar back. They didn't fit that right, even though everything I contact them they're basically calling me a liar. Stay well away from them. I'm sending photos etc to Oftec! These are just a few photos. Certas are passing responsibility as the photos show it dismantled, ofcourse it's dismantled

Avoid using Certas Energy, or Home Fuels Direct (which they are trading as). Order never arrived by the delivery date. We ordered oil on the 5th February, to be delivered on or before 19th Febrruary. It is now the 19th February, and our order has still not arrived, and the tracking still states that they awaiting a dispatch date. They don't provide a telephone number that you can call, so it took quite a lot of internet searching to find a number to actually talk to someone, as I never received a response from my submission of the online contact form. I spoke to them yesterday (18th) and they were only able to tell me "it says on or before 19th, we cant tell you the delivery date as it hasn't been set yet, check on the tracker after 1600, which is when it updates", and it still says the same today. Called again today, and they were only able to tell me that it wouldn't be delivered today, and they can't tell me when it will be delivered. They have had the order for two weeks now, but yet haven't been able to provide the service I paid for. I have therefore cancelled the order and I am taking our business back to BoilerJuice, who we have never had a problem with. We chose Home Fuels as they were slightly cheaper, but this clearly shows that cheaper isn't the right thing to do.

This is what a brother company of Evri delivery feels like. Where is my oil that I have paid hundreds of pounds for? Out of two of my orders they messed up both times. They have charged me £500 for my order 9 days ago and driver simply never showed up, several days they promised he will come and he just doesn't. And there is nothing you can do, operator won't give ANY real updates. Imagine your worst experience with utilities company who fails to get things done? This will be worse. 24 min wait on the phone every time you call them (according to my last 8 calls) only to get through to the operator who can track your order. But she won't. She would say the driver Dave is on his way and you will get your order today surely. No heating in the house, no hot water in the house with a small child for 9 consecutive days because Certas fail to manage their drivers working hours and obviously logistics of delivering oil to a house 11 min drive away from their depot is beyond their capabilities. First time with the oil was ordered well in advance. Left our family home with no heating over the New Year's Eve and delivered in January 6th instead. Called them 4 times on expected delivery day prior the delivery time to ensure driver is en route and delivers. Not delivered. "Reason - driver could no access the property". It's a detached house with an ample driveway. With whole family waiting for the delivery all day inside. Certas randomly rescheduled delivery for 6 days later. Ordered second time with them on 7 of February. Delivery Friday 13th. Call them on delivery day again in the morning at 10am, an extremely unhelpful operator answered after 25min (obviously) wait on the phone that the driver is on his way. Will deliver early afternoon. Called them again at 4pm - "oh sorry, our driver ran out of WORKING hours and went back, so we rescheduled your delivery for next Monday. No we won't deliver your order on Saturday. Yes we work on Saturday and Sunday but we have a large backlog of clients who did not receive their deliveries on days before you so they are a priority. Wait for Monday" Today is Monday. Morning the operator promised oil will be delivered early afternoon. We stay in all day, garden door open etc. I called again at 4:30, waited for an answer for 34min, operator did not pick up, and 5pm their working day is over. No one showed up obviously and even their phone operators are shamefully avoiding answering awkward questions

Terrible service by Certas Energy, and its subsidiary Homefuels Direct. They failed to deliver, and cancelled my order as I was running out of oil. We ordered on 24 December and was given a delivery date of 12 January. Nothing was delivered and there was no contact from supplier despite multiple emails and attempts to call Homefuels Direct throughout the week. On 16th January finally called Certas directly and was told delivery would be that day. However, nothing was delivered, so called Certas back at 4pm and was rudely told the driver attempted to deliver but the tank was locked--I was home all day waiting and no one attempted to deliver and there is NO LOCK on my tank. No attempt to get in contact or knock on the door. They lied and CANCELLED my order. By this point I was down to less than 100L of fuel.

Cold callers and scammers

Unwittingly, I became a landlord to this company 2 years ago. They should have been out by the end of April, having paid their dues. Still ducking and diving like mad. If this is how they treat their landlords, God only knows what they are like with their staff. I hope their landlord in Warrington never experiences the trouble I am experiencing here in north wales.

