I couldn't have asked for a better experience. Sham was an absolute joy to work with. She was kind and considerate in helping me with the account issues. She took her time and answered my questions and resolved my issues. You don't find customer service like this these days. read more

We were loyal clients for several years. This was before the Griffith acquisition. After that happened, we have been nothing but miserable dealing with them. It truly is a left hand right hand issue. We have cancelled our service multiple times and they still send a bill to renew. I ended up paying them $100 even though they said in November that everything was fine NOT to pay. Just save yourself the hassle and do not sign up. Note to ones self....they are also $1.50 more per gallon versus Murphy Oil. Just think on a 250 tank fill that is $375 more. I rarely post negative reviews.....but this one had to be done. read more

I originally ordered oil 1/22/26. 5 day window. After about a week and a half (after the ice storm) called they said tried to delivered but icy driveway) OK I get that, but delivery was canceled and NO ONE contacted me to reschedule. Still no oil after several calls. 30+ yr. Customer. read more

Customer service sucks. Go with another provider. Called before end of October (2025) about next delivery. Was told I was scheduled for November 22. Called on November 24 was told I was never put on the schedule, Stated next delivery after Thanksgiving. Having family for the holidays and cold weather in forecast. Tank getting close to empty. Asked to talk with a manager. Was told they were too busy. Now will just have to hope gas holds out through Thanksgiving day. One more tank full then cancel service in Spring. There will be a cost involved swapping service after just one year, but dependable service is more important. read more

Terrible customer service. Folks who answer the phone can only send emails to the people who actually make decisions, have information, etc. Usurious changing policies for tank rent, service, and charge a refill fee even if you don't need propane. Even though no balance was due and there was no request to change service, they came and cut off and locked the tank valve, without any notice, not even a sticker left on the door. Took $125 to a plumber to figure out why we had no hot water. Daily calls to customer service just yield the answer, "We'll send an email to the tank coordinator." Apparently the company was bought several years ago by a larger group, I don't know the details, but the service changed dramatically after that. Don't do business with these people. read more

I had no heat when I woke up on January 28. I called amd they sent a tech out. Furnace was fine and he said I ran out of propane. He called office and they said I had 85 gallons left. He called service tech and he could not get ip driveway. He called another tech and he was able to get up driveway but told me because of ice he might not be able to gdt to tank. I asked what I had to do and he said to call for delivery. I called and checked my acct. On November 21 they delivered 121 gallons. This does not seem like an adequate amount. On Jan 30 I called and asked about time for delivery. She got back to me at 9:30 this morning and will be delivering tomorrow. I have no choice but to wait but I should have been given more fuel in November. I am on automatic delivery but I am going to start watching and scheduling more deliveries. I am sure I am not alone but this is totally unacceptable. We should never have run out of propane!!!! The date above should have been han 29 but it won't allow me to go back and correct it read more

This is the worse company. We had several bad experiences over years. the last one was leaving a 83 year old women is a freezing house, took 3 days for an emergency call After 5 days she still reminds workout heat. Worse service center. Try SJ Johnson we all switched to them. 5**** to them read more

I would give SMO 0 stars if that is an option. Last year I was told "We treat all customers the same" when I advised my elderly father was low on propane and didn't get a delivery so could they get someone out for delivery. This year, they decided to put us off our auto refill so that others could get a delivery that wasn't scheduled and now we are below 10%. Talk about treating all customers the same, clearly they don't even know what their mission is. Called 3 times to get a delivery and when the guy shows up he gets stuck in driveway. How? Multiple cars/trucks have gone up/down the driveway for 2 weeks now. Called a 4th time to speak with someone and of course a supervisor refused to come to the phone. Worst company on the planet - Pay for a service contract - Techs show up without tools? SMO/Griffith Energy has mastered the art of ripping people off and not caring about their customers. I now know why the St. Bernard on the Griffith Energy site looks sad - They probably forgot to deliver propane or show up without tools to complete a service job. read more

Came home dead of winter from a 4 hour visit to urgent care and was out of oil . House was chilly and my 7 year old was extremely sick. I put in a call to the 888 number explaining I was switched to automatic delivery but was told I was will call . JESS B. was the representative who assisted me and a LIFE SAVER ! Not only was she compassionate, she was extremely educated on her profession and explained everything perfectly on how to handle it. SMO had brought 10 gallons to pull me through and it only took a few hours for them to arrive ! I was a wreck and She was able to get my tank filled by delivery team in 2 business days and I am eternally grateful for it ! I'm staying with SMO because of her and her Amazing Customer service skills ! Please keep her and never let her go SMO. She truly deserves a raise in my personal opinion and saved you from losing a client . The other ladies were not near as helpful or acknowledging on services, delivery and everything in between. Thanks JESS B. I truly appreciate you ! read more

