NOONAN ENERGY CORP

Zero customer loyalty or respect for the elderly. My mother is a 90-year-old woman who is on a fixed income that because of the pandemic has dropped by about $800 per month. She has been a customer of this company ever since they bought the company, she was using prior, probably over 20 years. I do not know how long she has been their customer for sure. As she is getting older, I have been helping her maintain her home. My mother bought a new furnace through this company a few years back. On 12/02/2022 the furnace ran out of fuel while we were on auto fill then again, the next month. There technician came after hours and ignored me when I pointed out the leaking furnace. He, also, ignored me asking him to leave the fuel and let me start the furnace. He decided the fuel tank was unusable then disconnected it leaving it on cans of fuel. The way he left it did not work and the furnace did not run at all that night. They came back late the next day and reconnected it and broke her fuel gauge while trying, but failing, to clean out the tank then charged her $312.10. I called back two days later as furnace would not run. They then found the furnace has a cracked boiler. He said that he put the furnace on constant ignition because water in the chamber was making it too cold for the fire to burn properly and so it kept shutting down. When I asked them about fixing it, they said they will have trouble getting the warranted part and did not seem concerned that the furnace is burning though fuel to fast, costing her extra money. While the tank was disconnected and she had no heat I was trying to get them to come back and reconnect it. I complained about them leaving a 90-year-old woman without heat all night and half the day. At that point the woman in the Palmer office started complaining about a barely late payment and implied that they might not send someone out if I did not pay it right then. I told her then, and every time since, that the furnace used the fuel faster than it should have. I told her I would pay it as soon as the money came in. When I called them the next time, she again started asking for the payment. I told her I sent it the day she demanded it but it takes time for it to get to them. She implied I was lying. I told her she was being very rude to a long-time customer and that I was upset about the way they had held my mother hostage by disabling her fuel tank then demanding payment. She denied she had said it. She later called and refused to deliver fuel until the new bill was paid; despite it not actually being late at that time. The woman was rude and dismissive to me and implied my mother was a deadbeat that does not pay her bills. They did not deliver fuel, before it ran out again thirty days later, despite having received the payment before the 30 days the bill said it became late and wanted to charge her $100 for 10 gallons of fuel. By this point I was so sick of how rudely they were treating my mother and that they let her run out of fuel for a third time in a row. I started to cuss her out and told her she was a horrible person to treat a long-time elderly customer like garbage when the reason she was a bit late on the payment was that the furnace they bought for us was not working right and is burning fuel much faster than it should. She made it clear she did not care at all how this was hurting my mother and just keep complaining about getting paid. While talking to the service manager, to contest the service charge, he told me they had stopped fuel delivery because the bill, from the first time they had let it run out, was not paid. But they never called to tell her they had shut her off. To their credit, after I explained how I had asked them several times to just fill the tank and leave it for me to start and that it had been working until it ran out of fuel two hours before they said it was unusable, the service manager removed the service charge. After I, successfully, contested the $312.10 service charge, I called back to see when they would deliver fuel. As, despite the way they treated her, my mother still felt loyalty to them. When I called, one of the women at the Springfield office, who seemed kind and polite at first, would put me on hold and every time I would get disconnected. I do not know why. When I told her it was happening, she said, fairly rudely, that I keep hanging up. I tried to explain that I was not hanging up but was getting disconnected. She implied I was lying told me to stop hanging up and put me on hold again. When I called back, she scolded me for hanging up again then while I was trying to tell her, again, that I was not hanging up she put me on hold in mid-sentence. When I got through to their office manager, she told me they were dropping her account. I asked her why they were dropping a longtime customer for a barely late bill. But the only reason their Executive Office Manager would give is “Um no we’re done we gave you a credit; um we’re done we’re not delivering no more oil to you.” She refused to let me appeal her decision. I would expect more from a company I had done business with for so many years. While I am sure she has paid late sometimes. She has paid them everything she ever owed including the full cost of the furnace and installation. If they had an issue with her paying late or any other issue, they could have called to discuss their concerns with her or tried to see if they could help her some way, like setting up a payment plan or seeing if she might qualify for fuel assistance. When they saw that she had used the fuel sooner then they expected they could have called and set up an appointment to see if something might be wrong with the furnace causing it to use fuel faster then it should. And when it burned 250 gallons in 30 days, they should have called to see what the cause was. Instead, they shut her off with no warning, left her without heat for over twenty hours, broke her fuel gauge and lied about it, charged her $312.10 for service she did not need done and then dropped her as a customer in the middle of winter during a pandemic. I feel it should be Illegal to shut off delivery of heating fuel to an elderly person without any warning in the middle of winter. As this both risked her physical health and harmed her mental health. Every time she feels cold now she calls me worried the furnace is out of fuel. TLDR My mother is a 90-year-old woman who was a longtime customer. This company sold her a furnace that broke under warranty; they are in no hurry to fix it. The furnace is using fuel faster then it should. They let her run out of fuel because of this. Then shut her off with no notice because the bill, they knew was earlier than it should have been, did not get paid on time. When it ran out again, they disconnected her fuel tank and left her without heat for around 20 hours to do unneeded work, broke her fuel gauge and lied about it then they charged her $312.10. When I complained that she had was left with no heat they started demanding payment implying they would not reconnect her tank if it was not paid. They were rudely dismissive when I explained the furnace was burning fuel to fast but I would pay soon. I paid that bill then they called and said that they would not deliver fuel until the new bill was paid. The new fuel bill was paid 25 days after it came but they let her run out again two days after they received it. The staff I spoke to was rude and implied my mother was a deadbeat that does not pay her bills and tried to charge her $100 to bring 10 gallons of fuel. After I successfully contested the service charge, their Executive Office Manager dropped her as a customer. When I asked her why the only reason, she would give me was “Um no we’re done we gave you a credit; um we’re done we’re not delivering no more oil to you.” She refused to let me appeal her decision.

