We used Francis to replace an oil furnace and tank, and to provide oil and servicing for several years. At our annual servicing, they determined that the oil tank needed to be replaced. We decided to switch to natural gas, and eventually decided to have a different company replace the equipment. Francis refilled the oil tank days before we were having it removed, even though we had spoken to several of their representatives and said that we would not be refilling it. They only told us that they needed us to tell them not to refill it in writing AFTER they filled it and we called them. This added considerable cost to the equipment replacement. I'm sure the situation would have been very different if they were the ones we'd contracted to replace the equipment.
- Approximate cost of services:
- $5,000.00
- Company Response
Lisa, Sorry to hear about your issue on the fuel delivery. Francis Fuels does require a written notice of automatic fuel delivery cancellation. This policy is to protect customers & their property. A written cancellation notice is a industry standard, which ensures deliveries or accounts are not cancelled in error, or in colder weather cancelled/ stopped when fuel is still required to heat the home.( especially if waiting for alternate energy utilities to be installed, or change of home owners)
Every verbal request to cancel or change delivery status is made aware of this requirement as well as in written documents provided to all our customers when a delivery account is opened.