Wallace Oil

Complaint ID ***I am surprised and upset at *** ***'s actions We have done nothing but give her excellent service We stored and maintained her fur coat for her and gave her back her coat when she requested it out of storage.The coat she received is the exact same coat she
dropped off to our store It has the exact same description and the exact same monogram. This is because it is the exact same coat I have absolutely no reason to ever switch a coat *** *** has taken possession of her coat and now has it at home The fact that she is asking for money and claiming the coat was stolen is ridiculous.If you investigate this matter fully, you will find that *** ***'s Memory is the only thing that is wrong here.I have sat down with *** *** and personally gone over all of this with her I do not know why she is fabricating a story here Please call me if you have any questions what so ever My cell phone number is ***. My Company has done nothing wrong and I would like to resolve this matter.Sincerely,J.R***Sakowitz Furs

I have contacted Ms*** *** and we have resolved the matter to her satisfaction She will receive Free cold Storage for for all her pieces and has my sincere apology.Please feel free to contact me with any questions on the matter.Thank you for allowing us an opportunity to make
things right with our customer.Sincerely,J.R***

In 2010 I bought my home and became a Wallace Oil Customer for Propane and Heating Oil. In 2012 We were told we needed a new furnace. June 2012, We Purchased thru Wallace , New Central AC, New Furnace, New tankless water heater and a new Roth iron Oil tank. An expense which went in excess of almost 18k
Within the same month of installing, the Central air conditioning system stopped working. We noticed the unit outside was frozen over. Wallace sends a tech , tech says, the unit they sold you was too big for your home. It's working overtime and cant push the air in...
His fix ? Make more vents. More holes in the wall , floors , ceilings... ok so we do
And 4 wks later , just before the summer over. Dead Ac again.
Every year we pay for annual services like tune ups. And every single year since 2012 within days or wks of a tune up. Either the furnace or the AC has gone. When you call , their first statement is... just for the tech to come to your door is 169.00 plus tax !
One year, during the tune up, the tech disconnected a wire from the furnace. We had to have them come just to connect !
This week, after only 4 years my dishwasher died. I was told whoever installed the water heater should have had us install a water softener, when looking now... seems like good ol Wallace oil forgot when you have hard water to use a softener...
On Aug 6 2018 we had our tune up. And
This week... the AC finally Gave out. The motor died.. I find it incredibly difficult to believe that a 4 ton unit that is less that 6 years old with annual tune ups stops working ?
It took them a week to come and fix . And today it took them 3 visits and 6 different techs to patch it up again.
Everytime we speak to their service techs they refuse to fix the problem or just blame others.
The issue comes from within. This company is a patchwork company. Their work is shotty and to me they are crooks !

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  Since this Company has refused to own up to what happened to the coat that was left in their care, I have accepted the coat that was switched with my original one.

Review: My house burned down on[redacted], 2012 due to Hurricane Sandy and its aftermath. I was a Wallace Oil customer at the time. I decided to switch to propane for the rebuild and joined Propane USA- Wallace Oil is the provider of Propane USA in the area. In May, I began calling Wallace Oil to talk about the size tank I would need for the house and a stand by generator (8000 kW). I called everyday for 2 months before ANYONE called me back and spoke to me about the situation. DUring this entire time, my insurance company was paying my fire damage claim. FINALLY in [redacted], I spoke with ** who discussed the various propane tank size options. Originally I had decided to go with 2 - 100 gallon tanks. I had thought that my contractors would be digging the propane lines, but then found out that they were not. I called Wallace Oil again to discuss them digging and laying down the lines. It took me an ADDITIONAL 3 WEEKS to reach someone again- I was constantly told someone would call me back and no one ever did. WHen I was FINALLY able to speak with someone (it was either ** or [redacted]), we scheduled an appointment for someone to take a look at the property and see where the best place for the tank would be (with all NYS applicable restrictions). We were now in [redacted] 2013. This process had already taken 2 months- just to schedule an appointment and choose a tank size. I was then told by ** that it would cost $1,200 to JUST LAY THE LINES and I panicked. I asked that this information be put in writing to me IN LATE JULY/EARLY AUGUST so that I could send the info to my insurance company. Today is September *, 2013 and it is anticipated I will be getting the keys to my new home on Tuesday the [redacted]. I HAVE NOT RECEIVED THE PROMISED WORK ORDER FROM WALLACE OIL TO SEND TO MY INSURANCE COMPANY FOR PAYMENT. I call Wallace Oil EVERY DAY and I'm told either: "I don't see thee request in our system notes" or "I can't access that information, you'll have to wait until [redacted] calls you back" or my personal favorite: " Oh- we sent that information to you by mail WEEKS ago." I am sick and tired of this company providing me with shoddy customer service at every turn and opportunity. Instead of receiving this 1 requested work order for submission to my insurance company, I have received 2 bills; 1- for the propane in the tank ($700) and the other for payment of $1,200 (the laying down of the lines). If Wallace Oil can charge me these amounts after it's horrific customer service and demand payment without affording me the opportunity to obtain payment from my insurance company, they could CERTAINLY have sent me the requested work order by now to send to my insurance company. Instead, Wallace Oil is trying to get me to pay, out of pocket, expenses that, had I been properly serviced in May or [redacted], when I began calling, would have been paid for by now. I blatantly REFUSE to make this $1,200 payment until I have received the work order showing exactly what had to be done and why, submitted that information to my insurance company and either, received the fund from them or informed that they will not be paying the claim. Then, I will need a payment plan (ironically, that was received within RECORD time while I still wait around for the work order requested more than 1 month ago. If Wallace Oil sues me for this money, there is a doctrine in law called "unclean hands" by the plaintiff that would make recovery difficult, if not bar it entirely. As a consumer attorney admitted to 3 jurisdictions, I have used this defense on many an occasion and watched as my client's have won their defense cases due to the ineptitude of the plaintiff company. In many cases, that ineptitude is substantially less than the situation here. I demand that someone in the executive offices contact me to discuss this situation, IMMEDIATELY. I am trying to do the right thing here, but at this point I cannot until Wallace Oil provides me a modicum of reliable customer service/assistance. I look forward to someone contacting either via email: [redacted] or via telephone[redacted] within the next few days. It is one thing to be traumatized by a house fire in which you lose everything, including pets. That was horrific enough. but now I am beginning to feel traumatized by this "customer friendly" company and that, is quite a different experience entirely. Thank you in advance for your anticipated assistance and cooperation in this matter. Very truly yours,[redacted]Desired Settlement: I am requesting Wallace Oil either remove the charges for the laying down of the lines because of all the anxiety and procrastination on their part or send me a copy of the requested work order and invoice so that it can be submitted to my insurance company (they are indeed waiting for it am y claim will close on [redacted]).

