We have been extremely pleased with our MacFarlane service so far! We moved into a house that had zero oil in the tank. MacFarlane was extremely friendly on the phone and made a quick trip out to fill our tank for us. Rich serviced our tank for us and showed up EXACTLY on time and did his job efficiently. Their service is unbeatable! read more

This past week, in the mad dash for supplies between snow storms, we called MacFarlane Energy for an oil refill. Saturday noon came and we still needed oil. I called and spoke to a customer service representative in the Oil Delivery Department. He was friendly, professional, and efficient. While looking up our account, his small talk made me stop and smile. Around the time I was on the phone, the oil truck had come and gone and made our delivery. I went to check the oil tank and it was full! What I like most about this company is the consistently high quality service they deliver every time. read more

I just had an extremely frustrating experience with this company. I'm writing a long review because this is still a fresh experience and it left me with such a bitter taste... I called and spoke with someone to cancel an order for oil delivery (my heating oil was completely out and my apt freezing, so I found a different company that would deliver sooner). Two days later I found a delivery notice saying they made a delivery and I owe $259. I had just spent a little less than that on the delivery from the other company the day before. Since I'm only in this apt. for another 6 weeks, the double delivery is a complete waste for me- an extra expense I can't afford as a student. When I called MacFarlane to say I was confused as to why they would deliver when I had cancelled, the man on the phone said they didn't have any record of my phone calls (there were other issues I had to call about during that day because each person I spoke with had conflicting information about their delivery policies), and said he thought it was my fault that it happened (??!) Granted I didn't get the name of the operator I spoke with when I cancelled (I stopped asking after the 3rd person I spoke with, which I'm kicking myself for- believe me), but that doesn't make me responsible for the fact that they are not recording or communicating their phone messages and cancellations, and can't get their operators to give consistent information about their delivery/ account policies. I asked him to inquire about the calls with the women who were answering calls that night. At first he refused, and when I asked incredulously if he truly was NOT going to make any inquiries into the matter at all, he told me half-heartedly "i'll ask around but the oil's delivered, it's in your tank, there's nothing we can do". I would have been more ok with something like "I'm sorry there was some miscommunication- I'll ask the staff if they have any additional information on the matter and reiterate the importance of documenting everything so we can avoid problems like this in the future". Instead there was a complete denial of any possibility that they could have had any part in the matter, and instead the blame was shifted to me, the customer- not the way to win over business/clients. I thought of giving them 2 stars because at first they seemed very nice over the phone and I'm sure if I was a long time client they would be pleasant to deal with, but wow, what a nightmare it all turned out to be :(. Sorry, 1 star it is. read more

I closed on a condo and called MacFarlane the next day to fix the furnace. Within a couple hours they had David out and he immediately solved the problem and then went above and beyond to do maintenance. Great guy who was helpful and respectful. Definite recommendation! read more

We would like to thank you MacFarlane Energy and Service Pro Thomas R. Coming to our place and fixing problem. And assisting us in a small dilemma, we not having heat to 2nd bathroom. He fix and found the problem. read more

