I had two tanks installed on Tuesday. The technician was very knowledgable and did a great job. Yesterday I noticed that the tanks ran out of gas. I called and was told that I am on the schedule for delivery later on. But then my house went cold. I called again and was told I was moved back one day. After some back and forth Wallace delivered. The delivery technician told me that I still had some gas in the tanks that would hold me over through the night even if he did not come. The issue turned out to be a sensor on the boiler.I think their technical personel is great, their cusotmer service less so.

Tim H and Dante were the technicians that came by for the boiler yearly tune up. Ive been with Wallace for over 5 years and this is the best crew that has serviced our boiler. They were knowledgeable, thorough and worked very well as a team. They identified some issues and instead of band aiding the issues they corrected them. They explained everything in a manner I can understand, and made sure everything worked like it should before they left. Your company should be very proud at the quality of technicians you employ.

I wish there was an option to leave negative stars, because that is truly what is deserved. Let me premise this by saying we had Wallace for 6 years, and NEVER had an issue, until we moved. We reached out to them for propane and fuel oil. They claimed their system was down, but okay, they showed up on a Saturday. Nice guys, we needed a 50lb tank, they only had a 100lb on the truck, and since we were the second to last stop for the day, the guys rattled off codes and said that someone would call on Monday-because they suggested we run a new line to the tune of way more money. Monday came and no call, so we called them. Again, systems were down, but we shared our concerns and said that we needed a 50lb tank. Im not sure if they werent taking notes, but we spoke to about 5 different people and had to repeat the same request. Now, in the meantime, someone showed up to deliver fuel. Guy got out of the truck and asked us if they had sent anyone out to inspect the system-no, they hadnt. Well then he said he couldnt deliver any fuel, because no one told him he needed a special nozzle to fill out tanks. Funny enough, we shared the information with him about the propane issue and he said, that what we wanted initially was a non-issue and there was no reason why they couldnt install the 50lb tank. He also said that someone would be calling tomorrow, when we didnt hear anything (yet again) we called. It was the same schpeel-systems are down, we will send someone out. The next tech comes out and says that one tank is rusted (we have two) and that they could take it out and replace it with one for about $3000. At this point we had had it. It wasnt about service, it was about $. So we called another company and they were out to fill the tanks ASAP-no issues found whatsoever (and yes, they inspected). We decided to give Wallace one more shot with the propane. Today someone called and said he would contact the original guys and set something up-despite the fact that we told him that other employees said that a 50lb DOT tank would be fine. He told us the guy suggested running a new line for $$$ so we canceled our service. Absolute worst costumer service experience we have ever had with any fuel service company-every employee who answered the phone-aside one, talked over everything my husband tried to explain. One guy even went on a rant about the environment-news flash, we own an environmental company-side note, he was the most verbose and arrogant of all the customer service reps. I would highly suggest finding some other company-this debacle went on for a week.

If I could list no stars, I would.We were so excited because everything they proposed sounded great. We were able to lock in a low price as long as we’re under their smart plan. Then we were given credit because they didn’t have to fill our tank twice.Then, last week, we asked them to use part of that credit to pay for this month’s bill & at first they said sure or they could give it to us as a refund check. We said we might as well just pay the bill.Today, they called to say they couldn’t use the credit to pay our bill because then it would raise our monthly fee.So we said that doesn’t make sense but ok, then send us the refund check. They said this would also raise our monthly fee.Makes absolutely ZERO sense.SO basically what they’re trying to do is making it feel like we’re getting credited for the times we don’t need our tank filled BUT in reality, they’re keeping the money by trying to give their customers these runaround excuses.Absolutely ridiculous. I can’t even how many people have been scammed this way.

Ive been a loyal customer for over 5 years. Its quite simple. They deliver oil and now propane. I call if any issues theyre usually resolved immediately. On May 16, I had a problem with my hot water heater which was heated by the boiler. A workman came out Sunday but wasnt able to fix my issue. He had me hyped up because he claimed it could have been several issues which was going to be costly to me because he claimed they wouldnt be covered by my warranty. Needless to say, I never heard a call back from the workman who was supposed to order the necessary part. As of May 24, I still had no hot water but I was out of town for a couple of days.. When I called Wallace oil on May 25th, they apologized repeatedly. A knowledgeable workman arrived that day and fixed the issue right away. You could even tell he was disgusted with the worker who apparently didnt know what he was doing. This visit didnt cost me any extra money which was different from what the first workman claimed. On June 26 I received a call from Wallace apologizing again and stating they dont know where the breakdown was but they will try to get to the bottom of it. Never mind that my family had to take cold showers or I had to heat hot water on the stove. I made an appointment for their special AC tune up for June 14. I waited the appointed time. However, I received a call that they would have to cancel the appointment. They called me several times to reschedule in which I did for June 16 between 12pm and 3pm. On June 16, I received a call from Sandy stating the technician was running late it would have to be between 3pm to 6pm. No problem because I had been waiting this long. By 7pm I had not heard from anyone nor had I received the visit for the technician. I called Wallace oil in disgust. The woman was saying the technician is probably on his way. I informed the woman the technician doesnt need to come to my house and they no longer needed to call my house to reschedule. I have never had any real issues with Wallace oil but clearly something has changed. Is the customer no longer valuable? Whats more important than the customer? For without customers you wont have any business. There was a time when your time was valuable and the company compensated you for your time. Now you get an apology and no call backs. This is truly not good business. Im now thinking what can I do to get rid of Wallace oil. If my business and time isnt important to you, maybe another company will value me and my time important. Truly not happy anymore. I would have shouted Wallace Oil to my family and friends. I should have known when we had that bad winter and I ran out of oil and the only thing I got from Wallace Oil was sorry. Never mind my pipes could have froze and bursted.

