Countrywide problems

welshsue

Changed from Calor to Countrywide last year as was getting really fed up with Calor and all the changes and have had nothing but hassle from them (countrywide).

I signed a 2yr contract with them on a payment plan which was payable over 12 months. About a month into the contract they changed this to each delivery had to be paid over 6 months (didn't bother telling me and I have not signed anything new). Each time I now ring them they tell me I cannot have a full tank as still have a leftover balance and so can only deliver an amount which means the total cleared in 6 months (signed up at £80 per month which was what I was paying Calor, now having to pay £100 per month bearing in mind countrywide cheaper)

Ordered gas online on 26th Jan and had a phone call on Monday 28th to say could not have a full tank due to the payment, we could only have 900 litres, we told them the reading was 10% at that time. We Agreed to this and were told they would deliver on 6th Feb.

Have just rung them as none has been delivered and we are now way below 5% and scared of running out and they have said that they are way behind on deliveries due to problems their end and the gas will not be here today. They said the date given is only an advisory and they could be here a few days later. I have ranted at them and told them its not good enough as I will be out of gas tonight and if they are not going to deliver then they should let me know as I was told they would definately be here today (I am disabled and housebound which they are aware of with 2 young children but it seems i am still not a priority :mad:)

They have now gone off to see what can be done. She also threw into the conversation that we should be ordering at 40%... this was never told to me whilst signing the contract or indeed since and we never did this with Calor, it was always 10 - 20%. She also threw in that if we ordered gas today, we would have to wait 4 weeks for delivery :eek:.

What is the point in giving a reading over the phone when they don't look at it and prioritise people who are low.

I am now awaiting a phone call from them to advise on whats happening with a delivery...

longforgotten

Firstly Welshsue I hope you have had your delivery of gas by now and your house is now nice and warm.

I too am with Countrywide , not on a payment plan, and ring up when I want a delivery. I have known, maybe not from the beginning, but for a very long time that they like customers to request gas when 40% left in the tank. It's been mentioned on the phone when I request gas. In October/November tiime each year I've had a letter reminding me to make sure I order in good time for the bad weather, can't remember exactly what the letter said but that's what it amounted to.

As for Calor I had a friend to whom Calor refused to deliver gas until she was 20% or below. As you were a Calor gas customer once upon a time are you sure that when you changed to Countrywide you thought they would apply the same 'rules' as Calor ? Also perhaps you're missing out on information because you order online. And on that note I've tried to find some mention of 'fill at 40%' on their website but to no avail........I think they should fix this, mention it on their website because to me it shows they can perhaps offer a better service and give customers peace of mind.

longforgotten

Also, just wondering, how much you are paying for your gas.

Me being a Welsh girl and all .

ilikecookies

I feel for you OP and hope you have now had a delivery.

Re-ordering at 40% does seem rather extreme and rather suggests that Countrywide have supply issues. Indeed I considered switching to Countrwide myself (before I gave up on LPG entirely and switched to oil) but the rep told me to hold off for a month or two because they were having supply issues. I didn't see that as a good omen!

longforgotten

Horses for courses........I am very pleased I can order at 40% because I then have a small bill and because I know I always have plenty of gas.

I pay my bill in full each time and I'm very happy with deliveries.