Bay State Fuel Oil, Inc.

misrepresentation of information in a phone call and repairman asking for cash paymentI contacted the oil company due to no hot water on May 29, 2013. I verified my service contract was still in effect. The rep on the phone asked if I had checked the switch on the oil burner and I said I had tried the reset button and the emergency switch. The repairman arrived and my problem was an additional switch on the side of the burner which I was not aware of was off. The rep on the phone did not indicate there were any additional switches besides the reset button and emergency switch. Had I been told to check around the burner I would have found it, eliminating the need for the service call. After the repairman flicked the switch the furnace began to work, the repairman then asked for $40.00 in cash since the problem was not covered by my service contract. I told him I had checked with the company and they told me my contract was still in effect. He repeated that this call would be $80.00 but if I would give him $40.00 cash the bill would "go away." I told him I didn't have $40.00 in cash and he said that I would have to pay the bill when it arrived. I did receive a bill for $80.00 with a copy of my service contract. The contract did indicate that switches are not covered under the contract. I called the company regarding the bill and the service representative was not very polite to me. When I suggested that if they had had me look around for a switch he said all burners are different and that switches are in different places. I then asked about the $40.00 cash payment and he said that is accepted behavior and he was sure the repairman would have turned in the money. I asked why I wasn't given the option of paying by check and he had no answer. Since I had been a customer for quite a while, paid my bills on time and had carried the expensive service contract, why couldn't I pay the $40. now instead of the $80. bill. He told me since I was switching to a natural gas furnace and had stopped oil delivery, I was no longer a loyal customer and I had to pay the bill. I feel that I was given poor information in my original call, was blackmailed by the repairman when he asked for $40. in cash and treated poorly when I called regarding the bill. I have paid the bill - invoice XXXXXX, cr [redacted] on June 21 by check number [redacted]. Desired SettlementAt a minimum I should be reimbursed the $40.00 and the best result would be that I am reimbursed the total amount I paid - $80.00.Business' Initial Response On April 16, 2013 the consumer contacted our office to close their account. With a written request the customer termiated their service with Bay State Fuel to convert their heating system to gas. They then had other workmen in home working on the heating system and the burner switch was inadvertently turned off. The customer contacted us and insisted on a service call after 3:30 pm to their availabilty. The customer was questioned about the switches as well as other questions about other service to the heating system. Our technician did offer a reduced fee if the customer paid at the time of service because the consumer was hostile refused to pay any bill. She felt she shouldn't have to pay. Whether the contract agreement was or was not cancelled the customer would still have to pay for this service. Maintenance agreements cover and warranty the parts and workmanship provided by Bay State Fuel on the heating system and not a switch being turned off, essentially by another heating provider. If the customer had called the other provider perhaps they would not have billed for the call. We did not misrepresent our service or billing in any way. The customer was informed prior to and during the call. Their were not treated unfairly or blackmailed. Consumer's Final Response (The consumer indicated he/she DID NOT accept the response from the business.)There had not been any other service providers in the house for at least 2 weeks prior to my call to Bay State Fuel, so the issue was not the fault of any other service providers. The switch was accidentily knocked off when I was near the furnace the night before. I was not aware the switch was there. I strongly object to the comment that I was hostile with the technician. Since I had been told on the phone when scheduling the appointment that my service contract was in effect I objected to being told I could pay $40. in cash - only. I simply told the technician that I would fight the bill with the company directly. The issue with cash payment is my biggest concern. The technician could have easily pocketed the money, listed the service performed as one that was covered and the company would not have been aware. Cash payments seem very shady to me.Business' Final Response The technician did report to the office he offered the customer a reduced rate for paying on the spot because the customer indicated to the technician they were not going to pay at all. The customer was asked about the switches prior to the repair and customer stated they were all on and that was not the problem. The reason we ask is to avoid billing issues of this nature. We try to walk customers through common problems that can be addressed over the phone to things that may have inadvertently been done. The customer made her unhappiness very evident on the phone prior to call and to the technician. Perhaps the technician used poor judgement in his offer, but as a Manager in our business, it was in an attempt to alleviate a non payment issue. Our written policy as shown in our literature states: Payments for service repair is payable to the technician at the time of service. Cash payment prevents a stop payment on a check or checks being returned. It is a frequent part of our business on both service and fuel delivery and not to be considered "shady". Certain circumstances warrant the request.