I ordered on line for my granddaughter my second time, reasonable price and was given a delivery date whiich was met, I live on a narrow road with limited parking so asked for a small vehicle which was no problem

Excellent service nothing is to much problem

I cannot stress how poor this company's service is, would leave zero if i could I placed an order with them and received a text saying it would be delivered on the 30/03/2022, On the day of delivery no oil came, after speaking with an agent i was told the lorry had broken down so they will deliver it on the next available date, 6 days later i still had not had any response so i called with over a hour on hold i eventually spoke to an agent & was assured it was going to be delivered today 06/04/23, I received a text in the morning saying the lorry had broken down again, whats the chances of it happening twice, as far as i concerned it just an excuse. Then to make matters worse i called in was told a manager would contact me and said it will be delivered on the 07/04/23 i thought its good Friday but better call then to make sure 2 hours 45min on hold to be told sorry they can't deliver it again So still waiting meanwhile left bank holiday weekend on extremely low oil

The worst company I have ever had the misfortune to use. Total dis regard for customers, No respect for my property. No one answers the phones. Ignorant. This company should be struck off by company house. The CEO of this company is a joke. Sort out your Ignorant drivers & your useless non existent customer service staff. Better still learn what customer service means. Disgusting.

They delivered to my mother a week ago putting the wrong oil in. Had to be drained out but apparently they couldn’t do anymore due to gunk in the tank!!!! The reason obviously because they mixed diesel in with it. I’ve called which has taken over 3hrs in all only getting through once. Meant to call me back Monday but still nothing. My mum is 79 disabled and house bound. They have left her with no heating for a week!!!!! She also had over 300ltrs which they drained off as well. Absolutely disgusting company that can treat vulnerable people like this. I shall be contacting a solicitor if not heard anything by the end of this week. Would be better if you could actually get through on the phone. 😡

Same story as a lot of reviews ,if i could leave 0 stars i would 10 days and still no oil promised today and didn't turn up , have a toddler and a disabled in the house ,shame on you Certas, emails not answered ,texts promising delivery your communications skills are zero ,your service is zero , you are the DPD of the oil world ,unreliable, aloof, uncaring hope you have a fabulous weekend in the warm unlike us.....very angry... must email the national autistic society and let them know what an uncaring unreliable company you are for the disabled

Terrible company, left a vulnerable 88 year old gentleman with out fuel for a week. Don't answer phones, very over priced!!

Just dont use!!! Simple - they cannot deliver what they promise!

Ordered oil on 5th December. Told it would arrive by 15th December in time for Christmas. It is now actually not going to be delivered before the holiday period which is a problem as we are pretty low on oil. I’m afraid this standard of service is really unacceptable.

I have tried to contact Certas four times by phone and once by email this week due to an overdue delivery and no agreement on price. I have spent nearly 2.5hrs listening to their "hold" music/message and can now recite it verbatim. Absolutely appalling customer service!!!!!!!!

Terrible service. We went with Certas as our usual supplier was more expensive. The experience was dreadful. Having told us the delivery would be on a specific date it didn’t turn up. No info available from Certas. Impossible to get through on phone. Emails went unanswered. Twice held for phone for over 50 mins. Left message on automatic system. Didn’t call back. Awful awful service. Eventually the oil turned up 10 days later. Never never use them

On hold for over 18 minutes listening to recorded message saying they know I'm waiting and my call is important to them. Gave up...

Please please don't use these people. Take your money, lie about deliveries, never call back etc. The worst oil company I have ever used. Save yourself and don't get pulled in with the £40 voucher not worth the hassle

Emailed order and received Order Confirmation on March 23rd. Promised to send us details of delivery 24 hours before delivery . Waited patiently for said e mail until today . Were told that no e mail from us was in their system !! How could we have an Order Confirmation without an order ? Customer service - NIL .

Very good

Absolutely appalling!! I'm a 72 year-old Ex-serviceman pensioner who Certas has left to Freeze!! Their pathetic excuse is that they can't get up my road, even with their smallest vehicle. All the cottages (incl. mine) on my road have been supplied for years by all the other suppliers in my area. I simply do not accept their assertion that they cannot supply me due to inaccessibility. Don't phone and expect a call back - you won't get one! Don't email - no one will reply! No heating or hot water for six days! On no account use this company.

