Complaints

This profile includes complaints for MacGillivray Fuels's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MacGillivray Fuels

  244 Westville Road New Glasgow, NS B2H 1L7

  
• 

  MacGillivray Fuels

  35 Adam Street Antigonish, NS B2G 2G1

  

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:26/05/2025

  Type:Customer Service 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.

  Hello, the easiest way to explain this is to paste a timeline email I sent to the business I’m disputing with. in the interest of full disclosure, this is a paraphrased or summarized version of the email I sent as you box would not allow me to paste the full thing. I can send it later for proper context.
  
  .
  **Feb 7 (Friday):** I came in, ordered \$300 of oil using a gift card. Everything was fine. I was told we’d be on Monday’s truck, which I expected.
  
  **Feb 11 (Tuesday):** No receipt, no sign of delivery. I called your office to check. They said they saw no order and put a new ticket on the truck.
  
  **Feb 28:** I received a bill. I assumed the \$300 and gift card were both listed, and the bill was just for record.
  
  **April 9:** I got a second \$300 charge and called right away. I was the one who noticed and reported the error, 2 months later. I was told I could pay or give the oil back—which wasn’t possible as I hadn’t known about it and never ordered more.
  
  **May 13 (Today):** I visited your office. I was wrongly told it had been pointed out to me earlier, and that I’d called 2 weeks later (not true). I called 2 months later—your company didn’t know until I told you. Had I known, I’d have let you pump it out.
  
  Instead, I was blamed, misrepresented, and charged finance fees despite being told I’d have time. I asked not to pay for a mistake I didn’t make. That was denied. I’m requesting either to not pay this or receive a discount, as I’ve only tried to be honest and resolve this fairly.

  

  Business Response

  Date: 27/05/2025

  Hello *******,

  The original oil delivery that was ordered on February 7th with a gift certificate was actually delivered that same day. We received a call on Feb 11th from you stating that you never received the delivery yet, the office admin then proceeded to dispatch another delivery missing that the first order was actually delivered on Feb 7th, making it two $300 deliveries that were made.  The February 28th bill you received would have been your monthly statement for February showing the transactions for that month, which were the use of a gift certificate for $300 and then 2 deliveries, one on Feb 7th for $300 and another on Feb 11th for $300. The April 9th bill you received would have been your monthly statement for March showing the outstanding balance of $300 remaining from February. When you contacted the office at this point we offered to give you time to make payments on the delivery in question or we could go and collect the fuel back. You mentioned the oil was used by you and could not be retained. So we worked with you on this mishap, offering time to pay for the fuel that was used and removing any finance charges that we charged to your account on the outstanding invoice in question. Since April we have had some correspondence with you on this issue, May 9th you said you would drop into the office and pay, May 23rd we offered a discount on the invoice in good faith as a resolution to the issue, which correlates directly with your original statement above. With the product already used all we are looking for is to get paid for it, as retaining it is impossible. 

  Customer Answer

  Date: 29/05/2025

   I am rejecting this response because:
  
  
  The business left out that I had no indication the first delivery was left because I only got a ticket for the second one in my mailbox.  So I had no idea they had been there since they told me it would be delivered the next week I didn’t bother checking the tank gauge under the understand that they were not planning to have it there that week. 
  plus, I was originally told when I called and again when I returned to the business that there was no ticket for my delivery when I called to see if it was still scheduled on the Tuesday and they put the second ticket on was caused by their system because they cannot see what the trucks are doing once they leave. I fail to understand what else I was to do in this situation to right it further than I did. They made a mistake and now I have to pay for it. They had no knowledge of any of this until it was brought to their attention. By me. 

  

  Business Response

  Date: 02/06/2025

  Hi *******,

  We realize the history behind the 2 deliveries, we know you didn't realize you already received the delivery on the Feb 7th when you called again on Feb 11th, and we know we didn't have any reason to look into your account after that until the account balance was becoming past due.

  That being said, the 2 deliveries were made, you used the oil from the 2 deliveries to heat your home this past winter, so we can not take the oil back, all we are looking for is to get paid for the product that was delivered and used. We have made numerous concessions already on this delivery in question, please pay the outstanding balance. 

• Initial Complaint

  Date:02/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I have a complaint about this company as we bought a hot water heater in 2016 and paid 2000 for it , two days ago there was a water leak around our tank , we called ************s about this and they sent a guy to look at it , he said it’s pro under warranty and done nothing except tell us to keep an eye on it and that he would tell the owner of the company , so yesterday no calls back and we kept checking on our tank then last night we heard the furnace come on twice right quick we went downstairs only to find it let go and water in 5 rooms as it’s travelled real quick so I then called ************* emergency they sent a guy last night by 9:30 pm only to look at it and shut of the water pump as we already shut the hot water of then he left took pics after I told him , so today Nov 2, I called them at 8:40 talked to the head guy and he was like nothing we can do but replace the tank and no nothing about getting humidifier here basically not his problem , and after arguing with him he said I’ll send heaters but nothing yet so now our whole basement could be ruined and he isn’t doing a thing about it

  

  Business Response

  Date: 22/11/2022

  Here is how this situation all played out.

  
  

  On October 31st we got a call from the client telling us that there was water leaking from their indirect water heater. We had a technician who was in the area on other work stop by and assess the situation. This was late in the afternoon, approximately 3pm. He notified the customer that the water heater was leaking and would need to be replaced. The client told the technician that they still wanted hot water in the meantime so the technician instructed them to keep an eye on it and showed them how to shut the water off to the indirect if the leak worsened. Otherwise the technician was going to shut the water off to the indirect and the customer would be without hot water until the indirect water heater was replaced. He left it to their discretion on what they wanted to do, leave the water on or shut it off but informed them it should be replaced.

  
  

  The next day, November 1st, we had to order the water heater and information from the existing water heater was submitted for a warranty claim. It was determined the existing water heater was outside its warranty period and there was no warranty remaining on that unit. 

  
  

  The night of November 1st they called our after hours emergency line as the client mentioned as the existing water heater leak worsened and their basement had flooded. We sent another technician to the house that evening within an hour of their call. All this technician could do at that time was what they explained to you, they had the water lines shut off to the indirect as the previous technician instructed and when he arrived there he shut the main water off at the water pump. 

  
  

  The next day, November 2nd, the new water heater arrived at our warehouse. The client called again that morning with a complaint of a flooded basement due to the failure of the water heater and insisted that we deliver a dehumidifier. As a courtesy to our customer as they stated they couldn't afford one, we went to **** Building Supplies and purchased one and delivered a dehumidifier to the address. Water heaters leak in basements all the time and we do not normally supply dehumidifiers as it's not in our line of business. Our technicians were busy that day and booked up for a number of weeks so we made arrangements with a subcontractor to go to their location with the new water heater and install it that same day, November 2nd. 

  
  

  All in all, we did everything in our control to keep the customer happy, including trying for warranty, and getting the water heater replaced in due time. As you probably already know most contractors, like ourselves, are booked out weeks in advance.

  
  

  If there is anything else that needs clarification please let me know.
  

  
  

  Thanks,

  
  

  ****** ************

  Customer Answer

  Date: 23/11/2022

  It’s resolved