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Business Profile

Gas Distributors

Long Energy Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gas Distributors.

Complaints

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

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint 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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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/12/2024

      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.
      I purchased a new ********** Hyper Heat Pump System from Long Energy of Schenectady, NY on June 21, 2024. The unit was installed on August 1, 2024. Within 30 days of installation, I reported to Long Energy that the unit was not functioning properly. A full complaint is included in the supporting documents, along with a copy of the paid invoice and a conversation between Shawn from Long Energy and myself, dated September 26, 2024

      Business Response

      Date: 12/19/2024

      Thank you for
      reaching out to us: Customer
      Information: ******* *********** *******
      ** *********** ****
      ******* ** ***** Response: On June 21, 2024, Ms. *********** ******* signed a proposal for Long Energy to install a ********** Hyper Heat Pump System for a total cost of $6,186.00. Copy of Proposal attached. On August 2, 2024, Long Energy Installed the ********** Hyper Heat Pump System. Copy of ********** Warranty Attached. On August 27, 2024, the following occurred: ******* called in for service as her mini splits were blowing hot air. Long Energy sent a technician to assess the issue and found the following: “Found unit blowing was air, vapor line was cool. Called ********** tech support started case number. Found RV coil ohms to be out of spec. ********** request that the charge be weighed and checked. Service ticket number is 744447. NO CHARGE NEW INSTALL 8/2/24”  On August 29, 2024, Long Energy followed up based on **********’s tech support and performed the following work: “Tested system with ********** tech support, resolved issue with four-way valve. Found to be related to system pressure being low. Removed less than a pound of 410 from system. Found to be issue with the flair. A new line set will need to be run. Will need to return. New install August 8/2/24.”  No Charge. Between August 30, 2024 and December 2024, as per Ms. *******’s complaint, originally ********** advised Long Energy and the Customer that they would be sending Long Energy a replacement condenser unit. ********** never sent a new unit.   See Ms. *******’s complaint that reflected on September 16, 2024 **********’s ******* promised a new condenser unit. Long Energy waited for the unit to arrive, which is used for A/C, and instead ********** only sent a replacement valve.  Based on the representation made by ********** to Long Energy and the Customer, Long Energy continued to wait for a new unit to be shipped. In December 2024, Bob Long Jr contacted ********** to find out the status of the new unit being shipped for replacement. ********** advised Long Energy at that time that it would only be sending a valve replacement and would NOT be shipping a new condenser unit.  On December 10, 2024, Bob Long, Jr. left a message for customer advising that ********** has determined that they will NOT be sending a new unit and only a valve replacement. Long Energy can install the valve as recommended by ********** – the manufacturer. After this message, Ms. ******* filed a complaint with the Better Business Bureau. Conclusion: Long Energy installed the heat pump in accordance with
      manufacturer specification and in accordance with the signed proposal. Ms.
      ******* paid for the service, and therefore should not be entitled to a refund.  Nothing in Ms. *******’s complaint alleges
      any type of workmanship issue against Long Energy. Long Energy took all the steps necessary to facilitate
      the warranty claim. Ms. *******’s issue focuses on a manufacturer warranty
      claim with **********, and she is unhappy with **********’s determination that
      only the valve should be replaced instead of the whole unit.  We are happy to replace the valve, or the
      unit, whichever we receive from ********** under warranty, at no charge. 

      Customer Answer

      Date: 12/24/2024

      On September 23, 2024 Shawn from Long Energy said he contacted the supply house for a new unit, ***** said he needs authorization from **********. On September 24, 2024 ******** Supervisor in Customer Relations at ********** called and said they authorized a new unit and they will contact the contractor with the approval number.  ********** said all warranty claims must go through Long Energy and to deal with them directly. September 26, 2024 received text message from Shawn at Long Energy that a new unit is being shipped. Condenser Unit from ********** installed on August 1, 2024 was defective.  If ********** authorized a new unit in September why would Long Energy want to just replace a valve months later when a new unit should have already been replaced? 

      Business Response

      Date: 12/24/2024

      BBB spoke to the business and the following was relayed: ********** has told us they are only approving a valve replacement at this time.  We have advocated for these customers and done everything we can our end.  The decision ultimately lies with ********** as they are the warranty company.  Unfortunately. the decision is not ours. 

      Customer Answer

      Date: 12/28/2024

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

      Regards, 

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

      I called Long Energy on December 27th to now make the repair on the outdoor condenser unit because it has been in dispute since August between ********** and Long Energy to replace the unit.  We are trying to get this resolved.  I called Long Energy for an appointment and spoke with Shawn in service department and was told someone in their office will schedule the service call.

    • Initial Complaint

      Date:03/20/2024

      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.
      on 9/27/2023 I signed a contract with Long Energy to remove a old oil boiler and hot water heater and install a new oil boiler and water heater in my home for a price of $11,595.00 the contract states I qualified for a $900.00 rebate for the boiler. I kept my agreement to the contract and paid the bill in full at time of installation. Long Energy did not provide me with any rebate information before or after installation. I have contacted Long Energy by phone and by email since the beginning of October of 2023 month after month asking if not begging for information about how to obtain the rebate and month after month Long Energy has ignored my request and failed to provide me the information. on 3-20-2024 I finally spoke with a manger named Tim K***** who states the rebate is no longer available, states the contract states that prices were contingent on being a Long Energy credit approved and automatic delivery customer. Reviewing the contract it states that prices were contingent not anything about rebate being contingent. Long Energy did not offer, ask, or require me to be on credit of automatic fuel oil delivery to accept my $11,595.00 to install the equipment and at no time offered a different price based on me not being a credit automatic fuel oil delivery customer. Long Energy Is in breach of the written contract. Long Energy is taking advantage of customers by offering rebates to get the business but not honor the contract. Additionally Long Energy can still not even tell me if the stated rebate in the contract was a NY state, manufacture rebate, or a Long Energy rebate. I have requested to be contacted by Bobby Long Jr. the owner of Long Energy but have received no correspondence or contact even though I was promised I would be contacted for review. Long Energy had no problem taking my $11,595.00 of the contract but can not honor the promised $900.00 rebate offered. I have documented emails requesting rebate information since 10/2023 with no resolution.

      Business Response

      Date: 04/03/2024


      Thank you for reaching out to us:
      Customer Information:
      **** ******
      *** ***** ****
      ***** ** *****
      Response:
      Long Oil Heat, Inc. d/b/a Long Energy is a fuel delivery company that predominantly provides HVAC service for its fuel customers. Based on this business model, Long Energy often has much lower prices for their installations than other companies who do not provide fuel because we have long-standing relationships with our customers post installation. Long Energy has been told by customers that our pricing could be $1,000-$2,000 less than other HVAC installation companies.
      On September 26, 2023, **** ****** signed a contract for Long Energy to replace an oil boiler and hot water heater. Price of the Install was $11,595.00 with a $900 rebate. Per the proposal, “prices are contingent upon being a Long Energy credit approved and automatic delivery customer.” Attached is a copy of the contract. After the install, Mrs. ****** informed us that they were going with a different fuel company. Therefore, we did not process the rebate as pricing was contingent upon being an automatic fuel delivery customer.
      The President of the Company and Mr. ****** spoke around March 20, 2024 and the President is working with the homeowner on an acceptable resolution.
      HVAC · PLUMBING
      PETROLEUM PRODUCTS · GENERATORS
      Fax: ###-###-####

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