I have run out of propane 4 times with this company. Absolutely unacceptable! Nothing was done about it and they refuse to waive the removal fee of the tank because I am switching companies for better service. Do NOT trust this company! Go elsewhere.

Last fall (2020), we had a new natural gas hot water heater (Rheem, 50 gal) installed at our rental property by Massey, Wood, and West, to replace a failing heater for our tenants. We were dealing with multiple difficult scenarios at the time, as Richmond Gas was running new pipelines and had mistakenly shut off our gas, and required the installation team to be on-hand (for an indiscriminate amount of time, we were given a very broad window) when the Richmond Gas people returned to inspect the unit and turn the gas back on. It was an incredibly frustrating experience, and obviously inconvenient for the plumber, but he stayed and made sure that the gas was switched back on, and that the hot water heater was working correctly.Fast forward to last month, our units pilot light began malfunctioning, and turning itself off randomly (and refusing to stay lit once it was reignited). Massey, Wood, and West came back out several times to diagnose the issue, but because of the pandemic, had a lot of trouble sourcing the part from their distributor. This is where one of their managers, Wesley, got involved, and he was truly a pleasure to work with. We explained our issue (lack of hot water for tenants, issues sourcing the new part and an uncertain timeline) and he got involved personally, calling the distributor and getting us a specific timeline. Once we knew when the part was going to arrive (the next morning), I expressed my concern about what would happen if the part didnt fix the problem. Wesley promised he would replace the unit with a brand-new one if that happened.The part did arrive the next day and their installer came out, but unfortunately it did not fix the issue. I got back in touch with Wesley and he was good to his word: he instructed his technician to begin disconnecting the old unit, and that another team would come out to replace it. The only unit that Massey, Wood, and West had on-hand was a 40 gallon, which wasnt big enough for the home at its current occupancy, so Wesley picked up the exact same unit (Rheem, 50 gal) from Home Depot, and had it installed that same day, at no cost to us.Its rare to find someone wholl do what they say they will, and stays good to their word. Wesley did that, and its given me a very positive impression of Massey, Wood, and West. I will definitely use them for any future heating and plumbing needs.

This company has absolutely no integrity and they do not conduct business honestly. I have had multiple employees lie to me to cover their own mistakes, including not registering the 10 year warranty on my Champion Heat Pump 4 years ago. They say the bill was not paid, but they did not leave me a bill or send me one. Then Patricia told an employee to pull my debit card from an old oil delivery and they tried to charge it for over six thousand dollars. Four years later and I am still dealing with their negligence and lack of honesty. Avoid at all costs. They are aggressive and combative over the phone and even though they admitted they did not register the warranty, they blamed me for not paying a bill that I never received. When I asked if I should have just called them and paid them six thousand dollars with no invoice or bill in hand, Patricia said absolutely. Not how I do business, sorry, Pat. I have experienced a lot of terrible contractors but these guys are the worst of the worst. They are crooks and should not be in business. Not to mention I was almost poisoned by carbon monoxide after their technicians refused to look at my furnace during a service call and that same furnace blew up 2 days later and I woke up to the carbon monoxide detector going off and soot all in my nostrils from the blow back.

Office kept billing me after I had paid already. Sent me three bills, and the final bill included interest! After the 3rd non-bill, I asked to speak to a mgr. A staff person called me back instead and was very ugly talking. But the bills finally stopped.

Installers showed up late. Sales blamed it on service. Service blamed it on sales. (Typical). I asked if they had mask. (Mind you my mother is 65 years old) The older installer was dismissive. I waited for him to finish speaking with my mother and told him I didnt appreciate him being dismissive. I posed the hypothetical. What if I was sick and they contracted COVID19 from me? All he could say was we dont have any mask. His response was not professional or courteous. A simple Sir we understand your concerns. Im sorry we dont have any mask. The company doesnt supply them. We will be very careful to only touch our equipment.Fifty-five minutes in they still havent installed the unit. They are reading instructions and on the phone with the manufacturer. Their excuse because the unit is new. They kept using the term high efficiency with my mother as if that was going to help ease her mind and build confidence in their technical skills.I explained to them I used to be on a team of installers where often times the equipment was worth over $100K. If the client was getting a new unit it would be explained up front. And whatever plan of action we had to take it would be communicated to the customer. This put the customer at ease and didnt make us look like idiots when we were reading instructions or making calls. I didnt curse at the installers and only raised my voice slightly.I waited to post this in hopes that they would redeem themselves. Apparently their boss heard my rant and told them to pack up and leave.I hate writing stuff like this. Im HIGH on customer service and this customer experience really ticked me off.

