Complaints

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

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• 

  Griffith Energy Services, Inc.

  6996 Columbia Gateway Dr STE 202 Columbia, MD 21046-3310

  
• 

  Griffith Energy Services, Inc.

  260 Eastern Blvd N STE A Hagerstown, MD 21740-6584

  
• 

  Griffith Energy Services, Inc.

  3223 Sun St Curtis Bay, MD 21226-1028

  
• 

  Griffith Energy Services, Inc.

  618 E Main St Berryville, VA 22611-1527

• 

  Griffith Energy Services, Inc.

  11066 Middleway Pike Charles Town, WV 25414-4367

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:06/03/2025

  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.

  My father has a vacant home in **********, ** that I maintain - bill payments, yard work, etc. During the winter/cold months, Griffith Energy periodically delivers oil to the property for heating purposes. Since the home is vacant, I personally gave a set of keys to the locks on the backyard gate to a Griffith Energy technician several months ago for the purpose of being able to access the oil tank in the backyard for oil deliveries. I visited a Griffith Energy facility on May 27, 2025 to obtain my keys. My keys have been lost, stolen, misplaced, discarded, or destroyed since they have been in possession by Griffith Energy. I emailed several of Griffiths corporate officers on May 27, 2025 to inform them of my loss to which I have received no response. - I attempted to safeguard the property by placing an industrial-type chain and industrial-type locks on the backyard gate to deter and/or prevent invasion - these locks cost almost $300.00 and I have requested to Griffith Energy to reimburse me for the cost of the locks. Again, I received no response. I have documentation of completely unsatisfactory customer ********************** that was poorly provided by Griffith Energy this past Winter. Their negligence and unprofessionalism is totally unacceptable and unfair to me, a paying customer. Please assist me in resolving this problem.

  Business Response

  Date: 06/04/2025

  Thank you for reaching out to us.

  We have located the missing keys and will follow up with the customer directly to make arrangements to return them.
  

  Thank you.

• Initial Complaint

  Date:05/27/2025

  Type:Customer Service 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.

  GRIFFITH ENERGY DOESN'T RETURN EMAILS SENT MULTIPLE TIMES. THEIR EMPLOYEES WHO SAY THEY WILL EMAIL YOU BACK GHOST YOU. THEY'RE NEVER AT FAULT IT'S ALWAYS THE CUSTOMER. I PAY ON TIME EVERY MONTH YET I'M GETTING SMALL DELIVERIES A WEEK APART FROM EACH OTHER JUST SO THEY CAN CHARGE ME MORE. I WENT FROM $66.00 TO $178.00 AND NOW I'M BEING TOLD IT WILL GO UP EVEN MORE THIS TIME AROUND. I'M ON DISABILITY BENEFITS AND IF IT GOES UP ANYMORE THEN I WILL BE GOING ELSEWHERE.

  Business Response

  Date: 05/29/2025

  Hello.

   

  Thanks for reaching out to us. Our Corporate Billing Team will be reaching out directly to the customer today. I am attaching a copy of the customer's transaction history. It appears to be a timing issue in regard to when her monthly budget payments are submitted as well as a projected shortfall for her normal $178 per month payment amount being able to cover the current balance owed for fuel deliveries for this past season.

  The budget plan allows customers to pay for their fuel over a 12 month period rather than pay larger amounts at the time of each fuel delivery. If a customer's balance due is less than what the customer's monthly payments amount to, they would end the budget season with a negative balance (a credit to them) and the budget for the following year may be lower as a result. On the other hand, if the monthly payment amounts are less than the total amount of the fuel deliveries, the monthly payments need to be adjusted upward to bring the balance to $0 by the end of the budget season.

  The second example above is the scenario for Ms. ******.

  As a goodwill gesture for this long time customer, our local district team will be applying a $100 loyalty credit to the account to help with reducing the overall balance due.

  Thank you for your assistance!

