First, Julio was great once he arrived, provided oil and my boiler was up and running. I am a long-time customer, I called at 8:53am to report no heat at a rental property after receiving a call from an elderly tenant, I asked when my last delivery was since I am on auto delivery and budget billing, I was advised May2022. I gathered we ran out of oil and was told the service man would be there between 10am-2pm. After repeated calls to customer service at 1pm, 3pm, 4pm, 5pm and 6pm and being told different reasons for the delay, including several times that he was on his way, Julio showed up at 6:45pm. This is a rental property, so I was waiting in my car in front of the house, as past experiences with providing access instruction to call a different number for access never happens. I provided customer service with the tenant's phone number, my cell number for access, when Julio arrived, my wife's received a call at her cell number and that is not what was provided for access. Glad I was sitting in my car waiting, I learned from past experiences. Having no heat was the direct result of Hart not delivering oil since May 2022 and you would think that they would have made my service call a priority at least within the 4-hour time frame promised, not 8 hours. I understand that at times there are extenuating circumstances, but 8 hours is excessive. My tank was filled yesterday at a cost of over $1000.00. I gather that I now have to monitor the auto delivery schedule as I do not want this to happen again.
Response from Hart Home Comfort:
I am very sorry this happened. James, our delivery manager, will reach out to you directly. Best wishes, Jacqueline Hart
