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:11/28/2023

  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 Services has refused, after multiple requests, to remove three service contracts from my account that total $1,893.86. I never agreed to these service contracts, nor was I notified that they were added to my account. These are service contracts for a furnace and two HVAC. I no longer need my oil furnace as of 5/2023 as Griffith installed two new HVAC units, for over $20k.
  In addition, I was put on a payment plan for oil delivery and was not billed a consistent amount each month. One month the bill would be $216.00, another month $6.00 or $3.00, and then some months, no charge at all.
  I received an oil delivery on 10/08/22 for a total of: $3,139.86. I have paid to Griffith $1,246.00 which is based on the bills they sent me. They now want: 3,295.71.
  I have spoken to multiple people in their billing department to try and get resolved and have the three service contracts removed and nothing has been resolved.
  I'm currently paying them $300 a month and my bill keeps increasing. I tried signing into my online account to see why the charges keep increasing over the 1.5% late fee and got an error message that my computer clock doesn't match their website clock and that I have to correct mine before I can log in - my clock on my computer is accurate.
  Their billing statements are never itemized and I can't tell if or how payments or charges are begin applied to my account. When I asked for an itemized statement, I received an email that cuts off the right side of the statement that shows the current balances.
  They are now threatening to send my account to a credit collection company - even though I'm paying a regularly and they won't correct my bill.

  Business Response

  Date: 11/30/2023

  Thank you for bringing this matter to our attention.

  We can certainly remove the three service plans identified with this complaint and provide the necessary account credits (as well as remove any associated late charges). We apologize for any previous communication issues with the customer's local district.

  If this satisfactory, please let us know and we will apply the necessary account adjustments.

  Regards,

   

  Griffith Energy Services, Inc.

   

• Initial Complaint

  Date:10/05/2023

  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 purchased 13 years ago an HVAC system. It was installed and we had it serviced through Griffith. I paid for an annual checkup this year to have a complete checkup. The evening before the service person came out we noticed it was freezing up. The technician did some work - not sure what. We called back to have someone else come out. They said they serviced it. I home became warm as the weather was warming up. Once again I called to schedule. In the meantime, I moved my elderly parents cross country as my father's health has been declining. I explained to the technician when he came out the unit is still running all of the time and the house is hot (84 degrees - at night!). He said a part in the coil needed replacement. The cost was pricey, but they also had to order it and it could take up to a week. Of course, this was over a holiday weekend. We waited it out with temps in the house hitting 89. We were told THIS WAS THE FIX. The part came in and was installed. I am not even sure if refrigerant was added - I was told it was. The next day it was still hotter than hell and my Dad was struggling. Called again. They sent someone to add more in case none was added. It was low. The next day....we were still hot. Tech finally comes back out a few days later. The coil part was bad - here we go again. They ordered it. When it came in we learned what we needed was a good service tech who could have told us in June we needed a new unit. After 1/4 of the summer sweating and countless calls to "Dave" the service manager we opted to have ****** install our new unit. We lost $1224.00, our time, and 1/4 of our summer. Dave doesn't return phone calls anymore and I am done chasing someone who just doesn't seem to care. All I am looking for is my money back. If I bought a new one they were willing to credit me. I was told "Dave" was the "top" and there was no one higher I could speak with.

  Business Response

  Date: 10/06/2023

  Thank you for reaching out to us. We respectfully disagree with the the customer's summary of the work history regarding their HVAC system. The repairs were recommended and agreed to before any work was performed. The offer to credit any of the service charges referenced here came with the stipulation that the customer purchase a new system from Griffith. Instead, the customer opted to go with a different provider.

  Any delays associated with the repairs were due to manufacturer delays.

  We apologize for any lack of follow-up from our District Service Manager as our goal is the same as it was when we founded in 1898. That goal is 100% customer satisfaction. Clearly, we did not meet the customer's expectations.

  As a measure of goodwill, we are offering a $600 adjustment to the customer's account.

  Please let us know if we should proceed with initiating a check request to the customer.

