Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have had no air or heat in 7 months. We are under warranty and have a service contract at our home. They have been out about 10 times and now still haven't fixed problem and won't call me back now to come up with a solution. Martha S******** has had a stroke so im thinking this is why they not calling back. I've been told by people at Griffith energy that the reason I've been having problems is because they never kept up with the service contract they canceled a month later I've had nothing but problems

  Business response

  01/09/2025

  Thank you for reaching out to us! Our District Installation Manager, Dana M******* contacted the customer to schedule a service visit in order to complete any unresolved issues. 
  

   

  Customer response

  01/14/2025

  Again they called set up appt to come i have someone stay home from work the moment we call our of work now they cancel again for 2 days this is what i deal with daily worth them they are trash

• Initial Complaint

  12/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This company is impossible to speak to. If you’re lucky enough to reach a human, they never have the resources or ability to help. You always have to be transferred and placed on hold. They forced us to replace our tank (which was fine) and put us on stop service. Once the tank was replaced, they kept us on stop service and wouldn’t lift the halt. IN THE MIDDLE OF WINTER. I waited weeks on hold and trying to reach the right people before we finally ran out of oil and I had to call another company. Meanwhile, they had an erroneous charge on my account and now I’ve been chasing them this week for a refund. No one will help me. No one will answer or call back. They deflect. They tell you to relax. Worst oil company. Worst customer service I’ve ever experienced in my life.

  Business response

  12/20/2024

  Hello and thank you for reaching out to us. We apologize for any communication issues with our team members that the customer may have experienced.

  We recently installed a new oil tank at the customer's landlord's request earlier this month. 

  The customer's balance is $0.00.

  Please let us know if the customer would like for us to resume deliveries or if she has made other arrangements.

  Thank you very much for your assistance.

  Customer response

  12/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response. 
  
  Sincerely,
  
  ******** ************

• Initial Complaint

  11/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of incident - Nov. 1 2024 Overview Called and canceled service with Griffith Oil early this year because they kept invoicing me for future oil use to prepare for 2024. I asked them to stop sending me invoices for oil I have not ordered and said I would decide on a company when winter arrived. Came home last night and they had filled up my tank and left a bill for over $600. I no longer have service with this company and did not order any oil. I called the number and the lady yelled at me several times saying she can't help me and that they would look at it Monday.

  Business response

  11/04/2024

  Hello and thank you for reaching out to us.

  Mr. **** signed up for Automatic Fuel Delivery service with us in December of 2023 and received a $125 Free Fuel Credit for choosing Automatic Delivery rather than Will-Call Delivery status.  

  We have attached a copy of the Welcome Kit that Mr. **** received at that time along with his electronic signature.

  Please let us know if there are any additional questions or concerns as we look forward to continuing to provide the customer with the best combination of timely oil delivery service at everyday low prices.

  Thank you very much.

   

   

  Customer response

  11/04/2024

  
  I am rejecting this response because:

  I called and canceled my account with them. I did not put anything on hold.  I told them I would call them in the winter if I wanted to continue to use their service in The future  

  The reason why I canceled is because they started billing me for future use saying it was in my best interest to pay them ahead of time so I wouldn’t have to pay a lump sum in the winter.
  

  I told them I was not comfortable paying them almost $300 a month through the summer without knowing what the cost of oil would be when winter came so I asked them to cancel the account not put it on hold  

   I have called numerous times and asked them for proof of this for contracts and I cannot get them to call me back or respond  

   I always get sent to some call center. They say they’re writing a ticket for me and that’s as far as anything gets.  

   The only response I have received from Griffith is through the Better Business Bureau chain that is happening right now.

  
  Sincerely,
  
  ******* ****

  Customer response

  11/11/2024

  I have called numerous times and Griffith will not return calls and will not cancel my account.  I paid for the oil they delivered against my request.  Please tell them to cancel my account since they seem to talk with you.

   Currently a new premier membership has showed up over the weekend and they plan to charge me $299 for this.  I have called three times to ask for them not to charge for this upcoming invoice.  I do not have an active account with Griffith but they keep adding charges on my account and keep delivering oil.

   If this continues, I will be hiring a lawyer.

   Thank you.

   -******* ****

  Business response

  11/12/2024

  Thank you for your assistance as we work to resolve this matter.

  The $299 charge is for our Annual Service Plan. We will remove the plan and remove the charge per the customer’s request.

  Upon receipt of payment for the recent fuel delivery, we will terminate the account.

  We wish the customer all of the best with his new provider.

  If the customer needs any delivery or services from us in the future, we would appreciate the opportunity to regain his trust and reinstate the account. 
  

  Thank you. 

