Hiller's Fuel Oil

[redacted] first contacted me on 4-18 about his account via email. I contacted the email on the website and didn't reach the right person till April 21". He said in the email he works during business hours and he wanted a refund. it was hard to get in touch with him because of his schedule. We don't...

Just issue refunds to people from random emails we receive on Our website. We try to protect our customers. When we finally confirmed his identity, we issued a refund. We issue checks two times a month. That's the way we have done it for years and nobody has ever complained to my knowledge. responded to each email received for [redacted] in a timely fashion and explained how the refund policy worked. I never said we wouldn't refund him in fully 100%. stili do know why he wanted a refund in the first place. I am very upset with this whole thing considering the last email received he was satisfied and refunded. I don't feel We dig anything other thân provide helpful service to [redacted],Thank you,[redacted]

Review: Purchased a [redacted] burner unit model [redacted] on 9/21/2012, for $789..02 including tax I asked service man for Warranty and he stated he did not have it with him and that the office would mail it. On 9/18/13 I placed a call to Hillers as my furnace quit working. Service man came and cleaned and tuned up the furnace, replaced the pump screen and gasket and the oil filter at a cost of $129.36 including tax. On 12/19/13 furnace was not working and serviceman came and replaced the nozzle again at a cost of $103.03 including tax. On 1/14/14 again furnace was not running and I placed a call for service and asked to speak to the supervisor. The owners daughter came to the phone and I asked for a copy of the warranty information as the burner repairs should be under warranty, and that our furnace is not working again. This service call cost us $194.74 including tax for a [redacted] pump. I got on [redacted]'s website and looked up the warranty information for this burner and it states 60 months on parts. I am not asking for anything that I did not pay for but this is unacceptable service and I would like this company to stand by the warranty and not charge me for replacement parts for a burner unit that is under warranty. and reimburse me for the parts I already paid for.

Business

Response:

February 10, 2014On Sept 21, 2012, the customer purchased a Beckett Burner for a cost of $789.02 (including installation).One year later on Sept 18, 2013, we cleaned and serviced his furnace. His furnace had not stopped working, as he stated in his complaint. The total cost for the cleaning bill was $129.36. The cleaning bill included a new nozzle, oil filter, and pump screen in addition to the cleaning service that was performed.On Dec 19, 2013, the customer called for a service man to come look at his furnace, because it was not working. The nozzle had to be replaced again due to siudge build-up in his oil tank. The sludge build-up has nothing to do with the Beckett Burner that the customer purchased in Sept 2012.The customer called our office again on Jan 14, 2014 and stated that his furnace was not functioning properly. A new [redacted] Pump (Part # [redacted]) was installed. The customer was charged for this pump and the labor. We kindly reversed the charge for the pump and the customer paid for the labor. Our service work is not under warranty like the part is.At this point, the customer's account shows a balance due of $0. The work performed for the customer were valid problems and not related to the Beckett Burner that he purchased over a year ago.Therefore, we do not agree with the disputed amount of $249.18. We will not be issuing a refund and we consider this matter closed.Thank you.

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:I still have not received the warranty information, and request that information.

Regards,