Excellent service, always nice & helpful. Travis was great! Appreciate always being responsive and answering any questions we have.

Wallace owns Carpenter and Smith, so the issues that have come from Carpenter and Smith seem very fitting to review under Wallace as any potential customer should be aware of the lack of service or danger to their home heating system by choosing Wallace/Carpenter and Smith. Carpenter and Smith has been the gift that just keeps giving. 5 months after cancelling with them due to poor customer service as well as technical service. 12 services calls to fix the issue that was never fixed.... And I just found out that they missed another mark that I told them about but they denied it being an issue. Please see my reviews to better understand how each technician as well as supervisor contradict another over issues all at the cost of my boiler not working properly or left with poor parts that can cause damage to it. As well, matters brought to their attention are never a big deal until they actually become one and then it always was a big deal. The great snafu of October 2024, started with the technician swearing my circulator needed to be replaced because it was old.... Nope, they wired my zones valves wrong. They replaced it any way and it made an awful noise every time it ran. I brought this to their attention. It was not a big deal. Every service call after that, I told them my circulator never sounded like that. They told me it was normal. 5 months later. Guess what, my Aquastat needed to be replaced and it had needed to be replaced for some time. It had been going bad. You know how you can tell, noises. The noise was it going bad. Carpenter and Smith misdiagnosed my whole system and almost created even more costly issues for me. A different HVAC company came out and have since remedy the destruction that Carpenter and Smith did to my boiler. Every call with C & S, I mentioned noises and nuances the boiler started to make after they replaced my zone valves and every time each technician told me they weren't issues. Now my circulator runs without making noises. Now my heat shuts off appropriately. Now the system is running more efficiently. Shame on you, Carpenter and Smith. read more

Been their client for 10 years, but when I moved they charged me over $400 for nothing. No matter how many people I talk to, they refuse to remove the charges read more

Justin came for a boiler cleaning. Courteous, friendly and efficient. Tech 698 - Justin read more

Brice #705 Good recommendations on boiler maintenance. Fast. Fixed issue. Good work. read more

They are overpriced, have delivery oil drivers that cannot hear and their customer service team really poor quality. Run from this company as part of pietro and they to are thieves. Go elsewhere as it took me 2 years to learn the hard way ... run read more

The company's service tech Paul, was absolutely phenomenal. He explained everything ahead of time, gave me ample time to finish making breakfast, and was both thorough and innovative in getting the job done. A job which entailed removing two old propane tanks and replacing it with a new and larger 200-lb tank. He then placed the new tank in a more convenient location, & closed off any windows nearby. Upon finishing the job he showed me pictures of before and after and the whole thing was done without a service charge. It was all done at no cost to us. Paul and this company ROCK read more

Today we had our annual burner cleaning. Matt, the Wallace technician, was excellent!! I had specifically asked for him since he came a few weeks ago for an emergency water leak repair. He was excellent then as well. Both times he answered all of my questions and explained what he was doing. He was professional and knowledgeable. I will not hesitate to request him again! read more

This rating is solely based on the technician Matt that came today. The Wallace customer service team is absolutely horrible. The service departments management also doesn't ever seem to have the right people at the helm. You roll the dice on the technician that may show up for your call. Today, the dice went in my favor. Matt Showed up, he was professional and immediately went to work on my annual tune up. Wallace, you got yourself a good tech when it comes to Matt. read more

I cant believe how much I dislike this company. They have milked me out of so much more money than I ever thought I could pay for a heating and oil company. I learned a tough lesson dealing with this company and I will pass it on to whoever is reading this. you better monitor the crap out of your energy bill because any chance they have to sneakily increase your oil prices they will do it. Then I made the mistake of using their installation service to put in a new oil tank. They found all kinds of creative ways to over charge me. Then when my oil ran out (waiting for the old tank to be empty before bringing in the new one) i had to pay through nose in the middle of winter to get emergency oil in my house so i wouldnt freeze to death and have my pipes burst. They literally had me by the balls. There is more to say about but you get the point. Never again Wallace Energy. Please stay away from this predatory company!!! read more

"David S" has reached out as you can see in the first review. I have contacted Wallace through their website - no response. We want out of this contract. We are being charged double for their services. The rest of the industry is charging half. This is an outrage. We are trapped. Raked over the coals because of their price gouging and now $400 to leave the contract and other hoops to jump through. Does the YELP world know if there are any government agencies to help against these predators? Thousands of dollars gone. read more

Great job from Tom #704who serviced our boiler today! Left everything clean, took some old parts away that had been left behind the boiler since we've moved in. He was helpful going over our service agreement and giving advice on future savings. read more

February 2025 heating oil prices in the Hudson Valley were around $3.79 per gallon, Wallace Energy Middletown,N.Y. Price gouging! I was charged $4.85 per gallon Total price $960.00. not my only complaint,the driver ran off our driveway causing 6 inch ruts a sloppy and muddy mess (as per our instructions the driver was not to use the driveway) if the driver followed the directions and parked on the road there is a clear path for him to walk a short distance to the oil tank. After receiving several phone calls from Wallace apologizing (how they can make it right) they would not lower cost of bill "saying I am a paying customer not Locked in therefore when oil prices go up we get hit." Wallace doesn't want to lose us as a customer but will not compromise on price. read more

Tony (technician 691) was absolutely THE BEST. He was prompt and very professional. Out of all of my experiences this was truly the most helpful. He answered all of my questions and even some that I didn't know I needed answers for. So grateful for his visit and expertise. Truly unmatched. Thank you Tony! read more

Tony to the rescue! We smelled something off coming from our furnace and noticed black soot around the furnace. We called the emergency number and Tony came out in the time frame they gave us. It seemed that a different tech that came out in February to service our furnace did not clean it out leading to a build up of soot. Tony took the whole furnace apart and vacuumed and cleaned it! While we will take our issues up with THAT tech from February, Tony was great! We will be asking for him specifically next time we need maintenance on our furnace. read more

Wallace Energy Propane costs have soared to $6.67 per gallon! The New York State Hudson Valley average price of propane is $3.49. Some would say that is excessive. My neighbor has Suburban Propane with low usage and is only paying $3.60 per gallon. Where is protection for the average consumer against gouging prices by a giant energy conglomerate? read more

Dante-683 came to my house for the second year in a row to service my boiler. He is always very professional and thorough. He is highly knowledgeable and takes the time to explain everything. Dante is an asset to Wallace and I for one hope to see him each year. Thank you for ensuring my boiler burns clean and runs consistently without a hiccup Dante! Hope to see you next year. read more

I received a propane delivery today 4/12/24 for 34.6 gallons @ $6.679 per gallon! I called 3 of my neighbors who use propane and asked them who they used and what they pay ( none of them using to heat their home, just dryer, fireplace and stove like us) there pricing varied from 3.86 to 4.08. I will be making calls on Monday for a new provide. I was a Malzahn customer and loved them but they sold to Wallace and since then prices have been steadily rising. read more

I called for an oil delivery since my neighbor uses them. The price was good, I had to unlock the freeze so they could do a credit check. They said they would deliver 4-5 days later on a Monday. By Thursday, when they clearly had not delivered the oil I called them and they said they couldn't because my tank is elevated on blocks. I was furious that they never called to tell me and my tank was even lower. I had to call the company I have used for many years but again had to wait a few days for delivery. My tank could have gone empty in all that time. Now Wallace keeps calling me to confirm I want to cancel my contract with them---DUH. They say they can't deliver oil to me and want to know if I am cancelling my contract? The stupidity is matched by the extremely poor customer service! I see they have a poor rating on yelp already. read more

I requested to have my propane tank leveled for efficiency purposes. i schedule 3 times and each time it was canceled due to tech not available. poor service. they also use a 3rd party vendor truck for delivery whic is concerning because you never know who is pulling into your driveway. read more