• Initial Complaint

  09/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed a contract with Griffith to install a new oil tank and remove and dispose of the old oil tank. $3782.00 They installed the new tank outside. When they came to take old tank out said I first had to remove a water softener tank. I did $379 Then they returned and said they still couldn’t remove the tank unless I took down a wall. No way so I had to hire Ace Environmental to cut up and remove the tank $800. After several emails with Steve M***** (comfort adviser) about adjusting the balance I owed he said that the most he could do is take off $200. I feel that the company should at least pay for the $800 removal since that was explicitly written in the contract. The last I heard from him was September 5th.

  Business response

  09/24/2024

  Hello and we appreciate the reminder to follow-up on this complaint. 

  We should have provided the customer with a more comprehensive survey for the tank installation and removal. For this, we apologize.

  We will be applying an $800 credit to the customer's account as a measure of goodwill. It should be reflected on the customer's account by 9/25/2024.

  Thank you for your assistance!

   

  Business response

  09/24/2024

  As a follow up note, we had previously applied a $200 credit to the customer's account. We will be adding an additional credit of $600, in order for the customer to receive the total credit of $800 that we referenced in the previous response to this complaint. Thank you.

• Initial Complaint

  09/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I canceled services with Griffith 6 months ago because I was dissatisfied with their service, and I changed to another oil company. I notified them by phone that I was cancelling my annual contract. In the early summer, I received a bill for to renew services. I called to tell them my services were canceled. The next month, I received a call about scheduling my annual cleaning. I let them know that my service was canceled. I then received a call from their credit department letting me know I was past due on my annual bill. I told them that I had canceled services. I just received ANOTHER bill with a late charge on it. I called and they told me that the bill had been referred to collections and hung up on me. I would love it if they would stop sending me bills. I have a very good credit rating, and I also hope that this does not affect it.

  Business response

  09/05/2024

  Hello and thank you for reaching out to us.

  It appears the service plan and associated late fees have been removed as their current balance due is $0.00. We apologize for any delays on our part and no reporting agencies were contacted in reference to this customer's payment activity.

  We thank this former customer for their patronage and wish them all of the best with the new provider.

  If we can ever be of assistance in the future, we would appreciate the opportunity to regain their trust and their business!

   

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi, In November 2022, I called this company and asked to cancel all my plans with this company including service plans and auto-delivery of oil. I was planning to switch from oil to electricity so I told the costomer service, if I need oil delivery or any services from this company in the future, I will call them to schedule it. After this call, I only needed oil delivery 2 more times, which I called and scheduled it and paid for it. Despite my request to cancel any auto-delivery, the company delivered oil to my address when I was not home, without my knowledge in Feb 2024 (when I had already switched to electrity and did not need oil anymore). They left a receipt for $1150 at my door for oil delivery to an empty oil tank (the tank was empty because the oil system was removed from the house). I called the company and told them that I did not request this delivery and do not need this oil, since I have switched my house to electricity. I told them they can come and take the oil from the oil tank, since the tank is not connected to anything in my house. The customer service said they will speak with the manager to resolve this issue and get back to me. Despite my multiple follow ups the manager did not get back to me. Last week, I got a letter from a collection company for this unpaid bill. Again, I spent several hours calling the collection company and Griffith energy to ask them to take back their oil or remove this bill, but they have not got back to me. I have never signed any agreement for services, plans or any auto-delivery with this company. In fact, I have called them multiple times in 2022, as a new owner of our house to cancel all service plans and auto-deliveries. This seems like a fraud to me. I never requested this oil delivery, which I have been billed for and now the bill has been sent to a collection company which is going to affect the credit score of me and my family.

  Business response

  07/17/2024

  Thank you for reaching out to us in regard to the his customer's complaint.

  Unfortunately, we do not have any record of such a request up until the account was terminated as 'Conversion to another fuel source' in April 2024.

  As a goodwill measure, we have offered to pump out the last delivery and credit that invoice off of this amount due to us. We would also credit the late fees associated for the past due balance if the customer chooses to pay the revised balance due.

  Credit for last delivery in March 2024: $403.30

  Credit for Late Fees:                            $53.56

  Total Credit:                                         $456.86

  Also, if the customer has converted to another fuel source, the customer should have also contracted with a certified tank company to have the tank properly removed and disposed of at the customer's expense.

  Thank you.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On April 23rd, I received a bill from Griffith Energy for $824.65 ($525.19 oil, $299.46 propane) for fuel I did not order. When I called customer service to understand the situation, I was informed that an account had been set up for me on 3/18/2024 for oil and propane. An investigation began when I explained to the customer service representative that I did not order any fuel. She determined that the fuel was delivered under the previous owner's account, had an automatic delivery set up, and that the bill was initially sent to him, I will not be paying any portion of the bill Griffith Energy has sent. This is an unfortunate outcome, as I had hoped Griffith Energy would see the long-term benefits of correcting this error. In a bid to resolve the issue in a win-win scenario, I have made a very fair offer to lease the tank from Griffith Energy per the company's guidelines. Unfortunately, Griffith Energy has failed to respond to the offer with approval or a counteroffer of its own. Griffith Energy refuses to lease the tank fairly. I expect to receive a check in the mail within 10 business days for $431.91 after retrieving the tank (May 20, 2024). This is the cost of the fuel that was in the tank according to Griffith Energy's own billing information, that fuel belongs to me as the fuel was transferred to me in the sale of the home.

