Polsinello Fuels, Inc.

I purchased a gas boiler from Polsinello roughly five years ago. It's worked fine until this winter, when it's developed an intermittent problem with the ignition after it's been off for a little while. I called Polsinello and they sent out someone to look at it. He was competent and diagnosed the problem to the motor on the fan feeding air into the boiler, said that it had been set at too high an RPM by the installer (also Polsinello) and had begun to vibrate and fail. Said he would get me a quote on replacing it, and that it should be covered by warranty. That was a month ago. Since then I've twice called the company and was told they'd look into it and get back to me. I haven't heard anything. I'd like to get the motor replaced before it fails completely and would prefer not to have to engage another firm and pay for a service call.

I purchased a new top of the line furnace 5 1/2 years ago from Polsinello. The heat exchange (which is covered under warranty) needs to be replaced. I called them for help (we are gong into winter season and I live in northeast), they can not even get someone out to look at it until sometime in November. Then they said they would have to order part and wait for it to come in and then schedule a repair. They expect me to have no heat for over a month. DO NOT BUY FROM POLSINELLO, they do not care about customers once they get their money from you.

TL;DR: Called on a Monday and my oil tanks were full with (reasonably priced) heating oil by the time I got home from work the next day. Wife and I bought our house in May. I kept putting off setting up an account with a fuel company and like a dummy waited until it was already cold and oil prices had been going up for a few months. When I checked the level of our tanks (twin 250's) and saw they were both below 1/4-full, I went into hardcore research mode. I wanted one company who could take care of all our fuel needs: heating oil, boiler service, HVAC installs/service, and propane delivery. That narrowed my search down to Polsinello and three other companies- two local and one regional. I called all four, and Polsinello was the only one to call me back within a week. Just about the easiest way to ensure I don't do business with you is to not call me back. Anyway, after that easy choice was made, I called them back the next Monday to set up an oil delivery. They came out the next day, filled the tanks, left no mess, and if it weren't for their envelope on our door, I never would have known they were there. Polsinello: the fuel ninjas. That's what I'm talkin about.

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It was covered under the contract. It works very good with me.

It is part of my service contract so there is no cost. I have been with them for a long time. They are very good. They are responsive. I have not had any problems, but I have an older furnace and they kept it up. I am probably getting a long life span out of my furnace that I probably should not get. They are very professional. They are good people and they are very good at being honest with you. It is not like they are trying to sell you stuff all the time.

They did an excellent job! Would hire again!

Very knowledgeable and honest.

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Technician arrived promptly and in approximately 15 minutes identified the issue and gave me good advice on how to proceed. The technician was fine.
My issue is with the invoice cost of $ 158 for approximately 15 minutes of "diagnosis" as the technician did NOT fix anything.....he just identified the problem.....This basically converts to $ 10 a minute.....way too much.
I called to complain and was told someone would get back to me.....no return call yet. I have been a pre-paid oil delivery customer for many years and with this situation I plan to close my account and find a new delivery source. There are numerous vendors in the area and I hope to find one that treats good customers better.

10/6/15 update - finally received a call back about a week ago.  A part went on the third burner, which they replaced.  This happened on the second burner also - a part went, then it eventually shut off on a regular basis once it got really cold out.  They want to install a fourth burner, this time a different model.  I asked Ed Brown about installing a different model last January, but he insisted on putting in the smaller Riello.  No one can explain what the problem is, or how they think it can be fixed.  They are clearly just guessing, and at my inconvenience.  At this point, I just want my money back.  I tried to negotiate an agreement where they can try this other burner and, if it doesn't work right, they will agree to give me a full refund.  No surprise, Ed hasn't given me an answer, and keeps telling me he will call me later and then doesn't call when he says he will.  I'm about to contact the BBB or the Advocate.  I cannot deal with this company any more.

9/23/15 update - The new (third) burner shut off again today, about 8 months after installation!  Ed Brown called me a few days after my review was posted (now I see what gets Polsinello's attention), but I was on vacation.  I left him a message last week, and he has not responded.  I left him another message this morning.  I truly believe that Polsinello made a mistake in the conversion and either has no idea what they did, or refuses to admit it.

