Horrible customer service. We have been trying to have our tanks moved because of construction. No one calls back, even when promised, now its crunch time and a retaining wall is to be built in the morning. Tanks will be forever buried behind a wall if they don't get here tonight. Update, I was told by the Propane department that someone would be here at 8am to move the tanks, it is now 8:59 and no Wallace. I held up 4 workers and a cement truck while paying them until 8:30....still no Wallace. read more

If I could give 0 stars I would, but I can't so I gave them one. They seem apologetic in their replies here, but it is nothing more than a public facade.They do not care about their customers well-being or having their service. After 15 years of being their customers, they let our propane tank run completely dry. The fact that we were on scheduled delivery was obviously irrelevant to them. Mind you, we were paying top dollar! Also, if you get snow, expect to be harassed. We have received threatening letters regarding ours and that right there should have been the cue to terminate our contract. So we could have been a senior couple deprived of heat because trekking through snow is too great of a task for them. Choosing to let our tank run dry was doing us a favor. So thank you for that! And thank you for not making us an offer to try to keep our service either, because an hour on hold on the phone was long enough. read more

This is the worst oil company in the area. Very unreliable and unprofessional. As paid customers, we wait on hold for up to an hour and phone lines are always busy. It takes up to a week or more for delivery of oil and you will run the risk of pipes bursting due to cold weather. This company should be held liable for poor service and they are not equipped to deal with increment weather or needs of their customers. Don't waste your time or money!!! read more

What a terrible experience i have had with wallace. had an appointment last week where i had to take off to be home. 15 minutes before the appt time ended, i was told nobody was coming!!!!!!!!!!!!! I had to call all day to make sure the appt was still on and what a cluster that was. I was promised call backs and have yet to receive any. I called the next day to cancel my account and they couldnt even do that! i had to have someone call me back for that!!! they still have yet to call. waiting for the propane supervisor Mike to call me back since friday. I have been a customer since 2015, you would think they want to keep a loyal customer who has an oil & propane account but they keep making it worse. how do you not have someone who can simply call me back????? The propane scheduler was rude and not accommodating at all. she waited until the last minute to tell me no tech was coming then left for the day. The absolute worst customer service experience ever. new customers beware and know what you are getting into. read more

Wallace has been helping us with our heating and air conditioner system since we bought our home in Newburgh. Their technicians are always friendly, knowledgeable and eager to help in anyway they can. We've experienced an emergency and they came out immediately to assess the problem and came to a solution. Always available 24hrs 7days a week, with great customer service. I would highly recommend Wallace. You won't be disappointed. read more

Worst company ever. They don't follow threw with schedule deiiveries and service. I am without propane for 3 weeks now and they are giving me the round around. Do not use them. All I get when i call them is someone will contact you within 24hrs and i get no call back. read more

I was actually at wits end with the pricing structure at Wallace especially when you are on automatic delivery and associated with a service contract. I was all but out the door and then I was forwarded to Dawn in Customer Retention. Dawn went over EVERYTHING with me and I felt she was looking out for my family's best interests. She probably spent an hour with me over a few phone calls to get everything to where I was happy and felt I had a good deal. The technicians are also very pleasant and knowledgeable. Dawn definitely retained our family as oil and propane customers! I can only wish there was a Dawn at all the service providers I deal with. read more

Make sure your employees know when to stop! As my daughter was getting on to her school bus when they drove past real fast over the speed limit on our street without even trying to stop of course the bus driver honked at them but they didn't care! read more

I spoke with Wallace's customer service manager back in May after purchasing a faulty hvac unit and receiving less than stella service. I was told that they were reaching out to the manufacturer for a rebate that they would take off from the amount that I was paying and help me with refinancing the loan so that I would be paying for the equipment from the time that it was actually working . Couple months down the line after constantly calling for feedback and their assistant customer service manager sounded exasperated with me every time I call for follow up, I was told someone would contact me to discuss 3 weeks later I am still waiting for a call. Hopefully that will happen soon??? read more

Yesterday, Wallace sent out a field supervisor to handle my leak issue. He quickly found the problem and replaced a broken drain pipe and coupling. I am very happy to have this issue fixed and A.C. working again. My only concern is why didn't the 3 previous technicians discover this sooner? read more

This company is NOT a reputable energy provider. LOOK FOR ANOTHER COMPANY! I was an "automatic" oil delivery client of theirs until they decided to PRICE GOUGE. When I contacted them to discuss the current "market rate" versus what I was charged, their customer service rep offered no resolution or price adjustment. I contacted nearly 15 other oil providers in the area to confirm the "going rate", on the exact day that Wallace delivered this ridiculously expensive oil to me. Wallace DOUBLED the rate in comparison to its competitors. I CANCELLED SERVICE WITH WALLACE IMMEDIATELY! read more

It's been 1 year since I have changed to a new propane company, same house ,same heater, same everything but the bill. With Wallace it was 300 each month, with new company it has never been more than 110. You be the judge. Thieves plain and simple.. this winter is not any less than last so it's not the weather. They should be investigated. read more

