Icalled on Friday morning with a pool heater problem. Had the grand kids coming for the weekend I texted . and pool heater off. Not earth shattering emergency but important to me. Ethan tried talking me through a diagnostic. It was quickly apparent I should not be working on propane. He dispatched Butch who was there in 1/2 hour and out of there in the next 1/2 hour. He raided a furnace repair kit to find a heat sensor which happened to be a match.
On Sunday morning, another unrelated problem developed. I texted Ethan Monday morning at 7:30 to the cell phone # he gave me in case I had a problem. Response: “I’m on vacation this week, but I will text Anne to tell her the problem and expect your call.

Well, apparently when I hadn’t called by 9am, it wasn’t soon enough. Butch was calling me to see if he could help.

Now that is customer service. A lot of businesses would be well served if they had an Ethan, Anne and Butch. I’m impressed.

The worst customer service experience I have ever encountered. I recently moved into my first home a couple of weeks ago and did not realize I need to establish an account right away. I thought because the propane tanks were already at the property I would have a little time before calling. This is the first time I've ever lived in a home alone. Yesterday while I was working my 12 hour nursing shift, I was alerted that my heat and hot water were no longer working. Seeing as though I did not get home until 12:30 last night, I couldn't call the company until this morning, Easter Sunday. I have a 6 year old son and 6 month old daughter living with me, and my house has been getting colder by the minute. When I called the main office line, I was greeted by an angry voice on the other end of the line. Not only was this woman rude and distasteful, but she didn't even direct me on how to resolve this issue. She had no compassion what-so-ever for me and my children in our very cold house on Easter. She had a "not my problem" attitude with me for the entire conversation. When the service man called me back regarding the issue he too was rude and uncompassionate. He even had the audacity to tell me "it's your own fault your family is in the cold". Not only was this entire conversation disheartening, but at the end he had the ignorance/stupidity to tell me to call back tomorrow during normal business hours to establish an account!!!! I WOULD NEVER GIVE THIS COMPANY MY BUSINESS OR RECOMMEND THEM TO ANYONE ELSE!

This business has moved to:



19 Middle River Drive

Stafford Springs, CT 06076



The phone number is correct.