Bottini Fuel

Our insurance company has contacted us for additional information and was contacting [redacted] to schedule an appointment So as previously stated this is being actively worked on

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:The matter is not being handled by the insurance
company, and Bottini is aware of this.I spoke to *** from Bottini on March **, to inform her that the insurance company had not answered their phone despite numerous phone calls from meI was told by *** that there was no one else I could contact and that there was nothing at all she could do until the insurance agent called her backI made it abundantly clear to her that the insurance company was not responsiveShe said I would not hear back from her until after her insurance agent called her back, and then she hung up on me abruptlyNeither she nor anyone else from Bottini has been in contact with me since. Sincerely,***
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*** ***

In reply to the complaint first off I am sorry the driver got stuck in the driveway and could not make the delivery safely. Mother nature has put a beating on all of us and ice and snow have been a factor in delivering safely. That being said we did make the delivery to the customer on
3/*/and the customer took gallons which is right on target with their delivery history and the cold weather. What I will do in the future is make it appear that they have a smaller tank to move deliveries a little closer. This will make the delivery come out sooner and if there is an issue with the driveway it with give us the opportunity to try again before the tank gets too low for the customer's comfortIf there is anything else I can help you with please let me know.*** ** *** Sales Executive

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Bottini has not addressed the issueThey should immediately, without further delay, send a company such as Servpro in to my home to clean the sootIt has been more than months since the incident. in terms of the statement from Bottini, indicating their insurance company was handling the matter...as previously stated, it has been over three months since I filed the complaint, and I have yet to receive any remediation or decision from Bottini or their insurance companyI believe the delay to be unreasonable, unnecessary, and deliberate. To the Revdex.com, I would like someone to call me to inform me of my rightsSpecifically, under NYS insurance law, how long does an insurance company have to issue a decision, and what action should be taken when the insured (Bottini) has caused damage to property and has failed in their obligation to remedy the damage? I would like to move this complaint ahead at this point; Bottini has had more than ample time to address the issue (as has any insurance company they claim is "handling it").Please move this case to the next level, and inform me of my rights.Thank you,***
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*** ***

I’m on automatic delivery for propane an oil, my accounts have credits an are always paid ahead yet I run out of oil an propane! A 25 year customer treated like crap! I’m sick of it ! Time to move on I guess thanks bottoming for your rediculous treatment I’ve received from your company! All the referrals I used to give you commercially an residential, for what ! Now maybe it’s time to share this horrendous treatment with the public! Thanks for nothing ben Adiletta

Our insurance company has contacted us for additional information and was contacting [redacted] to schedule an appointment.  So as previously stated this is being actively worked on.

This matter is being handled by our insurance company.

I have been a customer for about a year. Their propane prices were good. I wish I read these reviews. They installed 2 120 Gallon propane tanks which I paid to be installed, filled at a later date and checked for gas leaks. All was decent until this year...2017. A driver backed up to the tanks behind my home leaving deep ruts in the ground which then froze that night. Too lazy to pull a hose an extra 20 feet. The driver gave me lip when I complained to him. Told the office to only deliver from the driveway.
About a month later, my heat went out. I have over 30 years in construction fields and am knowledgeable in many areas. I had to mainly use my oven to keep warm. I noticed the gas pressure was low. I called Bottini for service. Over 6 cold hours later a tech comes around 9pm. I showed him the oven and told him I believe the regulator outside on their tanks might be failing. Sure enough he changed it and the oven pressure ressumed. When he looked at the furnace he smelled gas. We found a small hole in the flexible gas line connecting the black pipe gas line to the furnace. He told me he did NOT have this common simple part in his van. I asked if he had copper tubing. He said yes but has to call his supervisor to ask if he can use it. I was dumbfounded. Copper was used forever and is STILL used. He told me he would NOT replace the line with copper. I tried to reason that it is just overnight at worst until I can replace it tomorrow. He refused. I told him to leave as he was as useless as tips on a bull.
A few weeks later I get a bill from Bottini for $309. I laughed and ignored it. A few weeks later I get a reminder that I should need a delivery but have a bakance. Again I ignored it. In April's second week they called so I answered. It was some office it stating the same. I asked to speak to an owner to tell them what this group of corrupt its were doing. I got a call back hours later from Matt supposedly the director of the propane division. I told him what happened. He as others above state played stupid and made excuses. After going back and forth several times I realized I was never going to fix his stupidity. I told him he is the it here NOT me and hung up on him. He called me back immediately to curse me out.
These people are totally useless. Worthless and gave zero honor. Do NOT hire them or you will suffer. My experience is nothing next to what I read above. They never let me talk to an owner though I constantly tried. Some office it called to threaten to take the tanks that have 30% propane that is PAID FOR BY ME. They will not succeed.
I don't care what bt response they give. This is what happened and I re order the entire days calls with them which I strongly advise everyone do today with these lowlife dishonorable companies. All these its should be fired.

