ComplaintsforGillespie Fuels & Propane

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the beginning of October I had Gillespie come to my house to service my oil furnace. When I returned home that day my furnace was disconnected. I called the company and they told me that my furnace had a "hole in it" and wasn't safe to use and they had to unhook it and I would need to buy a new furnace through them or they won't deliver my heating fuel. A few days later, I called and asked them to come hook the furnace back up because it was cold, they sent a tech out and he hooked the furnace back up and they told me to only run it when I was home. I asked the tech to show me the hole in the furnace and he said it was "too hard to see". On 10/19 they installed a new propane furnace into my mobile home. They also looked at the cook stove to hook that up to the propane. But when I got home my cookstove was unhooked, I called and they told me I had a "major leak" from my stove (I had never smelled propane) and that I needed a new stove in order for them to hook it up and deliver propane. I went and bought a new stove that week. It is now 11/28 and they have not hooked up my cook stove, I can't get a straight answer out of them. I also requested an itemized bill for the furnace installation, because they just sent me a bill that says "services *****". The furnace they installed is online for $1300 , so why am I being charged $4500 for the labor? They forced me into purchasing expensive equipment I probably didn't even know under the threat of not delivering heating oil. I'm a single mother, and didn't have any choice.

  Business response

  11/29/2023

  This is a partial update and will be fully updated once it is fully completed.

  Our service department has spoken with ******* regarding her cookstove, the finish of the install will be done on Monday December 4th. The breakdown of the verbally quoted install will be given to ******* by the 1st of December. The ****************** is working on getting all of the part costs and labor costs together. 

  We will update once we have finalized all of this and provided everything to ******* that she is looking for. 

  Business response

  12/03/2023

  We have spoken with ******* a couple of times, her propane cookstove install will be done on Monday the 4th and I just emailed her the breakdown of the service work that was done for installing her new propane furnace. I also provided her with copies of the in between service work orders that showed we did not charge for as everything was in progress. As far as we can tell, this issue has been resolved based on what she was requesting from us.
  
   
  
  Thank you for your time,
  
  ******

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have to pay for my propane delivery before delivery. I did that for a 100 gallon delivery. They put 130 gallons in my tank and billed me for it a month later. I'm being told their pump sticks and oops we put an extra 30% in, and I am reponsible to pay for fuel I did not order. I am not paying for a product I did not order and was given anyway.

  Customer response

  03/20/2023

  I have not heard from the business in response to my complaint. I tried to reach out myself and really need help in this matter. 

  Business response

  03/27/2023

  Good Morning,

   

  Our apologies for the delay in the response. I believe the original messages was sent to spam.

  We have credited *********************************** account for the difference of the 100 gallon delivery requested and the ***** gallons that was delivered by mistake. An attempt to make a payment agreement was made prior to this complaint in order to allow her time to pay it off since it was still winter and she would be using the gallons that were made by mistake. We were trying for a payment agreement so that, she could keep the gallons she would use, and  we wouldn't have to pump out the gallons or be a loss of the product that was delivered. We have informed our drivers to keep a closer on what was ordered in the future to ensure that this does not happen again. 

  Thank you,

  ******

  (Bookkeeper)

  Customer response

  03/28/2023

  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. I would like to note I was NEVER offered a payment plan, and wouldn't have accepted it, as I never ordered the extra 30 gallons to begin with. I GREATLY appreciate the help as I was told to kick rocks when I spoke to the supervisor at Gillespie's! 

  
  
  Regards,
  
  *************************

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