Complaints

This profile includes complaints for Jamie Oil Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Jamie Oil Company, Inc.

  171 Main St Ashland, MA 01721-1187

  
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  Jamie Oil Company, Inc.

  PO BOX 287 Ashland, MA 01721-0287

  

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:11/09/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Please see our full dispute attached as a word document.Essentially we have an open billing dispute for an A/C repair that Jamie Oil messed up technician assignment on. Because of this, we opted to not buy heating oil from them anymore. They retaliated by forcibly taking back their propane tank and refusing to continue that service.We are seeking an apology from the business, a credit for the A/C service fee and propane tank removal fee as well as a proper refund for the gas remaining in the tank that was previously paid for.

  Customer Answer

  Date: 11/20/2023

  We have gotten in touch with the business via phone, but do not consider this matter resolved. At this point they have cleared our open balance with them, but they have not issued us the credit for the propane fuel we feel we are owed. The business said they would get back to us in the coming days. We appreciate any assistance BBB can offer in getting the company to do the right thing here.

  

  Business Response

  Date: 11/21/2023

  Dear **** and ***, 

  I am so sorry to hear about your experience with our service ***** At Jamie Oil, we take pride in customer satisfaction and always do our best to ensure our customers are taken care of. In hearing about your experience with your AC, I apologize for the miscommunication between the technicians and wish that the situation was elevated to management to address the problem. We never want to charge a customer for work unless they are satisfied with the work and their problem is fixed. 

  As far as fuel contracts are concerned, our lock-in rates are valid for the heating season and do expire upon completion of that season. This protects us as well as our customers, ensuring we have the gallons available to you at the locked-in rate we agree upon. You will see in the contract you signed; the term of the contract was through May 31, 2023. Some customers choose to lock in some years and choose not to lock in other years. We require customers to sign a contract for these lock-in rates because we must buy gallons at the cost to ensure we can honor the price for the duration of the contract. With the market so volatile it is so important for us to do business this way and follow our signed agreements. 

  When the contracted price expires at the end of the season, customers then pay the market rate. This market rate can be more expensive or less expensive than the locked-in rate; it's dependent on how the market performs. We will never take a customer off automatic delivery unless notified by the customer, you will also see this language in the contract you signed. If Jamie had taken your account off auto without your consent, you would have been relying on us to deliver fuel; your pipes could freeze. We never would want to cause or be liable for such an occurrence and so we require the customer to notify us if they would like to be taken off auto delivery. While we understand some customers change, I do ask that you notify us when you switch suppliers so that we are aware that we should not deliver to your address moving forward. 

  I understand that you are upset we are not able to lease the propane tanks free of charge because you do not meet the minimum gallon requirement now that you are not an oil customer. We offered to sell you the propane tanks so that we could continue to deliver propane to your house, and I understand that you did not want to buy the propane equipment. We have a minimum gallon requirement due to the expense of the tanks. If you buy a certain amount of gallons from us, we can incur the cost of the tank and therefore not require the customer to purchase. 

  If you have further questions, please do not hesitate to call our office, I will be happy to explain further. 

   

  Customer Answer

  Date: 11/21/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

  FAQ

  Hello,

  We tried to elevate the ** issue to management and got no where. We spoke with an individual (*****?) who said he would make the necessary billing adjustment after we spoke about the issue in detail over the phone. He ultimately made an incorrect adjustment. We tried to have the issue corrected again and we were simply told an adjustment had already been made and there was nothing else that could be done. Assuming ***** is part of the management team, management should have been well aware of the issue and chose not to rectify it. If they had, we would have happily remained oil customers.

  Once we realized that you were unwilling to fix the ** billing mistake, it was at that point we decided to drop you as our oil supplier. We called right then and there to confirm that our contract was terminated, we were not liable to purchase any more oil and Jamie Oil would not deliver any more oil to us. We were assured over the phone that yes, that was the case if we did not want to sign a contract for the '23-'24 heating season. So whoever took that call did not properly notate the account. We understand the lock-in pricing model, but we did not sign a contract for the following year and confirmed that we would not be taking delivery of any more oil at that time.

  It should have also been confirmed for us at that time that we could not be serviced for propane without being serviced for oil. We were not informed of that on that call. It was only when Jamie Oil incorrectly kept us on automatic delivery for oil and delivered oil when you were explicitly asked not to over the phone that we were simply told "If you won't have us deliver your oil then we're coming to pick up our propane tank." We were never given an option to purchase the tank. We were merely informed that Jamie Oil had no choice but to take it back. If you had offered to let us buy the tank, we definitely would have done that for everyone's convenience but it was never offered. That *** be your standard practice, but it was not provided as an option to us. So I suggest talking to your team, seeing who fielded those calls and determine why they did not do what you claim they did/should have done.

  As far as we're concerned, you have cleared our outstanding balance for the ** repair and propane tank removal fee, but we ultimately did not get the credit for the remaining gas that was in the tank. Our statement shows we received it, but we really didn't when you factor the other charges in. If you look at the statement #***** (Attached) we had an outstanding balance of $74.67 after the oil delivery that should have never come, the propane tank removal fee and the credit for the remaining gas. All that was done was the open balance of $74.67 was brought to $0. This does not account for the credit. We are expecting a check in the amount of $204.57. Until that check is received this complaint will remain open and unresolved. Once we receive that, this matter will be considered resolved and Jamie Oil will never hear from us again.

  Regards,

  Ray

  

  Business Response

  Date: 11/30/2023

  Hi ***, 

   

  We will work on the items discussed below to ensure our team members are trained properly. Also please let me know if you did not receive the check we sent (#*****). 

   

  Thanks again, 

   

  ************;

  Customer Answer

  Date: 11/30/2023

  Jamie Oil has resolved this dispute to our satisfaction. They sent a check to reimburse us for the amount in dispute.

  Regards, 

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