Review: On February **, 2015, after having Bottini provide service to my furnace, my house filled with soot and carbon monoxide, resulting in damage to the home, and emergency services at the house, fire department, EMT, and police.

I have been in contact multiple times with Bottini to try to resolve the issue, and have experienced several instances of either being lied to on the phone (told the only option I had was to file a claim with my own insurance company) or people not being available and not returning my calls.

Eventually, I was given a number for their insurance company ([redacted]), but no one has ever answered the phone. I called to make Bottini aware of this, after 2 weeks of trying to contact their insurance company myself, and was told that there was nothing they could do until someone called back, and that there was no other number for me to call or way to contact the insurance company.

My house has soot damage on all surfaces as a direct result of the work that Bottini did when they installed a new power blower a few days prior. The cause of the soot and carbon monoxide filling the entire house appears to be inadequate combustion air, leading to soot blow-out at the oil burner (not a single event puffback). This is a problem with the installation and maintenance of the system which Bottini is directly responsible for.Desired Settlement: Bottini should send a company qualified in soot damage remediation in to my home immediately, to remove the soot from surfaces and duct work.

Business

Response:

This matter is being handled by our insurance company.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:The matter is not being handled by the insurance company, and Bottini is aware of this.I spoke to [redacted] from Bottini on March **, 2015 to inform her that the insurance company had not answered their phone despite numerous phone calls from me. I was told by [redacted] that there was no one else I could contact and that there was nothing at all she could do until the insurance agent called her back. I made it abundantly clear to her that the insurance company was not responsive. She said I would not hear back from her until after her insurance agent called her back, and then she hung up on me abruptly. Neither she nor anyone else from Bottini has been in contact with me since. Sincerely,[redacted]

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Sincerely,

Business

Response:

Our insurance company has contacted us for additional information and was contacting [redacted] to schedule an appointment. So as previously stated this is being actively worked on.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Bottini has not addressed the issue. They should immediately, without further delay, send a company such as Servpro in to my home to clean the soot. It has been more than 3 months since the incident. in terms of the statement from Bottini, indicating their insurance company was handling the matter...as previously stated, it has been over three months since I filed the complaint, and I have yet to receive any remediation or decision from Bottini or their insurance company. I believe the delay to be unreasonable, unnecessary, and deliberate. To the Revdex.com, I would like someone to call me to inform me of my rights. Specifically, under NYS insurance law, how long does an insurance company have to issue a decision, and what action should be taken when the insured (Bottini) has caused damage to property and has failed in their obligation to remedy the damage? I would like to move this complaint ahead at this point; Bottini has had more than ample time to address the issue (as has any insurance company they claim is "handling it").Please move this case to the next level, and inform me of my rights.Thank you,[redacted]

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Sincerely,

Review: I called Bottini asking about an issue with the oven not working. The representative who took the call misunderstood the inquiry. As a result she sent a tech out and charged me 113.12. I never requested a service call and I never reported an LP leak, nor did I say there was an order of gas. Now they want to cut off from the gas and charge me legal fees. I am a disabled senior with only social security income and cannot afford to pay for services I never requested . When the tech came out I told him what happened he said ok and left and never did anything.

Business

Response:

