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:03/23/2023

  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.

  I have been a customer for 3 years since we moved to this address. I got set up on auto pay and never ever looked at anything else. I renewed my oil contract in December and no one said anything by chance I actually opened up their mail and it says I owe 2400 dollars so I call and was told that they had changed their billing system and decided to not bother picking up the phone after a few months or when I spoke to them in December that hey you are not auto pay. I am disabled vet on a fixed income how am I supposed to come with that much money.

  Business Response

  Date: 03/23/2023

  Hello.

  Thanks for reaching our to us. We mailed letters to each of our customers in July-August of 2022 with information on how to re-establish an online payment account via our customer portal. We also provided instructions on our website at ******************************.

  We are very sorry that the customer now owes a large balance for the fuel deliveries that he has received. We will have our District Credit Analyst contact the customer directly to provide a solution for bringing the balance due back to $0.00.

   

• Initial Complaint

  Date:02/02/2023

  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 have been a customer of Damascus Oil for some time and was very happy with their prices and customer service. They have been acquired by Griffith and, despite assurances that nothing would change, the result is a disaster.
  
  In early January I called Damascus to get one of their techs out to service my furnace. Unfortunately, the call was routed directly to Griffith customer service. As usual, no one was available, so I left a message. The next day I received a call back. In that conversation I requested a service contract and set up a servicing for two weeks later. But no one showed up. I called for an update, but all calls were being routed to Griffith's emergency line, whose reps were angry at receiving all these generic calls and kind of took it out on me. They told me they could not give me any information. I left a message and when Griffith called back they said they had no record of the servicing being scheduled.
  There is a growing lack of competition in Montgomery County as independent, customer-oriented oil companies like Damascus Oil are being gobbled up by large companies like Griffith who do not need to prioritize customer satisfaction. This is a sorry state of affairs.

  Business Response

  Date: 02/02/2023

  Thank you for reaching out to us. We are very sorry for the experience this customer endured as Griffith has been meeting the needs of its customers since 1898.

  We have locally-based employees that work hard to provide the kind of service that they would want their own families to enjoy. That said, we were clearly less than at our best for this customer. If it would be helpful, I would be happy to contact this customer directly to help address any current or future concerns/needs.

  Please let us know if this acceptable and I would be happy reach out.

  Regards,

  Kevin

   

• Initial Complaint

  Date:02/01/2023

  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.

  My parents have been Griffith Energy customers for many years. Recently, they wanted to switch companies in order to purchase heating oil for their home. When I called the new company to help them set up a new account, they mentioned that we had to first close the current account with Griffith Energy. We called two weeks ago and asked for the account to be closed. Griffith Energy never closed the account. I have tried to call them, every day, for the last week and a half. Their customer service line just rings and rings most of the day. In the afternoons, the calls get rolled over to emergency services. Those folks can only take your name and number down and say that someone will call me back. It's been over a week and I've left several messages but no callback. My parents have no heat in their home because of this lack of customer service. I cannot open a new account with another company because of the lack of service from Griffith to close the current account as requested. My parents have had no heat for over a week during the peak of the winter months.

  Customer Answer

  Date: 02/02/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: customers should not try to reach someone for over a week with about 23-30 calls per day. I left several voice messages through both the emergency overflow reps and via voicemail. No one returned my call. This is not acceptable, especially during days where the temperatures were below freezing. There was no heat in my parents home for those days and we had to relocate them. Fortunately, we have the resources to do so but I can imagine for those families who do not, they are stuck at home with no heat. Something similar has occurred last winter and not expanding or adjusting customer service reps during peak season is nearsighted and speaks volumes on your leadership. 
  
  Sincerely,
  
  
  
  Sergio ********

• Initial Complaint

  Date:01/30/2023

  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 had asked for my tank to be filled up and asked the price and I was stated from the office in hagerstown that it was around $4. 80 cents per gallon which is comparable for fuel oil in this area (see chart below). When the tank was filled I received a bill for $818.89 dollars at $ 6.039 per gallon . I called the office and left a message twice with no return phone calls. this is price gorging and misrepresentation causing me an extra $151.4652 onto my bill at 135.6 gallon fill up.
  
