Pelco Fuel Corp.

Review: on august ** I had my year cleaning and the service tectnician [redacted] failed to clean my boiler the way is was supposed to be cleaned. he didnt vaccuum out the unit. I had no heat on sat jan * and he failed to show up at my house. he called at talked my husband thru bleeding the line. he wrote up that the pipes were frozen not the issue I had air in the line LYER!!!!!!! the [redacted]. on wed Jan ** I started to have a puff back turned off the emergency switch and called PELCO the service toch called me and said dont complain until after 930 pm he nver called me back after 4 calls>>>>>i spoke withe [redacted] the [redacted] on thursday jan **and he told me to call a lawyer. what is wrong with these people that they dont do theright thing. my 3 children and my husband and I all have headaches and red eyes fo to the fact that [redacted] was sleeping in his warm house and his service tech could not get off his butt and come to myhouse. I hope that my health getd better and my 3 children we will be waiting for the right outcome. I now feel like I have a law suite and he is to blame. he called me me ignorant and that is not ok MY YOU BE ABLE TO LIVE WITH YOURSELF [redacted] because I will make sure no one goes with you company ever againDesired Settlement: I expext my boiler to be replaced as well as the flue and my money to be refunded for the last delivery>>>>>

Business

Response:

Pelco Fuel has been providing heating services to our customers on Long Island for over 35 years. We are a proud member of the Revdex.com, since January *, 1987, and have a A+ rating. In keeping with our commitment to make a good faith effort to resolve any consumer complaints, we have reviewed this complaint. However, we find that it has no basis. On August **, 2013, Pelco performed its annual cleaning for this customer. Contrary to the customer's belief, this service was not performed by [redacted], but was done by another serviceman. We confirmed that the boiler was cleaned according to industey standards and did not require any service for over five months. Additionally, on both of the January 2014 dates in question, Long Island experienced Polar Vortex temperatures and, on one of the occasions, a winter storm that brought over 12 inches of snow. Pelco Fuel responded to and addressed the mechanical issues that the customer experienced on both occasions, leaving this customer with heat, and hot water. Unfortunately, Pelco's response time on Januare **, 2014 (the date of the winter storm), was not satisfactory to this customer. We assure you that Pelco had men working throughout that day, and evening, and into the early hours of the night throughout the snow storm. Over 25 customers were serviced that day. Additionally, on January *, 2014, our on-call serviceman successfully handled over 20 service calls in 20 degree temperatures. Given these extreme coditions, Pelco responded appropriately on each occasion. All of these services were provided to this customer, free of charge, even though the customer failed to meet the terms of her contract with Pelco, by not purchasing a minimum amount of oil. Here at Pelco, we try to avoid confrontation at all costs and accommodate our customers even when we believe they are wrong. In fact, in good faith, we voluntarily agreed to perform a full inspection of the customer's heating system on Saturday, January **, 2014, to ensure that her unit was in top-shape. Saturday's are our specialist's day off, but to attempt to appease this customer, we offered to bring him in anyway. Instead, the customer decided to pursue this comlpaint that seeks a new boiler, accessories, and a refund for oil she received and used. Additionally, we spoke with this customer on several occasions, and not once did she mention any problems that her or her children had experienced. While we are sorry to see this customer leave, we cannot accommodate her request for free (and expensive) equipment and a refund.

This fuel company does not respond to customer service calls. I have called 3 times this season and all three times the tell you they are too busy. The first time was in November 2015, when I asked for a a service call to clean my boiler for the upcoming winter. It is now February 2016 and they state they still have not had an available technician to do this service call.

The 2nd time I called (In mid January), I had explained to them that my boiler would not kick on. They asked what the temp's were in my home, and said since they have not fallen below 50 degrees they could not respond because it was not an emergency.

The 3rd time was the 2nd week of February (still no service call to clean the boiler as per my contract, since I first called in November). Same scenario, my boiler was not kicking on to heat up my home. They asked me my temperature of the home and said it was not an emergency. After I called back and said that was unacceptable they asked what kind of energy I used to heat my stove (gas) and told me to turn my stove on so my pipes would not freeze since they could not get to me because it was not an emergency. Their service is horrible, and I am happy to say I am done with them forever.