ComplaintsforPoulsbo Heating Co

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Poulsbo Heating has been our heating repair provider for 10+ years, Additionally we were told we had to buy heating fuel from them this past winter in order to have our furnace services. I estimate we have paid Poulsbo Heating over $10,000 for repair services in recent years. Last winter we contacted *****, Poulsbo Heating, about servicing our heater. After repeated requests were made in writing, telephone message, emails and telephone conversations, Poulsbo Heating initially refused us service because of COVID and the fact they were running shorthanded. We told them we were flexible about the date. Then Poulsbo Heating came up with the claim that we were out of their service area when in fact their web site lists our area well within their stated service area. Again we were told they would service us in June/July 2022 timeframe. We contacted them about the service and this time they told us we had never gotten back to them with a date. That is untrue. Each message or email sent them said we were home and available for service when they could schedule.Additionally, last winter we were told we had to buy diesel fuel from them in order to receive furnace maintenance. We purchased the fuel from Poulsbo Heating, at a premium over what other outfits were charging.Just recently Poulsbo Heating became threatening to cut us off if we made a complaint about their unprofessional service and unresponsiveness. I told them the complaint was justified and that cutting long-standing customers off from service was bad policy and unfair. ***** became very agitated that I reminded him of his promise to service us.The solution is not complicated: Poulsbo Heating needs to perform as promised and represented. We are in his service area and are relying on him to perform.Throughout this matter I and my wife have been courteous and respectful but at the same time maintaining we have the right to receive promised service

  Business response

  08/26/2022

  Date:  August 25th 2022
  
  BBB Resolutions,
  
  RE:      *****************************
  ********************* of C & C Properties
  2412 *************** *****************, **  98110
  Complaint # ******** Guarantee or Warranty Issues
  
  Oct 18th, 2021 Email received, inquiring about a service appointment.
  
  Response:
  Due to COVID We have adjusted our business model.
  We are taking care of Poulsbo Heating Service & Oil Customers first.
  The next time frame for ******* Customers is well in to December if not next year.
  ************ October 2019
  Last Oil Delivery November 2017
  
  On January 7th, 2022 they called & emailed requesting a Heating Oil Delivery as well as routine Service Appointment ASAP.
  Again, they were told the same exact thing taking care of Poulsbo Heating Oil Customers first.
  
  There have been numerous & repetitive emails requesting/demanding a ***************** Appointment.
  
  On January 7th, 2022 Informed of price increase effective January 1st 2022 for all customers.
  
  On January 13th, 2022 Pointedly told on they were on the Wait List for Service based on priority/need.
  
  We received a letter from ************** dated: January 18th, 2022
  Complaint was:  Service Area & Price 
  In his opinion our pricing was:  Odd, Unfair, and Discriminatory
  Confirmed they are in our service (Kitsap County) which was never an issue.
  Requesting/Demanding a scheduled service date for November 2022.
  
  Emails continued pressing/demanding a ***************** Date.
  As no scheduled date was provided for their routine maintenance.
  ***************************** & ***************** tone has intensified:  Firmer, Argumentative, Demanding, Condescending, and Disrespectful.
  
  On Monday, August 1st, 2022 we received an email from *********************;
  If the overdue servicing of my system does not happen this week, complaints & grievances will be filed with the BBB, Chamber of Commerce
  And other ************ sites.
  
  Response dated:  August 5th, 2022 
  We have ended our relationship we have a zero tolerance for bullying.
  ************** has threatened our business.
  
  False Claims/Slander:
  Remarks/Statements/Accusations regarding Poulsbo Heating will be addressed by the *********************************** & Kitsap County Sheriff.
  
  Details of Complaint:  Guarantee or Warranty Issues
  There are no Guarantee or Warranty Issues pending - ************ Date was October 2019.
  We refuse to dignify any further accusations made by ***************
  His interpretations are based on his perception which is exaggerated & misguided.
  
  Settlement:
  ************ Date was October 2019 there is no pending repairs and/or warranty work.
  ********************* has created a hostile relationship, it is now a safety issue and we will not be a victim.
  There is no chance of a resolution.
  
  Regards,
  ***** & *******************, Owners
  Poulsbo Heating Company
  

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