Carroll Home Services

Called Carroll assuming that they can fix our broken A/C and relieved us from the stifling heat. A tech, who was promised to come between 12-3, came at 4:30 for a diagnostic visit ($99) and claimed that they did not have the part to fix our A/C. Next morning we got a call from Carroll saying the repair was going to cost $700+.

Instead of using them, we called Long Green. They arrived on time, were totally honest and had the part in their van. They were also trustworthy and transparent. The cost? $350 for the repair and peace of mind.

I have used Carroll on and off for few years but will never use them again.

Today I was grateful to meet the high quality tank crew of Matt & Ed. Our church oil tank was having a problem with a device called the "vent alarm". When Matt & Ed drove up in their clean Carroll Home Service truck, they walked over to the tank, removed the cap where the oil goes in, blew in it and said "It's broke". Thinking I was about to be taken for a ride, I asked them to explain how they came to that conclusion. They then unscrewed the vent pipe, showed me a piece of plastic that fell out of the tube and said "That shouldn't be like that". Thinking I was still on the ride, I asked "Okay, what's it suppose to be?" That's when Ed went to their truck pulled out a good vent alarm, showed it to me, screwed it onto the tank (I skipped a couple steps here), blew into the opening where the oil goes and I heard the high pitched sound! I now understand why it is called the "vent alarm"'. Seeing that I was very low on oil, they then pumped some oil into the tank to hold me until a delivery could be scheduled. While the oil was being pumped into the tank, we heard the lovely high pitched sound from the vent alarm.

Bottomline, Matt & Ed know their stuff, know how to explain stuff to us novices and are a superb example of high quality service.

This is how you build loyal customers!

Carroll has always been great. Fast delivery and service when needed. Communication is always great and the techs are always prompt and courteous.

I have been with Carroll over 20+ years and I have NEVER been disappointed with their SERVICE or PRODUCT. They are indeed Consumer Friendly....

Service techs are always professional. They always call when they are on their way, very conscientious about keeping the area they're working in clean and not messing up the floors.

Like someone else stated, you have to specifically tell them to stop auto delivery AND auto pay, but that may not stop them from calling! When i first started my plan with them in January, they wanted to setup a payment plan that would have me paying them 300 dollars more than what i would use and then they would cut me a check at the end. I manage my own money and honestly do not need or want a payment plan, but they push for it with free delivery service.

Okay, so 2 months go by and i have my identity stolen. I get all new credit cards and call carroll like everyone else. They are all set with my new info and card number. They charge my void card the following month! This takes 3 calls to carrol and two to my bank to settle. Okay.. Fine maybe they just made a mistake.

3 more months go by and i settle my balance and tell them to stop payment. Then i see a payment of 100 dollars two months later. They charged me twice after i canceled! I call back and c a n c e l payment. The credit me within a week. Really irritated at this point so i check prices and find someone to fill my tank in the off season.

Now it is October of this year and i get a call from a delivery driver asking where my fill is for my tank. I tell him that i do not have a Carroll plan this year and that my tank is completely full. He is like well your on the schedule buddy. I call carroll and get a lecture that i did not canceled auto delivery but i did cancel my payment plan. Upon explaining their price was not the lowest this year she then tells me she is going to check in periodically to make sure i have the best price. I said no thanks and ended the call.

It is now the second week of december and this is the first week that they havent left at least 3 voicemails on my phone. They must have called me 20-25 times in 2 months. They dont listen!

Im using a local place now and i pay cash at time of fill and i tip the driver. Thats all i need and its great.

Edit: Just want to give a quick update. It has been over 3 years since i converted off of oil. Carrol still sends weekly ads to my house trying to get me to buy oil from them. I have to say, once you buy from this company, you are a goner for life it seems.

Horrible- DO NOT DO BUSINESS WITH THEM. After being a customer for 30 years, we had to switch because they provided NO customer service and lied consistently to us. They have let us run out of oil twice-now even though we are on auto fill. After calling them on a Friday morning at 6 am to ask for a refill, we had to wait until 2:30 am the following day to get a technician to our house who arrived without any oil! Somehow he got us 10 gallons for a temporary fix until the following morning. We then called Carroll at 7 am Saturday to schedule a refill. Despite telling us that they would refill us as soon as they could, they never showed up. Another phone call to Carroll only to find out that the "General Manager" made the decision to take all of their trucks off the road. So- we are on day 2 without heat and without any options since Carroll has no trucks, oil, or courtesy to help us-- a 30 year customer.
All in all, we have made 7 different phone calls to Carroll starting at 6 am Friday morning and have been told a series of lies about when we would receive our oil: we were "3rd in line" at 6 am, somehow fallen to "85th" at 4:30 pm, told at 7:30 pm that we were "next", then told by the technician at 2:30 am that he never received any instructions from his dispatcher that what we needed was oil. At 7 am Saturday, we were told that we were "a priority" but by 5:30 pm we were told that we were scheduled to get fuel sometime on Sunday.

Ran out of oil and called in to have them come out since a winter storm was coming. Was told they couldn't get a truck out till three days later. Called multiple times to get it done sooner and all they could do is bring a small amount that lasted all of one day. Had to call again and all we could get was another small amount. All of this while it was snowing outside and we were freezing inside our house trying to not use up the small amount they gave us. Only reason I gave 3 stars is because the guys who came with the emergency amount were very helpful.

Started off good after another company left me with no oil. Unfortunately, after being a customer for four years I found out I was behind in my bill by almost an entire season's worth of oil. I never received any notice at any time that I was behind. I always paid my bill (monthly plan). I wrote a letter questioning the amount. According to their policies on the back of my bill, they are supposed to 1) acknowledge receiving my letter and 2) investigate my claims and provide a response. They did neither. They did send my account to a lawyer to collect payment (against their own policies as stated on the back of my bill). THESE GUYS ARE HORRIBLE AT BILLING, AND CUSTOMER SERVICE IS ATROCIOUS. USE THEM AT YOUR OWN RISK. I'm still trying to resolve this issue and winter is coming.

I just spoke with Unique in customer service at Carroll and she was EXCELLENT! She was truly professional and provided me with incredible service. I have found all of the people I have spoken with there over the last three years to be phenomenal. I would highly recommend Carroll Home Services, customer service agent Unique and all of their staff to my friends and family. Thank you for taking such good care of us!