Slomins

My father has Been a Loyal customer of Slomins since 1988. Monday, October 27th around 11pm the boiler stopped working.My father called there EMERGENCY service.

I didn't know what was going on at first. My dad is a very quiet non-confrontational person. So when anyone hears him raising his voice they take notice.I immediately hear him say What do you mean? I hear him ask for A Supervisor.

The person tells him there is No Supervisor and that was the next Slot they had open was on WEDNESDAY the 29th.
He hung up frustrated and went into the basement against my better wishes because its two sets of concrete stairs and he's 80 years old ! He started trying to fix it. himself. After prompting him to leave it alone, I helped him back upstairs.
I asked him what does his contract say about Emergency Service?

At this point its cold and he is turning the Oven on to try to help heat the house.
I called the service back and spoke to a male employee asking questions on their policy on emergency service for customers,
Longer story short he didn't know . He got offended when I put him on the spot and said following: Yes, Slomins offers Emergency Service when you schedule it between 5 and 6 pm.
I asked him if I anything about that statement sounded right to him? You can get emergency service through Slomins if you call at 5pm before it happens?
I asked for a copy of the contract to be mailed because I want to see this in writing.
I said we wanted someone out here tonight.
He again said everything was filled and we were already in for Wednesday,
I asked to speak to a Supervisor.He too said No Supervisor was available. I said if as an employee you have an emergency yourself there is no one to call?

He said yes,Suggested I could call back when the office opens up. He also made it a point to let me know if we called anyone to come out ,there would be no reimbursement from Slomins!
At this point the house is freezing .I hung up and everyone started grabbing blankets and bundling up for the night.
I have a back fracture and my father has arthritis in his lower back so the cold settling in wasn't pleasant for either of us. Plus my 90 year old Uncle.
At 6 am I called and the EMERGENCY Service Answered and I told her I was making a complaint on what happened earlier. I explained I didn't like the way the first representative spoke to my father.

Also what the second employee told me. She confirmed there are no Supervisors to call. I asked HER what was Slomins Policy on Emergency service to its customers? and I felt our family being with them since 1988
someone should have Been there last night.
SHE said 24 hr service doesn't mean you get serviced that night,It means they take complaints 24hrs.She said the second employee should have not told me what he told me.

Also she didn't know how the first person Scheduled an Emergency for Wednesday. She scheduled a technician on the spot .I said that should have Been done before I had to call. A customer from 1988 should be be prioritized !
I said I wanted to speak with the owner to make a complaint. A customer for over 30 years should not have been treated like this and the Owner of the company should make this right.
Said it was not possible because the owners don't take calls.

I said I do! they can call me.
The technician was there within the hour and my father said they did a tune up.
I asked when was the last time the company did a tune up? He couldn't remember. I asked wasn't that a part of his contract scheduled tune ups?

He said yes every February. I told him I don't remember a service call for February 2025.
At this point my father is walking extra bent over from being cold over night.
I started researching the websites and anything to help me familiarize myself with Slomins.
Seeing my father in pain for 2 days angered me. I called and they let me talk to a Supervisor who I ended up having a yelling match with as she tries to gaslight me into believing 24hrs a day 7 days a week emergency service DOESN"T mean same day. I presented a scenario if a new store in her neighborhood advertised that same thing, and she went there at 3 am and the doors were locked what would be the first thing she said?

She yelled that this was different because Slomins was not a Store!
The debate was on at that point. I point blank asked how many meanings does 24hr 7 days a week have? She totally deflected and said we received service the next day,
She said she found out they had a lot of call outs and they were to capacity and couldn't service anymore calls.I asked why didn't someone just say we are so sorry! You are a Valued customer,we had an issue with drivers calling out, but we will have someone out there first thing in the morning and we will credit you for 2 deliveries or lock in a lower rate on your contract.

My dad would have been satisfied. But I made her aware someone loyal for over 30 years to a company is rare and should be treated as such!
I asked Why did we have to go through all of this? Not to mention I am in pain too !
And if she would like to see her elderly parent in pain for 2 days?
She offered 50 dollars!
I told her I wanted my fathers original contract from 1988,which she said they didn't have with no explanation.
I wanted contact with the owners,because they need to know how a customer for over 30 years was treated,and offering 50 dollars was an insult!
At this point we are screaming over each other.I told her that what she offered was an insult and she said that is all she could do, I hung up.
I AM A PISSED CUSTOMER! I HOPE THE EVERYONE AND THE SLOMINS OWNERS READ THIS.
I KNOW EVEN IF MY DAD DOES NOT THIS IS A BREACH OF THE CONTRACT WHERE HE AND I BOTH COULD SEEK DAMAGES .

HE HAD TO GO TO THE DOCTOR THE NEXT DAY!
I AM A PISSED CUSTOMER FOR MY ELDERLY FATHER.

A LOYAL CUSTOMER SINCE 1988!
PS. Not to mention after looking on their website it says Technicians available 24hr 7 days a week ANYTIME,DAY OR NIGHT FOR AN EMERGENCY.
And they have NEVER mentioned a service he could purchase where they put an Electronic Monitor on your Equipment that Alerts them your Boiler needs Service,
and you get a text !
A Customer for over 30yrs.
A Convenience they should give Contract Customers and it would keep my father from going up and down stairs when we have AN EMERGENCY SLOMINS!

