Removal of old oil tank and installation of new Roth oil tank. The crew of Ruben, Ben, Randy and Milton did a great job on the project . Professional, knowledgeable, polite and hard working crew with a great attitude! Thank you, Phil Polakowski read more

Just a horrendous company putting on a masterclass in delivering terrible customer service at an inflated price. I'd been a customer for 6 years and honestly never had issues with their customer service and reliability until the past year. They don't deliver on time with the automatic delivery program anymore and let customers get well below 25% and empty. My tank is below 25% for the first time ever and when I asked for delivery status I'm lied to and told it's coming on x day. The day passes and they don't come. I called their 24/7 line because I'm now nearing empty and was told unless I'm empty to call back during business hours. Wait until empty for oil is just an illogically dumb response. Everybody should look elsewhere for oil and propane whether you are an existing customer or new. They are a sinking ship. read more

After many years as a Pioneer customer, we recently canceled our service and decided to convert our property to natural gas. The biggest disappointment was the emergency service. During multiple no-heat calls in early January, I had to drive from Boston to Worcester in the middle of the night more than once because the on-call response did not resolve the issue. During one of those calls, the on-call technician told me he was asleep and wasn't coming out immediately, even after I explained that my elderly father-in-law was without heat. Another technician who was later sent restored the heat but was dismissive and unwilling to discuss the repeated problems. I was also surprised to learn that, despite paying for a service plan, the annual boiler maintenance had not been performed because it had not been scheduled. While Pioneer pointed to the terms of the agreement, I only became responsible for managing the property after my father-in-law was hospitalized and was unaware of the existing service contract. Another concern was the condition of the oil tank. Pioneer had serviced this property for years, yet the first documented recommendation to replace the tank came only after the legs were found to be rotting. I was left wondering whether signs of deterioration could have been identified and communicated earlier. I do want to recognize that Todd was professional and responsive throughout our communications. He took the time to answer my questions and explain the company's position. In the end, the combination of the emergency service experience, the maintenance issues, and concerns about the condition of the equipment led us to move on. We have canceled our service and are converting the building to natural gas. read more

Our only heating system failed on one of the coldest days of the year. We called at 11:00 a.m. and were told a service technician would be dispatched. When we followed up at 2:00 p.m., we were informed we were 8th in line; at 5:00 p.m., we were told we were 5th in line. However, when we called again at 7:00 p.m., we were told there was no service request in the system at all. Customer service was extremely unhelpful, and the representative hung up on me while I was asking a question. Given the urgency of having no heat in freezing conditions, this level of disorganization and lack of professionalism was unacceptable. Terrible service. read more

Where to start.... We have automated oil deliveries. They missed the most recent one. Or chose not to fill. On the week of Christmas I notice their fuel truck outside the house. It was backing out into the main street. I thought they must have delivered oil. Went down to the basement. They had not. It was about a third full. I figured they will come another day soon. I checked to see the oil level on Friday Jan 2nd. It was below 1/4 full. I called to find out about delivery status. Was told we are on the list for delivery next week. I asked when exactly next week. They said Monday Jan 5th. I checked the account online. There it states there should have been a delivery on Dec 22nd and that currently the tank was very low. They are aware that we are low and overdue. Some time overnight (Monday morning Jan 5th) the fuel ran out. I wake up at just after 7am and the house is frigid. I call them. I get the answering service. They tell me to call back at 8am when they open. Where's the 24/7 service?! I call at 8. I tell them the situation. Need delivery asap. They tell me they will notify the delivery and call me back as to when. No call back. I called back at least twice between then and the inevitable delivery about the fact this is in essence an emergency. There's no heat and of course no hot water. At 3 pm the delivery finally arrived. Then the boiler wouldn't start. Yes, I pressed the restart button. It would not start. Called them again. Said they'll get somebody out there. I asked about time frame. They said they don't know. At about 5pm, called to find out status. There're closed. So the answering service took my name, number and address to give the servicing person. He called ten minutes later. Luckily he was nearby and was over in about 10 minutes. The shutdown of the boiler due to the lack of fuel created more problems than just air in fuel line. The pump stopped working. Luckily he had a used one in his car to replace. That worked. By a quarter to six we had a working system. At 11 pm the house is finally heating up to the right temperature. It was well over 12 hours of no heat and almost 12 hours of first reaching out to them until the boiler was making heat again. Aside from myself who had to cancel all my plans to get this solved, there are two elderly individuals living here 95 and 87. None of us are happy. This was an unacceptable response. The only positive things I can say is the service rep Chris who came out was great; quick response, problem solver and professional. And I can add the person who quickly gave him my info to call me. read more

