Genesee Fuel & Heating Company Inc

I am sorry that the customer had a poor experienceWe always try to do what is right for our customersIn this case, our dispatcher was trying to get the customer the quickest solution and prevent an unnecessary and costly service callThe customer reached our on call dispatch around 10am this
morning with no heat, furnace not workingThe customer is on automatic delivery and the dispatcher found that the ticket was already out for delivery which means it would have been delivered today or Monday, had the customer not calledWith the cold temperatures and a smaller tank, the dispatcher made the correct decision that the tank might be empty so he rerouted the delivery truck to make the delivery first, then he would send a service tech if that was necessaryIf it turned out that the tank was empty and the furnace started, no tech would have been needed and no service charges would have been incurred (the customers contract does not cover overtime charges)The decision to send the oil truck first instead of a service tech is important because if the tech gets there and there is no oil, he cannot make the repair because the furnace will not run without oilAs it turned out, the tank did have plenty of oil so a service tech was dispatchedThe dispatcher in this case guessed incorrectly, but his intentions were according to protocol and in, what he thought was, the best interest for everyoneAs for not knowing about your service problem, due to the high volume of calls today, he likely spoke with several dozen customers between your first call and your second call and simply did not remember your situationWe are sorry for the inconvenience and appreciate the feedback you've givenI hope this explanation helps to understand our responseI appreciate your businessI understand the frustration of being in a cold house, which is why we try to make decisions in the best interest of all our customers Steven C President and OwnerSubmitted: 01/14/2017re

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

We are very sorry about the delay in getting the furnace repaired.  As of today, 4/17/17, the repair has been completed and we believe the customer is satisfied with the repair.  Quick, responsive and complete customer service is always our goal.  We admittedly struggled to get this...

repair complete in a timely matter and we apologize.  There were acouple factors that contributed to the delay.  First, due to the age of the furance the part needing repair was a special order part coming from the manufacturer.  Normally, we are able to stock all the needed repair parts either at our shop or at our local pars supplier.  However, this part was not available. Second, due to the exteneded cold weather in January and February our service technicians were booked well beyond normal working hours for many weeks in a row.  The majority of those hours were to respond to customers without heat.  While Ms. [redacted]'s furnace was not functioning correctly, it was providing heat, so her repair was categorized as second tier priority.  We do apologize for the inconvenience this caused.

We appreciate the quick response from this company. But it doesn't correct their miscommunications. In addition to my original complaint message, when the service man did finally show up, he did not call me (like I had told them to do several times). My neighbor luckily was there - and my neighbor called me to say someone was at my door! As it turns out, he was calling someone else - named Franchesca (no one that I know). Really just a mess and no point in trying to get them to "fix" anything because this is just how the company runs - very bad communication