Fuel Services, Inc.

I've loved this company for three years now I get my oil exclusively through them Recently I decided to use them for service as well I made an appointment They said "okay sir you are scheduled for 12-3" I jumped through hoops to take time off of work lost money to be home for this cleaning Then at 2:I call to make sure everything was okay They inform me that they left a message on the wrong number to inform me that they had to reschedule because they couldn't handle their scheduled appointments and emergency calls I was expected to be okay with them losing money No attempts to compensate my lost time / money only a flimsy sorry and rescheduled appointment for the following week requiring me to take more time off and lose more money Never was I told that this could happen They did not ask to verify my contact information and when I was upset they could only tell me that they understood and that I had to understand if I was an emergency call I wouldn't want to wait because someone was scheduled

Was charged for repeat service to fix the same problem.

In January 2015 they installed furnace and water heater and they have not provided us w/a receipt with brand and model yet. It's needed for rebates. In January 2015 we hired their company to provide us with a brand new furnace and water heater, it's been 8 months and several calls and emails requesting an invoice with the brand and model of the water heater included, so far only the furnace information is there. We need this information on the invoice to be able to get our energy rebate from the state.Desired SettlementWe need the company to provide us with the detailed invoice. At this point they should also refund a portion as a courtesy for all the headaches they've caused and their lack of professionalism.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@fuelservices.bizEmails and information, as well as extra help with letters we sent to the housing authority to help this customer w/complaints from his tenants have been going since this installation. Mr [redacted] first request for a copy of the invoice was emailed to [redacted] on march 24th at 9:32pm. stating he wanted info for rebates. [redacted] responded the next day. then on [redacted] 20th at 4pm, (rebates take approx.6i-8 weeks.customer emailed [redacted] stating gas networks was requesting a model# on the 21st at 3:15 [redacted] responded saying he will have to him by the next week (as he was out of the office till then) but that he did not believe there WAS a rebate on that.[redacted] requested more info from the customer so that he may help him, customer did NOT respond or call us with the info needed. the next contact from customer was on Wed aug 12th at 9:27 am asking for another invoice and [redacted] sent the invoice on fri. aug 14th at 2:46 pm. There are many more emails/correspondence between this customer and [redacted] prior to those I have just listed. I am happy to supply the copies of ALL emails upon request. I can also supply copies of account transactions if needed. The customer does have all the info that was requested. We are happy to help all of our customers and take great pride in our customer service.

Fuel Services does not send invoices, but instead sends past due notices with finance charges before notifying us of any propane services. I've had multiple frustrations with Fuel Services, including horrible customer service, not receiving invoices (even after countless requests), and being charged with finance fees. Within their online portal I signed up to receive both email and mailed invoices, but still do not receive either (have been signed up for both delivery methods since [redacted] Phoned customer service about missing invoices and their response was "sometimes they don't make it out, but that they would talk to the A/R person." That was almost a year ago and I'm still not receiving invoices! I'm sorry, but I'm not paying finance charges for invoices I have never seen! Their A/R dept. needs to pull it together.Account number is XXXXXOriginally I paid by check, but because of all the finance charges I created an online account so I could randomly check for new charges and then started paying by debit card. The amount of finance charges billed last year was only [redacted] but I am done with them continuing to charge me extra when they do not send emails or mail invoices, and therefore alert me of new bills. Never have I had any issues with finance charges with any other company; all my accounts are in good standing. Fuel Services' A/R dept. is dysfunctional.Desired SettlementI would love Fuel Services to credit my account [redacted] and get their A/R Dept. in order and start sending me invoices!Business Response this customer has been set up and received both email and mailed invoices since the date requested ([redacted] 2014)when these are sent out our system automatically posts in the note section that it has been sent. (i can supply copies if needed)I tried to contact [redacted] (whos acct this is) to verify his email address is correct however have not heard back from him as of yet. it is his gmail address that is listed on the acct and where they are being sent.the customer is the one that gives us the email address to send to. (this acct is not in [redacted] name) their payment terms are set up to be paid in 30 days, and are being paid every few months, which is why finance charges will come up. I have credited the finance charges for this customer but in order for them not to be added to the account, it needs to be paid within their credit terms, or unfortunately this will continue to happen. They are also a "metered" account, so there are no deliveries made to them, their meters get read once a month and the bill goes out at that time (once a month) (for exa, like the gas or electric company) their bills always are sent the 1st week of the month as well. if you need futher information from me I am happy to supply at your request.

In January 2015 they installed furnace and water heater and they have not provided us w/a receipt with brand and model yet. It's needed for rebates. In January 2015 we hired their company to provide us with a brand new furnace and water heater, it's been 8 months and several calls and emails requesting an invoice with the brand and model of the water heater included, so far only the furnace information is there. We need this information on the invoice to be able to get our energy rebate from the state.Desired SettlementWe need the company to provide us with the detailed invoice. At this point they should also refund a portion as a courtesy for all the headaches they've caused and their lack of professionalism.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@fuelservices.bizEmails and information, as well as extra help with letters we sent to the housing authority to help this customer w/complaints from his tenants have been going since this installation. Mr [redacted] first request for a copy of the invoice was emailed to [redacted] on march 24th at 9:32pm. stating he wanted info for rebates. [redacted] responded the next day. then on [redacted] 20th at 4pm, (rebates take approx.6i-8 weeks.customer emailed [redacted] stating gas networks was requesting a model# on the 21st at 3:15 [redacted] responded saying he will have to him by the next week (as he was out of the office till then) but that he did not believe there WAS a rebate on that.[redacted] requested more info from the customer so that he may help him, customer did NOT respond or call us with the info needed. the next contact from customer was on Wed aug 12th at 9:27 am asking for another invoice and [redacted] sent the invoice on fri. aug 14th at 2:46 pm. There are many more emails/correspondence between this customer and [redacted] prior to those I have just listed. I am happy to supply the copies of ALL emails upon request. I can also supply copies of account transactions if needed. The customer does have all the info that was requested. We are happy to help all of our customers and take great pride in our customer service.

Was told we would not be charged for service covered under warranty but were charged anyway. Company has failed to respond to request for regundWe had a service call in [redacted] 2014 to replace a broken thermocouple. On [redacted] our furnace shut off and the technician who came out to service it determined that the thermocouple was bad. We were charged [redacted] for the part and [redacted] for the service call. My spouse was home at the time of service and did not know we'd had the same part replaced 6 months prior, so she provided our bank card for payment. I spoke to a manager on [redacted] to dispute the charge because the company promises a 1-year warranty on parts. He said the part should have been covered and that he would waive the service charge as well. However, our bank card was charged on that same date. About 7-10 days ago I sent an email to the company via their website to inquire about the status of our refund. As of today [redacted] I have received no response.Desired SettlementI am requesting a refund of charges from [redacted] in the total amount of [redacted] directly to the bank card that Fuel Services used for these charges.Business Response the customer was never charged for the services in question. their account is set up as a "COD' acct, therefore the credit card was charged prior to going to their home and finding it was a warrantied part. The credit has been on their account since that day [redacted] they have since had another service call (unrelated) those charges were taken from the credit on their acct. the remaining credit owed to them (that is on their acct) is [redacted] and we have credited back to their credit card that was originally used. we are happy to do this for our customers, this was never requested of us.