Complaints

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.

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Company let our oil tank run completely out of oil! Discovered this on an early Saturday morning!!We had zero heat on a below freezing temperature day and we had no hot water!
  
  Homeowner had severe respiratory illness and was home sick.
  
  Homeowner called customer service- was told by first service rep that the trucks were out on road and would be getting to us today,
  Was also told there is NO WAY to contact supervisor until Monday!!!Called back a few hours later and was told by service rep that she would contact supervisor if she could .
  
  Called back a third time and rep Emily said all deliveries stop by 12 noon!!!
  No one to deliver, she would try to get emergency tech out to us with minor Amt. of oil. She would tell supervisors.Homeowner told her we are done and will never do business with this company again. Not to bill me $ pathetic customer service , really no service.told them I, canceling my account don’t dare send anyone here next week.
  
  Emergency technician arrived later in afternoon with 20 gallons emergency fuel.He told us straight out that the Standard Oil company had NO RECORD that the boiler fuels the hot water heater!
  
  They serviced this boiler in like May of 2023!,! Completely incompetent.Monday morning I’m home sick from work- oil truck arrives… I go tell him to stop immediately.
  
  He states that 69 gallons were put in.. I tell him the weekend events and that I had cancelled the contact.To tell his SUPERVISOR asap.
  I spoke to Darryl in customer retention TWiCE.
  
  I REFUSE to pay for their blatant failure on multiple levels at STANDARD OIL. ;failed to note on our account the critical info that left us without heat and hot water because their failure of calculations did not put our home on the delivery schedule - that is COMPLETELY the problem of STANDARD OiL.
  This failure to provide oil and the lies and zero customer service and their attempt to correct their FAIlURES will NOT be PAID FOR by the BURNS’
  
  WE REFUSE To PAY when we are NOT AT FAULT!!

  

  Business Response

  Date: 03/20/2024

  ***         ****** ******** ******
  *****    **** ******* ****
  ***         *** ********* ******** ** *****
  *****     ***** *** ****
  
  This
  will acknowledge receipt of the above captioned complaint.  I regret that it was not answered earlier but
  I was on vacation and have just returned to work.
  
  The
  Complainant is obviously angry that she ran out of oil.  She is also correct in stating that it was
  caused by Standard’s delivery schedule not recognizing that oil was being used
  to heat domestic hot water as well as heating the home.
  
  That
  she ran out of oil is unfortunate but, given the circumstances, it was likely
  inevitable since the delivery schedule was based on the assumption that oil was
  used for heat only.  The previous
  delivery was made in April of 2023 and a substantial amount of that oil would
  be unused until the following fall if its only purpose was to provide heat since
  there would have been no requirement for oil during the warm spring and summer
  months.
  
  The
  reason for the run-out, however, was based entirely on information
  supplied by the Complainant and her husband. 
  When setting up the account, the Complainant’s husband stated to
  Standard Oil that the source of his domestic hot water was an electric hot
  water heater and further clearly and with certitude stated in response to
  Standard’s inquiry that oil was used solely for heat.  Consequently, the delivery schedule was
  premised on the information that he supplied to Standard, and no provision was
  made to account for the additional oil usage required to heat hot water on a
  year round basis.
  
  In
  a later conversation, Standard’s representative, in response to a question from
  the Complainant, said that the Complainant had an electric hot water heater and
  the Complainant said nothing to contradict or correct that statement. 
  Further,
  there is no evidence that the Complainant or her husband ever updated or
  corrected that information.
  [Note:
  Voice recordings of those conversations are available on request].
  
  Standard’s
  personnel never enter the home when making an oil delivery; the entire process
  takes place outdoors leaving the drivers with no knowledge of the heating
  system. Standard’s service technicians would know that the Service Plan
  selected by the customer covered only the boiler but would not be at all
  familiar with any individual customer’s delivery schedule, nor would it be
  likely they would have reason to question the accuracy of the information
  supplied by the equipment’s owner on which the schedule is based.  In addition, in view of the approximately 20
  trouble-free previous deliveries there is little likelihood the question would
  ever come up in the absence of an incident like an oil run-out.
  