Zero stars if I could, but willing to amend. My Grandmother, 80, has been with SMO since 1974 and despite nudges to go elsewhere or "shop around" has always stayed brand loyal. She's on fuel delivery, budget pay and subscribes to both HVAC and Furnace premium service plans. Generally, no issues and very satisfied with fuel delivery. The HVAC plan on the other hand, we finally had to use, and we're disappointed; both in service, outcome, communication and billing. A very long story, but a drawn out process involving an HVAC issue which included scheduling appointments with us and not showing up or calling to let us know they weren't going to make it after taking off leave from work - all the way to "guessing" on diagnoses and then charging for out of scope services and parts, that was supposed to have been communicated. We were told a salesperson would show up to discuss our options, particularly surrounding costs associated with a "block" (which was one of four guesses throughout the process). We received two invoices, to which I called customer service about, and I think the response I got from her was worse than the HVAC experience itself. The two issues combined have been a very wild ride. I've had some bad experiences but this may be the worst. It doesn't seem sustainable for any company, especially at the volume these ratings seem to suggest and a quick view of social media perception. Doesn't seem like the same SMO that has built a solid reputation over the years. Upsetting. And, respectfully, please don't reach out with the AI script, "we are sorry you had a bad experience, please reach out to us at....." If you really care, you'd research and do what leadership does. Let's find an agreeable way to settle this. read more

The most unprofessional, unpleasant, and trifling service I've ever experienced. If I had read the reviews, I would have fled speedily to a more professional company. They left my home with a cracked gas line, an incomplete job, trash in the driveway and an attitude. Granted the oil side was a smooth transition but the guys in propane are inexperienced and lazy. They initially tried to talk me out of getting the much needed work done. Da%, I wish I let them talk me out of letting them ruin an entire day. I took off work to have a freaking demolition circus reset my whole mood. My day ended with a headache, meditation, and prayer. God help them! May they never deceive and hurt anyone else!!! Amen. read more

I called about my service and Zamaya in Client Care was outstanding. She took the time to address every aspect and was so incredibly nice on the phone. Nice to see she is in the position she is!! read more

Major attitude! I called customer service to get a delivery and the lady spoke to me like she was being bothered. She needs home training! so unprofessional. Taking my business elsewhere. read more

I was paying my monthly bill of $88.00, but when I finished I realized they showed $8800.00! I tried to cancel but it would not let me then I tried calling and the person said they would contact accounting and get right back to me, but no one did. Then I call again and she tells me she left a message that it was to late to cancel and that the amount had gone through and I would have to wait for a check, they could not reverse the caharge. No one ever left a message, I was here by phone all day. They overdrew my account and I called again the next day and a different person said she would check to see when I would get my money back, but no one has called back again. It has been 5 days, and all of my money is gone and I cannot get any answers. I even sent emails and no one answers, I have been a customer for over 30 years, but I would not recommend them after this!!! read more

I've been receiving heating oil from SMO for over 14 years. This last delivery was horrible. The delivery driver was at my home for 4 minutes and delivered 180 gallons; I have it on camera. It was 4:27, so he must have been in a hurry to get off as he knocked over the blocks bordering my rose bushes (didn't bother to put them back), he spilled a large puddle of fuel in my driveway and several spots where he pulled away. He didn't even leave a bill/invoice on my front door. I called customer service to complain and was told they would notify management and email me the invoice as soon as it cleared the system. The next night, still no invoice or response. I went online and found what was delivered and what I owed. I had not experienced this before, but who knows, maybe it's their new standard? I am quite upset. So upset that I checked prices of heating oil today and it says in my area it ranges from $3.50 to $4.10 a gallon; they charged me $5.10 a gallon! Over a dollar more each gallon than the average prices! Check around, there's much better service and prices! read more

SMO Got Me Hot - Worst Ever! After 30+ years with this terrible company, I finally dumped them. SMO's only job was to deliver fuel oil for my furnace and they consistently screwed it up. Most recently the delivery guy arrived at 7:00 a.m. with no advance notice walking around our house and asking where's the tank. All the while he was vaping inside of his coat. I told him we didn't need any oil and to leave. On another occasion, the delivery guy overfilled our in-ground tank and spilled oil all over the yard. SMO's prices are high, too. When their rep. called I said we wanted to cancel our service. She couldn't figure out how to delete the account on the computer. We switched to another service and are very happy. read more

