Marshall Home Comfort

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:once again we are back to double talk This is how they run their business I want my money refunded to me in the same fashion it was paid to themA CHECK,A REFUND IN FULL! Social media is a huge tool for consumers to voice their discrepancies about horrific business practices, to warn potential customers of extremely bad businesses and the bullying of customers I am owed a refund and I want it in a check As I have written before I want my refund and I never ever want to deal with this company again I have dealt with them only in oil delivery, no service calls, no oil burner cleanings,nothing additional because I have always found them to be shady!! No one should have to deal with a company like this! Regards, [redacted]

I have agreed to speak with Mrs [redacted] to see if we can find middle ground, and have not heard backMuch the same way the [redacted] 's have participated in the program for years, and appreciated being enrolled ONLY AFTER we received their payment confirming enrollment in the programThis was clearly stated on the documents, and I can provide additional supporting documents in addition to what was provided to the Revdex.comWe have had thousands of customers participate in this program all with great appreciation for the program, as it is our most popular home heating money saving program, as have the [redacted] 's for many years For convenience for our clients, on the paper work we send with the new payment amount, we state the terms and conditionsIt states that you make your payment of the new amount, you agree to the terms and conditions which were providedWe have to secure the oil for the whole year for the customer's in this program, we have to purchase in a way that the price is protected, which has associated great expense, at time of agreementWe then make the plan active once we receive the first payment in the new amount and purchase the oil to honor the plan under the terms and conditionsWe are absolutely looking to honoring our side of the agreement as we always have, and we were awaiting instructions on where to deliver the oil that was already purchasedWe were even looking to work with the [redacted] 's and end the agreement after the oil that has already been paid for was received, even though it was a year long commitment

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:Using the township inspector is just another excuse that Glenn uses to cover up his poor installation.At no point in time did Glenn ever mention that his warranty had expired nor did he ever call me back to note this accordingly.Glenn's constant excuse of other contractors conducting work is just plain out poor When remodeling is conducted at any job site there are always multiple contractors involved to complete different tasks What Glenn fails to realize is that they started a job in February of and never finished the job until June of 2015, again, just poor management by Gleenn and Marshall plumbing I am not sure how he is confident of his work when he was never onsite to inspect his work What Glenn also fails to note is that we had a General Contractor fix floor beams that his guys broke, fortunately Marshall did pay for this.As for the attachment "***", we never saw this document plus you will notice that my signature is not on this sheet Glenn's response to this is that he did this "free of charge" and that he was never responsible for this Again, he will say that our GC was going to conduct this work Again, all poor communication between Glenn and his people that were working at our place.I just find Marshall and Glenn D*** a poor representation of a local business supporting local people and their local business'.Regards,
*** ***

Mr and Mrs *** have participated in, and saved alot of money being a participant in the smart buy program for yearsThis program is based upon a monthly payment, which provides them a specified amount of oil at the lower
price of our market price or the ceiling priceThe paper work for the new program, goes out in May, and the paper states, your payment indicates you have read and agree to the termsThis has been renewed by the ***’s timesThis program generates alot of upfront cost for Marshall Services, as the oil has to be bought in a way that protects the price whether it rises or falls, and it is only recovered by the completed payment of the entire program over monthsWe were counted on for years to honor our agreement to provide oil at the lower price, even when the price was way above the ceiling and we could have charged a lot moreIn terms and restrictions, the program ends on april or when all of the gallons are deliveredThey have agreed to be in the program, up to the specified gallons, which we had purchased to cover their requested gallonsWe were willing to let them out of their commitment early, and for less gallons, and all we asked was to be able to deliver the gallons they have already paid for to minimize our lossesThis only represents a portion of what was agreed toWe can't give the oil that we purchased for them back to our suppliers, and we do incur a cost of trying to resell their oilThe reason we provide this program is because our customers, like the ***’s have had alot of success in saving $1000's of dollars over the past years of this program being available, and it's our most popular plan. We requested they honor their commitment, the same way we would always honor our commitment to not end the program early when it would be advantageous to usProvided are documents of proof as to the years of participation, the introduction letter enrolling this year's program very similar to the program from years past, the initial terms, and the payments to confirm enrollment in the program

I have agreed to speak with Mrs [redacted] to see if we can find middle ground, and have not heard back. Much the same way the [redacted]'s have participated in the program for 8 years,  and appreciated being enrolled ONLY AFTER we received their payment confirming enrollment in the program. This was clearly stated on the documents, and I can provide additional supporting documents in addition to what was provided to the Revdex.com. We have had thousands of customers participate in this program all with great appreciation for the program, as it is our most popular home heating money saving program, as have the [redacted]'s for many years.  For convenience for our clients, on the paper work we send with the new payment amount, we state the terms and conditions. It states that you make your payment of the new amount, you agree to the terms and conditions which were provided. We have to secure the oil for the whole year for the customer's in this program, we have to purchase in a way that the price is protected, which has associated great expense, at time of agreement. We then make the plan active once we receive the first payment in the new amount and purchase the oil to honor the plan under the terms and conditions. We are absolutely looking to honoring our side of the agreement as we always have, and we were awaiting instructions on where to deliver the oil that was already purchased. We were even looking to work with the [redacted]'s and end the agreement after the oil that has already been paid for was received, even though it was a year long commitment.

