Carroll Home Services

Positive and professional experiences.

Customer service - professional and courteous. Willing to assist.

Technicians - professional, courteous, knowledgeable & efficient. Doesn't take long to ID problem and repair.
The techs explain the problems and solutions. Never leave a mess to clean up.

I had to give them 1 star to post this review. If I could, I would give them -5 stars.This is the most unprofessional company! My order was scheduled for Monday, but they never showed. I called and was told they would deliver Tuesday. They didn't because it was too dark. According to the supervisor, since my oil was on the truck for delivery Tuesday, I would receive it today. I called today and guess what? They said it will be delivered tomorrow! They have my money, but I don't have my oil and no one can give me an explanation! Still waiting for a call back from Sarah or Darlene to get on the schedule for TODAY, not tomorrow. Of course, if they wait too long, it will be too dark to deliver. SMDH

I was unable to replace my furnace at the scheduled time. Brenda at Carroll fuel walked by oder for fuel over to the desk. Instead of haveing to wait a couple of days for the delivery, Mike delivered the fuel within a 2 hour window. The customer service I receive has been nothing but stellar.

Get ready to wait. They are quick to sell. And the lady who sold me the plan was super nice. But when it comes time for service it's a waiting game. Waitiing for a scheduled service appointment for 4 hours, then I decide to call which I waited 50 minutes on hold. Then guy on the phone says he doesn't know for sure when the tech will arrive but he "assumes" it will be an hour and a half. As if I have nothing else to do than to wait all day. Absolutely ridiculous.

Carroll is great. Usually no wait in getting a tech out for help. Had to call out a tech because I accidentally turned off the emergency switch (I had no idea what the switch did). The tech was super nice about it and went ahead and did a cleaning. Something went wrong and the heater didn't work the next day, so I called and they sent out a follow up tech. Muhammad tech #179 came out and took a look. He was very nice and respectful and fixed the problem.

I am currently deployed to Bahrain for the Navy and this Company has been nothing but trouble. My wife and I had a new oil furnace and AC system installed about 15 months before I deployed. Several months after the install we noticed a small amount of residue building up on the exterior of the flue liner which I didn't react to as I had seen small traces of this on our old furnace and knew that it can sometimes happen when condensation occurs in the exhaust. In hindsight, mild temperatures may have been masking the issue (since the unit wasn't running as often). Right before I deployed I noticed that the residue had gotten much worse and decided to get a Carroll service tech to look into the issue. I did plenty of research before he arrived and told him that I was fairly certain that exhaust temperature was running too low and leading to the moisture issue. He agreed and discovered that the oil injector nozzle on the burner that they had installed was undersized with respect to what is required by the manufacturer's spec sheet on the furnace. The specs are posted on a sticker on the furnace and clearly I could see that the Carroll installers didn't check this when they installed the product. He quickly swapped out the nozzle with a larger one and the exhaust temperature increased (surprise!). The tech was sure to note the discrepancy in his service report so that I could attempt to avoid the $110 service charge. A month later I received the bill and called Carrol to explain the situation. The lady I spoke with said she would speak to her manager to waive the fee....this never happened and I just keep getting the bills. In fact, I'm pretty sure they stopped delivering oil until we pay the bill. Nonetheless, this $110 ripoff has added stress to my wife and I at a time while I am deployed for the Navy overseas. Despite multiple phone calls, they refused to waive the bill stating that I am outside of the 12-month labor warranty.

UPDATE - Carroll Home Services finally came around and refunded my service fee...I've adjusted my rating accordingly.

Milady, from their Baltimore location supplied me an extremely competent exchange and excellent service. I am overly aware that the success of my customer service interaction is dependent on my attitude and ability to conduct myself professionally. Being so, I am aware of the delicate line between supplying great service and receiving great service. A customer's understanding and interpretation of this service must not conform to the antiquated view that “the customer is always right.”

Being aware of this commerce dynamic I take every necessary step to assure my customer service experience is proficient in leaving me less room for misunderstanding or misinterpretation. Thus, it is rare for me to end a call without leaving my customer service personnel in a pleasant mood so to help them continue to supply the next customer their best service. We must do our part as customers. I highly recommend Carrol Home Services.

my account was set for automatic deliveries and was suppose to be filled on the 31st of january. no one ever showed up to fill the tank and we ran out of oil. carroll fuel was unable to give a reason for the missed delivery. while we are very dissatisfied with the missed delivery, the technicians who came out to restart our burner were very professional.

Dealing with this company has been a nightmare. I was in their program that spread out the cost of heating monthly throughout the year.

June - I had mini-splits installed and also received my final yearly bill from them. I called to cancel and they offered to push the final bill to September. Great, cost deferred.

July - Receive another final bill from them. It's not September, but that's fine. I'm pretty sure I called again at this point to pay and terminate service.

August - Receive a bill for 130$ as if I was still in their monthly program. Call, third month in a row. Tell them I'll call them when I need oil, I don't need this program anymore.

September - Another bill for 130$! How hard is it to remove me from this program?! Call again, tell them it's ridiculous and once again ask to be out of this program.

November - I got a different kind of bill in November. THEY DELIVERED OIL TO MY HOUSE AFTER 4 CONSECUTIVE MONTHS OF ME TELLING THEM I DIDN'T WANT OIL. Thankfully my tank was 3/4 the way full so the damage was *only* 100$.

Resolution? They admit they are "partly responsible" but it was still (mostly) my fault because I (allegedly) only asked to be taken out of the payment plan and not the auto delivery plan. WHAT?! What part of I won't be needing oil and can call you when I do don't you get?

So now I have oil I didn't ask for. I could either blow a day of work and have them remove the oil or buy the oil at 1.79$ / gallon. I opted to buy the oil for two reasons, first, I'd be losing more money staying home from work than I would paying their ransom. Second, they said it would be "difficult to get exactly what they put in", which I took as an implication that there was a chance they'd be taking more out than they put in.

I've closed my account. Regardless of who is at fault for the oil delivery, it took four months to make a simple change to my account. I strongly recommend that you do not do business with this company.

I have been a Carroll customer for 11 years, but today I am beyond frustrated. At the end of my 4 hour service appointment window with no phone call saying the tech was running late I called and was told he was in route to my house. 30 minutes later he still hadn't shown. I called and they told me the tech was still on his previous job. After telling them I was just told he was on his way they changed their story and said that he was actually on his way. 15 minutes later a very rude technician, Scott, showed up and argued with me that he was not late. He then stormed out of my house banging his tool bag and bucket all over my furniture claiming he was leaving. After another call to customer service I got a passive supervisor, Chris, who did do his best to get another technician dispatched the same night, but he was not very apologetic. I was not allowing Scott back in my house. My husband had gotten home from work in the midst of all of this and spoke with Scott who was sitting in his truck. Scott insisted he did nothing wrong and was unapologetic. My husband and I own a company and would never allow our employees to treat a customer the way I was treated.

Last winter they let our tank run dry despite being on auto fill. It took them 12 hours to fill it despite my constant calls that I had a child home sick who also happens to have asthma. I got the run around every time I called getting different stories each time. The last time we had a service call the technician was over 2 hours late. Same issues. No phone call to say they were late. No apologies. But at least he was kind.

Their services and employees were excellent until about a year and a half ago. I am not sure what changed in their company, but I will be canceling my service soon.