   

  Customer Answer

  Date: 05/29/2025

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

  I PAY EVERY MONTH $178.00 AT THE BEGINNING OF THE MONTH UNLESS MY DISABILITY CHECK IS AT THE END OF THE MONTH. IN AUGUST OF 2024 I WAS TOLD BY THIS COMPANY I OWED $221.00 TO BRING MY BUDGET PAYMENT TO $0.00. I PAID IT ONLY TO BE TOLD LATER I SHOULD HAVE PAID AND ADDITIONAL $178.00 FOR AUGUST TOO. I STARTED PAYING $178.00 IN SEPTEMBER AND HAVE NEVER NOT PAID YET MY BUDGET IS STATING I OWE OVER $500.00. I'VE PAID IN OVER $1,400.00 SINCE I STARTED THIS YEAR'S BUDGET PAYMENT AND IT ENDS IN AUGUST. I WAS TOLD MY PAYMENT WILL BE GOING UP MORE THIS TIME AROUND. I MEAN REALLY HOW MUCH MORE WILL IT GO UP. YOU DON'T KNOW THAT TIL THEY DO THE BUDGET PAYMENT IN AUGUST. IT WENT UP FROM $66.00 TO $178.00 THAT'S A $112.00 JUMP. THAT'S RIDICULOUS. THEN I REVIEWED MY BUDGET PAYMENT TRANSACTIONS AND FOUND THEY CAME FOR SMALL DELIVERIES A FEW DAYS APART WHICH WAS DEFINITELY NOT NEEDED. WHY DELIVER TO SOMEONE WHO DOESN'T NEED IT A WEEK APART? YOU DID THIS AND CHARGED ME FOR IT WHEN IT SHOULDN'T HAVE HAPPENED. I TOLD THE DRIVER "YOU WERE JUST HERE WHY ARE YOU BACK SO SOON" HIS RESPONSE WAS "I DON'T KNOW AND I'M NOT GOING TO BE EVEN PUTTING THAT MUCH IN YOUR TANK". REALLY? JANUARY WAS THE BAD MONTH I UNDERSTAND BUT THIS WAS THE LAST OF FEBRUARY. WE KEEP OUR THERMOSTAT SET ON 68° ALWAYS. I'VE LOOKED AT THEIR PROJECTION OF WHAT I SHOULD PAY OUT AT THE END OF THE BUDGET PAYMENT YEAR AND IF I SUBTRACT WHAT I'VE ALREADY PAID IN THEN I SHOULD BE GOOD IN SEPTEMBER WHEN THE NEW BUDGET PAYMENT STARTS. I MEAN I'M NOT USING HEAT IN THE SUMMERTIME. 

  IT'S STATING $2,341.76 WAS PROJECTED AND I'VE PAID IN $1,468.86. IF I SUBTRACT $1,468.86 FROM $2,341.76 IT LEAVES $872.90. AFTER I PAY MAY $178.00 IT LEAVES $694.90 IN JULY I WILL BE PAYING $356.00 FOR JUNE AND JULY PAYMENT. THAT WILL LEAVE FOR AUGUST $338.90 IF THEY TAKE THE $100.00 OFF IN AUGUST I WILL PAY THE BALANCE OFF OF $238.90 AND MY BUDGET PAYMENT WILL BE AT $0 STARTING SEPTEMBER.

    Sincerely,

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

  Business Response

  Date: 05/29/2025

  Thank you for the response. Our goal with deliveries with every home heat customer is to mitigate the chances for a run out. Hence the extra delivery, though a small delivery. This past heating season was historically cold and most every customer consumed more fuel.

  If you review the 5 yr transaction history the budget payments have ranged from a low of $66 per month to $270 per month. The expected budget amount is simply an estimate of what the annual total fuel expense divided by 12 months.

  Please encourage our customer to work through our Billing Team as they will reach out by phone and are ready to assist. 
  

   

  Customer Answer

  Date: 05/29/2025

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

  GUESS I WAS GOING TO RUN OUT IN THE 5 DAYS BETWEEN DELIVERIES. REALLY? THAT'S FINE. WHATEVER. I'M NOT CALLING THE BILLING TEAM FROM BALTIMORE BECAUSE OF NOT GETTING THE RIGHT ANSWERS OR EVEN A RESPONSE BACK FROM THE LAST 2 TIMES I CALLED. I MEAN I'VE EVEN WENT ONLINE AND FILLED OUT A EMAIL RESPONSE FORM AND GOT NO RESPONSE BACK. SO THIS IS WHAT I'M GOING TO DO. 

