Calor Bulk LPG - Delivery failures / awful prices / terrible customer service

justice4consumers

Calor Gas have LPG supply problems again and are failing to deliver bulk LPG on promised dates. I have called their Eland phone lines on 13 occassions and each time I get inconsistent comms.

3 weeks ago I placed an order. First I was told their policy is to only do full tank fills as the new CEO has made it a policy. Send time I called they offered me a 1/2 tank fill so the first call was obviously just trying to extort me. They knew I was low on gas and the price came back as 66p/ltr. Flogas is currently offering a switch for 45p/ltr. As I didnt have time to switch I went with Calor for 1/2 tank fill. Earliest delivery is 21 days lead in. Agreed delivery date was 28 Jan 2025. THEY DIDNT TURN UP.

I have run out of gas. I called them to find out whn the delivery would be made and was told:

There are refinery problems.

There are very low supplies of LPG available to Calor now.

NO date for delivery can be given.

They said despatch would call me about delivery ...... NO call came.

Customer services admitted that Calor are in disarray and they have vulnerable people who are being bumped. I would be very careful of Calor gas as you will not know where you stand and you will be left in LIMBO.

I am told the BBC "You and Yours" are looking into Calor as they ahve received a lot of negative reports over the last 3 months and people are suffering.

Cit6

Flogas are just as bad.

1Minimum

Am waiting for delivery of an order and in the meantime have run out of gas. My house is freezing and I have a child with a serious heart condition (i.e. vulnerable customer). I’ve telephoned customer services repeatedly and each time they say they’ll send a message to scheduling and that they should phone me to arrange a delivery date. No one has contacted me. Customer Services seem powerless. All they can do is message the scheduling department - they got no direct line to them. Does anyone know whether Calor Gas has any statutory or regulatory obligations to vulnerable customers? Thank you

scrooged

They are all like this at this time of the year. AvantiGas are just as horrendous. I've had the same service levels with Calor and FloGas in the past at this time of the year. They are incapable of supplying gas efficiently. 

You will get every excuse under the sun as to why, but you won't get a definite answer. 

Order in October if you can. 

Sorting_Hat

Interestingly (though of course no practical help) I recall the now defunct Countrywide had a clause that allowed their customers to get a 1 off emergency fill from a rival if they could not deliver in very adverse weather.

Julie1862

This is definitely an ongoing problem, they have let us run out despite being on a telemetric system, they are not helping the vulnerable and are unable to supply any firm delivery dates.  Customer services are unable to help at all, they are not even allowed to call the distribution depots, it really is the most appalling system.  I will also contact You and Yours, I think we need people power.

4U2

I have gas but the have lost £407 that was in my account on Friday also £500 has disappeared too that i paid in today, and there not answering my emails or messages send from within my account. 

BathermJohn

We have been waiting 20 days  now and ran out 6 days ago. Its getting warmer and we do have a wood burner so not too bad, but if it was Dec/Jan we could be having a terrible week. We have had Calor for 6 1/2 years and their service has just got so much worse. They told we I MUST have my tank filled but after I argued they agreed to supply 1000L. I have a 2200 L tank and dont want to pay for 2000L when it will sit there all summer as we will use very little gas from here-on due to having a solar water system. I get the feeling Calor (Plymouth branch) have a high staff turnover and cant hold onto drivers (several drivers have made downbeat comments to me). People in calor are inconsistent depending who you talk to and never tell the real truth !

BathermJohn

1Minimum said:

Am waiting for delivery of an order and in the meantime have run out of gas. My house is freezing and I have a child with a serious heart condition (i.e. vulnerable customer). I’ve telephoned customer services repeatedly and each time they say they’ll send a message to scheduling and that they should phone me to arrange a delivery date. No one has contacted me. Customer Services seem powerless. All they can do is message the scheduling department - they got no direct line to them. Does anyone know whether Calor Gas has any statutory or regulatory obligations to vulnerable customers? Thank you

- 

They are a law unto themselves and are not regulated by OFGEM you could try (as Im going to) complaining to The Competition and Markets Authority. Propane is a refined product so if there really is a shortage, why dont they be honest and tell us !