Very disappointed with Wallace service. Had them quote an oil tank replacement, $2,900. Since I was only a propane customer of theirs and not an oil customer they wanted an additional $450 to transfer oil from the old tank. Missed opportunity for them, and now they lose the propane business with us as well. We have been customers of theirs since 1985. During that time purchasing both heating oil and propane gas. I guess 32 years as a customer doesn't matter to Wallace Energy and now they no longer are a company we can recommend to anyone. read more

Want to make customers aware that even when your a steady and current customer, and supposedly locked in for the lower price, their prices are still .90 over the other companies in the area. Great looking out for your Loyal customer base. And don't tell me that your a full service oil provider, so are the others! read more

WARNING!! WARNING!! Don,t use Wallace Energy!! 10 Sand Station Rd, Middleton, NY 10940. The came and took my tanks without my permission. Months ago they cheated me on not one but two accounts I had with them. I requested no further deliveries until my tanks were empty. I informed them the tanks are Safe and in no harm. Today, 04-11-2019 they came and took my tanks. I just took a cold shower. A pickup order was issued to remove my tanks on 04-10-2019 ... this order was NOT requested by me. Who the FUCK do the think they are? THEY ARE CROOKED!! read more

Do NOT use this company. The last 3 deliveries they spilled oil in my driveway, over fill my tank and it went in my basement, then spilled oil on my deck. When I called them about the issues they said they would come look at the spilles. After waiting a week for a call I called them and they said they came to the house but didn't see any oil on the driveway. I had pictures and email them but never received a response. After waiting 4 weeks I called them and the excuse for not calling me back was. They were busy with other calls. I guess I'm not an important enough customer. read more

We ran out of oil in the middle of winter and they kept pushing the delivery date back day by day for A WEEK and blamed it on their third party company being closed for the day. I asked if Wallace themselves could do an emergency delivery and they refused even though we were established customers. The woman's advice for me was to "maybe call us earlier in the day next time". read more

DON'T USE WALLACE ENERGY: This is a warning to all propane and oil consumers: don't trust Wallace. They pride themselves on not having contracts. That's simply a license that allows them to change prices and policies whenever they want to. If you argue with them about bad practices, they will simply cut off your service without warning. Call and you will be subjected to the rudeness of their operators, including if not especially the supervisors in charge. They also happen to be among the most expensive in the area. read more

I have been trying to get my new generator installed. i am a Sr. Citizen w/ a vascular condition who is not supposed to put my portable in place,so i bought a stand-by from LOWES. i signed up w/ Wallace, my oil supplier,for the LP hook-up in order to keep my accounts in one place Generator in place, got appt. w/ Wallace for hook-up. Tech said he could not hook-up w/out generator being hooked up to house. I called the installer and Lowes, who said they had never heard of this in literally thousands of installs. Tech left. no call from Wallace for 2 days. Dan called and said there was a federal safety issue-Lowes was wrong. he would call the Lowes installer and get back to me for resolution. that was Jan. 22-now Feb. 3-no call back. i had to roll out my portable in case we lost power during the last big storm. What would they say if i had a medical issue-"sorry"...? Are they understaffed or just don't care??? read more

Horrible way to run a business! I have made repeated calls and requests to have a propane tank removed from my property for 6 months that was left by the previous homeowner. They keep promising me that someone will call me back to make an appointment to remove it and of course no one does!! So glad I am not a customer!! read more

The worst customer experience I have ever had. We had a delivery scheduled at our house in Middletown and they simply DID NOT SHOW UP, didn't tell us why or didn't alert us that they wouldn't be able to come (so we could take preventative measures). Result: no heat for 2 days, burst pipes, $2k in damages. Had to wait 3 hours on hold with customer service to get through to someone, then they hung up on us for no reason. Called again (at midnight, when on-hold wait was only 1 hour) when tank was 3/4 full to schedule another delivery and they refused to deliver because they said the tank was too full. Normally I would understand but this was a cold snap and we were going through more energy than normal, and plus I didn't want to get into the same problem as before! I hate this Company. Contract of adhesion, terms completely unfair and unreasonable, and they don't give a rat's a$$ about you or your small children. Thank god we didn't have a pet in the house! EDIT: just FYI, I am making a Yelp account specifically to warn people about this horrible company - use anyone but them! read more

I have read all the negative reviews and decided I need to talk about my experiences with them for over 30 years now. Yes they are a little bit more expensive but I am quite happy with the quality of the oil products from service to actual oil. The service people always have accommodated me in many ways by adding my own bought diesel treatment to my tank to not delivering on weekends. Their telephone customer service always explains everything clearly to me and I have dealt with many different individuals over the years. Perhaps I have been lucky but I doubt that. Today prompted this review after dealing with Maria on the phone who could truly have not been and kinder and attentive to all my questions. When I hung up I felt as if I had been talking to an old friend. I do not doubt the other reviewers I just needed to express what I hope is the silent majority who do not speak until something is wrong read more