Polsinello Fuels Inc

At this time, we will cease doing business with the customerWe respectfully request that the customer immediately pay their past due balance and find another service providerIn the previous complaint, the customer stated that her oil filter was not changedWe do not wish to exhaust the issue any further and have elected to apply at $credit to the customer's account in good faithThe $amount reflects our flat rate charge for oil filter replacement which the customer believes was not completed at the time of her cleaningWe believe this settles any outstanding issues and we wish the customer well going forward with another companyWe were hopeful to maintain a working relationship but the chronic nature of the customer's complaints to Revdex.com and the Attorney General have proven that we can not satisfy the customers needsTherefore the difficult decision was made to end our business relationshipWith that said, we do expect immediate payment from the customer for their past due balance

We have discussed the situation with the customer and will be continuing the installation today now that the path has been clearedUnfortunately, feet of snow after a blizzard presents a hazard and our people in the field made a decision to not shovel which our customer disagreed withWhen it
comes to the health and safety of our employees it is paramount that as a company we err on the side of caution

We have been able to make contact with the customer and have scheduled a time to visit her home and review her service needs. At this time, the customer does not have a service agreement. It is our hope that the customer will work with our office to get her balance due paid and back on track as in years past.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
If you look on the transaction Report 10/12/15, the exact price for a service contract. Why would I pay such an amount? I talk to George L & he gave me the amount I needed to pay for contract, In the same phone conversation wj George he set up the cleaning of the furnace under the contract for 11/4 which you will see on the transaction report. Service Tech came on the 41h left a receipt (enclosed) that there was.no charge. The next day I went down in the cellar to check to see everything was done. I put an X on the old filters ( I have 2) to make sure things were done. The X was still there for I called and left a message for the service manager, I got a message on my answer machine that they don't change the filters just the core. I haven't had any contact until 3/29 when the furnace acted up, I called it in and they said I didn't have one, at that point he email me the transaction report (enclosed), I had NO idea that I had no contract until this point. This furnace was purchased from them approx. 8 years ago it was supposed to be top of the line I have always had service contracts on my furnace dating back for over 20 years Regards, [redacted]

They called and set up a time (5/18/16) for the service tech to come out and replace covers over wires that they left exposed, when he came out to do the estimate .(4/15/16) While the gentleman was there I brought up the subject about the filters, I have two (2) Now mind you before they came out to a " tune up" I had put X's on the filters, when I got home that night and went & check the X's were still there When I call to inquire WHY, A message was left on my answer machine that they were filters that they just change the CORE. When this gentleman was out I asked him, I don't want to get him in any trouble but He told me that these a filters that they screw off & replace Not Core filters. Now that makes me wonder .. The tune up said replace Nozzle and 1 filter, the estimate that they came out and did for $1,320.81 says nozzle needs replacing. So in 11/4/2015 when they said a tune-up was done & charged my account$276.00 plus tax was it done?? When I thought I had a contract at that time.  [redacted]

There appears to be a bit of miscommunication and we welcome the customer to contact our office. We will reach out to discuss the matter as well.  At no time during the recent service calls was the customer enrolled in a service agreement nor was the customer charged for a service agreement....

Over the past few years the customer had been enrolled in a service agreement from Polsinello Fuels however this year the customer declined the service agreement in writing because of finances. Later in the year, the customer made a payment that would have covered the cost of the service agreement but that balance remained on their account. Polsinello Fuels never charged the customer for the service agreement. Unfortunately, simply making the payment does not entitle a customer to a service agreement. Regarding the recent service work, the customer had an annual tune-up performed on her heating system which in years past would have been covered by the service agreement however this year the tune-up was charged to the account because there was no service agreement in place. We were later called to the house and found a problem with 2 zone valves and a low water cutoff. Our technician provided an estimate for the work however the customer declined the estimate and work. To be clear, the work which was quoted would not be covered by a service agreement even if one had been in place at the time of the service call as the parts and labor for such repairs are explicitly listed as excluded in our service agreement. Also this work would not be covered under any warranty or guaranty from the installation of the heating system nine years ago in April 2007. Lastly, the customer stated the furnace was not left in the same condition it was found during a recent service call. Polsinello Fuels will gladly send a technician out to the house to rectify any workmanship issues associated with the recent tune-up and service call.  We will reach out to the customer to schedule a no charge follow up service call to address these concerns. We appreciate the customer's loyal business and hope to move forward once this miscommunication is behind us.