Woodfin Heating, Inc.

Review: My account with Woodfin Oil has been closed for over one year. I have not received any billing statements or contact from them in over one year.

Received a "Collection Letter" from [redacted] , Inc on October 14 , 2014 for $21.31 and have NO RECORD of receivig such a bill from Woodfin Oil.

Upon calling Woodfin Oil they were unable to provide me with the reason or date for the bill of $21.31 and referred me back to [redacted]....Desired Settlement: Copy of ALL Billing Statements that were sent to me for this bill of $21.31

Business

Response:

Revdex.com spoke with [redacted] from the company and she stated that the complaint has been resolved.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Still awaiting letter from Woodfin Oil that the account is closed with nothing owed on the account and latest Collection Agency request was in error.

Regards,

Consumer

Response:

I have received the letter from Woodfin Oil the collection company was in error. Thank you for your help.

[redacted] came to our home to conduct our annual electrical inspection. He was thorough, professional, courteous and provided specific information about all our concerns. He explained everything in layman's terms and also included recommendations. He never pressured us in any way to buy any product. [redacted] was excellent.

[redacted] inspected our home today on our electric service contract. He was prompt in arriving and immediately set to work. As he worked through the house he gave us very useful recommendations about wiring and outlets, and answered our numerous questions. The entire experience was very positive.

Knowledgeable, efficient

I just had a 22KW natural gas powered emergency generator installed by Woodfin. Over the length of the job it was a Woodfin team effort and all the technicians who worked on the job were knowledgeable and courteous. The Master Electrician who tested the generator and turned it over to us this afternoon was Patrick M[redacted]. He did an excellent job of showing us the status indicators and how quickly the generator took over the load when external power was shut off. He answered all our questions and did a great job.

Just had [redacted]. from Woodfin help out with an electrical issue we are having in our Century-old home. He will return Friday to finalize the estimate. This company has been our go-to for heating, AC, and plumbing many times before, and we trust them to do a good job for us. [redacted] was so very pleasant and courteous, as all their staff are. I highly recommend them.

Woodfin Heating is a wonderful company. Their employees are very professional and I would recommend them to anyone. My experience with their company is always great.

[redacted]. and [redacted] from Woodfin came to our home during the time period expected (between 12 and 4) to fix some clogs in our bathroom sinks (tub and vanity). We have Woodfin's plumbing protection plan, which we have had to use on occasion. Both [redacted] and [redacted] worked quickly and efficiently, fixing the problem within 15 minutes of arriving at our home. They explained what the problem was, offered solutions and didn't charge us for the visit. We highly recommend Woodfin, especially these gentlemen, for your plumbing repair needs.

Fixed the leak right away. Polite and knowledgable

James S. #23 was very nice and thoroughly checked out the problem. James also had installed the system in our home in June, and I found him then, to be someone I did not mind working in our home. He is valued employee to have in your employ.

This was my second problem in about a month. Eric investigate the problem and was able to troubleshoot it while explaining what he was doing and confirming his a This was done in a single visit and a trip to obtain parts. He removed and replaced.parts and then tested the system. In addition he adjusted the temperature set point to allow a more efficient use of the system as we employ it.

Good service from Woodfin

We had a new hot water heater installed. Chris stayed late, got extra parts when needed, checked and double checked our system to be sure it worked with no leaks, and was pleasant and helpful throughout.

William was professional and extremely helpful. He explained in detail everything that he suggested we do to improve the electrical system and safety of our home - and he never pressured us to make any of the repairs.

good service

James (representative #11) was great. Great customer service, very personable while at the same time educating this customer on the ins and outs of oil heat. James was prompt, polite and enjoyable to talk to - went above and beyond today on our annual boiler tune up.

Review: A Woodfin salesman promised and quoted 2 air cleaners in the $11,647 contract for 2 air conditioning and heating systems. I was extremely excited that I would get air cleaners since my family suffers from allergies.

There were numerous issues during the installation. The installers had switch the downstairs and upstairs unit due to miscommunication with the salesman. Air vents modifications were different from what was discussed with the salesman. Additionally, I had asked that the old panels be kept on as I didn't want to expose the unrepaired holes, but the installers removed them.

When installation was completed, they failed to tell me the air cleaners weren't installed. When asked about it, the installer said they couldn't be installed due to insufficient space and the salesman was notified of this. But when I talked to the salesman, he made no mention of it and had offered to drop off filters for the nonexistent air cleaners. If I had not inquire about how to install the filters, I would have been led to believe I had the 2 air cleaners and wouldn't have found out until I went to replace the air filter a year later.

Upon further inspection by the salesman on next visit, the upstairs unit could be installed but the downstairs couldn't. If I had known about the inability to install air cleaners, I would have sought a second opinion or went with a different company. The salesman offered to install the upstairs unit and a $200 billing adjustment for the downstairs unit, but would require me to take a day off from work in addition to the 2 days that I had already taken for the incomplete installation. I refused and had asked to speak with the sales manager and was subsequently hung up on. Several bills was sent to me for the unfinished work. After 2 months of waiting, I received a call from their billing department. They wanted to know what was keeping me from paying the bill. I proceeded to tell them that the work is still incomplete, and I was finally put in contact with sales manager.

