Business ProfileforSMO Energy

On Monday May 1, 2023 I called SMO because a problem with my furnace regarding black smoke and spit. ******* set me up with a diagnostic appointment for the following day Tuesday May 2, 2023. ******* explained he saw I once had a service agreement but needed to pay a onetime diagnostic fee of 99.00 then pay a 300.00 service contract to be added to my balance on my account. I agreed and said Id be home between 12-2 awaiting the service technician. ****** the tech came out and attempted to diagnose problem but said I needed to have my chimney swept because soot was clogging pipe. He said to call him after and he would return to let me know what the problem is. I asked him if ***** from his office had called to let him know that the diagnostic fee was taken care of he was confused and said there is no fee for today. In fact according to his file I was actually owed a tune up by ***. I attempted to explain what ******* and then ***** claimed and he said he had it right there in writing. He proceeded to show me my account information. He showed me the account number. The fact my name was clearly on the premium service agreement and start date of June 2022 ending on June 30 2023. He showed me the zero owed for that day and said there would be zero owed when he returned. He also said I was fortunate to have the agreement because just for that day it would have been over *****. He said the office has the same computers and he'd email me the service ticket when he returned to the office. I gad to call on the 5th to have said ticket emailed! What ******* didn't know was I spent almost an hour on the phone with ***** from his office. She had backtracked on everything ******* had told me and I had agreed too. She simply ******* misspoke I took that as the truth and agreed and paid the 99.00 diagnostic fee over the phone and agreed to the agreement plan again. The catcher this time is I had to agree to pay off my balance. This was absolutely impossible. I had a delivery of oil in March and the bill was 1,200. I in no way could afford that but told her I could pay 200.00 right away and three hundred dollars a month. She put me on hold again for the 5th time and said it would have to be 500.00 per month. I couldn’t agree to that. Then Jeffry informed me there wasn’t even a diagnostic fee and it mysteriously was refunded. Now I have scheduled the chimney sweep and requested ******* come back on Monday I was told by Hope I’d need to pay a diagnostic fee again and pay off my entire balance prior to SMO coming to do any work. When asked why was the original diagnostic fee refunded she said because they were honoring *******’s account of zero owed for that service call. When asked why they wouldn’t honor him returning to finish she said ***** said no in the notes. ******* disconnected my furnace heat element so not to have any further problems if the unit accidentally kicked back on. This problem could have been dangerous according to the technician. I’ve had SMO since 2019. I’m not trying to get something for nothing! I’ve paid my bill as best I could. I’m 62 on a fixed income and raising three grandchildren. I’ve listened to three versions of what my contract is and isn’t. I think they’ve made some obvious blunders and possible charged the previous owner **** **** *******s account for my automatic renewal if services equipment but I can’t prove that. She did transfer service agreements into my name prior to closing. I find it hard to believe MY heat pump is still warrantied BUT my furnace is not. Despite what ******* is stating. I’m very concerned that SMO has changed their stories several times and each time it favors SMO and not the customer. They are willing to leave me out in the cold rather than explain how this “misunderstanding” has occurred or meet halfway to make things fair for both parties. I’m sure **** ******’s son **** should at least look into it if no body else is willing to. I spoke to ******* on his cell phone this morning. He remembered me and was very kind. He stoped short of saying it was ridiculous **** said I could have him back unless my balance was paid off. He was surprised that ** ** Hadn’t called me back or possible told Hope that he miss spoke as well as *******. He was going to contact ** and see if he could call me. I appreciate your time and internet in this matter ******************