misrepresentation of information in a phone call and repairman asking for cash paymentI contacted the oil company due to no hot water on May 29, 2013. I verified my service contract was still in effect. The rep on the phone asked if I had checked the switch on the oil burner and I said I had tried the reset button and the emergency switch. The repairman arrived and my problem was an additional switch on the side of the burner which I was not aware of was off. The rep on the phone did not indicate there were any additional switches besides the reset button and emergency switch. Had I been told to check around the burner I would have found it, eliminating the need for the service call. After the repairman flicked the switch the furnace began to work, the repairman then asked for $40.00 in cash since the problem was not covered by my service contract. I told him I had checked with the company and they told me my contract was still in effect. He repeated that this call would be $80.00 but if I would give him $40.00 cash the bill would "go away." I told him I didn't have $40.00 in cash and he said that I would have to pay the bill when it arrived. I did receive a bill for $80.00 with a copy of my service contract. The contract did indicate that switches are not covered under the contract. I called the company regarding the bill and the service representative was not very polite to me. When I suggested that if they had had me look around for a switch he said all burners are different and that switches are in different places. I then asked about the $40.00 cash payment and he said that is accepted behavior and he was sure the repairman would have turned in the money. I asked why I wasn't given the option of paying by check and he had no answer. Since I had been a customer for quite a while, paid my bills on time and had carried the expensive service contract, why couldn't I pay the $40. now instead of the $80. bill. He told me since I was switching to a natural gas furnace and had stopped oil delivery, I was no longer a loyal customer and I had to pay the bill. I feel that I was given poor information in my original call, was blackmailed by the repairman when he asked for $40. in cash and treated poorly when I called regarding the bill. I have paid the bill - invoice XXXXXX, cr [redacted] on June 21 by check number [redacted]. Desired SettlementAt a minimum I should be reimbursed the $40.00 and the best result would be that I am reimbursed the total amount I paid - $80.00.Business' Initial Response On April 16, 2013 the consumer contacted our office to close their account. With a written request the customer termiated their service with Bay State Fuel to convert their heating system to gas. They then had other workmen in home working on the heating system and the burner switch was inadvertently turned off. The customer contacted us and insisted on a service call after 3:30 pm to their availabilty. The customer was questioned about the switches as well as other questions about other service to the heating system. Our technician did offer a reduced fee if the customer paid at the time of service because the consumer was hostile refused to pay any bill. She felt she shouldn't have to pay. Whether the contract agreement was or was not cancelled the customer would still have to pay for this service. Maintenance agreements cover and warranty the parts and workmanship provided by Bay State Fuel on the heating system and not a switch being turned off, essentially by another heating provider. If the customer had called the other provider perhaps they would not have billed for the call. We did not misrepresent our service or billing in any way. The customer was informed prior to and during the call. Their were not treated unfairly or blackmailed. Consumer's Final Response (The consumer indicated he/she DID NOT accept the response from the business.)There had not been any other service providers in the house for at least 2 weeks prior to my call to Bay State Fuel, so the issue was not the fault of any other service providers. The switch was accidentily knocked off when I was near the furnace the night before. I was not aware the switch was there. I strongly object to the comment that I was hostile with the technician. Since I had been told on the phone when scheduling the appointment that my service contract was in effect I objected to being told I could pay $40. in cash - only. I simply told the technician that I would fight the bill with the company directly. The issue with cash payment is my biggest concern. The technician could have easily pocketed the money, listed the service performed as one that was covered and the company would not have been aware. Cash payments seem very shady to me.Business' Final Response The technician did report to the office he offered the customer a reduced rate for paying on the spot because the customer indicated to the technician they were not going to pay at all. The customer was asked about the switches prior to the repair and customer stated they were all on and that was not the problem. The reason we ask is to avoid billing issues of this nature. We try to walk customers through common problems that can be addressed over the phone to things that may have inadvertently been done. The customer made her unhappiness very evident on the phone prior to call and to the technician. Perhaps the technician used poor judgement in his offer, but as a Manager in our business, it was in an attempt to alleviate a non payment issue. Our written policy as shown in our literature states: Payments for service repair is payable to the technician at the time of service. Cash payment prevents a stop payment on a check or checks being returned. It is a frequent part of our business on both service and fuel delivery and not to be considered "shady". Certain circumstances warrant the request.

