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:01/29/2025

  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.

  I have a credit balance on my account and have requested two times for reimbursement since 1/4/25 Every time I make the request I am told their is no account payable representative available to speak with on that given day to get any resolve I feel I am being given the run around by large corporation that is providing lame excuses

  Business Response

  Date: 02/14/2025

  BBB spoke with the business and they advised they would be reaching out to the consumer to rectify the issue.

  Customer Answer

  Date: 02/14/2025

   
  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.

  Cleghorn oil has paid me in full
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:01/17/2024

  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.

  I receive bills for repairs from the Cleghorn company. My payment for the service they performed on 11/16/23 was already made on 11/15/23 - 275$ . Additionally, Cleghorn charged me 175.38$ for the primary controller which I sent back to them after I spoke with their customer service that was replaced it because according to other specialist it was not good. The receipt shows that it was sent back to Cleghorn in *********, **. (Customer Service told me to send it to ******************************************************************)They want to charge me for this part I already returned and for service I already paid before they come first time. Because they don't want to fix my furnace -they are claimed that is my thermostat fault. I hired a private contractor - ******** and he talked to the person of Cleghorn Oil that their oil was not good bc my igniter is complete black and definitely it is not thermostat issue even I replaced the **** thermostat. Cleghorn person after talking with bosses, called back and said they can't pump out until Monday, but it didn't happen because they told me on Monday, that their oil was fine. I sent the oil for testing, and they found that there is 6% biodiesel instead of 5%. I will not pay for something that is not repaired and I want them to take their oil from my tank and return the money for the oil I paid.

  Business Response

  Date: 02/09/2024

  We will refund the 175.38 for the part that she mailed back to the company. As for the fuel. The customer receives a fuel called "Winter Blend" there is nowhere on the delivery ticket that states a biodiesel content. In fact this fuel comes from the port in ********** where there is a mandate stating that the fuel has to be 10% or higher. ********************************************************

  The customer gets the lowest biofuel blend the company has. This fuel is blended with small amounts of biodiesel at the terminal per state law in **. So the fact that she states the fuel has 6% of biodiesel is irrelevant since most of the fuel supplied to customers in ****** ***** comes from ************. ************* has no minimum or maximum with regards to biodiesel content. She has been burning the exact same type of fuel since she opened the account in 2014 because the tank is located outside. Her **** brand thermostat was installed wrong and was stealing power due to improper wiring from the oil burner. Replacing the Nest thermostat with another nest thermostat wouldn't change anything because they didn't run the third wire that is needed for a **** thermostat. He home has 2 wires and needs 3 for a **** brand. We tried suggesting replacing the thermostat that only requires the 2 wires which she has but she did not want us to make that change. The ignitor is the electronic part that was getting false readings from the **** thermostat and therefore not working properly and turning black. Its a electronic device, fuel doesn't go through this device.  The other service bills that the customer owes are valid and she has continued to consumed the fuel in the tank showing its clearly not a fuel issue. 

  Customer Answer

  Date: 02/09/2024

   
  Complaint:********
  
  I am rejecting this response because:

  The heating oil #2 should contact no more than 5% biodiesel. However, the my private contractor who called on Saturday bc you refused  to come back and fix that furnace spoke with one of you person told that oil from my tank need to pump out bc oil is  too thick. He ask me what company delivers my oil and he told me about your thousand customers who were affected  by oil. The person called back after spoke with bosses and told me that they can do it on Monday  but nobody show up. I called another company who find out that no thermostat was issues  (of course I replaced the thermostat to prove that is not issue   ) only someone  probably from your company bc I only used your technicians to maintenance and for emergency situation wrongly wired  the system and according to them blower was stealing power and running constantly. Looking back I remember that were few situations when your technician  come to clean my furnace and called others bc cant turn on and others come to help him. I was one day  and saw how they tried to figure out with those wires.  However, my issues starts after your delivery oil to my house. I'm so upset bc furnace is broken for good and cant be fixed. it happened to me like other customers who bought in past oil from your company. 

  The part  what I was returned I accepted your refund but I'm not going to pay the rest of money bc I pay already first time for something wasn't fixed and leads my system again  to turn off and finally to broke.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/09/2024

  The consumers statement about how much biodiesel is "allowed" in fuel is incorrect. You cannot get heating oil in ************ (where almost all central mass dealers get their fuel) that contains LESS than 10% biodiesel. Their knowledge of biodiesel is wrong and the company will not agree to anything that is based on incorrect information. The people who fixed their heating system are also unaware of the fact that Cleghorn Oil offers a number of fuel products and that the customer is getting the fuel with the LEAST amount of biodiesel in it already and that the level in the fuel at 6% is well within industry standard. Please review the link in the last statement showing the plan for ************ fuel percentages. 

  Here is a link regarding ************* and the state government requiring that state buildings use fuel that has a higher percentage of biodiesel in the fuel. There is no minimum or maximum limits in MA for the fuel but it says something when the state owned buildings are required to burn higher than 10 percent biodiesel. 

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

  The remaining balance after the credit of the part mailed back is valid and stands. 

   

   

  Customer Answer

  Date: 02/09/2024

   
  Complaint:********
  
  I am rejecting this response because:

  I'm not satisfied with their response. Also, I checked the oil  ticket there is nothing said about biofuel.

  
  Sincerely,
  
  ***************************