Comments on: Total Butler Oil – Central Heating Oil http://www.nrac.co.uk/directory/0312081720/ Chasing the longtail Tue, 07 Sep 2010 00:59:18 +0000 hourly 1 http://wordpress.org/?v=3.0 By: Yet Another Total Butler Driver http://www.nrac.co.uk/directory/0312081720/comment-page-4/#comment-8730 Yet Another Total Butler Driver Sun, 05 Sep 2010 14:25:04 +0000 http://www.nrac.co.uk/directory/?p=328#comment-8730 Agree 100% with what the other TB driver said above, CUSTOMERS...... when you ring up the sales office. PLEASE make sure you give all the details, make sure the address and postcode is right including all street names and land marks if possable. also check with the sales staff that your mobile number is up to date as most of the numbers on the total butler delivery tickets are wrong and this does not help drivers in anyway at all, also not having a name or a number on your house does not help in anyway at all. its ok saying the normal driver nows where we are but total butler has over 200 drivers and you arent given your own driver to deliver your fuel everytime sorry. a number for your house is cheap and if you cant afford it write the number on paper and pin it to the fence or door, i have lost count how many times i have spent 30-40 mins looking for a house all because someone cant be arsed to put a number or name up its a joke,,, but you will be the first to ring up and complain when you are cold..... Also the min amount we can deliver on a road tanker is 500 ltrs so if you cant take 500 ltrs DONT ORDER IT !!!!! as all the drivers will now just refuse to deliver and return your order to the local depot. IN THE WINTER / SNOW Clean the snow of your name or number plate clean your path way, making sure its free from snow and ice. we do not have to deliver to you if its a risk to our heath etc and slipping on snow and ice pulling a very heavy hose to your tank is a risk so clean it up..... if your tank is covered in ice or snow clean it so we can open the lid, if we have to bring our truck upi your drive, clean it free from snow and ice cause belive me a 26tonne truck sliding into your house will damage your house. CLEAN UP DOG MESS..... OTHERWISE WE WILL NOT DELIVER just by doing this will save time which means we can do more drops in a day meaning more happy custormers.. its all simple stuff really, we do not come to work everyday to struggle our arse off to keep you warm in the winter and risk killing ourselves. it does say in the terms and conditions that the driver must have a CLEAR access to the oil tank so make sure its clear or no fuel !!! your choice.... oh and one more thing.... if we turn up to your house and we say we are NOT bringing our truck up your drive it means WE ARE NOT BRINGING OUR TRUCK UP YOUR DRIVE!!!! we dont care if you stand there and say we have had bigger ones that this up here... we dont care we are the drivers who get surspended for damage to the truck so we will not do it and if you get shitty with use we will just drive away we are not paid enough to be spoke to like shit and we wont stand for it... FOLLOW THE SIMPLE RULES AND STAY WARM DONT FOLLOW THE SIMPLE RULES ORDER ELSE WHERE AND DO USE ALL A FAVOUR Agree 100% with what the other TB driver said above, CUSTOMERS…… when you ring up the sales office. PLEASE make sure you give all the details, make sure the address and postcode is right including all street names and land marks if possable. also check with the sales staff that your mobile number is up to date as most of the numbers on the total butler delivery tickets are wrong and this does not help drivers in anyway at all, also not having a name or a number on your house does not help in anyway at all. its ok saying the normal driver nows where we are but total butler has over 200 drivers and you arent given your own driver to deliver your fuel everytime sorry. a number for your house is cheap and if you cant afford it write the number on paper and pin it to the fence or door, i have lost count how many times i have spent 30-40 mins looking for a house all because someone cant be arsed to put a number or name up its a joke,,, but you will be the first to ring up and complain when you are cold…..

Also the min amount we can deliver on a road tanker is 500 ltrs so if you cant take 500 ltrs DONT ORDER IT !!!!! as all the drivers will now just refuse to deliver and return your order to the local depot.

