SMO

horrible. paid for maintenance. company does not work weekends and working hours only during week. they require a 6 hr window for service. they are supposed to call beforehand 1/2 hr but often give you 5 mins. After providing service, there is no written or verbal communication regarding the results. you can't reach anyone by phone. I'm ready for a change.

I'd give them an "A" for overall experience and across the board. The quality was excellent. Nothing bad about the experience at all. I would use them again.

I have a maintenance plan. I've had them for years. They are very good.

They came in and did the job. They didn't waste any time. I did have a slight problem and they fixed that within 2 days. It wasn't a major problem but when they installed the frame for the air filter, it fit the air filter that came with the furnace but it wasn't quite the right size for a replacement. I use filtrete or something. I changed them because of my wife with her allergies. It was like less than a quarter of an inch not high enough. I called them and they came out and looked at it. A man came the next day and straightened it out. I got a new furnace and a hybrid A/C heat exchanger or whatever you want to call it. The system was really out of this world. My brother in law who lives in AZ has his own HVAC business. I talked to him and he said if you want a good one that's going to save you money and not have any problems, he told me which one to get. When I talked to them they said there are 3 systems that we could go with. They took their time and explained it. They said the best grade they recommended was this one and it was the same as the one he recommended. It worked out good. They financed it which was great. My brother in law gave me a general price and said if they go over this then they are ripping you off. They were actually below. They bought out the company we used to use but they retained a good bit of their personnel. I had a good relationship with the previous company as far as them responding and taking care of everything and it's been good with SMO.

That went perfectly great. Definitely an A on everything. They arrived on time. The work was completed in one day. Despite the difficulty of the tank getting in the house. Everything came out perfectly. They called back to check to see if we were happy with what they did.

I personally wasn't there when they did it but my husband was very pleased with them. We would definitely us them again. It was great. Everything was great.

I just had my annual maintenance today on my oil burner. If I have a break down in a year they either fix it free, or reduced price. I can’t remember which. Well, they took more stuff apart this time, than they did the previous time. That was good. I’m pleased, I’m okay. I think the price is a little high. They gave a window between 8 in the morning 1 in the afternoon. I wish it was a tighter window, but they don’t do it that way. They do call 20 minutes before they get here, but you know, that’s still the whole morning I got to be here. He called me, and said he’d be there in 20 minutes, and he was there in 20 minutes.

They are good. They come out when you need them.

It was good. We have a service contract with them. It's a yearly contract, we haven't renewed it yet, so I don't know the price.

SMO has been maintaining our oil furnace for thirty years. Their annual servicing means our old furnace still performs excellently. We've only had one time when it really went out during a snow storm, they did manage to get someone to work on it. They're careful when they fill the oil tank not to spill oil. The maintenance staff is always polite, efficient and clean up after themselves. Chris was here in June and did a great job with the tune up. We feel it is worth paying for the annual service fee and maintenance as we've always been well cared for.

My heating/cooling nightmare started Nov. 21, 2016. It's still going on today May 5, 2017 Everyone at SMO is courteous and friendly. But they are completely incompetent. Here are the details: My Heating and cooling oilpac was covered under a service contract with SMO. Starting Nov. 21 2016 the machine wasn't working. SMO technicians worked on it repeatedly, at least two or three times a week- sometimes every other day for six weeks. Each time they would replace small things, like a timer or spring, etc. I had a home warranty, but it would not take effect until the oilpac was deemed not usable. By this time, it was the end of December. And I still had no heat. I called the SMO service Supervisor and asked him what we could do. He said the heating coil could be cracked. I said why hasn't this been checked. He said they have a guideline that they cannot "condemn" units. What? I literally had to beg for him to have it checked. A technician came out. Yes, the heating coil was cracked. The technician told me that it would be unsafe to operate the unit, took a picture and brought it back to the supervisor. The next morning, I called the SMO supervisor. He still said he could not "condemn" the unit. Again, I begged for him to help. Finally, he said he would come out to look at it himself. He did and found the heating coil cracked. But the SMO supervisor said he could only write a statement saying the unit was not usable if I agree to buy a new heating/cooling unit from SMO. This alarmed me, of course. But unfortunately, the previously day I had already submitted the SMO proposal to the home warranty company, which they accepted. Any change to the proposal or company would have resulted in weeks of additional delays. February 9-10 SMO began installing the duel heating/cooling heat pump. SMO returned to finish the work Feb. 13. The unit failed inspection because of the way the duct work was installed. SMO technicians returned the Feb 14 to fix problems. And the inspector returned and passed the unit. On the second day of installation, SMO called to say they were sending someone to my house to "collect." Having already paid a deposit, I said I wasn't going to pay the rest until the work was complete. The company also failed to pick up the old oil tank as agreed as part of my purchase of the heat pump. It took 4 calls to have that happen. On a warmer day in early April, I tried the air conditioning. The house heated to 85 degrees in 20-minutes. I called SMO. They sent a technician who said there were five wires. One of them was not connected. After he worked on the wires. We verified that both the heat and air conditioning were both working. As he was leaving, I asked if he could tell me what filter to use and how to install it. About 40-minutes later, the technician asked me to listen while he called his supervisor. The technician told the supervisor that no filter system was installed. I called the company, they sent someone out to the house to install the filter system. Today is May 5th. The day a supervisor is supposed to come to my house to show me how to put filters in. SMO management called me last week to apologize and offered a year of free service on the unit. He said he wanted to make it right. As my experience with SMO verges on gross negligence, I have little confidence in them being able to do the work.