Bottini Fuel has looked into the complaint related to the service call [redacted] had. When customer called in there was a mention of a gas leak and for safety reasons it is our obligation to check into the situation upon getting there it was determined it was not a leak but an issue with the stove. According to the notes from the service tech [redacted] was going to contact his landlord. In an effort to be fair Bottini Fuel will be happy to split the bill with [redacted]. If there is anything else I can do let me know. [redacted] ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Bottini installed a new oil furnace and furnace chimney liner in my home the end of April, 2014. The job was never completed properly. As heating season began, my smoke alarms sounded and my family room got a hazy cloud. I called to advise Bottini who dispatched a tech. That tech told me that the filter was not installed correctly, but that he did not have the part. He would advise the office and they would return to correct the problem.Bottini never fixed that issue. Instead, the "smoke/haze" problem only got worse as heating season came to a peak. By January, the CO2 detector that Bottini installed along with the new furnace was going off more regularly.Around January *, my daughter complained of dark smoke in the family room where her friends had been spending the night celebrating her birthday. She complained of headaches. I went down to the family room to find a grey cloud throughout the entire basement, and we evacuated the room and called Bottini. There was no fire, nevertheless the entire lower level was full of smoke. The smell permiated the upstairs also. Eventually,we learned from the real experts that the Furnace and Chimney liner was installed improperly resulting in High levels of Co2 and the eventual puff back and soot damage. We were so lucky that my daughter and her friends did not die of CO2 poisoning.When the technician arrived, he confirmed that we had a "puff back" of soot. He attempted to clean the pipes from the water heater and told me that they would need to take a closer look. Another tech eventually was dispatched. He REROUTED the pipes from the new furnace and water heater. Pipes that had been improperly installed months earlier when the furnace and Chimney job was first done by Bottini.Fearing for my familys health, I brought in an expert to assess the damage and risks. His inspection uncovered soot in all of my air ducts which explained why my family had been feeling unwell for months. He confirmed that the installation was not to code, and remarked thatDesired Settlement: Full compensation for all cleanup.Reimbursement for all related costs to correct the problems, including, but not limited to the proper installation of the filter, chimney repairs, etc.Financial compensation for loss of wages, damages, stress, pain and suffering, and future potential medical costs for myself and my children, and my two dogs, one of whom has been diagnosed with chronic [redacted] problems.10 year service plan with the HVAC company of my choice.A written letter of apology.

Business

Response:

We have in good faith attempted to work with this customer. A detail of the timeline is as follows: On 4/**/2014 We installed a Furnace & CO Detector. CO's specific gravity is 0.9657 (air = 1) so it is slightly more buoyant and mixes easily with room air, especially if the air is heated. This means the guidelines as to the placement of carbon monoxide detectors can vary. The carbon monoxide detector manufacturer’s recommendations were followed with this and every installation. As this installation was handled through social services, the process for this program requires for there to be an inspection and approval of a job before they release payment to us, to assure a job is completed. On 4/**/2014, we emailed and called the customer to notify her that we needed to come back to finish the installation. An appointment was set and then cancelled by the customer on 5/*/2014, then rescheduled for 5/*/2014. We returned on 5/*/2014 and finished the installation. On 5/*/2014, we notified Social Services of the completion of the job and on 6/*/2014 we received payment in for the installation, indicating the agency found the job to be in compliance and completed. On 9/**/2014, the customer called and scheduled a delivery. No mentions of any issues with the furnace were made. Then on 11/**/2014 a service call was dispatched as the customer reported noise on startup of the furnace. Tech was sent to address the issue, found filter was installed and functional, but missing clips to prevent vibration. The missing clips were installed at this time. Customer called on 11/** to complain about the install on cited the initial return trip on 5/*/14, and the more recent vibration call on 11/**. She was also under the impression the furnace came with a filter rack, a device that would allow her to change the filter herself, rather than the standard manufacturer installation that was initially quoted and requires the replacement by a certified technician. On 12/**/14 the customer left a voice mail and received a call back that day at 3:16pm. On 1/*/2015 the customer ordered a delivery, no mention was made of any problems. Customer Called for Emergency Service Call for Smoke & Soot on 1/*/2015. Tech came and determined the puff back was due to the separate oil fired Water Heater, NOT the furnace that Bottini installed. We cleaned and checked the hot water heater at no charge to the customer, a value of $176.79. From 1/* – 1/* there were a daily phone calls and messages left for our Installation Manager, and return calls and messages left for the customer regarding the service call on 1/*. On 1/*/15 the customer was transferred to a service manager and was scheduled for follow up call with senior tech on 1/** to address outstanding customer concerns. The follow up call was made on 1/**/2015. Follow up call was made by Sr tech. Water heater was re-piped at no charge to the customer, even though we did not do the initial run of the water heater pipes, a value of $195.44. On 1/**/15 We followed up with the customer to determine if the odor problem still existed. She said that the odor was gone, but wanted custom filter rack. She said she was out of town and would call us when she returns. On 1/**/15 the customer called and requested a scheduled service call to as any further work needed. Attempted to arrange with the customer and left messages/emailed on 2/*, 2/* and another service call was set with a senior tech to determine what further is needed on 2/*. In addition, a custom filter rack/return was ordered for the customer, a value of $150, which the installation of has never been completed, after many calls to the customer. In conclusion: The carbon monoxide detector manufacturer’s recommendations were followed for installation. The filter has been installed and functional since 5/*/14, as confirmed by the inspection prior to payment of install by Social Services on 6/*. The customer only made one call to us to report smoke/CO2 issues, this occurred on 1/*/2015. The haze/smoke issue was determined to be the separate hot water heater, not the hot air furnace that was installed. We did repairs and re-piped that to resolve the issue at no charge to the customer. We have offered to install a custom upgrade for the furnace filter, which the customer has not responded to our many calls and emails. We have offered to extend her service contract with us, at no charge. We have resolved all known issues with the installation.

