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South Shore Fuel

Additional Locations

Phone: (800) 464-1920 Fax: (617) 843-9494 345 Quincy Avenue, Braintree, MA 02184 View Additional Email Addresses http://www.fawcettoil.com View Additional Web Addresses

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Description

Fawcett Oil, Scudder-Taylor Oil, South Shore Fuel provides oil delivery and service, inspection, and maintenance of heating and air conditioning systems for residential and commercial clients.

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for South Shore Fuel include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 3 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

3 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 2
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 3

Customer Reviews Summary Read customer reviews

0 Customer Reviews on South Shore Fuel
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: December 31, 1987 Business started: 01/01/1890 in MA
Type of Entity

Sole Proprietorship

Business Management
Mr. Robert Fawcett, Owner
Contact Information
Principal: Mr. Robert Fawcett, Owner
Number of Employees

110

Business Category

OILS AIR CONDITIONING CONTRACTORS HEATING CONTRACTORS FUEL Fuel Dealers (NAICS: 454310)

Service Area
South Shore Fuel provides their services in ALLENSTOWN, ALSTEAD, AMHERST, ANDOVER, ANTRIM, ATKINSON, AUBURN, BARRINGTON, BEDFORD, BENNINGTON, BOSCAWEN, BOW, BRADFORD, BRENTWOOD, BROOKLINE, CANDIA, CANTERBURY, CHESTER, CHESTERFIELD, CHICHESTER, CONCORD, CONTOOCOOK, DANBURY, DANVILLE, DEERFIELD, DEERING, DERRY, DOVER, DUBLIN, DUNBARTON, DURHAM, EAST KINGSTON, EPPING, EPSOM, EXETER, FARMINGTON, FITZWILLIAM, FRANCESTOWN, FRANKLIN, FREMONT, GILSUM, GOFFSTOWN, GREENFIELD, GREENLAND, GREENVILLE, HAMPSTEAD, HAMPTON, HAMPTON FALLS, HANCOCK, HARRISVILLE, HENNIKER, HILLSBORO, HILLSBOROUGH, HINSDALE, HOLLIS, HOOKSETT, HOPKINTON, HUDSON, JAFFREY, KEENE, KENSINGTON, KINGSTON, LANGDON, LEE, LITCHFIELD, LONDONDERRY, LOUDON, LYNDEBOROUGH, MADBURY, MANCHESTER, MARLBOROUGH, MARLOW, MASON, MERRIMACK, MIDDLETON, MILFORD, MILTON, MONT VERNON, MOUNT SUNAPEE, MUNSONVILLE, N STRATFORD, NASHUA, NELSON, NEW BOSTON, NEW CASTLE, NEW DURHAM, NEW IPSWICH, NEW LONDON, NEWBURY, NEWFIELDS, NEWINGTON, NEWMARKET, NEWTON, NORTH HAMPTON, NORTH STRATFORD, NORTH SWANZEY, NORTHFIELD, NORTHWOOD, NOTTINGHAM, PELHAM, PEMBROKE, PENACOOK, PETERBOROUGH, PITTSFIELD, PLAISTOW, PORTSMOUTH, RAYMOND, RICHMOND, RINDGE, ROCHESTER, ROLLINSFORD, ROXBURY, RYE, SALEM, SALISBURY, SANDOWN, SEABROOK, SHARON, SOMERSWORTH, SOUTH HAMPTON, STODDARD, STRAFFORD, STRATFORD, STRATHAM, SUNCOOK, SURRY, SWANZEY, TEMPLE, TILTON, TROY, UNION, WALPOLE, WARNER, WEARE, WEBSTER, WESTMORELAND, WILMOT, WILTON, WINCHESTER, WINDHAM & WINDSOR, NH.South Shore Fuel provides their services in ACTON, ALLSTON, AMESBURY, ANDOVER, BARNSTABLE, BASS RIVER, BELLINGHAM, BERLIN, BEVERLY, BOLTON, BOSTON, BOSTON CLG, BOSTON COLLEGE, BOURNE, BOXBORO, BOXBOROUGH, BOXFORD, BRADFORD, BREWSTER, BRIGHTON, BURLINGTON, BUZZARDS BAY, BYFIELD, CAMBRIDGE, CENTERVILLE, CHARLESTOWN, CHATHAM, CHESTNUT HILL, COTUIT, CUMMAQUID, DANVERS, DENNIS, DENNIS PORT, DENNISPORT, DORCHESTER, DORCHESTER CENTER, DORCHESTR CTR, E CAMBRIDGE, E FALMOUTH, E HARWICH, EA FALMOUTH, EAST BOSTON, EAST CAMBRIDGE, EAST DENNIS, EAST FALMOUTH, EAST HARWICH, EAST LYNN, EAST WEYMOUTH, EASTHAM, ESSEX, FALMOUTH, FOXBORO, FOXBOROUGH, FRAMINGHAM, FRANKLIN, GEORGETOWN, GLOUCESTER, GREENBUSH, GROVE HALL, GROVELAND, HAMILTON, HARVARD, HARVARD SQ, HARVARD SQUARE, HARWICH, HATCHVILLE, HAVERHILL, HOPEDALE, HUDSON, HULL, HYANNIS, HYANNIS PORT, HYDE PARK, IPSWICH, JAMAICA PLAIN, KINGSTON, LAWRENCE, LITTLETON, LYNN, LYNNFIELD, MANCHESTER, MANCHESTER BY THE SEA, MARBLEHEAD, MARLBOROUGH, MARSHFIELD, MASHPEE, MATTAPAN, MAYNARD, MEDFIELD, MEDWAY, MERRIMAC, METHUEN, MIDDLETON, MILFORD, MILLIS, MILTON, MINOT, MISSION HILL, N CAMBRIDGE, N FALMOUTH, N SCITUATE, N WEYMOUTH, NAHANT, NEWBURY, NEWBURYPORT, NEWTON, NEWTON CENTER, NEWTON CENTRE, NEWTON HIGHLANDS, NEWTON HLDS, NEWTON L F, NEWTON LOWER FALLS, NEWTON U F, NEWTON UPPER FALLS, NEWTONVILLE, NONANTUM, NORFOLK, NORTH ANDOVER, NORTH CAMBRIDGE, NORTH FALMOUTH, NORTH QUINCY, NORTH READING, NORTH SCITUATE, NORTH WALTHAM, NORTH WEYMOUTH, NORTHBOROUGH, NORWELL, OCEAN BLUFF, ORLEANS, OSTERVILLE, OTIS ANGB, PEABODY, PEMBROKE, PLYMOUTH, PLYMPTON, PROVINCETOWN, QUINCY, RAYNHAM, READING, READVILLE, REVERE, ROCKLAND, ROCKPORT, ROSLINDALE, ROWLEY, ROXBURY, ROXBURY CROSSING, ROXBURY XING, S WEYMOUTH, S YARMOUTH, SALEM, SALISBURY, SALISBURY BCH, SALISBURY BEACH, SANDWICH, SAUGUS, SCITUATE, SHARON, SHREWSBURY, SILVER BEACH, SOUTH BOSTON, SOUTH DENNIS, SOUTH WALTHAM, SOUTH WEYMOUTH, SOUTH YARMOUTH, SQUANTUM, STONEHAM, STOUGHTON, STOW, SWAMPSCOTT, TAUNTON, TEATICKET, TOPSFIELD, UPHAMS CORNER, VILLAGE OF NAGOG WOODS, VLG NAGOG WDS, W BARNSTBLE, W BRIDGEWATER, W FALMOUTH, W YARMOUTH, WAKEFIELD, WALTHAM, WAQUOIT, WARD HILL, WELLFLEET, WENHAM, WEST BARNSTABLE, WEST BRIDGEWATER, WEST FALMOUTH, WEST LYNN, WEST NEWBURY, WEST NEWTON, WEST ROXBURY, WEST YARMOUTH, WEYMOUTH, WHITMAN, WOBURN, WOLLASTON, WOODS HOLE, WRENTHAM & YARMOUTH PORT, MA.
Alternate Business Names
Fawcett Oil Scudder Taylor Oil
Industry Tips
27 Questions For Home Owners Heating Contractor - 5 Tips - Video Heating Contractors Hiring an Air Conditioning Contractor Hiring an Oil Supplier Hiring an Oil Supplier - 5 Tips - Video Read Before You Sign

