ComplaintsforFred's Energy

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Furnace was serviced about a couple weeks ago. About 4 days ago the furnace was just blowing cold air so notified Freds and they sent tech. Tech looked at the problem and said he wasnt sure what it was but may be a gas valve problem. Tech said I wouldnt be charged because it may be a back job. I was told days after that I had to pay because there was no connection to prior service. I then asked that the manager call me. The manage r called me today Monday to say whats a back job and I said that I was merely quoting his tech. Is it like when I rub a job on your back? And was outright rude. I asked to speak to who higher could I talk to about his rudeness and he said no one its me. I had to hang the phone because I couldnt tolerate his rudeness. Before that , he was saying I was rude.

  Business response

  11/28/2023

  I spoke with the customer on Monday to find out what had happened with his phone call with one of our managers. The manager should have tried to deescalate the situation with the customer but instead became antagonistic over verbiage. The industry and our technicians use the phrase "callback." This is when a company has a call to return to a property that had been serviced and has a problem related to the previous service call.  The manager could have just moved forward with the customer understanding what he was referring to unfortunately he did not take that initiative. 

  I have taken appropriate measures with the service manager to assure that this type of demeaning conversation does not happen.  

  Customer response

  12/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ***************

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During the weekend of October 7th, 2022, my home's fuel was out. When reaching out to the answering service at Fred's Energy, Derby, it was suggested to fill the tank temporarily with diesel until a delivery can be made on the 11th. When doing so, the pilot was not lighting despite my amateur attempts at "bleeding the boiler" so I reached back out to the company and set up a service appointment. At that appointment, I was to also receive some gallons of fuel and have the pilot lit however the servicer was unable to figure out what the problem was and was not aware that he was to deliver fuel to us. When calling the office after he had left, I complained about them expecting me to pay for the service despite still being out of fuel and the pilot not lighting. I decided to wait until the fuel delivery to see if that *** have been the issue however it was still not lighting. I requested a new service appointment without being charged twice since there was nothing done in the 3-5 minutes, he was present. During his second service appointment, that was agreed upon being the only charged on 10/12/22, he still was not aware of what the problem was since we had our fuel delivery, so he removed a filter from one of the tanks and replaced a water pressure gauge. I was not made aware of the cost of these actions that I did not consent to which resulted in a $522.75 service bill from ****'s. At this time, I am only willing to pay for one service charge of $95 and for the pressure gauge which costs $88.56 which totals to $183.56 for services rendered. However, I am disputing the remaining $339.19 which is an additional service charge of $95 and two unknown charges of $142.71 and $125.23. When changing providers, the issue was the ****** of the boiler, which was not addressed by ****'s whatsoever.

  Business response

  02/13/2023

  Please see attached.

  Customer response

  02/13/2023

  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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Alia

   

   

  Business response

  02/16/2023

  Please see attached.

  Customer response

  02/16/2023

  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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Alia

   

   

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