Surner Heating Co., Inc.

Surner Heating Co. is a Western Massachusetts heating, air-conditioning and fuel-delivery company, and a recent Google customer wrote that after calling at 8am on a Monday for AC service, Ron came by 9 and fixed a bad coil. The company's website says it began as College Oil Company in 1963, when founder Ben Surner made his first delivery, and that Susan Surner took over as sole owner in 2021. It describes delivering heating oil, Bioheat fuel and propane and installing, maintaining and repairing heating and air-conditioning systems in Hampshire and Franklin Counties. The Massachusetts Supplier Diversity Office lists its Women Business Enterprise certification as active. A recent customer who lost hot water on a Sunday evening called at 9 on Monday and had it repaired a few hours later, with Ron explaining the issue. Kareem, Ed and Edson removed a recent customer's old oil tanks and installed a new one with new filler pipes and connections to the boiler. A recent customer said Kareem, Joe, Keith and Leigh put in a new furnace and water tank and that the work was very clean. Leigh serviced a recent customer's water heater and whole-house heat pump and pointed out mice or chipmunks leaving acorn refuse in the outdoor heat pump unit. A recent customer who switched to Surner for HVAC service said the service manager spent time on the phone giving guidance, and that Ann and another gentleman asked questions to try to avoid a service call. In a 2026 review, a customer whose former propane service had let them run out twice said Surner got them a new 1000 gallon tank on the same day, filled shortly after it was installed. A 2023 customer said that when a 33-year-old heating system failed, Surner designed a new system and Joe and John installed it in less than two days; that 2023 customer got the system on a 7-year, 0% loan with a $1,200 rebate. In a 2022 review, a customer with a fast drip from a baseboard leak late on a Friday said Lee was there within the hour for a temporary fix and back Monday afternoon, when the problem was solved. A 2023 customer whose 24-year-old furnace suddenly failed said Surner replaced it, and was disappointed that the old one had failed shortly after a complete tune-up a few weeks earlier. A recent Google customer wrote that after an oil delivery was canceled, the company continued to deliver and bill the customer's saved credit card, and called its customer service horrific. A recent reviewer wrote that oil was delivered after a call weeks in advance to cancel, and that the company would not provide a refund. A 2023 customer said they were charged $159 just to come out for a mini split AC unit, that the problem was misdiagnosed, and that no one contacted them back with an estimate. In a 2023 review, a house of 6 college students in Amherst complained of high propane delivery fees, unexplained credit card charges, lack of communication and never receiving invoices. A 2021 customer said they were charged almost $500 for a service charge and that the company tripled the value of the part that needed to be replaced. A 2022 customer said they spent 15 minutes trying to reach someone by phone after the 8 am opening and were refused emergency service even though their tanks were Surner tanks. In a 2022 review, a customer asking why Surner's oil price was higher said the woman who answered replied "do you want it or no." A 2022 reviewer described a dispute from around 2013 in which the company filled the tank with oil the customer had not ordered, threatened to take the customer to court over it, and later pumped the oil back out.