Calor Gas attitude sparks fury

Sir,

Your article (‘Calor Gas customers get cold treatment’, March 15) on delays in Calor Gas deliveries is shocking but not surprising.

For the past nine years as a Calor Gas customer, I have struggled to secure timely deliveries.

Each time my gas levels are low, I have to make multiple telephone calls, often demanding to speak to supervisors, just to get a gas delivery for which I have already paid.

On one occasion I was told that the problem was that I lived in a remote location – but if I lived in a city centre I wouldn’t need to be reliant on tanker deliveries. Another time I was told that ‘they were overwhelmed’, and only delivering to people who had run out.

When I first signed up as a Calor Gas customer, I was given a written undertaking that deliveries would be made within five working days.

Calor Gas offers no such undertakings now.

The deterioration in the level of service is unacceptable.

Every year, it seems to take Calor Gas by surprise that customers will need to use more fuel during the winter months.

To be told that ‘people should use what they have more sparingly’ is insulting: does Calor Gas really think that its customers would go to the expense of heating their homes to tropical temperatures during Scottish winters? I’m sure that all customers use gas sparingly, not least because of its high cost.

Calor Gas needs to get a grip.

Name and address supplied.