Reel-Strong Fuel Co

★★★☆☆
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  • 549 Lexington Ave

    Cranford, NJ 07016

    Map & Directions
  • 908-276-0900

Automotive

Automotive
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I recently cancelled all service/oil delivery w/ Reel--Strong after the second of two incidents with them.
Incident 1)
I had Reel-Strong come out a couple autumns ago, after we bought our Westfield home, to do a tune-up on our boiler. The gentleman that showed up went down to the basement, and spent a good hour down there doing his thing. He then came upstairs, told me that the work was done and left. Great. However, that night when the temperatures dropped, and the furnace kicked on, it made a constant, deep, loud, very unsettling rumbling sound -?? you could feel it throughout the entire house. We had just moved into the home and I'd never had an oil furnace before, so I thought this could be normal after service work, would pass, and everything would be fine. The shaking continued throughout the night and eventually the carbon monoxide detector started going off! Something obviously wasn't right at that point. After wondering which would do me in first -?? an oil explosion or the carbon monoxide, I decided it was time to turn the thermostat down so that the furnace wouldn??t run. After a cold, sleepless night, I called up Reel-Strong the following morning and explained what was going on. After a couple hours, they finally found someone who could come out and take a look. After an inspection, the guy went out to his van, came back, did some work, and seemingly resolved the issue. I asked him what had happened and he told me that the man who came out yesterday didn't have the right nozzle or something, so he threw the closest thing he could find on, and would come back later w/ the right one (WHAT?!?! Is that safe!?!?!). Mind you, the original repairman mentioned NONE of this to me, and it took me calling them (and waiting for a couple hours), for this second man to come out and fix it, after assessing the situation for himself.
When all was said and done, I had some oil stains on the floor, black soot around my basement and a lost day at work. This episode should have been more than enough for me to find someone else, but I kept them around for sake of convenience?
Incident 2)
Not nearly as bad, but this was enough to convince me that there's a pattern of indifference when it comes to customer service (and as demonstrated during the first incident -?? neglect for Safety!) I scheduled another appt to have the yearly service work done. The lady on the phone whom I made the appointment was nice enough, looked at her calendar and we agreed on a date/time window for them to come out. I made sure someone was home that day (our nanny whom I gave instructions to) and fully expected to arrive home that evening to a serviced boiler. Instead, Reel-Strong never showed. I called them to find out what happened and they told me that no one was home. When I said that was impossible, the story changed and I was now being told that they called to see if I still wanted someone to come out at our scheduled time (I made an appt -?? duh), but no one answered. Our nanny doesn??t answer our home phone and ringers are off. So Reel-Strong put them blame squarely on me for not being home when they called (she couldn??t seem to understand that someone WAS home, but they don??t answer the phone). It was just a bizarre customer service experience, which I guess you could chalk it up to miscommunication. Although, when we scheduled the appointment, there was no mention that they would only come out if someone picked up the phone, when they called me unannounced.

Whatever. By that point I had had enough though and decided not to reschedule w/ them and look at alternatives. If incident 1 never happened, I??d probably still be using them, but having failed both times (in varying degrees) on the only two occasions I sought their service, these aren??t people I want to do business with. Nor are they the people I want to be responsible for the safety of 250 gallons of heating oil and a delicate combustion process that sits 20 ft below where my two small children sleep at night.

As a side note, I certainly won??t miss the anti--natural gas industry, pro-??oil industry propaganda they send out in their mailings.

2
★★☆☆☆

I recently cancelled all service/oil delivery w/ Reel--Strong after the second of two incidents with them.
Incident 1)
I had Reel-Strong come out a couple autumns ago, after we bought our Westfield home, to do a tune-up on our boiler. The gentleman that showed up went down to the basement, and spent a good hour down there doing his thing. He then came upstairs, told me that the work was done and left. Great. However, that night when the temperatures dropped, and the furnace kicked on, it made a constant, deep, loud, very unsettling rumbling sound -?? you could feel it throughout the entire house. We had just moved into the home and I'd never had an oil furnace before, so I thought this could be normal after service work, would pass, and everything would be fine. The shaking continued throughout the night and eventually the carbon monoxide detector started going off! Something obviously wasn't right at that point. After wondering which would do me in first -?? an oil explosion or the carbon monoxide, I decided it was time to turn the thermostat down so that the furnace wouldn??t run. After a cold, sleepless night, I called up Reel-Strong the following morning and explained what was going on. After a couple hours, they finally found someone who could come out and take a look. After an inspection, the guy went out to his van, came back, did some work, and seemingly resolved the issue. I asked him what had happened and he told me that the man who came out yesterday didn't have the right nozzle or something, so he threw the closest thing he could find on, and would come back later w/ the right one (WHAT?!?! Is that safe!?!?!). Mind you, the original repairman mentioned NONE of this to me, and it took me calling them (and waiting for a couple hours), for this second man to come out and fix it, after assessing the situation for himself.
When all was said and done, I had some oil stains on the floor, black soot around my basement and a lost day at work. This episode should have been more than enough for me to find someone else, but I kept them around for sake of convenience?
Incident 2)
Not nearly as bad, but this was enough to convince me that there's a pattern of indifference when it comes to customer service (and as demonstrated during the first incident -?? neglect for Safety!) I scheduled another appt to have the yearly service work done. The lady on the phone whom I made the appointment was nice enough, looked at her calendar and we agreed on a date/time window for them to come out. I made sure someone was home that day (our nanny whom I gave instructions to) and fully expected to arrive home that evening to a serviced boiler. Instead, Reel-Strong never showed. I called them to find out what happened and they told me that no one was home. When I said that was impossible, the story changed and I was now being told that they called to see if I still wanted someone to come out at our scheduled time (I made an appt -?? duh), but no one answered. Our nanny doesn??t answer our home phone and ringers are off. So Reel-Strong put them blame squarely on me for not being home when they called (she couldn??t seem to understand that someone WAS home, but they don??t answer the phone). It was just a bizarre customer service experience, which I guess you could chalk it up to miscommunication. Although, when we scheduled the appointment, there was no mention that they would only come out if someone picked up the phone, when they called me unannounced.

Whatever. By that point I had had enough though and decided not to reschedule w/ them and look at alternatives. If incident 1 never happened, I??d probably still be using them, but having failed both times (in varying degrees) on the only two occasions I sought their service, these aren??t people I want to do business with. Nor are they the people I want to be responsible for the safety of 250 gallons of heating oil and a delicate combustion process that sits 20 ft below where my two small children sleep at night.

As a side note, I certainly won??t miss the anti--natural gas industry, pro-??oil industry propaganda they send out in their mailings.

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We've used them for many years and been very satisfied. They're very competent and pleasant to deal with, and they don't aggressively push new equipment or installations.

4
★★★★☆

We've used them for many years and been very satisfied. They're very competent and pleasant to deal with, and they don't aggressively push new equipment or installations.

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.

I've used this service for years, as did my parents. I love working with a company that has been around forever, and has a great reputation. They installed and service our heating and central air conditioning units. They are very neat and dependable, and are on call 24 hours.

4
★★★★☆

I've used this service for years, as did my parents. I love working with a company that has been around forever, and has a great reputation. They installed and service our heating and central air conditioning units. They are very neat and dependable, and are on call 24 hours.

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