The absolute worst. We spent about $15,000 with them to get a new unit and have had nothing but problems ever since. The technicians are always pleasant but something on the business side needs to change. We have had someone come out at least 10 different times at this point- 6 of those times were in the same week. Just this past week, we had an issue with the unit blowing cold air. Their resolution was to drop 10 gallons of oil in the tank however...the tank was at 50% capacity. Make that make sense. I called a bunch of times to speak with someone to get a delivery and I'm still waiting on a call back. I've gotten another company to come out and fill the tank and I'm still waiting for SMO to call me back. Ridiculous. Not to mention the temps this past week were well below freezing. Do better SMO. read more

Well. I have been using them for years but something has changed. They could not fix my furnace and and I have made several calls to try and adjust my bill. I need to buy oil and I am giving them a chance to keep my business. I called an emergency service to fix it late at night. I paid double but I did not care. Robert Gillis read more

Stay away from this company. They caused a leak in my gas tank and just left. Weeks later they said they would fix what their incompetent employee did. Never heard from them after. Called again and they said their management closed our account (which we never had) and there's nothing for them to do. This was all to get a quote for a new tank. Now I can't even use it because they caused a leak. Winters coming and I have a baby, kids and rescue animals in the house which will be inevitably getting sick due to this nasty company. Worst part of Maryland is this company. read more

I called SMO Thursday, January 24, 2025 about fuel delivery to report low on fuel and need fuel and was told I was schedule for Friday or Saturday. To call back the next day. I called the next day only to be told call back. I pleaded and beg to receive a delivery to date I have not receive a delivery. Today is Tuesday, January 28, 2025. I have been a customer for about 2 decade. They advertise same day/ next day delivery. I don't know what going on with SMO. I request to speak with someone with authority but to date no call. I feel like I in betwden a rock and hard place. I afraid that I will run out of oil. Signed frustrated / next day delivery read more

Was a customer over a decade and eventually purchased the service agreement to keep my oil furnace at top condition. The delivery service was OK (although higher priced than others) but what caused me to cancel my account an move elsewhere was the terrible service provided through the service agreement. Making an appointment was near impossible, my last appointment was over 4 months from the date I called. Unfortunately I had an emergency out of town and was unable to call and cancel as it was not on the top of my mind, being made 4 months prior. The service tech left a voicemail from my house, not prior to arriving, stating that no one was home so he left. They charged this as my annual checkup. I called to dispute this and since no service had been done the year prior, couldn't I reschedule? No dates, and I would need to pay out of pocket. I cancelled my entire account on the spot and moved to a competitor supplier. Its a shame their service is so bad, used to be a decent company pre-Covid. read more

SMO installed a new boiler for us. It was an expensive job, just under $13,000. The installation seems OK, but the technicians tracked rust and dirt over a light-colored carpet, a freshly painted garage floor and left rust stains on the driveway. They also failed to re-install a door they had removed for the installation. When I called to report the mess, I was asked to send pictures. I did, but weeks later have had no response. Tom Hudson read more

If I could give a negative star, I would. The problem is I was charged a price for propane that was double the going rate. I tried to get a price before my propane was delivered but my representative evidently no longer worked for the company and I was not able to get a price before delivery. I can not believe the price they charged. I immediately reached out and they offered a reduced amount but it was still way over the going rate. I would never agree to the price they were charging. I have tried to mediate with the company to come to an agreement. The company has decided not to negotiate. The next step will be to sue. it is a shame that this company would rather spend money in a court case versus just negotiating a reasonable rate for propane. read more

do not go with smo!!! my 81 yo grandmother has not received any oil for almost four months (while actively paying for a service contract) smo is making her wait an entire week for oil !!!! so no heat or hot water for her although she has never missed or been late with any payment for over 50 years!!!!! smo is a disgusting business!!!!! read more

please look else where ; worse customer service - my sister and grandmother have been out of hot water for over 5 days - they said they would be there today for the part and no show once again . do not recommend them read more

I've been a SMO customer for close to 40 years. I've been trying to schedule a furnace tune up for 2 days now. No one answers the telephone. I was just on hold for 35 minutes. I've tried the phone numbers they have listed to no avail. This is NOT good customer service. Maybe they need more help. read more