Within the last few days, as temperatures in Vernon plummeted toward 0°F, Slomins Oil Delivery failed to fulfill a critical heating oil delivery in a timely manner. Despite the extreme weather advisory and my standing order, no delivery arrived when the tank gauge was showing in the reserve area.

This could mean that in these extreme temperatures the tank could be nearly emptied and sludge could get into the line, damaging the boiler. This was not a minor delay; it was a total abandonment of service during the most dangerous cold snap of the season. A home cannot function at near-zero temperatures without fuel, yet my tank was allowed to run close to empty due to their logistical incompetence. Because of consistent extreme temperatures prior to this issue, and since I am on automatic delivery, this was a clearly negligent breach of contract, because under an automatic delivery agreement I should not even have to worry about my tank being emptied.

When I reached out for help as the house grew colder, the response from Slomins Oil Delivery was entirely unhelpful. Rather than prioritizing an emergency delivery or providing a concrete timeline, the staff offered no real help. No accountability for the missed window. Vague, unfulfilled promises like 'checking with dispatch' or 'you should get a delivery within a few days.' Basically, each representative and even so-called supervisors parroted the same script over and over again.

A complete lack of urgency regarding the safety of my household. Customer service exists to solve problems; in this instance, they only added to the frustration by providing zero actionable support while I sat in a freezing home.

For such a big operation, you would think they would have their "ducks in a row" but they do not. Unfortunately, I had to deal with an inexperienced young technician that didn't repair a leaking oil filter on the first visit, which required a second visit from a much better tech to solve.

Additionally, a crack in my tank was also initially detected, which then caused the need for a temporary tank and all of my freshly filled oil to be removed.
I was told I would receive a quote/callback to discuss a tank replacement, which was rejected since I had informed them I decided to convert to GAS. Slomin's claims they do not have a record of me informing them that I was converting to gas.They claim on my record there is nothing stating I am converting to gas, when this was clearly conveyed to them..."selective or non-existent note-taking" on their part will always suit their narrative, not the customer. You have been warned.
All I have to say is the transaction was SHADY as the tech just took my credit card and never provided a receipt or terms of service or explained anything about the temporary tank and I never signed or witnessed anything. Needless to say Slomin's completed subbed out the job, charged my card and then, days later, tried to charge me TAX to my Slomin's account because...

the tech never handled the transaction properly so Slomin's can price gouge.
If that wasn't enough, after informing Slomin's I wanted the oil and temp tank removed since I was switching to gas after this horrible experience, and I didn't want get charged MORE for having the tank longer, they sent somone over to SPECIFICALLY FILL A TEMPORARY TANK THAT WAS 75% FULL IN THE MIDDLE OF THE SUMMER.
Think about this... is this the kind of business you want handling that smelly, messy expensive oil system you have or are maintaining? This experience was certainly more than enough to fully convince me to definitely DITCH SLOMINS and moreover...

convert to Gas. Good luck!

Terrible Service from Slomis - Avoid at All Costs!

I am extremely disappointed with my experience with Slomis. I have been waiting over a month for an emergency fix on my oil burner, and what I received was nothing short of a nightmare.

They came out three times just to replace a tank, and charged me over $300 yet the problem was never solved.

To make matters worse, now they are claiming I need to contact one specific person who is supposedly in charge of fixing my burner. The thing is, Ive called them multiple times over the past month, and this person is always unavailable. Its incredibly frustrating and unprofessional. It feels like they are operating with only one person responsible for all these emergency repairs, which is unacceptable.

Overall, Slomis has been a huge disappointment.

Poor communication, unnecessary charges, and a complete lack of accountability. I would strongly suggest finding another company this one is not worth your time or money.

Sales rep sold me upgrade in 2023 and did not tell me it was a five year contract. I signed over the phone with him and did not read contract.

He never told me it was for five years or I would never have signed it.

Long story short, it was my mistake for not reading contract word by word while on the phone with him.

Please train your employees to be fully honest and transparent with their customers. Called a few times regarding this situation , and your customer service employees need additional training also. Woman who helped me was not customer service oriented, dismissive and rude. Also would not let me speak with supervisor.

She told me there was no one in charge.

Thats it.

I have been a Slomins customer since 2007. I would never recommend Slomins.

I received a letter stating that since I had a standing balance of $217, they were not going to deliver my oil. I paid my oil bill in full and was debating whether to pay for the service contract.

In the meantime, I was away and checked my oil while I was on the phone with the representative. It is under a 1/4 of a tank, so she tried to cancel my service contract. I realized that I better keep it because the oil is so low. It's probably going to get the sludge from the bottom and wreck my oil burner.

I was scheduled for a delivery on December 24, 2024, but due to my balance from my service contract, they did not deliver the oil. I asked her to have it delivered tomorrow or Monday and she hung up on me.

Who cancels oil delivery when it's under 32 because I have a balance for a service contract, not for oil payment? My oil bills are always paid on time and I am a senior citizen!