   

  Budget Started Out At: $2,341.76

  Paid In Already: $1,468.86

  Subtract These Amounts Leaves: $872.90

   

  Subtract This Amounts From: $872.90

  May $178.00

  Leaves: $694.90

  Subtract This Amount From $694.90

  July (June/July) $356.90

  Leaves: $338.00

  After I subtract the $100.00 Credit from the $338.00 it will leave $238.00 for August.

   Sincerely,

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

  Business Response

  Date: 05/29/2025

  Hello. 
  Our Billing Team will be reaching out to the customer directly as they approve any requested payment options.

  Thank you very much for your assistance.

  Customer Answer

  Date: 05/30/2025

  
  
  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.

  I will not talk to the Billing Department on the phone from Baltimore at all. I never got a clear answer when I talked to them the first 2 times. I never received a response back from the emails I sent through their website. If anyone calls me it needs to be from the Easton Office because that's who I have better responses from. I just paid May Budget Payment and on July 1st I will pay for June/July $356.00. I'm currently looking into other propane companies just to see my options that are out there. Delivering small amounts a week apart is ridiculous. I got billed twice in a week when I was nowhere near running out. I don't care what you say I was not going to run out in a week. Really. I will continue to pay my monthly amount and I know it's going to go up again. Just praying it doesn't jump up another $112.00 or even over $200.00 because it will be a cold winter.

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

• Initial Complaint

  Date:03/29/2025

  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.

  Oil was placed in my tank on 12/19/22; bill was $292.67; I paid the bill on time with check no# *** on 1/10/23. On 1/19/2023, I received a delinquent notice and a late fee. I called and this company argued with me that I didnt pay. My check was cashed on 1/17/23 and I told them this. I ask them to no longer put oil in my tank! On 12/6/23, they put oil in my tank again without my notification or permission. I had switched oil companies in the meantime and there was clearly another companies sticker on my tank. But I did pay the bill because I didnt want to be handed over for any collection. Then, Griffith Oil, supposably put oil in my tank again this year on 1/5/2025! AGAIN without my permission and clearly another companies sticker on my tank! On 2/18/2025, I called 9 times and was cut off. The last call they told me someone would call me within 24 hrs. I have not been contacted to this date. I want them to stop putting oil in my tank and void this bill. Please help me fix this issue with this company as I dont know what else to do and I certainly do not want to do business with them. Thank you for your help!

  Business Response

  Date: 04/07/2025

  Thank for reaching out to us (and for the reminder). 

  Upon researching this account, we cannot locate any account cancellation request for any period of time until Feb 2025. 

  That said, as a goodwill gesture we offered to discount the Jan 5th, 2025 delivery from $4.479/gallon to $2.479/gallon. The credit was processed on 2/28/2025 in the amount of $112.55. The customer paid the reduced balance of $93.80 by credit card on 3/3/2025.

  The customer did receive the benefit of the 45 gallons delivered in January.

  We apologize for any miscommunication on our part and we wish the customer well with their new provider.

   

   

• Initial Complaint

  Date:03/17/2025

  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.

  Statement date. 1/15/2025. This company wants to charge an early termination fee for oil service. I never saw or signed a contract. I paid for all the oil I used. I stopped buying their oil because neither them or their mechanic answered calls for service and did not return my calls.

  Business Response

  Date: 03/17/2025

  Good afternoon.

  Thank you for informing us of this situation. It appears the customer did not sign the Electronic Ceiling Price Renewal Agreement at the time he verbally accepted our renewal offer. In order to pre-purchase the fuel, there are upfront fees we must pay to secure the gallons on the customer's behalf. We do state the Early Termination Fee In the Price Renewal agreement. The ETF Fee enables us to offset the expenses necessary for us to pre-purchase the gallons that we agree to protect for our customers.

  We did honor the price quoted and the customer did pay for the gallons purchases.

   

  As a measure of goodwill, we will have the ETF fee and late charges removed from the account.

  Thank you for your assistance!

  Customer Answer

  Date: 03/18/2025

   Consumer provided BBB an update via voicemail and phone conversation that all has been resolved.

• Initial Complaint

  Date:03/10/2025

  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.