  This is inexcusable. I tried uploading receipt from my phone but it wont allow me. can send to you directly if needed, Thank you
  Weekly Heating Oil and Propane Prices (October - March)
  (Dollars per Gallon Excluding Taxes)
  Area:
  Maryland
  Period:
  Weekly
  
  Download Series History Download Series History Definitions, Sources & Notes Definitions, Sources & Notes
  Show Data By:
  Data Series Area
  GraphClear 12/19/22 12/26/22 01/02/23 01/09/23 01/16/23 01/23/23 View
  History
  Residential Heating Oil
  4.818 4.852 4.972 4.896 4.841 4.922 1990-2023
  Wholesale Heating Oil
  3.092 3.354 3.505 3.207 3.405 3.601 2013-2023
  Residential Propane
  3.385 3.376 3.405 3.442 3.405 3.421 1990-2023
  Wholesale Propane
  0.987 1.052 1.107 1.077 1.119 1.197 2016-2023

  Business Response

  Date: 01/30/2023

  Hello. Thank you for reaching out to us. We would most certainly honor the price as quoted. We will process the adjustment this week. 

  Customer Answer

  Date: 01/31/2023

  
  
  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:01/17/2023

  Type:Product 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.

  My Account Number(s): #****** (old?) or #********** (new?)
  Issue: For some time now we have been mistakenly double paying for your services. It has gone unnoticed by both of us that has resulted in overpayments now exceeding $10,000. When discovered at the beginning of November, I immediately requested a refund check for the overage. After 2.5 months and several phone calls to unhappy/unhelpful customer service reps, I still do not have my refund. I'm told "the request was submitted" and "there is nothing more we can do". One agent told me they requested it a second time but nothing...and they have no ability to follow-up on it. I have been a good standing customer for years and maintain Gold Service Plans on all my equipment but this is a corporate issue and I'm stuck in a black hole of wait-and-see....hope and pray something is done. HELP!

  Business Response

  Date: 01/20/2023

  Thank you very much for alerting us to this situation. The original refund request was not processed properly at the onset. We have now expedited the refund request through our corporate office. We will provide additional update(s) next week as the funds are made available.
  
  We apologize for this delay on our part.

  Customer Answer

  Date: 02/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The original issue has not been resolved.

  Griffith Energy responded to the original complaint through the BBB over a month ago.  Since then, Griffith has not communicated with us directly nor have we received a reimbursement check from them.

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

  Business Response

  Date: 02/28/2023

  Thank you for this communication. We clearly should have provided the customer with the necessary refund by this date. There was an issue with the earlier request (our issue, not the customer's) that placed a hold on the refund by mistake. We hope to have this resolved shortly and the refund processed as originally requested.

• Initial Complaint

  Date:01/05/2023

  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 paid $509.90 for a 24/7 service plan with Griffith Energy for one year on 10/21/2022. On 12/29/2022 my furnace was not running so I called for an emergency service visit. When the technician arrived he said that he didn't have the part in the truck (120v relay) and would come back the next morning to replace the relay. I received no communication the next day and I had to call for emergency service again for the tech to return. In this return visit the tech looked at more than the one part he assumed was broken and found the entire blower assembly was not functional. They assured me that they would be able to get a new blower assembly by next week (Tuesday, 01/03/2023). On 01/03/2023 I had still not received any communication about the status of my part or a time or date the technician would return to replace it. I called customer service multiple times on 01/04/2023 before getting in contact with a representative that said they would contact the service and parts business unit and they would contact me but they did not. On 01/05/2023 I called multiple times again (phone would ring until answering service started) and after many attempts finally got in contact with a representative who then transferred me to the parts department who did not answer so I had to leave a message. The parts department finally has gotten in contact with me today (01/05/2023) to tell me that they can schedule service for Monday 01/09/2023. My family and I have been without heat for over 7 days with many more to come since the service is still not scheduled for 4 more days from today.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/06) */
  Thank you for reaching our to us. We certainly apologize for the delay associated with accessing the correct parts needed for this repair.
  We have contacted the customer and our scheduled to make the repair tomorrow (1/7/23).
  Thanks again.

