Griffith Energy Services, Inc.

We had an appointment today at 1pm for an estimate, at 1:15 we call Kevin and ask if he’s coming he tells us he already came at 11 and that he can’t come back out. Supposedly someone put the wrong time on his calendar. Didn’t call when he arrived and no one one called saying he was coming early we were home the entire time and now I’m out 3 hours of work for nothing.

Not a great start. Scheduled a tank replacement, tank certification, annual service and a tank fill. The outside-tank replacement people came, but Griffith missed the other three appointments. When i called, they did not seem to care. Hoping things will improve, but I would not sign-up with them until they fix their system and level of service.

Update: after a very public apology from the owner (see below) they followed up with a Tuesday delivery after a Thu/Fri promise...4 days late, no call, nuthin!

Action speaks louder than words and their actions have demonstrated a low level of service and value to the customer.

If you are thinking about calling them, find someone else who wants your business. Dropping them from 2-stars to one.

I’ve been a customer of theirs for almost 7 years. I’m on automatic refill for my oil and never had a problem until this week. We ran out of oil and woke up to a cold house. Called Griffith, they said they’d send someone. They sent a furnace repair man. Had to call back twice, was told my account was past due when it was not and was promised immediate delivery. No one came. Called again to the after hours emergency line and was told someone would be out ASAP. No one came. It’s now 26 hours since my first call, my house is freezing, my fish has died from cold so I called Murphy’s Oil and they will be here within 2 hours. Apparently they get a lot of calls like this from previous Griffith customers all the time, they were extremely nice and helpful. Will be cancelling Griffith service today.

Edit - the number below from Griffith’s response just takes me to customer service and no one has answered the phone today at all on the customer service nor did they answer between 3 and 5 yesterday. No worries though Murphy’s Oil was out here within two hours of me calling. My heroes!

Excellent technician Mr. Danilo A. who provided his expertise in trouble shooting several A/C problems. Very thorough and diligent in his work habits sharing his knowledge in layman's terms, a credit to Griffith's great cadre of professionals.

When I called Griffith, I was placed on hold for over 10 minutes. Someone picked up the phone and immediately hung up. I called back to see if it was just a mistake and no one ever answered the phone. Poor customer service, if you cannot do the job or do not want the job, be honest.

We have been customers for quite a while and understanding the pandemic required answering services and creative ways to speak with customers. This company has drifted into the land of no answer and no response. With your patience you are awarded with rude phone service and when you ask for a timeline for response you are disconnected. Our recent maintenance service was great, but this consistent poor means of contact makes it easy to move on. There are small businesses within our homes capable of responding. Will miss the service team and little else.

If there was a category for zero stars I would have chosen that. The lack of customer service, and the amount of errors on this one issue, is unbelievable. I have been calling and leaving messages for 3 days. I have received no return calls but was able to get through only twice. Once to learn the service rep would not be out until the next day. The second time I was able to get through I was told the fuel delivery was going to my house and not my parents because I had called on my cell phone! They paid no attention to the account information given, only used the number I was calling from. Because of this error on Griffith's part, my parents ran out of fuel AGAIN!!!!!!!!!!!!!. So here I sit, day 4, still trying to get someone on the phone. I hope the General Manager of Griffith see's this.

I've been with this company for over 3 years. They use to be awesome, but I don't know what changed this year. This month I needed service on my furnace as well as my outdoor a/c unit. I have the gold plan for both. They were horrible with their answering service and never returned my calls. I finally got an appointment, the technician never showed. After contacting them multiple times they came out, but we're unable to fix my unit. I had to reschedule multiple times. If they actually showed up, they were 4-8 hours late! I spoke to a manager named Melissa. I thought she was going to be helpful, however she blew me off as well. Failed to return my calls and never answered my issues about their scheduling/customer service questions. I am looking for a new company to work with.

We have been a long time customer and satisfied with the service we receive.
Based on our regular furnace maintenance in August, we needed to replace the furnace and oil tank.
I worked with Kevin Yowell and was given a great deal. He followed up within a day and we were scheduled for a new furnace.
The delivery of the new tank was also scheduled, however, the truck broke down and they were not able to deliver it. I didn’t hear back in a timely manner about scheduling deliver/installation of the tank.
So I called early one morning and Annah Hall picked up the call and helped me with my concerns. It was scheduled- delivered and installed shortly after my call with Annah.

Then I had to call again about receiving the first oil delivery and once again I was fortunate enough to have Annah help me.

And today, I had a billing question and once again Annah helped and I had the answers within an hour.

You are very lucky to have Annah Hall as an employee. She is professional, very polite and most importantly extremely helpful.

Good Customer service is lacking in our world right now and it was a pleasure to work with Annah.

On 5/20/20 I signed service agreements with Griffith, one for heating at a cost of $199.95. When October rolled around and I hadn't been contacted about my fall maintenance I called and was informed it was my responsibility to contact them to establish a date which is contrary to the policy of other oil companies I've dealt with. I was informed that 12/30 was as soon as they could come out. When I arrived home on 12/23 there was a notice that they had been out at 1:00 to call the office to reschedule. Normally you get prior notification telling you if their visit will be morning or afternoon. Not only were they a week early but I didn't receive a notification as to time of day. I called the office and was informed February was the soonest that could come out. Winter will be mostly over by then and I'll be be time to schedule my A/C maintenance. This is terrible business practice and I would hardily recommend that anyone considering them go elsewhere. For all intent and purposes I'm out the $199.95.
David E. O'Neill

I have recently received a bill from Griffith and I have requested a breakdown of the amount an d I have received 3 additional request for the money but they are refusing to give me a breakdown. I'm not paying until I receive the breakdown.
David E. O'Neill