IN THE WINTER / SNOW

Clean the snow of your name or number plate

clean your path way, making sure its free from snow and ice. we do not have to deliver to you if its a risk to our heath etc and slipping on snow and ice pulling a very heavy hose to your tank is a risk so clean it up…..

if your tank is covered in ice or snow clean it so we can open the lid,

if we have to bring our truck upi your drive, clean it free from snow and ice cause belive me a 26tonne truck sliding into your house will damage your house.

CLEAN UP DOG MESS….. OTHERWISE WE WILL NOT DELIVER

just by doing this will save time which means we can do more drops in a day meaning more happy custormers..

its all simple stuff really, we do not come to work everyday to struggle our arse off to keep you warm in the winter and risk killing ourselves. it does say in the terms and conditions that the driver must have a CLEAR access to the oil tank so make sure its clear or no fuel !!! your choice….

oh and one more thing…. if we turn up to your house and we say we are NOT bringing our truck up your drive it means WE ARE NOT BRINGING OUR TRUCK UP YOUR DRIVE!!!! we dont care if you stand there and say we have had bigger ones that this up here… we dont care we are the drivers who get surspended for damage to the truck so we will not do it and if you get shitty with use we will just drive away we are not paid enough to be spoke to like shit and we wont stand for it…

FOLLOW THE SIMPLE RULES AND STAY WARM
DONT FOLLOW THE SIMPLE RULES ORDER ELSE WHERE AND DO USE ALL A FAVOUR

]]> By: Another TB driver http://www.nrac.co.uk/directory/0312081720/comment-page-4/#comment-8550 Another TB driver Sat, 28 Aug 2010 04:02:30 +0000 http://www.nrac.co.uk/directory/?p=328#comment-8550 I need to say how essential it is for people to put clear house names or numbers up that are visible from where a driver is sitting when they arrive, and keep them visible (ie not overgrown with vegetation or facing away from the road). If your house has a number as well as a name,and is on a named road please include this too as it makes it far easier to find you. For example, if you give us an address like 'The Cottage,Newbiggin' rather than 'The Cottage, 34 Helston Road,Newbiggin it's obvious which one is going to be easier to find on a cold wet windy winters evening as it's getting dark. Giving your mobile number to the sales team also helps as the driver can telephone you to ask for directions. Also, if your house is hard to find, give clear directions using recognisable landmarks when you order. Not only will this help you to get the delivery in your tank, it will mean that your delivery is more likely to arrive sooner as we can make more deliveries if we're not spending half the day hunting for houses with no signs. I need to say how essential it is for people to put clear house names or numbers up that are visible from where a driver is sitting when they arrive, and keep them visible (ie not overgrown with vegetation or facing away from the road). If your house has a number as well as a name,and is on a named road please include this too as it makes it far easier to find you.
For example, if you give us an address like
‘The Cottage,Newbiggin’ rather than ‘The Cottage, 34 Helston Road,Newbiggin it’s obvious which one is going to be easier to find on a cold wet windy winters evening as it’s getting dark.

Giving your mobile number to the sales team also helps as the driver can telephone you to ask for directions.
Also, if your house is hard to find, give clear directions using recognisable landmarks when you order.
Not only will this help you to get the delivery in your tank, it will mean that your delivery is more likely to arrive sooner as we can make more deliveries if we’re not spending half the day hunting for houses with no signs.