Terrible Terrible Terrible. Terrible customer service. No one knows what theyre doing. Weve repeatedly told them our situation. We continue to wait for phone calls. 2 weeks have gone by and the same things are said and we get no where. Do not go with this company. Save yourself the time. Aggregation and unnecessary costs..

I been costumer with them more than 15 years but now I consider to switch with another company cause no one knew what is doing especially costumer service they are not professional at all I try to move my propane tank to another location since last Christmas and until now I cant reach anyone to do my job l did contact costumer service too many times no one care so please stay a way from this company

Just spoke with a very nice & professional representative named Karen. She gave me my account information quickly and resolved my issues. Thank you Karen and happy holidays again!

I signed up for the service contract.best thing i ever did.had alot of furnace problems.wallace tecs were there everytime.and fixed the problems.i get oil and propane from them.i would recomend they to anyone that need there service.thank you wallace team.

Wallace Energy has the best customer service I’ve seen in a very very long time. Whenever you call they are always so helpful and understanding and polite which I did not have at the last oil company that’s what made me change. The service men are just as kind and courteous. When the service guy left my house Monday my son said to me you should write a good review for them. I was thinking the same thing I would gladly recommend them to anyone who needs a good reliable oil company.Catherine Goshen NY

On Sunday December 6, my heat went out. I called the service line, someone was able to come fairly quickly (within 1.5 hours). When the tech came, he wasnt at my house for more than 10 mins before he said the pilot light was out, i re-lit it, it will start warming up, however, if the basement door gets opened the wind will blow it right out. I explained to him that the basement door wasnt opened until after we had been without heat. He did not look into why the pilot light went out, he simply lit the pilot light and went on his way, . Early afternoon on Thursday 12/10, the heat went out again. I called again and explained the situation, that a tech was at my house less than a week ago but the heat was out again. The person on the phone informed me that the earliest someone could get to my house was between midnight to 3am. I accepted the appointment and my husband and I waited up. At 3:20am, when the tech still hadnt arrived, I called Wallace again and was informed that the person actually scheduled my appt from 12pm-3pm even though the notes stated midnight to three. At this point, the representative on the phone placed me on hold to reach the on-call tech to get someone there as soon as possible as it was under 20 degrees at this point and I had been waiting approx. 16 hours. He stated that he called the on-call tech four times but was unable to get in touch with him. I asked him what the next steps were. He stated that he would add me to the service schedule for the first appt of the morning, between 7am-9am, and would continue calling the on-call tech in the meantime. IF YOU CLAIM TO BE A 24 HOUR COMPANY AND YOUR TECH IS ON-CALL - HOW IS IT ACCEPTABLE THAT HE JUST DOESNT ANSWER THE PHONE?! He assured me over and over that I would be the absolute first stop of the morning if he was unable to get in touch with anyone Well when 7:30am rolls around I still had not heard anything. At this point, the temperature in my house was well below 40 degrees. I called again and was told that the tech was just loading up and would be there by 9am. When I explained the whole issue and informed them that I was supposed to be the first call of the day. I was met with you are the first call of the day, he starts at 7am but still has to drive to the office, load up his tools and then drive to you. WELL IF THE TECH DOESNT ACTUALLY GET TO THE OFFICE UNTIL 7AM WHY WAS I GIVEN A WINDOW BEGINNING AT 7AM IF THEY KNEW THERE WAS NO WAY HE WOULD BE AT MY HOUSE BY 7AM. I requested that both the customer service manager of the agent who scheduled me incorrectly call AND the service tech manager call me to discuss all of the issues I faced. The tech finally arrives at 8:15ish, replaced a part on the furnace, that he said that the tech that came the first time should have seen and replaced immediately, which would have prevented me from being without heat, in NY, in December, in 20 degree weather, for more than twenty hours. NEITHER MANAGER EVER RETURNED MY PHONE CALL. Since it was the holiday season, I let it go, didnt leave a (warranted) horrible review, and didnt pursue communication any further. Well fast forward to today 1/4, I had a non-emergent service call scheduled for this morning (appt has been scheduled since 11/27). At 10:55am I received a call stating that the tech was running late and would be at my house between 12-2pm but closer to 1pm. As of 3pm, the tech still had not arrived to my house. I once again called the phone number, was told that he was going to put me on hold to get in touch with the service team to get me a better estimate. I was on hold for 16:30 mins before the call was disconnected on their end. So I called back and got a second customer service again, and am still currently on hold and have been waiting for another 19:35 mins AND COUNTING and still do not have an updated time for when the tech will be at my house. THIS COMPANY DOESNT EVEN DESERVE ONE STAR BUT GOOGLE DOESNT ALLOW YOU TO LEAVE ZERO STARS, BUT IF I COULD, I WOULD LEAVE ZERO STAR REVIEWS ON EVERY SINGLE PLATFORM POSSIBLE.

