Business ProfileforR & W Heating Energy Solutions, LLC

Beware that this company does not inform the customer ahead of time that if their oil filter is older than 10 years old, that they may or may not continue to provide the scheduled maintenance call. (One office worker stated that the technician would have to leave before cleaning the furnace if I would not agree to the new oil filter.) Instead, they trap the customer into paying $95 in addition to the $250 maintenance fee in order to completely replace the oil filter, rather than simply replace the cartridge inside the perfectly-fine filter that is already installed, as was stated to be included in the maintenance visit. Well my technician had already performed the rest of his maintenance work, even though I elected to NOT buy their $95 oil filter product. Although I did not have my oil filter serviced by this company, I still had to pay the full $250 maintenance charge. I believe that this company should at least inform their potential clients of this common issue ahead of time, rather than springing it on them once the technician arrives, like they didn't have any clue this could possibly happen!

We feel it is unfortunate *** ******* believes we have done her a disservice. This having been our first visit to the property, and the first time we have worked on this equipment, there is no way for us to know the make, model, system components, condition of system, etc., unless a customer is able to provide that information to us in advance. ******* oil filters have had a tendency to leak, and ******* Oil Filters Manufacturer have issued a notice to contractors and homeowners alike that these style filters should be completely replaced every 10 years – not just the filter cartridge. In avoiding any risk of an oil leak, and following with manufacturer guidelines, our licensed technicians use their discretion while in the field to determine whether or not the filter is of age/condition to be replaced. Due to the tendencies of leaks, it is our company policy not to use these products or change cartridges if the filter is in question. Rather, we charge a onetime fee of $95.00 to upgrade the oil filter to a spin-on style that nearly eliminates the risk of an oil leak. This style filter is completely replaced every year following, at no additional charge. All of which was explained to *** ******* by the onsite technician, the office staff member who took her call, and in the notice we hand out to all oil-burning customers, that she received from our technician. Our office staff did not tell *** ******* “…that the technician would have to leave before cleaning the furnace if I would not agree to the new oil filter.”; Our office staff explained the aforementioned options concerning these oil filters, and informed her that while there is no discount applied in these scenarios, again, the upgrade is a onetime fee only, and is the customers’ choice. As a company, we believe in educating customers, hence the oil filter notice we have created to inform homeowners of the risk of oil leaks – ranging from an inconvenience, to a costly environmental issue. When and if we are aware of a general oil filter in place prior to a maintenance appointment, we do explain this policy to customers. We wish *** ******* the best in finding a service company that will meet her expectations.