• Initial Complaint

  Date:01/04/2023

  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.

  I have had oil delivery, Gold service contract, and TankSure program with Griffith since I purchased my house in 2017. Up until recently I have been very satisfied with the service. Last winter I began experiencing soot issues and the Griffith tech indicated I needed a new Oil Tank. The Tank qualified for the TankSure program reimbursement and I had the tank replaced in February 2022. The Customer Service Representative indicated that the program would reimburse $1,500 and to no pay that balance on my account. I have received invoices monthly with that balance plus late fees and warnings that oil delivery would be canceled. I have called numerous times to confirm that I should not pay the balance, and that oil delivery was not canceled. I currently have $144.62 in late fees added to my balance because of this billing error.
  
  Please remove the total balance from my account as the Tank Sure plan owes you the money, not me, per several customer service representatives.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/09) */
  Thank you for reaching out to us. We are aware of this billing discrepancy. We are in the process of applying the TankSure credit of $1500 and along with crediting any finance charges associated with the tank installment.

• Initial Complaint

  Date:12/29/2022

  Type:Product 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 cancelled my home heating oil service with Griffith, but they came and delivered oil AFTER they were instructed to not come. I e-mailed this information to them and spoke with them directly, yet, they delivered oil regardless. As soon as I saw their truck on our security camera, I immediately called and directed them to stop. Now they are attempting to collect money for the oil even though they were directed to not deliver. I had informed them 2 days before on Dec 27 that I had entered into a new agreement with **************** and that they would be delivering my oil on Thursday, Dec 29 (Griffith, despite being told on Dec 27 in writing and verbally, delivered oil on Wed, Dec 28). I notified them again on the morning of Dec 28 before the delivery. I do not want to pay for something that was cancelled before delivery. In addition, they were attempting to charge me for a service agreement on a second furnace. We only have one furnace so they were trying to charge us for service on something that did not exist. I am looking for a refund/cancellation of the charges.
  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2023/01/03) */
  Thank you for reaching out to us. Although our delivery timelines do differ somewhat from the customer's statement, we do apologize for the delayed delivery.
  With that in mind, we would agree to an account credit of $2.00/gal (this equates to a delivered price of $3.789/gal plus tax instead of the $5.789/gal plus tax) for the 235 gallon delivery for a total credit to be applied for $470. The customer will still be able to have the benefit of the fuel that was delivered.
  We wish the customer the best with their new provider.
  
  Thank you.
  
  Consumer Response /* (3000, 12, 2023/01/12) */
  ***Document Attached***
  Please keep this case open, I did not received the notice in time to respond. The information provided by the business, Griffith Energy Services, is NOT correct. They delivered oil AFTER I cancelled my account and directed them to CANCEL future deliveries. Attached is an e-mail that I sent them BEFORE the delivery with their response.
  
  
  Business Response /* (4000, 14, 2023/01/13) */
  Thank you for reaching back out to us. We can certainly pump out the fuel that was delivered and credit the delivery back rather than the discounted fuel option we originally proposed.
  With the current price of fuel, it's likely in the customer's best interest to accept the offer at the reduced price, but again we can schedule to pump the fuel out as another solution.
  Please let us know if we should look to schedule the pump out with the customer directly.

• Initial Complaint

  Date:12/28/2022

  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.

  Griffith stopped delivery of oil to our residence in November. We have paid our bills and are up to date on our payments, including an extra $360.00 for a service contract. We ran out of oil in December and they would not answer the phone, respond to emails, or text messages for assistance. We couldn't get any service or oil. House has been at 55 degrees since December 17, 2022. We had to buy space heaters for my 90 year old mother.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/03) */
  Thank you for reaching out to us.
  
  Our District Manager, Chris Lucas, will be following up with the customer directly. His contact information is 410-******** or ******@griffithoil.com.
  
  Thank you.
  