On Sunday December 6, my heat went out. I called the service line, someone was able to come fairly quickly (within 1.5 hours). When the tech came, he wasnt at my house for more than 10 mins before he said the pilot light was out, i re-lit it, it will start warming up, however, if the basement door gets opened the wind will blow it right out. I explained to him that the basement door wasnt opened until after we had been without heat. He did not look into why the pilot light went out, he simply lit the pilot light and went on his way, . Early afternoon on Thursday 12/10, the heat went out again. I called again and explained the situation, that a tech was at my house less than a week ago but the heat was out again. The person on the phone informed me that the earliest someone could get to my house was between midnight to 3am. I accepted the appointment and my husband and I waited up. At 3:20am, when the tech still hadnt arrived, I called Wallace again and was informed that the person actually scheduled my appt from 12pm-3pm even though the notes stated midnight to three. At this point, the representative on the phone placed me on hold to reach the on-call tech to get someone there as soon as possible as it was under 20 degrees at this point and I had been waiting approx. 16 hours. He stated that he called the on-call tech four times but was unable to get in touch with him. I asked him what the next steps were. He stated that he would add me to the service schedule for the first appt of the morning, between 7am-9am, and would continue calling the on-call tech in the meantime. IF YOU CLAIM TO BE A 24 HOUR COMPANY AND YOUR TECH IS ON-CALL - HOW IS IT ACCEPTABLE THAT HE JUST DOESNT ANSWER THE PHONE?! He assured me over and over that I would be the absolute first stop of the morning if he was unable to get in touch with anyone Well when 7:30am rolls around I still had not heard anything. At this point, the temperature in my house was well below 40 degrees. I called again and was told that the tech was just loading up and would be there by 9am. When I explained the whole issue and informed them that I was supposed to be the first call of the day. I was met with you are the first call of the day, he starts at 7am but still has to drive to the office, load up his tools and then drive to you. WELL IF THE TECH DOESNT ACTUALLY GET TO THE OFFICE UNTIL 7AM WHY WAS I GIVEN A WINDOW BEGINNING AT 7AM IF THEY KNEW THERE WAS NO WAY HE WOULD BE AT MY HOUSE BY 7AM. I requested that both the customer service manager of the agent who scheduled me incorrectly call AND the service tech manager call me to discuss all of the issues I faced. The tech finally arrives at 8:15ish, replaced a part on the furnace, that he said that the tech that came the first time should have seen and replaced immediately, which would have prevented me from being without heat, in NY, in December, in 20 degree weather, for more than twenty hours. NEITHER MANAGER EVER RETURNED MY PHONE CALL. Since it was the holiday season, I let it go, didnt leave a (warranted) horrible review, and didnt pursue communication any further. Well fast forward to today 1/4, I had a non-emergent service call scheduled for this morning (appt has been scheduled since 11/27). At 10:55am I received a call stating that the tech was running late and would be at my house between 12-2pm but closer to 1pm. As of 3pm, the tech still had not arrived to my house. I once again called the phone number, was told that he was going to put me on hold to get in touch with the service team to get me a better estimate. I was on hold for 16:30 mins before the call was disconnected on their end. So I called back and got a second customer service again, and am still currently on hold and have been waiting for another 19:35 mins AND COUNTING and still do not have an updated time for when the tech will be at my house. THIS COMPANY DOESNT EVEN DESERVE ONE STAR BUT GOOGLE DOESNT ALLOW YOU TO LEAVE ZERO STARS, BUT IF I COULD, I WOULD LEAVE ZERO START REVIEWS ON EVERY SINGLE PLATFORM POSSIBLE.

Had a terrible experience with them. Called and talked to a lady for a about a hr. She says it should be about 200$ to run the line. They get here and look over my property and the job and say it’s 800$ so I’m like okay That’s fine do they schedule me for Friday to do the job. They get here Friday and he tells me it’s about 2000$ and they can’t do it today. Don’t waste your time with this company.

I needed oil. I ordered it on a Saturday & they said it would be delivered the following Monday. I have 2 house & 2 tanks on my property. They didnt show up on Monday, so I called. They said he would be there on Tuesday now. They apperantly wanted to sell me a new oil tank, so on Tuesday the driver arrived early & just left .He didnt knock on the door or anything. I called about 10;30 to see if he was going to come, not knowing he had already run away. First they said it was to rusted to fill. I give it a diesel wash every year & the tank has been sitting that way since I bought the place in 2006, It also had over 1100 lbs of oil in it, when they refused to top it off.But thats not the worst of it, the driver left me without filling the other tank, which was the main tank I needed oil in & extremely low now, they sent a tech to inspect the tanks who was the one who said it was leaning now, after I told him I was a master plumber & I know that tank was fine. He took a picture of it, which I saw & it does lean, but its free standing & like I said it had 1100 lbs Of fuel in it & it was fine. that fact is, that My house could of froze & they didnt care. They wrote I was rude to them in their company notes, because I told the tech he was an !@#hole & demanded they send a truck back to fill the other tank. which they didnt that day. I had to get 10 gallons myself to protect it from running out.They are very irresponsible. They didnt even understand how they threatened my home from freezing. They would have seen a lot more then rude if my house had froze up. The driver never knocked on the door he just ran away. They wonder why they need new customers. They think they can just do anything to people without a care.

Wallace came out to perform routine maintenance on my boiler and AC unit. Jim, the technician was awesome. He was very informative and provided a level of details that I could understand. I would definitely recommend them and will use them going forward.Thanks for a job well done!

After having my heating system cleaned, the next day I found that i did not have heat in the house. Called Wallace and was put on a repair schedule. The repairman came 2 hours earlier than the minimum time. Turned out to be a bad part (valve) had been installed. Not the fault of the repair guy or Wallace. The swift service was great ! !

I thought I had a good deal when I agreed to a contract with Wallace for auto delivery. I was told my price was locked in and would never go higher but if oil prices dropped I would get the lower price. They also said they would do a free tune up on my boiler yearly but when the man came out, he actually just primed our pump/tank that holds the hot water and nothing else. I got an energy audit with HEAP and they confirmed my boiler hasnt been service in years and was operating at 65% so burning oil faster than if it had been tuned up. I just called another oil company and theyre charging 23 cents a gallon LESS than Wallace who promised me the best pricing. When my contract is up, Ill be moving on. They breach the contract by not doing the tuneup but if I dont accept more oil at the higher price IM the one in breach. I would never recommend this company. In my mind, they are deceitful.