  The Complainant stated that
  the temperatures were “below freezing” (<32°F / 0°C)
  on 11/18/2023 , the run-out date, however temperature records from *********** ****** ******* show that the temperature at 07:56 am was 55°F and at 12:56 pm (9 minutes prior to their first call
  for a ‘no heat’ condition) the temperature had dropped to 52°F. 
  ********************************************************************************* Similar
  temperatures were recorded at ********** ******* and while mildly uncomfortable,
  they were certainly not at a dangerously low level as the Complainant seems to
  allege.
  
  Standard
  received its first call for a ‘no heat’ condition at 01:05 pm on November 18, 2023,
  and the first available technician was dispatched at 02:21 pm and arrived at
  the Complainant’s residence at 02:56 pm. approximately 111 minutes after the
  original call.  In a good-will gesture
  made prior to this complaint and its subsequent investigation into the real cause
  of the run-out, Standard waived the liquidated damages in the amount of $123.10
  to which it was contractually entitled upon Complainant’s termination of their
  fixed-price contract. Curiously, this amounts to compensation of approximately
  $1.11 for each of the 111 minutes between the original call and the arrival of
  the technician.
  
  The
  Complainant states that she verbally canceled her contract with Standard
  Oil.  For the protection of both parties,
  and in accordance with *********** law (CGS §16-21a (7)), the Complainant was required under her
  fixed-price contract and by law to provide written notice of her intent
  to cancel her automatic-delivery’ account sent by certified mail, email or fax
  to the addresses provided in that contract. 
  Complainant failed to do so.
  
  Note,
  too, that there was considerable expense incurred by Standard in making the
  service call on 11/18/2023, (something invariably necessary to restart an
  oil-burner that runs out of oil) and it could be argued that because it
  resulted from the never-updated and never-corrected information supplied to Standard,
  that we would be fully justified in presenting them a bill as well as
  rescinding the $123.10 credit mentioned earlier.  We are certainly not ungrateful for the
  Complainant’s prior patronage of our company, and we do not currently anticipate
  taking such steps.
  
  The
  Complainant currently owes the sum of $360.01 for 89.8 gallons of heating oil
  delivered in connection with the ‘no heat’ call.  It appears from the complaint that it is her
  intent to confiscate the oil despite having unquestionably used that oil entirely
  for her own benefit.  Unsurprisingly, courts
  frown upon what is called “unjust enrichment” especially where, in this
  instance, the information supplied to Standard Oil regarding the source of her
  domestic hot water is the root cause of the oil run-out.
  
  We
  fully expect that we will be paid for the oil delivered and we sincerely hope
  that payment will be made promptly and voluntarily, especially considering their
  responsibility in causing this regrettable situation to come about.  If she requires additional time to pay, or
  needs a payment plan, our Credit Department will certainly work with her to
  find a suitable arrangement.
  
  We
  hope you find this responsive to your request for an answer to this complaint. 

• Initial Complaint

  Date:07/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In late October of last year I went into a one year oil contract with Standard Oil. At said time I was a new Home owner and seeking oil services for home heating. I agreed to contract which stated that if I cancelled before the contract ended I MAY be charged a fine. In March of this year I called to cancel and explained my circumstances because at that point in March I had spent $3500 since October on oil. I told Darrell I couldn't afford being in the contract because as soon as the oil drops a bit below half they show up to refill. They did mention that after first order the next one would be close behind and i was okay with that but I never expected that I would have spent all that money in just four months. I was hoping Darrell would work with me but instead he offered five more orders at $550 per month which I told him I couldn't afford. He then told me I would be charged a fee of $700 for early cancellation but I could continue the contract and get more oil for that $700. I told him the contract didn't say I would be charged it said I MAY be charged and after spending all that money in such a quick span I certainly didn't expect to be charged. Since that time I have been getting oil based on what I can afford elsewhere and Standard oil have been sending me bills for $700+ for "beginning balance". I didn't have a beginning balance! I feel like I did the right thing by cancelling because if they had delivered oil and I was unable to pay Id expect issues. I feel I'm being punished here.

  

  Business Response

  Date: 07/17/2023

  This will acknowledge receipt of the above captioned complaint.
  
  We regret that we are unable to
  provide a detailed reply to Ms. ******** specific complaint inasmuch as the
  matter has been referred to our attorney and it is our policy to not comment on
  pending or ongoing litigation.
  
  We can say that, while it is
  spelled out in bold print and a separate acknowledgment signed by the customer
  is required as part of the contract, it is not uncommon for people entering
  into a fixed-price contract for oil to not take into serious  consideration that the oil-supplier is
  required by *********** law to use its own funds (and not the customer’s) to
  purchase,  in advance,  sufficient oil to supply the customer for the
  length of the contract, typically one year’s worth.
  
