G. C.
Please Beware
**As of October 1, 2026:** I am very disappointed with my experience with this heating company. We were charged twice for the same service. After bringing the duplicate charge to the company's attention, only a small portion of the money was credited back. Because the issue was not fully resolved, we filed a dispute/chargeback with our bank. After we filed the chargeback, the owner, Mike, told us: **“You filed a charge back. Let your bank deal with it. That’s how my communication will be.”** There was also an issue with the permit for the replacement of our oil burner/furnace. The permit was filed after the replacement work had already been performed. I had to personally follow up with the Top Tier Energy owner Mike regarding the permit, and after I pursued the matter, they filed the permit. I do want to make it clear that the technicians, **JC and Voladymir, were very nice, professional, and did their best** during the work. My concerns are with the billing, permitting, and subsequent communication with the company—not with the technicians who performed the work. Because of these issues, we will be filing a complaint with the appropriate consumer-protection agency and providing our supporting documentation. We will also seek legal advice and pursue any legal remedies available to us. As of October 1, 2026, these issues remain unresolved. This has been a very frustrating experience. I recommend that customers carefully review their invoices, payment records, communications, and permit information and keep copies of all documentation. We do not recommend this company.
Reply from Top Tier Energy ServiceOct 1, 2026
Hi Claire, this is Mike from Top Tier Energy. I’m responding to the review you posted because some of the information is inaccurate, and I would like to clarify what occurred. Your permit was filed on time. The October 8 date reflects the Town of New Canaan’s scheduling availability; it does not mean that we completed the work and then applied for the permit afterward. Regarding the payment, we initiated a refund, and the funds were withdrawn from our account. A chargeback was also filed through your bank, which placed the disputed funds on hold. Because both processes were initiated around the same time, the matter must now be resolved between your bank and our merchant-processing company to ensure that you receive the correct refund without the same amount being deducted from us twice. As I explained today, this is not because I am unwilling to communicate with you or issue a refund. The chargeback process has placed the matter outside of my direct control while the banks review and reconcile the transactions. I completely understand why the delay is frustrating. However, I respectfully ask that you reconsider or update the Trustpilot review because it does not accurately reflect the permit timeline or the current refund situation. Please contact your bank regarding the chargeback, and we will continue cooperating fully with our merchant processor to resolve this as quickly as possible.