The sales manager offered me a $300 billing adjustment and an installation of the upstairs air cleaner. I refused since that would cause me to lose income from taking off from work for something that should have been done the first time around. After heated discussions and 2 months of waiting, I did not feel that we would come to an agreement to the compensation. Based on my unpleasant experience so far, I decided that I did not want them in my house again and wanted $1,000 for the parts and labor associated with installing 2 air cleaners. The sales manager didn't think that I deserved it and offered me $700. I had wasted an excessive amount of time on the matter and did not want to spend any more time. I reluctantly took the $700 and will be stuck with the allergies associated with the absence of air cleaners for the next 20 years.

During the discussion, I was left with the impression that these occurrences happen all the time, and I was being unreasonable with my requests. The salesman gave a lot of promises that were not kept and did a poor job of communicating with the installers. The sales team were unapologetic. I’m very disappointed in my experience since I've heard great things about the company.Desired Settlement: I think that the business should apologize for the terrible experience and for making me wait 2 months for a phone call. In addition, the business should implement changes to improve communication between the salesman and installers. I would also like to be fairly compensation for the missing air cleaners.

Business

Response:

On June 5 and 6th, 2014, we installed two air conditioning systems for the customer for $11,647. Prior to the installation, Woodfin, at no cost to the customer, filled the customers system with [redacted] refrigerant so that the customers, who were expecting a new child, would have cooling until the units could be replaced.

The upstairs system was increased form 1.5 tons to 2 tons, with necessitated increasing a few duct runs from 6” to 8”, requiring our installers to replace the customers grills with larger ones for the required airflow. During the multiple conversations listed below, the customer never made any mention of any concern with the new grills.

As part of a promotion, both systems were to receive a free air filter installed. During the morning of the second day, the customer contacted the salesperson and requested to extra air filters be dropped off, to which the salesman agreed and communicated he would call to schedule a time to drop the filters off once he had picked them up. The salesman then called and scheduled the follow up meeting for the 12th. Later that same day, the installation crew determined that an air filter was not able to install on the downstairs system, but did not convey that information to the salesman until the end of that day. The installation crew also failed to install a filter on the upstairs system, which was clearly a mistake and most certainly our fault.

During the meeting on the 12th, the salesman communicated to the customer that we were not able to install the filter on the downstairs system, and offered a ** bulb as an alternative. While checking the upstairs installation, [redacted] also discovered the air filter had not been installed either. The customer was not sure if he wanted the ** light in lieu of the downstairs air filter so the salesman communicated to the customer that he would discuss the matter with the sales manager and follow up to make arrangements to finish the work, to which the customer agreed.

Over the next few weeks, the salesman and customer had several phone conversations in an attempt to come to an amicable resolution and schedule the omitted work. The final conversation between the two consisted of the customer requesting he be given two 10-year service plans, a $1500 value that was offered for purchase at the time of the sale, but the customer declined. The salesman stated that he would need to speak with the sales manager, but DID NOT hang up on the customer.

The sales manager left several messages with the customer in July in attempt to resolve the issue. Statements were generated and sent to the customer on 7/7 and 8/6 with no return call from the customer. On 8/11, the credit manager called and left a message with the customer. The customer returned the call on 8/12 and communicated that payments were not made, as he was unhappy with the installation.

On 8/20, the service manager and the customer spoke. We offered a credit of $200, an extra year maintenance agreement and a case of replacement filters for the downstairs unit. The customer responded with another request for the 2 ten year agreements ($1500 value.) As the conversation had become heated, both parties agreed to talk early the following week.

During the next conversation, on 8/26, the customer agreed to a $350 credit for the downstairs filter and to schedule a time for us to install the upstairs filter. When the install department contacted the customer to install the filter, the customer would only allow the installation to occur that [redacted] ([redacted],) which we could not do as duct shops are not open on holidays for us to get the needed transitions to complete the work. The customer then refused to schedule for any other day, even the following Saturday. We offered to come before, or after work to take the needed measurements so we could have everything ready and install it on any Saturday, but the customer refused, saying he had a new baby and did not want us to come in his home and requested a $1000 credit. Unable to reach an agreement, the sales manager once again asked the customer to think about how we could work it out so we could come install the filter and that a follow up conversation would occur on 8/29.

The sales manger called the customer on 8/29, and in an effort to remedy the situation, offered the two 10 year service agreements previously requested by the customer. The customer declined the offer and did not want us to come out to his home again to even install the upstairs air filter. The customer asked for a $700 credit, to which we agreed and once again apologized for the inconvenience. A statement reflecting the credit was sent out on 9/3 and we received payment on 9/12.

