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:12/27/2022

  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.

  In fall of 2021 we installed new hvac, furnace, and oil tank. We chose a company other than Griffith to do this work based on price, although we had existing service contracts with Griffith Energy. We contacted Griffith in the spring of 2022 and twice thereafter by phone asking to discontinue all service contracts, and were assured this would happen each time. However, we continued to be billed for these service contracts, and late fees were added. We received no service during this time period. We contacted the company twice in writing, eventually receiving new bills which showed a reduction in charges with no explanation. We are mystified why we are being charged anything at all and exhausted at having to deal with this. We are out of ideas for who to contact within the company for resolution.
  

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 5, 2023/01/04) */
  Hello.
  
  We apologize for the lengthy delay in processing the billing adjustment credit. This will be processed this week and the customer will receive a follow-up call from our local office to confirm.
  
  Thank you very much!

• Initial Complaint

  Date:12/25/2022

  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.

  My name is *************** and I live at **************** in Boyce, Virginia (22620). My wife and I used Griffith for oil last season. I am writing to you because we have been charged for oil after closing our account with this company.
  When we used Griffith, we utilized the SmartPay option to pay for our oil. Our settlement month, as stated on multiple invoices, was October. I sent in our final payment for the remaining balance on August 30th, 2022. I sent in our normal monthly payment, which turned out to be more than our remaining balance. Griffith then refunded that amount to me via check ($137.69). I received that check on September 30th, 2022. After receiving the check, I called Griffith to close our account, and I received verbal conformation twice on the phone that our account was closed, and we would not be receiving any further oil deliveries.
  On October 15th, I received an invoice in the mail stating that I owed $410, plus a past due amount of $137.69, which is the same amount that I was refunded via check. Surely, I thought this was a mistake as I had closed our account and no oil was delivered. I called the customer service number; someone told me they would get back to me with an answer and never did.
  On November 15th, I received ANOTHER invoice in the mail, stating that I owed $410 plus a past due amount of $547.69. Again, I called customer service. No one answered, so I left a message. No one got back to me, so I called again, no one answered, and I left a message. I then sent a physical letter to the company, as stated as an option on the back of the invoice. I have heard nothing back from the company. On December 15th I received ANOTHER invoice in the mail, stating that I owed $410 plus a past due amount of over $1300 dollars. I called the company again, no one answered. I left a message and no one has gotten back to me.
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2023/01/03) */
  Thanks you very much.
  Due to a billing system issue the budget payment feature was not syncing correctly.
  
  The customer has a $0.00 balance due.
  
  We are very sorry for any inconvenience.

• Initial Complaint

  Date:12/22/2022

  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.

  Griffith Energy came to my home on December 5 , 2022 to do a yearly inspection on my furnace. They have been here 4 times since then and I had to call tonight again 12/21/2022 because I have no heat again. I am 87 years old and walk with a cane. In March of 2022 they made an oil delivery and my tank is locked they are supposed to call me when making a delivery and they didn't and the driver of the truck took a part off of the tank to put the oil in that he shouldn't have and it has caused water to leak into the tank. I called and talked to Mike Murphy and told him about it and he gave me a 50 dollar credit. The driver did not reseal the pipe and now my tank has water in it. It needs to be fixed so I have heat. When you try to call Griffith the phone rings and rings. I need help on this problem. I also talked to the service manager about my problem and he sent a guy out and they say it's fixed and they don't know how to fix it so it will continue to run. It's is freezing out side and I am cold. Please help me to get my furnace running. It is really going to be cold for the holiday weekend and beyond. They need to send someone with experience that knows what he's doing instead of guessing
  Thank you
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/03) */
  Thank you for notifying us. it appears we were able to repair the heating system on 12/31/2022. Please let us know if the customer requires any additional follow-up from our Service Team.
  
  
  Consumer Response /* (3000, 7, 2023/01/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They have been to my home at least 7 times and they keep saying I need a new oil tank. Every time they come they say it's this part or that part. They have replaced a valve 3 times. When I call for service it takes forever for them to come out. On weekends it's ridiculous you shouldn't have to wait 12 hours. I have been with Griffith since 2009. And there services get worse instead of better.
  They were here again this pass weekend. Right now it's working and I pray it keeps on. They have replaced a hose. The first time it had some water in it but the other 2 times they told me there was no water. I still feel the problem came from one of their delivery drives who didn't call for me to unlock the tank which they are supposed to do
  
  
  Business Response /* (4000, 9, 2023/01/05) */
  Hello.
  