  
  Consumer Response /* (3000, 8, 2023/01/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I paid the bill on 12/16. Delivery was attempted at our residence on 12/24. We were not home, but my mother was. The delivery person asked my mother where the oil receptacle was located. She directed him to it and assumed he filled the tank.
  We returned home on 12/25 at midnight and found the heat was off - house was 55 degrees. I called Griffith at 1:20AM on 12/25 and gave my information to the emergency respondent. I phoned Griffith again on 12/25 at 8:14AM and spoke to an emergency respondent. They took down my info again. At 3:20PM Niele H****** - service rep called my phone. I called him back and he said he dialed my number by accident. I explained our house was now 50 degrees and he said he would not be able to come out the whole week. He talked my husband through bleeding the boiler in case that was the issue. It did not work.
  I called Griffith again on 12/26 at 4:20PM - no response.
  I called Griffith again on 12/27 at 8:25AM - no response.
  I called again on 12/27 at 10:31AM - no response.
  On 12/27 at 11:00AM my mother goes to their office on Solomon's Island Road to find it is permanently closed.
  I finally dial Griffith's commercial delivery line and speak to a rude representative at 10:45AM. She told me there was a hold on the account because the delivery man couldn't get down the driveway. I asked her if we would ever be informed of a hold on the account so we could remedy the situation and avoid this problem in the future. She told me she didn't know and someone could come out at the end of the week (12/30). In the meantime I call another contractor to come out and look at the boiler for us - for $150.00 he comes out to tell us that our oil tank is empty and that is the problem. We are confused!!
  I call Griffith's commercial delivery line again and ask for a service tech to come out with 10 gallons of fuel to get us up and running. I told them I contacted the BBB with a complaint. They arrive in the afternoon of 12/27 with 10 gallons of diesel.
  On 12/28 I cancel my contract with Griffith and sign up with a different company.
  When I paid my bill, part of that bill was an Oil Heat Service Agreement for $299.95. They failed in their heat service for us. I also paid $69.95 for a Tank Sure agreement and we own the tank! I want this money back. (N = $369.90)
  They failed to fill our tank up with oil, they failed to be responsive to our repeated requests. I paid an extra $150.00 to find out our oil tank was empty due to their negligence and avoidance. We spent the holidays with elderly relatives in 50 degrees due to Griffith. The only way I was able to make contact with anyone at Griffith was through their commercial delivery number. I would have never known to do this unless it was suggested by another customer of theirs, who also could not get through to them.
  At no point in their response to the BBB do they take responsibility for their lack of customer support or concern.
  
  
  Business Response /* (4000, 10, 2023/01/06) */
  Hello.
  
  According to our records, please see as follows:
  In reviewing the account, *******, a delivery was made on 11/7 in the amount of $1301.96 and then on 11/23 the account was billed for a SBC in the amount of $299.95 + Tank Sure in the amount of $69.95 totaling $1671.86. Finance charges of $19.24 accrued on 12/3 and the customer paid the full balance including finance charges on 12/22/22. Our driver tried to make a delivery on 12/24 but the gate was locked/blocked and the system put the delivery service on a stop delivery due to the gate issue. On 12/28 delivery service was resumed and a service call was put in for being out of oil and also a delivery ticket was generated. The tech went out to the home and billed the account $255.39 ($119. Diagnostic fee, $59.39 for 10 gallons of oil, $77.00 Prime and Start). At the present time the account shows a balance of $255.39.
  
  We apologize for any delay in service as a result of any miscommunication here, but our notes are very clear.
  
  As a measure of goodwill, we would be willing to offer a credit for $255.39 to bring the current balance due to $0.00.
  
  Thank you.
  
  
  Consumer Response /* (4200, 12, 2023/01/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Interesting that Griffith states in their first rebuttal that they didn't deliver oil due to an outstanding balance, and then states in their last rebuttal that they didn't deliver due to a gate being closed. We DO NOT have a gate on our driveway or on our property that would prohibit delivery. My mother was also present when the deliver person arrived on 12/24 and showed him where the oil receptacle was located. He failed to fill the tank with oil for reasons unknown to us. Griffith's notes are not honest.
  Then Griffith states that service was resumed on 12/28 - that was AFTER I had made 6 different calls to try to get emergency service in the first place! Ironically - They seem to respond pretty quickly to these rebuttals.
  As well, yesterday (1/8) I receive a bill from them for $255.39 for emergency diesel delivery and the service call on 12/28. We would have NEVER needed any of the emergency services had they filled our oil tank in the first place!!! So now they want to bill me for that and call it a measure of goodwill to dismiss??
  NO! I want my $369.90 back - for the emergency service I paid for and did not receive until 12/28 after calling 6 times, remaining on hold for hours, and only getting through to them through their commercial line. As far as they were concerned - I paid my bill and could have just disappeared. As well - we OWN our oil tank - I don't need to be charged for the tank fee.
  