  Business response

  05/20/2024

  Thank you for reaching out to us.

  While we understand the customer's perspective, we firmly believe the account was accurately established with us for both the heating oil and propane deliveries. The Account Executive that assisted the customer with establishing the account has over 30 years of industry experience with Griffith.

  This said, we have collected our property (the propane tank) and adjusted off the deliveries. The balance due is now $0.00.

  A credit refund request was issued for the propane inventory for the gallons in the tank at the time of pick up. Please allow 2-4 weeks for the credit refund process to be completed.

  We wish the customer all of the best with his new fuel provider. If we can ever be of assistance in the future, we would appreciate the opportunity to regain his trust and business.

  Thank you for working with us!

  Customer response

  05/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  05/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  02/22/2024 $1487.50 ENERGY ASSISTANCE no resolution

  Business response

  05/01/2024

  Thank you for reaching out to us with respect to this situation. Our Billing and Energy Assistance Teams are aware of this issue and the refund process is underway. We apologize for the error as were the funds that were incorrectly sent to the wrong refund account. Our key contact, Ms. *****, is working to expedite the refund of the state funds once they are available.

  The email address for Ms. ***** is correctly listed in the complaint and remains the key contact for the customer.

  Again, we are very sorry the delay with this process.

  Customer response

  05/07/2024

  Please see attached emails from ******** ****** at ********** ****** ********* ****** ******** *** and email that was sent to the person handling our account at Griffith, Sara. We have not received any refunds from Griffith and have heard anything from anyone from Griffith Energy. Please do not close our case as this issue has not been resolved. Thank you. ***** **** 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had a ****** Heat Pump installed by SMO Energy now Griffith Energy on 2/26/2022. It had to be serviced multiples times and recharged without locating a leak. The compressor has now failed. The compressor is under warranty by ******. Griffith Energy wants to charge $1700 for repairs without an itemized quote. They said they charge a national average and will not provide a quote. They told if I have a problem to contact the manufacturer. ****** told me they are not responsible for their dealers and anyone can sell and service their products. Serial # ********** Model # ******************

  Business response

  04/12/2024

  Hello.

   

  Thank you for reaching out to us. Our local Service Leadership Team reached out directly to the customer yesterday in response to this issue. Both parties have agreed to solution and we are moving forward with the necessary repairs.

   

   

  Customer response

  04/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  2/14/24 I was contacted by ******* ****** in regards to a debt from my Griffith account. I was completely confused over any debt that I might have owed with Griffith as 1) they always had a card to auto charge (although had failed on numerous prior occasions to actually charge) 2) All Services with them had been ended 2 years prior. I received directly from Griffith a statement, no itemization and a separate mailing of a sales pamplet .3/16/22, Griffith called in regards to an oil delivery. I promptly called back and left message tanks were not low and did not need at this time. On 3/22/22, Spoke again and repeated tanks not low no delivery needed, from what I can remember the winter was mild. On 3/30&3/31/22 spoke again to a CSR, saying that the oil was not needed at this time. Finally on 4/18/22. I got ahold of Shelly, explained to her the oil was not needed, we were still 3/4 full ish and we needed to drain the fuel tanks per the last delivery driver as we had oil leaking from the top and the float had gone bad. This was needed to happen in order for a repair to be done which Griffith did not cover. No calls etc received after this Monday 11/7/22 I had taken a vacation day for my annual service agreement and maintenance for the oil furnace in the home. This was scheduled nearly a year in advance. It was a all day appointment as we only wanted Dave to service the furnace as any time any other technician had come out to service we had ended up with an horrific aftermath flooded basement, inner chamber of furnace broken etc. After waiting all day at home and no response I called up Griffith to find out what was going on When I spoke to the CSR, I was told that there was no tune up maintenance scheduled for that day. That it was canceled due to the refusal of oil delivery. Again spoke repairs … however we ended on a note that my service agreement was canceled prior when I refused oil delivery back in early 3/22 as this voided out the contract.

  Business response

  03/13/2024

  Thank you very much for reaching out to us and bringing this to our attention. Had we been advised by the customer of the need to cancel the service plans we certainly would have done so.

  As a measure of goodwill, we will have the service plans removed and credited off the account. We will notify the Collections Team of our actions.

  Thanks again!

   

*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. ↩