I would give this company 0 stars if I could. And this is very upsetting, given that they came highly recommended by friends and their neighbors, who only had good experiences with them. The house that we bought was also serviced by them for many years, so this was of course our first choice. We called them to get an estimate to have new A/C system installed in a two-story house. They sent their salesman Jerry, who was very polite but did not know much about their product offerings. First, he took 40 minutes to explain to us what our current system does (thank you, but we do not care because we want to replace it anyway), then said that we could not install ducts and vents in our currently unfinished basement and attic. I should probably mention that we had 3 other contractors come out, all of which stated that having this setup works great to do the duct work. However, during our 1-hour meeting with Jerry, he only tried selling us ductless split units, which we repeatedly said we did not want (also knowing what other contractors told us and why would we want ductless units with all crappy cords and covers showing if we can add ducts??). Jerry left with the promise to send us quotes for the different solutions within that same week. A few days went by and he did sent us a quote which now included a new furnace that connects to the old hot water radiators, as well as a new water tank, which we do not need or want, because the one we currently have was installed in 2016 and we also told him we wanted a tankless on-demand system which was nowhere to be found in that quote we received. We thanked him and asked him to send us a quote for the work that we inquired about (installing two A/C units, one in basement and one in attic, along with duct work), and we have never heard back since. It seems that they did not want a 25k-job. Hmm, okay, maybe they are really busy or something... Now what happened after that is even more upsetting. One day, we go over to the house, and find a receipt for an oil delivery in our mailbox (they delivered oil to the previous owner, it seems that they were not informed that the house had been sold, or it got lost somewhere). I called to let them know that the house had been sold and that we are going to convert our heating system from oil to gas. Before hanging up, the woman connected me to a gentleman, which I do not know the name of, and he said that they had been servicing and delivering oil to the house for years and that we would like to ask if we wanted to continue. So, then I explained that we do not want oil and instead want to convert to gas and that in fact we had someone from their company come over to give us a quote for the work to be done, and that we are still waiting for the quote for the services that we had requested. Now, this guy got reeeeallly defensive and said that he can not find us on his schedule (it was October 30th, 2017 at 9 am, if they care to know and read their yelp reviews). He defended Jerry by saying that if he said that doing duct work is going to be an issue, that he does not understand what our problem was and that we should go with what he recommended (which was not part of the quote, by the way, because he sent us a quote that included the new furnace connecting to the radiators and a new water tank). Now, again, all other contractors said that the unfinished basement and attic are perfect to add ducts. He also asked me if I was sure that it was someone from their company we had dealt with. Does his guy really treat people like idiots!? At this point, I was so mad but did not even care to say any more, but instead I told him that he is welcome to do whatever he wants with this information. I told my friends who are appalled, who told their neighbors who had them recommended by other friends, etc. See where I am going with this, MacFarlane Energy? You are losing business because of your poorly trained employees and even more so, your unprofessional customer service, so if all you care about is to sell oil to longtime customers (as others have said here), this business is going to stop, and you are left with nothing. I am happy to report that since then we found a contractor who is doing the work for us. Never again MacFarlane! read more

Terribly rude. Had been a customer for years, until 2012 when we no longer used that burner much. Made an appointment for service to start up -- not oil delivery. Blocked out a 4-hour time slot, they claimed never did. No apology, no help. Zero stars. read more

Our service people from MacFarlane have always been friendly, efficient, and ready to answer questions. They are timely and keep our furnace in good running condition. read more

Extremely disappointing. If you're not present, they won't perform the job they were asked to do. Had to have them come back multiple times. Once our heating system almost blew up because they increased the pressure to get the heat to reach upper units instead of taking the time to bleed the pipes. read more

After moving into a unit for 2 weeks the oil ran out and I was without heat. The contracted maintenance only delivered 10 gallons of oil, so I called MacFarlane based on the good reviews on here. They answered right away and got me in touch with Paul. I work 7-4pm and I take public transit so I couldn't make it to their business hours that ends at 5pm. Paul told me that they would work around my schedule and that he would personally come to the property since the service person's shift ends at 5pm. He sent me an electronic application right away which was very easy to fill out. He answered all of my questions and told me to to call them anytime with questions and concerns. I am very pleased with this company and their customer service. It's one of the best I've experienced. read more

Paul and the rest of the folks at McFarlane are great. I am on the service plan and auto delivery plan, and whenever I have a problem, someone is at the house within hours. They have also installed new systems in my house, including a new heating zone, a mini-split system, and new kick heaters. Their staff is extremely friendly and professional, and their oil prices are very competitive. I highly recommend MacFarlane - they are very focused on creating strong relationships with their customers, and they completely take away the hassle of worrying about the heat. read more

Fair pricing and on time service for the oil annual tune up. Very friendly service and will be using them next year.

