Complaints

This profile includes complaints for Jennings Oil & Propane's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Jennings Oil & Propane

  30 E Franklin St Danbury, CT 06810-5804

  
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  Jennings Oil & Propane

  10 Allen Dr Gaylordsville, CT 06755-1533

  

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:02/12/2024

  Type:Billing 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.

  On February 7th, I contacted J******* Oil and Propane, to come and service my boiler for not having enough heat. A technician was sent when inly mother in law was present at the property. She was able to put me on the phone with the technician so I could explain the work needed.
  
  The technician stayed at my property for an hour and left a blank invoice without stating and specifying the prices for the parts that were replaced. He never asked if agreed with the work done or the cost of the job. He proceeded to do the work and left the property without stating the actual price of the job.
  
  After noticing this, I ******* the parts stated on the invoice and found their prices on the internet, so I could have an idea of what I was expected to pay. A week later, I received an invoice for $414.37.
  
  They charged 1 hr of labor at the rate that was disclosed to me, but they charged a ridiculous mark up on the parts they replaced.
  
  The Honeywell power head that they replaced costs around $60-$80 on the internet. J******* charged $180.03.
  
  The relay replaces costs $15-$20 online, and they charged $49.60.
  
  After calling the company this morning, the gentleman who answered the phone stated that that was their mark up, that was their price. He demonstrated no interest to help me or find a solution or even clarify the situation.
  
  This is very unfair and disappointing and I hope we can find a solution that is convenient for both parties.

  

  Business Response

  Date: 02/14/2024

  We are sorry to hear that you were not satisfied with the emergency service call that we provided when you called for insufficient heat.  We schedule service at a time that is convenient for the customer and someone will be at the residence and when it fits into our emergency service schedule.  We are always happy to speak to our customers over the phone if they cannot be there.  

  The paperwork left at your home is a work order with a description of what work was performed and any parts used.  It is not an invoice.   Many of our customers state that they want to know what the approximate cost will be prior to the work being performed.  We are happy to provide this information once the technician diagnoses the problem. Many of our customers do not need the pricing prior to the work.    We gave our hourly rate to you when you called but did not know what parts would be needed until the issue was diagnosed.  You did not ask for costs to be given to you prior to the work being performed or we would have provided them.   Communication is so important with our customers and we are always willing to work with what our customers would like - just let us know.  Our technicians follow our policy of providing emergency service when requested, diagnosing the issue and replacing parts needed to resolve the issue, provide the work order with description of work performed and parts replaced, and record the time they start and end the job.  

  Our service department then bills the work to the customer from the information the technician provides.  Our company purchases parts from various suppliers.  Hundreds of parts are kept in our stockrooms and our service vans are fully stocked.  We invest in all of these parts so we are able to provide emergency service to all of our thousands of customers.  Yes, the parts are sold to our customers at a higher rate than we purchase them.  We are in business to serve our customers and have a profit.  Our profit is to pay our employees, their benefits, keep our fleet of vehicles in top shape and support all of the communities where we serve our customers.

  We always want to hear from our customers - both when they are satisfied and not satisfied.  It is sad when someone goes to a public forum and social media.  We understand you called in and spoke to our service dispatcher.  Our managers are always available to speak to a dissatisfied customer.  We are sorry that the outcome of your call was not satisfactory to you.  Please let us know if you would like to speak to one of our owners or managers and we will contact you directly.  You can also call our office and speak to our Oil Service Manager, David W********** at ###-###-####, extension *** or Jeffrey J*******, General Manager at ###-###-####, ext ***.

  Thank you.

  Customer Answer

  Date: 02/20/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  

  I had a conversation with Jeff J******* and was able to discuss my points and concerns. He was very honest and supportive. He addressed the situation and provided some solutions. I feel satisfied with his response.
  
  
  
  Sincerely,
  
  
  
  **** *******