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Ranshaw Fuel and Heating Services

Fax: (718) 767-8827 View Additional Phone Numbers 151-01 14th Avenue, Whitestone, NY 11357 http://www.ranshaw.com

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Ranshaw Fuel and Heating Services 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 16 factors. Get the details about the factors considered.

Factors that raised the rating for Ranshaw Fuel and Heating Services include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

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

Additional Information

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BBB file opened: May 01, 1992 Business started: 01/01/1972 in NY Business incorporated: 01/01/1972 in NY
Licensing

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:

Department of Consumer Affairs - NYC
42 Broadway, , New York NY 10004
http://www.nyc.gov/html/dca/html/home/home.shtml
Phone Number: (212) 639-9675

NYC Department of Buildings - NYC
280 Broadway, 3rd floor, , New York NY 10007
http://www.nyc.gov/buildings
Phone Number: (212) 566-5000

Nassau County Office Of Consumer Affairs
200 County Seat Drive, , Mineola NY 11501
http://www.nassaucountyny.gov/agencies/oca/index.html
Phone Number: (516) 571-2600

Type of Entity

Corporation

Business Management
Mr. Rudolf Bonelli, President
Contact Information
Principal: Mr. Rudolf Bonelli, President
Business Category

HEATING CONTRACTORS PLUMBING CONTRACTORS OILS-FUEL

Alternate Business Names
Bondee Enterprises Inc. Ranshaw Fuel Oil

Additional Locations

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (718) 767-8600(Phone)
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Complaint Detail(s)

1/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Ranshaw came to our unit to inspect a toilet, after being asked to remove their shoes, their worker refused to do. Their determination was that the toilet was bad and had to be replaced. They told my wife that you can replace now or you can shop around but we (ranshaw ) will charge you $200 service fee for coming to your unit, which is not true because the co-op called ranshaw in to investigate the issue at hand and the coop was picking up the service fee. At the time we did not know this The workers persistence in asking what are you going to do, i need to know now, you better do this now. In addition to this my wife asked them to send us a bill which he refused and said that he needed to be paid now. This kind of overhanded pressure on a mother at home is not what I call customer service. TO save the coop money and ourselves we thought we went ahead and had the toilet installed however upon further inspection the seat was not installed I called and told ranshaw about this they didn't believe me and after convincing them that it was not installed they sent a worker over at 6pm to install the seat. When we asked for a break down of the bill we received only a limited breakdown of the costs, I asked for the receipt of the toilet never received , Ranshaw billed us $789.34 for a toilet and installation, I called several plumbers in the area and their estimates for toilet install came in at $243.00 labor and tax that means our toilet cost $ 546.34 I don't think so but if you take $217.75 which is the cost of the service fee then that brings the cost of the toilet to $328.59 which makes a bit more sense After all of this our new toilet does not even flush properly, which leads me to believe did I even need a new toilet? or was my wife pressured into a sale?? I have sent video to ranshaw showing how the toilet does not flush properly they admitted in an email that something is wrong, but the only time they say that they can come is between the hours of 8 to 4 my request to them is I want to be there when you come to investigate so please come at 4pm. They have refused this time even though they sent a worker before at 6pm and their website talks about how (customer service is their number one priority) and ( We'll be there when you need us) We have called Ranshaw several times to resolve this issue contacted our management company ***** **** to resolve this issue and we keep getting the run around with repeat answers. I would not spend this much time in making a complaint with BBB if I didn't feel it was warranted. I would much rather be playing with my * year old son thank you for your time in reading this ******* ,

Desired Settlement: My desired out come: Have Ranshaw fulfill their commitment as stated in their website and come after 4pm to Repair my new toilet, if they cannot do that, find someone who can or replace it with one that works properly Adjust my bill ie remove the $217.75 which appears to be your service charge Provide a receipt of my new toilet and provide a refund if it is more than $328.59 based off of the three quotes of $243.00 including tax to install a toilet

Business Response: On 7/**/13 we arrived at *** ****** apartment to check a toilet that was not flushing properly. It had a very weak flush. Our plumber inspected the bowl and then snaked it to clear any potential stoppages. After snaking the bowl there was no improvement in the flush. Our plumber recommended that the toilet bowl itself was the problem and needed to be replaced. We instructed the customer that a new toilet bowl would be $725, installed. We also instructed them that if they did not want the repair done, we would only charge them $200 for the time and work spent diagnosing the problem. The customer agreed to the $725 repair cost. We then left to buy the toilet at a local supply house. When we returned, we installed the new ****** brand toilet and the problem was fixed. Total time spent was from 8:30AM to 1:45PM. Later that afternoon we got a call from *** **** that his toilet seat was never installed. When our plumber was there, he had installed the seat. When we got there the seat was loose, so our plumber re-secured it for the second time. *** **** did call back again to say his toilet was not level and wanted us to return. An appointment was set for 8/**/13 by *** **** and the building’s management company. *** **** was instructed that Ranshaw was going to be working in the building all day and would come by to check his toilet. When we arrived at *** ****’s apartment, we got no answer and still waited 30 minutes at his door hoping he would come back to let us in. We did not gain access, nor did we charge him for this, and he has not tried to contact us since. In total, we have spent over 5.5 hours at ** ****** residence, which included the installation of a new toilet bowl. He was only charged for 4.5 hours at $110 per hour. He was treated extremely fairly and just. We take pride in our work at Ranshaw and our reputation means everything to us. We are professionals who have be en in business, and have been pleasing customers since 1960.
Attached are three documents. One is the signed work ticket from the day we did the job, which **** **** signed. The second is the work ticket from 8/**/13, which was the day we had no access. The third is an itemized bill that *** **** requested which shows all the material and labor costs.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because