I received outstanding service once I was able to speak with a service person. Dan, the service director I spoke with and Kevin his tech, showed up and not only solved the problem that impacted my furnace from working but replaced a part for my second furnace that was on order, had arrived and would have required another service call. They completed the work and left the site absolutely spotless. They were courteous, professional and meticulous in the work and checkout. We have heat, we are thoroughly satisfied.MN

I want to warn anyone considering Wallace Energy for propane delivery that they are a very greedy and underhanded company. We signed up for a year of deliveries and paid 2.99 a gallon for the first two deliveries. All the rest of the deliveries were billed at more than 4.40 a gallon. The last three at 4.49 a gallon. Sullivan county average propane price for the past year has always been less than $2.89. You can see the pricing at the NY State web site. When I called it to their attention they refused to take any action beyond reducing the next delivery.I posted a negative review on Yelp and called some of the other local propane suppliers. All were willing to lower prices and guarantee the price for a year.Wallace must have read the review, because they called me back and offered to give me credit for two of the delivery overcharges. I asked for a credit for all 4. After putting me on hold and discussing it, they offered to credit me for 3 of the 4 overcharges. I said that was unacceptable.If you catch a pickpocket, would you be satisfied with getting 3/4 of your money back? Evidently there is no protection from the state for this kind of criminal!I urge you to buy propane from other suppliers!!!

Representative talked me into a variable rate plan. Told me thats what she has always had and its worked out just great as far as the cost. So I went with that for the first time ever after being an oil customer for 28 years. Let me tell you every delivery was so much more expensive than if I stayed with a cap plan. She talked me into this variable plan and Wallace oil is not taking any ownership for it. I have called several times and asked to speak to management and I get nowhere. I was a customer with them before but this is totally disappointing! The other reviews on here that say that their pricing is so much higher than other companies is absolutely right! I check the newspaper and call other local companies when I get a delivery and everybody always has much lower prices. As far as the deliveries, whenever they deliver the prices are outrageous! I paid so much more then I should have. Extremely disappointed to say the least!

Just another big company. A few years ago my mother locked in her oil price for the YEAR around the $4 range. As the years went by she just forgot to get a new rate and Wallace didnt care to get a new rate ether. When my mother finally remembered to get a new rate many years after her original ONE YEAR contract they said no they wanted her to continue to pay in the $4 range when the current market valve was around the $1.60 range.... because of this she went to bottini where they work with their customers and don’t rip them off year over year. So my advice stay away for Wallace and go to a family run company rather than a company that was bought out by a major corporation like Wallace. ***update the response the company gave to my review was and is a complete lie, they never resolved the issue and offered no support to customer relations to help rebuild a relationship, so my star rating would drop further if I could ***

2017 We have the Service Plan, I recommend it. Any issues that we have incurred so far the great team has taken care of. A great crew with a wealth of knowledge4-4-19: I will update my review once the boiler issue is resolved5-7-19: issue still not resolved

Boiler went out overnight. House was freezing when I woke up. Called Wallace right away to arrange for someone to come out. It was a Saturday morning on a holiday weekend. They gave me a window of 6-11PM. I was hoping for better, but at least someone was coming. The repair guy actually arrived just before 2PM! He had the boiler fixed and running in about 5 minutes. Thank you!Wallace has been my oil delivery service for almost 8 years now and they do a great job.

Wallace Energy is fantastic! Im a first timer with oil heat and was getting nervous as the guage got closer to empty. I called over 4 oil companies and Wallace not only had the best prices out of all ( .40 cents a gallon cheaper), but had a technician come out that day. Whereas all the other companies couldnt get anyone out for days. They were so courteous and accommodating. One happy customer here!

Excellent customer service

Wallace Energy took the time to reach out to me and resolve my billing issue. Reggie was courteous and apologetic and made things right.

Ive been using Wallace Oil for my residential oil delivery needs since 2012. I also sign up for their annual service plan. The oil is delivered on schedule. The driver is courteous and professional. Some harsh winters he climbs over mountains of snow to reach the side of my house. The pricing is always competitive. As for the annual service plan I would never go without it. They include a thorough seasonal maintenance tune up. But the best part is you have peace of mind. The contract includes emergency service and labor and most parts. I have saved hundreds of dollars over the last 5 years compared to one offs with local independent HVAC service companies. The entire company culture is customer satisfaction comes first.

I needed emergency service for heating problem. They came on a Sunday night and fixed it quickly. What great service. Thank you.

Customer service being polite over the phone is meaningless if the company is going to treat you like dirt when things go wrong.I had two service contracts for two different locations... one for an oil furnace, the other for a natural gas boiler.During yearly tune-ups for two consecutive years, they failed to notice that the natural gas boiler was falling apart. Three months after the tune-up, the unit started setting off CO alarms in the house. I made a service call and they sent out a technician who diagnosed a gas valve being bad. Of course they couldnt repair it so I had to replace the entire unit, which they couldnt do because apparently they dont do that where I live.I immediately suspended automatic delivery of oil to my other location because I was a bit angry. They delivered me a few hundred gallons after I suspended automatic shipment.I wanted both service contracts canceled, but they refused to refund one of them even though there was no service or yearly maintenance charged to either.The important thing here is they had two professionals out over 6 months and the gas furnace was disintegrated, falling apart, and barely functional. They did not know and nobody warned us.I do not recommend their services at all. Very dangerous very unprofessional.