  Having spent a considerable sum
  based on the customer’s written promises, it is not unreasonable for Standard to
  expect the customer to honor their obligation under that contract and pay for
  the oil they requested Standard to buy for them and that obligation does not,
  under any circumstance, constitute a “fine”.

• Initial Complaint

  Date:11/16/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Standard Oil is charging me for a service plan that I did not want, never signed for or used in the amount of $403.07. They came to my home and told me I needed a new furnace which I did not need. I cancelled service and they still charged me for the service plan indicated I did not cancel before the two month deadline to get charged the full year service. They are not a company to be trusted. They are threatening me they will threaten my credit, put a lien on my house, and bring suit against me if I do not pay.

  

  Business Response

  Date: 11/18/2022

  *****     ******** *** ****
  
  ***          ****** ******** ******
  
  *****     **** ******* **
  
  ***         *** ********* ******** ***** ******
  
  
  We
  have reviewed the above captioned complaint: 
  
  I
  will respond first to the last sentence of the complaint. I am not privy to
  conversations between Ms. ****** and our Credit Dept. and a review of
  post-conversation notes does not indicate such threats were made but the
  finality in which the account was closed may indicate that the exchange between
  the parties may have been heated.
  
  A
  review of Ms. ******** transaction history indicates that, since becoming a
  customer in 2020, she had paid for service plans in 2020 and 2021 and those
  contracts were renewed on their anniversary date in 2022.  Her statement that she did not want the
  service contract for 2022 is somewhat belied by the fact she paid for it on or
  about August 19, 2022.
  
  She
  also states that “[they] told me I needed a new furnace which I did
  not need”.  A review of her service
  history indicates that she was likely advised to consider replacing her boiler.
  I base this on the below note made as part of a service call made on October
  29, 2021
  
  WO#:*******)
  Found boiler steaming due to faulty aquastat, cooled 16 yr old smith s w 4,
  replaced aquastat and hi vents  Purged
  all zones. noticed water leaking from seals between sections after work was
  done. Explained and showed Mrs. letting run at this time
  
  Cast-iron Boilers,
  because of their massive weight, are typically delivered and then assembled in
  sections.  These sections hold extremely
  hot water which is pumped through radiators throughout the house.  The sections must be tightly joined and water
  escaping these sections is not something you want to see and is indicative of a
  possibly shortened life span, especially in a 16 year old boiler which had
  already expended 80% of its normal 20 year warranted life.  Ms. ****** may count herself fortunate that
  nothing has so far happened.
  
  It is true that
  we will normally decline to credit a service plan that has been in effect for
  more than 60 days. Customers appreciate the service plan when they need it.
  Others have difficulty understanding that there are very significant costs to
  Standard Oil in offering service contracts even if they are never used. The
  contract imposes an explicit obligation to respond to a customer’s request for
  service. To do that, Standard must employ people to answer the call; by law it
  must employ only state-licensed (and highly paid) technician to work on heating
  systems and Standard must maintain adequate staffing levels that ensure that
  technicians are available 24-hours per day, 365 days per year.  It must supply these technicians with service
  vans, it must stock each van with thousands of dollars’ worth of parts; its
  insurers charge very large premiums because of the high-risk nature of the work
  performed; it must employ its own mechanics to ensure its vehicles are ready to
  go at any hour of the day or night. Behind the scenes it employs an office
  staff, computer technicians, customer service people, and technical advisors,
  in short, it employs (and must pay) a small army of people to ensure that when
  the customer calls with a problem Standard is able to be at the customer’s
  residence for a ‘No Heat’ or other critical situation typically in less than 90
  minutes.
  
  We are a 109-year-old
  company who have been guided for more than a century by only two people, the
  company’s founder and the current president who has overseen this company since
  shortly after his return from naval service in World War II.  I have had the privilege of working for both
  and I have great faith in the trustworthiness and integrity that they have
  insisted on since the company’s founding in 1913.
  
  Too, they have
  always maintained that gratitude is an integral part of doing business and, in appreciation
  of the considerable business provided to us by Ms. ****** in the short period
  of time in which she was a customer, I am crediting the $403.07 cost of the
  service contract.
  
  We trust that you
  find this responsive to Ms. ******** complaint.