ComplaintsforGriffith Energy Services, Inc.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had a ****** Heat Pump installed by SMO Energy now Griffith Energy on 2/26/2022. It had to be serviced multiples times and recharged without locating a leak. The compressor has now failed. The compressor is under warranty by ******. Griffith Energy wants to charge $1700 for repairs without an itemized quote. They said they charge a national average and will not provide a quote. They told if I have a problem to contact the manufacturer. ****** told me they are not responsible for their dealers and anyone can sell and service their products. Serial # ********** Model # ******************

  Business response

  04/12/2024

  Hello.

   

  Thank you for reaching out to us. Our local Service Leadership Team reached out directly to the customer yesterday in response to this issue. Both parties have agreed to solution and we are moving forward with the necessary repairs.

   

   

  Customer response

  04/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  2/14/24 I was contacted by ******* ****** in regards to a debt from my Griffith account. I was completely confused over any debt that I might have owed with Griffith as 1) they always had a card to auto charge (although had failed on numerous prior occasions to actually charge) 2) All Services with them had been ended 2 years prior. I received directly from Griffith a statement, no itemization and a separate mailing of a sales pamplet .3/16/22, Griffith called in regards to an oil delivery. I promptly called back and left message tanks were not low and did not need at this time. On 3/22/22, Spoke again and repeated tanks not low no delivery needed, from what I can remember the winter was mild. On 3/30&3/31/22 spoke again to a CSR, saying that the oil was not needed at this time. Finally on 4/18/22. I got ahold of Shelly, explained to her the oil was not needed, we were still 3/4 full ish and we needed to drain the fuel tanks per the last delivery driver as we had oil leaking from the top and the float had gone bad. This was needed to happen in order for a repair to be done which Griffith did not cover. No calls etc received after this Monday 11/7/22 I had taken a vacation day for my annual service agreement and maintenance for the oil furnace in the home. This was scheduled nearly a year in advance. It was a all day appointment as we only wanted Dave to service the furnace as any time any other technician had come out to service we had ended up with an horrific aftermath flooded basement, inner chamber of furnace broken etc. After waiting all day at home and no response I called up Griffith to find out what was going on When I spoke to the CSR, I was told that there was no tune up maintenance scheduled for that day. That it was canceled due to the refusal of oil delivery. Again spoke repairs … however we ended on a note that my service agreement was canceled prior when I refused oil delivery back in early 3/22 as this voided out the contract.

  Business response

  03/13/2024

  Thank you very much for reaching out to us and bringing this to our attention. Had we been advised by the customer of the need to cancel the service plans we certainly would have done so.

  As a measure of goodwill, we will have the service plans removed and credited off the account. We will notify the Collections Team of our actions.

  Thanks again!

   

• Initial Complaint

  01/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 2/10/23, **** *** ***** ****** sold house at *** * **** **, Smyrna, DE 19977 to private purchasers. On 3/31/23, $944.11 was paid to Carl King Energy Services, 1400 E Lebanon Rd, Dover, DE 19901, to pay the last bill and close out the account (acct # **********). Since then, the new owners have converted the HVAC system to electrical and removed the oil fired furnace from service. On 12/20/23, **** *** ***** ****** received another bill from Carl King for a maintenance plan and interest for billing not being paid. I spoke with Cathy at Carl King (410)822-4335 ext **** on 12/22/23. Cathy said the account was closed back in the spring and we should not be getting billed. She submitted a transaction to zero out the balance. We received another bill on 12/27/23, so I called her again on 12/28/23 and was told again the account was closed and we owed $0. On 1/5/24, we received a notice that the bill was submitted to ******* ****** ******** for debt collection (acct # *******, SCS acct # ********). We do not owe Carl King or anyone else for a maintenance plan for a house we do not own for a furnace that does not exist.

  Business response

  01/11/2024

  Thank you for reaching out to us. The service plan and fees were removed for the customer]s account prior to receiving this communication.

  The account has been terminated in our system does reflect a $0.00 balance.

  We apologize for any delays associated with this customer's issues and wish them the  best moving forward in their new property.

  Thanks again!

   

• Initial Complaint

  12/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On Monday December 4th 2023 Griffith Energy Driver backed up my driveway and damaged the stone wall and walk way to the front of my house! This is the second (2) time this has happened, the first time they did pay for the repair work! I have called and spoke with Branch manager Tony R** (Cleverly MD) he has promised me a call back and have not heard anything from them! They have a picture of the damage done and claim that the driver took the picture before he made the delivery! Why would driver take a picture then proceed up the driveway with the stones in his way???? I would appreciate at least a call back to explain since it is virtually impossible to get anyone on the phone that will answer me!

  Business response

  12/18/2023

  Hello.

  He have placed a credit on the customer's account as a goodwill gesture even though we do not believe our driver caused the damage.

  Thank you for working with us during this process.

