I am a very long customer an my parents before me an my sister still of Metro/Hop Energy. Sadly our go to person Carol who always took care of our Cap contracts an our Service contracts yrly has left the company. The chaos in trying to get 1 person who could b our new contact to help us has been a nitemare. After trying to work with Sandy an Jessica I landed with the best women to handle my situation. Yani was extremely positive, easy to deal with an made the process simple an quick. She has a gift in patience, her tone an way of dealing with customers is fabulous. She actually took the stress out of contracting ur company. I will ask for her going forward for anything I need from Hop. She actually should train all ur customer service people. I also want to compliment Paul in delivery. He was kind an accommodating in getting a delivery for my sister wen we were trying to contract an the first women told us she could not get a delivery of the remaining gallons she had available on her old contract before the new one would apply. He was a delight to work with an made the process simple. The only thing that customers need is a kindness, respect an lightheartedness so tge conversation can short an always to the benefit of the customer. These 2 people, Yani an Paul, r ur best flavor to draw in new customers an keep the old ones. U almost lost my business, but thanks 2 these 2 people, I chose to stay. Ty. God bless u! angie rotella-suarez read more

Tony was an efficient technician . He took care of the issue promptly! We were very pleased with the outcome . Definitely recommend!

We did not have a problem with Hop Energy when they were just providing oil to the home. HOWEVER, two years ago we decided to go with an HVAC system. Because our oil tank started leaking, we had to act quickly. It appeared as if HOP Energy could offer us a system at a lower rate than the other two companies we talked to, so we went with them. BIG MISTAKE. They took several months to install the system because they kept putting in the wrong equipment, and it kept failing the town inspection. They kept promising to send an electrician to fix it, but they never did. My husband was told they would reimburse us if we got our own electrician, which we did. But $4000 later, they never gave us a penny. They said it was our fault, and they're not responsible. They also refuse to fill out any forms so that we can get a rebate from our electric company. They then sent someone to install heat strips when the temperature plunged in the middle of winter. This is something that should have been done initially, but they considered it optional, and it cost us another $2000. There's more, but essentially it was BAD NEWS ALL AROUND. I recommend you find a more reputable company to do you HVAC system. read more

In my opinion, being a new customer in the 2022 season was okay, the service was like most companies, the representative was reassuring. There was a contract that cost me nothing to join, now this is the second season 2023, Hop/Kosco wants to charge me a $228.00 "program fee" upfront to sell me heating oil at a discounted price, which was further reduced to $118.00 for the benefits in the second contract, PLUS, they have sent the contract (by email DocuSign) with a deadline which I did not meet the first time, they resent it with a Monday 16th by 4.59 pm deadline, but before I could get to it on the day of the deadline on that Monday approximately 12.45 pm, they voided the contract before 11.45 am (there was a 5 hour window left) and stated that I voided the contract. In my opinion, after my experience and reading the rest of reviews on this company, it shows too many "red flags" for me and I did not take heed. Good luck with your turn. read more

I called because I felt the price of the home heating oil was too high...I spoke to Janis who worked with me to initiate a plan to fit my needs. This helped lower my bill and secure a lower rate for my next delivery. Janis was very patient and helpful, even contacting me back to make sure everything was processed properly. Thank you Janis! Dorothy Berenger, Torrington, CT read more

After 25 years of mediocre service with Kosco Heritage (now the even worse Hop Energy), I have given up on supporting this company. They screwed up my hot water heater, created a flood in my basement, left me without hot water for over a week, and then proceeded to charge me for all the damage they caused. Incompetent service is now a part of their offerings along with their high priced oil delivery. Now that I'm with Bottini Oil, I can save some money and get great, quick efficient service by knowledgable service technicians. read more

