Frank Bros. Fuel Co., Bay Shore, NY was given to me for my heating oil and service my heating equipment by Heat USA, New York, NY (See other review of Heat USA) in February. It took Frank Bros, until October to come to my home to inspect and tune-up my boiler (as old as the house is, 20 years) and separate oil fired hot water tank (8 years old). Within 24 hours of this wonderful tune-up (I have one done every year) my working water tank burst causing a foot of water throughout my basement (24' X 46'). Frank Bros. Then sends their equipment sales manager and tells me the best way to go is a new boiler with a reserve tank which will cut down my oil consumption by 30%, cost $6,000.00. I call Heat USA because they are supposed to be my heating oil and equipment consumer advocate and get me the lowest price for heating oil and equipment. They get back to me the next day telling me that Frank Bros. Price of $6,000.00 is a great price. I have the boiler and tank replaced with all new everything. I find out 6 months later I could have done the same thing for $4000.00. So, not only did Frank Bros. Cause my water tank to burst they over charged me $2000.00. The icing on the cake is now my oil consumption is higher then it has ever been in the 10 years owning this house. Frank Bros. Website and radio adds all proclaim "Honest People Providing Honest Service". Does anyone see that at my home? So, to all my Long Island neighbors, please don't believe Frank Bros. Or Heat USA. You might be their next victim.
Frankbrosfuel.com
7 Belford Avenue Bay Shore, NY 11706
631-665-3300
Frank Bros Fuel Co Response:
This customer's 8 year old water heater started to leak and he was interested in an indirect water heater. Since the operating efficiency of the heater is dependent on the boiler, we would mention the possibility of replacing the 20 year old boiler at the same time (and at a package price). We did not tell him that he had to replace the boiler. We gave him a package price of $5850 for a 2 zone cast iron boiler with a 32 gallon indirect water heater. We never told him that he would save 30%... We always tell customers that 15-20% is more realistic. Considering the equipment that was replaced, I find it impossible that he has not saved money on his oil usage.
This customer never contacted Frank Bros with any complaints about our installation or the operation of the new unit. We feel we did everything right for this customer, at a very fair price.
My Rebuttal:
I'll break down each point of Frank Bros. Fuel Co's response.
I had no leak on my only 8 year old separate hot water heater (separate burner) that was working perfectly (tuned-up every year) until Frank Bros so called "technician" tuned it up. Was this technician licensed and certified? No papers were ever shown to me. Why is it that I had a foot of water throughout my basement within 24 hours of this tune-up? I'm talking a lot of water here. I have a full basement that is 24 ft X 46 ft. I didn't know what a indirect water heater was until Bob Koncelik (equipment sales manager) told me about it. He said "I would save 30% of my oil consumption by redoing my system the way he set it up for me at $6000.00. He also said I can just buy a new separate hot water tank for close to $2000.00 but who knows how long my 20 year old boiler will last me. Because he told me I had one of the worst boilers you can own. So when the oil company tells you all this and you call "Heat USA" because you are a paying member and they are supposed to be your consumer advocate looking out for you and Heat USA tells you that what Frank Bros is offering you is a great deal, you decide to go for it. Especially that I would be saving 30% on my oil consumption and knowing what the price per gallon is, that is a lot of savings. After I started finding out more about how Frank Bros Fuel Co was charging me more than their own customers for heating oil and $1.00 more per gallon than what I was able to get else where, I refused my next oil delivery because Frank Bros would not give me the price of oil before it was delivered. Only after it was pumped into my tank and was written on the bill. Then I started looking more into Heat USA who started me with Frank Bros in the first place. I read all these wonderful reviews at MerchantCircle.com about Heat USA, that's why I paid to become a member. When I found out that MerchantCircle only allows their businesses and companies that are listed with them to remove any negative reviews and the owners of these businesses are allowed to write their own positive reviews I started getting the Better Business Bureau, The Attorney General and the Suffolk County Consumer affairs going after these fraudulent companies. Please read my reviews on "Heat USA" and "MerchantCircle". I called Frank Bros at least 6 times complaining about the price of heating oil they were charging me. I also called because twice this wonderful $6,000.00 new system stopped working. Just last week I had to replace the Riello Burner Primary Control Box after it stopped working for the third time within 1 year. Frank Bros says they have done everything right by me. What do you think? Would you want to be treated the way I was by Frank Bros. I hope you never have to go through what Frank Bros has put me and my family through this past year. So again I repeat: Frank Bros. Website and radio adds all proclaim "Honest People Providing Honest Service". Does anyone see that at my home? So, to all my Long Island neighbors, please don't believe Frank Bros. Or Heat USA. You might be their next victim.
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