They have been very good. They are reliable and prompt. I have used them for about 20 years and I would highly recommend them.

When my husband and I first bought our new home and needed to find an oil company that would provide regular deliveries, Noonan was one of the easiest to start a new account with. In retrospect, this may be due to the fact that their business is failing given their terrible customer service. I was warned by several neighbors not to use their service; however we went ahead because quite frankly we needed heat fast in our new home. Our first experience with them involved asking for the service man to come later in the afternoon, as my husband works night shifts and sleeps until 2:00 pm or so. I was laughed at, and the man I spoke to on the phone suggested that my husband was lazy for sleeping so late. He did not come in the afternoon, he came the next morning and banged on our bedroom window until my husband woke up. He then had the audacity to tell my husband that I had given him permission to do so. We probably should have ended our service then. Over the past two years, we have had bills that were missed because we never received them. Their business practice is to tape the bills to the door or to wedge them into the door frame. Obviously on a windy day this is not efficient. I have found bills in the middle of our lawn on several different occasions. We do, by the way, have a perfectly functional mailbox. The other lovely system that they have in place is that if you do not have a physical bill, you cannot pay said bill, unless you call them and pay over the phone. There is no way in this case to see your balance or to verify that the amount you are being charged is even correct. You must simply trust the woman on the phone who doesn’t seem to understand the complex workings of a credit card payment. We finally terminated our service when we recently realized our oil tank was completely empty, our water was freezing cold, and our house was gradually getting colder and colder in the middle of the winter. We have a pet reptile, who could have died, if we had not been home to discover this. When we called we discovered that Noonan had reportedly not received our last payment, which I had sent a check for almost four weeks prior to this incident. I suppose I will never know what they did with the check. They would charge almost 200 dollars to send an emergency 10 gallons. The next morning the woman we spoke to on the phone stated they had sent several notices requesting payment. I am not sure where they were sent, or if she sent them via raven as opposed to regular mail, but we never received them. I find it absolutely abhorrent that they would simply stop delivering oil regardless, in the middle of winter, after one missed payment which was only late by two months. We have always paid our bills on time in the past (at least when we received them), and a phone call would have gone a long way in this case, I would have paid the missing amount immediately had I known there was a problem. I am shocked that any business providing a service that could potentially cause serious property damage or even bodily injury would not think to use the phone number we provided to let us know that our deliveries were being cancelled. When we asked the woman on the phone if she could have potentially sent the notices to the wrong address she promptly stated “No, I sent them myself to your house.” I find it fantastic that at her age her memory is so perfect that she didn’t even need to look up the address she had sent the notices to. It was almost as though she was trying to cover up a glaring error made by the company. When I called to cancel my service, I was told I would be sent a bill for thirty dollars which was our only leftover balance. I have no way to verify where this balance came from, but it seemed a small price to pay in order to ensure our account was closed. Before I received this thirty dollar bill in the mail, I received an older bill for our previous supposedly “missed” payment; this was dated back two months. It stated on the bill that our balance was past due. I am made to believe this was the notice that was supposedly and so assuredly sent two months ago to inform us that we were late on payments, and that the receptionist found it when I called to request our final bill and so she sent it then. Needless to say, we have found a new oil company to take care of our deliveries, one that isn’t stuck in the stone age of paper bills taped to the door. They actually have an online system that spreads out your bills so that they are automatically taken out of your account monthly: you know, like every other bill you’ve ever paid in your life. TLDR: don’t make the same mistake we did by using Noonan just because they will start your service faster, better companies are worth the wait!