BSF clean put in new motor, wires were not properly att, resulting in a puffback which they are not taking responsibility for and offered $50 cash! We had our furnace serviced on 4/13 using a promotion the offered and had them also install a new motor because the old one was getting loud. I noticed the pressure seemed to be high but was assured the furnace was running fine. I did not run for any prolonged time and would shut off. I called again to have them come back out to check. The tech noticed he did not connect some of the wires and he reconnected the wires and attempted to restart the furnace. He was aware I had tried to restart it but if obviously would not stay on because of the faulty wiring. Once he restarted it created a large PUFFBACK which covered the technician dna filled my entire downstairs thigh a thick smoke. Windows were opened, fans were used and eventually the smoke cleared. The 2 tecs brought in a vac and cleaned the floor in front of the furnace, and at the time I was not aware of the extensive coating of soot that was deposited throughout the whole of my finished basement. I was not aware as to the extent of damage until I went to take items out of that area and got my hands, feet, clothing, covered and smeared with black soot. I then realized that other areas I had cleaned were not from dust but this furnace soot. The [redacted] of Bay State Fuel Oil, Inc. was contacted. He came out right away and surveyed the soot but denied that it was a result of his technician's BUFFBACK and said that the best he could do was offer me $50.00 as a good will jesture. I explained to him I had no way to clean it myself because the black greesy stuff does not wash off your hands. H went out to his truck and got a camera and proceeded to take photos of all around not of the smoke tags but of other clutter that was around insinuating that the basement as just ingeneral not clean. I expleained to him I couldeven get the luggage out from behind the furnace without getting covered and he insinuated the luggage had been there for years and the soot was not his fault. He even too a picture of my puppies water that was spilled on my kitchen floor and when I asked him why he was taking photos of the floor he made a commend about the condition of the house. Once again he offered me the $50.00 stating we had not serviced the furnace in years and that was the best he could do. I asked him to put the offer in writing and he refused so my son and his friend witnessed his offer and refusal to sign. I told him I had a restoration company CRS coming to check it out and he then explained his insurance company would not accept a claim from me? Shortly after the restoration company did come and found almost every bookcase, my sons dresser the commode in the bathroom and all other flat surfaces including art work and bookcased with a film of black trace along with smoketags?? or little webs that result from smoke damage. He left me a ball park estimeate and suggested I put in and insurance claim to clean especially because my sons bedroom and bathroom are in the basement. The area is about 1500 sq feet and it is full of storage from combining 2 houses. I would have hoped Bay State Fuel would have seen that this task is more than I could do on my own and own up to their culpability in this matter. and I think the $50.00 and inferences in my lack of cleaning was an intimidation technique and knowing his technician caused the mess he was back peddling. I was hoping he would be reasonable and acknowledged their mistake instead of having me be forced to make an insurance claim to make my basement safe and carbon free.Desired SettlementI want Bay State Fuel Oil,Inc. to cover my deductible if my homeowners has to be used or better yet just clean up the mess they caused. I do not feel this should go against my homeowners because this could cause my premiums to increase for their mistake.Business Response On April 15, 2013 our technicians arrived at the home to perform a maintenance service. Upon arrival at the home the technician noted that the unit was plugged solid with soot and that there was soot in basement and all around the floor. The unit had not been serviced professionally in more than five years and the current homeowner had removed the side of the unit (because it was plugged with soot) to allow air flow and they continued running unit. The two technicians serviced the unit and replaced the burner motor. There were at the home for two hours and 10 minutes as indicated on the invoice. Also noted on the invoice, the technician states there was soot around area and the unit condition and area upon arrival. The homeowner contacted our office to return later in the same day stating the pressure was too high on boiler. Upon arrival, the technician found no problem. The pressure was normal and the boiler had not even been running for heat at that time. The next day the customer called back stating they had no heat. Upon arrival the technician found a loose wire on the transformer. The customer stated they had only hit reset button on unit a "few" times to try to restart. The technician noted on invoice that the burner was flooded with fuel and the reset button had been hit more than a few times. When he fixed the loose wire the then restarted the unit, this did cause a loud start and smoke in basement (not soot) because the unit had to burn off the excess fuel caused by the homeowner hitting the reset button more than once as indicated on safety recommendations and not by the loose wire on the transformer. Our representative went to home on June 27, 2013 (ten weeks later) because customer called about soot. The boiler was running properly and there was not additional soot to be found around the boiler. He did take several pictures around the basement and home to indicate that the soot and or dust have been there long before our service to the unit in April. The area around the boiler is clean (as left by the technicians appointment) the rest of the basement is the soot that was there prior to service. We would be glad to provide documentation as well as the pictures to verify all information upon request. The Representative that offered her the $50.00 was as stated for "good will" and not for fault. The unit and basement were already soot laden prior to our arrival at the original service appointment. The technician cleaned the area around the boiler during service as his job requires and the unit is running clean since the service was provided. Bay State Fuel is not responsible for the condition of the home prior to service performed.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The original call for service was made on 3/19 to schedule service for the week of school vacation on 4/15. (One month later) If the burner had had a problem being (all plugged up) as stated why would we have waited a month for service? We called to use a spring cleaning service coupon and have the motor which had a louder that normal sound coming from it to be replaced. There were no other issues with the furnace. Bay State is now trying to back peddle and not claim the extensive soot damage through the entire basement and even affecting some small areas upstairs is not their fault. A professional cleaning company my homeowners and myself, my father and the 2 technicians know this to be untrue, it is in fact their fault. My father I and I even helped with fans to attempt to clear the smoke out. We all witnessed the extent of soot that filled the air that day and myself being unaware of the consequences, I did not know the extent to the damage these puff backs caused until I tried to use some of the items stored in the basement, yes some time later. Then I was shown the overall damage by a professional reputable cleaning company,[redacted]. The restoration specialist pointed out soot even in the eves, all the smoke tags or webs the black debris on every flat surface in the basement and more. Yes the burner tecs. did shop vac. around the front of the furnace and towel off the floor but they never even looked behind the furnace, or expressed concern about other items in the basement. Also there is NO WAY I AM TECHINCAL ENOUGH..TO REMOVE the side of the furnace for air flow as stated in the rebuttal to my first complaint that is just ludacris, and misstatement #1. The furnace had also been serviced since we moved in and assuming it had been 5 years just because he did not see a slip is misstatement #2. Also stating the furnace was blocked I have no reason to believe is accurate as well, and even it were, weren't we scheduling a cleaning? Isn't that what furnace companies do is clean out furnaces? So regardless the basement was not and was never filled with soot filed prior to their coming and to infer this is just down right wrong of them to say this when they know it to be a lie I strongly resent this statement. They were called for a cleaning, tune up replacement of burner motor and that's what initially did. It was therefore cleaned... and this puff back happened days later when they returned to fix the loose wire the tech had somehow not securely attached. The tech knew I had tried to restart the furnace and that it would not stay going and that was why they were called back. Of course it was not running the wires were loose! So he states they knew I was trying to restate the furnace and that fuel could have built up, so why being a furnace (Burner) tech would he not have been more careful in restarting the furnace. It was just a mistake and he chose to restart it knowing it would only run for a few sec. Why did he choose to ignite it? He had to have been experienced enough to know what might result with this fuel build up creating this puff back right? I think he was just shocked and I felt concern for him because of the extent of his choking and soot filled face and body. I was very concerned for his condition, I now wish I had had more concern for my house! He was covered, and the other tech who was there could not stay in the area until windows were opened fans were used to clear the air and the 4 of us were overwhelmed by the event. My dad who was also a witness tried to help too. I hate to place blame on the poor technician and his assistant (who is the son of the owner)obviously creating a conflict of interest for him! He too knows what they did. He helped clean only the area on the floor right in front of the furnace with a shop vac and towel before they left. Not thinking I assumed this was good.. I'm not used to these occurrences. They must have known the extent of damage which the smoke/soot would create but never mentioned it. That floor area in front of the furnace is normally the only area I commonly walk around in that furnace/Gym room. I do not often need to access xmas decorations, luggage, golfing equip, books, etc. on a regular basis,it's a basement, but in fact every inch has been in some way affected by this puff back and they know it. As far as the pictures that were taken, these pictures are only of benefit to me and should not only collaborate my claim as to the soot covering, paintings, bookcases, trophies, luggage, oriental carpet, work out equip. my sons bathroom and bedroom, cassettes, stored linens, clothing, carpeting were talking close to XX-XXXX sq. feet. of stored stuff! Oh yes he also has a nice photo of my puppies flipped and dumped water bowl he plays with in the kitchen upstairs!?