Tragar Fuel Oil Company, Inc.

My elderly, sick, widowed mother had the highest priced maintenance plan for her oil heated home. The oil bills were extraordinarily high for years, even in the summer! Tragar "gold star professionals" had told my Mom many times nothing was wrong! After her death I had highly paid top professionals examine her house. There was an obvious and pronounced hot water leak all year round, among other problems with the oil burner.Tragar took advantage of a disabled sick elderly woman. My friend wanted to report this to the Revdex.com but I declined. I was too busy with the funeral. Let the Buyer beware.

Review: We have a service contract with Tragar. I called in September to have the burner serviced and was told they weren't taking appointments and would have to call back. We call in December (prior to Christmas) to make an appointment to have our oil burner serviced. I was told I had to wait two months to have the oil burner serviced. I wasn't happy as it was overdue, however made the appointment for 2/** at approximately 8am. In the interim a new service contract was mailed to us because our current contract expired on 2/**/15. Additionally, Tragar called us to let us know they and renewed our service contract. On 2/** the day my burner was supposed to be serviced - and I had made alternate plans for work so that I can be home - I was called and told my burner would not be serviced because we had not fulfilled our minimum fill requirement of 600 gallons. I said ok when was our last delivery and they said April. I said and how many gallons, and they said 300. So I said ok please have 300 gallons delivered asap. I also asked why this wasn't mentioned when I set up the appointment or when they and called my husband about the service contract renewal and she was unable to tell me why. I was told my appointment was already canceled and I would need to sign a new contract - to which I agreed. The new contract was sent, I signed it, mailed it back. My husband called today to set up delivery and they called me back and said the contract was expired and they were not renewing. Though Tragar has the right to cancel their contracts at any time, I felt their handling of the situation was unprofessional, and dishonest. We were entitled to a tune up and they never performed it, and they inconvenienced me by waiting to the day of to cancel. When they called prior, I would have had 300 gallons delivered had they mentioned it. Additionally, they gave me an inflated price on my new contract - which now is null and void.Desired Settlement: I would like to be refunded for my service contract. Additionally, I would like this complaint documented.

Business

Response:

[redacted] Dear [redacted],Please review my response regarding complaint ID [redacted]. Tragar does not contest that the [redacted] residence had aservice agreement from 2/**/2014 – 2/**/2015. During the agreement period, Tragar responded to two emergency servicecalls. On 3/**/14 we repaired acomplaint for no hot water and on 11/**/14 we repaired a complaint for no heat.Both incidences were resolved at no costto the client. The Gold Plus agreement does include an annual maintenanceservice. As defined under article 3 inthe service agreement terms and conditions, it is the client’s responsibilityto schedule routine maintenance between March [redacted] 2014 and September[redacted] 2014. Tragar does perform system maintenance after September [redacted], howeverappointments are less available during peak emergency service months. Tragar does not have a record of the customer contacting Tragarin September. If we were unavailable to schedule an appointment at that time, we do create a call-back log. The customer was not recorded on this log,nor did they claim we told them about it. This would be uncustomary. The customer did contact us in December and a maintenancedate was set for 2/**/15.As per the request of the customer, the account was set upin December of 2013 as a ‘will-call’ account. The customer does not receive automatic deliveries and must call for oildeliveries. Service Contracts are subject to the condition that the client must be enrolled and meet the 600 minimumdelivered gallons of the oil delivery agreement. The only delivered gallons since January of2014 were 200 gallons in May. On 12/** the clients existing price was expiring and oildeliveries at $3.299 were offered and denied. On 1/**/15 a second offer was made to the client for deliveries at$2.799 and was denied.On 2/**/15, the date of scheduled maintenance, the accountwas reviewed again. It was very clear that the client was not using Tragar to meet their oil delivery needs. Oil had not been ordered since the previous Mayand subsequent offers for oil deliveries were denied. The client was not meeting the requirementsof our service terms and conditions. The client’s decision to not purchase oil from Tragar voided their serviceagreement. The maintenance appointment was cancelled. The client did offer totake delivery of oil at this time, initially 300 gallons and then the offer wasquickly lowered to only 200 gallons. The client did not honor their 2014 agreement and it was decided at this time thatit was no longer in Tragar’s interest to engage in business with thisclient. The service contract will not be pro-rated because it wasused to provide two individual incidents of emergency service.Please see our attached service contract for reference.Sincerely,

[redacted]Tragar Oil

Review: On July [redacted], 2012, Tragar installed a Fujitsu ductless A/C unit in our home. Two weeks later, the front hatch of the unit fell off. A tech came the next day and fixed it. A week later the font panel fell off again. The unit cannot work when the panel is dislodged. A tech came 2 days later and re-attached it. He said the unit is defective and should be replaced. We never used the A/C again until this June (2013). On July [redacted], the panel became dislodged yet again in the middle of a heat wave. A tech came 2 days later and fixed it once again. He wrote up a report claiming the unit to be defective and to be replaced. He told me someone would be in touch. After several days, I called Tragar to see what the status of the replacement unit was. They keep telling me that someone will get back to me but they never do. I have spoken to a [redacted], and [redacted] at Tragar and still my calls have not been returned. The unit has been running for 6 days straight because I am afraid to shut it off for fear that the panel will dislodge again.

Also, at the time of the purchase, Tragar offered a $120.00 rebate. A year later, I still have not received the rebate. My wife has spoken to a [redacted] at Tragar a dozen times to no avail.

This is a poorly run company with terrible customer support and false advertising.

Any help will be greatly appreciatedDesired Settlement: Tragar needs to replace the defective unit and send us the $120.00 rebate.

Business

Response:

Dear [redacted],

I am writing to close out a complaint that was made by a customer of ours complaint # [redacted].

We installed a Futjitsu ductless system at the customer's home in July [redacted] 2012. We received calls from [redacted] about the door falling off and sent out our technicians right away to correct the situation. We visited his home on 8/**/2012 and then on 8/**/2012 and both times we reattached the door and check the operation of the unit and found It to be functioning properly both times after reattaching the door. The following Year [redacted] contacted us again telling us the door had fallen off again so we dispatched a technician on July [redacted] to once again to reattach the door. The technician did reattach the door and checked the operation again and everything was operational. We then agreed to order a new door from the manufacture and would install It as soon as the part ca me In. On 7/**/2013 the new part arrived and was installed by our Service manager [redacted]. He replaced the part and checked the unit to make sure it was operational. It was fully functioning to the manufacture specifications at that time. We have had no further contact with [redacted] after that date.

The rebate [redacted] referred to was a Lipa rebate which the timing of the payment was beyond our control. We did however follow up the rebate and confirmed that 150 dollars was paid and mailed out by Lipa this past September. To our knowledge the [redacted] received that rebate.

I did leave a message for [redacted] to follow up and heave not heard back from him. Please consider this matter a closed case.

[redacted] General Manager