Carroll Home Services

I joined an automatic delivery plan for this year with a price ceiling of $5.469/gallon. A delivery was made last week at this price ceiling despite the price of gas and diesel being <$4.00/gallon. I confirmed current prices with some of Carroll's competitors and the price per gallon ranges from $4.09 to $4.30 yet Carroll is indicating their current price is above $6.00 per gallon. I am incredibly dissatisfied with this company. This is blatant price gouging and entirely unacceptable given the current oil and gas market. As a customer who has been loyal to this company, I am appalled that they are more than 20% higher than competitors.

Sent technicians out 3 times to fix. All 3 times hours late, no phone calls, unit still not fixed, no answer from them on what they plan to do or when to correct problem. Out of heat now for a week and am shopping for another contractor to fix unit. If I could give rating less than 1 I would

Nevermind cancelling a contract with them! They'll show up at your house and leave you a bill without contacting you first in any way and fill your tank and then act surprised when you call asking questions. Do yourself a favor and cancel now. Still need oil, find it cheaper elsewhere because their prices are way overpriced too!

Muhammad tech 179 was very professional and he worked for over an hour. He cleaned up after himself and took away all the rusted vent pipe.He replaced vent and had to take the whole vent apart because it was corroded. He said he thought that the chimney liner had not been connected to the vent. I will still have to get a chimney company to come out and inspect the chimney. He even gave me the name of a chimney company that Carroll Independent regularly refers people to. I was worried about safety and water coming into my basement. I do not feel so worried now and the cost was only $158.

Specifically, MUHAMMED was the reason it went well. The office staff could not help with anything...I asked the person who answered the phone to perhaps suggest items I should check to make sure something simple did not resolve the issue. The gentleman said they could not provide anything to avoid legal liability. So while the repairman (Muhammed) was en route, I checked circuit breakers, anythnig blocking condenser, appearance of water inside, working thermostadt. Nothing was a problem. Muhammed identified a dysfunctional water pump that was not removing condensation from the interior unit so it was shutting it off -- then checked and found some other things required tweaking/flushing...and got it back to working order. He was polite, thorough, professional...a great experience because of Muhammed's knowledge. I did not incur a cost for this visit as it was under contract

Milady, from their Baltimore location supplied me an extremely competent exchange and excellent service. I am overly aware that the success of my customer service interaction is dependent on my attitude and ability to conduct myself professionally. Being so, I am aware of the delicate line between supplying great service and receiving great service. A customer's understanding and interpretation of this service must not conform to the antiquated view that “the customer is always right.” Being aware of this commerce dynamic I take every necessary step to assure my customer service experience is proficient in leaving me less room for misunderstanding or misinterpretation. Thus, it is rare for me to end a call without leaving my customer service personnel in a pleasant mood so to help them continue to supply the next customer their best service. We must do our part as customers. I highly recommend Carrol Home Services.

Very well. Dan, Tech # 171, was very skilled and meticulous in performing the work on my heating system, and it is now working perfectly. In addition Dan is a very pleasant person, and I was comfortable having him in my home. I highly recommend Carroll Home Services and especially Dan!

Nate Gobbel arrived and spent time diagnosing the problem in a sweltering attic (140 degrees). Besides the fact that he correctly diagnosed and repaired the problem, I was so very impressed with his professionalism and kind, pleasant attitude. He worked for hours in difficult conditions with a smile and without complaint. His determination in fixing the issue was amazing. I have always had good service with Carroll, but Nate Gobbel has surpassed all other techs. I will request him should the need arise.

Work was performed by Dan Marshall, who has decades of experience and his work is excellent. I have had Carroll Home Services do plumbing work at our house several times over the past 3 years. In every case, they resolve the issue promptly and properly.

They did a good job and were on time. They were very efficient and professional. I would use them again.

Performed a standard inspection and assessment of furnace and heat pump.

I have a warranty with them. It was fine they came when they said they were coming.

They have great people with great personalities. They make me feel valued.

Great job service outstanding

They were all great. 



Clean.

The technicians are very nice and professional.



It was a team of two came to install.

Not well. Here is the complete story: I’ve been a loyal customer of Carroll Fuel for 20 years having had them install new water heater, new oil tanks and furnace burner, but I’ve unfortunately watched and experienced their steady decline into incompetence and ineptitude, with no consideration for loyal customers. Now if I need a service call, they actually lie incessantly about when a technician or even when an oil delivery will be coming. The most recent incident has caused me to sever my ties with this unfortunate company. On a Friday morning at 6 am I noticed the furnace was not working. I called Carroll and the answering service said the “computer was down” but they would get it up and running in an hour and call me back. After 8 am I hadn’t heard so called them. They had no record from the night answering call, but put me on the repair list, saying a technician would be out “in the afternoon.” When I asked approximately when, and where in the queue I was, the office said they had no knowledge about that and had no knowledge of the technician schedules. Really? When I called back at 5pm, since no tech had come or called ”in the afternoon” the office said that I was still “on the list” and a technician would definitely be out “in the evening.” They also said not to worry, that they worked 24/7. I called at 9 pm, and now an answering service said I was still “on the list.” At 10 pm a technician called and said it was too late for service, and that someone would be out “in the morning.” When I asked when, he said between 7 and 10 am. When I asked where I was in the queue he said he had no idea. They finally came at noon! And if this story with technical service isn’t bad enough, the problem was that we had run out of oil. We are on an “automatic” delivery plan, but Carroll has gotten so cheap that they try to reduce delivery costs by waiting till they think you have one more day of oil, and only then will they deliver. We’ve run out of oil on several occasions because of this customer-unfriendly policy. So we’ve now appropriately dumped Carroll Fuel, and anybody thinking of doing business with them should think twice. This is what happens when a good company is bought out by a holding company with not the slightest interest in customer service. I note that they now also do plumbing, but the only thing I’d trust them to do in that arena is to flush the contract down the toilet.

Worst part, when I sold the house and needed them to verify their work for the buyer, they did not complete the job as requested and I needed to hire another HVAC company. This terrible company who I have been a loyal customer of many years, sent me to COLLECTIONS for the ~$90 bill. Here is my Better Business Bureau case number. BBB CASE#: 36128110

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Great. I had one of their competitors come and give me an estimate before them and was told it would be $2500 to fix the problem with our unit. These other guys seemed shady so I did some research and came across this fine, excellent and HONEST company. These guys came out the following and day and the repair needed was $300. Honesty goes a long way. Carroll home services will receive all of my future business and referrals, thanks to their honest business practices. I recommend 100%.

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They do a good job. I've used them since 2011 and don't have anything to complain about.

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