]]> By: G Rehm http://www.nrac.co.uk/directory/0312081720/comment-page-4/#comment-8488 G Rehm Tue, 24 Aug 2010 15:09:16 +0000 http://www.nrac.co.uk/directory/?p=328#comment-8488 I have been with Total Butler for the past 12 months (because the previous house owners were with them). I initiated the first three refills over the phone, always receiving prices at market rates (within 1-2 p/l compared to boilerjoice.com). I then switched to their automatic 'Top Up' service (which I was assured is for free, ie would be the same price per litre as ordering over the phone) and had two more deliveries (both relatively small). I noticed that on these two, the price per litre was considerably higher (10-12 p/l higher than average on boilerjuice.com) and we live in a densely populated area. Today I called TB and cancelled the automatic top up. I was asked why, and explained I had the feeling the price per litre is considerably higher than average. The sales rep replied 'While I can't answer directly to that, you can draw your own conclusion from my silence'. I have been with Total Butler for the past 12 months (because the previous house owners were with them). I initiated the first three refills over the phone, always receiving prices at market rates (within 1-2 p/l compared to boilerjoice.com). I then switched to their automatic ‘Top Up’ service (which I was assured is for free, ie would be the same price per litre as ordering over the phone) and had two more deliveries (both relatively small). I noticed that on these two, the price per litre was considerably higher (10-12 p/l higher than average on boilerjuice.com) and we live in a densely populated area.
Today I called TB and cancelled the automatic top up. I was asked why, and explained I had the feeling the price per litre is considerably higher than average. The sales rep replied ‘While I can’t answer directly to that, you can draw your own conclusion from my silence’.

]]> By: mr kay http://www.nrac.co.uk/directory/0312081720/comment-page-4/#comment-8316 mr kay Fri, 13 Aug 2010 20:32:16 +0000 http://www.nrac.co.uk/directory/?p=328#comment-8316 chris i had the same problem with another oil company years ago and i asked the company to prove to me that the drive had delivered, the driver could not take the manager to my house to prove he had delivered it to the right house so there for i was refunded all the money and was then given 500 ltrs free as a sorry note, i still think to this day the fuel was either delivered to another house or the driver sold it somewhere else for cash. i have never used the oil company again and now i to use barton petrolium from oakley bedfordshire hope you sort the problem out mate but make sure you ask them to get the driver to show where he delivered it, its a big help for sorting the problem out all the best Bob chris i had the same problem with another oil company years ago and i asked the company to prove to me that the drive had delivered, the driver could not take the manager to my house to prove he had delivered it to the right house so there for i was refunded all the money and was then given 500 ltrs free as a sorry note, i still think to this day the fuel was either delivered to another house or the driver sold it somewhere else for cash. i have never used the oil company again and now i to use barton petrolium from oakley bedfordshire hope you sort the problem out mate but make sure you ask them to get the driver to show where he delivered it, its a big help for sorting the problem out all the best Bob

]]> By: Chris Evans http://www.nrac.co.uk/directory/0312081720/comment-page-4/#comment-8246 Chris Evans Mon, 09 Aug 2010 13:01:39 +0000 http://www.nrac.co.uk/directory/?p=328#comment-8246 This is a tale of absolutely appalling behaviour by Total Butler, who are threatening me for payment for a fuel delivery they never made. I am not normally one for complaining about companies, although I subscribe to Which and passively enjoy dodgy dealers getting their comeuppance. However Total Butlers absolutely appaling behaviour has inspired me to write. During the cold snap earlier in the year our electric fuel gauge indicated we were running low on fuel (we have a red light that flashes to warn us), and I contacted Total Butler for a delivery. They did not bill me for at the time. Five days passed and as I was getting increasingly worried about the fuel running out, to the point where we were keeping the thermostat as low as we could bear. When I rang them they were friendly and informed me that the fuel had, according to their records, been delivered. I said a mistake had been made. They said the operations manager would ring back to sort out the problem. This never happened despite several more calls over a period of a week. My wife and I checked the tank visually and it was nearly empty. We ended up having to buy electric heaters to keep our cottage warm as we switched off the heating and used the remaining oil just to keep our water hot - this was when it -6C outside!. Eventually we rang up another company, Barton fuels, who delivered an emergency fuel delivery very quickly. I thought this would be the end of the matter , but I continued to get invoices for the fuel that Total Butler said had said had been delivered. I sent them a note in March asking them to rectify their records and remove the money they claim I owed them from my account, but got no reply until May when I was contacted by a customer service rep who said he looked into the matter. He wrote back and said that a delivery note had been issued at the time and this was therefore proof of delivery. They also included a quote from the driver, who miraculously remembered the details of our cottage, which was actually incorrect. Currently, despite a number of letters from myself, I am being threatened with 'further action' and 'debt collection', which is extremely stressful for myself and my wife We have done nothing wrong and actually had to suffer as a result of what is clearly a delivery error on the part of Total Butler. Now I think it is right that they should look into the matter to check that individuals are not trying to pull a fast one on them, but it is very clear in our case that we are not trying to 'steal' fuel from them and that the mistake was theirs, something they could have verified when I was first contacting them. Personally I have always found the call centre staff very friendly, but I suspect their are organisational problems further up the line that means that errors such as the one they made with me are blamed on the customer, who then has to suffer threats. My advice is to avoid this company at all costs. This is a tale of absolutely appalling behaviour by Total Butler, who are threatening me for payment for a fuel delivery they never made.

