Carroll Motor Fuels

To begin with, everything I have included here is 100% fact. I have ALL of the service tickets (handwritten as well as printed by their technicians) to back up my claims. If a representative from Carroll Oil tries to dispute any of my claims, I will be happy to provide scans of the work tickets.
With that said, let me tell you about my last couple of months with Carroll Oil. I signed up to have Carroll Oil provide my home heating oil in early December 2014 when I closed on my new property. Unfortunately, I didn’t vet home heating oil supply companies, I simply went with the company that provided service to the previous owners of my home. During my initial phone call, they offered a free inspection of my full system since I was a new customer, which I thought was nice. I thanked the customer service rep and scheduled an inspection in early February, which was the first convenient time for me.
Oh, and let me establish early on that I pay my bills on time and before they are due. Both bills that I have received to this point have been paid the day I received the bill by credit card on the phone… AND I completed the form to have my future bills paid automatically through my checking account. So, I should be a customer in good standing.
The first two months with Carroll Oil went fine. My furnace worked fine, they filled my tank twice (I set it up to have my oil delivered automatically, that is supposed to mean I don’t have to tell them to make a delivery), and I paid my bills promptly. No issues.
Then it started… the day of the «free inspection» in early February 2015. The technician spent about two hours on the inspection, completed the forms, provided information on my system, and that was it… or so I thought. That night, my system stopped working and the temperature in my house was down to 50. There was plenty of oil in the tank and I clicked the reset button, as requested, a number of times. Nothing. My system worked fine for the first two months (Dec 2014 and Jan 2015) then it stopped working immediately after the «free inspection».
I called Carroll Oil early the next day (day after my «free inspection») and they said they’d have a technician come out that day (they will NEVER give you an estimate on time of day, so you WASTE your entire day waiting… and they refuse to call you to say they’re on their way… so again, more waiting that could be resolved if they would simply call you to let you know they’re on their way). The technician finally showed up late that afternoon, inspected my system, and acknowledged that the technician that provided my «free inspection» the day before was inexperienced and created a problem with the burner configuration. He spent about 90 minutes at my house, fixed the burner settings, and provided additional diagnostics.
Everything seemed fine for a couple weeks.
Then, yesterday, I woke up with my house at 45 degrees. I immediately clicked the reset button… nothing. Also, the oil tank was empty but I was on auto-​delivery. I spent the day home from work, waiting until 2 pm because they refuse to provide an estimate on when the technician will arrive. The technician spent about 90 minutes working on the system, notified dispatch to deliver oil, and provided a small amount of oil to get me through. All is well again, or so I thought.
I watched two Carroll Oil delivery trucks pass by my house but neither stopped. I called Carroll Oil and indicated that my technician contacted dispatch to deliver oil. I was told that I would be put on the delivery schedule for the next day. I told the agent that my system is running through oil quickly and that small hand tank that the tech used to add oil to my empty tank would not make it through the night. I was assured that it would last a couple days. Or so they thought.
This morning, I woke in the early AM and, AGAIN, my house was at 45 degrees. I pressed the reset button… nothing. The tank is empty. I called again. I was told that I am on the delivery schedule for the day (could be any time today) and a technician will drop by to get my system running again. I asked where I am in the route but they refused to tell me. Here I am waiting, again… this is getting ridiculous.
If these were problems that I caused, I’d be a bit more understanding. However, my furnace broke after Carroll Oil provided their «free inspection». It has been downhill since that day. I have now had three days within the last two weeks were my system stopped and my inside temperature has dropped to 45 – 50 degrees. This is completely unacceptable.
This company is not concerned about customer service, they are extremely slow to respond, their service windows are massive («we’ll be there sometime today, can’t tell ya anything more»), and the skill set of their technicians is lacking. I implore anyone considering Carrol Oil to keep searching.

We had a problem with our oil burner on a Sunday and Carroll Fuel responded and fixed our problem within 3 hours. Shana and Lydia were very professional on the phone and the technician, Joe was professional and knowledgeable.

I had Carroll Fuel as my oil supplier, and they were fine, since I never had to contact them. The problem came when customer service was involved. It’s practically non-​existent!
First I requested for quotes for heatpump installations on their website, for 2 different quotes. NEVER HEARD FROM THEM.
Then i called, got a sales meeting. That all went fine, and I ended up having them install the heat pumps in both my house and my parents house. The techs were very good. Not the best at cleaning up afterwards, but otherwise, they seemed to have done good work.
My parents’ unit started to make loud noises a couple of month or so after the installation. I called Carroll. Someone came out and took a look. Decided the foundation that the unit was sitting on was the problem. So he was going to look into fixing that, and let us know when they will be back to fix it. NEVER HEARD BACK.
I called. Their system was down, said would call me back in a couple of hours. NEVER HEARD BACK.
I called again. The person who answered the customer service line didn’t have a clue, transferred me to the Sales office. Then he came back and said, Sales was busy, they would call me back. NEVER HEARD BACK.
I called again today to ask when they would be out to do the work. The same person from customer service answered the phone, and said he would have to transfer me to the Sales office again. I waited. He came back a few minutes later and said that they had to order a part, and when the part is in, they would be out to do the work. I asked when they expect the part to be in, he didn’t know, but the sales person said I was to call back next week and check. REALLY???
I asked to talk to a supervisor for the Sales department and was put on hold. Few miniutes later, the same CS rep came back on the phone and said that the Sales supervisor said that they would be out to do the work next Tuesday morning.
So 1 minute they didn’t know. Next minute they knew, but still would not talk to me directly. WOW.
If you want them to install something and be gone, you will be happy with them. But don’t expect to run into any problems that they are supposed to fix (the unit is on warranty, it being only a couple of months after the install and all, so maybe that’s why the poor treatment), forget it. Better luck elsewhere!
TERRIBLE. Never again will I use Carroll for anything.

I was on their Automatic Delivery contract for a year and found out in March (the end of the season) that they were charging me the «On Call» delivery per gallon — which was about $ 1 higher per gallon. I called and asked them to credit me the difference, at least for the last delivery, and they declined, saying we have no contract on file (but yes they have been delivering oil for a year… without a contract!!! Really???)
GO ELSEWHERE!

Polite, no-​nonsense, always on time, professionals. Carroll does not mess around with BS pricing schemes — they are fair, honest and do great work with oil delivery, furnace maintenance, and A/​C maintenance.