Great service! Would definitely recommend

New hone owner since April 2019; they’ve been great so far. Purchased gold service options for heating and cooling; 1st boiler tune up went well, they were very personable and took the time to answer new homeowner questions during their service.Had to call recently, had a hiccup with my boiler, they had someone out within the hour and problem was resolved quickly.Will update after first tank fill-up which should be soon, I’m at 1/4 tank.

Your technician Bruce was polite knowledgeable and fast at his job.

Every person I have dealt with at Wallace has been polite, professional and prompt. I cannot praise them highly enough! They have consistently gone beyond the initial reason for my various calls and been helpful in every instance.

Thanks for coming out. I sincerely appreciate your help and thefine gentleman who handled my furnace issues. Thank you very much.

Too funny, since moving back and caring for my elderly parents, I have yet to talk to a neighbor that has anything good to say about WALLACE,so its no wonder that I see only 2 stars showing overall !!!!My fixed income parents are on the HEAP program, and WALLACE could not wait til HEAP went into effect, so they charged my parents a $6.47 late fee.And now my parents want to find another supplier and are worried that they will be charged a fee for leaving . I will have to wait to see what happens. Even if they credit the $ 6.47, I think they still might leave.Waiting to hear back from them, and have been told, Good Luck .

PLEASE READ THIS IF YOU ARE A CUSTOMER OR PLANNING TO JOIN WITH WALLACE: Wallace Oil will give you a pretty decent introductory rate for a year or 2, after that as a loyal customer they will charge one of the highest oil delivery rates in New York State and they will give you the runaround about how they are full service, and a bunch of other nonsense they feed to every customer who makes this complaint. When you call another company (call a COD Oil company) you will find there price is anywhere from 70 cents to 1.00 cheaper per gallon than Wallace. And that price is not introductory, the COD companies keep you at the lowest price possible for the life of you being a customer. I just received my first oil delivery on NOV 15th and my COD company charged me 2.85, my co worker who has WALLACE got his oil delivered and Wallace charged him $3.55 and he has the ceiling plan so Wallace charged him the max price and had the audacity to to tell him if he did not have the ceiling plan they would have charged him 3.70. I would give less than 1 star if I could, do not join this company, they need to learn that what they are doing is not OK.

Have been a customer for many years and the service is outstanding. Bought the service plan and typically do not pay anything for repairs. The service reps come when they say, work quickly and efficiently and save a lot of stress by doing so. Have had them here at 2am and fixed serious problem and saved a lot of damage. Great company with great service.

Wallace service was here with in one hour, very knowledgeable man fix our problem. Always get fast, reliable service.

I was concerned about a small leak around the gasket on the furnace and called up to report it and there was a service man here within the hour to take down the info to order a new one.Great service.Thank You.

I signed up for their yearly service plan and have had great service. My boiler was shutting down and we had no heat. It took a couple times to figure out the issue, but they never charged me for any of the parts or the service calls. Their billing system could be a little better, but very happy for the past 2 years.

Cancelling my service after two delivery issues. Automatic delivery seems to be an easy way for this company to make money. First delivery 150 gallons ~$450. 14 days later, another 150 gallons. The price of fuel went up so this deliver cost me more like $490. 14 days between the first two deliveries - almost $1000. No call before the second delivery. I called to ask them to call me before any future deliveries and they have called now 3 times. I declined two and allowed the delivery on the third call today. I called before the delivery to specifically ask for the minimum amount of 150 gallons. They delivered 180.8 gallons. This may not sound like a lot, but at the prices today, that totals ~$560. They offered a $50 dollar credit for their error so I guess thats good. Turns out the tank is full so they actually filled the tank without permission. Cant get another drop in the tank.Feeling like they dont really care about my actual needs and just fill-at-will.Watch out for the auto delivery from this company.

The response to my no heat issue was very quick. It was on a Sunday, no less. I thought I was out of oil but the problem was with the furnace. The repairman did a quick fix so that the heat was working. My reason for 4 stars instead of 5 is that I was told I would get a call to arrange a proper repair for the problem. As of now, 3 days later, still no call. Otherwise, they were great!

Their quote-unquote technician came to do the annual cleaning and tune-up of our boiler. When he arrived everything was working fine. When he left he was unable to light the boiler off and he had spilled heating oil down the hallway and down our front steps. Our boiler was clean but our heating system was down.He never suspected his own work was the problem why he was not able to prime the system and fire the boiler off. It turns out he never tightened the disconnect on the fuel line where it attaches to the burner.

The service is good enough. Nothing to complain about.

Im looking for a new company. Any recommendations? I have had Wallace for years for both oil and propane. Their customer service is not as it once was. I do not like that I cannot call and talk with the local Middletown office directly. (Thinking theyve been bought by a bigger company and calls are directed to New Jersey.)So, on Friday, September 27, I received a call from Wallace on my mobile phone to set up a service call to move my tank as I had requested. Perfect, I was off on Tuesday so the appointment was made within the time frame of 12-3. No show. At 4 I called and ask to speak to the local office but Maria said she could look into it and did not transfer me. She got back on the line and said the appointment was for the 8th not the 1st. I questioned. She put me on hold again and then got back to tell me that the technician was running behind and would be there between 5:30-6:30. At 7:00 and dark I called back and spoke with Thomas. He confirmed that the appointment was for the 8th. I could not believe that I had wasted a full afternoon and evening waiting, having to cancel another appointment and errands, because of a scheduling error. I dont understand this lack of communication. Beyond frustration and close to tears I told Thomas I would be looking for a new company. He had said he would look into it but a week later I have no messages.

