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American Petroleum Home Heat, Incorporated

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American Petroleum Home Heat, Incorporated Reviews (2)

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: 9916571
I am rejecting this response...

because:
The accusations from American Petrolum could not be more untrue. [redacted] did nothing to assist me is resolving this issue.
I sent my first email to her on January 17th 2014, I did not get a reply so I emailed again on January 22, still no reply so I began calling my first call was made on January 23rd at 6:07pm I was told I would get a call back I did not receive a phone call. I called again on 1/25 at 4:30 pm I was told again I would get a call back, no one called. I called the next day 1/26 at 1:38pm and again told I would get a call back with no response I called several time on 1/29 at 8:45am, 9:35am,3:31pm and 6:04pm each time being told someone would call me back I finally received a return call after my persistence at 6:45pm on 1/29, 15 minutes before closing...
[redacted] made no attempt what so ever to resolve my issues. She completely ignored my concerns and avoided my calls. This power cord was enclosed into our system which is a serious fire concern and also leaked co which is very poisonous directly into our home. She did not listen to me or even care. The only response I got from her was "our technician said he didn't do it" and I'm sorry that does not cut it. I will be attaching the photos which frankly speak for themselves and each email I sent to the company.
As far as "sending a tech out to investigate" goes they sent the same tech who caused the problem and he was there for less than10 minutes, he did not even touch the system. His words to us were "well you shouldn't have had that cord hanging on the peg" I followed up with an email the same day  stating my concerns.... There was no response.
With my sever dissatisfaction I decided I wanted our money back and began calling again for a resolution on February 5th, since email proved very ineffective. I asked for a manager and they put me on with [redacted] who again began avoiding the issue. She claimed this was an electrical issue and happened from the cord being plugged in... This is NOT true. You can see in the attached photos the exact part of the cord that was pinched in the system. I asked to speak with the owner or someone else due to the lack of follow up on [redacted]'s end, that's when she refused and hung up on me. I called back and the entire office would pick up and hang up on me over and over again, I was not using any profanity nor was I using foul language or threats. I was amazed that they threatened to call the police for harassment simple due to me following up with something their company was responsible for.
I actually called the company from my work line which records calls so I have recorded conversations of the accounts that took place on that day. 
With nothing being resolved I went to American in person with the cord, my emails, the photos and my phone log, again they refused to assist me. I asked [redacted] to handle the cord and examine it so she could she the exposed wiring and where the cord had melted and how you could see where it was pinched in,  I also wanted her to touch it so she could see the soot that comes off the cord onto your fingers when you touch it(due to the fact of it being trapped in the chimney and having it burn it there) she did not want any parts of looking at the evidence. Her response remained the same "our technician said he didn't do it"
We have never once removed any parts of our unit and the only company we had there was American. We left very angry as our character was slandered by the company basically calling us liars.
In addition, we have since had our unit repaired by another local company [redacted]. The bill was just over 300 in damages that American caused. Our hot water issue was from them sabatoging the temperatures in the control box, they had the wrong size nozzle on the unit and we had to have a transformer replaced... But yet they claim our system had no issuess.
 
We have contacted an eterny and currently working on small claims case against Anerican Petroleum. I have never been more disgusted with a company. American has 0 customer service and no concern what so ever for their customers.
Regards,
Regards,
[redacted]

Review: Terrible customer service and no follow up. We had our Oil Boiler cleaned my American over the summer. In the utility room where the heater is located we have a peg board that covers 3 out of the 4 walls in the room. On that board we have tools hanging , little bins with nails, paint brushes, and so on, on one of the pegs we had a power strip(surge protector) hanging there. When the technician cleaned the unit he disassembled the chimney vent(standard in a boiler cleaning) and when he reattached it he managed to close the strip into the unit. A few months later we were having sooting again and could not figure out why because the system was clean and we did not run out of oil, American sent a tech out and he did something with a fan under the unit and left 10 minutes later. We happened to be reorganizing that room one day and went to take it off the hook and had to pull it out of our system. So the 2nd tech didn't see it and we finally figured out why we still had soot. I called American as soon as we found the issue and they had me email [redacted]. I attached numerous photos and explained how this issue occurred and no response I sent the first email on 1/17/14. I did not hear anything so I emailed again on 1/22/14 still nothing so I began to call every time I called I would get "we will call you back" no call. I finally got a hold of [redacted] on 1/29 and she sent a tech out the next day (same tech) and he was there for 5 minutes and said you should not have that there and left. I sent another email to [redacted] on 1/30 appalled at their response and stating I wanted our money back.. no response. That brings us to yesterday 2/5 I called to cancel our oil delivery ([redacted] is the same price as American by the way) and again asked to speak with a manger, they put me on the line with [redacted] and I told her I wanted to speak to someone else either a manager or an owner, she refused to let me. She said there is nothing we can do our tech said he didn't do it.. I am not happy with that answer. She hung up on me and I called back, the entire office would pick up and hang up and even threatened to call the police on me for harassment!!! I was just trying to get a solution for the issue they are responsible for. I used no swears, no threats and did nothing other than follow up. If we had not found the cord in our system it would have melted through in the internals of the unit and most likely caused a fire. I wish I could attach photos to show you what this thing looks like. We went there in person today, I brought all my emails, printed the photos, brought the cord, printed out my phone records and highlighted each attempt I made to call them and brought a print out of what an oil boiler cleaning entails to show them where the tech would have removed the chimney vent. [redacted] refused to look at the information I brought, I told her to touch the cord and see where the wire is exposed and plastic is melted, you get soot on your hands from touching this thing, they keep telling us it is an electrical issue..... this thing was not plugged in it was hanging up on the hook as storage. When I first reached out to American about this I was asking for nothing, I wanted an apology and for them to say let’s send someone out to make sure everything is okay, but they avoided me, and the issue. DO NOT USE THIS COMPANY!!!!! They will not own up to their mistakes or investigate anything. They couldn't care less about their customers.Desired Settlement: Originally I wanted nothing from them. All I wanted was an apology and for them to send out a tech to make sure everything was ok. But with almost a month of them avoiding me and treated me so badly I am done. I want our money back ($358) and will not use this company again.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: 9916571

I am rejecting this response because:

The accusations from American Petrolum could not be more untrue. [redacted] did nothing to assist me is resolving this issue.

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Description: Oils - Fuel

Address: 1704 Chichester Avenue, Boothwyn, Pennsylvania, United States, 19061

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