Business

Response:

Wallace Oil has communicated with Mrs. [redacted] and expressed our apologies that it took an extended amount of time to get the requested information to her. She has received the documentation that she needs and was able to submit it to her insurance company. Wallace Oil will work closely with their customer service reps to ensure that none of our customers have to go through this type of experience. Mrs. [redacted] has been provided with the personal contact information of a supervisor in the event that she needs assistance in the future. Wallace strives to provide excellent customer service to all of our customers and hopes that Mrs. [redacted] receives that excellent customer service in the future.

Review: I own a rental property at [redacted]. The previous tenant, [redacted], moved out in September. She had an account with [redacted] Oil Company to provide propane service. This account was closed and settled in September. [redacted] Oil Company came to the property at [redacted] and locked the propane tanks. I and [redacted] have contacted the customer service department at [redacted] Oil Company on numerous occasions to have the tanks removed so that another supplier can install their tanks. On each occasion, we were assured that the tanks would be removed promptly. It is now November **, 2013, and the locked propane tanks are still at [redacted]. I explained to the customer service representatives that the new service cannot be installed and the new tenants cannot move in because the [redacted] Oil tanks are in the way.Desired Settlement: I need [redacted] Oil Company to come to [redacted], Bloomingburg, NY, and remove their equipment. I cannot have a new service installed because [redacted] Oil Company has locked the propane tanks in the place where the new tanks will be installed. After repeated requests, [redacted] Oil Company has not acted to remove the tanks for the last two months. I do not have an account with [redacted] Oil and do not desire to have any further contact with them. My patience has reached an end, and I feel powerless to make [redacted] Oil Company respond to my request to remove their tanks from my property. I have new tenants with small children, and they are unable to move in due to the lack of propane service. I have contracted with [redacted] for a new propane service, but they are unable to install their equipment because of [redacted] Oil's refusal or inability to remove their tanks. I am frustrated by [redacted] Oil's refusal to remove their propane tanks. Please advocate on my behalf, as [redacted] Oil Company has thus far ignored all requests to remove their equipment from my property.

Consumer

Response:

I was not contacted, but the tanks were finally removed from the property. The new company that I contracted with had to move [redacted] Oil tanks out of the way so that I could have gas in the residence. Several days later, [redacted] finally came to get their tanks

At this time, my complaint, ID [redacted] regarding [redacted] Oil Co. has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: Signed up for a automatic oil delivery on oct of 2013. My price cap is set at 3.99. I had piled deliver today 8/**. The price I was charged was 3.99. Knowing that oil prices are low I called to ask what today's oil prices would be. They would not disclose that information to me. I was told at the beginning of my contract that if oil cost went down my price should as well.Desired Settlement: I think it is disgusting that wallace oil does not disclose their oil prices. They will only disclose cash on delivery prices. They have unethical business practices.

Business

Response:

The business has responded, please read below:

We received this complaint and customer service is very important to us and we hope that we can resolve this in a timely fashion. [redacted] contacted us on 8/**/14 to question why she was charged her ceiling limit price of $3.999 per gallon as well as a request for what our price of oil was that day. I have verified that she was charged $3.999 per gallon. I have also verified our retail selling price on that date was $4.299 per gallon. Based on my analysis, it appears [redacted] received her delivery at a rate lower than our retail selling price for that day as a result of being in our price protection plan. We are more than happy to speak with [redacted] regarding this matter. Please advise [redacted] to contact us if she would like speak with us directly.

Thank you,

The poorest customer service of any business that I have ever dealt with. A company that has gotten to big to handle any customer service. I highly recommend finding another business to conduct business with. Extremely disappointing customer service after 3 years of being a client.

As a two year client I became very annoyed at their willingness to take advantage of you whenever possible; jacking the oil price and installing a faulty and expensive whistler that malfunctioned which they would not stand behind. They are a rip-off and should be avoided at all costs. There are many better local companies in Orange County, NY.