  We have attached the work order and invoice that was presented to the customer. The recommendation to prevent any future issues related to this repair was to have the oil tank replaced. It is past its normal life expectancy as recommended by the State of Maryland and contains sludge and sediment from years of use. We quoted the customer a price of $2500 to have the existing tank removed and replaced with a new tank.
  
  
  Consumer Response /* (4200, 14, 2023/01/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have not received an invoice from Griffith Energy. I have been with them since 2009 and they don't give you any paperwork when they do a repair.. I try and watch when they are here working on my furnace. Two of there employees said it was because water got into my tank that caused my problem. If they didn't charge me for the service on 12/31/2022 why have they taken money out of my account
  
  
  Consumer Response /* (3000, 15, 2023/01/05) */
  I have called Griffith Energy on Wednesday 1/4/2023 and Thursday 1/5/2023 to speak to Linda in customer service. And I have left 3 messages for her to call me back. When I spoke to her on December 31, 2022 to have them come out again because I had no heat . She told me they would not charge me because they had been. Here so many times. I spoke to billing department on 1/4:2023 and was told I was charged over $ 400 dollars for the service on 12/31/2022. I have been trying to get an answer with no luck. Thin has been a nightmare. I don't know why it takes them so long to answer the phone or return your call. Please help me . I have even tired to call the manager but no luck there either
  
  
  Business Response /* (4000, 17, 2023/01/06) */
  We would invite the customer to get a second opinion on her system. It's not a furnace issue. She needs to replace the fuel tank.
  
  
  Consumer Response /* (4200, 19, 2023/01/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like to know why they took $498 dollars out of my account for the repaired when they sent BBB and invoice saying they didn't charge me. I did get a second opinion on the oil tank and was told that there is nothing wrong with it.
  
  
  Business Response /* (4000, 21, 2023/01/06) */
  Hello. We attached the paperwork to show the repair detail per the customer's request.
  Can the customer provide us with any documentation from the other service company detailing what they believe the necessary repair(s) are.
  Thank you.
  
  
  Consumer Response /* (4200, 23, 2023/01/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would still like to know when they are going to credit back the
  $498 dollars they took out if my account when they sent you a statement saying they hadn't charged me. And they send me a bill for that amount and had already deducted it from my account
  
  
  Business Response /* (4000, 25, 2023/01/17) */
  Hello.
  
  The $498 service invoice is related to issues caused by the customer's fuel tank. The fuel tank is not covered by the Gold Service Plan that was in place at the time.
  We do not believe we should be responsible for service response and repair costs due to issues caused by the poor condition of the fuel tank.
  As stated before, the customer will have continued furnace issues caused by the age and condition of the fuel tank if the customer refuses to have the tank replaced.

• Initial Complaint

  Date:12/13/2022

  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.

  New AC installed august 2. Scope of work reduced, and lower cost unit installed compared to contract. I was told the cost would be adjusted. It has never been adjusted, and I keep receiving bills, late fees, and dunning notices threatening to withhold propane delivery with winter coming. I have called numerous times, emailed several people, and sent formal letters to the office disputing each bill. I even did my own best estimate of what I should owe and paid that amount, as a show of good faith. When I get through, I am always told it will be taken care of. But it has not. Almost ran out of propane last month. Frantic calls and emails got through. I was told by service manager we will deliver now, and fix billing that week. Now another month, another incorrect bill, another dunning notice threatening to freeze me out, and multiple unreturned calls. They will get another letter, and emails today - but based on past performance I see no reason to count on a response, and hope BBB can facilitate a response.
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/12/14) */
  Thank you for reaching out to us. Dave Nelson, our District Installation Manager, has been in contact via email with the client today. We will be providing the customer a credit dollar amount offer that we believe is reasonable with all things considered.
  
  
  Consumer Response /* (2000, 7, 2022/12/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The day the BBB got involved they responded as they should have 4 months ago. Thank you.

• Initial Complaint

  Date:12/12/2022

  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.

