SMO Energy

This compliant is being filed on behalf of my mother.
Bottom Line: My mother contacted SMO to replace the furnace at her childhood home, located in Glen Burnie, MD. The home was built in 1955 and was heated with fuel oil. The SMO salesman presented my mother, who is elderly, with an initial proposal for a *** Gas/Electric Residential Packaged Unit which he later learned had been discontinued. The salesman then produced a subsequent proposal for a different *** 14 Seer Packaged Gas/Electric Packaged Unit. The proposal included the heat pump, a touchscreen thermostat, a gas line to the cookstove and packaged unit, 10 years parts/1 year labor, removal and disposal of an AG oil tank. Through conversations with various SMO customer service reps, the salesman and installation manager, I’ve learned that (1) notes on this event were confusing and fragmented; (2) no one assessed the compatibility of the existing ductwork and the proposed heat pump, (3) no one seems to have assessed whether the existing power/breaker can handle the new equipment; (4) nothing has been stated about a possible discount/reimbursement relating to the disposal of a fuel oil tank which was full, and (5) no one could confirm whether Anne Arundel County inspection has occurred.
I have visited my grandparents’ home to see what was installed. I confirmed the touchscreen thermostat has not been installed. Since I am not an expert in this area, I am uncertain whether other equipment my mother has purchased has been installed. I am trying to help my elderly parents to make certain they have not been taken advantage of. Right now, I have an uneasy feeling.

Background.
Because my mother, who is elderly, believed the salesman “knew what he was doing”, she concurred with the proposals presented without questioning his methods. Since she is unknowledgeable of this subject matter, my mother did not question the salesman on the compatibility (or lack thereof) between the heat pump and existing ductwork. Nor did she make an inquiry of the need for additional power/breakers to support the new equipment.
A week later, my mother informed me of this purchase. When she was unable to answer my questions, I contacted SMO myself and informed their customer service representative I was acting on behalf of my mother.
I’ve made multiple calls to SMO over the holiday season to gain insight into the status of the installation and what if any issues occurred. During my initial conversation with the customer service representative, I was informed the notes on this event were confusing and fragmented. She referred me to the sales manager and the installation manager.
When speaking with the sales manager, who wrote the proposal, he expressed his irritation with my mother changing her mind about financing the purchase. He explained there was a need for two proposals due the original equipment being discontinued. The salesman hesitated when I asked about the compatibility between the 1955 ductwork and the 2019 equipment and recommended that I speak with the installation manager. When I asked about the possible need for a new breaker, again I was referred to the installation manager.
I was able to speak with the installation manager the morning of 6 January. That gentleman told me the original proposal was for a dual fuel system that could have been used but would take 1-2 months for delivery. He believed the salesman didn’t discuss this option because there was an immediate need to replace the furnace. The installation manager acknowledged he never visited my grandparents’ home and said he was unaware of any conversations which may have taken place regarding this business transaction. He did say he thought something was wrong with the installation but was uncertain what that would be. It seemed “a case” had been levied upon him related to this installation.
Of significance from this conversation was the installation manager’s assessment that his job was to only “change out” the equipment. He said that meant his team’s actions did not include an electrician to confirm the possible need for additional power for the new equipment. The installation manager stated he did not assess the ductwork for compatibility with the equipment. He felt that was the job of the salesman. When I asked whether he felt the new equipment could efficiently heat the home through the existing ductwork, the installation manager stated the equipment was “adequate” for the job.
When I asked the installation manager if he was aware of whether all the equipment listed on the proposal had been installed, he said yes. In fact his statement is untrue. The touchscreen thermostat has not been installed. When I asked whether the work had been inspected by the county, he said he would have to speak with his team for confirmation.
I have a very uneasy feeling about this situation. I feel my mother was taken advantage of. I feel SMO representatives did not do their due diligence to determine whether the house’s wiring and ductwork was sufficient for the installation of the new equipment.
I’m contacting the Revdex.com to make sure my mother receives all the equipment for which she’s paid. But more importantly, I want an external evaluation to determine whether the house can successful.

I recently had SMO make a delivery of 100 gallons of oil. I wasn't sure if I needed a prime and start on my furnace so I asked if they could have a technician check once he gets to my residence. They informed me that there is a 75 dollar fee if the prime and start is needed but only if its needed. I said ok but I'm only paying if its actually needed and not just for the tech to check if its needed. After the technician arrived he stated that I have a double line system, so it is a self starting system and that a prime and start isn't needed. All you have to do is press this red button and it will start up. After he left I called the office and asked that they remove the 75 dollar prime and start fee because it was not needed. They stated that "because the technician came inside and pressed a button that counts as the prime and start " . "If he had let me press the button it would not have been charged". This is the most asinine thing I've ever heard in my life. This is a horrible business practice and just an easy way to gouge another $75 out of a clients pocket.

SMO actually installed my oil furnace back in 2016. They should inform and customer who purchases this type of system that a prime and start is never needed instead of accruing unnecessary charges.

