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BBB Accredited Business since
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Kerivan-Lane, Inc. specializes in residential fuel oil delivery in the Greater Metro area. The company also services their plumbing and heating equipment.
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A BBB Accredited Business since
BBB has determined that Kerivan-Lane, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Kerivan-Lane, Inc. include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||2|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Massachusetts Office of Consumer Affairs & Business Regulation
10 Park Plaza, Boston MA 02116
Phone Number: (617) 973-8787/888-283-3757
Fax Number: (617) 973-8799
The number is 13320.
Type of Entity
Business ManagementMr. Christopher Lane, General Manager
Number of Employees
OILS OIL BURNERS-SERVICING OIL BURNERS-EQUIPMENT HEATING EQUIP. & SYSTEMS HEATING CONTRACTORS PLUMBING CONTRACTORS-RESIDENTIAL Fuel Dealers (NAICS: 454310)
Products & Services
Kerivan-Lane, Inc. offers the following product(s): Bio Fuels, Boilers, Gasoline, Home Heating Fuels, Oil & Gas Heating Equipment, Plumbing Fixtures, Ultra Low Sulfur Diesel, Water Heaters
Hours of Operation
|M||:||8:00 AM - 5:00 PM|
|T||:||8:00 AM - 5:00 PM|
|W||:||8:00 AM - 5:00 PM|
|Th||:||8:00 AM - 5:00 PM|
|F||:||8:00 AM - 5:00 PM|
|S||:||8:00 AM - 12:00 PM|
Method(s) of PaymentCash
Automatic Bank Withdrawal
Alternate Business NamesKerivan-Lane Oil
Industry Tips27 Questions For Home Owners Buying a Swimming Pool Finding a Reliable Plumber - 5 Tips - Video Heating Contractor - 5 Tips - Video Heating Contractors Hiring a Plumber Hiring an Oil Supplier Hiring an Oil Supplier - 5 Tips - Video Read Before You Sign
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
30 Charles Street
Needham, MA 02494 (781) 444-0279 Directions
PO Box 920141
Needham, MA 02492
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BBB Complaint Process
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Additional Email Addresses
- - Customer Service
- - Communication/Mass Email
- - Additional Business Login
- - Technical Support
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: I wanted to file a complaint about oil delivery company called Kerivan Lane who mistreats customers and uses abusive language. I had called their customer service to clarify my bill and spoke to General Manager (***** ****) who used abusive language because I was my native language wasn't English. He refused to explain the bill where I had full tank of oil delivered on Jan 10 and I paid the full amount of $1029. Then within 10 days they delivered and send me another bill. I wanted to clarify because my house was empty, so it couldn't have consumed that much of oil. Also they lied to me about cleaning the oil furnace. I had HVAC professional who recommended cleaning oil furnace and the service professional kept saying he completed the job last summer and it doesn't need any service.
Desired Settlement: Don't use abusive language and run professional business without scamming customers.
Business Response: To Mr. ****** *******: First of all, you speak English very well and I had no problem understanding your question regarding the oil delivery. So let's review your question. We filled your tank on Jan.10. Twelve days later on Jan.22, we returned to make a scheduled automatic oil delivery to your tank. We delivered 31 gallons. Between Jan.10 and Jan.22, we had below average temperatures equivalent to 392 degree days. A degree day is how we measure how cold it is. As I had explained to you multiple times, because your house is empty and unoccupied, it does not mean that you do not burn oil. You still need to keep your house heated, otherwise your pipes will freeze. Therefore, the 31 gallons delivered was used to heat your house between Jan.10 and Jan.22. So that answers your question as to why you used 31 gallons. When I spoke to you yesterday on Jan.28, I explained this to you. During that conversation, you had said that a HVAC professional who cleaned your ducts, said you needed your furnace cleaned. Even though we had tuned your furnace for the prior owner before you purchased the home, I had told you that we will be happy to tune the furnace again at no charge. Therefore, we tuned it up yesterday. Today on Jan.29, you called my cell phone and again started talking to me about the 31 gallon oil delivery. Again, I explained to you multiple times as to what took place. I did lose my patience because this is not a difficult concept to understand. I apologize for losing my patience and my poor choice of words. I think it's best we do not do business and I will write off the 31 gallons delivered. As of this moment, your balance is zero. Just as my words to you when I lost my patience were not necessary, your harsh words to describe our company and its practices are inappropriate. Any action to defame our company or its employees will be dealt with appropriately.