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    312 Main Street

    Wilmington, MA 01887 (800) 792-5678

  • THIS LOCATION IS NOT BBB ACCREDITED

    345 Quincy Avenue

    Braintree, MA 02184 (800) 464-1920

  • THIS LOCATION IS NOT BBB ACCREDITED

    478 South Street

    Hyannis, MA 02601 (800) 698-0474

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 1210

    Hyannis, MA 02601

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Complaint Detail(s)

12/30/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On November 19th, our furnace stopped producing heat. I called ******* to have them come out to fix the furnace, but was told "we" had cancelled our agreement with them (and that someone in Credit had made a note of that) and that our annual tune-up, scheduled for 11/20, had been cancelled as well. We had not. After we got that sorted, they agreed to come out. ***** came out to repair the furnace, but was unable to properly repair it because he didn't have all the necessary parts. I informed him that the power-vent was frequently the problem. He examined the pressure-control and stated that it had not been properly installed. He reinstalled it. It worked temporarily, but the next morning we did not have heat. We called again and they sent another person (I cannot remember his name). That person was able to get it working temporarily again and said that it was a problem with a relay. On Wednesday morning, we awoke to no heat again. The burner would not turn on (again). We called and again ***** came out. At this point, the furnace would not respond to anything that he attempted. We discussed the power vent again. He diagnosed that it was a problem with the actual furnace (not the burner) and that they were not qualified or authorized to work on ***** furnaces. He could not get the parts that he knew would fix it. He then told me that he spoke to "*******" about it and that ******* said that "there are simply some customers that they cannot help and they shouldn't take them as clients." ***** said there was nothing he could do to help us and that we needed to find a company that can "service a *****... even though he hated the idea of losing a customer." ***** left our home not fulfilling the contracted service agreement stating that ******* would repair our furnace whenever needed. He left our family (including * children) on the eve of Thanksgiving in a home without heat. It was approximately 5pm on 11/21 when he informed us of this. Refusing to accept this outcome, I called a half-dozen companies. As we had received oil from *******, 3 of them wouldn't service the furnace. 1 couldn't come out that evening. 1 said that if the blower is running there is no way that a "***** specific" part is needed. It was either the burner or the power vent. However, he could not come out that evening. Finally, 1 made an appointment for us first thing Friday morning (******* HVAC). However, ******* had left our home without heat for nearly 3 days. We were forced to purchase 6 space heaters and use our fireplace to keep the house semi-warm. On Friday morning, ******* HVAC came out first thing and diagnosed the problem in less than 15 minutes. It was the pressure-sensor on the power vent. ******* HVAC found the necessary part that day and repaired the system. We've not had a problem since. I contacted ******* afterward to explain what had happened and ask for an explanation. I received a call from ******* (the service manager) who said he was surprised by *****'s actions and that "maybe he needs to train his guys a bit better around power vents." That was it. No recognition of their failure to fulfill their obligation. Tracy from the office said that there was nothing she could do for us other than offer us 4 $25 "credits" toward future fill-ups. At no point has ******* reached out to us or made any effort to make up for their failure to deliver the as-promised services. I have since cancelled my contract with them as I do not consider them a reputable, customer-centric business. Nor would I recommend them to anyone.

Desired Settlement: I incurred a charge of $524.06 plus have to pay $275 for a service contract to replace the services that were supposed to be provided by *******. I've also lost the ability to participate in heating-oil capping programs as we're so late in the season. I don't know how to put a value on that.

Business Response: In reviewing this complaint, I feel that ******* Oil did not do anything wrong. We have high standards for our service work and take our customer satisfaction to the highest level, giving our customer the best experience as possible.  We are surprised to hear that one of our customers had a negative experience with us.  The type of service needed at Mr. *****’s residence, was for a complex intermittent “No Heat” service call, on a ***** furnace that is difficult to locate parts for service. I have listed a time line of the events below.

Service Call History
11-18-12 No Heat – Recommendation - 2 parts needed.    Cost:  No Charge 
11-19-12 Follow up – 2 parts installed.  Cost:  $290.00*
11-21-12 No Heat – Recommendation - Request for the Manufacturer’s  
                                                                       Representative to diagnose the problem   Cost:  No Charge

* Note: After learning that the 11-19-12 service call did not fix the service problem, we issued Mr. ***** a $290.00 credit to his account. 

