Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Date: Nov 2, 2023 at service address ************************************************ Amount of money charged: $570.13 What was committed: Buckley agreed to stop deliveries indefinitely Dispute: Made an unrequested delivery and is demanding payment Whether the business has tried to resolve: Offered a discount of $125 Account/order #: ********** Continuous delivery set up early 2022.Called June 2023 to cancel delivery service. Informed phone operator my family was moving and new tenants would occupy the residence and would be responsible for setting up their own, separate heating oil service.A delivery was made late October 2023. Delivery was unrequested and unexpected. Tenants called the company immediately to deny service and payment.I received calls that left voicemails referring to my account. A charge of $553.54 was added to the account for 120 gallon delivery. After an investigation made by Buckley, they admitted their fault on a recorded call, that a previous recorded call and call notes acknowledged my request and reasoning for an indefinite stop to deliveries.I made multiple calls to the company declining to pay, they offered $125 discount, both the property manager and tenant declined to pay as well. Requests for supervisors or managers are met with a 48 hour callback window, a call from a spam number and an automated voicemail.I, my property manager, and my tenant will not pay for this unrequested delivery. Multiple phone operators have threatened collections and legal action as the next step in the process, they also declined to share copies of the recorded calls and notes which they confirmed access to.I paid the company for deliveries a their price (more than market rate) for a period of 1.5 years for a total amount exceeding $4500. I expect that after admitting fault in this matter they should drop the charge to $0 and cancel my account. Previous complaints show this is a pattern of behavior as they are for the exact same issue.
Business response
01/15/2024
The customer was attempted in an attempt to resolve the dispute and additional information is required at this time. Contact information was exchanged and I will be following up with the customer within the next day in an attempt to come to a resolution.Business response
01/17/2024
I just wanted to update to indicate that I have spoken with **************** and we have come to an amicable resolution.
***************************
General Manager
Buckley Heating & CoolingInitial Complaint
03/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
2/24/23 I contacted Buckley Heating & Cooling. I was closing on a home they serviced on 2/27/23, but was not moving in until a later date and might convert to gas or solar. The service rep **** suggested we start by getting my info, explained the prices for oil and propane. The house was heated by oil and had 2 propane tanks- pool and stove. He sent a referral to sales rep for an appt to discuss conversion. I said I just wanted to be established in case of emergency and be good whenever I figured things out. Later, JL text, account was set, but he couldn't clear my credit. I didn't understand why, said Id get back to him after closing date on 2/28/23. I circled back and text on 2/28, JL called to explain, b/c net 30 days. What if I want to pay on-demand? Irrelevant, since I don't need propane or oil yet I'm not living there the tanks are full. I gave work address via text, that worked. I'd be at the house 3/2/23. ** again said he could offer a $125 discount for 1st oil delivery and schedule a safety check in a few weeks. If I needed to change it, let him know. Via text: I was confused. The tanks were full. Oil only lasts a month? I wouldnt need propane, I'd let him know once I was in the house- I didnt know how to work the thermostats. He txt, he scheduled a safety check for 3/13 . 3/6 I cancelled 3/9 appt and 3/13 I hadnt confirmed. 3/7, I get an email- fuel delivered! Click the link to pay bill $471.28. I contacted the sales **** *** and their supervisor, ****- called me several times, tried to bully me, said I made a verbal agreement, that's all you need in **, for delivery, false. He could give me a discount or clear the balance if I agreed to auto-delivery service. I wanted to clear my account. Dont close my account until my account is $0.00 balance. He sent a rep to confirm there'd been a delivery, which confirms that Buckley had trespassed onto my property since Buckley didnt have my permission nor did I authorize any deliveries of fuel at any point.Customer response
03/27/2023
I have heard from the business in response to my complaint. They wanted to cancel my account, then offered me $100 discount, then $125. I left several messages. A supervisor, who is the only one who is not nice at the company, calls me back, says hes trying to work with me and that he is speaking with the district manager, however, only tells me that I agreed to the service, which is not true. Ive been playing phone tag with a general manager.
I finally got her email, I think, and sent her the ** law for home heating and oil sales contract, which states a written confirmation is required before service can begin.I am hoping they will finally understand that they cannot just deliver fuel without notifying customers and expect to get paid for it, especially when one is not even living in the empty house!
Business response
03/30/2023
Unfortunately, we have not been able to reach an amicable resolution. We have discussed delivery and payment with customer and offered a concession to resolve the matter. Customer has and continues to utilize the fuel for heating and it is our belief payment is warranted.
***************************
General Manager
Buckley Heating & CoolingBusiness response
04/04/2023
Just an update on this. I spoke with ****************** and we were able to come to an agreement to resolve this dispute.
***************************
General Manager
Buckley Heating & CoolingCustomer response
04/13/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
3/30 The *** who has since removed all other Buckley H&C complaints and principle employee contact information from BBB page, kept me on the phone for 40 mins. Informed me that if I didnt pay bill for the oil that I never agreed to be delivered, she would send me to debt collections agency. She also said shes been to court and the judge usually says that the oil is already onsite so its being used and finds the customer responsible to pay. She offered $125 discount, the current promo for all customers. As a single mom with health issues, not yet living in the home, facing collections, what shouldve been a very exciting time for my daughter and I- had become a nightmare of the most unethical unfair business practice. I felt I had no choice and cried. The ** said my total bill was ******. I offered to pay $250.
the following day was SATURDAY. While with my 10yo daughter, the bully supervisor phoned, left vm, then TEXT me! Saying I had to arrange a time for him to pick up the full propane tanks.
I paid $608.00, have not had time to make alternate HVAC arrangements b/c of this fiasco- now this guy is texting me on a Saturday?
when I got home, I pulled up my Buckley bill, which was 471.28.
the ** informed me that since I wasnt going to be using their service in the future, she removed the $100 discount (not $125) that I had been given as a 1st time customer.
These people are scammers and are getting away with it. Someone needs to look into Buckley and stop this. My oil tank is still full. Like I said, I didnt need a delivery, I never asked for one, never agreed for one, and am not responsible to pay for a product or service that I did not authorize to order.
Regards,*******
Business response
04/27/2023
We have reached out to the consumer and believe this matter has been amicably resolved.Initial Complaint
02/04/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I have a service agreement with Buckley and have tried calling them multiple times this week with no answer and then they delivered oil unannounced at a price 50% more then then other companies.Business response
03/28/2023
Thank you for forwarding this complaint to our attention. We were unaware of it until now. Seeing as the complaint is over a year old, it appears the situation has been rectified. We were experiencing high call volume at the time and an issue with our phone lines. That issue has been rectified and we have continued our relationship with ************** for propane delivery though he has chosen to purchase his heating oil from a different provider. Please advise if any further information is required.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.