Review: my driveway is two foot ball fields long. The driver of the oil truck backed up over 3/4 of the drive and backed halfway off the driveway into a pile of snow And got stuck. He was 6 feet away from dry blacktop. When he got out he drove away and did not deliver us the oil. When

I called the woman I talked to was very rude asking us if we knew how expensive it was for them to call a tow truck out. That is not our Issue that the driver could not drive and got stuck. We are on automatic delivery and should of had our oil awhile ago but did not. Now we are running out of oil and they will not send another truck. My father has [redacted] and [redacted] problems along with [redacted]. Bottini was not helpful at all and we still do not have oil.Desired Settlement: I would like oil when I am suppose to get it

Business

Response:

In reply to the complaint first off I am sorry the driver got stuck in the driveway and could not make the delivery safely. Mother nature has put a beating on all of us and ice and snow have been a factor in delivering safely. That being said we did make the delivery to the customer on 3/*/2015 and the customer took 218 gallons which is right on target with their delivery history and the cold weather. What I will do in the future is make it appear that they have a smaller tank to move deliveries a little closer. This will make the delivery come out sooner and if there is an issue with the driveway it with give us the opportunity to try again before the tank gets too low for the customer's comfort. If there is anything else I can help you with please let me know.[redacted] Sales Executive

Review: On Feb.*,2014 my wife and I returned from vacation to find two feet of snow in my driveway and no heat in the house,which is heated by a hot water heater to a radiant heat system.On the water heater are indicator lights which will flash when there is a problem.The Pressure Valve light was flashing.We called, and a service man came over.He asked for the service manual(a copy of which I can supply to you).In the manual under display board LEDs-what they mean,controller functions,possible causes and suggested service remedies-the pressure switch light indicates combustion air blockage.After checking with his electric meter,he says it is a bad computer board. I gave him a brand new in the box computer board which I had for emergency. He changed it and still the same exact problem-Presure Valve light flashing and will not fire up.He says that he has seen new defective computer boards and decides to order another.On Feb.**, he changes the 2nd computer board,and again the same problem-pressure valve light flashing and will not fire up.He now decides since it is not the computer board or ignitor,,that it must be the motor.On Feb.**,he changes the motor and it starts up.However,there are fumes,and he tells my wife that it is just the start up and will burn off.A short time after he leaves,the water heater shuts down,the pressure valve light flashes and it will not restart.My wife calls again for service.This time a different service man arrives.and right away he knows what the the problem is-snow in the vent.He clears out the vent and the motor starts up.He tells my wife that he has been to numerous homes with the same problem-snow in the vent,no air for combustion,and that she should call and have the motor checked because there was probably nothing wrong with it.My wife speaks to the [redacted],who says he will find out and get back to her.However my original motor disappears and no one can find it.Also,the new motor that was just installed starts getting louder and louder.I call the [redacted] and he agrees to replace the motor after his delivery man heard the problem and took back their computer board for credit.Now, the original service man returns,installs another motor-but it does not work,and therefore had to reinstall the noisy motor.I waited ten days before calling the [redacted] who asks me how the new motor is working.I tell that I do not have a new motor and have been patiently waiting for them to bring one back.He did not know that the motor was returned and that a new motor has never been reordered ,and that my original motor disappeared and never tested, and that no credit was issued for the returned computer board.Now,on May **,2014 a third service man installs the new motor which seems fine.On July *,2014,I sent a certified mail return receipt letter to the attention of the [redacted],stating all as I have written above.,but never got a reply. A month later I spoke to a secretary who assured me if I faxed the letter she would put it on his desk.But a month later,still no reply.On Sept.*,2014 I receive a statement issuing a credit for the computer board and finance charges,but not for the motor replaced unnecessarily.After calling again,the [redacted] calls me back to say that this is the only credit I will receive and that I cannot speak to [redacted].Desired Settlement: credit for motor that was replaced unnecessarily

Business

Response:

