BoilerJuice

AVOID!! I can say that this is one of the worst company's in respect of customer service that I have ever dealt with. I placed an order for delivery within 3 days over 2 weeks ago, and have still not received the oil. I have spent long periods trying to contact them, waiting on hold, and then being given assurances that someone would be in contact with me. Only once did someone get back, and this was to say that the only way to resolve the problem and receive delivery was to reorder. This was at a higherprice. My tank was running very low so I did this, and was told that I would be given priority, and delivery would be as soon as possible but within 3 days. No delivery was made, and I am still waiting for someone to contact me after phoning yet again. I have asked to speak to a manager, but was told a number of times that this wasn't possible. On one occasion when I phoned the line was disconnected while speaking to the agent who was not very helpful. When I tried to phone back I received a recorded message saying that the office was closed.In desperation, I have now ordered some oil from a local company who have delivered the following day. The oil was a little more expensive, but not much when you take into account the two service charges made by BJ. In addition to these charges I had to call out a heating engineer which was totally unnecessary and incurred additional expense.I am still waiting to hear from BJ about my order. I have used the company for some years without a problem, but it appears that something has changed.

I have been a customer of Boiler Juice for more years than I can remember.With the exception of a couple of hiccups I have found them to be quite reliable in every way. They, in January 2022, offered a deal of £50.00 credit if I joined their metered delivery system, a regular payment, a smart meter reader installation, what could be simpler? Or so I thought. What a mess!I am on the verge of cancelling the whole deal even after the installation of the smart meter. I cannot get any response from the company whatsoever,it's getting beyond a joke. They just do not know want to cough up the offer of £50.00 as promised. I was also not informed that there is also a service charge every month which amounts to over £70.00 per year. Think twice before you join.A Addington

My experience is almost identical to the last reviewer. I first received an e mail saying that my monitor was showing that my tank was nearly empty and I needed to deposit £360 into my account before they would deliver; I hadn’t even received the monitor at that point and I knew that the tank was half full. Once the monitor was installed, (by their own engineer), it obviously wasn’t working. Tried to telephone but they are not now accepting phone calls. Tried the chat line but the agent cut me off as soon as I typed in my query. The second agent said that she could see that the problem was at their end, the account hadn’t been set up properly and she could fix it; she would e mail me when it was done. No e mail came. After a week I tried again and was told it was being dealt with. I eventually got an e mail saying that it had been fixed but readings have not changed despite continued usage. Levels were getting low so I tried this morning to contact BoilerJuice, still no phone contact, tried the chat line and waited half an hour for an agent before it timed out. Sent an e mail but got a message saying that replies were taking 5-10 days. Tried to get a quote and was told that they are unable to quote let alone deliver. I was promised a discount of £50 when I signed up but there is no sign of that on my account. I had no problem in placing an order with another company this morning. I have never encountered such appalling customer services in my life and I totally regret signing up to BoilerJuice Connected.

The whole experience with Boiler Juice has been truly horrendous. I signed up to the Connected Service and you started taking direct debits and an engineer came out with our first delivery to put a monitor in the tank. As our tank got low, I contacted the company multiple times through the Contact us" option on the website to see when my next delivery would be. No response to any of the messages. After over a week of trying to contact the company

I have to admit initially, I gave this company 5 star reviews when first we set up our plan as I liked the customer service ....big mistake as time has proved. In March when our levels were down to 20%, we literally spent hours on the phone trying to find out why the delivery scheduled and after all their notifications, simply did not arrive with no warning or explanation. During one of the many conversations we had with their service team, we were told that if we didn't like it, go elsewhere. I have an elderly husband of poor health and became quite desperate. At no point was an apology issued. After 7 days a delivery finally arrived and that was quite a surprise with no notifications at all and it was extremely fortunate we were home to open the locked access gate.Then a couple of weeks ago we received an email at 3.30pm, to demand that just short of £500 be paid by 9.00am the following day into the account as otherwise they would not guarantee security of oil supply. Why when our tank at that point stood at 40% capacity was this dash for cash ?? This felt like blackmail. I wrote directly back to them receiving no response whatsoever. I wrote again informing them that we had cancelled our direct debit as we no longer had any respect for their practices.They now insist I pay £29.95 as I am in breach of the contract, even though they are fully aware of what happened and how unprofessional they are, it seems that is immaterial and that, poor souls, they must be desperate to acquire a further £29.95.Please consider if you need to enter a contract with this company, we will follow the advice of our neighbours and contact a local oil company directly, which in fact was cheaper and caused no stress whatsoever!

Awful experience Avoid this companyI was a customer of their 'connect' service when in January I was told my oil was low and they ordered oil without my consent and took over £300's from my connect account. Our tank was full and would not take the excess oil, nor did we need it. I advised them of this after a lot of hassle trying to get in touch with them. They said they would refund the money back to our account. To date we have not had the funds refunded. I have spent hours on their chat waiting to speak to someone and still haven't been able to. They are no longer taking phone calls. Three emails to their customer service have all gone unanswered despite me raising an official complaint . Next week I will be taking this to the ombudsman and trading standards as this company seem to be getting away with treatment customers so badly and keeping money that does not belong to them.I will never use this company again.

I've used Boiler Juice Connected for several years and it's worked really well. Recently however it has become absolutely impossible to contact them - just when we need the best advice. All the telephone lines have been disconnected, emails go unanswered and today I've tried the live chat. I had no answer for over an hour and then the chat just ended. Genuinely appalling customer service. I've called Certas who answered the phone immediately and were super helpful and also cheaper. I'll be taking my business that way.Since then I’ve had repeated demands to pay them £580 for more oil despite the fact I don’t need any. I’ve cancelled my card. Presumably they’ll be going bust soon.Edited June 2022 the negative reviews seem to have worked. I stuck with Boiler Juice and have had a problem with one of their contractors I rang them without much hope but got straight through to a very helpful lady who successfully sorted my problem. Let’s hope this new service continues.

Avoid this company and save yourself a lot of hassle - I have never know a company with no customer service.BoilerJuice initially failed to send a oil tank monitor, but invoiced for monitoring it for 2 months.When the tank level monitor did arrive after I spent hours on the phone, having run out of oil, the monitor didn't work, but they invoiced for it.I cancelled the contract and asked again for a refund - No answer, but the keep invoicing for this fictional service.I am about to resort to the small claims court as they have ignored every request including via online complaint service Resolver.Check out how many terrible comments are posted on TrustPilot and ponder how or who is posting sufficient postivie reviews for them to have a good rating?

Awful customer service - doesn’t even deserve one star. I would be happy to discuss the lack of customer care with whoever is paid to lead that in this company…..We are left with no confidence in your ability to keep us with heat and warm water. Really regret our decision to sign up for your ‘automated’ process that has no human interaction. Had to contact a competitor to order a delivery even though we pay for a monitor service and a monthly top up fee.

Put in my first order and was pretty impressed to start with but when trying to put in a second order the customer service went down hill massively. Done a quote for 500l and was being quoted almost £180 more for my oil than my parents which live very close to me. Tried to speak to someone on the phone and kept getting passed in circles on their automatic phone system as only way of speaking to someone was to be a new customer. Sent two emails which were ignored then had the cheek to send me a response asking for my feedback which I gave them and was told I'd get a response back and never did. Have since withdrawn funds from boilerjuice and gone to a competitor who told me they would deliver within 10 days and delivered next day! I would honestly avoid boilerjuice unless you want extremely bad customer service and to be ripped off.