North Pole Fuel Oil Inc.

Review: My parents were clients of North Pole Fuel for many years. Then the company changed it's name recently to OV Oil. I have attempted several times to reach out to ameliorate this issue by speaking with [redacted], one of the OV [redacted], and the front office representatives. Unfortunately, it has come to this....

Wednesday, February **, 2014

QV Oil Company (formally known as North Pole Fuel Company) - ###-###-#### business number

I am utterly disappointment and dismayed, as I directly tried to ameliorate this situation with OV Oil (formerly named North Pole Fuel Company,) but [redacted], one of the [redacted], called ( returning several of my calls from pervious days) said I could contact whomever I wanted to and said to get someone else to service me and hung up on me this morning, Wednesday, February **, 2014, at 8:45 AM. That was unprofessional behavior; therefore, I reach out to you. I just want my boiler repaired and working properly. My family has been with this company for many years and I was hoping that we could resolve this by other means.

The Beginning -

On Saturday, January, [redacted] 2013. I requested additional oil (after I had filled both tanks completely with 575 gallons of oil in mid-December.) Perhaps, due to the cold weather, that large amount of oil emptied quicker than anticipated. I called and spoke with [redacted], of OV Oil, who arranged for the OV Oil personnel to drop off oil around 10 AM that morning. I returned home that afternoon after class and there was no oil delivery. I was concerned as the OV Oil technicians were scheduled to come to conduct the boiler maintenance at 4:00 PM the same day. [redacted] and another technician who accompanied him the first time (NOT [redacted]) came after 5PM to provide the maintenance to my boiler. They mentioned that they were leaving before the finished the work, and that [redacted] who was dropping off the oil would finish the job. They left my home around 5:45PM, because the OV oil personnel had not dropped the oil off since this morning. The Oil delivery was done around 6:20-:30 PM. Before [redacted] left, he ensured me that [redacted], who was dropping off the oil was qualified as a technician to do the priming. Now it is my understanding from [redacted], one of the OV [redacted], they the first technicians could not truly ascertain if the boiler work was completed without turning on the boiler before they left. Now, when the OV Oil personnel, [redacted] delivered the oil he was to complete the job started by [redacted]and team, by priming the boiler, but he left my home abruptly! He was in my home maybe 5 to 10 minutes. I know because I received a call from OV Oil to say the [redacted] had just left my home, which I thought was very STRANGE and ODD! I am generally notified by them before they leave to check/verify that the boiler is running (note this was a maintenance visit, my boiler was working prior.) They usually notify me before they leave my home that the work is completed. Did [redacted] allow suffice time to see how the boiler was operating? I was concerning to the point that I IMMEDIATELY went down to my basement to look at the boiler. Something didn’t seem right. I couldn’t ascertain what it was with no professional experience with boilers; consequently, I called [redacted], of OV Oil, back around 635-45 PM and left a voice message. I stated that I was really concerned to the point that I requested that the two original OV technicians please return to my home that same evening to check my boiler. I received no return call. That might explain the abrupt departure with no word/ goodbye from [redacted].

My suspicious had some merit, for the same evening, on Saturday, January [redacted] 2014, after 11 PM that night the NYC Fire Department (approximately 10 firemen/two NYC fire trucks) were banging at my door to alert me that I had thick, dark black smoke emanating from my chimney. They said my neighbor had called them. They came in and asked me some questions and then proceed to my basement and told me to immediately shut off my boiler, that it could not run and to call the emergency number on my boiler. I asked them three times, “is this really serious,” as I was in a state of shock, and they replied all three times with concerned facial expressions, “YES!” They also smelt the oil, as I did. The oil was spilled over the boiler and the boiler area. This appeared after the last OV Oil technician came and left my home. Could this be the explanation for the abrupt departure and no/goodbye before leaving and then his suspicious behavior on Wednesday, February [redacted]) when he had his back turned to me and walked in my home sideways having his face turned to the wall and I had to ask him to bow face to see who it was entering my home. I had expressed my concerned with him coming to my home in light of the Fire Department having to come that same evening. As the firemen ordered, I immediately called OV Oil - [redacted] –(###-###-####), because I did not have an emergency number for them, and explained the serious situation. I called him back after not hearing any word from him. He said he called his technicians, and could not reach anyone. I asked him did he tell them that the fire department was at my home, and this is an urgent call? He said he left word it was important. My home was cold with no heat and I constantly smelt oil burning. I was extremely concerned!!!

I did not hear from anyone until Sunday, January [redacted]. They sent a new technician to my home. I did not know they were at my home until I saw they missed calls and text messages in church. I had mentioned to [redacted] that I was going to go to my church. I went to seek refuge from the cold and get some moral support, because this situation was unbearable.

I came home and the new technician came back to my home to meet me there ([redacted], I believe) and said he couldn’t say what the problem was, and that he would call his boss [redacted]. [redacted] came back with [redacted] that evening, and they worked on the boiler and said there was a lot of spilled oil on and around the boiler area and that it needed to burn off , and that I should open my windows. I was concerned, because the smell was unbearable!! He came back with old parts. No one knows if this was a justifiable assessment, because I was not given a statement of the work. The barrel part he returned with looked used…I asked was it used and he said yes. I later found out that both parts were used. I suggested he come back the next day as I was already without heat to do the work correctly, with new parts. As was still uncomfortable, I said I would wait, as I wanted to ensure everything was up to par and requested he return on Monday to replace the old parts with new ones. But, [redacted] insisted and put them in anyway and said it was temporary and this would a least give me heat for the night, and said he would come back the next day, Monday, February [redacted] with the new parts to install them. . I asked about the warranty. [redacted] said he would guarantee the work whether used or new parts for a year.