Just received service. Tony came to check things out for me because I had some concerns. He was punctual, polite and thorough. Tony took the time to show me switches and valves to help me better understand my heating system and what to do in an emergency. When he finished I felt confident and informed!! read more

had our furnace checked for the winter as we have a maintenance agreement, which I would always have , Justin was our tech today . very impressed with this young man , he explained all he did , plus polite, very professional. happy with our service . my pup liked him also !! read more

Wallace energy is ABSOLUTELY horrible!!!! My father in law has been without heat for 8 days because of tech. Who didn't know what in the world he was doing. No one is giving us answers this is absolutely absurd!!!! I have never seen a company operate like this!!! BEFORE ANYONE SIGNS WITH THEM PLEASE RETHINK IT!!! Run away from them because there customer service is HORRIBLE!!! 8 days and we had a snow storm on top of it! read more

I used Malzahn for years and switched to Wallace when Malzahn sold. I hoped their services would match the quality of Malzahn's, but boy was I gravely mistaking... I signed up for their service plan which entitled me to 24/7 service and oil tank fill-ups. It was a nightmare from day 1. There is either no communication between the staff at Wallace, or they just don't care. That's my best guess as to how they could fall THIS short 100% of the time. They didn't deliver on time which rendered my tank empty multiple times, causing the need for a tech to come out and perform a prime & start. This never happened in a timely manner. Leaving us with no heat during the winter time for days on end. (So much for a service plan). The '24/7 tech' service is a joke. They wouldn't show up. And then even claimed that they did show up and no one was home (which was not the case- we were waiting for them all night). This is just scratching the surface of the what transpired within the first month of my service plan with them. It was absolutely horrendous. They didn't hold upto their end of the deal. I couldn't trust them to keep our tank filled during the winter, so I cancelled services. To my surprise and without my permission or request, they randomly filled up my oil tank AFTER I had already cancelled with them, and sent me a bill. I expressed my concern with this and willingness to work it out with them. They responded with another bill, and tacked on over $100 in additional charges. I wouldn't recommend this company to my worst enemy and unfortunately will have to now take legal action to make this right. read more

We have been faithful customers of Wallace for the past year. Unfortunately, they don't treat their customers very well. We started at a rate of $2.99. But for the past 5 bills we paid $4.49 a gallon, more than a dollar fifty higher than the statewide average of $2.89. What we find really irritating, was their attitude that they would rather lose us as customers than correct the over billing. We use about 300 gallons a year. We had no trouble finding a replacement company willing to guarantee pricing for a year based on 300 gallons a year. Wallace is a company ruled by greed. Don't use them! read more

This company is not honest. it would be smart to not take the cap price on oil and take the spot delivery for oil. The main reason is that they mark up the price on cap and in my case 77 cents a gallon. They will respond with we are a full service company etc. The problem with that is when you sign a service agreement that is not accurate. Total rip off. read more

If I could list no stars, I would. We were so excited because everything they proposed sounded great. We were able to lock in a low price as long as we're under their smart plan. Then we were given credit because they didn't have to fill our tank twice. Then, last week, we asked them to use part of that credit to pay for this month's bill & at first they said sure or they could give it to us as a refund check. We said we might as well just pay the bill. Today, they called to say they couldn't use the credit to pay our bill because then it would raise our monthly fee. So we said that doesn't make sense but ok, then send us the refund check. They said this would also raise our monthly fee. Makes absolutely ZERO sense. SO basically what they're trying to do is making it feel like we're getting credited for the times we don't need our tank filled BUT in reality, they're keeping the money by trying to give their customers these runaround excuses. Absolutely ridiculous. I can't even how many people have been scammed this way. read more

