Fred Fuller Oil Company Hit by 'Double-Whammy,' Deliveries Delayed

A back-to-back weather nightmare was compounded by a phone system malfunction, causing the state's largest provider of home heating fuel to fall behind in deliveries.

According to Simon Leeming, attorney for the Hudson-based Fred Fuller Fuel Oil Company, delays due to winter storms all across the North American supply chain, were compounded when the company's entire phone system went on the blink Wednesday.

"But it's more than a phone issue, or a weather issue – it's a combination of issues," Leeming explained Friday. 

"Typically most customers are on automatic delivery, while others call when the tank is almost dry. With the spike in weather, the company got a huge spike of people who'd normally call in a more orderly way, which has compounded the problem," Leeming said. 

He said Fairpoint has been working on the phone problem all day Friday, and the company has added an emergency crew to get deliveries out. The larger problem, Leeming said, is that the supply chain has been disrupted all across North America.

"They're working overtime and doing all they can to correct the issue and make sure they get deliveries to customers," Leeming said. 

On a Facebook page for the company, complaints were mounting from customers posting today, unable to get through by phone.

Bob Manning posted just after 5 p.m. Jan. 3: "Ran out of oil last month. Down to less than 1/8 tank now. Been on auto delivery for over 20 years. Phones busy at Hudson, Derry and Corporate numbers. Need 50 gallons to get me through, then switching to Haffners!"

Barbara Nemensky Mee posted: "Called last night (we are on auto-fill, like many others I've discovered on Facebook) and we are all almost out or low on oil. Promised last night I would be delivery today. It is now 4:22 and no oil delivered yet. Phone is ringing BUSY in Hudson all day, and tried Laconia too. NOT GOOD CUSTOMER SERVICE at ALL... we have been with them almost 30 years... I am frustrated and upset..."

Johanna Dean Ellis posted: "I called Monday for a delivery and was told they couldn't come till Friday even though I explained we were super low. Now it's 5 pm still no oil and have been calling all day without an answer!!! We ended up buying diesel to get through which is more expensive!!! Not happy!!! Btw their website says will call will be delivered the next business day."

And Ron Collier posted: "I can say that 2 guys just came with 20 gallons to get me going again (I am autofill) hopefully the truck will come fill me before this runs out. But can say they are out there trying to meet the demand and nice guy that showed up eased my frustration."

The New Hampshire Attorney General's office on Friday confirmed that they had been made aware of the phone problem, and were fielding calls from customers, worried because they couldn't get through – even on the 24-hour emergency phone line. 

"Mr. Fuller, who's been in business for well over 40 years, told me this is the worst week we've seen due to the combination of issues. We're working with the AG's office, and they're forwarding complaints directly to me as they get them. On as many levels as we can, the company is trying to address all these issues. This is the sort of nightmare that happens once in a generation," Leeming said.

Complaints can be forwarded to New Hampshire Attorney James Boffetti, Division of Public Protection, at (603) 271-3643, james.boffetti@doj.nh.gov.