[redacted] , Mr. [redacted], from a reputable restoration company surveyed the basement and also discussed with me the severity of the damage this event created and understanding the details better than I and the amount of leaning to get this greasy black film off all this stuff is a daunting task. He showed me areas the black soot pervaded and he understands the details as to the amount of cleaning that is needed to remove the soot damage properly. I truly was overwhelmed when he showed me the extent and knew if was beyond my ability to clean this black greasy stuff that does not come off your hands and the $50.00 offered to me by Bay State Fuel would not even cover the paper towels needed to begin this job.I truly had no idea how pervasive a problem this damage was. Like I said I to not routinely rummage around in the basement but my son does live down there in that carcinogenic mess and the palm shade by his bed is even damaged. My insurance company came the following day as well and concurs with[redacted], and are working on a claim for me. I do not believe my insurance should be responsible for this but however they handle it I hate to have this be against me and my insurance, I realize these issues are what we have homeowners ins. for, but Fuel Oil and furnace companies also have insurance for problems they create like puff backs, whether they take responsibility for them or not. They can shirk their responsibility all they want and redistribute blame but 4 of us really know what happened and denying it only make them look more irresponsible. They can try to shift the blame to me, but all I did is call for Spring Cleaning Special,( and I got a lot more than I bargained for.) I scheduled it for when I was on vacation in April for convenience and they came and did the service. The tech. never complained about the furnace and he was a very nice guy. He did not unfortunately have the wiring properly secure, the furnace would not stay running the next day, 4 PEOPLE WITNESSED THIS SOOT DAMAGE engulfing the basement and to deny responsibility to this soot damage is just wrong. End of story that is why companies carry insurance, need to show integrity and assume responsibility when mistakes are unfortunately made and stand by their reputations.Final Business Response As stated in the original response, the unit was soot laden and plugged upon arrival. This is noted on the orginal service ticket by the technician and signed by the consumer. The gentleman of the home told the technician that he was working on the unit and that he took the side off. We understand there was a lot of smoke from the follow up call this however, is not the technician's error. The unit was flooded with fuel and the only way to undo that is to start the unit and burn it off. There is no way for the technician to know how bad the start would have been because the homeowner said they hit the button a "few" times. This was caused from the consumer pushing the reset button multiple (more than a "few") times and flooding the unit and not by the loose wire. The loose wire occured from being worked on and the unit ran several times on its own after the service the prior day, it was running fine when the second tech came the same day as the service. The loose wire caused the unit to not start, it did not cause it to blow smoke. Our denial of responsibility is due to the fact that there was soot in the basement prior to the orginal service. As the consumer states the things in the basement are not used regularly and they have no way of knowing how long the soot had been there. We do stand behind our work and take responsibility for our technicians workmanship. We feel that our work was done correctly and in showing we returned the same day upon request (at no charge) and the next day and did the repair needed and did not charge the customer as we were there and the customer stated they had a problem. Any damage done by the follow up call is not our technicians error. This was caused directly because the homeowner did not follow the safety regulations of their heating system. The dust, dirt and/or soot appear to be laded in the home for an extended period of time. If the consumer is not satisfied, they should report this claim to their insurance company and they may contact us for further information. If the insurance company finds our service to be liable then her deductible would be taken care of through those channels. We will not provide that to the consumer.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The claim has been reported to the insurance co. and they will contact Bay State Fuel.