The last service call was on 11-21-12 the day before Thanksgiving, it was impossible to get a Manufacturer’s Representative out to Mr. *****’s home on Thanksgiving.   Mr. ***** called another service company and per Mr. ***** that service company was able to fix the problem for $800.00.

I am sorry that we were not able to fix the problem for Mr. ***** and have refunded to him all charges to his account for this service call.  I hope Mr. ***** will not have any service problems in the future as locating parts for a ***** furnace is challenging.


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/15/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I moved in to this location on March 1, 2012. At that time I called the current oil company to tell them that I am the new resident and that I would like to use their services when the time comes. I told them there was a full tank and that I did not want to go on automatic delivery. The oil company has called several times to see if I need oil and to schedule oli burner maint. I explained again that I still wanted to be their customer but the oil burner was brand new and no service was needed and that I still did not need oil and I would call when I do. On Friday September 7 we received a phone call from the oil company stating they would be there on Monday Sept 10 for an oil deliverary. We called them immediately to cancel that deliverary and again explained that we would call when we needed oil-that we dont have the money. On my way home from work I went to purchase gas for my car and my debit card was declined. As soon as I arrived home I went in to my on line banking to see that an $800 debit was put on my card from Scudder Taylor Oil. I called them immediately only to find out it was closed and on answering service. I drove to the office to see if anyone was there on Saturday morning and it was closed. This issue could not be resolved until Monday and because I only have a debit card I had to overdraw my account $60 to get gas and food for the weekend. The funds were not credited to my account until 9/12/12 at which time I had $175 in overdraft fees. I have received a copy of these transactions from ** Bank. I have asked Scudder Taylor to reimburse me for the overdraft and *** (salesperson) said he didnt think they would do that. I then asked for the owners name, ****** *******, and called his office on 9/12/12. They said he was in a meeting but they would have someone call me back within the hour. I then called again at 3:50pm and they were closed and the answering service was on. I have no signed legal contract with this company. Why would they debit my account for $800 without my approval, where did they come up with the $800 figure, and why would they debit it when no services were rendered????

Desired Settlement: Immediatley cancel my account with them and pay the overdraft fees.

Business Response: In reviewing this complaint, I feel that Scudder-Taylor Oil did not do anything wrong.  We set high standards for customer satisfaction.  If you look at the facts of this case, Scudder-Taylor Oil followed good business practice and in a professional way. When ***** **** cancelled her delivery, we immediately voided the credit card transaction.  We feel sorry that she had a bad experience with us, and that bad experience caused her to have $175.00 in overdraft changes. When the owner of the company, *** *******, heard about ***** ****’s situation, he put through a $175.00 credit to the account.  See the facts list below.

On 6-15-12 ***** **** open an automatic delivery account with Scudder-Taylor Oil.  As per the credit terms on her account, she authorized us to put all oil and service charges on her credit card and was advised at that time that we would pre-authorize her credit card in the amount of $800.00 when she was due for an oil delivery. On 9-7-12 her account was due for an oil delivery. We put the $800.00 hold on her credit card as authorized by ***** ****. On this same day we called and left her a voice mail that we will be making the first delivery on Monday, 9/10/12. She called back and cancelled the oil delivery and asked us to remove the $800.00 pre-authorization. On 9-7-12 we voided the transaction, as with most banks, voided transactions can take up to 2-3 business days to release the hold.  On 9-27-12 Scudder-Taylor Oil put a $175.00 credit on ***** ****’s  account as a good faith gesture.

I feel that Scudder-Taylor Oil acted in a professional way and because of that ***** **** is today a satisfied customer.  ***** ****’s first delivery was on 10-23-12.


Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

4/26/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is the 4th time that this company has taken money out of my checking account without my authority. This is the second complaint that I have submitted to you. The customer service in this business is the worst I have very dealt with. I had a contract with them to take a monthly payment out of my checking account on the 27th of each month for an installation of a furnace. The payment usually comes out anywhere between the 2nd and the 5th of the following month. Several times this did not happened and they would just take out double payments to make up for the one they forgot to process. they would never call me and tell me what they were doing they would just charge my account. The agreement that was signed was for a specific amount on a specific date and if they can't get it right I don't feel they have the right to just take whatever they want, whenever they want.