After paying off my bill from a contract I was offered to reinstate my account. I mentioned I did not want continue business with them and I did not want any more oil deliveries. I received a oil delivery anyway and charged for it. I called asking why I was receiving and they told me I was still on the plan even though I specifically the rep I didn't want it. They then said they would review my calls and have me listen to these calls but heard nothing for a week. I called again and spoke with a supervisor Bianca, who then told another rep that she didn't hear me saying I didn't want service and also denied me listening to a recording of my call. All of these reps are promising things they can't deliver on at all. At the end of the call the rep then said that now all of a sudden I can listen to calls and offered me a $25 credit on a almost $200 bill I never asked for. Horrible service and communication. I will never use them again and definitely do not recommend AT ALL! read more

This was my first call for cleaning my boiler. Tony 691 came on time, he changed the filter, nozzle, took the burner apart and cleaned and adjusted what was needed, He pulled the flu pipe out, vacuumed the pipe and inlet to the chimney, sealed it with cement and checked for efficiency, put it all back together, cleaned up and made sure everything was working properly. I was very satisfied with his work. Thank you Tony for doing a good job. read more

NEVER use wallacecarpenter&smith, first they are a branch of a dispicable corporation out of NJ, the fuel they sell is 30% bio fuel, wich will damage fuel systems, and cause leaks due to degraded seals, they know this, and their answer is to try and sell you a chemical, they say will help stableize the crap fuel they sell at premium price, also due to the high bio fuel percentage, there is a signifficant loss of B.T.U. in short crap fuel, at top dollar, that you have to burn more of. Please look into it yourself, or call the office and ask them directly. read more

THIEVES bottom line they hook you then rob you... do not use this company look elsewhere! Just got robbed for a service agreement bc I didn't agree to continue w their crazy delivery prices so even tho I had 6 months left of coverage on my boiler.. LOOK ELSEWHERE.. WISH I CLD GIVE ZERO STARS read more

worst company I have ever dealt with. No accountability for actions or lack there of... Worst oil prices ever. read more

Don't fall for the bait-n-switch introductory contract offer with the 100 dollar discount. In the end they get you with exorbitant pricing that is more than1.50/gal higher than their local competitors which more than makes up for their scheme to attract new customers read more

I rarely write reviews, but I feel the need to share when good customer service comes my way. By good customer service, I mean a person to person interaction of the service needed while have a balance of human interaction, while needs where address, listening was engaging and results where performed. How can I say it?? Kim or as she may be known as Kimberly, walks the walk and talks the talk in representing her true self as she professionally represents the company. Hats off to you Kim, you are a true leader keep sharing your skills of empathy, happiness, and forward thinking when it comes to the customers, those skills are the rare gems!! read more

They spilled oil in my basement and outside. It took them almost a year to clean it up properly. I had to involve the DEC and other "threats" to get them to finish the job. Then when it was done, they wanted to charge me. NEVER. You have NO people skills. read more

Wallace contacted me to take me away from COD Oil with a slightly better price last year so I agreed to a delivery contract. Yesterday they delivered fuel oil and the driver's ticket said they were charging me $3.79 a gallon - COD was $2.55 a gallon. I called and complained and they dropped the price to $3.00 a gallon, but still much higher than NYSERDA showed the price was in our area. I said cancel my contract. Stay away from these people. read more