I am not normally one for complaining about companies, although I subscribe to Which and passively enjoy dodgy dealers getting their comeuppance. However Total Butlers absolutely appaling behaviour has inspired me to write. During the cold snap earlier in the year our electric fuel gauge indicated we were running low on fuel (we have a red light that flashes to warn us), and I contacted Total Butler for a delivery. They did not bill me for at the time. Five days passed and as I was getting increasingly worried about the fuel running out, to the point where we were keeping the thermostat as low as we could bear.
When I rang them they were friendly and informed me that the fuel had, according to their records, been delivered. I said a mistake had been made. They said the operations manager would ring back to sort out the problem. This never happened despite several more calls over a period of a week. My wife and I checked the tank visually and it was nearly empty. We ended up having to buy electric heaters to keep our cottage warm as we switched off the heating and used the remaining oil just to keep our water hot – this was when it -6C outside!. Eventually we rang up another company, Barton fuels, who delivered an emergency fuel delivery very quickly.

I thought this would be the end of the matter , but I continued to get invoices for the fuel that Total Butler said had said had been delivered. I sent them a note in March asking them to rectify their records and remove the money they claim I owed them from my account, but got no reply until May when I was contacted by a customer service rep who said he looked into the matter. He wrote back and said that a delivery note had been issued at the time and this was therefore proof of delivery. They also included a quote from the driver, who miraculously remembered the details of our cottage, which was actually incorrect. Currently, despite a number of letters from myself, I am being threatened with ‘further action’ and ‘debt collection’, which is extremely stressful for myself and my wife We have done nothing wrong and actually had to suffer as a result of what is clearly a delivery error on the part of Total Butler. Now I think it is right that they should look into the matter to check that individuals are not trying to pull a fast one on them, but it is very clear in our case that we are not trying to ‘steal’ fuel from them and that the mistake was theirs, something they could have verified when I was first contacting them. Personally I have always found the call centre staff very friendly, but I suspect their are organisational problems further up the line that means that errors such as the one they made with me are blamed on the customer, who then has to suffer threats. My advice is to avoid this company at all costs.

]]> By: andrew rowland http://www.nrac.co.uk/directory/0312081720/comment-page-4/#comment-8094 andrew rowland Thu, 29 Jul 2010 20:27:27 +0000 http://www.nrac.co.uk/directory/?p=328#comment-8094 i just want to say a massive thank you to total butler. i was stupid and forget to check my oil though the nice weather, and i RAN OUT !!! i rang total butler and got though to a young girl at sudbury depot who did everything in her powers to get me some oil that same day, now please bear in mind i noticed i had run out of oil at 10am and i had a phone call from the driver i think his name was adam at 11am to say he was on his way and would be with me within thirty minutes, the tanker pulled up outside my house at 11.30am, and the drive knocked on the door before bringing his large tanker on the drive and asked if he was allowed to bring the trck up the drive, (first driver to ask in five years) which was very nice, after having a small chat with the driver and saying im very sorry you had to make a special trip for me, he was so lovely he filled my tank right up for me which was great and when he knocked ont he door to give me the ticket he was so nice he said thankyou and look after yourself, goodbye, he even shut the gates to the drive. i find it hard to belive all the reports on this website, maybe they are true and maybe total butler have changed for the best, if this is the NEW total butler i will order fuel again and again and again from you, thanks again adam ( sorry if thats not your name ) wish all custormer service was this good everywhere... i just want to say a massive thank you to total butler. i was stupid and forget to check my oil though the nice weather, and i RAN OUT !!! i rang total butler and got though to a young girl at sudbury depot who did everything in her powers to get me some oil that same day, now please bear in mind i noticed i had run out of oil at 10am and i had a phone call from the driver i think his name was adam at 11am to say he was on his way and would be with me within thirty minutes, the tanker pulled up outside my house at 11.30am, and the drive knocked on the door before bringing his large tanker on the drive and asked if he was allowed to bring the trck up the drive, (first driver to ask in five years) which was very nice, after having a small chat with the driver and saying im very sorry you had to make a special trip for me, he was so lovely he filled my tank right up for me which was great and when he knocked ont he door to give me the ticket he was so nice he said thankyou and look after yourself, goodbye, he even shut the gates to the drive. i find it hard to belive all the reports on this website, maybe they are true and maybe total butler have changed for the best, if this is the NEW total butler i will order fuel again and again and again from you, thanks again adam ( sorry if thats not your name ) wish all custormer service was this good everywhere…