  10/25/24- annual service oil burner clean/ inspect- tech "oil burner functioning properly/efficiently"11/30- called for emergency service- soot coming from burner into house. No return call until 9am next day 11/31- am- tech stated "soot caused by incorrect nozzle/ replaced nozzle, and chimney needs sweep before unit cleaned, but unit safe to use, already burning better w/ less soot"12/5- chimney swept, scheduled experienced tech. to clean unit- 12/6 between 8-12 12/6- Company calls to cancel cleaning- "not emergency". I said we had no heat since 11/31, cant use until burner clean. tech rescheduled but not exp. tech 12/6- 11:25 -12:20 original tech came, cleaned unit 30 min. stated unit "clean/safe" but black smoke still coming out of chimney - tech "normal, clear up in week". Not satisfied I ask did he change nozzle- stated no and checked it stated " very gunked up" looked in burner stated "not safe to use, set up sales appt. to purchase burner. I call *** for supervisor. none available message left 12/9- No super. response- call to speak to supervisor, request appt. to clean/serv. unit by technician w/ 20 years exp. Appt sch. w/ senior tech for 12/10. Email sent to person I spoke w/, she would send to her supervisor- never received reply. 12/9- 1:00 pm- supervisor called, confirmed senior tech scheduled. NO apology offered/or compensation for chimney sweep 12/10- Senior tech cleaned/ serviced oil burner- spent > 1 hour. Replaced nozzle w/ original nozzle of first tech, states "unit doesn't need to be replaced". No black smoke or soot coming from smoke stack at time. currently some soot cont. from under unit into house **No soot prior to Griffith Services. We feel soot was direct result of tech. error and should be reimbursed for cost of chimney sweep. Possibly cleaning home.***Want to warn consumers re: company-poor quality, service ****Letter sent to Griffith, 3 different addresses, outlining complaints, sent 12/30/24 & 1/5/25- no response as of 3/7/25

  Business Response

  Date: 03/11/2025

  Thank you for reaching out to us in regard to this complaint.

  Our recent service history for this customer shows the following:

  Performed Cleaning on 10-25-2024 Nozzle .90 -80
  Fumes and odor call on 12-01-2024 Nozzle .90-80
  Cleaned 12-06-2024  no nozzle change stated. Stated equipment failure / chamber
  Canceled call 12-09-2024
  Inspected and serviced equipment 12-10-2024 stated chamber is good with nozzle change .75-80
  
  With the minimal change of .15 of capacity with nozzle and no change in spray angle it doesnt support the idea of wrong nozzle causing this event. A clogged chimney with little or no draft does support this event (along with the Chimney cleaning document does not have information on what was found or condition on the chimney).

  With this in mind, we do believe the condition of the chimney did lead to the issue.

  However, as a measure of goodwill, we would be willing to provide a credit to the account for $339.00.

  Please let us know if this offer works for the customer and we will process the credit.

  Thank you very much for your assistance!

  Customer Answer

  Date: 03/20/2025

  While we are happy that the company has agreed to credit the
  cost of the chimney cleaning we do not agree with the companies explanations
  that previous conditions caused the problem. We acknowledge the final service
  call has alleviated the heavy smoke and fume issues, but we still have issues
  of black soot coming from under our furnace which we never had prior to this
  company cleaning our furnace. We also assert that the companies claims
  regarding work performed does not match what was told to us by their
  technicians, as the 2nd and 3rd technicians indicated
  that the incorrect nozzle was used. The third technician also made a point of placing
  a sticker on our unit indicating the correct nozzle with degrees that should be used
  with our unit, so mistakes would not be made in the future. No written
  documentation was provided to us on any of the service calls, as to what was
  performed and it was all verbal information provided. I don’t think they
  addressed the fact that the 2nd technician was going to leave my
  house with black smoke still coming out of my chimney yet said it was safe to
  use and it should clear up within a week and he had also had not sufficiently cleaned
  the furnace. I feel the company does not provide satisfactory service. I don’t feel
  their technicians are trained sufficiently and I think the public should be aware
  of this. I would also like to say I was not given enough time to respond to the
   companies response to my complaint and
  the case was closed before I had a chance to reply. I was out of town for a
  funeral for my father in law immediately after the company responded to my
  complaint and it was closed before I could respond. I do have pictures of the soot from various times indicating that the soot has continued over time. 
  

