Shellhorn & Hill

I don’t usually write these type of reviews but I couldn’t find any other way to direct my frustration toward Shellhorn & HillFew weeks back during the coldest time, my property's oil tank for heat/furnace decided to give up and start leaking oilTenant out of panic called and emergency services came out to helpThey pumped out all the oil into drums and cleaned the oil spillNext morning Sunday called some HVAC company and found out only those who sell oil will normally install tanks as wellSo called Shellhorn and found they do install oil tanksProceeded to scheduled appointment earliest possible which was next business day MondayMeanwhile on Sunday, went to the property (3hrs away) to do some cleanup, check situation and provide portable heaters to keep house warm for time being The 275gal Oil tank is located in basement 1ft away to the exit door, and door leads to parking spot in a back alleyThere is absolutely no up or down steps, easy in and outMonday technician showed and quote came out $Called some other company , quote came out about hundred lower based on verbal description without actually coming outSo proceeded with Shellhorn since its seemed more reputable and because we were desperate, signed contract payed deposit %depositNext day Tuesday, they came out and did their jobNo complain on customer service, no complain on installation, timeline was good everything good happy Later found out from some other professionals while sharing experience that job could have been done for %lessFurther looking into this issue found facts that job indeed could have been done for lessOil was already out of the tank, removal and install wasn’t supposed to cost $2k not to mention tanks and materials top out at $500- The contract was vague with just the total cost and no description on work done, material whatsoever I know they are probably happy with a nice easy job done ripping off customAnd of course me as the customer cant do anything other that write this postI the unfair paid and learned a hard lessonAll I want is to share this experience with those who might run into same situation and release some of my frustrationFYI, In case you delete this post I am posting this in several consumer review sites so that it comes up when your company name is searchedFeel free to contact me if you decide to address this issue differently

We have already seen all of the enclosures that were included in the January 28th letter from the Revdex.comWe still are not in agreement with Mr [redacted] and his reasoning unfortunatelyHe has both verbally and with his signatures agreed to the charges that have been placed on his accountIn fact he has agreed to even more charges than he was givenAdditionally we did offer to completely cover any expense for refrigerant next cooling system if the repair we made is not satisfactory.Please not:May 22, 2013: Customer agrees via a telephone call that is ok for our technic ian to come check his unit but declines to allow the technician to do so on arrivalThis was at a cost to our company but no charge was placed on the customer's account.May 28, 2013: Our technician was in the customer's home for six hours but the customer was only charged for four and one half hours.May 21, 2014: Customer signed for a $service charge but no charge was placed on the customer's account.June 2, 2014: Technician was in customer's home for six and one quarter hours but the customer was only charged for four hoursIn addition to that the call was discounted an additional $when he was charged to the customer's account.We have been very fair in dealing with the ***

Automatic oil delivery is not an exact science but it is a mathematical formula that is correct far more often than notAnytime we receive a complaint from a customer that they do not believe they received an oil delivery we revert back to the mathematics of it to see if there is any chance the customer is correctIf there is even the remotest possibility that they did not receive the oil we reverse the charge without any further questionThe mathematics is based on a customer's individual usage pattern as it relates to existing outdoor temperaturesWhat we cannot factor in would be a situation where a customer changes their thermostat settings in the house due to illness or perhaps a baby or guest staying overWhat we also cannot factor in is the effect of sunny day's verses overcast days by individual home, some homes receive direct light and others are shadedWind is also something we cannot factor in, some homes are air tight and some are notOne or a multiple of these factors is why Ms [redacted] ran out of oil on February 27th it is not because she did not receive the December 12, oil delivery.Ms [redacted] registered a protest with her credit card company in March of concerning the charge for the oil and they did reverse the payment out of our accountWe responded to the complaint with the credit card company and sent the mathematical calculations to them demonstrating that had Ms [redacted] not received the December delivery that she would have run out of oil based on the numbers December 31, Ms [redacted] however did not run out of oil until February 27, 2015, nearly two months later and that defied any reasonable probability that she did not receive the December oilThe credit card companies tend to lean very strongly in their customers favor, as they should, but in this case they did reverse their initial action and put the funds back into our account.We have also shared the calculations with Ms [redacted] to no availWe looked into her allegation that a different driver made the delivery and must have put it into the wrong homeThe driver that made the December delivery was questioned and he described the house and the fill location exactly correct and has been to the home in the pastWe cannot say with certainty that perhaps a different driver had been sent the day prior and was not sure of the tank locationThis could explain a call to her home as she suggests stating that the driver could not find the fill locationOur drivers are responsible for the cost of any delivery made to the wrong location and with a customer with a large tank such as Ms [redacted] they are extremely carefulThey will not make a delivery before chancing putting it in the wrong houseThe charges that are still showing on Ms ***'s account are the result of the credit card payment reversalShe received a prompt pay discount for the December delivery that was negated when she protested the payment We would be willing to waive those fees ($presently) if Ms [redacted] wants to consider this issue closed.Please let us know if there is any additional information or help we can offer

[redacted] The complaint letter was just received in our office yesterday though I see it is dated February 4th from your office. The dialogue between our salesman and the customer at the time of bidding the boiler replacement did involve a concern on the customer's... behalf that the valves needed to purge the system not be located behind the drywall of the finished basement and they are not. Our company installed the boiler in accordance with all county, state, and federal mechanical codes and has exceeded the minimum codes in most aspects to provide a system that is also easily serviceable. Subsequent dialogue between me and a woman calling from the household concerned over valves on the unit once again were centered on purge valves being near the boiler and not behind the drywall. I investigated her concern and found that the purge valves were located in the proper locations for zones near the boiler. That information was relayed back to the customer. Only then did the concern then become a desire that the valves behind the wall be moved. Our bid price did not include moving these valves and would have been comparable to paying a plumber to do it sometime down the road if the valves ever did leak but a leak developing on valves that have no need to be opened or closed in highly unlikely. If they asked us for our opinion we would have recommended just leaving the valves be and not going to the expense unless a problem develops. The customer may very well have desired the valves to be relocated and just picked the wrong terminology to express that desire. It would seem that if that was a great concern to them that they would have made sure it was spelled out on the proposal but it is not. They hired us to install the boiler and to put it in correctly and we did that. If there are any additional questions or concerns please feel free to send them to us. Sincerely,