Do not do business with this company. Wallace Energy hides behind the guise of being a full-service company, when much of their service is plugging numbers into an algorithm managed by a computer, and up-charging your price per gallon on delivery to your oil tank. Do not be fooled by the various plans they offer (Variable, Ceiling, etc.). In almost every instance they will take advantage of you and not charge a fair price when compared to other COD companies, who will offer oil delivery at a much lower price. (Wallace will generally charge 70 cents to a dollar more compared to other competitive companies) When first signing up, Wallace will offer you a very low introductory price, and when you re-up your contract, you will NEVER see that price again. When you call up Wallace, most customer service experiences take 45 minutes to an hour, with each representative describing how being a full-service company allows them to charge a higher price in order to run their business. Because of their automatic delivery and SmartPlan budget, Wallace can charge whatever price they want, if you are not diligent. Do not be fooled by their promises of full service when in reality, just a little monitoring of your oil tank on your own is essentially the full service they are describing.

Having a stove hooked up today scheduled for 8-12.... it’s 1:33... Sara was supposed to call back since about 11am this morning still no call back. Been on hold, someone picks up and immediately hangs up. 3 messages to Sara and Wendy so far not one call back yet they’ve “reached out to dispatch 2 times”. Still nothing. Worst customer service and biggest waste of my time ever.

Just bought a home and the burner needed service. Called Wallace and was told that they only service burners if the deliver the oil. Tank was full when i bought the home and dont need fuel at this time, I needed service. Not a good way to attract new clients.

Excellent service, you responded with fast and curious service. I would gladly recommend Wallace to anyone. Keep up the great work.

Great company and team they help us many times and they are very dedicated to their customers thank you Wallace

Very unorganized, apparently they have no communication with their own drivers which deliver their oil. According to the rude lady I spoke with this morningthere is no actual way of knowing when or if an oil delivery will be delivered on time. Currently have a house full of people with the flu including a one-year-old baby they have charged my account a week ago and my oil still has not been delivered.tried calling the emergency number for oil delivery last night but they would not help me so I resorted going to the gas station and 1 in the morning to purchase diesel fuel. I would not recommend using this company due to the fact that they clearly do not care about their customers

If I could leave a big fat 0 right now thats exactly what Wallace Energy would deserve and receive. My mother has been a customer for many years and is on automatic delivery. The driver couldnt leave oil on Monday (today is Saturday) because of a problem with the whistle. I get that. No one bothered fixing the whistle issue and after speaking almost every day with the lovely ladies that answer the phones (they really are very nice), I was promised (by 3 people) that Mom would have a delivery of 100 gallons of heating oil today. Once again Wallace failed to deliver. My parents are 88 & 94 and need the heat/hot water. I am disappointed and utterly disgusted that a company would treat their long-standing customers in this fashion and fail to deliver their product as promised. My family has been a customer since before Wallace purchased the business from the Petruno family; they never would have allowed this to happen.

What a horrible company. Had a a ceiling plan with them and they delivered in the middle of August. Oil prices were plummeting and they charged me my ceiling price of 3.99, they also refused to disclose the market price of the day. After reporting them to the BBQ they said the price if the day was 4.29. Bull! My contract expired today Nov. 1 and I received a letter telling me if I have trouble paying my bill a third party company would be notified. Uh what bill? I owed them nothing. I called to make sure I didnt have a contract anymore and the lovely customer service rep (not) told me I would still receive auto delivery...uh what? How the hell much would they charge me then? I told her to remove my account and I got an attitude. As soon as I explained why I wasnt happy she said on your account has as stop on it and hung up.

Super unhappy with the way they do business. Purchased Hvac system for $12+K. System is not functioning over 6 months now . Had to encounter service manager who needs to learn about customer service; waiting for a part 2 weeks now, they scheduled a 930appointment, I followed up at 10 to be told they were coming at 11 and then I followed up again at 1140 to be told they would come at 1230. Very poor communication on their end. I hope that in addition to resolving this issue which apparently is a manufacturing issue, they do the right thing and offer some sort of compensation for the last 6 months of paying for somethingi couldnt use, my sky high electricity bill due to systems failure and an extended warranty in case I have to deal with this again. Of course the inconvenience and temperature issues faced especially since I was relying on this for my newborn in December is immeasurable. To say Im dissatisfied and disappointed is an understatement.

Absolute CROOKS!!! Do NOT do any budget plan with them. They come at you every year for additional money but can not supply you with how many gallons they based it off of or the dollar amount that they priced you at to base the budget off of. I was charged $800 more after the warmest winter on record. They then upped my monthly payment so I wouldnt have to pay the following year. I was then issued a bill for an addition $500 the following year. I had 2 fewer people living in my house from the previous year and I started heating with electric as a primary heat source. Again, they could not tell me how many gallons or a price at which my budget was based off of. I had them pick up the tanks and end service with them, only to continually be charged every month for an additional 8 months. Phone call after phone call did not resolve them removing money from my account. Dishonest crooks!! Plain and simple.Update 10/24: They inability for Wallace Oils staff to do as they say or correct issues continues. They continued to pull money out of my account the following month for the account and services that were canceled 8 months prior. Im now being sent to collections because I had to place a stop payment order on my end of things because they couldnt correct it on their end. Sending me to collections for a closed account that I was reimbursed for because of the propane I had remaining in the tanks and I was in good standings!! ABSOLUTE CROOKS!!!