  Today I received a bill from Griffith company and I never used their services. They have as account number **********, amount due $1,356.36 and that I have to pay right away. I called and they do not answer the phone. There's no explanation of what's the charge is for! I need help, please. I did not do business with this company.
  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 7, 2022/12/19) */
  Hello.
  
  This customer may not be aware that Griffith acquired Damascus Fuel last December. Our records indicated that she is an active Damascus Fuel customer that we now service.
  We recently transitioned the Damascus customers into the Griffith database in October 2022. A welcome letter was mailed to each customer that informed them of this change along with a new account number.
  The customer can still use our Damascus Fuel phone number, 301-253-2161, to reach us for fuel deliveries or service.
  Or, they can set up an online account at www.griffithenergyservices.com.
  Thank you very much!
  
  
  Consumer Response /* (3000, 9, 2022/12/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did not receive such letter and I do not know what this charge is for since Damascus fuel company billed our credit card directly. What is this amount for?
  
  
  Business Response /* (4000, 11, 2022/12/20) */
  Hello.
  
  This customer may not be aware that Griffith acquired Damascus Fuel last December. Our records indicated that she is an active Damascus Fuel customer that we now service.
  We recently transitioned the Damascus customers into the Griffith database in October 2022. A welcome letter was mailed to each customer that informed them of this change along with a new account number.
  The delivery the customer requested through Damascus Fuel (Griffith Energy) was fulfilled as requested.
  The customer can still use our Damascus Fuel phone number, 301-253-2161, to reach us for fuel deliveries or service.
  Or, they can set up an online account at www.griffithenergyservices.com.
  Thank you very much!

• Initial Complaint

  Date:12/06/2022

  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.

  11/09/22-- after being assured I was being charged market rate per gallon for my heating oil, I discovered that I was being overcharged by 50%. Griffith has also charged multiple unexplained fees and charged me for "agreements" I neither wanted nor contracted for. I have called numerous times trying to reach the billing department but they do not answer, instead the call is routed to an emergency service that takes a message.
  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/12/09) */
  Thank you for reaching out to us.
  We have spoken with the customer in regard to her price complaint. Our everyday fuel pricing is a reflection of the value we strive to bring each of our customers 365 days per year. The volatility in the heating oil and diesel fuel pricing market has been well-documented in the news. Our delivered price today is over $1.00 gallon lower than it was at this time 30 days ago as our cost of product has fallen as well.
  
  As a goodwill measure for a long time customer, we offered a $1.62/gal discount for the delivery in question in the form of a credit to her account
  Once the credit is processed, we will send the customer the refund as requested.
  Thank you very much as we work to resolve this complaint.
  
  
  Consumer Response /* (3000, 7, 2022/12/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They have failed to provide the refund discussed or to redimension the current invoice. Moreover, they have been charging me more than 50% more than market and they do not adjust their prices according to market rate, so they are predatory in providing utilities. Just because they offered me an adjustment does not mean they are not defrauding other customers.
  
  In fact, instead of providing the refund and the new pricing, they are showing my account as OVERDUE (please see attachments) and have Not/not done as they have promised.
  
  If I receive the refund and new pricing it would be appropriate to them review this complaint.
  
  
  Business Response /* (4000, 9, 2022/12/12) */
  The account credit for the discounted delivery offer is in process with our Accounting Team and the customer's account balance should reflect the dollar amount of this goodwill credit this week.
  Thank you very much.
  
  
  Consumer Response /* (4200, 11, 2022/12/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business has not done what it has said it would do. When/if they issue the refund and the credit then I would like to revisit this complaint.
  
  
  Consumer Response /* (2001, 12, 2022/12/13) */
  The complainant is encouraged to provide an update to either 1) confirm that the account is updated as the business has outlined, or 2) if the update does not reflect after 30 days.

• Initial Complaint

  Date:11/30/2022

  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.

