Complaints

This profile includes complaints for Fawcett Energy Partners, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Fawcett Energy Partners, Inc. has 9 locations, listed below.

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  Fawcett Energy Partners, Inc.

  82 Main St Kingston, MA 02364-2298

  
• 

  Noar's Oil Company

  38 Albany Street Worcester, MA 01604

• 

  Noar's Oil Company

  38 Albany Street Worcester, MA 01604

• 

  Fawcett Energy

  38 Albany St Worcester, MA 01604

• 

  Noar's Oil Company

  38 Albany Street Worcester, MA 01604

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:05/14/2024

  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.

  On 4/4/2024, I contacted the business for service for having no heat. The service tech came by and took a look at the system. He replaced the pump for the boiler and everything seemed to work just fine.In the early hours of the morning, started noticing some smoke and a heavy smell of burning oil. Called again to let them know this very concerning new details. they refused to provide any type of warranty the service that they provided less than 12 hours prior due to a previous balance on the account. After another hour or so after they refused to do anything about it, the carbon monoxide alarm and fire alarm both went off to which we contacted the fire department. *************** came in, disabled the boiler for safety, and found a wire that was used to bypass the thermostat the technician used for testing the boiler still attached causing the unit to run nonstop. They vented the house to remove the ** and all was fine. Had to call a different company that came out and replaced a valve, installed missing screws on the exhaust system, removed a large buildup of soot in the system that originally caused the fire, and recommended a boiler replacement.Called Fawcett again to let them know what happened. Didn't receive a single apology, nor any type of attempt to provide service for what they caused, only that there is still a balance and they wont do anything about it. Told them that I refuse to pay the bill since they caused this event that could have caused much more damage if no one was home.

  

  Business Response

  Date: 05/20/2024

  
  
  ************** contacted our company for emergency service after hours on 4/4/2024.  ************** was not an active customer.  ************** had canceled his account on 3/15/2024. He called and our answering service and a technician was dispatched to his home.  The answering service and the technicians have no way to know if it is an active customer.  I'm not sure why he didn't contact his new Oil Company to come out.    Our company policy is that we only service people who purchase oil from us.  The next day he called for service again and we explained that he had a previous overdue balance which needs to be paid.  ************** was also told that we only service customers who buy oil from us.  We offered to reinstate his account as long as he paid his balance and would commit to purchase oil from us, then we would send a service technician.
  
  
  I have tried to contract ************** by phone and have not been able to reach him.  Since Mr.  ***** stated we did not rectify the problem we have removed the charges and he now has a zero balance.   
  
  
  
  
  
  

• Initial Complaint

  Date:12/07/2022

  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.

  On 11/02/2022 we call fawcet oil company to provide a service to our furnace. Going back to *** we moved in we call fawcet to start oil service they came in for a first time tune up and we were having a lockout issue . They came and the technician told us we had to leave it in lockout mode and call them to come over that way they could plug a computer and find what exactly the problem was. That didnt happen for a while . Fast forward to the 11/02/2022 we left the furnace on lockout so when they show up they could do what they told us. Technician came in did his tests and told me it had to replace the *** cell and wiped the nose and that would fix the problem. I told the tech that *** cell was new he said it needed to be replaced. He went ahead and replaced it. They charged me $155 for the call plus about another $100 in *** cell and wiping the nose for like 27 minutes in there. They leave a few days later the same problem occurred, lockout again and again. I called them again on 11/14/2022 for the same problem. Second and different Tech showed up did all the test the first one did I told him what was done he tells me the ignitor is the problem and needs to be replaced I tell him the first tech tested and said it was okay. Tech tells no hes a 100% sure and replaces the ignitor, $156 later they want me to pay for it plus the call again. Same night furnace goes into lockout again 3 times. On 11/15/2022 I call again they sent me a third and different Tech. Young kid comes in look at it does all the tests once again and tells me that hes sure its the electric vent motor that has to be replaced. Tells me had to order it and leaves. He comes back after a few minutes and tells me he thinks its something else. Checks the box nest to it tells me he was wrong and its the mother board. Goes get the part and replace fixes it. Now they want to charge me for 3 calls plus all the parts that they replaced and didnt have to replaced. I ended up paying $663 they want $156 not!

