M&M OIL SERVICE

There are some serious issues of communication, record keeping, and professionalism both within this company and with its customers. This company completely screwed my family over and was so insanely rude and disorganized it was cartoonishly bad. It started in the summer of 2014 when I first called M&M for repair of my oil tank's whistle. I paid $69.12 for them to repair it and was told it was fixed. I should have asked for a guarantee on the work because on December 17th, 2014 I had another oil delivery and the truck salesman (Matt) informed me the whistle was not working. He was polite and tried not to overfill the tank but couldn't. There was leakage and fumes for a long time that made the downstairs uninhabitable. On February 5th, 2015 I spoke to a woman named Donna. I told her about the whistle issue and asked to have it repaired again along with a tank fill. They were unaware of the work they had done at my home previously, but said they could look at the whistle on Friday and deliver the oil on Saturday. I asked her multiple times if they needed access to the inside of the home since no one would be there on Friday. I was assured it wasn't necessary. On Friday I had a missed call from the person who was supposed to check the whistle (7 seconds of silence and a hang up was the message they left). They did no work because "no one was home." There were no footprints in the path we made leading to the pipe, I don't think they even got out of the car to look at it. When I called to ask why they didn't do the work after being assured they didn't need access to the inside whoever I spoke to was completely unapologetic, had no idea what I was talking about, and just passed the buck by blaming the receptionist (Donna). The next day we were due for an oil delivery, but were given no time window to expect them. I was going to be home alone all day with a baby and wanted to know when they were coming so I could plan. I called around 8 am to see if someone could tell me. The receptionist was completely unwilling to give me any time frame "1 hour? 3 hours? 6 hours?" I asked, "sometime today." I was told. No one was willing to commit to ANY sort of window. 6 hours pass, I'm trapped in my house, and it's now begun to snow, I'm worried. We're almost completely out of oil, and even though I had plowed the driveway in preparation, it was beginning to accumulate and being home alone with an infant I wouldn't be able to plow again. Not knowing if they'd be there in 5 minutes or 5 hours made me really nervous (and trapped). Later while I was in the back of my house putting my baby down for a nap I faintly heard the sounds of a truck (I'm partially deaf). I rushed out to the kitchen to watch as the driver was pulling AWAY without delivering any oil! Stunned, I called him within 30 seconds to find out what was going on. The driver (John) told me angrily that my car had been in the way. (It was in the same spot as the December delivery so I didn't think it was an issue). He told me that I "knew he was coming." I told him no, I had called the company several times that day to get a time frame, any sort of time frame, and he said, "NO EXCUSES!" and hung up on me. Frantic (we had no oil!) I called him back, he answered, I asked him to PLEASE not hang up on me, and then asked why he hadn't notified me so I could have moved the car. He said he banged on my back door (he had banged on a garage door) and I asked why he hadn't walked the 10 extra feet to the front door to RING THE DOORBELL or CALL MY NUMBER and he hung up on me again. I tried calling back repeatedly but he would not answer. Attempts to leave a message were futile because he had no voicemail set up. Having no idea if he'd ever return I tried calling the main office again. I kept getting caught in an automated answering message and then 15-25 minutes of being on hold. I somehow got transferred to some emergency service line person. He had no idea who I was or where Donna was or how to get in contact with her. I asked if I could explain what happened and he said, "honestly, I'm kind of busy." ...I took a breath, explained my situation anyway (we had no oil) and asked if he could leave a message with her. He agreed. 2 hours go by. I try calling the driver and the main office again. I go through the whole on-hold wait and emergency line again. No word from Donna. Finally around 8-8:15 at night I get a call from Donna. Her tone is defensive, "my driver was pounding on your back door--etc." I interrupted her and explained what had happened from my end. She agreed that he should have used the front door, doorbell, or phone so I could have had an opportunity to fix the issue, and that hanging up on me repeatedly was unprofessional. She offered to fix the whistle (again) for free and send someone out with diesel and then reschedule (This is why I gave them a D instead of an F for professionalism, the receptionist did try to work with me) but I didn't want to rely on M&M at this point for anything. We got the diesel ourselves to get through the coming snow storm, made an appointment with another company (American Fuel) and had oil by 9 am the next morning.

We were signed up for automatic fill ups and for several years were good about filling our tank every 3 or 4 months without issue. Then in August, my husband took a cold shower and wondered what happened to the heat. We investigated and found that our 275-gallon tank was completely empty. We do not check this as they have always come out and filled the tank. When I called to find out why they hadn't come out, they informed me that they found that some people did not want automatic fill-ups so they were not always performing this service unless we let them know that we wanted this service continued. They had failed to inform us of this change, however so we were left without oil. While they came out and put oil in the tank, this was the last straw for us. They had never been very efficient about sending bills; we had one fill that they made in January for which we did not receive a bill until late May (which had late charges attached), making finances and budgeting difficult. When they cleaned our furnace, it smoked afterwards.

THEY ARE AT A BETTER PRICE THEN MY PREVIOUS COMPANY. THEIR WORKERS ARE VERY NICE. THEY ARE VERY PROFESSIONAL AND DO A GOOD JOB MAINTAINING MY FURNACE. I HAVE USED THEM FOR QUITE SOME TIME NOW.

THEIR PRICE IS HIGH AND THEIR WORKERS ARE NOT THAT PROFESSIONAL. THEY DO QUALITY WORK ON OUR FURNACE OVERALL, BUT NOTHING WONDERFUL. I HAVE USED THEM A LONG TIME AND THAT IS WHAT KEEPS ME WITH THEM.