Desired Settlement: They need to put my money back into my account and I will get them a check for the balance due. Then they need to shred all of my account information. I do not want them to have any of my numbers. I do not trust anyone from this company. I will never do business with them again and I will never refer them to any one. They are terrible.

Business Response: We did an install for Ms. ******** and she did not meet our criteria for a billable account. We made arrangements with her to deduct the monthly payment from her credit card. We did this each month with her permission but occasionally she would call and be upset that we put the charge through because it was actually a debit card and to a credit card which caused some problems for her. She was well aware of the fact that she needed to provide us with a credit card and that the payments were coming out each month between the 1st and the 5th.

The card did decline a few times and it would charge it again the next month. We have always tried to work with her to keep these transactions going smoothly but she seems to always have an issue as it is a debit card. The account has since been paid in full by Ms. ******** and we feel we have worked very well with her to rectify any problems that she may have had.

Should you have any further questions, please feel free to give us a call.

Consumer Response:


First of all how many times will you tell me that you were not able to bill me because of my credit.  The debit card that I gave you is the same account that my check would have been sent to you.  The money has always been in the account at the end of each month.  The agreement was for you to take the money out on the 27th of each month.  I understand that it might come out a couple of days later.  You mentioned to me that my account was declined once and now you are saying a couple of times.  Which is it?  I would like the documentation that the card was declined because it never was.  I find it funny that my account was declined for the monthly fee but when you processed the payment for double the amount it was accepted?  That does not make sense to me.  If the card was declined why didn't your office call me and tell me that so we could have made other arrangments for payment?

You have been very unprofessional thru this whole process telling me that everyone in your office does not want to deal with me because I am being difficult.  That is not the way to treat a customer.  I have sent several emails to the president of your company and nobody has responded.  Great customer service your company offers. Whether a customer is difficult or not you have been very rude.

 

 

Business Response: Dear sir/Madam,

This letter is in response to the rebuttal filed by K******* *********

In order for a customer to be billed each month with out company, they must meet a certain credit criteria, which Ms. ******** does not meet. When we set a customer up on auto credit card for monthly payments, we make it clear that the payment will come out between the 1st and the 5th.

When the first monthly payment was deducted, the customer called upset because the account she gave us was her checking account and she was going to bounce checks as a result of us doing the automatic payment. We then explained, again, how the procedure will work and the customer agreed to go forward each month with us taking the funds out based on her contract.

The following month customer called again as she was furious that we deducted the payment. After the customer spoke with the owner, we agreed to refund her credit card, as a courtesy, for that one payment and add it to the end of her contract as to not cause her anymore issues.

We feel as though we have been more than fair and accommodating to this customers requests. We also feel that we have treated this customer professionally and have always tried to resolve her issues in a timely manner.

Should you need any further assistance, please feel free to contact us.


Consumer Response:

That is not what happened.  The first payment they took out of the account before the job was even completed.  I gave the company a deposit of 1/2 of the job and I expected the job to be completed before they started taking money out of my account.

I knew the money was coming out of my checking account so I am not sure what you are referring to.  You also keep referring to my credit and once again that has nothing to do with this.  We were in agreement of you taking a specific amount of money out of my account on the 28th of each month.  I understand it takes a couple of days for this to process but more times then not the money came out after the 5th of the month.  Some month's you took out double because you said my card was declined.  Why would my card accept double the payment but would decline one payment?  My card was never declined from my bank so I am not sure what you are referring to.  Once again if the card was declined why wouldn't you try to call me to see what was happening?  You just decided to take out double because you felt like it.  That was not the agreement that was signed.  Then you took the last payment out a month late after the contract had ended.  What happened there?  Then you continue to tell me how everyone in the office does not want to deal with me.  Why didn't you respond to this comment on the last response?

You are just making up things that is not the way that this happened.  I have emailed the president of SS Fuel and they can't even take the time to discuss the issues with the customer.  Your company has the worst customer service I have ever dealt with. 


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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