Propane tank can with the house when we moved in. Called and spoke to someone about removing the tank and was told no problem. The day came and went when they were supposed to come and take the tank no one called and no one came. Called the following day to find out they had rescheduled with out calling or emailing me. That was Dec 15. It is now Jan 2 and still no word from them. Have left many emails no reply and voice mails with no reply. Glad I did not go with their service.

Really should have an emergency service number with no wait time.

Very responsive staff and good work. Thank you.

Sent Inspector to our property with no appointment. The gentleman felt horrible to even show up and ring our bell. They have terrible corperpate policies which are unfair to their employees There are def much better vendors available nearby. We do not believe Wallace values their Employees, Customers or their Community.

Always on time, the service is impeccable...zero complaints.

Thank you Wallace Oil. We had a life-threatening emergency and Wallace Oil, sent a technician out along with recommendations for another crew to fix the cause of the emergency.

I was lied to about my service options, and the customer service representative said we did nothing wrong. I was on hold for 7 minutes so they can “look at my account” and then they asked if they could call back to look into the account further. Then someone else called me back to tell me there’s nothing they can do and everything I was told upon setting up my service two months ago was a lie. Please find another service to save you from all of this unnecessary work I now have to do.

HORRENDOUS. Seriously go ANYWHERE else. I pay monthly for regular delivery. Well guess what its Jan 9. The weather in NY has been record lows and they havent delivered since 11/20 apparently and let my oil run out!! Im trying to call the office but they took the phone off the hook so they are ABSOLUTE criminals. This is my 3rd problem with them and will be the LAST!

I am disgusted with the poor customer service and lack of regard received from Wallace customer service. We have been having the same issue with our heating system since last winter and about two weeks ago a service tech came to our hometown inspect our heating system and he told us that everything was good with it. A few days later, the same issues we had last winter began again- the heat was not working. Another tech came out last Wednesday but was unable to resolve the issue stating someone would be out on Thursday to address the issue. Today is Sunday and still, no one has come to address the issue in our home. The “on call” supervisor has not been responsive to the emails sent to her. There’s no heat in our home and Wallace energy has done nothing but given run arounds. I do not recommend doing business with them.

To be fair this one star review has been a long time coming. It started when I first became a customer. The place Im renting was out of oil, so Wallace came and did their inspection, good on them. However, when it took a week to get oil, after being told Ill get it the day after the inspection, I was not pleased. The only saving grace was that it was still summer, so I simply had no hot water and didnt need the heat. The second strike was when my propane tank was stolen. In all actuality a Wallace driver stuck a Wallace sticker on a Blue Flame tank, Blue Flame simply reclaimed their property. However, when I spoke to the gentlemen with customer service he said I needed to call the police and file a claim, all of which is not true. How long did it take to get a new propane tank, so I could cook, two days. Again not pleased. And during all of this I received numerous solicitation calls asking to buy a security system. And I every time I ask them to please stop calling me about security systems. Todays incident is just the final one where the dude just couldnt abide anymore. So please dont think this poor rating is simply because one lazy driver couldnt be bothered to place my bill at my door. This review is based on my two years as a customer with this company. The level of service is atrocious. If youre looking for just an oil company keep looking. If youre looking for a home security/furnace repairman/oil delivery service, then youve come to the right place. Just dont be surprised when a company that spreads themselves over many areas cant actually deliver good service on any.

I have been with Wallace for more than 25 years and have never had a problem with their service.

I had a bad experience with a staff member during an emergency. One of the managers personally took care of my situation for me. Will remain a loyal customer.

If I could give negative stars I would. They let us completely run out of oil, this is January mind you. Their phone lines were down for four days! So we got our tank filled from another (way better) company. Less than a week after we got the tank filled from the other company Wallace supposedly delivers us 42 gallons and an insane price. Totally unnecessary and this is after they were unreachable for four days. Beyond frustrated and 100% taking my business elsewhere. If you have any other options I suggest you use them, these people are not worth dealing with.

They dont even deserve 1 star! The service is awful! They filled up the wrong tank on a Thursday and wouldnt come fill the correct one to correct their mistake! Said they will come on Saturday or Monday, Monday came and we called they said we were on the schedule they then called back saying they will be there Tuesday! We were below 10% its January and we have a baby in the house! Needless to say we told them to come pick up the tanks!

One old heater, and one great service tech by the name of Marty who knew what he was doing, got everything taken care of. Thank you!

Please this companie is no serious with cuatomer at all they sold me a service plan and sent people that dont know what they doing also sent a oil fill with out knowing. I trying to talk to somebody again i dont wanna pay they until they do something.😤

Now that the Middletown office is open again I will be able to make my payments on time. While paying my invoice and talking to the staff I found out that there is a service I didnt know about and it will help clean out my tank and cut down on service calls.