Repaired our companies AC unit next day for $165. Quoted $4k+ from another company to replace saying it was not worth to fix.

Worst service I have ever experienced. They constantly let our gas run out. I would have to call them for a refill The only time they bothered to come check it, was in mid winter when the cost of gas is at its peak. I cancelled our service and had to call twice to get them to pick up the tank. They billed me a$125 tank pick up fee, which they quickly pointed out was in the contract. If allowed, I would give them 0 stars.

Was promised a delivery “today or tomorrow “ two weeks ago. Calling daily and being told “You’re on the list “. My elderly mother’s propane tanks are at 20% and 10%. This is a a very unprofessional company and I’m hoping that we can get out of our contract.

Informative, punctual, pet friendly, and quality work. Thanks Doug! Nice to know we dont have to look anywhere else should something else come up!

Takes way too long to get a refill. The auto refill program is a joke especially if you are not a high volume user.

So Very thankful for The kindness of Catherine in the office and The delivery driver Jerry for going above and beyond for My family. Catherine made sure We got oil in the same day I called to follow up on my delivery status. I felt My family getting oil was a priority and so did Massey wood and west.I appreciated the extra help and attention to my needs. I highly recommend this company!! Thank You again, Catherine and Jerry !!You both have shown us what greatCustomer service and Integrity are all about.The Puffenbarger family

Disappointed with poor communication and broken promises. Takes several calls to get any service. They say they will come, but don’t show up and don’t call back to reschedule. We have cancelled propane service and requested propane tank be removed.... nearly 2 weeks later...Still waiting for tank to be removed after calling them three times.

Horrible service, do not even waste your time calling, Contact l the competition for swift and reliable response to your heating needs !

I have been a customer for over 20 years. Yesterday I ran out of propane after lengthy use of our generator. I callled and within 3 hours, my tank was replenished despite living a good ways out of Richmond. This is the first time in all those years that this has happened. I really appreciated the quick response.

After nearly 5 years of prompt and timely payment and four $95 annual tank rental fees, we were charged $125 for removing the tank-OUTRAGEOUS! I do not recommend Massey, Wood & West. I encourage all to very carefully read the lease agreements. I will do all that I can to dissuade others from patronizing Massey, Wood & West. I recommend Southern States in the 23116 zip area.

If I could give negative stars I would! This company is horrible!!! Their customer service is a run around. If you ask them a question you get a vague non answer or left on hold for over 10mins. If you are on a payment plan, you have to call them before your tanks get to 50% empty or you will be left with nothing because they will take 9-15 days to come out! If you get angry (which after 9 days of no heat and the run around from them, I was) they hang up on you! These people dont care about if you have children, if you are elderly, or have special needs animals. They (Pamela, a supervisor) will even go so as far as to threaten to call the delivery people back and not service you if you are understandably angry and yelling and they wont listen so you talk over them. They have been the worst heating service Ive ever had or experienced! I would -10/10 recommend them. Or in other words DO NOT USE THEM, unless you are a preferred customer, on their automatic plan (even then they might do this to you). For the rest of us, we have to freeze and deal with it!

We have been a customer for over 25 years and for the past 5 years customer service has been horrible. We have run out of propane in our tank 6 times in the past 2 and a half years, and we are supposed to be on automatic fill up every month! When we call to report this and request a fill up, it takes more than one phone call to get a delivery and service is very slow. I have never dealt with a more incompetent and inefficient company.

Very satisfied since i started using their services in 2003. Efficient, professional and honest propane deliveries for my fireplace.