I paid southern Maryland oil company for a service contract costing me 299 dollars to service my oil fired hot air furnace , with that service SMO is to come out and service my furnace , change oil filter and nozzle. Upon doing so the technician had installed the wrong nozzle in furnace causing my furnace to soot up and over heat . This resulted in my having to call SMO several times as my furnace would not fire until I went to the basement and removed the cover to furnace and push the reset button on it which I’ve never had to do before in the past 15 years of its operation , they finally came out to recheck the unit , this was a different serve technician he said it had the wrong nozzle in it he replaced the nozzle did some other things then tested my furnace for carbone monoxide , which they have never done before, he told me he had to condem my unit ! That he felt dizzy being around it , I was there the whole time even helped him never did I feel that way . He promptly called there installation dept and set up a appointment for them to price installing a new unit . They came back with a price. Really high , I called another company better price , I had them check the unit could not find a problem with it in fact I ran the unit rest of that winter , I put a carbon monoxide detector next to the furnace and another one on first floor never did they go off. I might add that this all occurred in February and when the technician condemned my unit SMO would not deliver oil to my residence which they where under contract to do as well . This all took place during winter of 2017 and in fall of 2018 SMO returned to fill my oil tank ? I stopped them and sent them away . I have replaced my furnace but I did not use SMO to do the work , I have called SMO to get a refund on the service contract , no avail . The second service technician also installed the wrong nozzle in the furnace which I don’t get , the data plate on the furnace clearly states the proper nozzle size and type . They caused the problem !

SMO installed a new heat pump for us on 8/9/2013. SMO design engineers/sales representative chose the layout and placement of the unit. We awoke on 5/28/18 to find a water-soaked bedroom walk-in closet carpet, ceiling, walls, contents, and insulation with additional damage in the living room below. It was from a broken SMO Condensate Drain Line in the Attic above. The Condensate Drain Line was not installed at the proper slope to allow it to drain properly. It had frozen and broken. The condensate water from that line was now pouring into our ceiling, walls, floor, and home.

We don't believe it would have been designed by an engineer that way. We believe the INSTALLATION of the unit on 8/9/2013 was done IMPROPERLY.
SMO claims that they attached the new pipe to an original condensate drain line. That is their excuse for not claiming responsibility for the water damage. Shame on SMO if they chose not to replace an existing pipe if it were not appropriate. It was an installation mistake not to have the proper slope to drain the water. (By the way, the previous condensate drain line worked fine with no issues for the 25 years before SMO installed a new unit). Something was not installed correctly. It was a very, very hot day in the attic when the unit was installed. The fan to cool the workers, that SMO installation team brought with them, did not work. It was incredibly hot in the attic that day and the installation team was extremely hot. I'm sure they wanted to get out of the heat as quickly as they were able. These things could have contributed to the improper installation and the later freezing of the condensate drain line, that caused the water damage to our home.

Additionally, we have had Yearly Service Agreements and yearly tune ups since the installation of the heat pump as extra insurance that all would be well with the unit and its function.

We are in the dilemma. We have not had the use of our affected living areas since 5/28/18, sixteen weeks. SMO is denying responsibility for their improper installation of the condensate drain line. It did not have enough slope to drain properly. It froze, broke, and flooded our home as a result.

I am an active client of SMO Energy. I have used the company to deliver propane to my residence. I requested a service technician come to my home and diagnose and repair a propane fireplace inside my home. The pilot light would not stay lit on the unit. The service call was scheduled for December 11th, 2017. The technician, Jim H, arrived to my home at 5:40pm. At the time, I was at work and my wife was home. I was put on the phone with the technician and I described to him the issue with the unit. After about an hour, the technician had replaced the thermopile part on the pilot light assembly. This part did not fix the issue and the technician claimed we would have to contact the manufacturer to obtain a 'pilot assembly' to repair the unit. The technician presented my wife with an invoice for $275.30 and required my wife pay the invoice in full before he left. The invoice clearly indicates 'Payment Terms: 30 DAYS AFTER INVOICE'. His request to make payment at that time was totally unnecessary. I can only assume the technician wanted to get payment because he knew I would dispute the invoice with the fireplace still not functioning. This technician clearly did not properly diagnose or repair anything on our fireplace. There are procedures to diagnose wether or not a thermopile is bad and in need of replacement. It would seem this technician skipped proper diagnosis and installed a part he hoped might fix the issue quickly. When replacing this part was unsuccessful he clearly did not want to bother with further investigation. On the invoice, the technician wrote the name 'Ken F' and told us to call him if we had any questions. I called SMO and attempted to get in touch with Ken F. I was told he was unavailable so I thoroughly described my issue and was told Ken F would call me. I never received a phone call from Ken or anyone else at SMO Energy.

I had a service contract with Southern Maryland Oil on my hot water heater. I had a problem and called for service. The technician said the problem was with the house electric so I called an electrician. Electrician found nothing wrong and charged me $90. Called SMO again and they came out and changed an element. The same element went bad two more times, and the second time SMO said the hot water heater couldn't be repaired and they cancelled my service contract with more than 6 months left. They refused to give me a refund for the remaining 6 months on my service contract.