called customer and requested a call Saturday, emailed Sunday, called Monday, no returned calls from a supervisor but why would you provide any customer service. This is the worst company ever. There has been nothing but problems with this boiler and your installer since we had this thing improperly installed. In May/June 2020. I wrote you in Jan 2022 and told you about your installer and their error in installing our boiler and compromising my boiler's integrity and your solution was a cleaning and another free cleaning. NO inspection of the full non functional unit at the time. A band new unit should not have malfunctioned that earlier on. When your staff can out no one took off the cavity and checked why a brand new boiler was NOT properly working. BRAND NEW! You tried to push blame on us, the unknowing customers. Mature. I complained to you how the sut spewing out of our chimney isn't okay for a brand new boiler. Again, I told you this could have caused a fire and possibly killed my children and family. But no full inspection on a non functional brand new unit was performed by your company. You took the cheapest route possible. Clean it, it's working... see ya! Leaving us with a faulty unit. Negligence. You can't not disprove that that boiler was not over working that day AND all the days prior and not over heating that cavity and not damaging that seal at that time. That heating and expanding of that day and all the days prior damaged our brand new boiler as I stated back in Jan 2022. Maybe if you would have performed a full inspection after my first complaint, you may have caught your companies error. My boiler is no longer functional! Per three independent companies. This is damage having occurred over YEARS. The day I initially complained about the smoke spewing out and over heating my unit is the day you denied us the right to have this impaired unit fully inspected in Jan 2022 further putting my families lives in more danger and further allowing the boiler to continue to corrode. This is my seal! My floors are also now damaged by this break in the seal. And they need replacing. This would not have happened if your were not negligent in your response in Jan 2022. Your negligence is why this boiler is no longer functional. Your negligence is why my floors are now damaged. Your negligence is why my adjacent bathroom vanity is damaged. And who knows what further unknown damage is undiscovered at this time. "Cast iron is an alloy with a high carbon content (at least 1.7% and usually 3.0-3.7%), making it relatively resistant to corrosion." But yet mine is completely corroded. And not functional. Because of your negligence. The reputation of the installer S********* is known for dollars instead of quality. Which I can see is how your company now functions. Unfortunately, we found out the hard way when one of the other companies came out to inspect our unit and knew of his non integral reputation. It's critical to have a boiler set properly, to run properly, not to save a buck. Not sub out a contract to the lowest bidder. The first person we had come to inspect it Saturday said he would never have set up our chimney system that way. That is not safe. The second gentleman that came out said this is not the proper unit for this type of home and should never have been installed, period. The third company said that the boiler being improperly set initial is 1000% the reason the seal broke. It ran hot for so long it damaged the seal and broke the seal. The more the leak continued, it corroded the seal further increasing the damage. It continued until the leak became visible and was noticed this weekend in my da managed flooring. It seems your company has now faulted in multiple areas of neglect and endangerment. I would like to know how your are going to resolve your many errors in this situation and ASAP. I have four children that need showers and can't not because of your neglect. update: day 4 not one returned call or email from anyone at this company. but Richard J the owner really wants to win back my trust.... How? But continue to ignore problems your company and direct staff caused..... been on hold forever..... Jessica still does not answer. No one working. No managers on call. Day 6 finally someone came out, they denied any accountability. They stated "The supervisor took pictures of the boiler which were sent to the manufacturer, Weil McClain. We were hoping the pictures would be enough to determine if it would be covered by warranty. Unfortunately, they want the boiler sent back to them for inspection to determine if it is covered under warranty" This was 1203pm on 7.14 I called Weil-Mclain, they stated they informed me of my "whole boiler credit claim approved." Approved!!!! And Joe Gladu was contacted 7.13.2023 IN WRITING via email of this approval at 3:52pm. This company is such scam artists. read more

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I called to schedule my boiler cleaning & tune-up and spoke with Maria Capello. She was able to schedule me as soon as possible since it's been over a year since my last cleaning and also put me on their cancellation list for quicker service. I have been a satisfied customer with a new boiler and A/C system supplied and installed by Hop Energy for many years. Maria tried to schedule my A/C start-up also. even though the schedule isn't out yet. It was a pleasure to speak to someone who was pleasant and helpful. read more

Updating my previous 1 star review back up to 5. I have used HOP Energy for 13 years without an issue until recently when I needed a new water heater. I kept leaving messages with customer service but a salesman would never return the calls. I am not sure what the disconnect was, but once I posted here, the salesman saw the review, called me right away, and I had a new water heater in two days. He was professional and fast. The installers were some of the same crew I recognized from my annual cleanings and got my new water heater installed quickly. It wasn't an easy job as the spot was tight. But they did it and my heater works great. read more

