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

Lina S. was extremely helpful in fixing an access issue I had on the website. It is truly a pleasure when receiving great customer care. Thanks again Lina!! 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

Asked for 100 gallons not justonline also by phone & as well confirmed with the driver, he end up adding 130 gallons, he claimed that I would not be charge for something that was ordered/in writing, and after almost a month and 5 calls/ voicemails got only one call, and the laddie just hang up on me, totally DISGUSTING, DISGUSTING, DISGUSTING 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 want to thank SMO, techs James Hall, James Mason and Logan Guy for a amazing job, they gave great customer service and education on safety and use of my propane tanks for my heating unit. They didn't rush as they took the time to answer all my questions. read more

First service for no hot water was done two weeks ago. The technician told me to hit the red reset button if the hot water went out again. So, I have been resetting when needed. I know this isn't normal. I call back and they send another technician on 12/12. I don't think he had a clue what he was doing. He starts messing with the boiler. I tell him, it is the electric water heater that's not working. See, the other tech left the covers off so I cold reset it. But no... he messes with the boiler. Turns off the water supply and says he diverted the water from electric to oil. No, you shut off the water. Anyway, whatever he did burns up the boiler which was working fine. He told me because we had a few windy days, the wind blew out the pilot light on the boiler. Huh? By this time I already know he just needs to leave. I call for another technician to come and undo whatever the first one did and he confirms that the boiler is now messed up. But, he will put it in his notes and return tomorrow with the part to fix the boiler. Half of the day 12/13 (tomorrow) is gone and I haven't heard from them. I called twice and was told they will send emails to the service department. I have service plans. Have been a long time customer. I am tired, frustrated and have no hot water. They can't expect that this is acceptable for multiple days. Somebody help address this problem. (Reference Invoice numbers 87072 and 86730) read more

Don't bother. Scheduled a service call with them and was told they would be here between 0830 and 1430. Sat around all day waiting, called at 1530 and was told they are still coming. Called back at 1800 and was told they wouldn't be here until 2219. Quickly cancelled them. Plenty of HVAC companies, don't waste your time, literally. read more

Electrician Jeff came out on a hot day to diagnose Out A/C unit that kept tripping the breaker. The electrician was able to identify the problem and explain electricity to my none electrical brain. I understood how the system works now. Thanks buddy! read more

Service agreement is terrible. They come out on a call and don't have the parts to fix the equipment that they sold you. Then they want you to pay for shipping or wait weeks for parts to arrive. Stay away read more

I have been a long time customer for oil delivery only and haven't really had any issues since that is cut and dry I suppose. I bought a house and was told by my inspector to have an HVAC inspection done before operating the heating unit. I had 1 company come out and inspect and tell me that my home warranty should cover the problem. I then used my home warranty to fix the things that needed to be fixed. That company informed me that it would be beneficial to have a maintenance and cleaning done on the unit before using. I called SMO and they sold me a service contract for $309 instead of just the $249 for a cleaning. I waited 2 weeks for the guy to come and after about 2 hours he tells me that he needs to order a part and come back. I'm thinking ok this is good, its all covered so great. I go on my account to find out that not only is NOTHING he did covered, they charged me another $570 to replace parts that were only 2 weeks old and already replaced by the warranty company. Seriously can not even believe how much these people are ripping off customers. I was never told anything needed replacing prior to him doing it nor that anything the tech was doing would not be covered, including labor. Their list of included parts in a service agreement is so bogus, I can't even believe people buy this from them. I learned my lesson the hard way and am ashamed I allowed them to get away with taking my money. read more

After attempting to switch from propane to Oil, I've had nothing but problems. Phone calls go unanswered. Tanks were leaking gas, which was reported with no solution. I've had no hot water for almost 6 months. Then a SMO truck just showed up and took the empty tanks without notice. SMO sucks! read more

Horrible company since the Wills sold it. My 90 year old mothers house no Ac has been out since May 20, service tech came out and said the ac fan controller was damaged by smo folks on a service call back in the winter, they would order the part and charge us(ridiculous). They asked for a doctors note for my mother to substsubstantiate her age and condition while on the phone today(Asinine). Said they may be out June 1 or 2 to fix it. Blacky Wills must be rolling over in his grave watching this crap. read more

They have a new online system that is jacked up when trying ti order online. You can no longer specify the amount you want to order. There is a caption that reads they will fill your tank. I was in a crunch because I've been taking care of sick family members, do I put the order in and wrote in the comments that I only wanted a certain amount and not to fill the tank. Well they filled the tank instead of calling me, their customer for a great number of years. When I called I was told by Mindy, she was very rude and said she didn't know if they read the comments or not and that I should not have ordered it online. When I asked for a manager, she left me on hold for over 10 minutes then came back to say a manager wasn't there and she will put in for someone to call me but it can take 48 hours. Very unacceptable. Never had these problems before SMO took over. Very disappointing. read more