On Sunday December 6, my heat went out. I called the service line, someone was able to come fairly quickly (within 1.5 hours). When the tech came, he wasn't at my house for more than 10 mins before he said "the pilot light was out, i re-lit it, it will start warming up, however, if the basement door gets opened the wind will blow it right out." I explained to him that the basement door wasn't opened until after we had been without heat. He did not look into why the pilot light went out, he simply lit the pilot light and went on his way, . Early afternoon on Thursday 12/10, the heat went out again. I called again and explained the situation, that a tech was at my house less than a week ago but the heat was out again. The person on the phone informed me that the earliest someone could get to my house was between midnight to 3am. I accepted the appointment and my husband and I waited up. At 3:20am, when the tech still hadn't arrived, I called Wallace again and was informed that the person actually scheduled my appt from 12pm-3pm even though the notes stated midnight to three. At this point, the representative on the phone placed me on hold to reach the on-call tech to get someone there as soon as possible as it was under 20 degrees at this point and I had been waiting approx. 16 hours. He stated that he called the on-call tech four times but was unable to get in touch with him. I asked him what the next steps were. He stated that he would add me to the service schedule for the first appt of the morning, between 7am-9am, and would continue calling the on-call tech in the meantime. IF YOU CLAIM TO BE A 24 HOUR COMPANY AND YOUR TECH IS ON-CALL - HOW IS IT ACCEPTABLE THAT HE JUST DOESNT ANSWER THE PHONE?! He assured me over and over that I would be the absolute first stop of the morning if he was unable to get in touch with anyone Well when 7:30am rolls around I still had not heard anything. At this point, the temperature in my house was well below 40 degrees. I called again and was told that the tech was just loading up and would be there by 9am. When I explained the whole issue and informed them that I was supposed to be the first call of the day. I was met with " you are the first call of the day, he starts at 7am but still has to drive to the office, load up his tools and then drive to you." WELL IF THE TECH DOESNT ACTUALLY GET TO THE OFFICE UNTIL 7AM WHY WAS I GIVEN A WINDOW BEGINNING AT 7AM IF THEY KNEW THERE WAS NO WAY HE WOULD BE AT MY HOUSE BY 7AM. I requested that both the customer service manager of the agent who scheduled me incorrectly call AND the service tech manager call me to discuss all of the issues I faced. The tech finally arrives at 8:15ish, replaced a part on the furnace, that he said that the tech that came the first time should have seen and replaced immediately, which would have prevented me from being without heat, in NY, in December, in 20 degree weather, for more than twenty hours. NEITHER MANAGER EVER RETURNED MY PHONE CALL. Since it was the holiday season, I let it go, didn't leave a (warranted) horrible review, and didnt pursue communication any further. Well fast forward to today 1/4, I had a non-emergent service call scheduled for this morning (appt has been scheduled since 11/27). At 10:55am I received a call stating that the tech was running late and would be at my house between 12-2pm but closer to 1pm. As of 3pm, the tech still had not arrived to my house. I once again called the phone number, was told that he was going to put me on hold to get in touch with the service team to get me a better estimate. I was on hold for 16:30 mins before the call was disconnected on their end. So I called back and got a second customer service again, and am still currently on hold and have been waiting for another 19:35 mins AND COUNTING and still do not have an updated time for when the tech will be at my house. THIS COMPANY DOESNT EVEN DESERVE ONE STAR BUT YELP DOESNT ALLOW YOU TO LEAVE ZERO STARS, BUT IF I COULD, I WOULD LEAVE ZERO START REVIEWS ON EVERY SINGLE PLATFORM POSSIBLE. read more

wallace oil is great if you like to be yelled at. Let me run out of oil, then wanted to charge me a 60.00 delivery fee for an emergency delivery. I wish I could give them zero stars. read more

Wallace is the absolute worst in terms of customer service, responsiveness, communication, and follow up, not to mention the highest prices anywhere for propane and service charges. Many of the techs are learning on the job and really don't know what they are doing. I have had to hire another company to fix the problems they either created or left undone. Wallace installed the wrong size underground line from the tank to the house and I had to pay for trenching and installation of a new line. Then, Wallace took a full 10 weeks (ten!) to hook up the new line despite my calling them every week to finish the job. I finally had to call Astar to send a tech who knew what he was doing. Save yourself a ton of heartache and go with anyone else. read more

Edit 2: Nice of Jenna to post that response however I still have not had any follow up. I wish I could leave 0 stars. This is 7 days at this point. Imagine needing oil with no response for that long. They will overcharge significantly. This may be acceptable if they had any level of customer service. I have been waiting almost 2 days for a promised follow up. I have tried reaching out through 3 different outlets. Edit: Sill no follow up. I certainly would not feel comfortable relying on the company in any sort of emergency. If you have any other option in the world take it. If you have a deisel container go to the gas station yourself over using this company, it is actually cheaper anyway. read more