As an elderly handicapped person with a terminal illness, living alone, I contracted with Pioneer Propane to install a propane furnace at my home in June of 2025. I encountered an abrasive, rude technician who clearly was incompetent. The furnace had to be removed twice to accommodate errors in installation. The technician also disconnected my kitchen stove without my knowledge or consent. Three professionals inspected the stove for leaks and found it to be without problems. Furthermore, after three unsuccessful attempts to order the proper orifice, Pioneer has still not been able to install the proper orifice to render the furnace operable. Moreover, additional electrical work had to be installed by an outside firm. Pioneer began installation in June of 2025 and was supposed to take 2-3 days. The last communication that I was able to have with them was August 11, 2025 and haven't heard from them since despite multiple requests . As of the writing of this review on October 6, 2025, the furnace is apart and has never been operable. I cannot stress the extreme disappointment that I experienced with this firm. Not only am I distressed with the incompetence, but also the rude behavior of one of the technicians, bordering on hostility. I strongly advise not to do business with this company...the worst business experience that I have ever had. read more

I became a customer of Pioneer when I bought a home and their name was on the propane tanks. Turns out they also did a complete install of the 2 year old heating system. I called to have tanks filled and heard their voice message saying how you will never get a recording and always speak to a person. The person I spoke to was very pleasant every time I called and the refills went fine. Then I called with questions about my heating system twice and when the person answering could not answer them I was told I would be called back. I was never called . Twice now I have gone through this scenario and not received a call back. I guess this means if you just want fuel you will be fine withPioneer but if you have technical questions don't count on a call back. read more

4 minutes ago Definitely do not recommend. Disrespectful, sneaky, and overall bad experience. I just bought a house that had been using them, and called them to fill the oil tank. I explained I never had oil heat before and was hoping they could explain how it works and set up some sort of payment plan. The person quoted us $305 (I have a really bad memory, so I physically wrote this down when I was on the phone to make sure I remembered), and was told they'd call us when they were coming to walk us through how it works and our options. Instead they showed up without telling us, no phone call or email after even saying they came, and left a $770 bill! I called to get this sorted out, was told I'd have a manager call me back, never did. I called back the next day, the manager I finally got on the phone was AWFUL. He kept talking over me and talking to me like I was stupid, and was more focused on trying to prove me wrong than listening to what I had to say. He listened to the recording, and only seemed to listen to what he wanted to hear, not any of the details of me confirming the "it's three oh five" (not mentioning per gallon) over the phone or being told they would let us know when they were coming and walk us through the process. It ended with him screaming at me on the phone after I had to once again ask him to stop interrupting me and talking over me. His "resolution" was to give me the $305 "but we get to close out your account and you never call us again"....Being in the service industry and manager for 7+ years, I have never heard of a manager deciding the best way to deal with an unhappy new client is to "prove them wrong" and decide to just lose their business rather than even slightly attempting to resolve the problem and moving forward. read more

