Woodfin

Reviews 4

JU

Justin Koca

We had 30 gallons of heating oil left (we use about 5 gallons a day), so we ordered 100 Gallons of heating oil from Woodfin (since they are only a few city blocks from us) on Feb. 9th. We were told the delivery would take place on Feb.10 and were charged for the delivery on Feb. 11th. All other heating oil companies charge you AFTER they deliver the oil, so we figured it was delivered as scheduled and charged. We ran out of oil early Feb. 15. Because we had no heat and it was expected to get down into the Fahrenheit teens, we contacted their "24/7 emergency line" and they said they would get someone out right away... I called back later that day, and they said someone would call and get it delivered first thing on Monday. After dealing with a heat-less night, Monday rolls around and no call. So we call them back and they want to charge us a second time for the same delivery and that someone would be out shortly. After calling back at 3pm, they say someone may be out after 5 pm that day. While our patience was running thin we tried to be as cordial with the customer service staff as possible, but that was even made difficult because 2 out of the 5 calls made, the staff was short tempered, unknowledgeable, and unhelpful. I later called another heating oil company, Capitol Oil, on Monday afternoon and they were able to deliver heating oil even before Woodfin... more than a whole 1 week faster than Woodfin. As a result of Woodfins ineptitude, out boilers pipes froze and we were without heat downstairs for 6 days with some of the coldest temperatures on record and on the 7th day, those pipes started leaking. Tried getting an "emergency plumber" but eventually had to go with another company, because again, Woodfin took their sweet time and has no sense of urgency or customer service. This company has been blacklisted from this property and all other rental properties I own and I strongly encourage new customers to look elsewhere first.

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JO

John C

This is a completely mixed review brought down by our most recent experience after several years of outstanding service from the Woodfin Team. We have all systems in our home under complete service coverage from Woodfin. They have always been prompt, moderate in cost and reliable until now. Our most recent major interaction was the installation of a new sewer line after our septic system failed. The work was performed, initially, in a prompt and seemingly thorough manner, which included crushing and back filling our old septic tank, digging long trenches for new sewer lines down the driveway, etc. Within a month of our job completion a major sink hole appeared at the site of the supposedly crushed and backfilled septic system. Woodfin came out and supposedly fixed the problem. A couple months later, another sink hole appeared at the same spot; again Woodfin came out to supposedly fix the problem (I suspect that all they did was throw some more loose dirt in the hole). Then a couple months later, yet a third pair of sink holes have developed; this time they have been joined by a sinking of our newly paved driveway along the lines of the sewer lines that Woodfin dug and then were supposed to adequately fill with gravel suitable for repaving. A Woodfin service representative came out over two weeks ago, took pictures of this recurring and new problem but I have heard nothing from them since. Two weeks! Ive had to put temporary fencing around the holes so that our dogs dont fall in! If this is not immediately resolved, I intend to cancel all service contracts with the company. Bottom line: theres a service follow up problem with their plumbing area, while electrical and HVAC areas so far have been living up to their obligations.

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HA

happy patient

Poor customer service, I was told on Saturday morning at 8:05 that I was given a "12-3 pm window". I would not have used that term if it were not given to me. I called back at 2:57 and Jennifer told me that the technician was in the area and making his way to my home. I called back at 4:30 (well after the 3 pm "window" time I was given) and a male named Brian or Blake said that the technician was on his way, I advised him of the time frame that I was given and he very rudely told me that no one ever told me that because no time is ever promised, just that someone would be out before the time was over. I again advised of the time frame, he then told me that the technician was on his way because he had to take lunch hour and he should be there shortly, because "the man has to take a lunch hour". He continued to tell me that I was told of a 12-3 window time. His demeanor was short and abrasive. I didnt have a problem with the technician, he did his job and even provided a temporary fix to another issue with my furnace, which is a woodfin product that was installed in 2009;which of course is an additional charge to the 120.00 estimate call on friday and the 591.63 parts and labor charge on Saturday. Maybe you all should let the german shepherd answer the phones, he may have more personality than some of your customer services reps. People may not remember your name , but they will remember how you make them feel. This is not the first time that I felt a Woodfin representative was rude. I think your heads may have been swollen...you are not the only company in the Richmond area...your company may have been around a long time but you still have a lot to learn about good old fashioned manners and etiquette.

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GU

Gus Dikteruk

First cold snap of the Fall, and our dual-zoned heating system attempted to engage the gas furnace, but the furnace didnt fire and the inside temperature continued to drop. I called for support early on a Saturday, and while I understand I am not the only Woodfin customer, was hopeful it would be a speedy resolution. Blake gave me some advice on how to nurse my system along to warm up our house, which worked as described, and when James Schneider showed up to take an in-depth look at what was going on, I was pleasantly surprised. James worked with the firm (Atlantic Heating) that installed my heat pump and had been performing annual maintenance on our system for years. Atlantic became part of The Woodfin Family in 2015, so seeing a familiar face, one familiar with our system setup, was a pleasure, indeed. He quickly identified the issue (our electronic ignition pilot had seized up), took care of the problem and we had a fully functional system within 30 minutes of his arrival. James also took time after the call to explain why the transition of Atlantic into Woodfin is a good fit for us, and for him. The fee was quite reasonable for the visit (less than what we typically saw from Atlantic). Aside from the wait between the first call and James arrival, this went about as well as it possibly could. The phone staff, too, Debbie & Blake, were quite helpful, and had a calming influence on what could have been a very, very stressful situation. If this experience is my new baseline for Woodfin, I am very glad to be here! Thanks, Woodfin Team!

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