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Business Profile

Heating and Air Conditioning

WOC Energy
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/11/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Jan. 22nd, 2025 I contacted Liheap crisis to set up a fuel delivery with WOC Energy, updated my address with Liheap and WOC Energy. They have 48 hours to deliver for crisis.Jan. 23rd, 2025 my ticket was cancelled without my knowledge, no explanation, no call.Jan. 24th, 2025 I called to find out when my fuel would be delivered. That is when they said my ticket was cancelled. I asked why. They claimed they didn't know the reason. I had to call ****** and have it resubmitted. Later that evening I received a text notification saying my fuel had been delivered at 6:52 pm EST. My fuel was not delivered. I attempted to call the emergency number to find out what happened. Waited for Dispatch to reach out but they didn't.Jan. 25th, 2025 I called the emergency number again, was finally connected with the Operational Manager who told me my fuel was delivered to my old address. Clerical error, the lady in the office changed my physical address but not my billing address. I was told either my fuel would be delivered or they could get a technician out to put fuel from jugs in to hold me over. I said I needed to know when my fuel would be delivered so I knew to be home. At 2:44pm EST I received a text the tech would be arriving soon. He put the fuel from the jugs in my tank, changed the fuel nozzle. Jugs were not brand new, no way of knowing if they were clean or dirty.Jan. 26th, 2025 At 8:43am EST I received a text that my fuel was delivered. No call, no text prior like requested. No time to shut down my furnace before the delivery to avoid clog.Feb. 15th, 2025 furnace stopped running. Called a local repair company. Abma Mechanical, they stated that my furnace was plugged up from my recent fuel delivery which was WOC Energy. 3 wks, waiting for ***'s decision. March 11th, 2025 *** operational manager called me, he said there was nothing he would do to settle this. Even after stating it could have been clogged from the delivery kicking up settlement in my tank.

    Business Response

    Date: 04/15/2025

    Good morning ****,

    This situation was dealt with already. Our Operations Manager discussed this with the customer in depth. We will not be covering any of the costs she incurred from the other company.

    There was a miscommunication with her address when she updated the account information to receive her LIHEAP funding. We did deliver to the wrong address at first, which we did not hold her responsible for.

    We did send a tech out after hours to dump in fuel and get her furnace working properly. It was working when we left. The delivery truck delivered soon after. All of this still took place within the guidelines for delivery based on LIHEAPs requirements, actually quicker than LIHEAPs requirements.

    Her LIHEAP application was processed based on her stating she had a quarter of a tank, which was not true,  considering the fact she ran out of oil within two days. We can not control how long it takes the county to process the LIHEAP application or get it approved for delivery.

    The other company charged her a large bill for numerous items and reasons. None of them can be pointed to the fact that she was out of oil. Even if they could, we did not run her out of oil. She allowed her tank to become so low and run out all on her own. Our tech changed her nozzle when he went out after hours, as a courtesy. That is standard practice and does not cause issues later on.

    This customers only defense was that she claims she asked for a call ahead so she could be home when the delivery was made as she wanted to turn off her furnace. We have no record of her asking for this. She is claiming this after the other company told her the furnace issues were from the furnace running while delivery was made. The conversation she had with our *** after hours was all regarding being home for the technician, not a delivery driver.

    Furthermore, the other companys invoice was dated for several days after we had delivered to her. About two weeks later. Her furnace worked fine for several days.

    The bill she incurred with another company is not our responsibility.

    If you need anything else from us, please advise.
     

    Thanks!

    ***** *******
    WOC Energy-CSM

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