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April 2024 by Sandi Graziano
I have had issues since day 1. I stayed for 6 years... Finally changed... Funny how the new company says the national average is less than what I was charged...I wish I had changed sooner.**Edit** the matter was not resolved as I still have $800 worth of oil I couldn't cancel and have to pay for when I didn't need it and didn't want it... It was resolved because I switched to a different company, who charges accordingly(not more than$1 above the average!!)and makes it easier to cancel unnecessary fills. So no thanks on the matter being resolved because the resolution is me paying for oil I didn't want, need nor budgeted for.
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April 2024 by maddy mahoney
Wrongfully billed me for a $250 charge, then suspended my oil deliveries because I didn't know I owed them money so I didn’t pay it. Never notified me that I owed them money before stopping deliveries for oil which runs my heat and hot water. I have also been run out of oil twice when I am set on autopay and auto delivery.
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April 2024 by Emily Iason
I’ve been a loyal customer for 7 years and have been happy with their fuel oil delivery service. However I went ahead and got a boiler tune up with them. It’s a pretty new boiler and had been working well. The tech who came to do a simple tune up said he was new and left saying all was good. Since then my boiler has stopped working 3 or 4 times leaving me with no heat. On the third visit they replaced an expensive part saying that solved the issue and I’m now without heat again. Yesterday they told me someone would be here two between 8-12. I waited and nothing. When I called they said I would have to pay extra to have them come or I could wait until tomorrow. I opted to wait and have no heat. I’m not happy with their repairs (it seems they caused the issue in the first place) nor the customer service.
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January 2024 by Kate C.
Complete disregard for human life, especially a first responder and his wife and BABIES! Horrendous management and embarrassing customer service, DO NOT GO TO THEM
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January 2024 by Patrick D.
"Since John Ray & Sons keeps deleting and untagging my post, I'll share it myself.I signed a contract with John Ray & Sons after purchasing our home in June of 2023. I immediately requested for a boiler tune-up for cleaning and any recommendations for preventative maintenance or repair. After the boiler tune-up, we were left with no documentation on work performed during the visit, and a call to customer service only yielded minimal service notes stating it was serviced. Fast forward to December 30th 2023, while on-duty at work as a Firefighter I received a call from my wife at 4 am stating the house smelled like something was burning and smelled strong. I told her to leave the house and take my 3 year old and 6 month old sons to a family members house. I responded to my home with a 5 gas meter to find black smoke coming from my chimney, 250 ppm CO in the house and a strong smell of fuel oil throughout. I immediately evacuated my 2 dogs and began ventilating the house. While waiting for John Ray to respond, I opened my boiler to find tremendous build up of black soot throughout the entire unit. Once the technician arrived, instead of an empathetic phone call from the Dispatch Manager Matt Williams, I was told that I should not have opened my own boiler to inspect and discover why the unit was so full of soot, and that I had just set his technician back "5 hours" by opening the service door. The complete and total disregard to the health and safety of my wife and two small children was appalling. Later, the technician cleaning the boiler stated that the there was "no way this unit was cleaned" during the boiler tune up and that soot wouldn't have accumulated that much in 2 months of use. After the cleaning was complete, the boiler was turned back on and heat was restored to the house. With thorough ventilation, it was clear that the smell of fuel oil and smoke would not clear the residence, with 5 ppm of VOC's measured in the main living space. We checked into a hotel, and had fire restoration begin running HEPA fans and air scrubbers in the residence. The following day, I reached out to the Customer Service Manager Nancy Rapp about the persistent odor and VOC's present, with another technician to respond. The technician stated that the odor was persisting because the technician that came out the day of the incident installed the wrong nozzle off the van and that it was not operating correctly, and that the soot buildup was not from a lack of cleaning during the boiler tune-up, but a defective nozzle received by John Ray and installed on my boiler. I was told by the technician "good luck" going after the nozzle manufacturer for the incident that happened and that he tested the boiler again with it in good working condition. My family spent 5 days in a hotel while Fire Restoration performed cleaning, air purification and ozone treatment to create a habitable living environment for my family to return home. We had to personally wash every article of laundry in our house and have rugs sent out to be professionally cleaned to rid the house and clothing of odor that remained in the fabrics. When following up with Customer Service Manager, Nancy Rapp, about the confusion of either gross negligence in not cleaning our boiler or a defective part installed during their boiler tune-up, I was told "who said you couldn't stay at the house after the boiler was cleaned?" and "why should we have to pay for any of that?". Another disappointing and total disregard for the lives of myself, my wife and our two small children who could have been seriously harmed or killed from the service or lack thereof by John Ray & Sons. As of 1/19/24, Nancy Rapp states that the position of John Ray & Sons is that it is not their problem, and to submit it through my homeowners insurance. John Ray & Sons is no longer a locally-owned, hometown oil service and does not stand by or support any of the work that they perform. You are taking your life into your ow
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January 2024 by Kyle P.
Had them install a brand new propane service with a tankless hot water heater and a 4 zone mini split unit. Nothing was installed correctly, water tank was wired incorrectly, and the mini splits are leaking refrigerant. Service tech Brian came out and he was wonderful and explained what needed to be done to fix the install. Going on 3 weeks later they still haven't fixed the issue, and this is my only source of heat (it has been below freezing all week, but they don't seem to care). Do yourself A favor and avoid the headache that comes along with John Ray and Sons. On top of everything, they made me pay over 17k BEFORE install because I wasn't using their payment plan. Once they have your money they don't care. I would not recommend this company to anyone.
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December 2023 by Chad Davis
I ran out of propane this evening. I got online to request a delivery and it told me the next available delivery date was 4 days out. I've got a newborn in the home and it's supposed to be cold over the next few days so I called the after hours number and asked if we could get an earlier date. She called me back and apologized for the inconvenience and told me someone would be out this evening. The delivery driver had some trouble getting the furnace started but sat and troubleshot it until he got it working. 3 hours later, I'm sitting in a warm home. Nobody does customer service like this company.