  
  Business Response /* (4000, 14, 2023/01/10) */
  Hello.
  We stand by our timeline. That said, as a measure of goodwill we will apply a $359.95 credit as requested by the customer.
  Thank you for helping us to resolve this complaint
  
  
  Consumer Response /* (4200, 16, 2023/01/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The refund I want is $369.90 (I have previously, and AGAIN, attached a photo of the bill with the charges highlighted that should be refunded), and I have already explained why I want those charges back. Plus I am not paying the newest charge of $255.39 for emergency services. We would have NEVER needed the emergency services if the oil tank had been filled on 12/24 when the driver arrived at our house.
  
  I stand by MY timeline with evidence from my phone records of calls made - dates and times I requested service. I have a witness who was at the house on 12/24 and spoke to the oil delivery driver who failed to fill our oil tank up. As well, I have a copy of my check that paid the original invoice of $1691.10 dated 12/16 (photo also included). I have also included a photo of our driveway -It's a U shaped driveway with easy access in and out - both sides that demonstrate we do NOT have a gate blocking access to the house as has been suggested by Griffith. I have more than enough evidence to prove my case should the need arise.
  
  I am not a liar. I am a customer who wants to move on fairly and honestly - something Griffith seems to be struggling with.
  
  
  Business Response /* (4000, 18, 2023/01/12) */
  Our apologies. The credit will be $369.85 not $359.95. The customer is not being truthful and we have multiple documented conversations from our employees that support the timeline we have presented.
  
  
  Consumer Response /* (2000, 20, 2023/01/13) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept this refund and will expect this within 7-10 business days. Having said that, I want to officially note that Griffith continues to engage in poor customer service. They are a multi-million dollar company and I am one customer asking for a several hundred dollar refund for services not rendered. One would think this company would apologize for any issues, refund the money I've been asking for, and move on. It's hardly a dent in their profits.
  They are not factual nor consistent with their information (ie. why oil was not delivered on 12/24). I have submitted evidence of my case (photos) and also have multiple documented conversations/phone calls/witnesses to support my claim. I realize that Griffith needs to cover themselves, but calling a customer a liar doesn't help. Multiple customers have reported the same issues with Griffith online. Their social media reviews are poor.
  The truth is spoken by many mouths.

• Initial Complaint

  Date:12/27/2022

  Type:Order 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 a contract with Griffith Energy Services to deliver heating oil. Our contract with them stipulates that they will automatically deliver oil such that we won't run out. On 12/22, we noticed that we were low on oil and put in a manual request for delivery to ensure that we did not run out in the middle of winter. We were not contacted and no oil was delivered for several days. On 12/26, we called and spoke to 2 separate customer service representatives who ensured us that a tech would be sent out that night to fill our tank. We received no further contact and nobody showed up. On the morning of 12/27, we called customer service again and the representative assured us that there would be a delivery that day which has not happened. We are now completely unable to contact customer service despite calling throughout the day and leaving multiple messages both through phone and their web portal.
  
  Griffith first failed to hold up their end of the contract to automatically deliver oil. They then made it incredibly difficult to contact a customer service representative and failed to deliver oil as promised despite 5 days of us reaching out through all available means to request delivery, something we shouldn't have to do to begin with. Once we finally were able to speak with someone, we were told by multiple reps that oil would be delivered that day, on multiple different days, and nothing happened. We received no oil and were not contacted at all about it. Now we're without heat in the middle of winter with next to no ability to know when or even if the situation will be rectified.
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2023/01/03) */
  We are sorry for the delayed delivery as we added as much staff as possible for the coldest holiday weekend weather in 47 years.
  That said, we were able to fill the tank on 12/27/22.
  Thank you and we will very hard to regain the customer's faith in us.