  On 10/26/2022, Griffith Energy Services filled the propane tank on the property I rent without notification/advance scheduling and when I was traveling for work. Last year (2021), they also filled the propane tank without scheduling or notification when I was out of the state. I travel often for work so I don't use as much propane as I might if I were home full-time. Because of that, after last year's issue, I called and asked them to schedule future deliveries with me. They did not, delivered more propane this year, and as it happens, I am moving out of state within the month. They billed me $582.54 for fuel I will hardly use.
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/12/01) */
  Thank you for reaching out to us.
  The account was established for an automatic delivery of one delivery per year. We do not have any record or notes that indicate that their was a request to stop deliveries or to switch from an automatic delivery schedule.
  That said, as a measure of goodwill, we would be willing to reduce the balance due on the account from $591.16 to $295.58.
  Please let us know if the customer agrees to this offer/solution. In the meantime, we have placed the account on a delivery stop in order to prevent future deliveries.
  Thank you.
  
  
  Consumer Response /* (2000, 7, 2022/12/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I will split the balance due even though it includes a late fee. However, I don't appreciate the implication that I didn't contact them. I was out of state when they delivered the Fall 2021 fuel. They failed to apply the second $50.00 credit I was promised when initiating the account so I had to call them to get it credited. That was when I asked them to arrange future deliveries with me and not to do it automatically.

• Initial Complaint

  Date:11/26/2022

  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 closed my account on Sept. 28, 2022 and was informed I was due a refund which would be sent to me within two to three weeks. I then called back on Oct 12, 2022 to find out where the check was and informed it would be sent that week. I waited and as of Nov. 10,2022 I still had not received the check. I called and a supposed supervisor stated it had been mailed that week and should delivered within a few days. It is now Nov. 26, 2022 and still no check! I called and asked for supervisor to call me earlier this week and have not received a call back.
  My account number was **********. Have someone contact me!
  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/11/30) */
  Thank you for reaching out to us. Our Corporate Accounting/Billing Team has been in direct contact with the customer and this refund will be expedited.
  Please accept our apologies for this delay.

• Initial Complaint

  Date:11/07/2022

  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.

  Delivered 115.8 gallons of #2 Heating Oil on 11/5/22 after we had canceled service in August. We now have a bill for $810.48 for Oil we did not need or want or frankly can we afford. Was promised a call back from a supervisor during an inquiry by phone on 11/5 that was to occur this morning and has not. I consider this practice predatory. They upgraded their system and changed account numbers my old account is ****** and I believe the new one is ************. I will be sending a dispute letter to their **************** Cheverly MD 20781 address per their dispute instructions on the back of the delivery ticket.
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/11/09) */
  Thanks for reaching out to us.
  
  Our records do not indicate the request for termination, however as a goodwill measure we could offer a $3.00/gal discount on the gallons delivered for a total credit of $347.40 from the original invoice. Heating prices are in the $6.00-$7.00/gal range at this time from a variety of suppliers so we believe this is a generous offer.
  
  We would also extend the payment terms from 30 days to 90 days free of finance charges.
  
  Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/11/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We stand by that we terminated the service in August, written for good measure on the bill payment sent to the Philadelphia PO Box *****. We would be willing to settle for $300.00 total in 3 monthly payments of $100.00 with no finance charge, and if accepted will send the 1st payment immediately. We also would like an acknowledgement of our service being terminated. We were promised a phone call last Monday by the nice receptionist who talked with us Saturday. We never received a phone call and had to resort to using the BBB to get a response.
  
  
  Business Response /* (4000, 9, 2022/11/15) */
  Hello.
  We agree to settle the dispute with the latest terms provided by the customer.
  Thank you for working with us.
  Regards,
  Griffith Energy Services
  
  
  Consumer Response /* (2000, 11, 2022/11/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you, we will send the 1st payment today in the envelope provided.

• Initial Complaint

  Date:10/03/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Griffith Energy to finance and install a new boiler. I finished payment for this service early in April 2021 and received email documentation that my account was paid in full. Since then I have received a monthly bill and now am having late fees added to my account. I have called multiple times and spoken with people who have told me my account is paid off but I continue to receive bills and now my credit has been affected. I cannot get resolution of this issue myself.
  

  Business Response

  Date: 10/05/2022

  Business Response /* (1000, 5, 2022/10/04) */
  Thank you for reaching out to us.
  The account now has a $0.00 balance as credits were applied on 10/1 and 10/3.
  
  Please pass along our apologies to the customers for the time lag in processing these credits. We have recently undergone an transition in Operating Systems.
  
  Regards
  
  
  Consumer Response /* (2000, 7, 2022/10/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)