We had auto delivery set up for oil. Our last delivery was 10 months ago. Today our 6 foot deep oil tank had 2 inches of oil in it. During a record cold snap. And they're booked til Wednesday. Today is Friday. When pressed, their response was "yeah we probably should have filled you up in this past fall." We canceled everything with this company and made it work with another. read more

Wow! Your service has really deteriorated from when I first started using your oil delivery service. It used to be competitively priced and you came out within 48 hours after I called you. Now, you are delivering a week later causing us run out of oil. Your prices are the highest in the area. Get better or lose customers! read more

SMO allowed my propane tank to run out of fuel during coldest week of Jan. 2025. I called several times to schedule a delivery but no one responded. I have been a customer of SMO for fourteen (14) years but they couldn't care less. read more

Poor customer service! The employees you reach on the phone are not given the current prices per gallon for #2 heating oil. They can only give you a price if you give them your personal information. A customer should not have to give up their privacy just to get a verbal quote. When I asked for a supervisor, I was left on hold for 45 minutes till the employee got back on and said their supervisor was unfortunately too busy to help me right now and they would have to call me back. This business practice is absolutely ridiculous! read more

This company doesn't deserve even 1 star! Service was canceled in June of this year. I paid the balance off. I found another local company to Pasadena MD, cheaper. Fast forward to 10/17. I came home to thr tank being filled, by SMO. I immediately called and explained the service was canceled and stated I was not paying the bill. The girl looked through the account and said she would escalate it to management. Today, 10/21 "management" called. The situation was explained again. He said the oil wasn't canceled, just all the services. Went back and forth and then he asked "how can I keep you as a customer?" I said, match the price of MO here in Pasadena. He said he couldn't do that, he would split the difference. I said no thank you, the service is to remain canceled. He then said "we'll then, your paying the whole bill, no negotiating the price". I said ok, and paid it. The convo was ended with me asking are you gonna ask why service was canceled on two of my houses? He didn't realize that. He then asked why and I simply said, "your customer service!" He was not happy. He lost two contracts! If you use them, you are not getting a fair price and they are not nice to their customers. We had had them for years! read more

I recently interacted with Lina S at SMO and she was nothing short of amazing. She was able to assist me quickly and professionally making a somewhat stressful situation so much better. read more

Lena at SMO was professional and helpful during a recent call for pricing. ive been a customer at SMO for 10 years now and customer service is often a roll of the dice, depending on what representative answers your call. read more

Been a customer for 20 years had their service plan which automatically renews but for some reason which they couldnt explain to doesnt renew now and I got stuck with a service bill AFTER the fact. To explain they called and send an email telling me it was time for my yearly maintenance which was part of the service agreement. After the work was done the tech asked for payment which I told them I had the agreement so it went on my bill. I called their billing department and the man who answered was very nice and contacted a supervisor who read me a 2 year old conversation and never asked if I wanted a plan. In July they started billing for the new year so I asked since I havent got any oil this year they would refund my new monthly payment but was told no. Very corrupt company I would highly recommend someone else or make sure you get everything in writing. read more

Lina who answered my phone call is very good. Lina IS GREAT WITH 5 STARS. THE parts service department, the Customer rep, and the technician services are another story. 1 STAR ! I called about my bill and Lina was very helpful. I told her my frustration and displeasure of the SMO parts service department not returning my phone messages after they called me and not leaving any messages, the customer rep Emmanuel McIntyre "Manny" who I called and left 2 messages with no return phone calls after 3 weeks ( worthless SMO Rep), the 6 TIMES visits at our house for heating problems ( still had problems after services / replacing parts).......... I had to take off work 6 times after they said that the technician will arrive between 8:00 AM TO 4:00 PM and some technicians showed up at 6:00 PM.................... By the way, we did not have a consistent good / working heat " FOR 6 WEEKS " when the weather was cold 20-30 degrees... We had to use a portable heater. We have been a SMO customer with Maintenance contract since 2011 and we decides to cancel our 2 heat pumps and furnace maintenance agreement. Lina understood my frustration and took her time to explain to me the refunds that we will be getting back from the maintenance agreements. Now I understand why my son in law and friends also cancelled their SMO Contracts after many years. I asked them who they have for their heating services after I told them we have SMO. They said get out of SMO. The services are bad and they were also not happy and decided to go to another heating company. Lina should be promoted to a higher position - maybe promote her to the Emmanuel McIntyre's position. She will serve SMO better than " Manny." Will D. read more