   

  Customer Answer

  Date: 10/12/2023

  
  
  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:09/26/2023

  Type:Sales and Advertising 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 called Griffith Energy Services to get a price on fuel oil as I was looking to go with a company with a better price if they offered one. They said they needed my social security number and additional information in order to give me a quote. They also told me that upon signing up with them I had to agree to have my furnace serviced. I told them if I chose to open a contract with them sure. I was only getting prices and wasn’t switching companies yet. I just wanted prices and time to think about it. I would call them back if I decided to go with them. I called back a few days later to tell them that I wasn’t going with them. They said ok. Well next thing I know two guys showed up to service my furnace, which I didn’t schedule, and then got a bill for it even though I did not authorize the service . I also found out that they opened up an account without my authorization! Now I’m being forced to pay for something that I didn’t ask for which is wrong because I told them that I was only pricing. I feel I was misled and scammed by this company. I do not feel I should pay for having an account opened and service scheduled without my authorization, but I’m told I have to or will be placed in collections.

  Business Response

  Date: 09/27/2023

  Hello.

  Thanks for reaching out to us in regard to this new customer that established an account with us this month for both heating oil and propane. Our records indicate that the customer did provide us with the last four digits of their ss# as part of the new account credit approval process. The account was approved and the customer scheduled the required Safety Check for the propane tank to be completed (offered free of charge).

  The customer was also informed that they would even receive a $125 in free fuel credit after the initial delivery for choosing our automatic delivery program. The customer also qualified for deeply discounted fuel pricing as a new account promotion as well.

  The current balance due is $0.00 and no deliveries have taken place.

  We are sorry that the customer feels that they were misled in any way, but we followed all standard protocols in establishing a new account.

  We have suspended the account per receipt of this complaint and will terminate the account per the customer's wishes upon confirmation of this response. Again, the customer does not owe anything for services rendered.

  We would appreciate the opportunity to do business with the customer moving forward, but will certainly terminate the account if the customer so chooses.

   

  Regards,

   

  Kevin

  Customer Answer

  Date: 09/27/2023

  
  
  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:07/31/2023

  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.

  I bought a few mini split units from this company. This was 2 years ago. Last year the one in the kitchen refused to turn on. They came out after awhile and replaced the board in the unit. Again this summer when I went to turn the unit on it refused to turn on. After many complaints 2 people did come out to look at the unit. The unit is not talking to the unit outside. My complaint is that there has been no communication about what they want to do about this problem.I have called several times and they say they will email or call the manager, but no one gets back to me. I spent a lot of money on these units and I want this issue resolved. If I had this unit for many years it is one thing, but I have not.

  Business Response

  Date: 07/31/2023

  Hello.

   

  We will have our District Manager follow up with the customer directly.

   

  Thanks for bringing this situation to our attention.

   

   

  Customer Answer

  Date: 08/09/2023

  I placed a compaint earlier. #********. The company was supposed to call me. I have yet to receive a phone call. They should be willing to help their customer who gave them 20 thousand dollars to install a system. I am very disappointed and not sure they know how to fix any issues. Please stop putting in this product if you are unwilling to help your customers after it is installed.

  Business Response

  Date: 08/15/2023

  Hello. Our District Service & Installation Manager has last reached out on Friday, August 11th.

  A new control board for the kitchen area is currently unavailable through the manufacturer. The other control boards for the home are operating properly.

  Our District Service & Installation Manager, Dave N***** (410-3******* and dn*****@griffithoil.com) left a message for the customer with this update on 8/11.

  As soon as we receive an update from the manufacturer, we will reach out to the customer with estimated installation date.

  Thank you.

   

• Initial Complaint

  Date:07/21/2023

  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.

  - A/C Unit & Air-Handler purchased 05/31/2016, installation began 06/2016 during.
  
  - During installation, constant issues occurred immediately with the ***** ************** variable speed air-handler, resulting in bring in a ***** consultant to resolve the issue instead of replacing.
  
  - I do not recall the date of the next incident, but it was during the summer months of June-July:
  * The air-handler lost its programing due to a shortage
  * I was told Griffith experienced an issue with their computer systems resulting in the order of the replacement module taking several weeks; during extreme summer whether
  
  - The next instance happened in 2022, the exact date escapes me; however, the repairs began in 04/2022:
  * Water from the coils inside the air-handler leaked and pooled into the duct system, spilled through the lining of the ducts, saturating the ceiling, and aggressively burst through from above, causing $200+ water damage to my ceiling and floors
  * Griffith charged for the replacement duct and offered no repair assistance
  
  - The current issue began in 05/2023:
  * The condenser fan motor in the air-handler stopped working
  * 05/19/2023, Griffith resolved the issue by replacing the motor, charging $1,235
  ^ This involved removing and installing the motor in the attic, where the air-handler is located
  * The incident implies either the motor was dropped, or one of the two repairmen stepped on an insulation area, resulting in a hole in a bedroom ceiling!