Bottini Fuel was called to this customer's home for a no hot heat call back on February *, 2014. the technician diagnosed the unit needed a new control board. The control board wasn't the problem with the system. On February **, 2014 we sent another technician. He diagnosed that the inducer motor was bad. That is what was wrong with the unit. The new inducer motor went bad and we went back at n/c and had to replace the new motor at N/C. Everything the customer was billed was credited back. When [redacted] spoke with [redacted] I told him I will charge him what we paid for the motor. That is the only bill the customer is expected to pay and he is refusing. Once we replaced the 1st motor that went bad they had no more problems.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that mt complaint has NOT been resolved because:

[Your Answer Here]They refuse to accept the facts and sequence of events.The only reason the first installed motor started was due to enough .air getting into the combustion chamber and exhust vent during the replacement.When the motor started,it produced fumes which the technician told my wife would were due to start up and would stop,but shortly after he left,the motor stopped and would not restart,and the same pressure valve warning light was blinking again.My wife called again and a different technician arrived and knew exactly what the problem was-snow blocking the exhust vent.After clearing the snow out of the blocked vent,the motor was able to start.He said that he had been to a number of homes with the same problem and that my wife should call and have my original motor checked because there was probably nothing wrong with it-just snow blocking the vent.However,upon calling the next day, and speaking to [redacted] the [redacted],he said he would look into the matter.But,my motor could not be found to be tested.The simplification and ignoring of the sequence of the facts in the reply is typical of how this matter has been handled.The motor not satisfactory replaced from Feb.*,2014-May **,2014 and credit not issued until May **,2014,although full payment was taken from my existing account onFeb**,2014.Although one incident has nothing to due with another,this is the third time that my parts have disappeared by this company.The first time was in 12/[redacted]/2008 when an ignitor was replaced on my water heater,but blew out the next day because they did not clean out the combustion chamber of debrie from the damaged ignitor.I replaced it with my own ignitor after cleaning out the chamber,and was told that they would get me a new ignitor under the warranty.However,after calling me that the part was in,I went to the [redacted] office to pick it up,but it could not be found.The second incident occurred in July 2013.I had just replaced a circulator but found that it was not powerfull enough.I called Bottini to install a larger circulator.However,the tech took my perfectly good circulator back with him.I called the next day for the return of my circulator,but it disappeared and could not be found.Now ,back to the third incident and the reason for my complaint#[redacted],the loss of my motor and the lack of compensation for the inconvenience and incompetence in how this matter has been handled,and for how I have been stonewalled by [redacted] from going over his head to speak to one of the [redacted]s and possibly resolve something. Furthermore, Bottini has not contacted me in regard to this complaint. Thank you for your consideration.

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Sincerely,

Business

Response:

Clearing the snow from the exhaust started the motor temporarily. We still had to go back to replace the motor. No matter what the motor needed to be replaced. Removing the snow from any vent is a temporary fix. Bottini Fuel charged the customer what we paid for the part and no labor which was more than fair. Bottini Fuel also credited back prior work to this customer and [redacted] agreed to pay the cost of the motor. Our technicians do not keep used parts on our trucks. The customer was credited back $648.10. When I spoke on the phone with the customer about the credits and the cost of the motor he agreed. If he felt that wasn't fair to him at that than he should of told me. This matter has been handled in the most professional manner. I will reiterate when I answered the last complaint. Our technicians are trained to not leave parts that aren't working in a customer's home. If the customer wants the parts than they need to tell the Bottini representative when they call in for a service call. If we left used parts in all of our customer's homes we would receive multiple complaints.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

no it is not resolved

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Sincerely,

Review: Bottini Fuel company is charging me for a service that I never ordered. We called our landlord to report what we thought was a problem with our oil heater in August of 2014. There had been problems with the oil heater in the past, so we assumed it was the same issue. Our landlord, [redacted], called Bottini to service the heater. When the Bottini service van arrived, the workman determined that we were out of oil and automatically filled our tank with 10 gallons of oil. We have paid for the oil, but are disputing the $147.75 charge for "Service and parts." Bottini does not apply such charges if the customer already has an existing account, which we did, and furthermore, they never asked us if we wanted the 10 gallons, "emergency delivery," nor disclosed that there would be a $100 service charge for the delivery since it was a Sunday. Had we been asked if we wanted that service, we would have declined, and waited until the next business day to make sure our account was in order and to avoid the charge which incurred, again without our consent or prior knowledge. Again, we have paid for the actual oil, but are disputing their bogus service charge which we could have declined.Desired Settlement: Bottini ceases and desists from any further attempt to collect their trumped up and bogus charges, or to penalize us for such service charges, which we did not order, nor which did they make transparent. Furthermore, [redacted] on January **, 2015, agreed on a phone call to cease and desist further collections actions until the matter was resolved. They did not and have moved my account to collections.

