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Business Profile

Fuel Oil

McRobert Fuels Ltd.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fuel Oil.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:08/06/2023

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I received my renewal for our rental of the propane tank used to heat the home. Last year I paid $130 + tax and the 5 years before I paid $120+ tax. This year they are charging $250+tax for the rental. This is an outrageous increase.

    Business Response

    Date: 22/06/2023

    The customer states they received a tank rental invoice for their home when it is in fact their cottage.  The average purchase by this customer, since they have been with us, is approximately 300 litres per year.  It is clearly stated on the front page of the customer signed tank rental agreement that the rental charge is reviewed on a yearly basis and is based on volume.  The rental charge is in place to offset the cost of insurance, maintenance and the replacement costs of the tank.  All of these costs have had major increases recently.  This agreement needs to be equitable for both the customer and us, the company providing the service, and we believe that an extra $10 per month is reasonable.

    Customer Answer

    Date: 23/06/2023



    Complaint: ********



    I am rejecting this response because: it is completely unreasonable to go from paying $10.83 a month to $20.83 a month. That is double in one year and completely unreasonable. I fill the tank up once a year so the level of service has not increased. I also don't understand what it being a cottage versus a home has anything to do with it.



    Sincerely,



    *** *********

    Business Response

    Date: 11/07/2023

    Our manager spoke to this customer on the telephone shortly after their response and explained our reasoning again.  The customer agreed to pay for the invoice but did say they would re-evaluate their options over the course of the year and may make a change in the future.  We found this to be acceptable and consider this matter closed.

McRobert Fuels Ltd. is NOT a BBB Accredited Business.

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