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February 2025 by Jason Caron
Changed My review after getting a call form head office after seeing the issues with the account. Mistakes happen, but they did work to make amends.
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February 2025 by Linda
Lina was very helpful with taking my payment over phone and setting me up on the portal to make them online as well. She merged my multiple accounts I handle for clients with ease and had me set up in no time. Now all I need to do is reset my password and I should have access to all the linked accounts. #ROCKSTAR
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February 2025 by Tina Brady
Have been waiting for a refund since 12/03. Have contacted SMO 5 times (spoke w/4 different people - i have names) since then. On 2/10 was told that it had been submitted on 2/07. I asked if my refund would include interest or a late payment fee since I had been waiting since 12/26 (date after waiting 14-21 days) because if I was late paying the bill I would incur those fees. I was told rather snippy, "you will get $$$ your original refund nothing more". I returned the snippiness and told her it was ridiculous to have to wait this long for a refund. I told her I would wait until 2/22 before calling back.
SMO used to have good customer service. I definitely won't say that now. When i called i had to wait on the line (or couldve opted for them to call me back when they're available) for a minimum of 20 minutes and waited once for over an hour. I was told twice they would check on the refund and call me back. That didn't happen either time.
I guess now I have to wait, again, to see if the refund comes prior to the 21st as promised.
This is just one thing for me to complain about, there have been other things since October.
I had been a loyal customer for 28 years.
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February 2025 by T M
After calling to not renew my service contracts they withdrew 714.90 out of my account. I started calling over and over again to get it's fixed but money never put back in my account! I talked to a customer service fella there and he saw what happened and after talking to his supervisor for over an hour he said my account would be credited back within 10 days. Finally I talked to Jan and she fixed it! Then Jessica called and confirmed that the money was back in my account. Thanks Jan and Jessica!!
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February 2025 by D Arm
SEE ATTACHED PICTURES! I had a service contract with SMO since 2013 when my boiler was installed, ensuring annual inspections and maintenance. Despite trusting them for years, they failed to identify or address critical damage - damage that only came to light when I finally called a new HVAC company in December 2024.
In March 2021, SMO technicians came to repair a leaking fitting, but corrosion and buildup clearly indicated the issue had been present long before. The fitting was tightened by the tech using long pipe wrenches (see pic). While unknown at the time, that repair caused extensive damage inside the boiler, hidden behind the access cover.
Annual inspections in 2022, 2023, and 2024 repeatedly noted leaks and discrepancies and failed to note the damage caused in 2021. No follow-ups or repairs ever happened after any of those annual inspections. Every time I called to ask for repairs to be done, I had to take a day off work to meet another technician, only for the cycle to repeat.
I finally decided to move on from SMO and asked Taylor HVAC to take over service. They inspected the system in December 2024 and found severe issues that SMO never addressed, including a bent supply pipe, broken air vents, a leaking LWCO pressure sensor, and worn ignition components—all signs of damage from the 2021 fitting repair. This damage was neglected for years. Given that SMO was the only company servicing my system until this point, they are fully responsible for this avoidable damage.
I’m posting pictures showing the damage caused by SMO’s poor repairs and lack of maintenance. They damaged the system in 2021 and for the next three years failed to notice the damage in annual inspections. The Taylor gas Tech found the damage the moment he took the access cover off the boiler. Clearly inspections were either rushed, incomplete, or simply not done.
I have given SMO plenty of opportunities to return my calls and emails requesting they fix the damage; they have all gone ignored and un-returned. So my only recourse is to leave this review.
The estimate for just the parts to repair the damage came out to $1,940.58 and there will be labor on top of that.
If you value reliable service, avoid SMO at all costs.
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February 2025 by Brian Norcross
Terrible customer service
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February 2025 by Tyler Kleist
2 months, 2 cancellations and 1 service tech who shows up at the door with the wrong part and no tech order for the tune up. This place is a joke. as soon as my service contract is up, I'm moving on.
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February 2025 by Timothy Sanchez
Excellent service! I called in with a question about billing, and Lina helped me out tremendously. I was mistakenly billed at a different rate than I was originally quoted, and she fixed it right away, and also helped me access the online portal. Thank you!
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January 2025 by vasilis.tziamouranis Vasilis
Drivers most likely hate their jobs. They don’t care is your out of propane they just get up and leave. Customer service gives you the run around and can’t provide any answers due to different departments and once you finally get someone that might provide answers there responses are Who did you speak too or we will call you back. I’m out of heat due to there negligence with a baby in the house and overnight temperatures in the 30s. Completely unreliable and would absolutely not recommend to anyone.
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January 2025 by Dorothy J Curtis
Lina was kind enough to share info about services the company provided that I was unaware of. Lina was professional and efficient in responding to my request for services.
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January 2025 by Wesley Cover
Horrible, they left my elderly parents with little oil during the coldest days of the year. And now they have messed up the delivery to Cedarville Assembly of God, and the church has to cancel it's entire service because of this failure!!
Multiple calls and broken promises and many families affected.
SMO keeps telling us how much oil we have in the tank and when we check, it is way lower than what they think. To walk into my parents house is like a refrigerator and you have to wear multiple layers. SMO knows this and has known this for several days and yet, still no oil, they just keep saying, "ticket is printed, we'll be there soon." Sad to see just another business in the area that once was good, become far less than good and now has negatively affected not only the elderly but prevented an entire church to shut down because they failed to refill the churches oil per their automated refill contract.
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January 2025 by kevin stancil
Techs are great, but administratively they are terrible. Been a customer for 4 years and as soon as i got new equipment installed its been a nightmare experience. My account got lost in scheduling when we loss cooling when our newborn arrived. Every time i have to explain my account. You cant use the portal to schedule anything if you arrange a payment plan. And billing is either overcharging or never correcting my account. When you complain, they just make note and say they will do better next time. After my service agreement ends, I plan to change and not look back.
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January 2025 by Robin McCauley
We've been with SMO since buying this house in 2004. A few problems along the way resolved in a timely manor til now. Saturday,the 4th, furnace wasn't sounding right, realized the tank gauge was on "E". Called about 11 p.m. to make problem known. Someone came Sunday to check it out, put about 10 gallons in the tank to get us through til Monday, the 6th. Of course we got the snow it called for.... Tuesday, the 7th, oil was delivered to the WRONG tank due to driver error( which was verified by SMO in the notes that had been made by previous calls). Today Wednesday , the 8th, there will be no delivery. We were told it could possibly take til the 14th, NEXT Tuesday, for a delivery.
Update : we had oil delivered today Wed.the 8th about 3:30 ! Thank you to Lena(?) for all your help !
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January 2025 by Eldon W Baldwin
I am an SMO customer with propane furnace and hot water heater purchased and installed by SMO and am subscribed for automatic propane delivery. For reasons no one can explain, SMO failed to refill my tanks in December as scheduled, which I discovered when my furnace shut down yesterday because my tanks are empty. I'm spending the two coldest days of this snow storm without heat or hot water due to SMO's failure to provide the services they sold to me. Hoping my pipes don't freeze tonight!
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January 2025 by Donna Forrest
Lina was very professional and courteous while assisting me with the new payment system which is not working properly. Lina was able to resolve my issue 😊
