Northern Energy Autogas Ltd (Complaint)

Tristan_09

My family's whole christmas has been ruined by Northern Energy Autogas Ltd based in Harrogate.

In mid November we moved into a farmhouse which is heated by LPG stored in a tank. We contacted the supplier (above co) and they advised us that we had to pay up front for has to be delivered. o problems so far.
We had enough gas in for a while so we advised them of our details and said we would be in touch when we got to 30% capacity in the tank.

We rang the company on the 13th December and ordered 500 litres (half the tank) and they advised it would be delivered within 5 working days, by the 18th it hadnt arrived, so we rang again, we were told they couldnt give us a delivery date, quite unbelievable but they said we would recieve it before christmas.
By the 20th the tank was down to 15% and we were getting worried as we have 5 children, the youngest being 18 months old.
They said the tanker had been on the way but had to turn round due to snow (fair comment it had been snowing), we were promised it would arrive the next day, it never did. We rang again and we were promised it would arrive xmas eve, yet again it did not, we ranf at half past three to find the offices were closed.

Christmas morning the gas ran out, we had 5 children freezing and had to cancel 12 guests coming to christmas dinner and tea.

We searched the internet for an out of hours telephone number and there wasnt one.

We have had no heating or hot water for four days now, we have had to find places for the children to stay and yesterday due to all the stress i was rushed to hospital with chest pains.

Has anyone experienced the same with this company, even if you have or havnt I would love to read all your views and comments of how i should approach them when they eventualy re-open tomorrow morning.

Sorry it was so long and thanks for reading.

from a very dis-gruntled, stressed, cold geordie.

Tristan:(

wobbley

Aren't there any other companies in the area supplying gas?

Tristan_09

Not in the area, and because they bought the tank off BP years ago they have a contract with the "building", so we are basicaly trapped.
We have aproached BP and others and they have said they cannot help.

jimexbox

You should post in the LPG sub forum.

Tristan_09

is that forum on this site? Ive never heard of it. we are very new to all this

jimexbox

Look under 'Utilities', sub board 'LPG & Heating'.

Tristan_09

thanks very much for that jimiexbox, over there now having a browse.

Hammyman

Tristan_09 wrote: »

We rang the company on the 13th December and ordered 500 litres (half the tank) and they advised it would be delivered within 5 working days, by the 18th it hadnt arrived, so we rang again, we were told they couldnt give us a delivery date, quite unbelievable but they said we would recieve it before christmas.
By the 20th the tank was down to 15% and we were getting worried as we have 5 children, the youngest being 18 months old.
They said the tanker had been on the way but had to turn round due to snow (fair comment it had been snowing), we were promised it would arrive the next day, it never did. We rang again and we were promised it would arrive xmas eve, yet again it did not, we ranf at half past three to find the offices were closed.

Christmas morning the gas ran out, we had 5 children freezing and had to cancel 12 guests coming to christmas dinner and tea.

We searched the internet for an out of hours telephone number and there wasnt one.

We have had no heating or hot water for four days now, we have had to find places for the children to stay and yesterday due to all the stress i was rushed to hospital with chest pains.

Has anyone experienced the same with this company, even if you have or havnt I would love to read all your views and comments of how i should approach them when they eventualy re-open tomorrow morning.

Sorry it was so long and thanks for reading.

from a very dis-gruntled, stressed, cold geordie.

Tristan:(

ALL heating oil and LPG suppliers have been in the same boat. Because of the weather and being unable to get to customers, there has been a backlog.

Sorry but you've only yourself to blame. It was widely reported on the local news that deliveries of heating oil etc were WEEKS behind well before 13th December.

http://www.bbc.co.uk/news/uk-12006670
17 December 2010

'Very serious'
At Westminster, Energy Minister Charles Hendry has warned that more heavy snow over Christmas could lead to "very serious" shortages of domestic heating oil.

Speaking in the Commons, he said higher demand, coupled with restricted deliveries and soaring oil prices, meant many homes were already having to wait up to four weeks for supplies.

Tristan_09

Sorry Hammyman, but i cant agree with you on that one especialy when the driving times were relaxed to get deliveries of all diferent types to the destinations.
Also,if that was the case then companies shouldn't promise customers and give them false hope of deliveries, i'd rather be told up front rather than being lied to,i think a lot of people will agree with that.
There is also legislation stating a companies "obligation" to the client.

thanks for your comments anyway

Tristan

Tristan_09

Just an update from yesterday's posting.
After complaining and arguing with Northern Energy they have agreed to have canisters brought up from Bishop Auckland to County Durham where we are with an engineer to top up our tank at their cost.
They have also agreed to send a tanker up tomorrow from their base in Harrogate to put the gas we ordered into the tank. I dont hold any faith in them arriving tomorrow but heres hoping.

Worryingly,they lied about there answer machine, lied about there top up service and lied FOR there driver, they also they do not record any calls in that company which is rather strange for as they say a big supply company. They also got very personel with my wife regarding my children which i found astonishing. My wife advised the manager that we had an 18 month old baby and that we were freezing,then my wife advised her that she was going to work and the manager said "and where do you think your leaving your baby when your going off to work", highly out of order.

Will keep you updated.

Tristan

Tristan_09

Just had the engineer here who has placed 100 litres into our tank and we have heat in the radiators again, thank god.
heres hoping the tanker will arrve tomorrow as promised.