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July 2024 by Cindi Murphy
Lack of communication on the part of this company resulted in a fee to restore service that I did not know existed.
If you are going to charge fees for connection, that needs to be communicated to your customer BEFORE assessing the fee.
The customer service representative stated “we tried to reach out to you numerous times,” yet- I have no evidence of that. No letters to my home address, no door-tagging, no emails, no voicemails.
Do better, Burch. It’s not that difficult to leave a paper trail.
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September 2023 by Laura K.
I live in northern St Mary's County. I have been a longtime customer of Burch Oil. Years ago I had 4 very old heat pumps at the end of their lives. I replaced one per year for 4 years. Bobby from Burch Oil explained everything heat pump to me and helped me make informed choices. (Did anyone else know that Burch Oil installs and works on heat pumps?) One of the 4 ended up being a lemon (by no fault of Burch Oil), and it was a long road to convince the company that makes the heat pumps to replace it. Those at Burch Oil helped in every way they could and eventually it was replaced. Fast forward to nowadays. Another of the heat pumps stopped working at the beginning of this heat wave on Sunday. During every week I am an hour away caring for my elderly mother at her house and can't leave without arranging care for her. Burch Oil responded immediately to my call and worked with me to arrange an appointment the next day that I could be there for. James figured out what was wrong and ordered the part, and told me it is covered by warranty--I didn't even know that, but they keep track. The part arrived the very next day. Then Buddy in dispatching worked with me to arrange a time to install it 24 hours later when I could come home again--they may have been able to install it earlier, but I couldn't come any sooner. What a relief! I'm having my granddaughters at my house this weekend and originally thought there was no way the AC would be working by then, but Burch Oil came through, and everyone I talked to was helpful and friendly and concerned for me. I could never find the words to express how grateful I am for their help, caring and personal business model, and constancy over the years.
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January 2022 by Sherri Robinson
Always polite and on time. Had James service my furnace for the winter and he was EXCELLENT ... Thank you!