Fine. Have used this company for 30+ years. Punctual, efficient, and thouough.

Very timely, professional and easy to work with. One of the most exceptional things they did was back in 2000 when my husband passed away, they paid my fuel bill for the entire winter season. I really appreciated that. I didn't ask, they just took care of it when I changed the account to my name after he passed.

Exceptionally well! The technician explained these to me that no one has EVER discussed.

We had an incident where we ran out of oil a year ago and I don't think they responded quick enough. They're professional, courteous, they do a good job. They're very personable.

Great - system went out on the day before we were going out of town - SMO technician responded quickly and got the system limping along so our pets were comfortable while we were gone. I contacted the sales staff while I was away and arranged to get an up-to-date estimate from June last year when I first considered replacing the system. The SMO staff responded quickly when we returned to town and the new system was installed that week. Professional staff from start to finish!

I am in a contract with them. I thought it was pretty thorough. When he was here, I would give them a B, but since he has left, I had to call them back. There is a noise in my furnace that I am not familiar with and I am beginning to smell oil from the oil filter. I called them back and they said that they would not have anyone out until the next three weeks. So, I am still kind of fine with that because I have not had any problems with that. I was dealing with another company and I switched from them because I was dissatisfied with the last order I made and that is why I went to SMO because I found them on Angie’s List. The cost of service is a little bit on the expensive side; it is a little pricey. When I called the scheduled the appointment, she stated that he would be here between the hours of 12 and 2. They did not make it at 2 so I called back and she quoted that she said that they would be here between 12 and 6, but I wrote down what she said. He got here around 3 o’ clock so the timing was off and it could have been because we had a blizzard here. It was a conflict of time.

Their prices could be a little lower.

I just filed a complaint with Southern Merlin Oil. I am still fighting with them to remove these charges from my bill. I'm no longer with them, I switched oil companies. I have been with them for over ten years and I don't know what happened but all of a sudden just started being an unreliable company. They were non responsive to me as a consumer. They offered to make some arrangements but why would I make arrangements on something you are not authorized, for instance I have a 550 gallon oil tank underground somewhere on the other side of my house. When they came I had 323 gallons in March and decided to fill my tank up and charge me in March. They decided to fill my tank up from, it was 550 less 323, they filled that many gallons and charged me 3.99 per gallon. I didn't know they were coming to fill it, it was not an automatic fill up because I live alone, I don't need to be on automatic fill up. One fill up that tank will last me a year.

I noticed the house smelled like oil so I called SMO because they handle my oil delivery. The woman in Client Care was very nice, felt my matter was urgent, and promised to send someone but thought it might be late due to overwhelming call volume. Within an hour of my call, the technician, Jesse Johnson, called to let me know he was on his way. He was extremely nice and appeared to know what he was doing. He answered all my questions thoroughly and patiently, and educated me a bit about my oil heating system. He assured me that my system is now running very clean and I appreciated the reassurance. The smell is now slowly clearing up.

The guys showed up on time and did an excellent job, as they had to work with my Husband to keep from tearing up my yard with the heavy equipment. We do appreciate how cooperative they were trying to adhere to the request that were made. They were courteous and professional, they were very skilled in knowing how to get the old oil tank (550 gallons) out of the ground and installing and leveling the new tank. Excellent Job....... thanks.

It went fine. I've been using them for about twenty five years. They have good service. They were courteous and nice.

The service was fine. I've been using them for three years. They're safe. It is what it is but they also monitor how much you use. They come when I'm about to run out and they have an estimate of how quick you consume the gas. It's just their reliability and their safety is good.

They were fine. Their over-all work was very pleasing.

I’ve been with them for quite awhile. They do have this thing, even though it’s a day, that they will call me an hour before they will come. So, it’s not that that bad.