AWFUL COMPANY SINCE NEW OWNERSHIP, NOT RECOMMENDED Pioneer oil WAS a great company when it was run and operated by the Brunell family. NOW, this new ownership is driving the company into the ground from greed and AWFUL management. I have heard many good people have left the company as a result...including long time customers like myself. They will charge you the upper limit of normal on ALL services and even overcharge if they can. Customer service is LOW priority. My example includes a hot water heater that was covered 100% other than outside parts and labor. They replaced it for me for over $1,000. That only included 15 ft of copper pipe, fittings and a mixer. They were at my house for 4 hours (2 men, one acted like an ignorant trainee). I knew I got screwed in the moment, but I needed hot water. I subsequently got quotes after the fact and the average to replace a warranteed water heater was $500-$600. I believe they were annoyed to travel outside Worcester with a new water heater they couldn't make money on so they charged me extra for it in parts and labor. SIX months later, this hot water heater is malfunctioning and the manager stated I would be charged for travel, parts and labor to fix it...6 months after brand new installation?!?!? They do NOT guarantee their work. This would never happen with the previous ownership. I have moved on to another oil company that I can trust, has better customer service and fair pricing. Bottom Line: Stay away from this company as their greed and lack of customer service and satisfaction will likely be it's demise in the near future. AWFUL COMPANY read more

Called Friday at 5:32PM hoping to leave a message in hopes to schedule an oil delivery, a female company representative picked up and told us that they were currently closed and to call back tomorrow at 8AM when they re-open. 1. Why even answer the phone if you are just going to tell the customer that you are closed and to call back at another time? Why not just let it go to voicemail? 2. If you answer the phone the least you can do is grab the customer information and have a representative get back to us during operation hours. Called Saturday at 8AM like we were told, we were looking to set up a minimum oil delivery and explained we would be moving at the end of the month. This time a male company representative answered who told us to just put diesel in the system and hung up before we could ask a second question. I have worked in the service industry for a long time, if I ever treated any of our customers with the same disrespect that the front office staff treated us with we would be out of business very quickly. The only bright part of this company is the actual service technicians who 2/3 that I have personally met have been very friendly. Terrible. Rude. Unprofessional. STAY AWAY! read more

Had a heating problem the day after Thanksgiving. The technician they sent did not know how to repair correctly. I have had the same problem in the past and explained to him what needed to be done. He was trying to take apart the problem piece turning it in the wrong direction. I asked him several times to turn it the other way and he refused. He insisted the only way to repair was changing the circulator. He spent 2 hours changing a part that did not need to be replaced. $400 later and numerous complaints after verifying with other pioneer techs that he was tightening instead of loosening the part that only needed a 5 minute cleaning, they agreed to give me a $100 credit on my account. Very unhappy with this company. read more

Dave and his staff continue to make our family warm and safe with their outstanding reliability concerning service and delivery. Whether it be honoring their locked-in rates regardless of the spike in oil prices( a boast not all of their competitors can make), or showing up during emergency situations, Pioneer provides a quality product for a fair price. They have never let us run out of oil, and their service techs are professional and respectful of our home. I've had others, and won't switch back. read more

Would give a 0 star if possible. Called about an oil leak and received a rude response. Was much nicer to mg husband however. Not ever doing business again read more

Used for years. After receiving 2 other quote from local companies that I needed to replace my furnace, Pioneer told me it's fine, and they have kept it going for a few more years without issue. Quick in emergencies as well. read more

Sal came out today right on time as scheduled. He was professional, knew exactly what to do and exceeded my expectations. I highly recommend this company. I took a chance and called this company first. Decided to just go with it and try them out. I am soooo happy right now! Another thing is, when I first called, the woman that answered the phone was very nice. I had to her call back after finding out if my water heater is oil or electric so after speaking to my husband, I called them back. I reached another woman who was also very happy to help me. Signing up was smooth. I believe Suzanne was her name but both women were professional and a pleasure to speak too, hence one of the reasons why I went with this company without even calling around to ask others for price etc! read more

had a very rude tech come out once. requested he not come back. (when we lived in MA) but no complaints at all about everything else