I've been a SMO customer for about 4 years. In the last two years I've run out of propane at least twice in the dead of winter. I called Friday 2/7/25 because my last delivery was just under a month ago and my tanks are very low. I was informed during the call that my account had been placed on hold within a couple weeks of my last delivery. This was all to my dismay as I spent an hours on the phone with them last year for the same account/billing issues that left me without propane for 2-3 days in twenty degree weather then (if you don't know, if you run out of propane, a special technician has to come out to confirm there's not a leak before the line can be opened). The representative said she was sending an email to the billing team to tell them my account was well under the 30 day window when it was placed on hold stopping any/all deliveries and to have them call me back. I haven't heard from anyone yet. After reading the recent reviews, if I run out this year, I'll likely call another service provider. read more

I paid them for 15 years to conduct maintenance on my furnace at my rental property. At this years maintenance, they identified parts that required replacement. They never informed me but just shut it off. A month later, after a dozen calls (each requires a half hour of waiting on hold), I finally determined that they had identified an issue with the furnace. The weather had now turned. I had to get them to send more people out there and finally determined that the furnace needed to be replaced. I should have gone with a different company at this point but instead purchased a new furnace through them. Two weeks later they installed it. Still no heat. Their management went over there and the tenant reported that they blew up part of the new furnace because it was installed improperly. When I spoke to the manager, he said "luckily no one else was standing there." They replace it again two weeks later... still no heat. They went out again and finally restored heat. Two months after the prepaid regularly scheduled maintenance identified the issue. Management is terrible. Customer Service takes forever. No one at this company will call you back. Good luck getting anything documented. Stay far away from this Company. No one should have to go through what I went through. read more

After giving the benefit of the doubt for 2 months now, I cannot continue service with this company. Everyone needs to be aware of the scams they are doing. I have a service agreement with SMO and had my unit inspected (an included part of the service) at the end of December as well as a complete fill up. Fast forward 3 weeks and I am completely out of oil, get a delivery I didn't order and fill up again. I am clearly wondering why my unit can not use oil correctly and burned it all in 3 weeks. Call a technician to look at my unit and he comes out. Tech explains to me that the service guy I had in December set my efficiency level to an abnormal number which burned the oil faster. He quickly fixes the level and goes on his way. I then call customer service to say why would I pay for another 300 gallons of oil when their technician PURPOSELY set this number incorrectly. The lady sends me to a manager who explains in her opinion the amount of extra oil burned based on my previous deliveries is about $250, she agrees to credit me $200 of that. I was not happy with it but was willing to accept it. Fast forward to May and I still do not have a credit on my account and also have received another fill up I did not order. I have spent hours on the phone with multiple people saying they can't see any notes about the manager fixing the issue or the credit. Each 1 SUPOSSEDLY sends something to management to get me the credit and each time I call back no one can see the notes or credit. I cannot even believe they are scamming the people that trust them with service agreements. read more

My parents are long-time SMO customers. They alerted SMO that they were running low on oil and needed a delivery two weeks ago; SMO made them wait several days for an inspection first, at which point they finally agreed to deliver oil several days later. That delivery has been rescheduled multiple times, most recently today. My parents are in their 70s and are staying up overnight to keep the wood stove going as temperatures are below freezing. When SMO called today to tell them that they were being rescheduled again for 5 days from now, they offered no explanation, apology or recourse. I called customer service twice on their behalf today; the first person I spoke to told me she would get more information and call me right back. When I called back an hour later after radio silence, another customer service representative had absolutely no record on the account of that call. They told me "well, it's the weekend" and that there was no direct line to delivery; it was only when I get upset and explained that I will keep calling over and over again until they sort this out that he sighed and got his manager involved. Supposedly the manager is going to try to address this, but I have zero expectations. Terrible service that endangers elderly customers followed up with inept customer service; what an incredible combination. read more

I am trying to end my service and they refuse to answer their phone. 6 calls over the a period of a week and I have been on hold for more than an hour and a half. They changed their online billing system a month ago and they refuse to talk to anyone unless they use the online system, apparently. Which kind of burns since I can not find one of my bills to use the customer numbers on it... Argh.. I am listening to their ad recordings about how great they are and how they have a 94% customer satisfaction, what a joke! "Thank you for waiting, we will gladly assist you in just a moment..." Hours later.... No help. read more