Business

Response:

I have reviewed the complaint from [redacted]. The customer called in for no hot water and it was determined to be out of oil due to no fault of Bottini Fuel. The customer was not on automatic delivery which means the responsibility of filling the tank is the customer's. The call came in after hours which is an overtime rate per hour of $147.75 plus tax and the fuel. I have attached a copy of the original invoice. The charge for this service was correct. Bottini Fuel will agree to lower to a straight hour charge of $98.50 plus tax and will agree to give back the finance charge provided the bill is paid by 7/**/2015. If there is anything else I can help you with please let me know. [redacted] ###-###-####

BUYER BEWARE!!!! [redacted] AKA BOTTINI FUEL was hired to install a new furnace and chimney liner in my home. They got paid in full and I got paid back with a SOOT PUFF-BACK and ongoing health issues for my family. Instead of apologizing and paying for the clean up right away, they have further rewarded me with nothing but the run-around.
BOTTINI refused to provide me with their insurance information, even when requested in writing by an attorney. I finally tracked the information down through the town, who informed me that BOTTINI NEVER pulled the permits for the job.Still trying to get BOTTINI to fess up and properly compensate us for their MESS-up! If you have had a similar experience with BOTTINI, please add your comments.Please add comments ONLY if you have had similar problems with BOTTINI.

Review: I was a Bottini customer from 2002 to 2005. In 2004 my Burnham boiler was leaking, and Bottini replaced the boiler for me since it was still in warranty. I paid for installation. This March 2014, the boiler block was cracked again. I had the boiler inspected by my current oil company (not Bottini) and they informed me that the installation that was done in 2004 was not up to code. It is missing the (1) Mixing Vale, and (2) Low water cut-off & Backflow Preventer. They have indicated also that the low water cut off could have saved the boiler since it prevents the boiler from operating if the water level is too low and hence the boiler block walls do not get too dry and eventually crack more easily.

I contacted Bottini and requested to talk to the [redacted] an individual in the name of [redacted]. He was extremely rude, and he refused to give me any information on why they have not followed the code. He claimed that the code was only applied in my county in 2007!! at some point he claimed that the service call was just to swap the blocks and that does not include anything else (so if the rest of the system blows up, then its fine and I should be happy hey swapped the blocks!!). I asked for his name at the end of the conversation, he refused to give me a name. He started yelling and was extremely unprofessional and rude. I asked him, if he had said anything that could be considered illegal, and that is why he is refusing to give me his name. He started yelling more. I excused myself, and tried to call the company again to speak with his superiors. I was told that someone will get back to me, but I never got a response.Desired Settlement: I would like Bottini, to:

1) Apologize for their employee rudeness and total lack of customer centered mentality

2) Pay the total amount of repairs needed to fix the boiler and the installation of the devices adhere to the code as it should have been done originally during the time they installed my current boiler (estimated at $3,250.00)

Business

Response:

Bottini Fuel replaced this customers boiler block back on February **, 2005. Bottini Fuel did not install the original Burnham boiler. Bottini Fuel actually found the boiler cracked on June **, 2004 and the customer waited until February **,2005 to replace the cracked block. When we called this customer back on October *, 2004 to see what he would like to do with his cracked boiler. He told our representative at the time that he was offered a free service contract from Heat USA as long as he purchased oil from them. We cover any an all Manufacturer warranty's for our customer's convenience.

Bottini Fuel only charged this customer $500.00 for labor. The block was no charge seeing the block was under warranty. In the past this Burnham series boilers have cracked. The crack was on the 2nd or 3rd section just below the clean out plates. If his current oil company calls Burnham they will probably pro-rate the block that is at the home now. I spoke with technical support from Burnham and they told me that their hot water boilers now come with a low water cut off. Burnham didn't start adding the low water cut offs to their boilers until after 2012. To contact Burnham technical support [redacted].

In reference to [redacted] complaint, the mixing valve is part of the domestic water which would not make the boiler crack. The low water cut off was not code until 2010. Most manufacturer specs to add low water cut off to hot water boilers started in 2012. Steam boilers have always had low water cut offs installed from the manufacturer. This boiler is not a steam boiler.