  Business Response

  Date: 07/24/2023

  Thank you for reaching out to us. Our District Manager will be contacting the customer directly in order to schedule the necessary ceiling repair.

• Initial Complaint

  Date:07/13/2023

  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.

  Carl King Company 1400 East Lebanon Road Dover, De 19901, owned by Griffith delivered oil without request. This account was closed out in September of 2022 and told them to not deliver oil to our home anymore. The company made a delivery on Jan 3,2023 and at the time without request-or permission, I could not reach them I decided to email them from my office/while sending a copy to my home personal address which I have disclosed in the documents telling them they made a delivery mistake and need to get their oil out of my tanks or forfeit the oil. I've talked with Karen a few times in the billing office about resolving this. We last spoke months ago when she asked me to give her more time to resolve this. I told her if there were no resolution, I would have no choice but to contact the BBB. Since then they have sent my account to a collection agency called ******* ****** ********, under the name Petro Heating and Oil & Services. I want this bill taken care of- where the account is 0.00 and this debt removed from my credit report since they neglected to contact me. I have attached the supporting documents needed. I also have handwritten dates to support other information. The bill is 335.69 currently because when I closed out my account apparently, I paid more then I should have. I told Karen instead of making a delivery, the company should have reimbursed the overage which also did not take place.

  Business Response

  Date: 07/14/2023

  Hello. Thank you for bringing this to our attention! 
  We will be removing the charges for the January delivery.

  Please share our apologies and this information with our customer?

  Thank you very much!

  Customer Answer

  Date: 07/17/2023

  
  
  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 also tried to dispute with the credit company through email provided but my gmail account notified me that this was undeliverable. If I have any other contact from them, I will be reaching out again. Only from experience, I have learned that the oil company is not very big on communication or resolve. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:06/16/2023

  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.

  The company delivers oil and leaves a delivery receipt with the amount of oil delivered and the total dollar amount of the delivery. On the receipt is a discount, which can be subtracted in paid within 30 days. The check is sent the same day as the delivery, yet the amount subtracted as a discount is reflected as unpaid on the next billing statement, plus late fees, and finance charges are then applied. Despite requests to adjust the balance, they never do and finance changes and late fees continue to accrue.

  Business Response

  Date: 06/22/2023

  Thank you for brining this to our attention. We apologize for this issue and removed the finance charges and fees that were incorrectly accruing on the account. The corrected new balance will only be for the Gold AC Service Plan for $339.95.

  Sincerely,

  Kevin

   

  PS Our point of contact for billing for any follow-up questions is Susan C*** at ************ or *****@griffithoil.com.

• Initial Complaint

  Date:06/14/2023

  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.

  Account number 10-*******, Carl King Energy Services, 1400 E Lebanon Rd, Dover DE 19901
  
  When paying a previous bill, we notified the company that we were no longer interested in automatic delivery. We also included a $50 promotional coupon. In April we discovered when we received another invoice, that there had been a delivery we did not authorize.
  
  We also noticed that the coupon had not been honored.
  
  On or about April 25 I spoke with the customer service office. I explained about the coupon, which had not been honored. They promised to correct that.
  
  I also explained that we had not authorized a delivery. “Well, I can’t take the oil out of the tank,” the lady said. “You don’t have to pay that bill.” I explained that I would pay it after I decided what to do.
  
  I followed up with a letter, based on the information on the back of their invoice, explaining that they had not paid attention to our note, enclosed with the previous bill, to stop automatic deliveries. We cannot explain why there was a problem.
  
  On June 12 I received another bill, this one with the past balance of $384.59, a $50 credit, and 60 cents off for the previous “late fee.”
  
  On June 13, I recieved a robocall from “Unknown Number” in Baltimore. This was Carl Kings office asking for me to call. So I did.
  
  I explained AGAIN what happened but there was no record of my previous conversation. I was told someone would call me back.

  Business Response

  Date: 06/14/2023

  Hello.

  Thanks for reaching out to us.

  We apologize for this situation. We have applied the $50 credit coupon as noted on the customer's statement.

  We will put through an additional adjustment of $.60/gal on 73.1 gallons for the delivery in question as the additional goodwill gesture. The credit will be $43.86.

  We will also credit any late fees associated with this transaction.

  Thanks again.

  Kevin

   

  Customer Answer

  Date: 06/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Offer is insufficient. See attached.
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:04/18/2023

  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.

