Unsatisfied Customer service by
I have been with Aero Energy for 12 years and have 3 fireplaces, gas Hot Water Heater and gas backup. I recently called them for service on 2 of my gf, one had a small leak they fixed it. The other fp something is wrong, when you turn it on there is a slight hesitation and a poof sound. They informed me they don't fix or attempt to fix fireplaces. Over the last 10 days I called several places, no one in my area services Desa Intl. fp. I finally call Suburban Propane, talk to the service dept. manager, he knows exactly the problem and can come take a look but no gurantee he can fix it. He is willing to look and tell me what I need to do. However, I am not a customer so I would have to switch my service to Suburban Propane.I call Aero Engery back, that claims to be full service, I have had them for 12 years and tell them I have a chance to save $5,700 instead of buying a new fireplace, to possibly get mine fixed. I have finally found someone to work on my model, however I would need to cancel and switch over my service. They said you signed a contract and grandfathered your rate in. (which by the way the new company still beat their rate by 30 cents on the gallon) I would have $150.00 service charge since I signed the price guarantee contract if I leave. I said this is not of my doing. You said you were a full service company now after 12 years I need help fixing my fp or just looking to tell me what's wrong and Aero doesn't do it. The Aero customer service rep even put me on hold to go to her manager and see if they could waive the 150.00 once she understand. I don't have a choice I have to leave Aero if I want any hope of getting my fp fixed and not replace the old one. He refused and said NO. I am disappointed in Aero Energy! What happen to helping people and customer service. It's all about numbers and profit. Oh and FYI, the tech was nice and when he was checking for gas leaks he even said I have been telling Aero send me to training so I can service fireplaces. Even the gas guy wants to learn but AERO I guess has other plans. I had to pay the 150.00, to get out of the contract. If I can save one person to let you know AERO Energy does not service Fire Places. Good Luck.
HORRIBLE PRICING AND CUSTOMER SERVICE by
So I just got raped this week by my "oil company".... Prices almost 30-50 cent per gallon higher than any company in Baltimore. Yet earlier in the year they told me I could not lock in my rate because I had a credit in my account of $600 so I had to get flex pricing to spend it. SHOCKING that my delivery this year occurred when the home heating oil prices reached an all time high this winter. Lets just say SCREW YOU "Aero Energy". I have been buying oil for ~4 years and I could not even get a concession on the price. Or one of those fancy little credits you provide everyone for the most idiotic of reasons. Your pricing makes no sense and your customer service is abissmal
Customer Service by
A big thanks to customer service!!! I inadvertently didn't send in my propane service agreement sheet last year that would keep the propane cost/gallon at a maximum price. When my tank was filled last week, the cost was far more than expected. Customer service faxed me the form and then immediately reduced the cost by 86 cents per gallon. That's a BIG savings. THANK YOU
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