Bottini Fuel has not serviced this unit since 2005. [redacted] hasn't called Bottini Fuel for any type of service since the Burnham boiler block was replaced in 2005. This customer terminated his account on January**, 2006 at 2:04pm with our Customer Service Representative [redacted]. The next time we heard from [redacted] was on April **, 2014 at 12:14pm, when he was looking for someone to pay $3,200.00 for a new boiler. When I tried to explain to this customer that the boiler wasn't installed incorrectly. If the customers current fuel company is telling him Bottini Fuel installed the block incorrectly, why did it take them over 8 years to tell him this now.

Bottini Fuel would not hesitate to have Bottini representative meet [redacted] and his current oil company at his home where the current Burnham boiler is cracked. To show them that installing a low water cut off in 2005 wasn't code and that the installation of the block back in 2005 was installed correctly.

Bottini Fuel has 50,000 customers and we are very customer oriented.

if you have any further questions, you can contact [redacted] - [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The response by the business is full of false information:

1) The only company servicing that boiler since I resided in that house in July 2002 is Bottinni fuel. I had No other contracts with anyone else, nor did I recall delaying the repair, unless I was adviced by the service guys as such.

2) When I called the the service department on 4/**/2014, I never asked them to pay anything. My call was only to gather information on what they did and why they did not follow the code. I have not mentioned at any time, the figure $3200 that he is talking about.

3) The [redacted] called [redacted], refused to give me his last name, and was very rude when I asked for his name.

It is obvious that the false information that the company representitive is providing and the way he is addressing the complaint and not even spelling my name correctly is a show of indefferent and uprofessional attitude.

I was a customer with Bottinni and I left them because I was not happy with their service shortly after they installed the boiler in 2004/5.

I am still demanding an apology letter from the company and a $3200 dollar compensation for the repairs of the boiler.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Again..

The response includes false information.

1) When I spoke with the [redacted] who was both rude and unprofessional, I did not ask for any compensation. I was collecting facts. I have indicated that at the beginning of my conversation with this person. I would like them to produce a recording of that conversation to uncover the rudeness of the [redacted], and the total false account they are providing of me asking for compensation.

2) I have checked with technicians from [redacted].. and have

reviewed the NY Mechanical codes [redacted]

3) The [redacted] stated in the phone conversation that in Ulster County, these codes were not enforced until 2008. Upon calling the [redacted] Town Office, I was told that all NY state codes are enforced in the same way as the code states and at the same times the codes are enforced.

4) The person, said to be the [redacted] might have mentioned his name at the beginning of the phone conversation. However, I did not get his name or heard it. At the end of our conversation, I requested to get his name, and he plainly "refused", and mocked me that I did not get it, "how could you forget that, I mentioned it when I first spoke to you", he yelled rudely. After refusing to give me his name, I asked him if he has told me anything that is not legal, and this is why he does not want to give his name, he then starting threatining and yelling. I am an [redacted] and an [redacted], engaging in a professional conversation with a service provider, the level of conversation and attitude he exhibited is well below anything anybody could tolerate.

The facts are:

1) The [redacted] acted in a rude and unprofessional manner. Please produce the recording for the phone conversation for the time and date indicated.

2) The person, said to be the [redacted] whom I spoke with has clearly given wrong account about the

contents of that phone conversation as I did not ask for a compensation or even mention or hint at that. I was only collecting facts on what they have done when they replaced the boiler or the block.

3) I did terminate my contract with the business 11 month after the installation for the same reason I am complaining today; unprofessional attitude.

4) After their installation, and for the following 11 months, there was no any need to have the boiler serviced. I only did annual tune-ups.

5) The Low water cut off valve maintains a minimum safe water level in the boiler and hence would decrease dramatically the chances of the sectional blocks getting too dry which leads to cracking.

My demands are unaltered:

1) A formal apology from Bottinni

2) A compensation for the damages to the boiler incurred as a result of not following the code.

The cost for the sectional block is $1,200. The cost of installation amounts to about $2,000.00 (Quote available upon request). If they typically insall it at a lower rate, I would take that into consideration.

Thank you,

Sincerely,

Business

Response:

[redacted] said he researched when teh code was enforced to install a low water cut off was in 2008. Bottini Fuel installed the boiler block in 2005. It was 3 years before the code was enforced.