I opted for the annual maintenance program and Maria was very helpful in scheduling my annual service which is included in the plan. She was able to confirm that my last payment was received and that my account was current. I also took advantage of the price cap protection plan this year which caps my fuel costs. This has saved me a significant amount of money this year. Maria again was very helpful and was able to quickly tell me how many gallons were left on my plan. It was good to have someone that was knowledgeable of the plans and services that HOP Energy offered and could quickly give accurate information about my bill and plan status. It was very nice to speak to someone that was pleasant and helpful!!!! read more

Contracted for a new commercial heating system for our church. They did a great job upfront, understanding our needs and proposed an efficient system at a reasonable price. The team did the install in a wek in April, but it was not done correctly and we had many leaks. It's nowAugust and the system still has not passed inspection and we still have leaks. Communications from the office is also spotty and we dont always know when they plan to arrive. There is more to this and I hope I can update this review soon with a higher rating. read more

Hop Energy - One of several leaks - Water Heater Installation/Repair Near Me - White Plains, New York

Customer service started off well then transferred me to Lisa, requested a simple receipt for my paid delivery last year sent to my email (as they did prior just did not have address on it)just please put the address on it....we do not do that, which would have been able to make a difference for me in these difficult times, she did not....sadly. I do believe there are more people willing to help, I got the one who did not. read more

I just off the phone with Sandy in customer service. She was so warm, professional, courteous, and listened to me like she really cared. I had questions to do with the changeover and my account and she answered everyone of them. Not only am I completely satisfied with the answers she provided, I know once again that the customer service here is one of the best. I am with KoscoHeritage and they just merged with HOP Energy. I have been a customer for over a decade and am extremely pleased with the service I receive. It is the customer service that has kept me and my family here for so long. Over the years we have had numerous budgetary crisis and this company has helped us to keep warm throughout all of them. From my own personal experience it is a great company and I have been a customer for a long time. read more

We had our new heater installed today and we are more than pleased with the service we received from Hop Energy and their workers. Russ Bailor and Don Wadsworth showed up right on time to install our heater. They were both very nice, courteous and friendly. It was a harder job due to our steep basement steps but they "rocked it". They did an amazing job. They worked all day to get it installed and when they were done they explained everything to me in detail and answered all my questions. They were very patient with me as I am the wife and don't know much about heaters but now I do thanks to them. They cleaned up everything and they even cleaned all the basement steps! I was very impressed with their work ethic and kindness. We would use Hop Energy again and would highly recommend Russ and Don. We are very happy with our new heater and the job they did. Thank you Russ and Don. read more

Called DDLC (who is owned by Hop) in New London to get a new oil contract and service on our Hot Water heater. The service tech they sent out at the end of the day broke off the heater shut off and pretended not to know anything about it and said he had to shut off the main water supply - he didn't even offer to add a sharkbite so we could at least have cold water for our toilets - he said a sales person would need to come out for a price which might not be the same day because "maybe he's home with his kids, maybe he'll come tomorrow" mind you - he just shut off our main water supply - thats all he did - $148 to shut off our supply and call a sales person - the sales person did come out that evening but couldn't even quote a price - we had to wait until the next day and the price they quoted was in the form of a "monthly payment" - they were reluctant in giving the full price, which eventually did and was over $1,500 higher than every other company I called - so SHOP AROUND BEFORE GOING TO HOP OR DDLC - i do NOT trust them and their oil prices were 3-4 cents higher than everyone in the area...NEXT read more

Great service from Tony T. DDLC Energy, knowledgeable, efficient, very professional and left a clean work area. was able to get my heating system back up and running, after a long day of no heat. Able to explain the issues and the necessary repairs. Thanks Tony T read more

I would like to thank the customer service solutions deparment for reaching out and amend my agreement terms and apology for past experience