  I called Griffith Energy Services in January, Feb, and March of this year. Each time I asked them to stop delivery of oil because I was converting my HVAC. The company continued to deliver. The sales associates did not ever notate my account until March. Sales manager Brittani C***** started a verbal altercation with me when I asked them to come pump out the fuel. I advised her that her tone was a non starter and I asked for another representative to assist. Griffith energy is refusing to help me find a resolution, they pumped oil into my tank without consent. Now I'm left to figure it out.

  Business Response

  Date: 04/19/2023

  Thank you for reaching out to us. We were just made aware in writing by the customer via an email to our website that she wished to stop fuel deliveries as she is converting their system to another fuel source. Our District Customer Service Manager spoke with the customer in hopes of mediating the situation. 

  Before we could offer a reduced price during their conversation, the customer abruptly ended the conversation. 

  As a measure of goodwill, we would be willing to offer a reduced price of $2.999/gal (well below the delivered price of $5.399/gal.

  We are not in error given the timeline of notification and will not be offering to pump the fuel out. Additionally, we would extend payment terms another 90 day, free of any late fees or finance charges. The delivery of 114 gallons stands as delivered.

  Thank you very much.

   

  Business Response

  Date: 04/27/2023

  Please accept out apologies for the delayed response as I was on vacation last week and missed the original complaint.

  We have spoken with the customer in regard to this matter. We were only recently notified in writing (via a form fill to our website) that the customer was converting to another fuel source. This request came after the fuel was delivered on it's normal automatic delivery basis.

  That said, as a goodwill offer, we would discount the fuel to a price of $2.999/gallon (over a $2.00/gallon discount from the delivered price).

  We thank you for your assistance with this matter.

   

  Customer Answer

  Date: 04/27/2023

  Better Business Bureau:

  
  

  I would like to reject the offer of Arbitration for complaint ID ********. Not paying 125 and wasting energy because these jokers don't care about customers.

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:04/14/2023

  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/ Quality Oil Company; 410-687-0566/ 888-474=3391
  Service date; 12/21/2022 furnace expansion tank leaking water, no heat . Called 12/19 numerous times, no answer. . Called 12/20, started calling at 9am, finally reached their call center at 1pm.
  Technician arrived 11:00 am, 12/21, worked on the furnace replacing the expansion tank. Needed to replace a gate valve, tried to replace relief valve, 3 times, still leaking. He quoted a price of $630.00.
  At 4:30pm, the furnace was up and running, but still leaking. He would have another service technician come out tomorrow (12/22 ) . Called numerous times on 12/22 asking when another technician would arrive. They knew nothing of sending another technician. Explained we still have no heat and furnace still leaking water. Technician arrived around 2pm. Cleaned off electrode , fixed the relief valve that was put in wrong. Furnace ran for about an hour. Would not come back on. Called again, for service, no answer.
  I called someone else who came and fixed our furnace. No problem since.
  Received a billing statement, description had total cost $931.00. The statement had no detail pricing.
  01/13 called about the discrepancy, Left a message for Melissa D****.
  A supervisor would return my call within 4-5 business days.
  Called again, 1/31 spoke to Tara, someone will return my call. Again, No return call. Called 2/10 left a message for Melissa D****. Never received a phone call.. Sent an email, received an email saying to call for service.
  Sent a certified letter on 3/01, and a Second certified letter 4/04. Still no response.
  I also have a service contract with Quality Oil/ Griffith Energy. Why am I paying for a service contract, if they don’t honor it. Quality Oil was sold to Griffith Energy. For 25 years Quality Oil was a great company to deal with. I think the owner of Quality Oil would be so offended Griffith Energy uses their name!
  
  I tried to upload additional paperwork, but max size, 5mb.

  Business Response

  Date: 04/14/2023

  Hello.

  Thank you for reaching out to us. Our District Service Billing Coordinator spoke with the customer in March to review the service detail for the invoice. As a goodwill gesture, we credited the customer $301 and removed late fees/finance charges at that time as well. The credits were placed on the customer's account on 3/27/2023

  The customer was also informed that the current balance due of $631.32 is for the fuel delivery and is not related to any service billings.

  Thanks again for your assistance.

   

   

   

   

  Customer Answer

  Date: 04/14/2023

  
  
  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 Thank BBB in helping to resolve this issue. I spoke to no one from Griffith Energy concerning 12/20/2022 service call charges.                                                                 Someone did call 3/22/23 from Griffith Energy to schedule a furnace cleaning or tune up for 4/13/2023, per our annual  service contract.
  This appointment was canceled by the technician, 4/13/2023 at 6pm. 

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