Very poor customer service. Average wait time on phone is 45 minutes plus and no response to online customer service requests. I have been a customer back to the Hein Bros days but will be switching our oil service provider ASAP. read more

Huge markup on repair parts! They wanted to charge me $2,022 for a blower motor and a controller for a Carrier air handler. You can buy the same OEM parts retail for $852.00. Told them I would not pay a 137% markup, and would start using another HVAC service company. Had a different company come to the house, and they said there was nothing wrong with the controller, and I only needed the fan motor. They're charging me $764 for the same new Carrier fan motor that SMO wanted $1,644 for. Price gouging! Been using SMO for 20 years. No more!! read more

Out of Business or scammers automated answer service no representative to speak with do not return calls require set up of account online only. read more

Very crappie customer service. They will fill ur tank after u told them not to. They will let u run out of heating oil. Will take u of the budget plan for no reason and not even tell u that they are doing. Never get the maintenance package. Been fighting them for 2 years for refund of the ac package. All they did was hose of the outside of the ac. Never took covers off to clean anything inside or to even check the if it needs anything. Very crappie company my propane was to be filled once a year when I called for it. They come out every few months to put maybe 20bucks in it. They do not follow their contract and do not care about screwing there customers over read more

I am currently a customer and I am very upset. I can't get anyone to respond to me for 2 days! I think SMO is not the company I have been dealing with so many years. No personal contact. What has happened to SMO. I received a bill with late fees that I paid on 9/26/2022. I see I sent it to the correct location at the time but now you have a new address. Old account 12741693 -- new acct#10-8156924. It may be no big deal to you but at 85 yrs. of age little things mean a lot. Phone #7033170598 home phone in Virginia. Smo delivers oil to my summer home 6521 Clagett Ave, Tracys Landing, MD 20779 read more

Install team was scheduled for 2 days but worked 13 hours on the first day. The work area was left very messy. Sooty handprints and wall scuffs everywhere. Splitting 2x4s where they needed to add the mounting plates for the unit. Does it take too long to pre-drill? Condensate pump was not plugged in when they left. If I was a know-nothing home owner I would have ended up with a leak. They removed the previous exhaust shroud from the chimney but decided to ignore the massive eye sore that was left behind without consulting me. Poor preplanning and lack of attention made evident by the dangling fitting because they forgot to remove it. read more

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I have been having the worst experience with SMO regarding a BRAND NEW 7k Lennox system that was installed UNDER a year ago. So far I have had 3 visits that have all resulted in it not being fixed. The first visit i was sent a young kid that spent over 2 hours on the phone with someone that was walking him through the steps of what to do. He told me that he could not check to see if the issue with my unit not heating because he had no key to unlock the outside unit. He advised me that only "Sr Tech's" have this key. A complete waste of time. My home was freezing with a NEWBORN in it. He also told me that someone would be back out that same night to look at everything. this was a Lie. I called SMO Dispatch and was advised that i needed to take myself and fam out of that home as no one was coming. "IDK why the told you that as we cant promise anything." I was also advised that this company was taken over recently and that half the people were fired due to the drug screens. This was told to me as I was inquiring why it was taking 2 hours to figure out the issue and he clearly needed help. He did not have enough training was the ultimate response. I had to wait again for someone to come out while my house froze. They sent out "Nate". Nate who told me "these type of things just happen sometimes and i know its not the answer you want to hear." No its not because everything has a reason as to why its not working. He had none. No reading was done to see if there was a code the next tech could follow. Ultimately i explained that i had shut it in off mode & he wanted me to cut it back on. I did. And what do you know? the heat came on. For that moment. He took out a small piece of lint and again repeated that these things just sometimes happen. That was not comforting at all when I'm blowing smoke out my mouth to keep warm. a brand new 7k system and so far the first 2 people could not tell me what was wrong. I asked for the manager (EJ) to contact me regarding my experiences and it took about 1.5 weeks for him to call me back. I was told it would be 48 hours. I had to call a couple times to remind them i was waiting on a manager to contact me, while i was freezing. The third person when it stopped heating (on a day it snowed) was so much better than the other 2 techs. He was knowledgeable. He took the time out to explain certain things and walked me through the steps we would take to see what the issue was. His name was Keith Ketterman. The only person that showed compassion and that he was determined to see what the issue was on this brand new system. He ran multiple testes, checked thermostat, checked inside and outside unit and ultimately it was decided that a new Motherboard needed to be ordered. I requested he come back to install the mother board which took about a week or so to come in. He came in and installed it. It worked. my heat was starting to be consistent....Until Today 3/28/22. I called yet again to smo to tell them to get someone out to my home as this was getting ridiculous. Today, 3/28/22, it is still out again and i am overwhelmed with frustration as i should not have to have paid all that money for a brand new system if it does not run properly. I contacted EJ -Manager at 8:42am and followed up with him again at 3:53p after not hearing anything. i have contacted dispatch to confirm someone would actually be coming out today.... This situation has been a rollercoaster as i am not sure if i will have heat from day to day and no type of solutions thus far as to why this keeps occurring. I will bubble this up to the highest level read more