Mr and Mrs [redacted] have participated in, and saved alot of money being a participant in the smart buy program for 9 years. This program is based upon a monthly payment, which provides them a specified amount of oil at the lower price of our market price or the ceiling price. The paper work for the...

new program, goes out in May, and the paper states, your payment indicates you have read and agree to the terms. This has been renewed by the [redacted]’s 8 times. This program generates alot of upfront cost for Marshall Services, as the oil has to be bought in a way that protects the price whether it rises or falls, and it is only recovered by the completed payment of the entire program over 12 months. We were counted on for 9 years to honor our agreement to provide oil at the lower price, even when the price was way above the ceiling and we could have charged a lot more. In terms and restrictions, the program ends on april 30 or when all of the gallons are delivered. They have agreed to be in the program, up to the specified gallons, which we had purchased to cover their requested gallons. We were willing to let them out of their commitment early, and for less gallons, and all we asked was to be able to deliver the gallons they have already paid for to minimize our losses. This only represents a portion of what was agreed to. We can't give the oil that we purchased for them back to our suppliers, and we do incur a cost of trying to resell their oil. The reason we provide this program is because our customers, like the [redacted]’s  have had alot of success in saving $1000's of dollars over the past 20 years of this program being available, and it's our most popular plan. We requested they honor their commitment, the same way we would always honor our commitment to not end the program early when it would be advantageous to us. Provided are documents of proof as to the 9 years of participation, the introduction letter enrolling this year's program very similar to the program from years past, the initial terms, and the payments to confirm enrollment in the program.

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:once again we are back to double talk.  This is how they run their business.  I want my money refunded to me in the same fashion it was paid to them. A CHECK,A REFUND IN FULL!  Social media is a huge tool for consumers to voice their discrepancies about horrific business practices, to warn potential customers of extremely bad businesses and the bullying of customers.  I am owed a refund and I want it in a check.  As I have written before I want my refund and I never ever want to deal with this company again.  I have dealt with them only in oil delivery, no service calls, no oil burner cleanings,nothing additional because I have always found them to be shady!!  No one should have to deal with a company like this!
Regards,
[redacted]

We have been in contact with [redacted]. Before this complaint was filed, we had actually corrected all the issues, and went as far as to do additional work to make up for the inconvenience [redacted] had. We have also agreed to send an expert back to his home, to ensure the unit is still working...

100% properly. If [redacted] agrees, that he is satisfied with the outcome of everything, I told him I would provide him additional things such as coming back after 1 year and doing a precision maintenance to ensure the unit is still performing at it's peak, and others. In return he mentioned this would satisfy him and he would agree to withdraw all the negative things that were said about Marshall and consider this complaint resolved.

Review: I called the company and talked to them about delivery of heating oil. They said they could deliver today or tomorrow. I thought they sounded like a good company so I set up delivery and provided my credit card information. I called some other companies and found I could get the oil for less. I called back Marshall to see if they would match the cost other company would give me. They gave me a song and dance about how they don't just offer oil and that you could drive to their facility to see the oil...anyway I told them I needed to save money and needed to cancel the transaction. This was within a half hour of the initial call. The person on the phone's name was [redacted]. She told me she could not refund my money. She said [redacted] doesn't refund your money. I explained that with [redacted], you have already been provided the service when you are billed. You have not provided any product or service to me. I am cancelling it and want my money refunded. She then said you cannot buy groceries and get them refunded, to which I disputed and told her I certainly could return and get my money refunded if the product I purchased from a grocery store was defective in some way. She then told me she was not authorized to give refunds. I asked to speak to her boss, which she told me was not in the office. I called my bank to see what could be done and was told I could dispute the transaction if no product was delivered. I then received a call back from Marshall who told me that they have a recording of the phone conversation that I agreed to purchase the oil. The oil was waiting for me when I decided to have it delivered. I told them I wanted them to refund my money and asked to speak to the owner, she told me he would not be back till next week. I am stuck now because I do not have money to pay the other, less expensive company for oil and have to have oil delivered.Desired Settlement: I want the money they took out of my account refunded ASAP as they have not provided any product to me.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I will not be using their services in the future.

Regards,