First off this company provides excellent service . I have never had a problem with them. There techs do a tremendous job servicing my boiler. This is a company you need to use for your home energy needs. I am one happy customer read more

I have asked for a quote for new AC system. First, they forgot their appointment and I had to reschedule. Then the gentleman came, was very nice and we had discussed my options for a new system. I was very happy. However, more than two weeks have passed and I haven't heard from them. He has't replied my e-mail either. They might be doing great job, but if that is their punctuality for just an evaluation, I don't even want to think about what an AC installation timeline could be. read more

Tom R came to our home and was professional, knowledgable, and listened to the problem. He clearly knows his way around a Lennox HVAC system. Shout out to Nancy at MacFarlane as well. Repair was quick and Tom did not try to sell any extra services. Great job! read more

After being jerked around for years by different oil companies, we have been absolutely BLESSED to work with McFarlane. They treat you as if you are one of their own family members and everyone from the guys who deliver the oil to the people in the office are incredibly friendly. After being told by another previous company that we had to "replace the whole system", the diagnostic expert from McFarlane told us that the problem was due to an inexpensive part, installed it and now our heater works better than it has since we moved in. And their prices are absolutely competitive so you really can't get ANY better if you live in Metrowest. read more

Absolutely terrible service. The customer service guy is just plain rude - talks over you and constantly acts put out by the call. Raised his voice to me last time I spoke with him (the 3rd time today). All I'm trying to do is set up service guy - if anyone should be upset here, it's me, not you. They refuse to give windows for times that their service guys could show up and wouldn't/don't call before coming. We've had 3 people out now to fix the same problem with our heat and it's still not fixed. Pretty shocking given the amount of oil companies out there trying to get our business. read more

They came out two hours after I called requesting service. They weren't trying to cheat me out of money -- the technician told me exactly what was wrong and didn't try to scare me into believing there were bigger problems with my AC. He was quick, efficient, nice, and professional. I was VERY pleased. I have had far too many experiences of service "professionals" in Boston trying to fast talk me, but everyone at MacFarlane was straightforward and awesome. I'll definitely be using them again! read more

MacF is a good group - they are responsive and helpful. I don't have time to think about boiler safety and tank maintenance so I appreciate that they keep up on everything and remind me read more

I agree with the prior post. That is why I no longer use this company. It's too bad because I'm a successful real estate agent in their delivery area and I could refer them so much business. Very unprofessional. There is definitely enough competition out there, and trust me, their oil prices are so not competitive!! read more

A longtime customer of Brown's Oil, I stayed with the company through their merger with MacFarlane AND when I moved from Needham to Holliston 5 years ago. I was always happy with the service technicians and delivery men who were very prompt, professional and friendly. For the most part, their prices for service were reasonable. So, I don't know what changed in the last year with this company, but I started buying my oil online because I could get a much cheaper rate, like 50 cents cheaper. Let's face it - times are tough and it was a really cold, harsh winter. Regardless, I usually get my furnace serviced once a year to keep it running well. This morning I contacted them via their website and was happy to get a prompt call back, until I realized he only called me back to scold me and inform me that I was no longer a customer...What? He said, "well you haven't bought oil from us since December so you're no longer a customer. We took you out of our system..we figured you must have gone to another company". He gruffly informed me "you don't have a annual service contract with us..so you'll have to pay for the service on your furnace".. No kidding I have to pay. I explained him that I have been a customer of his for 15 years and didn't understand his tone. Backtracking, he claimed that he would be happy to schedule the service...Really? Sir, you don't seem happy at all. I was so taken aback by his rudeness - I never would have expected it after 15 years. Needless to say, I did not schedule the service. I guess my loyalty was misguided. Wow..so disappointed. read more

I called to get information on an address that they have been to 3 times in the last 6 weeks. They couldn't tell me anything about the condition of the oil tank which is very old and had an overwhelming smell of oil around it. When I called back with another question the guy on the phone was nothing if not rude. If you are talking to a potentially new customer on the phone, why be rude? It's just money out of their pocket when it's time to make a decision about what oil company to use. read more

We had a very poor experience with this company. Our central air failed during a heat wave. We waited three days until we could schedule a service call. The tech recommended a new compressor, said that he would contact his office and see if our $200 service call charge could be applied to our new compressor. While the tech was helpful we waited four more days and called another company, W/W Heating & Cooling in Quincy who came the same day. They were able to install the new compressor the next day. A week later we received a proposal from the sales manager at MacFarlane who quoted a price for the same unit $400 more than we had just paid. The sales manager never bothered to follow up. Maybe if he had I would not have bothered to write this. Just a pathetic company, don't waste your time. read more

