Complaints

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.

• Initial Complaint

  Date:01/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  November 2022 whites heating serviced my furnace because it wasn't working correctly is was only blowing cold air. Told me I had to pay on the spot for repairs with a check I don't have a checking account so I paid in cash. On January 18 2023 my furnace did the same thing started blowing cold air not functioning correctly. I called whites to have it serviced.the technician **** told me I needed to have a check to pay for services I explained I had no check only cash told me to contact capstone. I contacted capstone they want me to do a mountain of paperwork and may not be approved. I reached out to whites and was told that I'm always causing problems and my fuel assistance would be sent back to the state and I could take my business elsewhere. ***** one of the owners is very disrespectful. I just started a job I was willing to pay cash to have my furnace fixed I'm living in a home without heat because they refuse to service my furnace because I receive state assistance. A lot of their business come from state assistance they should remember that on their frequent trips to *******

  Business Response

  Date: 01/24/2023

  Greetings,
  
  Please see the below in reference to Complaint ID #********
  
  We received a phone call from ********************* for an after-hour service request the week of January 18, 2023. As with the rest of our customers, we explained that we would be happy to come out and service her furnace, but that we required cash at time of service. ***** was unable to do so, and we offered her various programs that she could contact to help her financially afford the repairs she needed to have until she was in a more secure position herself. She stated that she was not going to do that as it required a mountain of paperwork. The program recommended to her, Capstone, is a great service for many individuals to take advantage of, IF they are willing to do the required steps to receive the assistance. Unfortunately, being a business does not defer us from having bills to pay. Every service that we offer for customers, is a financial cost for us as well. Whether that be fuel oil, kerosene, a new boiler, a furnace cleaning, after hour repairs, etc. If we provided our services for free for all of our customers, there would be no business left to provide said services, as it would be an extremely costly situation if we approached it this way. We have tried various times to work with the customer in question, but unfortunately, it seems that there is never a good resolution that can be achieved. For the customer to feel that it is a personal issue with her is completely incorrect. No matter who the customer is, whether it be a new customer, a friend, or the best customer we have, our services have to be paid for, at the time of service. In addition, her claim that we refused to service her furnace due to the fact that she is on state assistance is erroneous. In fact, we are one of the very few oil companies around who still accepts state assistance, also known as fuel assistance. These customers are not ones that we make a profit off of, but we feel it is important to take care of everyone, regardless of financial circumstances. As for our personal life and the way we choose to spend our working vacations, is frankly the concern of ourselves and ourselves only. We are not cashing in on the state assistance customers receive to finance our lives. We own two companies and work around the clock to be able to do the things that WE choose and have the right to do. Again, I will repeat that we do NOT make a profit off state assistance and use it to fund anything. It is used for customers benefits and the customers benefits only. We understand that the customer in question feels that she has been wronged based on a personal level, but that is simply not the case. We, as a business have to pay our bills too.
  
  If the BBB has any further questions, please reach out to us. We try to go above and beyond for our customers, but as weve learned, we cannot please everyone.
  
  Sincerely,
  *************************
  Co-Owner

  Customer Answer

  Date: 01/24/2023

  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. 

  I offered to pay cash and whites refused to accept it telling me to go to capstone they were unwilling to work with me at all. I work with the **************** and understand my rights. Furthermore as only the co executive of the estate they are currently facing a lawsuit from my brother since it took six days to find someone to repair the furnace. I am done with this matter. I have nothing to gain by lying and have known mararnda since achool I know how she is. ************* has gone down hill they don't care about customers 
  
  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,

  *****

   

   

  Business Response

  Date: 01/25/2023

  Re: Complaint #********

  
  Good Morning,

  
  We have reviewed this case and are unsure of the relation of the customers employment status. We do not believe that has any relation to the complaint. As previously stated, we have tried to make things work for this customer in multiple ways; all of which seem to be rejected. We are not in a contract with this employee, so therefore, we are not required by law to make any further repairs or service the customer in reference. At this time, ************* has found a new heating company and their benefits have been returned to the state to be forwarded to their new provider. There is nothing else we believe we can do for the past customer. We understand that ************** feels that she was treated in a certain manner due to personal reasons, or high school, but when I, the owner, have personally been out of high school for almost 30 years, that seems far-fetched. We work very hard to make sure our customers are happy, and 9/10 times we have luck, but again, as stated previously, we cannot make everyone happy. Our business will not survive without customers paying for their services. We still have bills to pay. At this time, we will no longer be responding to any more claims on the BBB from the customer in question. ************* is no longer a customer, per her request, so there is nothing else to be done and this should be a closed case. Especially due to the fact that we are not and have not been in a legal agreement with her to complete the work. We withhold the right to refuse service if payment cannot be made.

  
  If the BBB has anymore questions, we would be happy to answer them, but we will be considering this a closed situation.
  

  Thank you,
  

  Whites Heating Inc.

  Customer Answer

  Date: 01/25/2023

  **** told you to call Capstone.  They'll pay for it for you. 

   

  This was the response from ************************* when I told them I would pay cash. They are liars and s**** people over my brother and I will be suing them 

  
  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,

  *****