• Initial Complaint

  Date:03/03/2025

  Type:Customer Service 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 contacted Griffith when my heater stopped working and threw two error codes as well as creating an exhaust smell inside my home. The gentleman who came the next day told me that the malfunction was due to a low fuel level and the cold weather. On his advice I filled the tank and was charged $119 for that service call. A week and a half later the heater stopped working again. This time diagnostic found that the main gasket for the unit was chewed up and the entire unit would have to be rebuilt to replace the gasket. At that point I opted to replace the heater with a new system - Griffith's quote was 130% higher than two other quotes I received; I went with another company. Griffith billed me $189 for the second service call and refuses to reduce or forgive it even though the initial service call did not fully diagnose the issue and cost me the fuel tank fill. I've spoken with them twice (an employee named Karen) and she stated they will not assist.

  Business Response

  Date: 03/03/2025

  Thank you for reaching out to us. Our District Leadership Team for the Eastern Shore has determined that the two visits were not related and were billed accurately. That said, as a measure of goodwill we will be applying a $189 credit to the customer's account in order to bring her new balance due to $0.00.

  Thank you very much and we do wish the customer well with their new HVAC provider. If we can ever be of assistance in the future, we would appreciate the opportunity to regain the customer's trust.

  Customer Answer

  Date: 03/04/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ***************

  Customer Answer

  Date: 03/13/2025

  I am re-opening this complaint. This company sent me another bill that has now increased.

  Customer Answer

  Date: 03/14/2025

  Thank you, Please see attached for the most recent billing statement.

  Business Response

  Date: 03/14/2025

  Hello.

  The account shows a $0.00 balance as of today, 3/14/2025.

  GRIFFITH ENERGY SERVICES, INC.
  Transaction Report 2025-03-14 12:03
  Customer# ******* Date Type: All Dates
  ******* ***** Current Balance: $0.00
  *****************************************************
  Event Date
  Posting
  code
  Description Reference TLS Units Ppu Amount
  Open
  Amount
  *Balance
  03/01/2025 71 LATE FEE ******* 0.00 ******** $-2.79 $0.00 $0.00
  03/05/2025 108 SERVICE CREDIT 5 0.00 ******** $-189.00 $0.00 $2.79
  03/05/2025 71 LATE FEE ******* 0.00 ******** $2.79 $0.00 $191.79
  02/02/2025 101 BURNER SERVICE ***** Service 1 0.00 ******** $189.00 $0.00 $189.00
  01/28/2025 211
  CREDIT CARD
  PAYMENT-THANK
  YOU
  12825 0.00 ******** $-565.38 $0.00 $0.00
  01/24/2025 101 BURNER SERVICE ***** Service 1 0.00 ******** $119.00 $0.00 $565.38
  01/24/2025 2 #2 HEATING OIL ****** Tank 1 ***** ******** $446.38 $0.00 $446.38

   

   

  Customer Answer

  Date: 03/17/2025

   
  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.
  
  Sincerely,
  
  ******* ********-******

• Initial Complaint

  Date:02/20/2025

  Type:Customer Service 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 was due for a refill of heating oil. On the Griffith website, I was scheduled/estimated for 01/29/25. I called on 01/30/25 inquiring about delivery as my oil tank was very low. During that call (or one of the other calls) I was told they would "drop" oil to keep it going until delivery of 01/31 or 02/01. Delivery did not happen on 02/01 so I called back. Griffith sent someone out to provide more fuel but I was not at home and was charged for that, which is the basis of my complaint. On the website the call reasons on "No Heat" & "No Oil" for the charge reasons make no difference. As I could not afford during a polar vortex to run out of oil that I was expecting on 01/29.
  
  Multiple calls to the "answering" service, only to be told someone from the "local" office or "dispatch" (who I was told was closed at some point before 5PM EST) needs to talk to me is outrageous. Calls might as well go to voicemail.
  
  On a separate note, I have to say just how "shady" and "transparent" it is when I call (got the "answering service") just to inquire what was the price of heating oil on that specific day just to be told I have to speak to someone in dispatch about that and they would have someone from "dispatch" call me to let me know what the price was that day. No call was received that day (go figure). But seriously, when I called about the above charges, someone from the answering service told me what the price of oil was for the day and I didn't even ask!!!! So what is the price of heating oil today?

  Business Response

  Date: 02/20/2025

  Hello.