Orig. review: This was, by far, the worst experience I have ever had with any company.  I contracted with Polsinello in October 2013 to convert my oil heat/hot water system to natural gas.  They sent one of their employees over to look at my house, and recommend the necessary products to convert.  They gave me an estimate of approx. $2700 to install a gas burner and do the associated work.  I agreed.  Shortly after this (but before the conversion), my burner stopped working.  I called Polsinello, and they told me it just needed a new thermostat.  Unfortunately they would have to order the part, and said they could order it that day, and would be in the next day.  My 4-year old son was scheduled to have major dental work done that day, but I asked them to go ahead and get the part because I really needed to have the heat and hot water on for him.  They didn't order the part until the following day, so my son and I wound up staying at a friends so we would have heat and hot water.  The part that arrived was the wrong part, but could be installed.  They installed the part, I paid them for the repair, and they ordered the right part.  When it came in, I agreed to wait to install it until they came to do the conversion, because the system was working.
They installed the first gas burner and the new thermostat on Friday December 18, 2013.  The burner shut off the first night while we were asleep, and we woke to a 50 degree house (outside temp was about 8 degrees).  I called Polsinello, and, after several attempts, talked to Lee Albanese.  Because it was a weekend, and they would not make any efforts to send someone sooner, a tech did not come to my house until around 5pm.  He looked at the burner, pressed the reset button, it restarted, and he left.  As a new homeowner, I didn't know how to reset a gas burner, and Lee didn't suggest I try when I talked to him in the morning.  All seemed well for a couple of weeks, but then the burner shut off again. This time I reset it, but it had shut off when I was at work, so the house temp had dropped into the 50's.  Polsinello sent another tech, who couldn't figure out what was wrong.  The burner continued to shut off more frequently over the following month, and each time I called Polsinello just sent a tech, who couldn't find a problem.  Eventually it was shutting off almost every other day, and I was missing a lot of time from work.  
During this time Polsinello had tried to charge me again for the correct thermostat.  They did correct my bill for that item when I brought it up.  They had put through the final installment of my payment on credit card, and I disputed the charge, because I did not want to pay full price for them to ruin my heating system (which had worked fine on oil).  I insisted that they needed to install a new burner.  They made me wait through another week or two of intermittent heat, and a visit from the Riello tech (who also couldn't figure out the problem), before installing a new burner.  The second burner worked fine, for a while.  During that time, I tried to negotiate a satisfactory discount with Lee, who would only offer me their standard customer courtesy discount of $300.  He discussed it with Matt Polsinello, who also would only offer the $300.  Lee took a long time to return each call, and Polsinello put a lien on my house for the balance while we were "negotiating."  
Then, in July 2014, the second burner shut off and wouldn't restart.  Lee refused to send a tech to fix it unless I paid the remaining  balance in full (which included the $300 discount).  After several days of no hot water, I gave in and agreed to pay.  They did agree to include a one-year service plan to keep an eye on the burner.  Lee insisted that I have a check in hand when the tech arrived, and I had a very uncomfortable interaction with the tech.  The tech said the igniter had to be replaced, and they would have to order the part.  So, after a couple more days with no hot water, they got the part and installed it.
The burner worked until December 2014, when it began shutting off again.  It would restart, but continued to shut off.  After several more visits from Polsinello techs and visit from a Riello tech, where neither could find problem with the burner, they suggested installing a new ground wire, and checking the gas pressure (which had been done the year before and was fine).   They installed the new ground wire, but the burner continued to shut off.  They spoke to someone at Riello who said that the flame rods in their burners sometimes have to be replaced every year.  During December 2014, I was dealing with Ed Brown, who was more accommodating than Lee, but almost never returned my calls.  He said he would personally come out to my house to check things out.  He never did.  Polsinello decided to install a third, smaller, burner rather than just replace the flame rods (I asked about this, and no one could really explain it).  The third burner was installed on January 23, 2015.  During one of my phone calls with  Ed in January or February  I asked about including an extended service plan or some other courtesy for all of the inconvenience, and about removing the lien from my house.  He said he would look into everything and get back to me.  I decided to wait to call him, and see how long it would take for him to get back to me.  It is now August 2015, and I have not heard from Polsinello.  The third burner is working, but I am dreading this winter  since I expect it to begin shutting off again (and the one-year service plan has expired) and do not want to deal with Polsinello ever again.  
I will say that all but one of the techs that Polsinello sent to my home were very nice (which is good since I got to see them so often!), but the way the company has handled my case is beyond unprofessional.