After 25+ years of being a customer with another oil company and getting sub-par service for our furnace before being told-"go find a plumber, we are too busy" I had had enough. I searched on Angie's list and found Noonan-and boy, I am glad I did! I called over the weekend after 2 weeks of no heat with the other company and the owner, Tim Noonan called me back to set me up as a customer and to get a technician out as soon as possible. The technician, Jarrod was a real pro-courteous, professional and fixed everything that was wrong with our system including some things the other company had been missing for some time! This included not only our boiler, but repairing pipes and thermostats, including changing settings to make our heat more efficient and cost effective. And I am thrilled to be switching over to their biofuel-had no idea about this product and am happy to be doing something for the environment as well. Plus, Noonan is local which is important as well to me. Am extremely impressed and hope to be with Noonan 25+ years.

The price was an "A" compared to some plumbing prices.

It was very good. They handle all of my needs. They do plumbing work and they take care of the air conditioner and the heating. They supply me with oil. It works out very well and I am very happy with them. The price is very reasonable because I get a senior discount. I also pay on monthly installments and they pay money on interest in escrow. So it's like money in the bank. I would definitely use them again.

The comment I received over the phone was....."There is nothing I can do."

USE THESE GUYS. We obtained a referral to Noonan from Angie's List. We needed to purchase a furnace for a house in Western Massachusetts which hadn't had a heat source for over 12 years, and had previously had been left without heat but with water in the system which caused many of the hot water copper pipes in the house to burst. We had four estimates, and Noonan's price was 15% lower than any of them, plus we got a 95% efficient near top of the line combi Bosch system instead of the middle of the road boilers all the others were quoting. They not only had to install the system, but additionally had to repair over 15 pipes with leaks, remove and take away the old cast iron boiler, rerout some piping, remove and take away the old oil tank, and run new piping for conversion to propane. I figure they had to make at least 5 trips, 1 hour each way, to complete the job. The work is nothing short of supurb, Joe the manager and installers were top notch professionals, they arranged all permits and inspections, and even took care of paperwork required here to get our rebate from a Massachusetts energy efficiency agency. You will not find a better company.