]]> By: ken francis http://www.nrac.co.uk/directory/0312081720/comment-page-4/#comment-8074 ken francis Wed, 28 Jul 2010 10:00:34 +0000 http://www.nrac.co.uk/directory/?p=328#comment-8074 I have just received my bill for the last delivery of oil on the "top up" system. This,at 54.39ppl, seemed high. In comparison with last February, the cost was 4.31ppl higher. A check with three other local suppliers showed that Butler was charging at a price 29.5% higher than that of the next highest quote ie 42.00ppl. Unless I receive an amended invoice from Butler, I wuill not order from them again. I have just received my bill for the last delivery of oil on the “top up” system. This,at 54.39ppl, seemed high.
In comparison with last February, the cost was 4.31ppl higher.

A check with three other local suppliers showed that Butler was charging at a price 29.5% higher than that of the next highest quote ie 42.00ppl.

Unless I receive an amended invoice from Butler, I wuill not order from them again.

]]> By: claire george http://www.nrac.co.uk/directory/0312081720/comment-page-4/#comment-7999 claire george Thu, 22 Jul 2010 19:54:15 +0000 http://www.nrac.co.uk/directory/?p=328#comment-7999 My husband and myself moved to a small village just outside newbury last year. It was the first time we have not been on the main supply and had a tank in are garden. We have had two deliverys since we moved here of which both we have got from total butler mainly because they were the cheapest. I have to say as i stumbled apon this site looking for the phone number i am shocked by so many negative comments and i have to say that the service i have recieved has been superb. The sales staff were helpfull and ive had both deliverys within a couple of days. The drivers are always very polite and helpfull and are more then happy to answer any questions you have regarding heating oil or your tank as i had. Personally ill be using them again and i agree with the last couple of comments. Treat people as you would like to be treated yourself. My husband and myself moved to a small village just outside newbury last year. It was the first time we have not been on the main supply and had a tank in are garden. We have had two deliverys since we moved here of which both we have got from total butler mainly because they were the cheapest. I have to say as i stumbled apon this site looking for the phone number i am shocked by so many negative comments and i have to say that the service i have recieved has been superb. The sales staff were helpfull and ive had both deliverys within a couple of days. The drivers are always very polite and helpfull and are more then happy to answer any questions you have regarding heating oil or your tank as i had. Personally ill be using them again and i agree with the last couple of comments. Treat people as you would like to be treated yourself.