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Installers on time. Did the installation on a timely manner, and cleaned the area. Very polite and clean.

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My utility bills are higher than they ever have been. I emailed salesman and he said he would look into if I sent him 2 months of my utility bills.  I sent the bills and then nothing. I sent another email and still nothing. I do not even know if they gave me what I paid for and not sure how I go about finding out if no one gets back to me or talks to me. Doesn't seem to be a manager to talk to or that even cares as no one has replies on here explaining poor performance.  Will try sending another email but I shouldn't have to keep trying to contact them. They should be interested in helping me out. They almost gave me the wrong thermostat until I brought out my contract to show them I ordered a programmable thermostat.  Now I am wondering if the wrong furnace wasn't installed too.  Wish I had gone somewhere else where employees seem to care.

I called my credit card company for a dispute, they have until 2/7/2015 to provide proof of evidence that I used their service. They have not, because they have none.
They having been sending me bills with comments that if I do not pay, they will send  to collection agency, ect.
I will yet to see, how they have a case.

They have been very reliable. The interactions are very friendly and hospitable. The quality of fuel is excellent.

There were two people who worked on the whole project and there was one person going back and forth with materials. I had about a week's worth of problems afterwards and they sent out someone to handle this situation. There were some things they didn't do the right way. I had a couple problems where the condensing boiler didn't turn on, the hot water wasn't getting hot unless the heat was one, as well as some extra things in the piping that shouldn't have been there, causing things to not trigger properly. The on-calls workers stayed through the weekend to fix it. Since they corrected the problems, I am extremely satisfied with the work. I'm really impressed that they stayed to fix the problems. They cleaned up all their messes, explained everything, took care of everything they were supposed to, and they were quick to respond to all of my requests.

It went quite well. The technicians were quite well-informed and experienced. Had some problems getting the appointment nailed down, and the manufacturer shipped the wrong boiler, but Polsinello took care of everything. Tried Legenbauer a year earlier and he couldn't be bothered to return my calls. These guys are very professional.

We called three other people and we decided to go with him as we liked the way he came and talked, the way he promised that he was coming out and the way he made sure we didn't over buy. He was very straight forward. He made mistakes and had to come back and correct them but they corrected them promptly and we had no problems. They were great when it came to that part of it. They realized that they had made mistake and they changed it right away. They were very customer friendly. They were right on time and very professional.

We recently refinanced our house and wanted to convert our baseboard hot water heat and electric hot water service to a gas boiler and tankless hot water heater.
We had two highly rated firms from Angie's List come in and give us estimates. The other company came in, took a quick look around, asked me what I wanted, asked me to send them the number of linear feet of radiators we have, then sent me a quote. 
Tom Weaver from Polsinello came over, looked around the house, looked carefully at the existing heating installation, explained the options available and the pros and cons of each. In particular, after my initial research I'd been thinking of having a direct hot water heater installed, but Tom realized that we have hard water because he saw our water softener and explained to me that hard water can cause problems with direct tankless systems and recommended an indirect system at virtually the same price. He also went through the rebates available for upgrading our heating system in detail.
The two estimates differed by less than 5%, so we went with Polsinello. They did a very good job of removing the old boiler, cleaning up some oddities in the plumbing of the heating pipes, and installing the new equipment. There was a challenge hooking up the hot water because the old (electric) hot water heater was not located near the boiler, but they came up with an alternative solution and discussed it with me before proceeding.
The only issue I have had through the entire process is that there were 2-3 details that haven't gotten closed out. They promised to provide me with two programmable thermostats, and I have only received one (though I'm promised that the other is coming), they said they would return and repair a place where they had to cut into the cabinets under the kitchen sink to connect the hot water, and I haven't received the post-installation paperwork to apply for the rebates. 
Overall, I was very impressed with their pre-sales thoroughness and workmanship, very pleased with the installation, and assuming they're going to get the remaining details wrapped up in the near future, would strongly recommend them for work of this type.

I am a long time customer having become a Polsinello customer when they acquired my old oil company.I have shopped around and still come back to them as a regular supplier.Their deliveries are always on time and their drivers are very courteous.The only thing I would complain about is their statements which are hard to understand and could use some improvement.