Brian Rathbone came and gave me a quote within a couple day, one of three and they were all pretty close, his being the lowest by $100. He impressed me as very knowledgeable on the subject. The thing that separated his his company was the he said he could get it done within a two week from when I made my decision on selecting a company to do the job. In one week he had the new tank in place with the transfer of oil complete and a week later finished up the tank removal. The new tank installation is excellent in every way and the old tank removal when great. The only slow down was about an hour wait for the city fire department inspector to arrive. Luckily the tank had no leaks so everything else when smoothly. They even took care of the replacement of the asphalt that was dug up for me. Thank you Brian, you were fantastic.

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Scheduling an appointment was easy. Office staff extremely pleasant. Arrived on time for appointment and looked at all issues. One person did the garbage disposal and pipe while other person did laundry leak and valve. All work completed in 1 1/2 hours. Need other work done to reduce water pressure but water department has to come out first to replace a part. I also want them to replace outside faucet. They are going to return to do this. Workers were excellent and really knew what they were doing. I was very impressed by this company. Would encourage anyone looking for plumbing work to hire them.

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The plumber was very neat and quick. We are very satisfied with the response to our call for service.

They have a lot of subsidiary, but you deal through with their main company. I thought they gave me a fair price, but I didn't compare it because I knew what I was buying. The salesman was good and they also supplied oil. So, I am almost familiar with the company. Everything came out good. The whole experience was good. There were no problems at all. I know the price was in line. The quality is excellent. The city inspectors approved this, so it must be okay.

I have used them for 25 to 30 years and would continue to use them.

lI stopped in and spoke to the owner. I said you mean that you will not stand behind the boiler you installed, he said there were plenty of other furnace people that would service it. Wrong, very few people will service the Kinetic 2000 boiler system because of the electronics. I feel that is very unprofessional. If I was in his place I would have said I will service it this time but would appreciate you giving us a change to bid on your fuel oil.

They were excellent. They were very professional. We have a walk out cellar and they were able to install it through the cellar. I said they could come through the house, but they didn't want to make a mess. They worked efficiently, got it all done in one day. They explained maintenance and what size filter to get in the future.

Overall a great job and followup to make sure everything was OK. Had a slight issue with the basement floor, but the came back and fixed it no problem.

We bought our house earlier this year and called Noonan to discuss setting up oil service. They sent a salesman who looked over everything and went over all the plans and options with us. At the end of the sales call my husband and I were under the impression that he was going to set up our account based on the discussion we'd had. We filled out a form and we were left with minimal paperwork, and I expected to receive our first bill towards a budget plan in July. When I called to set up our first delivery of oil I mentioned that we were supposed to be set up for the budget plan with automatic deliveries and the customer service rep told us we weren't set up that way, and she'd take care of it. Then I received a bill for the total balance due, so I called to ask about our payment plan. They tell me we can't be set up on the payment plan because there is no usage history on our house after 2008. This was never mentioned by the salesman, nor is it on their website or on any of the paperwork we received. I was also told that we needed to set this up in July and now it's too late. I don't have any documentation of this either. NOW we have a large bill we can't afford and we can't get another delivery until it's paid off. Needless to say I think their saleman needs to work on his communication skills, and it couldn't hurt Noonan to beef up their sales sheets to make them more informative. It'd also be nice if some of this information could be found on the website. We're considering cancelling our account and getting our next oil delivery from another company.

Never received a call back. I don't chase vendors.

I was very pleased with them. The installed a good product, and provided excellent service.

From talking with other HVAC people, they are supposed to come in with a measurement to see the size and space to be heated and cooled. They should also look into your windows to compute how large of a furnace you'll need. Noonan sold us a unit that was to large for our house! The furnace has 2 fan stages (90 cfm and 60 cfm) for improved efficience and Noonan only hooked up the low speed fan. I now need to install an "air exchange unit" to control the indoor air quality because I have Cancer. We are unable to install that unit because the furnace is to large and will not interface properly. This unit would improve the indoor air quality in our houseus save money in the future. Now, we own a unit with features we cannot use and we are unable to save money today or in the future!