Wallace Energy
Station, Middletown, NY

Wallace Energy Reviews

3.3 stars based on 167 reviews

Featured Comments:

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  Theresa Butler

  1.0

  I have been a Wallace Energy customer for several years. I have not been happy with their service for the last year or so. What happened yesterday was the final straw, and is why I will be choosing a different oil company this week. We are on automatic delivery. However, our deliveries are all over the place. During the spring and summer when we are not using a lot of oil, they will make a delivery when the tank is more than half full. Other times, they will wait until we are almost empty and then make a delivery. Of course, that raises my suspicions that they are basing deliveries on the price for the home heating oil for that day. Yesterday, we woke up and the gauge on our oil tank was almost on empty. I had hoped that we would have gotten a delivery at that point as it has been quite frigid with temperatures dropping to zero at night. I was very worried that we were going to run out of oil and be left without heat and hot water. I called Wallace three separate times. I was told by the three different representatives that a ticket was out and we were scheduled to receive a delivery. The third representative who I spoke to at 8:30 PM stated we were three stops out. I mentioned to her that the representative I spoke to at 1 PM told us the same thing, and it could not be possible that at 1 PM we were three stops out and still be three stops out at 7 PM. We requested that an emergency drop in of 20 gallons be made to get us through the night. We were told that that would happen. At around 9:30 PM driver showed up and insisted on seeing the tank and said that there was plenty of oil in there to get us through the night and that he could not put oil in unless we were empty. We were also left a nasty message by a representative named Sandy who basically stated nothing would be done for us until we actually ran out. It doesn’t makes sense to me that a customer who is trying to avoid the hardship of being without heat and hot water is not going to be helped until the hardship actually ensues. Finally, to add insult to injury after receiving no help at all from Wallace last night, they did make a delivery this morning and charged us $1013 for the delivery. I find their business practices to be highly unethical.

• J

  Jonathan Kappel

  3.0

  UPDATE: After 5 days I was able to finally get a supervisor on the phone who was extremely helpful in rectifying this situation. She went above and beyond to retain us as customers by keeping us happy and looking into why this problem ever happened. Thank you Courtney. Terrible communication despite being advised, on four separate occasions this week, that I will receive a call back from a supervisor/manager. In December my oil tank was only filled halfway. When we called to ask why and to seek a correction, we were told our gauge must be broken that the driver says he filled it. We kindly ask that they return to fill the tank but were advised that it would risk being over filled. So, taking their word for it we had our gauge replaced. The new gauge matches the old gauge perfectly. We asked for an early delivery because we quickly ran low from the previous short delivery. This time a competent driver filled our tank and both gauges show full. We called back to seek some type of compensation for the gauge and extreme price difference of what we would've paid back in December. Each individual customer service representative I have spoken to has been polite and enjoyable to speak with. However, they all tell me the issue needs to be escalated to a supervisor of deliveries. Each time they try to contact one they are never available so they tell me they send them a message to contact me, and it could take up to 24 hours to receive a call back. It has now been four days and I have called each day and have yet to speak with a manager or supervisor. I feel like I am being taken advantage of and I would be very cautious of this if you choose to do business with them as well.

• D

  Dare Javu

  1.0

  I used Malzahn for years and switched to Wallace when Malzahn sold. I hoped their services would match the quality of Malzahn’s, but boy was I gravely mistaking… I signed up for their service plan which entitled me to 24/7 service and oil tank fill-ups. It was a nightmare from day 1. There is either no communication between the staff at Wallace, or they just don’t care. That’s my best guess as to how they could fall THIS short 100% of the time. They didn’t deliver on time which rendered my tank empty multiple times, causing the need for a tech to come out and perform a prime & start. This never happened in a timely manner. Leaving us with no heat during the winter time for days on end. (So much for a service plan). The ‘24/7 tech’ service is a joke. They wouldn’t show up. And then even claimed that they did show up and no one was home (which was not the case- we were waiting for them all night). This is just scratching the surface of the what transpired within the first month of my service plan with them. It was absolutely horrendous. They didn’t hold upto their end of the deal. I couldn’t trust them to keep our tank filled during the winter, so I cancelled services. To my surprise and without my permission or request, they randomly filled up my oil tank AFTER I had already cancelled with them, and sent me a bill. I expressed my concern with this and willingness to work it out with them. They responded with another bill, and tacked on over $100 in additional charges. I wouldn’t recommend this company to my worst enemy and unfortunately will have to now take legal action to make this right.

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  Response from the owner

  Dare -We are very sorry to hear about your recent experience and would like to thank you for bringing this matter to our attention. We pride ourselves on delivering the best possible customer service. We would like to speak with you directly so that we can rectify the situation and prove to you that we would love to earn your business. Please call our Customer Service Manager, at (845) 343-6909 . Thank you very much. Best regards, Wallace Energy

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