BSF clean put in new motor, wires were not properly att, resulting in a puffback which they are not taking responsibility for and offered $50 cash! We had our furnace serviced on 4/13 using a promotion the offered and had them also install a new motor because the old one was getting loud. I noticed the pressure seemed to be high but was assured the furnace was running fine. I did not run for any prolonged time and would shut off. I called again to have them come back out to check. The tech noticed he did not connect some of the wires and he reconnected the wires and attempted to restart the furnace. He was aware I had tried to restart it but if obviously would not stay on because of the faulty wiring. Once he restarted it created a large PUFFBACK which covered the technician dna filled my entire downstairs thigh a thick smoke. Windows were opened, fans were used and eventually the smoke cleared. The 2 tecs brought in a vac and cleaned the floor in front of the furnace, and at the time I was not aware of the extensive coating of soot that was deposited throughout the whole of my finished basement. I was not aware as to the extent of damage until I went to take items out of that area and got my hands, feet, clothing, covered and smeared with black soot. I then realized that other areas I had cleaned were not from dust but this furnace soot. The [redacted] of Bay State Fuel Oil, Inc. was contacted. He came out right away and surveyed the soot but denied that it was a result of his technician's BUFFBACK and said that the best he could do was offer me $50.00 as a good will jesture. I explained to him I had no way to clean it myself because the black greesy stuff does not wash off your hands. H went out to his truck and got a camera and proceeded to take photos of all around not of the smoke tags but of other clutter that was around insinuating that the basement as just ingeneral not clean. I expleained to him I couldeven get the luggage out from behind the furnace without getting covered and he insinuated the luggage had been there for years and the soot was not his fault. He even too a picture of my puppies water that was spilled on my kitchen floor and when I asked him why he was taking photos of the floor he made a commend about the condition of the house. Once again he offered me the $50.00 stating we had not serviced the furnace in years and that was the best he could do. I asked him to put the offer in writing and he refused so my son and his friend witnessed his offer and refusal to sign. I told him I had a restoration company CRS coming to check it out and he then explained his insurance company would not accept a claim from me? Shortly after the restoration company did come and found almost every bookcase, my sons dresser the commode in the bathroom and all other flat surfaces including art work and bookcased with a film of black trace along with smoketags?? or little webs that result from smoke damage. He left me a ball park estimeate and suggested I put in and insurance claim to clean especially because my sons bedroom and bathroom are in the basement. The area is about 1500 sq feet and it is full of storage from combining 2 houses. I would have hoped Bay State Fuel would have seen that this task is more than I could do on my own and own up to their culpability in this matter. and I think the $50.00 and inferences in my lack of cleaning was an intimidation technique and knowing his technician caused the mess he was back peddling. I was hoping he would be reasonable and acknowledged their mistake instead of having me be forced to make an insurance claim to make my basement safe and carbon free.Desired SettlementI want Bay State Fuel Oil,Inc. to cover my deductible if my homeowners has to be used or better yet just clean up the mess they caused. I do not feel this should go against my homeowners because this could cause my premiums to increase for their mistake.Business Response On April 15, 2013 our technicians arrived at the home to perform a maintenance service. Upon arrival at the home the technician noted that the unit was plugged solid with soot and that there was soot in basement and all around the floor. The unit had not been serviced professionally in more than five years and the current homeowner had removed the side of the unit (because it was plugged with soot) to allow air flow and they continued running unit. The two technicians serviced the unit and replaced the burner motor. There were at the home for two hours and 10 minutes as indicated on the invoice. Also noted on the invoice, the technician states there was soot around area and the unit condition and area upon arrival. The homeowner contacted our office to return later in the same day stating the pressure was too high on boiler. Upon arrival, the technician found no problem. The pressure was normal and the boiler had not even been running for heat at that time. The next day the customer called back stating they had no heat. Upon arrival the technician found a loose wire on the transformer. The customer stated they had only hit reset button on unit a "few" times to try to restart. The technician noted on invoice that the burner was flooded with fuel and the reset button had been hit more than a few times. When he fixed the loose wire the then restarted the unit, this did cause a loud start and smoke in basement (not soot) because the unit had to burn off the excess fuel caused by the homeowner hitting the reset button more than once as indicated on safety recommendations and not by the loose wire on the transformer. Our representative went to home on June 27, 2013 (ten weeks later) because customer called about soot. The boiler was running properly and there was not additional soot to be found around the boiler. He did take several pictures around the basement and home to indicate that the soot and or dust have been there long before our service to the unit in April. The area around the boiler is clean (as left by the technicians appointment) the rest of the basement is the soot that was there prior to service. We would be glad to provide documentation as well as the pictures to verify all information upon request. The Representative that offered her the $50.00 was as stated for "good will" and not for fault. The unit and basement were already soot laden prior to our arrival at the original service appointment. The technician cleaned the area around the boiler during service as his job requires and the unit is running clean since the service was provided. Bay State Fuel is not responsible for the condition of the home prior to service performed.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The original call for service was made on 3/19 to schedule service for the week of school vacation on 4/15. (One month later) If the burner had had a problem being (all plugged up) as stated why would we have waited a month for service? We called to use a spring cleaning service coupon and have the motor which had a louder that normal sound coming from it to be replaced. There were no other issues with the furnace. Bay State is now trying to back peddle and not claim the extensive soot damage through the entire basement and even affecting some small areas upstairs is not their fault. A professional cleaning company my homeowners and myself, my father and the 2 technicians know this to be untrue, it is in fact their fault. My father I and I even helped with fans to attempt to clear the smoke out. We all witnessed the extent of soot that filled the air that day and myself being unaware of the consequences, I did not know the extent to the damage these puff backs caused until I tried to use some of the items stored in the basement, yes some time later. Then I was shown the overall damage by a professional reputable cleaning company,[redacted]. The restoration specialist pointed out soot even in the eves, all the smoke tags or webs the black debris on every flat surface in the basement and more. Yes the burner tecs. did shop vac. around the front of the furnace and towel off the floor but they never even looked behind the furnace, or expressed concern about other items in the basement. Also there is NO WAY I AM TECHINCAL ENOUGH..TO REMOVE the side of the furnace for air flow as stated in the rebuttal to my first complaint that is just ludacris, and misstatement #1. The furnace had also been serviced since we moved in and assuming it had been 5 years just because he did not see a slip is misstatement #2. Also stating the furnace was blocked I have no reason to believe is accurate as well, and even it were, weren't we scheduling a cleaning? Isn't that what furnace companies do is clean out furnaces? So regardless the basement was not and was never filled with soot filed prior to their coming and to infer this is just down right wrong of them to say this when they know it to be a lie I strongly resent this statement. They were called for a cleaning, tune up replacement of burner motor and that's what initially did. It was therefore cleaned... and this puff back happened days later when they returned to fix the loose wire the tech had somehow not securely attached. The tech knew I had tried to restart the furnace and that it would not stay going and that was why they were called back. Of course it was not running the wires were loose! So he states they knew I was trying to restate the furnace and that fuel could have built up, so why being a furnace (Burner) tech would he not have been more careful in restarting the furnace. It was just a mistake and he chose to restart it knowing it would only run for a few sec. Why did he choose to ignite it? He had to have been experienced enough to know what might result with this fuel build up creating this puff back right? I think he was just shocked and I felt concern for him because of the extent of his choking and soot filled face and body. I was very concerned for his condition, I now wish I had had more concern for my house! He was covered, and the other tech who was there could not stay in the area until windows were opened fans were used to clear the air and the 4 of us were overwhelmed by the event. My dad who was also a witness tried to help too. I hate to place blame on the poor technician and his assistant (who is the son of the owner)obviously creating a conflict of interest for him! He too knows what they did. He helped clean only the area on the floor right in front of the furnace with a shop vac and towel before they left. Not thinking I assumed this was good.. I'm not used to these occurrences. They must have known the extent of damage which the smoke/soot would create but never mentioned it. That floor area in front of the furnace is normally the only area I commonly walk around in that furnace/Gym room. I do not often need to access xmas decorations, luggage, golfing equip, books, etc. on a regular basis,it's a basement, but in fact every inch has been in some way affected by this puff back and they know it. As far as the pictures that were taken, these pictures are only of benefit to me and should not only collaborate my claim as to the soot covering, paintings, bookcases, trophies, luggage, oriental carpet, work out equip. my sons bathroom and bedroom, cassettes, stored linens, clothing, carpeting were talking close to XX-XXXX sq. feet. of stored stuff! Oh yes he also has a nice photo of my puppies flipped and dumped water bowl he plays with in the kitchen upstairs!?