I have been with Wallace for several years and never really had a problem with their oil heating service other than that it seemed they kept ensuring their scheduled deliveries coincided with an upswing in oil prices. I am on their scheduled delivery and service plans for both heating and A/C. So, this spring (end of April), I turned my central air back on and it did not cool the air. I called Wallace as an early heatwave had hit and my wife is older and at home so I wanted to avoid exposing her to prolonged high temperatures, something I made clear to Wallace. They scheduled a technician to arrive the next day between 3 and 5 PM. By 6 PM the following day, there was no technician at my house so I called Wallace. They stated that all the techs had been called to an emergency and my tech would arrive later, between 7 and 9 PM, They never called to let us know of the delay, a simple thing to ensure we were not waiting and wondering. By 9 PM still no service tech so I called again, I was informed that the tech would not arrive at all as it was now dark and the techs cannot work in the dark. Again, no courtesy call. Also, Wallace informed me they would move my already late appointment out two days, so as to not delay other customers. I argued that I had already been inconvenienced enough with multiple no-shows in one day and no phone calls, so perhaps they could shuffle appointments and get a tech to me in the morning. It was 89 degrees F. in the house at 9 PM. They insisted they could not give me an appointment. Two days later (Friday evening) a tech showed up. Just as the heat was letting up. He could not repair my A/C because the part that had failed, the fan motor, was not a part he had with him. He collected what information he could from the faded label and ensured me they would order a new fan motor and I would hear from Wallace the by following Tuesday for, at the very minimum, a status update. A week passed (it was cool and beautiful so I was not thinking about the A/C daily) and I did not hear from Wallace. I called on the next Monday afternoon after the missed Tuesday update and was informed that they would have to email the service center because there was no one there to answer a phone. I was promised a call back the following morning. Well, here I am, the following afternoon, no call back again. I had to call, just to find out the purchasing department had not ordered the missing parts because they did not have enough information but no tech had, during the more than a week that had passed, provided the missing information and no one had called me. This is utterly unacceptable! It is now hot again and I have still no Air conditioning in my house despite having pre-paid for a service contract!!! No one ever calls the customer with updates or to follow up and now the departments are not communicating internally. I will never recommend Wallace Oil to anyone in Orange County NY, ever. I am done with their service and I will find another service provider that has functioning internal processes and who cares enough about their customers to give them a phone call. Had I not already paid for a years service contract, I would have told them to not come back and called someone else but as it is, I am not going to lose my money as well as my mind over Wallaces abysmal service. They will fix my A/C, come hell or high water! and then I will not spend another cent with them because at this point I do not see how they can make good on the broken service promises they made me when I signed up for the A/C service contract. Everyone has been perfectly polite and apologetic but at this point that doesnt really matter. Empty words do not a relationship fix.Uodate: After my last stern phone call, they sent a non A/C guy at 8pm and to take a picture of the A/C unit label that the previous tech had determined was too faded to read (he was right). A waste of everyones time.

Technition came to my home and gave me a false diagnostics ...Told me it would cost me over 2k to fix issue ... I ended up fixing the issue myself for $80 bucks. They charged me a service fee just to come over and lie to my face and try and get 2k out of me.

When I signed up for an account for house we were renting they couldnt have been friendlier. My interactions since then have not been as great. The few women I have dealt with on the phone are matter of fact, rude, and should definitely not work in customer service. The contractors who have been out for service have always been nice, which is why I will give them two stars. However, the service is always mis-billed between my landlord/myself despite being patient with them and explaining the service cost situation and whenever I need to call them, they are rude and unwelcoming. I would try Heritage or something else.Addition: I would like to post that Katie on the service team followed up from our feedback and personally apologized for the issues that my husband and I have experienced with our billing and assured us of some changes in the billing structure and some customer service training that will hopefully improve the accuracy and level of service. I have edited my review to three stars, because I find it very commendable that she and the company cared enough to call and follow up/offer ways to improve our service going forward.

Trying to have my tanks moved for 2 weeks now. 1st issue is that they could not find the work order, now its crunch time with a major project with cement being poured and driveway being blacktopped. Needed the tanks removed by Friday for a Saturday morning start on the project. We have been calling all week to have this scheduled. Finally I was told that someone would be here at 8am Saturday morning, at 8am the cement truck and 4 workers were here...no Wallace, we paid the workers and the cement driver to wait 1/2 hour for Wallace before starting the work. Still no Wallace! To say that I lost money today because of Wallace would be an understatement. Its now 9:16 and still no Wallace!

People where very rude on the phone, spoke to a woman name Cassandra who was very unprofessional and was after my money and credit and telling me if I didn’t sign up for automatic deliveries there was 75 doller fee after she told me there was a dispatcher right where I’m at, I wouldn’t recommend this company to anyone, don’t even bother calling

Wallace Oil Co. has excellent service and customer service.

My experience has even very good.Thanks

I would go ANYWHERE else. I am a propane customer for almost ten years. Have been run out of propane EVERY year. Always some excuse. Then they call and apologize, give me $$$ off bill and I stay. No more. Cant do it to myself

This Company sucks Ive been fighting with them for three months they charge way too much and they cant tell me why is it that my bill is so high stay away from them also lie to cover their business.

Ever since I started using them, It’s been a hassle and paying a bill is a joke. The people there is not on the same page and is not professional at all.

Prompt, friendly, very attentive service.

We just purchased our property and we had no oil. we called wallace and we had a technician come and provide us with a limited amount of oil and then the same day we received our full. the service was excellent, he inspected our thermostats and made recommendations. Thank you Wallace!

Just dropped this company from ever delivering to my home selling home heating fuel at 3.44 a gallon when other companies are at the 2.60 ish range cheapest I seen was 2.49 .95 more, even the gas station where cheaper with diesel at 2.85 also put in a complaint with NYS consumer protection

Very good service.

Excellent service !

Zone value installed upside down called and was told they will not fix it because I dropped there service. Work done 5/31/16 they dont stand behind their work

Great service and experience provider

Very professional,show up on time and finished the job right.I’m very please, thanks .

Outstanding customer service

I initially had a bit of an issue with the credit dept. However they took care of it immediately and remained professional.

Horrible company. Dont buy oil for them.

This company sucks was a customer for 3year never again would I used them again

If I could give it zero I would !!! Worst company ever to have !!! They state that they will put you on automatic delivery but u run out of fuel not once but twice . Then when u dont need it they come and fill it tanks !! WORST COMPANY EVER !!!!!!!!!

Horrible prices!