Complaints

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been long-standing customers (over 10 years) and have utilized Viking for oil delivery and service/maintenance of our heating and cooling systems. We have faithfully had our heating system serviced every fall. After our last service in October 2023 we were told that there were no problems. Last week we had an issue with no heat in the downstairs zone. When your technician came out he he told me told me that we needed a heating a plumbing company to fix a problem with the zone. I was told by him that the only issue was in the downstairs zone and the rest of the system was fine. He was concerned that the problem was related to anti-freeze in the system. We had another company come out and they took the pictures Clearly this type of damage did not happen overnight and was most likely present in October 2023. The second company states this is related to anti-freeze that has been in the system for many years. They felt that the system had not been appropriately maintained. We are now looking at a $32,000 cost to replace the entire boiler. I am told that is a preventable problem with appropriate service. Again we have had Viking service this system annually for over 10 years. We have documentation of all the invoices we paid for this service. We were never told of any significant issues. When we spoke with a representative from Viking they stated that they do not deal with antifreeze and do not know where it came from. They refused to accept any responsibility for the damage. Yesterday while inspecting the damage we found documentation from Viking regarding antifreeze and a service on they performed 10/22/20 - we have a photograph of the service record that was attached to the unit in which the word antifreeze is clearly printed on the date of 10/22/20. We feel that at a minimum all service fees paid should be refunded. We believe they owe money for replacement due to their negligence and we are willing to pursue litigation to achieve this.

  Business response

  07/08/2024

  Late response to complaint. I apologize for the late response. I thought that this was taken care of by the customer already. We sent Mr. ****** a second Contractor for a second opinion. We found that he was given incorrect information originally. There was no damaged done by the antifreeze that was in the system. The only issue he had was with the boiler’s vent gaskets on the exhaust side of unit. Nothing water related. We gave him a quote for replacement

• Initial Complaint

  05/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I receive a voucher from ********* **** for an oil delivery. I then contacted Viking Fuel to let them know I was approved. I was informed by the ******* ****** ******** office that Viking Fuel would receive an email from ********* **** with the approval and voucher information. Per approval by Moses, Viking delivered the oil but I noticed it was not the amount the voucher they received indicated; therefore, I contacted them (Moses) to let him know. He apologized and sent a driver out to deliver the remaining balance of oil. Viking Fuel (Moses) is now coming to me today, months later to request that I pay for the last delivery (about $290 which was the approximate cost of the balance of the oil that they shorted me. I was never billed or informed prior that I would need to pay for the oil. The reason I received the voucher is because I can't afford to pay for the oil and therefore received assistance. I am told the company receives clear information from ********* **** with regards to the way the voucher is to be used/honored and how oil is to be delivered. The approval comes from ********* ****, not from the customer. I am in no way responsible for Viking Fuel's error even if they were trying to help me by correcting their original error. Seems like this is something their auditing team should have picked up and checked prior to oil being delivered; therefore, I am not liable or responsible in any way for oil that has been consumed so late in the game. This can be easily remedied by Viking Fuel accepting this as a loss due to their management/supervisor and not something at the expense of the customer. It's a minor loss for a company such as Viking and definitely not something I can afford to fix for them.

  Business response

  06/13/2023

  **** ********

  Viking Fuel has removed the charge of $ 270.53 from the account belonging to ******* ******** of *** **** ******* ******* ************ therefore Deirdre's account is now at a "0" balance.

  Sincerely

  Seth R*****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