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Business Profile

Fuel Oil

Bain Oil Company, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Bain Oil Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:12/13/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 December 6, 2024 I requested for Bain Oil Company to deliver oil at my residence, including having the furnace bled. **** service personnel ( A.D ) arrived within an hour, which was outstanding and impressive. However, after he issued 78 gallons of oil; he advised me that he couldn't bled the vale due to his upper body weight prohibiting him from reaching the vale/screw on the oil tank. I asked him, if someone else could come and bleed the tank ? I was informed that if they send someone else, I would be charged a higher fee exceeding over $25.00. So, he suggested that I find someone or I can view the website ******* for directives on how to release the vale. Make it make sense ! So, I have oil and no heat. I'm in remission from cancer. and have Neuropathy, which worsens in cold temperatures. I have to use portable space heaters until I find someone who can bleed and restart the oil burner for a service that was incomplete, due to the assigned technician's personal weight issues. My experience was not " extremely professional with the greatest service tech. " Why does the customer request service be incomplete due to the employee eating habits ? Make it make sense. I requested for oil and to have the furnace bleed and restart and that is what I expect to be completed.

      Business Response

      Date: 12/13/2024

      I am very sorry you feel this way.  We had told you on the phone as we tell all our customers that if you have run out of fuel and our driver is able to restart the furnace there is a $25 charge.  If he is not able to get to the furnace or unable to restart it you would need to have a service repair man out there which is a different charge all together.  ******* driver was not able to get in the tight crawl space at your house so he said you would need to have a service technician come out to bleed the lines. The $25 we charge is for the oil driver to start the furnace which he was not able to so we did not charge that, we only charged for the fuel delivered.  We are happy to send a service tech out there but like we told you on the phone this is a separate charge.  This is no different than going to a gas station with a car not running and then expecting the guy who pumps the gas to fix your car.   

      Customer Answer

      Date: 12/13/2024

       I am rejecting this response because: 

      I was not informed on the phone that " if the driver was unable to restart the furnace, I would have to get a service repair man. " I requested for ****** in oil and was advised that the fee to bleed the line is $ ***** cash. Including, that the oil would be delivered that day if possible, if not then on the following Monday...per ******. So, who is "we" ? She was the only individual I spoke with making the appointment. It is not a " tight fit " to the vale. The tight fit is his weight. Its the reason it wasn't conducted,  In the future you don't need to assign anyone who can't complete a job, due to their eating habits which prohibit them from completing a service call. Your defensive action is submitting the incorrect information based on a phone call  that you were not engaged in. So, apparently you feel obligated to post a false response  in order to keep your business active. Do better and choose your battles wisely.

    • Initial Complaint

      Date:08/07/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 February, 2024 I paid **** $266.88 to renew my service maintenance agreement for 2024. On July 3rd a service tech came and performed the maintenance. I told him that the thermostat was not working properly but he said that it was o.k. Several weeks after he left, i noticed that the house felt stuffy after the unit cut off. I went out to check the drain line and found mud in it. I cleaned it out and noticed that there was leaves in the fan area. I called their office and told them I was very upset about the poor maintenance I had received and that the thermostat was still not working correctly. They scheduled another tech to come out on July 25th. He checked the unit and said it needed freon and the thermostat needed to be replaced but he did not have one on his truck. I told him I was very upset about the leaves in the fan area. He said that was very hard to clean and the leaves would decay and wash away . I called to schedule an appt. to replace the thermostat. A tech came out on Aug. 5th and replaced it. I asked if there was some way I could remove the leaves and he said no that it was something a tech would have to do.

      Business Response

      Date: 08/14/2024

      I apologize as we do not normally remove the leafs during a maintenance.  We however are returning tomorrow to do so and have put a not in your account that any AC maint in the future we will do so as well.  ****** was a phenomenal tech who went above and beyond.  Had he told us he always did that for you we would have put a note for future visits.  We hated he moved away.  Please call me if you need anything in the future. 

       

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

      Customer Answer

      Date: 08/14/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

    • Initial Complaint

      Date:12/23/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Bain installed a heating and air unit for us 6 months ago. Thursday, the heat stopped working. A tech came out and said there was a bad part in the brand new unit. He got the heat on and said he would come back to replace the part. He came back Friday with a "new" part. Friday night, the heat didn't work. This morning is under 55 degrees, and everyone in my house is sick. I can't get anyone at Bain to answer, and it's a holiday weekend. The temperatures are predicted to get below freezing, and no one answers. I've left multiple messages. The unit is 6 months old. It should be heating the house without any issues.

      Business Response

      Date: 12/26/2023

      There was a faulty pressure switch on the unit.  We have replaced it and the unit is back up and running now.  There was no charge to the customer as the unit has a ten year parts warranty and a one year labor warranty. 

    Bain Oil Company, Inc. is BBB Accredited.

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