   

   

   

  Customer response

  12/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  11/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Griffith Energy Services has refused, after multiple requests, to remove three service contracts from my account that total $1,893.86. I never agreed to these service contracts, nor was I notified that they were added to my account. These are service contracts for a furnace and two HVAC. I no longer need my oil furnace as of 5/2023 as Griffith installed two new HVAC units, for over $20k. In addition, I was put on a payment plan for oil delivery and was not billed a consistent amount each month. One month the bill would be $216.00, another month $6.00 or $3.00, and then some months, no charge at all. I received an oil delivery on 10/08/22 for a total of: $3,139.86. I have paid to Griffith $1,246.00 which is based on the bills they sent me. They now want: 3,295.71. I have spoken to multiple people in their billing department to try and get resolved and have the three service contracts removed and nothing has been resolved. I'm currently paying them $300 a month and my bill keeps increasing. I tried signing into my online account to see why the charges keep increasing over the 1.5% late fee and got an error message that my computer clock doesn't match their website clock and that I have to correct mine before I can log in - my clock on my computer is accurate. Their billing statements are never itemized and I can't tell if or how payments or charges are begin applied to my account. When I asked for an itemized statement, I received an email that cuts off the right side of the statement that shows the current balances. They are now threatening to send my account to a credit collection company - even though I'm paying a regularly and they won't correct my bill.

  Business response

  11/30/2023

  Thank you for bringing this matter to our attention.

  We can certainly remove the three service plans identified with this complaint and provide the necessary account credits (as well as remove any associated late charges). We apologize for any previous communication issues with the customer's local district.

  If this satisfactory, please let us know and we will apply the necessary account adjustments.

  Regards,

   

  Griffith Energy Services, Inc.

   

• Initial Complaint

  10/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased 13 years ago an HVAC system. It was installed and we had it serviced through Griffith. I paid for an annual checkup this year to have a complete checkup. The evening before the service person came out we noticed it was freezing up. The technician did some work - not sure what. We called back to have someone else come out. They said they serviced it. I home became warm as the weather was warming up. Once again I called to schedule. In the meantime, I moved my elderly parents cross country as my father's health has been declining. I explained to the technician when he came out the unit is still running all of the time and the house is hot (84 degrees - at night!). He said a part in the coil needed replacement. The cost was pricey, but they also had to order it and it could take up to a week. Of course, this was over a holiday weekend. We waited it out with temps in the house hitting 89. We were told THIS WAS THE FIX. The part came in and was installed. I am not even sure if refrigerant was added - I was told it was. The next day it was still hotter than hell and my Dad was struggling. Called again. They sent someone to add more in case none was added. It was low. The next day....we were still hot. Tech finally comes back out a few days later. The coil part was bad - here we go again. They ordered it. When it came in we learned what we needed was a good service tech who could have told us in June we needed a new unit. After 1/4 of the summer sweating and countless calls to "Dave" the service manager we opted to have ****** install our new unit. We lost $1224.00, our time, and 1/4 of our summer. Dave doesn't return phone calls anymore and I am done chasing someone who just doesn't seem to care. All I am looking for is my money back. If I bought a new one they were willing to credit me. I was told "Dave" was the "top" and there was no one higher I could speak with.

  Business response

  10/06/2023

  Thank you for reaching out to us. We respectfully disagree with the the customer's summary of the work history regarding their HVAC system. The repairs were recommended and agreed to before any work was performed. The offer to credit any of the service charges referenced here came with the stipulation that the customer purchase a new system from Griffith. Instead, the customer opted to go with a different provider.

  Any delays associated with the repairs were due to manufacturer delays.

  We apologize for any lack of follow-up from our District Service Manager as our goal is the same as it was when we founded in 1898. That goal is 100% customer satisfaction. Clearly, we did not meet the customer's expectations.

  As a measure of goodwill, we are offering a $600 adjustment to the customer's account.

  Please let us know if we should proceed with initiating a check request to the customer.

   

  Customer response

  10/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  09/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I called Griffith Energy Services to get a price on fuel oil as I was looking to go with a company with a better price if they offered one. They said they needed my social security number and additional information in order to give me a quote. They also told me that upon signing up with them I had to agree to have my furnace serviced. I told them if I chose to open a contract with them sure. I was only getting prices and wasn’t switching companies yet. I just wanted prices and time to think about it. I would call them back if I decided to go with them. I called back a few days later to tell them that I wasn’t going with them. They said ok. Well next thing I know two guys showed up to service my furnace, which I didn’t schedule, and then got a bill for it even though I did not authorize the service . I also found out that they opened up an account without my authorization! Now I’m being forced to pay for something that I didn’t ask for which is wrong because I told them that I was only pricing. I feel I was misled and scammed by this company. I do not feel I should pay for having an account opened and service scheduled without my authorization, but I’m told I have to or will be placed in collections.

  Business response

  09/27/2023

  Hello.

  Thanks for reaching out to us in regard to this new customer that established an account with us this month for both heating oil and propane. Our records indicate that the customer did provide us with the last four digits of their ss# as part of the new account credit approval process. The account was approved and the customer scheduled the required Safety Check for the propane tank to be completed (offered free of charge).