MacFarlane Energy is awesome! My husband forgot to schedule an oil delivery with Amanda's Oil (our former provider), and we ran out. When I called Amanda's to request a delivery, they said they could not come until the next day and they needed to prime because we had run out of oil so I needed to be home. They then gave me a NINE HOUR window from 7:00 a.m. to 5:00 p.m. I asked if they could narrow it, and they said no. I then called a bunch of other oil companies who either do not service Charlestown or could not come out on the same day. I finally spoke with someone from MacFarlane who said I could set up an account online and that although they could not do a full same day delivery, they would come by with 10 gallons to get me through the weekend until they could schedule a full delivery. They came by less than two hours later. Everyone I spoke with on the phone was super helpful and professional, as was the guy who delivered the oil, and I am now warm. Go with MacFarlane! read more

MacFarlane oil is by far the worst customer service I've ever experienced. It's really sad to say this because Scott's father was a great man and what a serious caring owner. Now unfortunately the service has definitely declined. When I spoke to Scott the owner about simple lock in rates along with boiler prices his responses were rather rude. I hope I just caught him at a bad time because if not he has no future in customer service. I've now decided to go back to my old oil company that I never should have left ADVANCED ENERGY. I will now go back to lower oil prices and Real customer service. I'm just letting people know that this owner not only was rude and ignorant by basically calling me dumb. His prices are very easily beaten by competitors. This man doesn't pay fair wages to his employees at least the ones I've talked to. So give him a call see for yourself a greedy millionaire that pays his help scraps. I would gladly take this post down if Scott MacFarlane can Show any big charity donations him and his MacFarlane oil company has made towards helping youths or cancer research that the rude millionaire would get a tax write off for any way. So Scott thanks for being extremely rude. I pray one day you treat your help and customers better while you drive in that custom Audi to your multi million dollar home in Needham. read more

I have used these guys since we bought out house in 2012. The prior owners used them and since they were familiar with the furnace we just stuck with them. No complaints over the years. Writing this review because i feel they really came through in an emergency this morning. Woke up at 4:30 am. in bone chilling cold. The house temp was 62 and dropping (it was 4 degrees outside). The heaters weren't giving any heat. Went to the furnace and it was off, the piping was cold. Tried to manually restart, it turned on for 10 seconds and then off again. Called their office at 7am and they had a tech over in less than 60 minutes, 30 minutes later the furnace was back on. The tech explained the issue clearly. We have a 20+ year old furnace and there have been a couple of times it went out over the years. Each time, MacFarlane sent someone ASAP, there was no delay, no waiting and they fixed it on the spot. Could not be happier with the attention they give us and how the recognize the urgency of the situation. In terms of oil delivery, we are on auto and they always get to our home at the right times and never put us in a spot where we had a dry tank. read more

macfarlane oil made me feel very bad about myself. i have had a bad credit rating because of some poor choices in the past, but i am trying to get my feet back on the ground. my oil had run out over the weekend and i called macfarlane because i heard they had a budget plan, well i got this really rude and condecending woman on the phone at first she told me she could help,mind you it is freezing and i have no heat at all, then she put me on hold cam back on and said the couldnt get me oil for a couple of days and i should call somebody else, i told her it was an emergency (snowed) and she couldn't of cared less.i felt so bad , my past came zooming in front of me, i called another local oil business and they said that is how macfarlane works.who the picks and chooses who has good credit gets heat if you dont tough luck. read more

This company is horrendous! Their ad states 24 hr. Emergency Service, but thats only if you're already a customer! I called because my boiler had stopped working and I needed it looked at asap as it was 14 deg out. I was first told the tech would come in a couple hours. 20 min later the tech calls to tell me that he just found out I wasn't a customer, so he couldn't come that evening. I would have to call the office in the morning, when I protested saying I had already been told somebody would come to look at, and reminded him that I had no heat and was 14 deg, he replied that it would several more hours before he could come out. I told him that would be fine, I just needed heat. 15 minutes later a different person called and left a message saying they would not be coming at all and I would have to call the office in the am. It was 14 degrees out I had no heat and because I wasn't a customer they could have cared less. I'm not sure how you attract new customers with service like that. I would stay away from this company!! read more