]]> By: Mrs T Martin http://www.nrac.co.uk/directory/0312081720/comment-page-3/#comment-7978 Mrs T Martin Mon, 19 Jul 2010 14:22:02 +0000 http://www.nrac.co.uk/directory/?p=328#comment-7978 As a new customer to Total Butler earlier this year, I am surprised at the comments made by some of your customers. I was spoken to on the phone by a very pleasant young lady. She explained the litrs and prices and after trying two other companies came beck to Total Butler and ordered my oil. A date was given and the driver arrived at mid day. I have had a lot of hassle from other companies over the past years and will certinly be repeating my order again. I do not let my tank go too low as I know this would make matters worse if we had a spell of very bad weather. The driver was courteous. I find some people enjoy moaning but if you are elderly like us life if too short to keep complaining. If you are polite to others on the phone or face to face you will find a 'please' and 'thank you' will go a long way. As a new customer to Total Butler earlier this year, I am surprised at the comments made by some of your customers. I was spoken to on the phone by a very pleasant young lady. She explained the litrs and prices and after trying two other companies came beck to Total Butler and ordered my oil. A date was given and the driver arrived at mid day. I have had a lot of hassle from other companies over the past years and will certinly be repeating my order again. I do not let my tank go too low as I know this would make matters worse if we had a spell of very bad weather. The driver was courteous. I find some people enjoy moaning but if you are elderly like us life if too short to keep complaining. If you are polite to others on the phone or face to face you will find a ‘please’ and ‘thank you’ will go a long way.

]]> By: John http://www.nrac.co.uk/directory/0312081720/comment-page-3/#comment-7647 John Thu, 27 May 2010 19:46:10 +0000 http://www.nrac.co.uk/directory/?p=328#comment-7647 EVERYONE PLEASE READ AND LISTEN....... As a driver for an oil company, i think its about time custormers took notice of the terms and conditions on the delivery tickets.. If you have a dog clean the POO UP !! we will NOT walk though it or drag the hose in it... and if its runny and on the path wash the path... oil tanks are NOT a dumping ground for crap. if we can not get CLEAR access tot the tank we will not deliver.. if the dogs out we will not deliver.. if the tank is looking rotten we wont deliver either.. you will moan you dont have oil but you will moan more when its all over the garden costing you thousands... we do not climb gates or walls and fence panels. and we cant take the hose though houses or anywhere where there is white goods ( I;e Washing machine,etc ) if you want oil then its simple. keep the tank area clean the path way to the tank clear and also if we have to come on the drive in the tanker make sure is not over grown, i have lost count how many drops i take back as the trees are to low and they will scratch the paint on the new trucks, would you scratch you brand new car ??? NO I DONT THINK SO DO YOU a new tanker costs 150k so its not fair... in winter clean the ice and snow from your tank and path and the access to you house on the day of you delivery that will at least help to try and get your oil to you in the bad weather we lose about 2 hours aday in the winter looking for house and struggling to get up paths pulling the hose... if you can help us we cant help you anymore as heath and safty gone made TAKE NOTICE PLEASE OR BE COLD EVERYONE PLEASE READ AND LISTEN…….

As a driver for an oil company, i think its about time custormers took notice of the terms and conditions on the delivery tickets.. If you have a dog clean the POO UP !! we will NOT walk though it or drag the hose in it… and if its runny and on the path wash the path… oil tanks are NOT a dumping ground for crap. if we can not get CLEAR access tot the tank we will not deliver.. if the dogs out we will not deliver.. if the tank is looking rotten we wont deliver either.. you will moan you dont have oil but you will moan more when its all over the garden costing you thousands… we do not climb gates or walls and fence panels. and we cant take the hose though houses or anywhere where there is white goods ( I;e Washing machine,etc )
if you want oil then its simple. keep the tank area clean the path way to the tank clear and also if we have to come on the drive in the tanker make sure is not over grown, i have lost count how many drops i take back as the trees are to low and they will scratch the paint on the new trucks, would you scratch you brand new car ??? NO I DONT THINK SO DO YOU a new tanker costs 150k so its not fair… in winter clean the ice and snow from your tank and path and the access to you house on the day of you delivery that will at least help to try and get your oil to you in the bad weather we lose about 2 hours aday in the winter looking for house and struggling to get up paths pulling the hose…

if you can help us we cant help you anymore as heath and safty gone made

TAKE NOTICE PLEASE OR BE COLD

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