  Thank you for reaching out on behalf of our customer in regard to this matter.

  We apologize for the delayed delivery on our part as we have been working around the clock to keep our customers warm during a recent cold weather pattern that has been 124% colder than normal over the past 40 days. The customer should not have been billed the $119 diagnostic fee for our emergency hand delivery of 10 gallons of fuel. He was properly billed for the 10g of fuel that was hand delivered as well as the resulting fuel truck delivery of 205g... both fuel deliveries were priced correctly at $4.279 per gallon. Our price per gallon is listed on our delivery tickets at the time of delivery and the tickets also serve as the invoice to the customer. All of our Agents during normal business hours are able to quote customer pricing. 

  In addition to removing the diagnostic charge of $119, we will be applying a $50 goodwill credit as part of our No Run Out Guarantee Program. These credits should appear on the customer's revised balance by close of business on 2/24/2025. We have attached a copy of the current transaction history and an updated version reflecting the credits promised here will be available by 2/24/2025.

  Thanks again for your assistance!

   

  Customer Answer

  Date: 02/20/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:02/18/2025

  Type:Billing 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.

  We were billed for oil that was not delivered. We attempted to let the company know that we did not believe this oil was delivered, but could not get in touch with anyone who could help. I was home on the day the oil delivery supposedly took place. In order to fill our tank, the person must enter our gated backyard and walk through to the other side of the yard. Not only is this very visible, but we have dogs that always bark when seeing someone near our property. We did not see anyone on the property and the dogs did not alert. But, we had a bill dropped at our door saying oil was delivered on that day.

  Business Response

  Date: 02/18/2025

  Good morning.

  Thanks for reaching out and we apologize for the lack of follow-up for this customer. it appears that the supporting GPS snapshot shots from both our routing software as well as the driver's onboard GPS device support that the delivery in question was made at 9:54am on the 14th.

  I have attached both GPS snapshots as well as the delivery ticket.

  Please let us know if you need any other information.

   

  Thank you very much for your assistance.

  Customer Answer

  Date: 02/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: A GPS tracker does not confirm delivery of oil, simply that a truck was at our house. We know someone came to our house because they dropped the bill at our front door. The dispute is over oil delivered. No one entered the yard where it would be required to deliver oil. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:01/08/2025

  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.

  We have had no air or heat in 7 months. We are under warranty and have a service contract at our home. They have been out about 10 times and now still haven't fixed problem and won't call me back now to come up with a solution. Martha S******** has had a stroke so im thinking this is why they not calling back. I've been told by people at Griffith energy that the reason I've been having problems is because they never kept up with the service contract they canceled a month later I've had nothing but problems

  Business Response

  Date: 01/09/2025

  Thank you for reaching out to us! Our District Installation Manager, Dana M******* contacted the customer to schedule a service visit in order to complete any unresolved issues. 
  

   

  Customer Answer

  Date: 01/14/2025

  Again they called set up appt to come i have someone stay home from work the moment we call our of work now they cancel again for 2 days this is what i deal with daily worth them they are trash

• Initial Complaint

  Date:12/20/2024

  Type:Customer Service 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.

  This company is impossible to speak to. If you’re lucky enough to reach a human, they never have the resources or ability to help. You always have to be transferred and placed on hold. They forced us to replace our tank (which was fine) and put us on stop service. Once the tank was replaced, they kept us on stop service and wouldn’t lift the halt. IN THE MIDDLE OF WINTER. I waited weeks on hold and trying to reach the right people before we finally ran out of oil and I had to call another company. Meanwhile, they had an erroneous charge on my account and now I’ve been chasing them this week for a refund. No one will help me. No one will answer or call back. They deflect. They tell you to relax. Worst oil company. Worst customer service I’ve ever experienced in my life.

  Business Response

  Date: 12/20/2024

  Hello and thank you for reaching out to us. We apologize for any communication issues with our team members that the customer may have experienced.

  We recently installed a new oil tank at the customer's landlord's request earlier this month. 

  The customer's balance is $0.00.

  Please let us know if the customer would like for us to resume deliveries or if she has made other arrangements.

  Thank you very much for your assistance.

  Customer Answer

  Date: 12/20/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response. 
  
  
  
  Sincerely,
  
  
  
  ******** ************