Countrywide LPG Reviews 19

Reply from Countrywide LPG

Nov 27, 2018

Hi Alan
We wrote to all customers in September ahead of the Integration of Countrywode LPG and Flogas Britain Limited to ensure all information on the status of you account. If you did not recieve this please email lpgenquiries@flogas.co.uk and we will be able to send you a copy of your letter and make sure you have all of the details needed.

In regards to the depletion of Autogas stockists - there are a few of the keysite pumps that were affected when Countrywide Farmers went into adminstration, leaving Countrywide LPG, and consequently now Flogas, with access issues to some of the pump sites. However with the integration into Flogas there are now more Flogas Autogas stockists than ever before. See https://www.flogas.co.uk/stockists to find your closest one.

We look forward to recieving your email and addressing some of your concerns.

Many thanks

The Flogas team

Reply from Countrywide LPG

Nov 14, 2018

Hi Euan,
I am sorry for the problems you have had with the Autogas pumps. All of the pump closures you mention are due to access issues with the closure of the Countrywide Farmers stores after that business went into administration.

Now that we are part of Flogas we do keep the Autogas pump and stockist finder as up to date as we can - however technical issues can always occur quicker than the page can be amended. These can be found at www.flogas.co.uk/stockists

Just to confirm that Countrywide LPG was fully integrated into Flogas from October 1st 2018 and we continue to work with the administrators responsible for the Countrywide Farmers sites where our Autogas pump are sited to try and maintain a constant supply where we can. We're sorry that in the sites you mention above that we've not been able to keep this supply constant, we hope to rectify this soon.

kind regards
The Flogas team

Reply from Countrywide LPG

Sep 12, 2018

Hi Teresa,

Thank you for taking the time to leave a review.

I am so pleased to hear that you feel our service has improved, we had a very difficult Winter and I am very sorry that this affected you personally. Feedback from our customers is essential to help us learn, as well as make sure we know what we're doing right. We look forward to continuing this service in the future.

Best Wishes,

Alicia

Reply from Countrywide LPG

Aug 14, 2018

Hi Matthew

I am really sorry to hear about your experience. I have spoken to the team that have been dealing with your case and I can see that it’s not been an easy one.

I understand that the delivery was made before you moved into the property and that you are not liable for the invoice. I can see from your account that a refund has now been arranged for the invoice that was raised in error and I sincerely apologise that it was not an easy process for you.

Kind regards,
Alicia

Reply from Countrywide LPG

Jul 31, 2018

Hi John,

Thank you for taking the time to leave a review. Feedback from our customers is essential to help us learn, as well as make sure we know what we're doing right. We look forward to continuing this service in the future.

Best wishes, Jacob

Reply from Countrywide LPG

Jul 27, 2018

Hi Axel,

Thank you for taking the time to leave us a review. It is great to have feedback and I am so pleased to hear that you are happy with the service you have received.

We look forward to this continuing in the future.

Best Wishes, Alicia

Reply from Countrywide LPG

Jul 26, 2018

Hi Phil,

Thank you for taking the time to leave a review and thank you for your positive feedback. We are so happy that you're pleased with the service you've been given and we look forward to continuing to do so.

Thanks again, Jacob

Reply from Countrywide LPG

Jul 25, 2018

Good afternoon, Phil
Thank you for taking the time to leave your feedback. It's great to hear that you are pleased with the service we've given you, and we look forward to continuing to do so.

Best wishes, Jacob

Reply from Countrywide LPG

Jul 10, 2018

Good afternoon,

I am really sorry to hear that you have had a bad experience and I am sorry for the delay in responding to your review, We have recently activated this Trustpilot account as it was set up without us knowing, I want to re assure you that we have not ignored your comments and we will be monitoring reviews regularly.

We have experienced some issues this year due to the change over of the business that you have mentioned and supply issues at the UK fuel terminals, I am very sorry that these issues affected you.

Please let me know if there is anything I can do to help, I would be more than happy to get more details from you and investigate fully if your issue has not been resolved.

Kind Regards,

Alicia

Reply from Countrywide LPG

Jul 10, 2018

Hello Graham,

Thank you for your review.

I am sorry that had difficulty speaking to somebody with regards to your contract, I can see from our records that you have now spoken to our Commercial team to discuss the pricing.

As my colleague advised all contracts were transferred over when DCC bought Countrywide LPG along with all of its assets and liabilities. We wrote to our customers in the hope of explaining this and we are sorry if this communication was not as clear as we intended.

If you would like any more information, please let me know and I can arrange for somebody to contact you.

Thank you,

Alicia

Reply from Countrywide LPG

Jul 10, 2018

Hello Ludo,

I am sorry to hear that your delivery was delayed and that you had difficulty speaking to anybody in our LPG customer service team.

We experienced delays due to industrywide supply issues that were well reported in the press and this had an effect on our phone lines, our LPG customer Service Team were answering the calls as quickly as possible but unfortunately our hold times were extended.

I am pleased to advise that we have taken on extra resource to ensure that this does not happen again and our call and delivery lead times are back to normal.

I would like to re assure you that we have not ignored your comments and now that we have claimed the Trustpilot page we will be monitoring reviews regularly. If your issue has not been addressed, please let me know and I will be more than happy to help.

Kind Regards,

Alicia

Reply from Countrywide LPG

Jul 10, 2018

Good morning Mr Straw

Thank you for your review.