Don't even deserve 1 star. Ordered fuel on a Friday for the following week on Tuesday. Delivery did not turn up and I was not made aware of this. Constantly chased but kept delaying. Appalling customer service, a delivery should not delayed by 2 days!

Despite constant assurances that my oil delivery would arrive before the 2 week deadline on the morning of the delivery I received a text saying that my order was delayed but they could not tell me when it would be delivered. Obviously they couldn't decide what excuse to use but some of them included a back log of orders and a covid outbreak amongst their delivery drivers. AVOID USING THIS COMPANY

Absolutely disgusting prices. Avoid the fuel cards at all costs. We have just found out we've been paying £2.04 per ltr for fuel at the pumps when the using the Certas cards. A criminal 30% mark up. They need to be on watchdog.

Great team and great service!

25% more expensive that other domestic oil suppliers

Dreadful - condemned a perfectly working boiler. Certas' gas engineer condemned my oiled powered boiler 2 years ago - they claimed they couldn't service it as it was too corroded. I was presented with a random corroded washer and the necessity to get a new boiler. I didn't fall for it.. I organised my own service. I have no idea what their engineer was looking at but the boiler survives 2 years on fully serviced and going strong by a great engineer in N Wales. My independent gas engineer told me he had no idea what Certas was on about; there's a small amount of corrosion due to a. minor leak. Boiler is great. Don't let these people service your boiler. I don't trust them

Brilliant very helpful got me a great deal on cost of fuel oil kerosene. Drivers are polite and friendly

I've had 6 or so deliveries from Certas Energy ordering via The Oil Club. Though I'm told by Certas that they always inform customers of the delivery day in advance only once I have received notification (a text) in advance - about 10 minutes notice! For my latest order I received a text at 2.00pm saying "your fuel delivery is on its way. It is 3.5 miles way" - it never arrived. Now trying to call them and told it would be quicker to get the information I need via the website, so went there and had to register an account which I'm told would pair with my orders, so set up an account and once logged in the site says "no orders found!". Still waiting to see when the delivery is going to be..

I phoned CPL (CPL Petroleum is a trading name of Certas Energy UK Ltd) on 17th Feb. to order 1000L of heating oil to be delivered over a 7.5T bridge. They arranged delivery on Fri but failed and CertasUK texted it would be 24th. Another fail another text stating now the 25th. Another fail but no text this time. I phoned and their driver said they don't have a small enough lorry, but leave it with him. I cancelled order.

Steven helped me out loads with a flat tyre on a country road today. Amazing act of kindness!

Order heating oil via Boiler-Juice. Did not deliver as per scheduled or no notification for delay. Called next morning (Friday), apparently they had a vehicle breakdown so they couldn't deliver as per scheduled. They told me the delivery will be sometime next week. And asked me why I ordered so late, I explained we just moved into the house and the tank was empty. And they shouldn't take into consideration that to cover their delay. Very poor service I do not use CertasUK (used to be OJ williams) or Boiler juice any more as both companies couldn't rectify their delay fast enough. Very poor customer service.

Our fuel is split between 2 tanks but yet every time we have ordered from Certas they seem unable to grasp this..

After waiting 2 weeks for a oil and being told (once we rang them) that they had missed oil deliveries four times for us, we were then promised oil to arrive on Thursday morning. Nothing was received Thursday, leaving us over bank holiday, easter weekend with no heating or hot water!!!!

I bought a quantity of heating oil in containers nearly a year ago from Wrexham. I paid by card at the time. I am still being hounded by demands for payment with threats of interest charges. When I phone I am told to ignore the letters. A chaotic company. Keep clear.

Fast delivery and a really helpful delivery driver. Great experience!

First time we've used Certas; this through our oil club. Very helpful and friendly delivery driver.

Pleasant and helpful telephone staff but if you don't haggle the price you can pay 30% more than other providers. Even if you have been a faithful customer for 30 years!!