Complaints

• Initial Complaint

  05/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ** December 2022 I scheduled an oil heating furnance tune-up with Massey ************ I had not noticed any problems with my furnance prior to scheduling this appointment. **** service technician informed me after using his vacum that because of the sound of the debri that was coming through the vacum's tube that he would have to shut my furnance off because of the potential of carbon monoxide fumes in my home. The technician also cited the furnance missing cap of some sorts. I shared with him that I had a carbon monoxide detector in my home and that we had not had any symptons of headaches or anything else that might be associated with carbon monoxide poisoning. He cut my furnance off, wrote up the ticket and I signed it and he left. This was very concerning to me. I had the furnance serviced the previous fall by another company and nothing major was cited. I called and voiced my concerns to the service supervisor and within a week they agreed to send another technician over to give me a second opinion. That technician's name was ****. He assessed the furnance and said that a cap was missing and he would see if he could locate a cap that would fit over a tube. He left and returned late that evening. I understood **** to say that he fashioned a cap from some wast materials that were in the shop. The cap did fit according to **** and he was able to turn the furnance back on after reconnecting a wire that the first technician had disconnected. **** left and there was no ticket written up. Two days after I paid for the initial service charge of 204/00 dollars, i get another bill from Massey *********** for ****** dollars. I immediately called and spoke with the service manager and reminded him that the second technician coming was suppose to be a second opinion assessment, and asked at what point had that change? I have spoken to personnel in their their billing department and *******************. I would like to see this resolved. Thank you.

  

  Business response

  05/19/2023

  The customer indeed called in to have his oil furnace service and we scheduled him for service. Our senior technician and has been with us the longest amount of time was dispatched on 10/17/2022. Our technician reported that during his inspection that he believed that the heat exchanger had rusted out, that he could hear the chunks of metal and rust debris his vacuum was picking up. The technician determined the unit was no longer under warranty, which he reported to the customer and suggested the unit be replaced. We received a call in the service department from the customer stating that he didnt understand why we had to condemn his unit, so I explained and initially he asked me to get him a quote for a new furnace, which we did. After receiving the quote, the customer became adamant that he had been getting service from another company and had not had a problem. The customer stated he has a carbon monoxide detector and for that reason we shouldnt be concerned about the issue we found with the furnace. After discussing the customer's issue with management, we decided to send a different technician to the customer's home for a second opinion. The second technician was dispatched on the 20th. The second technician discovered there was rust in the heat exchanger and flue pipe, which is an indication that the heat exchanger is deteriorating and the metal is thinning.  The second technician discovered the cap for bottom cleanout was missing. The second technician fabricated a cap for the bottom cleanout from sheet metal. This fabrication required the second technician return to the shop to complete the fabrication of the bottom cleanout cap. This cap ensures the furnace operates safely and efficiently, by preventing fumes and soot from being released from the furnace. This was a 25 year old furnace. Prior to this service, we had not serviced the customer's equipment since 2018 which was the only service we have a record of preforming for the customer prior to this visit.  Based on the time and material the company spent on the customers service calls, the charges are more than fair. We have decided to zero out this customers account so that future contact and business with him are not required.

  Customer response

  05/20/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution. The first technician said that there was a cap of some sorts missing, and I was told that this second visit from the technician was a second opinion and not another service charge. I have an issue with that because at minimum I should have been notified that if I wanted to second technician to continue to pursue a solution that it would be an additional service charge. I would not have okayed an additional ****** dollar service charge. Thank you.
  
  Regards,
  
  *********************
  
  
  
  
  

• Initial Complaint

  12/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We have been. MW&W customer for 20+ years. We used to be on auto fill but experienced multiple outs and, in fact, had our fire department make a call at 2:00am due to gas odor when we ran out. We decided to go on will call status and have been fine for 5+ years. Last week I called to order propane. Unfortunately I mis read the gauge and discovered on Sunday, 12/25 we were below 10%. It has been below 30 degrees for six days and gas usage drained us. I immediately called Monday and asked for emergency help. No response. Tuesday they said no help. Today no schedule. It is 61 degrees in our house and isnt going to get warmer thats for sure. We bought 800 gallonsof propane in Aug on a pre buy. We made a mistake in reading our gauge. Id be willing yo pay overtime to get delivery

  

  Business response

  01/04/2023

  We are sorry to hear that our customer ran out of gas.  We ask that customers call when the have 30% remaining in their tank to give us time to get to their residence.  The period of time in which the customer needed a delivery, the weather was extremely cold and it was during the Christmas holiday.  Our dispatcher did what he could to expedite the delivery to this customer. The wait time we have been telling our customers is seven to ten business days after the request.  This delivery was made on the fourth business day, December 30th, 2022. I apologize for the inconvenience the customer experienced with their delivery.     