[redacted] , Mr. [redacted], from a reputable restoration company surveyed the basement and also discussed with me the severity of the damage this event created and understanding the details better than I and the amount of leaning to get this greasy black film off all this stuff is a daunting task. He showed me areas the black soot pervaded and he understands the details as to the amount of cleaning that is needed to remove the soot damage properly. I truly was overwhelmed when he showed me the extent and knew if was beyond my ability to clean this black greasy stuff that does not come off your hands and the $50.00 offered to me by Bay State Fuel would not even cover the paper towels needed to begin this job.I truly had no idea how pervasive a problem this damage was. Like I said I to not routinely rummage around in the basement but my son does live down there in that carcinogenic mess and the palm shade by his bed is even damaged. My insurance company came the following day as well and concurs with[redacted], and are working on a claim for me. I do not believe my insurance should be responsible for this but however they handle it I hate to have this be against me and my insurance, I realize these issues are what we have homeowners ins. for, but Fuel Oil and furnace companies also have insurance for problems they create like puff backs, whether they take responsibility for them or not. They can shirk their responsibility all they want and redistribute blame but 4 of us really know what happened and denying it only make them look more irresponsible. They can try to shift the blame to me, but all I did is call for Spring Cleaning Special,( and I got a lot more than I bargained for.) I scheduled it for when I was on vacation in April for convenience and they came and did the service. The tech. never complained about the furnace and he was a very nice guy. He did not unfortunately have the wiring properly secure, the furnace would not stay running the next day, 4 PEOPLE WITNESSED THIS SOOT DAMAGE engulfing the basement and to deny responsibility to this soot damage is just wrong. End of story that is why companies carry insurance, need to show integrity and assume responsibility when mistakes are unfortunately made and stand by their reputations.Final Business Response As stated in the original response, the unit was soot laden and plugged upon arrival. This is noted on the orginal service ticket by the technician and signed by the consumer. The gentleman of the home told the technician that he was working on the unit and that he took the side off. We understand there was a lot of smoke from the follow up call this however, is not the technician's error. The unit was flooded with fuel and the only way to undo that is to start the unit and burn it off. There is no way for the technician to know how bad the start would have been because the homeowner said they hit the button a "few" times. This was caused from the consumer pushing the reset button multiple (more than a "few") times and flooding the unit and not by the loose wire. The loose wire occured from being worked on and the unit ran several times on its own after the service the prior day, it was running fine when the second tech came the same day as the service. The loose wire caused the unit to not start, it did not cause it to blow smoke. Our denial of responsibility is due to the fact that there was soot in the basement prior to the orginal service. As the consumer states the things in the basement are not used regularly and they have no way of knowing how long the soot had been there. We do stand behind our work and take responsibility for our technicians workmanship. We feel that our work was done correctly and in showing we returned the same day upon request (at no charge) and the next day and did the repair needed and did not charge the customer as we were there and the customer stated they had a problem. Any damage done by the follow up call is not our technicians error. This was caused directly because the homeowner did not follow the safety regulations of their heating system. The dust, dirt and/or soot appear to be laded in the home for an extended period of time. If the consumer is not satisfied, they should report this claim to their insurance company and they may contact us for further information. If the insurance company finds our service to be liable then her deductible would be taken care of through those channels. We will not provide that to the consumer.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The claim has been reported to the insurance co. and they will contact Bay State Fuel.