Worst company ever. Long term customer - wack customer service!! Stupid delivery people - deliver 20 gallons of oil for a 275 gallon tank in the dead of winter and expect it to last for months. I call customer service and they proceed to tell me to check the tank over and over again that I can see is registering on empty and refuses to send a delivery truck. What the hell type of service is this for auto-delivery. Also - price protection for oil is higher than any other company around in the area! read more

I resell propane and starting in Oct. my bill goes up .10 to .15 cents on a weekly delivery . I called and complained to the La Plata office and was told they could not do anything. Thats .30 to .45 cents per gallon increase in 1 month read more

I had a furnace and air conditioning service agreement with this company. So when my tankless hot water heater (WH) went down, I called SMO Energy for help. On Superbowl Sunday (2/7/21) the WH stopped working. I called SMO Energy and someone promptly answered. I was told someone could be out Monday or Tuesday. Luckily someone came out Monday. The problem was diagnosed that a new thermal fuse was needed and the unit needed to be descaled. SMO Energy needed to order the thermal fuse. After, two days had passed I called to check on the status of the part. This is when I found out the part had not been ordered. The part was then allegedly order Friday, February 12. My husband called the next week and was told the part was shipped. The during another follow-up call there were shipping issues. As of Monday, February 22 no calls have been initiated by SMO Energy as to the status of our service ticket. We had the suggested manufacturer service company come out to look at the WH and the unit was fixed in 1hr45mins. Also, the filter in the unit was still clean and it did not need to be descaled. I would not suggest using this company. Definitely not for your tankless hot water needs. read more

we are long term smo customers for our boiler and fuel oil delivery. they are not perfect, but they sure have some fine technicians on staff. our system was air bound and kenny brown spent several hours tracking and fixing the issue. our regular plumber could not solve. i was not even aware it was a covered by our contract with smo, and appreciate the quality handling. DAVE BANNER WEST RIVER, MD read more

A customer for over a year and their customer service is outstanding. Also they come in and service our appliances for an added fee and some of the most trustworthy technicians around. Very pleased with SMO and we're not going anywhere anytime soon. Thanks SMO! :) read more

I called them for a delivery, but since my wife and I both work, I can't have someone just sitting home all day long waiting for SMO to arrive. They seemed absolutely unwilling to work with me, not even being willing to give me a broad idea of when the delivery might take place on the scheduled date. Even the local cable company (not known for exemplary customer service) gives a window! I feel it is unreasonable and unprofessional for them to expect people to waste a whole day waiting for them to show. I think SMO needs to re-evaluate their customer service policies. As for me, I'll be looking elsewhere going forward. read more

I am a long time customer for both homes and commercial business. SMO is always responsive and usually does a great job. They can be a little pricey, but generally worth the price. However, I have service agreements and rely on them to keep HVAC systems running for both homes and business. In all the years, I've had two techs perform fairly when they could get away with it. But, upon recognition, the company quickly resolved any concerns. Kudos to Tech James Willett. read more

We have been customers of SMO for more than 10 years - they have been our propane supplies. We have never had a problem with fuel. Unfortunately, our ac & heat pump went out last year and we happened to receive a flyer from SMO touting their exceptional service installation and equipment. So we purchased a unit from them - bad idea. It broke yesterday. We were told that a techniciian would be here between 7am and 7pm today and would receive 30 minute notice prior to tech arrival. (WOW a whole 30 minutes - thank you SMO) Tech showed at 7:50 finished at 9:00 we were charged for an 1 1/2 hours, found out unit circuit board needs to replaced and we have to pay for another service call to install the part which we also have to pay for. 2 years for a $6000 piece of equipment? Junk. SMO is junk. Spoke twice with customer service reps who were both totally indifferent and lacking any empathy. Almost argumentative! read more