  

  Business Response

  Date: 12/08/2022

  The customers account was set up on 9/29/20.  It was set up under *****************************, not under *************************************   We were told they just bought the house in July.  The customer received a free tune up on their heating system on 11/23/20.  They have not called for a tune up since and it should be done every year.  We would tell a customer who is having issues to leave it on lock out and dont hit the re set because it helps to determine what the actual problem is.  There is no computer to hook up to tell us what exactly the problem is.  Sometimes it is a process of elimination.
  11/3/22   We received a no heat call and the customer said the reset did not work.
  The technician told Mr. ************* that he replaced the *** cell eye and nozzle.  ************************** told ************** that the *** cell eye was new.  If he had a new one installed it was not our company that installed it.  He must be using another company for service but ************** said it was not new.
  He also replaced the nozzle on that visit.  Since the customer does not have a ********************** plan he was charged for parts and labor.  The bill on that visit was $228.75.  We have already adjusted this bill too. We reduced the bill to $73.75 and did not charge labor.
  11/14/22 Customer called in that the system keeps shutting down.  The technician went out and replaced the ignitor.  The total bill was $311.00 we removed the labor charge of $155.00, which brought the bill to $156.00 for the parts.
  11/15/22 Customer called again for no heat.  The technician that went out replaced the power venter control.  The total cost was $666.75.  We have already reduced that bill to $589.25.
  As I said above sometimes unfortunately it is a process of elimination.  We already adjusted the bill.
  As a good will gesture we will remove an additional $73.75 that removes all charges for the 1st call on 11/3/22.  The total adjusted on the account comes to $ 461.25
  Regards,
  ***********************
  

  Customer Answer

  Date: 12/08/2022

  Yes the account is under my Wifes name which ** also responsible for it so thats why Im taking care of it from now on. Just to add to the business response we never said the reset wasnt working because we never did like I said before when ****** came the first time for a tune the Tech told us dont hit the reset the computer will tell us , now if theres no computer we dont know that what we were told. Cad cell was knew didnt need to be replaced and the nozzle was t replace I was there I watched the whole procedure. And like I mentioned parts were replaced without needing to be replaced because after 4 attempts to fix , clearly those parts wasnt the problem when the last Tech changed something not even on the furnace itself. Im willing to put this behind us and keep going forward I tried contacting the customer and billing department but I was told we would get a call and we never did thats very unprofessional not getting a call back or having to call several times. But we only want to pay our bill fairly. We just paid a bill of $663 and now theres another bill of $156 so you telling me that the total will be $450? What about the $663 we already paid? And will this remaining $156 bill be removed from our account ? We are really willing to resolve this and like I mentioned put it behind us and move forward and we would like to keep getting oil from Fawcet but if we cant resolve this too bad. 

  
  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,

  ****** C

   

   

  

  Business Response

  Date: 12/12/2022

  A complaint came in and the customer did not agree with our response.  We do not wish to keep going back and forth.  
  It seems we can't come to an agreement. The Customer is dissatisfied with our ********************** department,  customer **********************, and billing.
  As a good will gesture we have removed the remaining charges for service on the account and there is a zero balance.
  I was trying to respond to the email from BBB but it would not allow me to answer to ***************************'s response.
  I will send him a statement showing a zero balance.
  
  

  Customer Answer

  Date: 12/12/2022

  I have reviewed the response and Im willing to end this issue and accept the response. Yes we have received a statement showing zero balance, thou on our account still shows remaining a balance. As son as the balance shows zero well be more than happy to keeping doing oil business with ********** , cant say the same about service. Once the balance is completely zero I will be more than happy to upgrade my review since the business was willing to resolve this issue and was professional about it . 
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **************************************