• Initial Complaint

  12/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered propane for my address a month ago. Every time I call to ask where the propane is, there is a separate excuse. O eve, they said they couldnt find the house, another said it was on the way, and today they said the truck broke down. The weather is about to be in the single digits, its Christmas, and my kids and I havent been home in weeks because there isn't any heat. Hotels cost us money, as do hanging at friends houses and such. If my pipes burst, itd be my fault, but I have no heat to protect myself.

  

  Business response

  01/24/2023

  A review of this account revealed a delivery order was placed on December 2, 2022.  The delivery was made on December 3, 2022.  It is unfortunate that the customer added an additional delivery location to this account on the same day the delivery order was placed.  The delivery was made to the original delivery location of **** ******* Rd.  The last delivery on record for ********************** is October 31, 2018, which this complaint is regarding.  We ask all will-call customers call when the tank is on 30%, to give us enough time to get to the customer before they run out of fuel.  The delivery was made to the ********************** address on December 23, 2022. It is unfortunate that there were unforeseen delays in getting this address a delivery.  We will strive in the future to avoid delivery delays. I apologize for any inconvenience the delay in this delivery may have caused this customer.     

• Initial Complaint

  10/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Have been trying to get a delivery of propane for last 2 weeks. When day came and went for day they said would deliver called again to be told another day. They keep promising to deliver on particular day and yet no delivery. Would like to understand why they won't deliver. It's getting cold and need propane for heat.This has happened repeatedly over last 3 years.

  

  Business response

  10/18/2022

  Thank you for the opportunity to discuss this matter.  We have serviced this customer since ****. The account is set up as a will call account.  This type of account calls when they need a delivery.  We try to accommodate all of our customers, will call and auto as quickly and efficiently as possible.  We do ask will call customers to call when they are on 30% in order to give us time to get a delivery to them.  We ask that our will call customers provide us with the amount on the tank gauge so we can deliver prior to an account running out. This customer can switch to the automatic fill status, where we fill the tank based on historical use and avoid runouts in the future. In order to offer best pricing and no added delivery fees we try to deliver as many customers in an area as possible.  It is however not our practice or policy to have a customer waiting for such a long period of time.  We apologize for the inconvenience the delay in her delivery may have caused her.  We will strive in the future to keep any delays to a minimum.  We appreciate her business and hope to provide better service in the future. Our delivery department strives to provide excellent, prompt courteous customer service and deliveries;it was an unfortunate incident that this customers delivery was delayed.
  
  

  Customer response

  10/19/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  
  
  
  There was no explanation as to why delivery does not occur when told there will be a delivery.  Being a will call customer has nothing to do with your lack of service.  Nor did you address as to why it has been as issue for the last 3 years.  Management of the service department also gave me no valid reason as to why delivery does not occur when promised.

  

  Business response

  10/20/2022

  TAs relayed previously, it was unfortunate that the customers delivery was delayed.We strive to keep delivery delays to a minimum.  It is not our policy to guarantee a delivery date for fuel deliveries.
  A review of our records indicates that the previous deliveries the customer is referring to were made in a timely manner as follows:
  Customer Called: 1/18/2022       We Delivered:1/28/2022 (5 business days - within or 7 to 10 business days)
  Customer Called: 12/06/2021     We Delivered: 12/10/2021 (4 business days)
  Customer Called: 10/18/2021     We Delivered: 10/19/2021 (1 business days)
  Customer Called: 2/10/2021       We Delivered: 2/12/2021 (2 business days)
  These deliveries do not reflect what the customer has said regarding her previous deliveries. 
  
  

*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. ↩