As stated above, we did make mistakes during the installation process, of which I am very sorry, as that is not the manner in which we conduct our business. We did in fact make several attempts to rectify the situation, making several different offers for completion, credit or extended service agreements. In the end, we agreed to credit the $700 requested by the customer, a figure that he came up with, not us. While we could have done a better job communicating during the installation process, I feel we made every effort possible to rectify the situation to the customer’s satisfaction by agreeing to the credit he requested during the final conversation. If the customer had requested a credit of $1000 during the conversation we would have agreed to give him just that. As such I am willing to refund the customer $300 as I feel we could have done a better job communicating during the installation.

Consumer

Response:

Yes, Woodfin did filled the system with refrigerant so I can have AC temporarily at no cost. For that, I am grateful.

The new grills are fine after I had corrected the installers and called the salesman on spot. It was just one of many blunders of that day. To be clear, I am satisfied with the new grills as they are now.

During our discussion prior to the installation, there was no mention that the air cleaner was part of a promotion and free. It was not until after I found out that they didn't install it, it became free and cost nothing. The replaceable air filter that the cleaner used was free. And since there was no air cleaner, there isn't much need for the free air filters. I had requested numerous times to get an itemized invoice so I know what I actually paid for and what was free. The business refused saying that the contract was the invoice. The contract made no mention that the air cleaner was free. Regardless, air cleaner was promised and listed in the contract. It costs the business to provide that product and labor. And it did influenced my decision to hire the company.

A ** bulb was offered as an alternative, but that does nothing to help with my allergies. ** kills mold and bacteria but doesn't filter particles. They perform different functions with no overlap. It was not an alternative and the salesman should have known. It was something offered that I did not need to replace something that I needed and agreed upon in the contract.

The sales manager did not call me in July and no messages were left. I can prove this with my phone company. If I did receive a call, I would have called back just like I did when the credit manager had called me 2 months later.

I had actually requested to do the installation on ANY Saturday or Sunday because I could not afford to take another day off work. The business refused not because it was a holiday. As we all know, [redacted] is always on a Monday and never on a Saturday. They had wanted 2 weekends to do the job. One to take measurements and another to do the installation. As I had already invested the 2 days needed for the installation, two more weekends is unacceptable. It was at that moment that I felt uncomfortable letting these people in my house again.

I had initially requested the $1500, 10 year service agreement, but the sales manager refused. Several days later, he offered it to me and I refused. The reason is because during that time, I had learned that service agreements such as these were the most profitable product a company sells. Because the systems I purchased were expected to last over 15 years I would have gained little benefit from the service agreement. In addition, after the unpleasant experience, I wasn't sure if I wanted 10 more years of that. I am sure now. I definitely don't want 10 more years. Woodfin would rather offer me $1500 in services than give me a credit of $1000.

The $700 credit was not requested by me and was offered to me in lieu of the $1000 I had requested. If they had agreed on the $1000, we wouldn't be in this position now.

Robert and James came out promptly even in the snow. Professional and explained the problems to us. Will definitely use this company again.

We had 30 gallons of heating oil left (we use about 5 gallons a day), so we ordered 100 Gallons of heating oil from Woodfin (since they are only a few city blocks from us) on Feb. 9th. We were told the delivery would take place on Feb.10 and were charged for the delivery on Feb. 11th. All other heating oil companies charge you AFTER they deliver the oil, so we figured it was delivered as scheduled and charged. We ran out of oil early Feb. 15. Because we had no heat and it was expected to get down into the Fahrenheit teens, we contacted their "24/7 emergency line" and they said they would get someone out right away... I called back later that day, and they said someone would call and get it delivered first thing on Monday. After dealing with a heat-less night, Monday rolls around and no call. So we call them back and they want to charge us a second time for the same delivery and that someone would be out shortly. After calling back at 3pm, they say someone may be out after 5 pm that day. While our patience was running thin we tried to be as cordial with the customer service staff as possible, but that was even made difficult because 2 out of the 5 calls made, the staff was short tempered, unknowledgeable, and unhelpful.

I later called another heating oil company, Capitol Oil, on Monday afternoon and they were able to deliver heating oil even before Woodfin... more than a whole 1 week faster than Woodfin. As a result of Woodfin's ineptitude, out boiler's pipes froze and we were without heat downstairs for 6 days with some of the coldest temperatures on record and on the 7th day, those pipes started leaking. Tried getting an "emergency plumber" but eventually had to go with another company, because again, Woodfin took their sweet time and has no sense of urgency or customer service.

This company has been blacklisted from this property and all other rental properties I own and I strongly encourage new customers to look elsewhere first.

Been a customer of woodfin for over 30 years. I always called them to schedual a heating oil delivery until this time when I [redacted] their phone number it had a web listing that had an option of texting them. I figured I'd give it a try to set up a phone call to schedual a delivery. Surprise surprise been over a day and no response back. I have learned not to trust any automated service of woodfin ever again and will be calling them to talk to a human from now on and tell them their response time in the texting dept are severely lacking.