We have recently activated this Trustpilot account as it was set up without us knowing, I want to re assure you that we have not ignored your comments and now that we have claimed the Trustpilot page we will be monitoring reviews regularly.

I am sorry to hear about the difficulty you had trying to get in contact with us, we experienced a very high volume of calls and emails due to the change over of the business to Countrywide LPG Ltd and the industry wide issues with supply, this is not our usual practice and is a result of the extremely high demand.

Did you manage to speak to anybody with regards to your complaint? if you would like to provide me with your details I will be more than happy to investigate if your issue has not been resolved.

Kind Regards,

Alicia

Reply from Countrywide LPG

Jul 10, 2018

Good morning Mr Clewes,

Thank you for your review.

I would like to assure you that we have not ignored you review, we have only just claimed this Trustpilot account as it was set up on our behalf, now that we have claimed the page we will be monitoring reviews regularly.

I am very sorry to hear that you had a bad experience with Countrywide LPG Ltd, we experienced delays last Winter due to the issues with the UK fuel terminals which was well reported in the press, I would like to apologise if this affected you, this is not our usual practice and Is a result of the extremely high demand.

Unfortunately due to the delays we experienced a very high volume of calls and email which affected our response times. I am pleased to advised that we are now delivering within our lead time and our call wait times are back to normal.

If you have not already spoken to anybody with regards to the issues you experienced, I will be more than happy to investigate for you.

Kind Regards,

Alicia

Reply from Countrywide LPG

Jul 10, 2018

Good morning,

I am sorry to hear about the difficulty you had getting through on our phone lines, we experienced supply issues which were well reported in the press and unfortunately this had a knock on effect on our phone lines as we experienced an extremely high volume of calls.

I am pleased to advise that our call wait times are back to normal and we have taken on extra recourses to ensure that if we experience anything like this again we can accommodate the high volume of calls and emails.

We have recently activated this Trustpilot account as it was set up without us knowing, I want to re assure you that we have not ignored your comments and now that we have claimed the Trustpilot page we will be monitoring reviews regularly. If you would like to provide me with more details, I will be more than happy to help if you have not already spoken to somebody.

Kind Regards,

Alicia

Reply from Countrywide LPG

Jul 10, 2018

Hello Jim,

Thank you for your review.

I am so sorry to hear that you were unable to speak to anybody with regards to your delivery, due to the issues with supply that you have mentioned we experienced an extremely high volume of calls and emails which meant that our usual wait times were increased, This is not our usual practice and is a result of the extremely high demand.

I am pleased to advise that we have cleared the backlog that was caused by the supply issues and we are now delivering within our usual lead time for both Bulk LPG and Cylinders, I can also confirm that our call wait times are back to normal and we have taken on extra recourses to ensure that if we experience anything like this again we can accommodate the high volume of calls and emails.

We have recently activated this Trustpilot account as it was set up without us knowing, I want to re assure you that we have not ignored your comments and now that we have claimed the Trustpilot page we will be monitoring reviews regularly. If you would like to provide me with more details, I will be more than happy to help if this has not already been resolved.

Kind Regards,

Alicia

Reply from Countrywide LPG

Jul 10, 2018

Good morning,

Thank you for your review.

I am sorry that we have not responded sooner, we have just claimed this Truspilot page as it had been set up on our behalf, I would like to assure you that we have not ignored your comments and now that we have claimed the account we will be monitoring reviews regularly.

I must apologise that you were unable to speak to anybody with regards to your query about the Autogas sites, we experienced delays with deliveries due to the issues with the UK fuel terminals which caused an extremely high volume of calls and emails, this had a knock on effect on our hold times.

Due to the change over of the business to Countrywide LPG Ltd we have had access issues with some of our Autogas sites as they are owned by Countrywide Farmers PLC who unfortunately went in to administration. This has meant that some of our sites have regrettably had to close.

You can find the details of all our Autogas sites on our website which has now been updated.

Please let me know if there is anything else I can do to help.

Kind Regards,

Alicia

Reply from Countrywide LPG

Jul 10, 2018

Good Morning,

Thank you for your review.

I would like to assure you that we have not ignored you review, we have only just claimed this Trustpilot account as it was set up on our behalf, now that we have claimed the page we will be monitoring reviews regularly.

I am so sorry to hear about the difficulties you have experienced with your deliveries, we have experienced delayed deliveries due to issues with the UK fuel terminals which was widely reported in the press, unfortunately this had a knock on effect on our phone lines and we experienced an extremely high volume of calls and emails which meant that our usual waiting times were extended.

I am pleased to advise that we have now cleared the backlog and we are delivering within our usual lead times for both Bulk LPG and Cylinders.

if you would like to provide me with more details, I will be more than happy to investigate fully if you have not already spoken to somebody regarding your issue.

Kind Regards,

Alicia

Reply from Countrywide LPG

Jul 10, 2018

Good Morning, I am sorry to hear that you have had a bad experience with Countrywide LPG Ltd.

Sincere apologies for the delay in responding to you, we have recently activated this Trustpilot account as it was set up without us knowing, I want to re assure you that we have not ignored your comments and now that we have claimed the Trustpilot page we will be monitoring reviews regularly.

If you would like to provide me with details, I will be more than happy to investigate any issue you may have if this has not already been resolved.

Kind Regards,

Alicia