 
Ranshaw is not addressing my concerns as I have stated in my desired outcome, which was to have ranshaw fulfill their commitment as stated on their website( our customer service is our number one priority)  come after 4pm to repair my new toilet which is,  as it seems no better than the old one which they said has a weak flush.  I have sent video showing how the toilet does not flush properly to ranshaw , I have attached the email(1) from ranshaw stating that something is wrong with the new toilet. 
 
In response to saying that the seat was loose is simple not true.  The seat was not even attached, it was not installed,  ranshaw did come back ( at 6pm) after pleading with them that why would i be calling you about this if something was not right.  In regards to the follow up service call on 8/**/13 on that date there was no appointment made on that date,  the only appointment made was on 8/**/13 which Elite told us that ranshaw will be their between 9am -1pm which we were home waiting.  If ranshaw really wanted to have access why didnt they call us or call Elite or knock on the door to gain access, why do you expect the customer myself to remind you of where Iam and what time you need to show up for your appointments?  To clarify we had sent an email to Elite of why was ranshaw  a no call no show on that date. see attachment (2).  I have already been inconvenienced enough by this companies lack of professionalism and what is now poor customer service.
 
In regards to the billing:
It is our understanding that the service call which was made by the management company, Elite and the co-op that any diagnostics would be paid by the co-op.  Since the problem still exists ranshaw failed to solve the issue but yet still charged for it.   I find it odd that I am being charged by ranshaw for work that they have done in the building and not specifically in my unit.  I am willing to pay for the time spent in my unit but not for the time spent diagnosing the buildings internal issues.  Which seems as I have stated is still not resolved.  This, I only can guess is where ranshaw comes up with the total of 4.5 hours ( just to correct ranshaw's timing 8:30 am to 1:45 pm is not 4 1/2 hours it is 5 hours and 15 mins. the time on the receipt t shows 9:20 to 1:45 which is 4hrs. and 25 mins.) and who permitted ranshaw to charge this way? This should be a separate bill to the co-op. This company has worked in this building many times and they should know the process by now . Other plumbing companies I spoke with said maximum time to change a toilet is 2 hours, and their quotes for changing a toilet came in at $160 to $243 not $495 which is ranshaw's price 
 
In regards to the itemized bill: 
I have been asking for a detail itemized bill, what I mean by this is a receipt from the store where the toilet was purchased.  What is the model number ??
How much time was spent in customers unit?  i have not received any of this 
TO correct ranshaw again their is only one attachment from their response of what they claim is an itemized bill, but no receipt for toilet 
 
Now as of today 9/**/13 I have received from ranshaw a DEMAND LETTER by certified mail  stating that if I do not pay by 9/**/13 the total amount of $789.34 a lawsuit will be brought against me in the commercial claims part of the court.  I take this as a threat in that I have reached out to a mediator (The Better Business Bureau)  to resolve this issue and this is the response I get from ranshaw 
It appears that ranshaw is unwilling to resolve this issue with a mediator and wishes to throw threats about lawsuits instead of finishing this process. 
 
The only way I can see how to resolve this issue is to 1. have ranshaw contact Elite mgt. have the bill adjusted for the 2.5 hours,  the time ranshaw was not present in our specific unit, thus subtract from our bill 2.5 hours plus tax  for trying unsuccessfully to resolve the buildings internal issue. 2. Have ranshaw provide a receipt from the store where the toilet was purchased including model number and pay the difference if any and provide an itemized bill which is more specific of how ranshaw comes up with their number of $789.34 as it seems I have been charged twice for tax on this toilet, which is why I want to see receipt from the store  3.Have ranshaw come at 4pm to resolve the issue of why the toilet does not flush properly and fix it. 4. Remove any service charge if any.
 
If Ranshaw can address these issues that I have presented then these differences can be resolved.
 
  
 
 
 
 
 
 

 

[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ****




 

Business Response:

I can have a plumber there in morning between 8-830 if that is agreeable to Mr ****. We also work during most holidays, except the major ones (Thanksgiving, Christmas, New Years, 4th of July, Labor Day and Memorial Day). If he has off on any holiday that he knows of, other than major ones listed, please let us know so we can oblige him. Thank You *******.

 

****** *******

Ranshaw Plumbing & Heating

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

*******

In my line of work holidays are very busy time for me, 

If you would like to come early and not at 4pm you can come at 6:00 am to 7:00am or you can, as I have said 

have one of your workers come in late and leave late or you can come during the weekend after 9:00am 

These are three options for you, if you review the pervious communication you will see that i keep giving you options 

to correct your work. but it seems that you can bring nothing to the table to resolve this issue.

Next time you use this site to communicate please be constructive in your response and not repetitive.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ****




 

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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