[redacted] became a Bottini Fuel customer on June **, 2002. Bottini Fuel never performed an annual cleaning on [redacted]'s Burnham boiler. Bottini Fuel was at his home 5 times in the 4 years he was a customer. Not one of those calls were for an annual tune up. Our first service call at his rental was for no heat 1 zone back on January **, 2004. When [redacted] terminated his account 11 months after the installation of the block he states in his statement due to the rudeness of Bottini Fuel. Then he states he had no problems after his installation except for annual cleanings. Which [redacted] never called Bottini Fuel for an annual cleaning at his rental property for the 4 years he was a customer of Bottini Fuel.

Bottini Fuel would give this person a price to repalce teh block. If teh cost of the block is $1,200.00 + tax. Bottini Fuel charges $1,250.00 + tax to replace the block.Bottini Fuel also has very competitive prices for oil. Bottini Fuel currently has 50,000 customer's.

Bottini fuel responded to my call very promptly.The technician was very courteous and knowledgeable.

With this company for 38 years and they have always treated me professionally.

Never have a problem, they are all always so helpful when I need help at the office in Wappinger Falls.

Review: I was currently doing business with Bottini Fuel. As per my well kept records I have paid all that I owe with fuel deliveries and the $150.00 cap fee they charge. I have decided to close my account with them as I have had numerous issues with the fuel deliverers. I had brought all of this to the attention of the office. I have decided to go with another fuel company for the future. Based on what I had delivered(fuel for the winter season of 2014/2015, including their cap fee of $150.00 to cap fuel at a certain price) I have paid all that I owe to them. They are now trying to tack on another $15.00 for which I have been given no indication what this is for. I am tired of getting bills indicating I still owe them $15.00 when based on what I used in fuel and what I have pd to them..my account is paid up in full. It is starting to turn to harasement where I have turned off my phone completely. I want my account to reflect that I have paid all that I owe to them for fuel and no other money is due to them. My Acct # is [redacted].I want this to be resolved and to reflect a 0 balance which is what it should be and not to be constantly harassed that I owe them more money. They are adding a fraudulent charge to my account in the hopes to get more money out of me when no other money is due.Desired Settlement: I want this $15.00 taken off of my account as according to all I have pd and what fuel was delivered, my balance is 0 and I owe them nothing. They are gouging me for more money.

Business

Response:

Attached is an accounting of [redacted]s account which shows the balance of $15.00 is owed. After the 2013/2014 heating season the customer had a balance and chose to go on a budget for the 2014/2015 heating season which spreads payments out over the season. The budget was to go from August to June at $179.00 per month and the remaining balance and service plan were being paid outside the budget plan. As you can see the only items billed to the customer were the service plan, cap cost and oil deliveries. A budget payment is based on previous use and is an estimate because no one knows what winter will bring. The budget was figured out at follows 600 gallons at $3.699 minus the $400.00 credit plus the $150.00 cap cost divided by 11 to equal 11 payments of $179.00. The customer was budgeted for 600 gallons and used 721.3 gallons since the budget started in August. As you can see by the transaction report the customer made payments of various amounts. [redacted] chose a cap plan which allowed her price per gallon of fuel to drop in the event prices dropped, which they did, this helped cover the overage of 121.3 gallons but there is still a balance of $15.00 owed.We certainly have no issue working with [redacted] but as you can see we have not billed the customer for anything other then what they used. We appreciate [redacted]s past business but mother nature affected us all with this past winter being very cold. If there are any other questions or concerns please contact me. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I dont owe them anything. When I spoke to [redacted] in the [redacted] office.. he informed me that I did NOT owe that $15.00 and he would remove it. I find it very disturbing that a large company such as Bottini has nothing better to do than go after former customers for a mere pitance. I have paid all that I owe to them and I refuse to pay this as I was told I didnt owe it and 0it would be removed. Disgraceful that a company is so hell bent on a mere $15.00 when again I was told by Mr. Proper that I didnt owe it and he would adjust my account. I have pd them almost $3000.00 for this past season and feel this is just another way for them to gouge people. It is disgraceful! Last season they were tacking on late fees when again I had made arrengements with the [redacted] office and those charges were also removed. Bottini is a very disgraceful company and should be ashamed of themselves for what they are doing.Again I refuse to pay this and I want this removed as [redacted] told me it would be and my account closed.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

As previously stated we have no problem working with [redacted] but as the transaction report shows payments were not made based on the budget and more gallons were used due to the cold winter. Bottini Fuel gave [redacted] excellent service and saved her money which is why she does not owe the budget payments she missed or for the extra gallons. I am sorry she feels she was wronged, but the information shows that it is a legitimate balance. We will of course credit the balance, but I am sure if we owed [redacted] $15.00 she would want it back.