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December 2023 by Sue Ross
I had an annual oil burner tune up and while they tech was here he decided to look at my oil tanks even though that was not part of his appt. The Technician wrote that my oil tanks were rusted and leaking and they were not. He reported this to the main office and then told me that I can no longer get oil from them until I replaced the tanks. I asked if we could wait until I had the money/the springtime and they refused to deliver oil until they were replaced. I had my Plumber (a plumber for 40 years) look at them at they were not in any way shape or form in need of replacing. Thanks to John Ray, they forced me to replace them to the tune of $7K to replace them. They are installed now and I asked them to make an oil delivery and now they are insisting that the same moron who inspected them to come and see the new tanks. I am livid with how they have conducted themselves. I was put on the phone with someone who refused to let me speak and would not take into consideration that her technician could have been wrong. Btw...he looked like he was 22 years old. I have a plumber who takes care of all of our businesses for the last 20 years and he knows what he doing!!! I have the old tanks in my driveway and they are in great condition...nothing wrong with them at all!!! $7K for nothing!!! I am beyond disgusted and want nothing to do with them ever again. Another small company who sold out to some big corporation that only cares about money.
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December 2023 by Chad Wilson
Couldn’t recommend enough! Furnace got fixed very quickly. Techs were very knowledgeable and professional.
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November 2023 by Damian June
Very unprofessional company. The driver manager Layton D. is very rude & has a complex. It’s a Daunting environment, Poor training, and lots of conflict between the union drivers and Non union office employees. Don’t let the pay rate fool you it’s that high because they expect you to be able to produce high numbers in a truck that doesn’t handle the volume their asking for. The office manager Eddy will sell you a dream while the driver manager will be sure to make you feel small any chance he gets because his boss does it to him. If you don’t believe me apply and see how the first week goes. The union Steward tried to warn me during my road test but I didn’t think it would be this bad.
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November 2023 by zr1411
Edit: Nancy removed the charge for the service plan (~$320, with tax), and left the plan active. She said a new receptionist didn't explain the plan well on the initial call. Greatly appreciated, so I bumped up the rating to 3/5 stars.She also explained that there was a service charge included in the part cost (for installing it) that was not stated on the bill, and apparently that (effectively hidden) charge also is not included in the service plan. This was the reason for the $300 for a $86 part. IMO It seems unprofessional to have service fees included in part costs, particularly if the customer is already paying for a service plan. I hope in the future they make it a rule for to provide customers with receipts that explain the charges thoroughly. I do appreciate the explanation, and can understand how a business can view an initial visit charge and an installation charge to be different, but it should be clearly stated which are covered by a service plan, and be separated from part cost on the bill. A professional bill (IMO) should include the part cost, the service plan discount, the service charge, and a short description of what the service was (my bill just said "primary control - $300.00").I also mentioned the mistaken information on their website, so I'll try to update this to 4/5 stars if that gets fixed.Original message (slightly reduced due to text limit after edit):I feel scammed.Hot water heater stopped working, called for service. Was told that it'd cost $99.95, but that I probably need a tune-up which would cost $229.95. Receptionist said the service plan ($308) would be cheaper, which would include both for free, would cover parts, and would cover future service calls. I'm told that I'm not allowed to decide after the technician arrives, I need to sign up now on the phone (else pay 99.95 now, AND the 308). I checked on their website to see if the parts that I think are causing the problem are covered by the service plan, and they are, so I get the service plan.After he arrived and diagnosed the problem he said the broken part would cost "at least a couple hundred" and that he has one in his truck. When asked for an exact price he said "I can do 300, but don't tell my supervisor" and tells me that's including a 15% member discount. The part is $127.58 on Amazon, and is listed on their website as covered by the service plan. Despite that, he informed me that if we wanted hot water (and keep our new service plan) we needed to pay a flat $300.00 for the part. I asked if I could just buy it myself and install it, and he said that'd void the $300+ service agreement we just bought an hour ago, and we would be charged for any/all service calls in the future. With the only choices being [waste the $308 service agreement and have no hot water + spend $128 tomorrow and hope it works] OR [spend another $300 to keep the agreement and get hot water immediately] we begrudgingly accepted the latter. He comes back from the truck with a different part, tells me it's nicer, usually costs more, and will do the same thing. It's $86 at Amazon or HomeDepot. When given the bill he says "we'll just keep that at $300" and tells me to sign. When I showed him the plan listed the part as covered on their website, he said "I've never seen this before in my life".So in the end it cost over $600 (before tax) for what would've been an $86 part and a few minutes of swapping the part out (was just unplug the old one and plug in the new one).That all said, the tech was incredibly friendly, polite, informative, and helpful (+1 star). I'm mildly skeptical that he was being honest about the price (the $300 seemed to come out of no where at the last minute), but it's possible that he was and that the business is just setup as an agreement lock-in: offer good prices up front, but once the customer is under a contract, "take 'em for all they've got". Either way it's an unreasonable charge, especia
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October 2023 by Patrick Bishop
If you like getting fees for every possible item they can think of, overpriced propane, and terrible customer service then John Ray is the way to go! So glad we’re switching.
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October 2023 by shekema mitchell
Company is extremely expensive. Very prompt with delivery services however, very unaffordable. I agree. If you can convert to gas do so! Or you will end up in debt.
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September 2023 by David De Simone
Pretty good overall but they “forgot” two propane deliveries and we didn’t notice until we were unable to cook one weekend evening.
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August 2023 by Chad Powers
So far so good with these guys. Very professional and easy to talk to. First season with them but pretty good up to this point .