Poor poor poor customer service. I called them to get my oil tank replaced and told them up front that 275 gallons of oil spilled on the ground. They mentioned nothing about clean up.. collected a check for half of the price of tank the day after i called them...almost $900, immediately cashed the check. Came to my house took the old oil tank the following business day and left me with nothing...never called me...i had to call them and they told me that i had to clean up the oil before they gave me my new oil tank. They company who is cleaning up the oil asked Massey to give me a temporary tank and he would move it to its correct location after the clean up...this has yet to happen. This has been going on for over a week. I told them i concerned about my pipes freezing and wanted a way to get heat they seemed not to care one bit. I also told them that I am going on my third week with no heat again they seemed not to care. I would not recommend them at all customer service is absolutely horrible.

Seems like an easy business however they struggle with simple delivery instructions and customer service. We have been left without heat or hot water at least four times and had two other times where we were close to running out in 7 years. They do have an emergency service on call however the receptionist there will let you know they can have someone call back during normal working hours (not helpful when it is 40 degrees in your house with no hot water). I wish I was not stuck with their tank. If you have a choice beware.

For years I had a great relationship with Massey Wood & West. Today I filed a complaint with the Va Attorney Generals office. I have been calling over a span of 9 days to get a propane delivery. I have been told to expect a delivery on 3 separate days. This morning I offered to buy the propane tank on my property so I could get someone else to fill my tank, they wouldnt sell me a tank - this is extortion. Something in Va needs to be done to offer some consumer protection for those that heat their homes with propane. It is my understanding that the owner died and they fired someone. They were a once great Richmond business, its really sad to see what they have become.

Every time we call MW&W they give a date 2-3 days ahead. 5 days later, they still havent come. Call them, more excuses and no gas. This has happened all 3 times we have called to get propane in the last year. We are shopping for a new company because they are not dependable or reliable.

Too bad there is not a ZERO star. the worse customer service ever. My 91 year old disabled mother rented a propane tank from Massey Wood and West and paid on time for 14 years. I found out she had not been using her fireplace for the last 10 years and thus decided we need the tank removed. I made 6 phone calls between Nov 2017 and Feb 2018 asking for the tank to be removed. I was tossed around between different people (Wesley, Melody, business office lady, etc) and was told in Dec 2017 that they were too busy to remove the tank but that they would schedule it for Jan 2018.Jan 2018 came and went and the tank was still there and they continued to bill my mother. I called early Feb and they finally came out to remove the tank. they charged my mother $125 for removal fee that they never told us about and we never agreed to. furthermore, the paperwork indicates the tank was 33% full so they got fee propane that my mother paid for. It gets worse. they continue to bill my mother for tank rental fees for the months AFTER the tank was removed.I made the 7th call to their office 4 days ago and asked to speak to someone who could resolve all these billing issues and address this SUPER POOR customer service and I was told the comptroller would call me back..that was days ago and yet no calls from anyone.DO NOT DEAL WITH THIS BUSINESS. They dont care about their customers and theyre out to rip them off.

We have had services for over 10 years. Then they were supposed to come check our gauge; which they said was their tank so if it was bad they’d fix it. No charge. Well they came out checked it and charged me $125!!! I’ve tried calling back and no one has called me to address the issue. Will no longer be using their services!!

Extremely unsatisfied customer . All we wanted was a gas company that could provide a automatic monthly top off our gas tank and to be billed in a correct and timely manner and all we got was excuse after excuse and unfulfilled promises from Wesley who atleast by title is posing as some sort of manager. Wesley is a liar! Youll call him asking why your tank hasnt been filled he will go on to tell you that you werent set up in the system correctly or some excuse of that nature but guess what .... youll be calling back next month to have the same conversation and Wesley once again will promise that its taken care of. By the third month you will be on a first name basis with Wesley sometime around the 5th month of calling back asking why this simple service cant be done he will start to suggest that you need a bigger tank which may seem like a valid excuse if they actually showed up monthly to fill the tank in the first place ... but they dont ... despite the fact that you are paying for an automatic service Wesley is gonna to prove to you time and time again that he doesnt fully understand what automatic means and that you are going to have to call him monthly ( and generally when you are close to running out) This is when he will realize that your pissed and will send someone out that day to give a small fill to get you through .. you will start to feel like Wesley is understanding .. he will even promise that the truck will be by that week to fill you up ... but here is the kicker .... They never come and then you will find yourself on yelp calling Wesley out by name cause at this point they owe you for your time trying to explain to him how to do his job correctly . Thanks Wesley ! really appreciate it.

