Manor Fuel

I have been one of their customers for the last year and a half. They have been INCREDIBLE, knowledgeable, punctual and friendly. The tech's have been perfectionists at their job in my home and their receptionist, Evelyn has been nothing less than professional and helpful with scheduling appointments and billing. I would recommend this company highly.
Thank you,
[redacted].

Review: I had called Manor Fuel about 10 days ago as I had received a bill. but had not received any paperwork regarding the service contract, balanced budget, direct billing, etc. I asked for the information including a copy of the contract. I also asked about the yearly cleaning/ servicing. I was told that cant be done for months but the info would be sent. To date nothing has been received from Manor Fuel except another invoice. I reviewed the tag on the boiler and saw that Manor last serviced the unit on April 2014. I called On Friday 10/**/15 and said that unit has not been serviced in a year and a half and that in the heating area there is a smell of smoke and I can see residual smoke on the outside of the heating system and exhaust area. I was told that they can send someone out but servicing the unit and cleaning would not be done until at least January ** 2016. I explained that I have been a customer for 20 years of Manor Fuel starting in 1995. Servicing of the unit had generally been done at the start of the heating season which my records indicate from 1995 through 2011. It was not until 2013 that service was done at the end and last time it was serviced was April 2014. I was told by the representative that that was my fault for not calling in earlier and that 20 years doesn't count for anything. I find that the lack of service is why I'm now getting the smoke smell and residue outside the heating system. The lack of service may lead into a puff back and I will certainly hold Manor responsible for it damages as it has failed to service the unit yearly. I asked to speak with a manager that basic service cant be done for 3 months is not acceptable. I received no call back.Desired Settlement: Unit needs to be fully serviced and cleaned so that it operates properly. I also need a full copy of contract and paperwork I had requested.

Business

Response:

The customer called us on 10/**/2015 and requested a maintenance on the boiler that is generally performed once a year. Due to the nature of our business we ask that these appointments are scheduled and performed during specific times of the year (spring and summer). The customer has been advised of this on several occasions over the course of several years. He was initially offered and scheduled for this service according to our availability and current scheduling. At no time during that initial conversation were we advised that the customer was smelling smoke, as we take that very seriously. The customer then called back on 10/**/2015 to advise that he needed the appointment sooner. It was at this time the customer advise that he was also having issues with his heating system. Service was offered for the same day in which the customer declined, despite our recommendation to address this situation ASAP. The customer opted for an appoi ntment on 11/*/2015 instead in which the heating unit was serviced. The copy of the service agreement will be sent again as per the customers request. It is our opinion that this complaint was resolved since the heating unit was indeed serviced as per the customers request on 11/*/2015.

Consumer

Response:

I

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:I find the statement that I was told about earlier servicing by Manor for years an absolute lie. I'm very disappointed in this company after being s loyal customer for 20 years. I still have not received the paperwork regarding the contract after several requests

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

Sincerely,

Business

Response:

During the heating season it is difficult to schedule tune ups because emergency service calls take precedence do to there nature of importance and tune ups can get cancelled. We will be rescheduling the tune up for next year into the summer months so we have no scheduling issues. Mr. Dammers is correct that we did not communicate to him that scheduling should be done in the spring and summer months previously since we have always been able to accommodate his appointments. I have emailed and sent by mail a copy of our service contract to [redacted]. I have also told [redacted] to contact me directly with any issues he may have in the future.

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: Recently I have had the task of having to assist my 94 year old aunt transition into an assisted living residence. As a result her home had to be sold to pay for her care. She has lived in [redacted] since the 1960’s and desired to stay in the area. I however live in NC which does add a little to the complexity of things.

Once we found a buyer they wanted the old fuel oil tank abandoned and a new tank placed inside the basement before the closing on the home. My aunt had been a loyal customer of Manor Fuel for many years so I felt it natural to ask them if they would be interested in doing the job. When asked I was told they could accomplish said task within a couple weeks after all of the appropriate paper work was filed, contract signed, deposit paid etc. I complied with all that they requested and express mailed all of the necessary documents to keep the pace moving.

As I followed the process remotely I should have been alarmed when the documents that I sent to Manor Fuel sat on someone’s desk at Manor for over a week before permitting office received it. After further investigation I learned that Manor itself does not hold a license to do this work but they subcontract out to a company called [redacted] who is licensed.

The new tanks were installed with some but not too over burdensome delay. It was the abandonment process that took in excess of two months to finally get done. Every time it was scheduled there would be some excuse as to why they could not complete the work. I was understanding until at the two month mark I put my foot down and threatened to fire them and hire another individual to complete the work. It was at THAT time that they said sand rather than foam could be used and could be completed within a couple days. Once completed a building inspector would have to be out to review the work done and a certificate of completion would have to be issued. This was a task that Manor Fuel was to complete. They did not act on this after several days. Due to the nature of the situation my attorney in the area walked the process through to get the documentation needed. After the documents were in hand an associate with Manor Fuel called to inform me that the work was done and an inspection would need to be scheduled. I informed him that my attorney scheduled the inspection and it was already done since no action was being taken by his company.

Due to the two month added delay, two months of property taxes and utilities on the property had to be paid by my aunt as the home sat unoccupied. There were also added expenses from the attorney that had to personally walk through items that Manor should have been doing. The total added expense came to over $3300. I talked with Manor and politely explained the situation asking what could be done given the circumstances. I spoke with Felecia and she asked me to forward the email from my attorney outlining what he informed me. I heard nothing back and after several emails and phone calls never returned I called one last time. Then I receive an email stating that no consideration would be made given the added expense that they created.

I am a firm believer in paying ones bills in a timely fashion and have done so all my life. I also am a firm believer in reasonable people can work reasonably together to form an amicable solution to a problem. To me this is not reasonable and not work performed in a “workman like manner” as outlined in the signed contract. The total cost of the job was $6500 and a deposit of $3200 was paid upon signing of the contract. The balance is due. After the lack of consideration of the added expense put on my aunt I come to you, Revdex.com, to help ensure that others are not put through the wringer by this company. The service received was sub-par.Desired Settlement: I would be willing to meet them half way on the balance due.

Business

Response:

We have been recently contracted by [redacted] in order to "abandon" the oil tank on his aunts property. We informed [redacted] that within the town of [redacted], tank abandonments require town permits and a special license to perform this task. We recognized that at the time of contract [redacted] was attempting to fill out Permit Requests and Power of Attorney information by mail from a different state and accommodated Mr. B[redacted] accordingly. At no point was [redacted] promised a special time frame due to the nature of the task requested. He was in fact informed on several occasions from Manor and the contractors the approximate time frame and the particular practices used that are required to finish this task. Once completed, it is the towns responsibility to come to the home and inspect the work performed and close the permit. We still stand by the knowledge that we here at Manor, have done nothing wrong. However, we recogni ze that the time frame that we required caused you a level of inconvenience and in good faith we are offering a partial settlement of $1000.00. This amount is equivalent to the amount paid in order to have the tank abandoned.

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. Please have Manor Fuel make the $1000 check payable to [redacted] as I have already paid the balance in full. I will consider the matter resolved upon receipt of the $1000 refund. Thank you Revdex.com for your assistance.

Sincerely,