I called [redacted] concerning this…he said he would call [redacted], and later he even said to me if the boiler stopped working, he would come himself and replace the part. Clearly he reneged on his word yesterday (when he sent [redacted] to my home…) and today (when he called me back after [redacted] called him) and said to look for some other company. And, sadly, [redacted] reneged on his word, for he hasn’t returned to my home yet to replace the temporary used parts. Now OV Oil and [redacted] wants to charge me more money

On Monday, February [redacted] I placed a follow-up call to [redacted] after my juror duty at the Supreme Court to ensure he was coming to my home that evening (and had someone speak to him, as well). He said he wasn’t able to come For some reason, he suggested that I call [redacted], and then said he could come on Wednesday, February [redacted] Sad to say, on the [redacted] he was a ‘no show.’ I called [redacted], of OV Oil. [redacted] said he would call [redacted], and left me a voice message on Monday, February [redacted] to say he has not able to reach him. I said he would call me when he hears from him. At this point, I am still waiting to hear from [redacted] and [redacted]. He later called to say [redacted] was charging $350 more to return, to my home. Therefore, OV OiI would charge me $200 more dollars (beside the $150 I had already paid for the maintenance) and they would pay $150. Also, I found out I now was going to incur another fee to have my chimney company return to re-clean my chimney due to the smoke and soot on January [redacted]. I was not in agreement to pay any more monies. [redacted] committed to return to my home himself to replace the eletro part on my boiler if the used part stopped working. He said he would also reimburse me $75 in a check. I haven’t received either one (that is before I knew about additional cost I could incur to re-clean my chimney .) Now that I will need to re-clean the chimney and the boiler is not working; therefore, this hardly seems adequate or sufficient. I HAVE BEEN SMELLING OIL IN MY HOUSE SINCE JANUARY [redacted] UNTIL YESTERDAY!!! NOT RIGHT NOW, BECAUSE THE BOILER IS OFF

I called OV oil and spoke with [redacted] again last week to inquire about someone coming to investigate the smell. She said she would call and give [redacted] the message. At that point, I haven’t heard from anyone and it was into the next week.

As of Tuesday, February **, 2014, the matter has not improved…I still smell the oil and now the situation has now escalated and worsen to the degree that the boiler does not work and the door is stuck and will not open, as there is oil all over the front of the boiler. Note my boiler was NOT inoperable before January [redacted].

Note, [redacted] and another technician came back to my home. The young man accompanying him walked in my home sideways with his back turned to the wall; that was suspicious and I asked him to turn around so that I could see his face before he walked down my basement steps sideway (which would be dangerous and very strange). He turned around and it was [redacted], the person who left my home abruptly (on Saturday, January [redacted] almost 6:30 PM) after he said he primed my boiler and the firemen were at my door the same night (after 11PM), banging at my door due to thick black smoke coming from my home, as previously mentioned. I felt very uncomfortable and he was rude in his tone. I have unfortunately experience pain and suffering over this ordeal. After the fireman came (January [redacted]), the backup technician (January [redacted]), now the boiler is not working in this arctic weather, I need this repaired ASAP! Now, I am caught in a quandary, after [redacted], of OV Oil, is refusing to re-service me, after he agreed to return to my home if my boiler stopped working, after [redacted] replaced parts with used parts. After I even mentioned that I have to go away tomorrow and won’t be back unto next Monday. Therefore, my boiler needs to be repaired ASAP to prevent any further damage (like the potential bursting of pipes and radiators, due to NYC arctic weathers this week).. I am not sure what I am going to return to and will not have the opportunity to look for someone else to resolve this matter at this late time.

Which brings us to today, Wednesday, February [redacted] – [redacted] returned several of my calls and would not allow me to speak. Accused me of being rude to his brother, [redacted]. As I asked his brother what happened that night he primed my boiler. There was oil all over my boiler and this wasn’t there before he came and why did he leave so abruptly. He was rude with his tone and he left my home. But, I did not feel comfortable in him touching my boiler at this time. Perhaps later on in the year, but not know. I even asked the office who was coming and why. . That is when [redacted] proceeded downstairs to the basement and looked, went outside for a while. He returned and said he did not want to do anything because he never saw oil on the boiler like that and it was not there when he came January [redacted] after 5PM. But I know it was there after [redacted] left.

On Saturday, January [redacted] I believe [redacted] and the other technician should have finished the annual boiler maintenance work they started, so that they could have seen everything though properly. It seems like [redacted] was in a rush or just quick!

[redacted] has now breached his agreement to me to come to repair the boiler if it stopped working after I informed him that [redacted] put used parts in my boiler.

This is a matter of:

An improper and inferior maintenance work job after work the was smoke and the fire department had to come to my home, and now the boiler is not working

An unreasonable or excessive delay in completing work

The company failed to honor a commitment to provide refunds and services and

The product was defective

- $75 check, plus return to replace a used/ (possibly defected) part with a new one

Failure to provide a promised written warranty – for one year warranty and/or come to replace part if boiler stops

The maintenance work resulted in damages -black smoke coming through my chimney (have to have chimney company return to clean my chimney, incurring an additional expense )and now my boiler is inoperable (that was not originally broken)

The failure to provide an invoice or estimated work upon request – after work was done January [redacted]

An improper or inferior service – indicated in body of complaint.Desired Settlement: Desired Settlement/Outcome - That my boiler is repaired properly in a timely manner; I received the $75 refund check from OV Oil for the maintenance job, as promised; requesting $40 check for the fee I will incur from Chimney Magic Company to re-clean my chimney after the smoke and soot occurred after the maintenance job on Saturday, January [redacted]. And, if I am forced to repair the boiler on my own, ( as OV Oil - formerly know as North Pole Fuel Company - as of today they reneged on their commitment to come and repair it, that they be held liable and deduct monies from the oil bill for this repair.