This past Saturday, I went to a dinner for the evening, and we ran out of oil unexpectedly (my wife and I are new homeowners), so my wife (who stayed home) called Townsend's 24/7 emergency hotline (found on Google) for an emergency fill-up of 10-15 gallons until someone was able to come out during the work week and fill the tank completely. We were told that someone would come out on Monday -- and that the labor fee for the emergency fill-up ($187) would be applicable to filling the tank. So far so good.
Then, after calling multiple times on Monday to see when a technician/person who fills the tank was coming, the day ended without anyone coming to fill the tank. So, again, we had to have an "emergency" fill-up of 10-15 gallons to make certain that we didn't go without warm water and heat for the evening. Thankfully, they didn't charge us for this encounter, but there was no heads up or communication whatsoever on when a technician might be coming over (which is entirely disrespectful of customers' time -- really, not even a window?). And, when the technician came over, he said the previous emergency technician's decision and recommendation to shut off the lines to one of the tanks (we have two, because it's an older home with tight corners in the basement) would potentially cause problems (air bubbles) with the line later on, after opening it to be filled.
Today, we were left a bill for the full amount of the oil filled, despite their promise that if we decided to fill our tank with them during regular hours that they would subtract the labor charge. I called to try to get clarity on the arrangement, and the lady who answered the phone not only was entirely unhelpful, but also was very rude. After I took the time to explain the entire situation, she basically asked me a question indicating that she hadn't listened to anything I'd said. I asked if she'd heard what I'd just said, and she said that she didn't. Then she told me that I should just go ahead and pay the full bill and that they'd already subtracted the total from the bill.
I called my wife to confirm, and she told me that this was, in fact, not true. She'd written a check on Saturday to Townsend, and bill was a direct calculation of the cost of oil for the gallons poured into the tank. So, my wife called, and reportedly also received very rude treatment from the lady on the phone, who told her that they check she'd written on Saturday (it's now Tuesday) hadn't been processed, and no one had recorded any notes on the account. She told my wife to call back on Monday. So, it's now been a few days, time and money has been expended, and the failures in communication continue. Not only that, but we still haven't resolved the issue, and are told that the burden is on us to get them to clarify the matter.
Needless to say, I'm non-plussed, and don't plan to use their services again. I post this review as a warning to others who may happen upon them on Google.