Over the years, I have been most pleased with MW&Ws timely oil delivery service, responsive staff in customer service and recently impressed with the expertise of the service technician (Adam), who was sent out to service both our older oil burning furnace and our newer heat pump system

Worst company to deal with. Very, very dishonest. They have told lies to get out of paying unemployment taxes and they short their customers on fuel oil deliveries. They are not a company you want to do business with. Very criminal in their actions ! Do not trust them and get everything in writing. Best to stay away from dishonest companies like this !!!

Massey, Wood and West was wonderful yo work with. They show up when they say they will. The work they did at my house was great. The tehnicans were nice and very knowledgible about my furnace. I will call Massey whenever I need a repair on my equipment.

Called on the 20th of November and was told I would receive service no later than the 23rd. No one showed. No one bothered to call and tell me they were not coming. I called on the 24th and was told they would be here on the 28th. At 4 oclock I called and was told they would be here within the hour. Again no one showed. Been with them 15 years but not next year. Clearly my business is not important to them. Lying and standing me up.twice is not A com0any I choose to do business with

They do not come when you call for routine delivery. Being the mother of young children i would never recommend this company to anyone without back-up heat. When i had autofill service with them they let me run out of propane 3 times. This year i called for routine delivery and had a 350 dollar credit with them and they called my mother twice to say they were not coming. When i had less than 10 percent in my tank they finally came at my urging; however, they charged 150 dollar emergency service fee. The delivery came over 1 week after i called and then i was charged for emergency service- that is CRAZY. I have every intention of taking them to small claims court. They are rude, sarcastic and unprofessional in their customer service. I was recently told by the controller that i would be better served by another company. I am currently being better served at Virginia Propane, she was right about that, lol.

Been doing business with them for years, always been fast and on the money

If I can rate them a zero I would! They are liars and unprofessional people. Wes who I assume is the owner is no better than the rest of them!

I was given a price of 1.69/gal through the season, then I realized they were charging my card 2.10/gal. Told them to pick up the tank when empty and the said it would be a pickup fee of 125.00. They owe me 274.75. Crooked operation. Beware!

Over the years of dealing with them theyve failed to send me a bill several times for tank rental and subsequently came a repossessed the propane tank 2 days after filling and cashing my check for the fill-up. Their customer service is terrible, as well as, their billing department apparently. Do yourself a favor and find another propane company in RVA.

Always helpful, friendly and courteous.

Rod Badley is the best he is wonderful

Cannot even call back to schedule an appointment, with myself or 3 other people including a Home warranty company. Multiple calls and emails not answered. Terrible customer service. Would give zero stars if possible. DO NOT USE!

They have poor customer service and I had a bill the told me that I owed and I didn’t they gave me the run around for months saying oh no you do own this amount but keep sending sending me a bill and had to lay them out and tell them I pay on the stop and don’t have automatic drop but they didn’t care so I called and spoke to so many people that just keep making excuses for this after arguing for over 5 months they told me that some how 2 accounts was under my name it was pure hell dealing with them

Extremely unsatisfied customer with their delivery and customer service. Have called several times about my delivery of propane to no avail. Deceitful company. Do not use

Scheduled propane delivery two weeks ago. I am still getting the run around about my delivery. If you call close to 5pm they will keep hanging up on you until their answering service begins. Worst customer service imaginable!!

Never do business with this company! They picked up my paid for tank with NO notice and left my family with NO hot water to take a shower! Thank GOD that Revere Gas delivered a new tank the next day! Thank you Don and the Revere Gas team for taking care of us!!

Not recommended