PYROFAX ENERGY PROPAINE AND HEATING OIL

I believe this company is now owned by suburban propane. This company ripped me off. To make a long story short. I discontinued service with them and they outright lied about the amount of propane they are required to refund me.

unknown

Service was prompt and professional.

The water heater broke on Thanksgiving Day. We waited to call the next day, because we didn't want to pay extra for a holiday service call. The repairman came a few hours after the call. He checked the heater, determined what was causing the pilot light to go out, and fixed it. In the paperwork, he reported the service call. The work was completely satisfactory. However, regarding the company's price policies for delivery of propane gas, there is a problem. Several times, we discovered that the rate we were being charged for the propane had gone up substantially. My wife called them, and they said that we were entitled to a discounted rate because we are year-round residents. The rate would be lowered, only to be raised again the next month. It was necessary to call about this problem several times. If you are a year-round resident, make sure you are not paying exhorbitant rates for your propane delivery from Pyrofax.

I will pursue a family owned local company because I can depend on them more than a cheaper company. I live in Vermont and need fuel oil on time not after I have run out and the house is cold. The drivers were very friendly and professional, I believe the company cannot manage the customers they have.

Every time they deliver propane to us, we have issues. We have problems with our pressure regulator. Right after delivery the pressure has caused our gas furnace to go out. We call them, they fix it, but, they charge it to us. We call them at 8 am and they don't call us back till 2 pm. We're thinking about changing and haven't done it yet. They have said they will refund us for having to come back out after delivery, but, it is always on our bill, and they haven't taken care of it. I am not satisfied with their service. This is one of the reasons I joined Angie's List to see other providers and let them know about some of the ones we've had.

As I said above, we had no hot water and as new homeowner's we weren't exactly sure what to do. We called the after-hours line at Pyrofax and received a phone call from a tech within 15 minutes. The tech told us that he wouldn't know how to fix it without seeing our specific furnace/boiler combo and he was an hour away so because this wasn't an emergency we should wait until morning and call back. In the morning, I call right at 8 AM and got no answer. I called again at 8:15 and still received the after hours message although it listed 8 AM as the open time on their website. I waited until 8:30 and called again but was connected to a voicemail message. It was Friday so I had to take the morning off of work to get this resolved before the weekend. We had family members visiting for the weekend so we needed the hot water. After no response at 9 AM, I emailed a staff member who had helped me set up the account and explained the issue. She called me and told me they would get someone sent out. The tech had a full morning but they were going to try to fit us in. They weren't sure when he would get there but he would definitely come. Around 10 AM the tech showed up. He went down to our basement and looked at the furnace. He took a few wires out and put them back and then pushed in a box and the furnace came back to life. He was in front of my furnace for no more than 2 minutes before seeing the problem and pushing in the box. We spoke for a minute about how my husband and I used to live in a condo so we were not used to looking after a furnace. He was at my house for about 5 minutes. The next week, I received a bill of around $102. $70 was charged for a "trip/diagnostic fee" and then there was a $32 "minor repair fee." My husband and I had no problem paying the $70 because the tech did make the trip out to our house but there were no materials used for the repair and the tech was only in our home for a matter of minutes. I called Pyrofax to explain that we did not feel the $32 charge was appropriate. I was told it was a minimum charge for a repair. I asked if this was a minimum charge, why it was not included in the visit/diagnostic fee and the rep told me that she did not know. She connected me to the General Manager's voicemail and I left him a message explaining our confusion for the $32 charge. I did not receive a phone call back for 2 days so I called again and was again put through to the General Manager's voicemail. Again I did not receive a phone call back. I never received a phone call back and was very disappointed with the way I was brushed off. I do not feel we should have been charged $32 for a box to be pushed in within 2 minutes of entering my home. I would assume that a trip/diagnostic fee is what covers the gas as well as the tech's hourly rate so I do not understand the $32 charge if no materials were used. I did pay the bill as I work in lending and know that they could file a collection and charge outrageous late fees for non-payment. Once our year budget contract is over, we will be switching propane companies.

it took a bit for them to respond to my emails, i had to call them to get them crackin'. nice people, good service and fair prices from what i have seen.

Everything went as discussed in advance. There were no surprises and the cost was exactly as estimated.