  The customer was also informed that they would even receive a $125 in free fuel credit after the initial delivery for choosing our automatic delivery program. The customer also qualified for deeply discounted fuel pricing as a new account promotion as well.

  The current balance due is $0.00 and no deliveries have taken place.

  We are sorry that the customer feels that they were misled in any way, but we followed all standard protocols in establishing a new account.

  We have suspended the account per receipt of this complaint and will terminate the account per the customer's wishes upon confirmation of this response. Again, the customer does not owe anything for services rendered.

  We would appreciate the opportunity to do business with the customer moving forward, but will certainly terminate the account if the customer so chooses.

   

  Regards,

   

  Kevin

  Customer response

  09/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  07/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a few mini split units from this company. This was 2 years ago. Last year the one in the kitchen refused to turn on. They came out after awhile and replaced the board in the unit. Again this summer when I went to turn the unit on it refused to turn on. After many complaints 2 people did come out to look at the unit. The unit is not talking to the unit outside. My complaint is that there has been no communication about what they want to do about this problem.I have called several times and they say they will email or call the manager, but no one gets back to me. I spent a lot of money on these units and I want this issue resolved. If I had this unit for many years it is one thing, but I have not.

  Business response

  07/31/2023

  Hello.

   

  We will have our District Manager follow up with the customer directly.

   

  Thanks for bringing this situation to our attention.

   

   

  Customer response

  08/09/2023

  I placed a compaint earlier. #********. The company was supposed to call me. I have yet to receive a phone call. They should be willing to help their customer who gave them 20 thousand dollars to install a system. I am very disappointed and not sure they know how to fix any issues. Please stop putting in this product if you are unwilling to help your customers after it is installed.

  Business response

  08/15/2023

  Hello. Our District Service & Installation Manager has last reached out on Friday, August 11th.

  A new control board for the kitchen area is currently unavailable through the manufacturer. The other control boards for the home are operating properly.

  Our District Service & Installation Manager, Dave N***** (410-3******* and dn*****@griffithoil.com) left a message for the customer with this update on 8/11.

  As soon as we receive an update from the manufacturer, we will reach out to the customer with estimated installation date.

  Thank you.

   

• Initial Complaint

  07/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  - A/C Unit & Air-Handler purchased 05/31/2016, installation began 06/2016 during. - During installation, constant issues occurred immediately with the ***** ************** variable speed air-handler, resulting in bring in a ***** consultant to resolve the issue instead of replacing. - I do not recall the date of the next incident, but it was during the summer months of June-July: * The air-handler lost its programing due to a shortage * I was told Griffith experienced an issue with their computer systems resulting in the order of the replacement module taking several weeks; during extreme summer whether - The next instance happened in 2022, the exact date escapes me; however, the repairs began in 04/2022: * Water from the coils inside the air-handler leaked and pooled into the duct system, spilled through the lining of the ducts, saturating the ceiling, and aggressively burst through from above, causing $200+ water damage to my ceiling and floors * Griffith charged for the replacement duct and offered no repair assistance - The current issue began in 05/2023: * The condenser fan motor in the air-handler stopped working * 05/19/2023, Griffith resolved the issue by replacing the motor, charging $1,235 ^ This involved removing and installing the motor in the attic, where the air-handler is located * The incident implies either the motor was dropped, or one of the two repairmen stepped on an insulation area, resulting in a hole in a bedroom ceiling!

  Business response

  07/24/2023

  Thank you for reaching out to us. Our District Manager will be contacting the customer directly in order to schedule the necessary ceiling repair.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Carl King Company 1400 East Lebanon Road Dover, De 19901, owned by Griffith delivered oil without request. This account was closed out in September of 2022 and told them to not deliver oil to our home anymore. The company made a delivery on Jan 3,2023 and at the time without request-or permission, I could not reach them I decided to email them from my office/while sending a copy to my home personal address which I have disclosed in the documents telling them they made a delivery mistake and need to get their oil out of my tanks or forfeit the oil. I've talked with Karen a few times in the billing office about resolving this. We last spoke months ago when she asked me to give her more time to resolve this. I told her if there were no resolution, I would have no choice but to contact the BBB. Since then they have sent my account to a collection agency called ******* ****** ********, under the name Petro Heating and Oil & Services. I want this bill taken care of- where the account is 0.00 and this debt removed from my credit report since they neglected to contact me. I have attached the supporting documents needed. I also have handwritten dates to support other information. The bill is 335.69 currently because when I closed out my account apparently, I paid more then I should have. I told Karen instead of making a delivery, the company should have reimbursed the overage which also did not take place.

  Business response

  07/14/2023

  Hello. Thank you for bringing this to our attention! 
  We will be removing the charges for the January delivery.

  Please share our apologies and this information with our customer?

  Thank you very much!

  Customer response

  07/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I also tried to dispute with the credit company through email provided but my gmail account notified me that this was undeliverable. If I have any other contact from them, I will be reaching out again. Only from experience, I have learned that the oil company is not very big on communication or resolve. 
  
  Sincerely,
  
  ***** *****

*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. ↩