Problems with Product/Service
Read Complaint Details
Complaint: Feb. 10, 2011 ******* **** replaced my blower motor, bearings and shaft for a charge of $499.00. Other than a squeaky belt noise and a [new] tremendous force of air from the heat vent it seemed okay. In Oct. 2011, my heat shut off and I discovered that the circuit breaker had tripped. I reset breaker and the furnace came back on. When this happened again, I called my present oil co. who sent a service tech. out. He suggested replacing the blower motor. I said that that couldn't be the problem as it was brand new. He asked me why the blower motor was so big and said that it was "overkill" but I decided to change the cicuit breaker instead. A month later the new breaker tripped. I had an electrician check the wiring on the furnace and circuit breaker box which turned up nothing. So, aprox. mid Jan. 2012, my adult son called ******* ****. He spoke to **** ******** and explained the problems we were having. **** told my son that he would get back to us. He never did. When the new breaker tripped again I had my ser. tech come out for the second time. He again suggested replacing the blower motor and I finally agreed. When I looked up the specs. for my furnace [Lenox elite 80 model OF24-105] it showed a 1/4hp blower motor. This meant that ******* **** had replaced my original 1/4hp b. motor with a 3/4hp b. motor. So we called ******* **** once more and spoke to Mr. ***** ****. He insisted the the 3/4hp motor was taken off my furnace, rebuilt that same day by a company in Dedham[I'm assuming ****** ******** ***** *** ****] and put back on. When I told him that the specs. show a 1/4hp motor he still insisted that this was my original motor and that it could have come this way from Lennox. I told him that this explained why it was blowing the air so forcefully compared to before replacement and was causing the breaker to trip. ****** **** * improperly replaced my original motor with one 3 times the hp. I said that possibly they were given the wrong motor[from ****** ******** ***** *** ****] and he stated that they had never been given the wrong motor before. When he told me " you can talk until you're blue in the face", I immediately ended the call and decided to do some research. 1. Called Lennox [maker of my furnace] They confirmed that my furnace came with a 1/4hp blower motor and would not be set up to accomodate a 3/4hp motor. 2. Called my ser. tech who installed the correct b. motor. He stated that he didn't know why they put such a large b. motor in and that some of the hardware in that compartment had been removed to fit it inside! 3. Called ****** ******** ***** * **** in Dedham, they said that most motors are not worth rebuilding, that they have many new and some rebuilt motors and always replace with the same hp unless requested otherwise. He suggested that ******* **** probably had that 3/4hp motor. 4. Went online to ********* [maker of motors] They have a "time saving motor replacement tips" page "prepared for the motor replacing serviceman" It states that replacing a motor with larger hp can cause the motor to be underloaded which can cause it to overheat and cause overload trips aka tripping the breaker. Too strong a motor causes overheating! Also states that amps is more important than hp when replacing a motor. My present blower motor has 5.9 amps. Fasco states a safe replacement range would be 4.50-6.6amps. ******* **** 's 3/4hp draws 11amps [printed right on the motor]! This 3/4hp motor definitely caused all my problems. I lost my heat several times for an hour or so at a time. The breaker wouldn't always come back on right away, evidently because the motor had to cool down. I changed a perfectly good breaker and also had an electrician check the wiring. This has caused me alot of stress and aggravation as well as time and money. Since the 3/4hp motor has been replaced with the correct hp by my current oil company everything is running smoothly.
Desired Settlement: I would like my $499.00 back and they can have their 3/4hp motor back.
************ did not bill the customer for the motor. The $499.00 is for rebuilding the blower shaft and the bearings, NOT THE MOTOR. The customer keeps insisting that ************ billed her for the motor.
Mr. **** is well aware (per phone conversation on 2/6/11) that I did not pay for the motor replacement because I had purchased a a service contract with my current oil co. I can find out the cost if needed. So, that was a "empty" offer. During our conversation, I explained to him that I felt that the job was poorly done and that they were unfairly enriched (499.00). Mr **** told me that he had my records in front of him. He stated, several times that the records showed that my motor was taken out , rebuilt, painted and reinstalled. Now, suddenly there is no mention of that. I feel that I have been taken advantage of. I thought his company would have more integrity than this! I still feel that I should be reimbursed for part of the original expense. Why can't you be fair and do the right thing!
Dear Ms. ****: