Reviews of local pros in Rye Brook, New York

John Lavesque was my technician at home last week before Christamas. He was great! He pinpointed the issue I was having with my heat. Made the adjustments to my system. THEN, he replaced oil filter gasket on my oil tank since it was starting to leak, even though that was not the problem he was called to fix! I give him an A+++++.

HOP Energy/Alliance Express has been fantastic keeping my old HVAC system running. I've had to call them 3 times in the past few months and they have always been able to get here the same day. Most recent event was 11/02 at 11:30pm when my heat stopped working. Their technician was here at 1:00am and he got the old furnance running again. I know I'll need a new furnace soon, but meanwhile HOP Energy has really saved me !!!! Thank You!!

We have been with this company for 41 years and every year including their service call today for my regular maintenance was absolutely wonderful. They have excellent staff very knowledgeable and helpful we would recommend this company to anyone. My family has been with this company for 60 years way back when it was called American coal company. Thank you for the wonderful service call today. With kind regards, The Carter family.

We are longtime customers of HOP Energy (from Bixby’s to Keyser to HOP). They are the very best! Reliable. Friendly. Responsive. From Trish in the office to Brian in delivery to Mike and Bill in service. We can count on them. Always. They are an incredible team! And they are the face of HOP Energy for us! Our recent annual furnace cleaning was a perfect example! We were notified that Bill was on his way. He informed us of a few things regarding our system 2000 and oil tank. He was friendly, prompt, efficient. We knew we were in good hands! The BEST hands. We trust HOP. Period!

We called on Feb 4th for a fuel drop, the lady starts to tell me what's in my tank and we can't get a fuel drop till 2/11 because we were just under a 1/2 of tank. This is unacceptable. My bill is paid on time as we are on a fixed income and try to keep the cost affordable. I called back on Feb 6th and they moved shipment up to the Monday the 9th. It is now Saturday 7th we're down to a quarter of a tank with an extreme cold snap over taking the tri-state area. Senior citizens or anyone who pay on time with this high priced company should not be dictated to . Hop will be the first to charge a late fee. But the less fuel in the tank at the time of fill up the more they line their pockets at fill up. We need to explore other options if the won't accommodate its customers. We were with them when the company was Mitchell then Supreme and now Hop who seems to been the worst when it comes to service.

I have been a long time customer and for the very reason why is the customer service department everyone who has helped me is always extremely helpful, supportive, shows compassion and kindness towards my situations. The service man (Rich)I had at my house yesterday was completely honest helpful and fixed the issue. Although I need them back today to fix my furnace again was no fault of the service man it’s an extremely old furnace and will be replaced with this company for the facts I stated above. I would not change companies because I truly trust them having my safety and my home in their best interests.

I called on Monday to make an appointment to fix my boiler. The rep on the phone told me it was a $325 deposit but that if they don't have to do to much they would refund the difference. So I said to come out and it wasn't an emergency as I still have a Pellet Stove. My scheduled appointment was next day, today between 12 and 4 PM. The driver arrived at almost 8 PM. I'm a patient person, so I wasn't too upset. Then he came in and cleaned the electrode to the nozzle and got the boiler back up and running and then asked me if I had a check. He told me the $325 was just to come to the house. He ended up having to bill me another $239 for 30 minutes of work. He replaced a $15 nozzle supposedly. If I would have known it was going to be this much, I would have had my friend show how to fix it myself. (He installed the boiler) . So after I get done paying the bill, I will never use your service if it costs $325 to walk through the door.

I have been on hold for over an hour trying to cancel my account with them. I called from another line to inform of this and I am now on hold on that phone for over 12 mins. Requested a call before delivering, they called at 1:18pm when they arrived, not before. I'm not even with the NJ Citizen action oil group but they are forcing their oil on me and WILL NOT ALLOW ME TO CANCEL. DO NOT SIGN UP WITH THEM.

It took 4 rescheduled appointments for a service technician to finally show up to my house. Honestly, should have just ended it after the third time they could not make it in the 4 hour window they provided. Each time the technician would call either just before the end of the service window or in one case, 40 minutes after it ended, and then act confused when I'm frustrated and annoyed that they missed their appointment time. I'm a working professional and I can't just spend a whole day waiting around for them to show up. My time is equally valuable. The office when I called to reschedule then had the audacity to tell me that I should really plan for a 6 hour window because "we can't always account for emergencies and I should be more accommodating during winter." That day was during Fall and nearly 60 degrees out.

Well, anyway I make the mistake of having the technician actually show up on the fourth try and by the time his foot hits the concrete of my basement floor he's selling me on a new oil tank and puts a hold on delivery. Felt like I was being shaken down by the mob. Never once got within 10 feet of the tank, and was wrong about a few facts about the tank and the oil line from it, so why should I trust him? Made up some noise about the gauge being off because of how the float "may" be positioned in the tank. Additionally, after servicing my boiler, proceeds to tell me "it is in good condition given its age" and makes no further comment.

I called Princeton Air out two days later to give a second opinion. Turns out the DDM tech got to the correct answer of needing a new oil tank but with the wrong reasons why. He also didn't inform me that the boiler exhaust wasn't dampened correctly, the chamber was cracked to all hell and that the boiler was definitely not running at 77% efficiency and that was why I had burned through half a tank of oil in under 3 weeks.

All in all sounds like the technician came in knowing he was going to sell me an oil tank, and to keep me running an ancient boiler to burn more fuel so that DDM could keep delivering and charging me for more and more fuel oil.

So, lesson learned. At least I won't be dealing with DDM moving forward as I am now moving up my planned conversion to gas to this winter.

I wish to honor Carol Shanely who has helped me every year on locking in the pricing contract and the most inclusive Service Contract. She is my go to person with all my metro needs as well. She patiently listens to my concerns an contacts the appropriate departments for me to get any situation resolved. Too often the others at the company do not follow thru an resolve the issue at hand. She really cares about her customers an I trust her completely!! Ty Carol, u r one of the main reasons I continue at Metro like my parents before me. God bless u!!

I have been a loyal customer for over a decade and I’ve never seen such poor management and lack of customer follow up. I was initially scheduled for a routine cleaning on September 10th, 2025. I changed my schedule to work from home in order to be there. At approximately 3:45pm that day, we received a voicemail indicating no one would be arriving, I stopped into the office a few days later and was told “we have a lot of PMs, like over 100, to do but we would be in touch” by the service dispatcher. Having worked for this actual company, I understood and waited to hear back. On November 9th, I was required to contact Keyser due to having no heat - they sent a technician out and he found that we had a part that needed to be replaced- the technician was wonderful, prompt and polite. After learning what the part was and having a history in this field, it is a part that is routinely checked during a Preventative Maintenance and Tune Up. I submitted an honest review the next day and received a follow up call from the Service Manager, Christy, who advised she would have a technician to our home on Friday, November 14th, around 10am, but asked that we be flexible in the event there were emergency service calls that morning. She also indicated that “she made a note to not move or reschedule the appointment on the request”..on November 14th, I hadn’t heard from anyone by 11am and I had a meeting scheduled for 12pm so I reached out and was told that my appointment had been moved to the afternoon but again, it would not be moved or rescheduled. At 4:22pm on Friday November 14th, I received a text message indicating the technician was in transit. My husband waited at home and missed a family event as we knew the technician was in transit. By the time I arrived home, it was 7:04pm and the technician never arrived. We never received a call to cancel, to reschedule or a call from Keyser’s Service Department about this. I reached out yesterday to speak with the Operations Manager, Todd, who is currently on vacation but was told “Christy was in a meeting but a message would be sent along and she would follow up”. As of today, Tuesday 11/18, she has not reached out nor has any other representative from Keyser called me back. I’m giving a 1 star because the technicians have always been great, Brian especially- having to come out at 9pm on a Sunday but the company and management really lacks customer service skills and following up. I’ve attached a photo of the text message sent to me from the technicians tablet.

BEWARE:
Your prices are significantly higher than those of other oil companies I have compared.

In addition to the inflated oil price, you charge multiple additional fees that should already be included in the final per-gallon cost. On top of that, you charge an extra fee simply to sign a contract. Fees on top of fees is unacceptable. When a fee is charged to sign a contract, it effectively wipes out any advertised lower contracted rate—making it no deal at all.

After comparing several competitors, it is clear that their prices are substantially lower and their fees are already built into the oil price. Your company’s pricing is, by far, the highest.

I now understand why there is a class action lawsuit associated with your company. I feel I have been overcharged for far too long, and this pricing structure unfairly targets hard-working people.

As a result, I will be filing complaints with the BBB, DCA, FTC, and NJCAOG.

I had to get a delivery of oil because I saw the tank just a little under a quarter and I wanted to be sure I had enough for the holidays for guests to use as well as the cold weather. I eas told by the service person I am registering 1/4 and they will be delivering at the end of Dec. which was 3 weeks away. I didn’t wanna take a chance to wait for three weeks and have it run out or get to the bottom of the tank and end up being sludge. I don’t like being questioned for the fact that I want oil and I’m being told I had enough till end of December.
Delivery did come a few days after I made the call however, again I am paying for it and shouldn’t be questioned or told when the delivery will come if I need it early.

Also had an appointment for a furnace check between 8 and 12 today. I took the day off specifically from work for this. I happen to be checking my emails at 730 am today which is not something I usually do on my day off. To my surprise, I see a email sent 635 am stating that my appointment has been canceled and call to reschedule. However, we cannot call till 8 o’clock. I asked how do people get contacted in cases like thIs
and was told by phone call or by email. I didn’t get a phone call and I don’t know many people who look at their email so early in the morning .A text would’ve been so much better.
So my next appointment is January 22 which I do hope is going to count for my 2025 and I will also be able to make the 2026 as well no charge.
I asked for a confirmation and have not received anything. You know what really upset me that I didn’t even receive an apology for the cancellation on their part.

Customer since 2004. Decided not to get the service plan since I was paying for 400 gallons and only used 150. Called and got oil delivery and price was 5.39 gallon. Clearly 2$ over market. Was never told price when I called and assumed it would be market or little above. Wrote email and was told to call , maybe we could do something. I called left message, no call back. We are done

The Kaufman Fuel team, now under HOP Energy, has consistently provided quality services to our Monroe residence since the early '90's. We inherited the existing service agreements from the prior owners, and since 2009 have replaced the furnace plus various parts - top-notch service. Most recently, we had our annual tune-up with a great technician who was frustrated with the disconnectedness of HOP leadership to the field force, in terms o f performance expectations vs. volume and distribution of appointments - simple managerial and operational fixes that would make a huge difference to a mission-critical team that actually gets their hands dirty and keeps the furnaces running. Next time a tech comes to your house, spend a few minutes with them and show your appreciation that they might not get from their bosses (zero field experience, to mention). Thanks!

I’ve been with Automatic TLC for over 30 years. Automatic TLC has always scheduled my yearly service appointments within a few months of calling. The technician Dean was very professional, knowledgeable and thorough.. He noticed an issue with my chimney and suggested that I have it looked at. Once I agreed to have it checked he made the call and scheduled the appointment with a company. I appreciated his observation of the issue and made a recommendation.

They took 1800 out of my bank account without no authorization. They are only supposed to take about $160 a month according to their own budget they gave me, and no other automatic payments are set up. They left my family of 6 with $50 for a week with no way to contact them as they took my money AFTER HOURS with NO WAY to contact them. Avoid this business at all costs because it will COST you. So I get to stress out on a Friday night about this while they get to sleep all comfy

Do not use this company for anything other than oil delivery. They charged $325 for a simple boiler bleeding when almost every other company I’ve talked to since (after paying them) would have done it for about $150. Technician was great and I would leave him 5 stars just the company gets 1 because of insane pricing on a 10 minute job. Never using again and will find a new company for next time, lost my business.

This company has really terrible customer service. I had an emergency and called for my elderly mother who house was down to 40 degrees. Offered to directly pay. The representative blamed other departments and made stuff up. Later when my 80 year old mother called they ran her around enough that she cried. It was clear their corporate culture is IDAF the day shift can sort it out. I'm really looking forward to finding some better local options.

UPDATE: Contacted a local company and the owner called right back. Trouble shot the furnace and got it running. He even fixed the pipes that froze because the HOP representative could not (would not) send help. To add insult to injury HOP wanted $5.99 per gallon to act as a middle man to send someone else to deliver oil. Ended up with a local company for $3.88 delivered the next day. It was clear to me that the answer for me was to RUN and not WALK to a local company. Than God we found local folks that were heroes when we needed them. We're filing a complaint with the Mass AG.

We have been a customer for over 35 years now. Yesterday further proved that we've been with the right company. In the midst of the blizzard, our furnace stopped working - ultimately a failed motor. Dale was at our door within two hours - amazing on a day like yesterday. Straightforward, honest and pleasant, Dale made sure we had heat. From customer service, always easy to work with, to the technicians, we've come to really appreciate the company and its people.

Smart, communicative and affective. Couldn't ask for me these days!