Just when I thought I had heard it all from other businesses, who, by design, deceive and confuse, along comes this heating oil company to rank right up there with cable tv, credit cards, and healthcare. Bait and switch with an "up front" pricing program? Yep. I knew the price was limited to a certain number of gallons. Fine. But did they bother to TELL us WHEN that time came? Nope. But they DID keep coming to fill and re-fill the tank. Only when the news about falling gasoline prices made me think - did I check. Sure enough, this company switched us to their own arbitrary per gallon price, for over SIX MONTHS of fills, that was OVER 1 DOLLAR per gallon MORE than the current market price (which I learned from calling SEVEN competitors.) So, in the span of 6 months, we conservatively estimate over 600 dollars of overcharges! When we called to address this, it was like pulling teeth to get them to tell us what their current price is, or was, during this period. We wanted a refund, and a market rate going forward. Nope. A bunch of well-trained double talk with fuzzy made-up terms designed to confuse. Done. Out. Shame on you. read more

If I could give this "too big for your britches" company less than one star, I would. Funny, many years ago, before they bought out every other small local company, I worked for this company for many years. Seems they have long forgotten what basic customer service, including 'on time' delivery, and service is comprised of. Long story short, they allowed me to run out of fuel (automatic delivery) multiple times. Overnight answering service was not familiar with the 'budget payment' plans and refused service. (Funny, you'd think they would have mastered that problem after 30 years.) After this reoccurring multiple times, we opted to switch companies, who took good care of us for a few years. New company retired, and, sold out to DDLC Hop Energy. Within two weeks of being their 'new' customer, they again let us run out of fuel. Despite having a $1200 credit balance and an unused $300 service plan, they neglected to reach me to let me know that their Fuel Driver refused to fill my outside 'flat' tank, saying the tank was 'on the ground' (it's not). They never thought to have a manager check this. I had to call to be told that it would take $500 to put tank on a concrete pad. Ok, we were considering converting to gas anyway at some point, because we are not ignorant and understand that our tank would not be 'acceptable " -think of the environmental changes over the years. They put in a 55 gallon temp tank and would maintain deliveries so a sales person could come out and quote to convert our 'emergency'. Except that it wasn't a 55 gallon tank, and the salesman took over 2 weeks to get here. I had to call twice a week and argue with dispatch that we wouldn't "make it" over holidays with fuel, and it took me at least three calls to explain that they Didn't put in 55 gallon- it was clearly marked as 20 gallons, but not one of the employees -delivery and multiple serviceman- bothered to tell dispatch what they needed to gauge deliveries to. After two full weeks the salesman finally shows up. Bashes the company I was with before they took it over (a Huge NO, as any business person would tell you!), finally, went out to inspect my (annually insured and ok'ed) tank the delivery person refused to fill, and referenced THREE times, 'what good shape my tank was in'! Quoted me (finally, timely I will say) $2500 More than 2 other reputable companies. Finally, and obviously, went elsewhere and was very happy with the work, and professionalism given. But, still had to close the account HOP Energy 'inherited'. Called Dec 9th to close. People in customer service were kind and helpful. Quoted me a refund of $1200(plus) that would be processed within 7 to 14 days. I also confirmed that all deliveries were included, and that the $1200, was in fact correct. It is January 6, and I am still waiting to find out why I still haven't received my (now $1000.) refund and what happened to the $200 difference? Please understand, this is not a 'refund' for services, this is cash that was promptly paid on a 'budget plan', for my anticipated fuel and paid in good faith. Today was told that they anticipate 'processing' my 'request' this week, and that I should expect a call back. It's rather sad when 'big business' overrules the basic customer service concepts, and becomes 'too big for their britches'. read more

This company only cares about money !! I was due for oil October never came finally get them on the phone they come to my home look at the fill pipe and turn around and leave with no oil put in my tank excuse after excuse first they say the fill pipe too close to the hole and the hose won't fit next said we didn't have an alarm to say when filled well our fill pipe is in a hole in the garage floor the pipe is just a few inches below the floor had he looked it would move away so then not to close to the sides next had he taken a flashlight and looked or bothered to look at the tank the alarm is 3 inches away from the fill pipe well no fuel under 1/4 tank now had to call another company who is a great old school company filled our tank and was a GREAT price!! Thanks to Kattner fuel we have heat !! I also have a friend who ran out because they wouldn't give him fuel due to a code that was in effect after his pipe was installed an older gentleman who went days with no heat the pipe was not unsafe it didn't leak they could have at least gave him enough fuel till he figured this problem out no they left this older gentleman with no oil and no heat. NEVER CALL THEM AGAIN The person I dealt with about the older gentleman on the phone was extremely rude too !! read more