Calor Bulk LPG - major issues?

vikingvampireparrot1

I was wondering if anyone knows anything about the apparent issues at Calor?  I've had a search round a few consumer sites and can't find anything but there seems to be major problems.  We ran out of gas on Saturday morning (despite being on auto top-up).  Phoned Calor 5/6 times over the weekend, always told the same message "we've emailed the distribution centre to escalate, there's no phone number, they'll pick it up and update soon" but no updates ever came.  Monday morning phoned as soon as they opened, 44th in the queue.  No update, they'll send another email.  This morning, 71st in the queue, they'll email and cc the manager.  This afternoon they have stopped taking calls at all!  I'm now really worried about when/if we're going to get a delivery..........

booshya

vikingvampireparrot1 said:

I was wondering if anyone knows anything about the apparent issues at Calor?  I've had a search round a few consumer sites and can't find anything but there seems to be major problems.  We ran out of gas on Saturday morning (despite being on auto top-up).  Phoned Calor 5/6 times over the weekend, always told the same message "we've emailed the distribution centre to escalate, there's no phone number, they'll pick it up and update soon" but no updates ever came.  Monday morning phoned as soon as they opened, 44th in the queue.  No update, they'll send another email.  This morning, 71st in the queue, they'll email and cc the manager.  This afternoon they have stopped taking calls at all!  I'm now really worried about when/if we're going to get a delivery..........

I have heard that Color currently have a shortage of gas cylinders so some sizes are not available or are restricted to exchange only,  but that obviously does not affect bulk delivery.

Have you used their complaint procedure?

justwhat

Welllll ...twitter has a few people moaning about flogas deliveries...we are with them and  on auto top up tank down to 10%. 50 min wait on phone for them to answer.

WoozieSioux_tse

Have been trying to contact Calor for over a week. Unable to change supplier at the moment due to siting of tank in relation to trees (rental property). Never got lower than 58th in queue. Have been emailing for days, no response at all...

jfitz

Been without gas from Calor for six days now. They are unable to tell us when we can expect a delivery.To be honest we feel dumped on.Been on auto refill for twenty years.They knew we would run out.Now it seems we are at the bottom of the list.

justwhat

Well flogas came out approx 4 days after calling them 

pfidge

We're on Calor's auto refill, ran out of gas a couple of days ago and still waiting for a delivery. Have sat on the call line several times (163rd in queue atm) for agents to tell me that we are on that day's schedule. Obviously not! Let's see what today's excuse is.

QrizB

This story was mentioned on BBC R4 at 1255 today. Calor are blaming a spike in demand plus a shortage of drivers.

pinkteapot

I had an email from Calor yesterday, which can be summarised as: 

1. Due to increased demand [really? it's been a mild winter so far] and drivers being off due to Covid isolation, we're struggling to deliver 
   
   
2. You're on auto-topup. Don't worry - your tank might run a bit lower before we refuel you, but we're watching it and will definitely deliver before you run out.... But, please call us if you go below 10%. [Why, if you're monitoring it?]
   
   
3. When we do come, we'll only fill you to 70% so we can do more deliveries in a day. [But then you'll have to come more often so that makes no sense. What you really mean is, we'll only fill you to 70% so you'll run out sooner after the next price increase]
   
   
4. We want you to be warm and comfortable, but please try not to use our gas to do it. 

Fortunately, our tank is full enough that we should get to the end of winter without needing a fill, then in summer we do have an electric immersion heater we can use for hot water so can make do without the boiler if necessary. 


Full text below: 

Dear xxxxx, We’re currently receiving higher demand than usual and have a backlog of orders to fulfil due to last year’s national shortage of specialist qualified HGV drivers. Whilst we’ve recruited our usual level of winter drivers, and continue to recruit additional drivers, the latest surge in COVID cases has meant that some of our drivers are having to self-isolate, further impacting our service. Your next delivery As an auto-ordering customer, we monitor your gas levels and schedule a top-up when you need one. Due to increased demand, you may see your tank reading reach a lower level than it has done previously. Please be assured we’re closely monitoring your gas level and plan to schedule a delivery when you need it.   When we reach you for a delivery, we will part-fill your tank to 70% capacity. By not filling tanks to full capacity, we can increase the number of deliveries we make in a day. We recommend keeping an eye on your tank’s gauge and to contact us if your tank reading reaches 10% or below. Getting in touch If your tank reading reaches 10% or below, you can call us on 0800 626 626. Our team are available Monday to Friday, 9am to 5pm and Saturday 9am to 1pm. Please be aware that we’re receiving a high volume of calls right now which means there will be a delay answering your call. We apologise for any inconvenience and will answer your call as soon as we can. Using your gas carefully We would urge everyone to think carefully about how they’re using their energy. While we want you to feel comfortable in your own home, we encourage you to use your gas wisely.   In the meantime, we have lots of useful information on our website and you can find answers to frequently asked questions at calor.co.uk/winter-reassurance. Thank you for your patience during this disruptive time. Your Calor Team

rceebear

I was meant to have a Calor bulk delivery on 12th January but I'm still waiting. Down to 7% and reported to Calor online. It is 12 degrees in my house with the heating on low. Cooking is all gas. Washing dishes and indeed myself in cold water isn't much fun when it is cold in the house. Borrowed an electric kettle so I can have a hot drink and fill a hot water bottle. Also an oil filled radiator to heat my bedroom at least.

pinkteapot

Really worrying looking at Twitter. The number of people tweeting Calor (Twitter @officialcalor) who have been left with no heating or hot water for days, and in some cases weeks, is shocking. 

Can we get Martin on the case? Not a peep in the press about this. 

Are other LPG suppliers in the same boat?