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:08/29/2023

  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.

  Prepaid $2639.45 for 550 gallons of oil back in May of 2022. I was on auto fill so that they came when they felt I needed a delivery. The contract was for June 28, 2022 - May 31, 2023. I stayed with the company for the terms of the contract. I have since decided to change companies and go with a local company. I called Brideau Energy informing them that I was changing companies and would like my money back. I had 141.8 gallons of #2 heating oil left @ $680.50. I was informed that I would receive a check in the amount of $466.52 and have to pay for the remaining oil at the price for which was $213.98. I understand the contract but, as far as I'm concerned I stayed with them for the period of time of which the contract was active. Furthermore as of right now I have under 1/2 a tank of oil. I guess I just don't understand how I have 1/2 tank of oil, they have my remaining gallons of which could have gone into my tank and they'll make a profit selling to someone else what I already paid for. Thanks

  Customer Answer

  Date: 08/29/2023

  Im looking for a refund of the $213.98 for the unused 141.8 gallons of #2 heating oil.

  

  Business Response

  Date: 09/25/2023

  The contract ***************** entered into was a fixed price contract.  As such the risk of a price drop is assumed by the customer.  We offer a price cap protection to prevent this exact situation, but ***************** chose not to purchase it.  The difference in the refund is the difference in the cost of the fuel.  It is not fair to assume the company should take the loss in the price change when it was the customer that choose this type of contract.  As a fuel retailer we were forced to buy the more expensive fuel associated with ********************* contract from our suppliers and as such have to pass that on to the customer.  ***************** admits to understanding the contract and is upset she made the choice and now wants us to cover her mistake, which is unfair. We are honoring our contract as it was written.  

  Customer Answer

  Date: 09/25/2023

  I understand what theyre saying but, I was left with 1/2 tank of oil and when I purchased it I more or less knew what I needed.   If they had filled my tank I wouldnt have had any problems.

• Initial Complaint

  Date:11/03/2022

  Type:Service or Repair 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.

  It was mid September of 2022 and I saw that my oil tank had a leak, I called Brideau Energy (our oil provider) and asked what I should do. They said they would send someone out to see what was going on and put a patch on the leak if needed. I asked if this was something I had to pay for and they told me I did not. 2 guys came in and checked out the tank, they located a small leak and put a patch on it, I asked them again if this was something I had to pay for and they said no. They told me they would have someone come out again to give me an estimate on how much it would be to get the tank replaced by them which I was again told that there was no charge affiliated with this. The guy came and checked everything out and sent me a quote that was completely unreasonable based on the 2 other quotes I received and the research I have done on how much a service like this would cost, so I go it replaced by someone else for $1800 cheaper than the quote I was given by Brideau. I received an invoice today for $211.52 from Brideau energy (attached). The invoice does not make any sense. I had no outstanding balances with them yet the invoice states that I have a previous balance of $208.52 and a current charge of $3.13. I called to see what this was about and was told that they are charging me for coming out to put the patch on because we didn't have the service change done by them. Why would they not send us any invoices prior today (11/1/2022) if we owed them money for coming here over a month ago, and why did they say it was free multiple times? That is not right at all, I was told multiple times that there were no costs associated with any of the visits that they had made and they did not say a single thing on that being contingent on us getting the work done through them. I attached the estimate sent to me on 9/23/2022 which also stated nothing about paying for them coming out here to put on a patch. I do not appreciate the surprise invoice at all and don't believe I owe.

  

  Business Response

  Date: 11/29/2022

  **************** is correct in many of the things he said in his complaint.  We did provide a free inspection of the oil tank back in April of 2022 and we did provide a free estimate.  However we have never, nor have we ever, said a service call is not chargeable before going.  What was said to **************** is that it will be covered as part of the installation if the tank is performed by us.  It was what he was told when he called for the service and what he was told after he questioned the bill. He was emailed a bill on 9/19 after the service was provided.  He was also emailed a statement on 11/1 showing the past due.  **************** has already terminated his services with us.  If he pays for the magna patch used to stop his leak we will remove the labor charge and close his account.  

  Customer Answer

  Date: 11/30/2022

   
  Better Business Bureau:
  
  I attached a screenshot of the email that I received on 9/19, but there was no invoice attached. I will pay for the maga patch excluding the service charge as soon as the invoice is sent to me.
  
  Sincerely,
  
  *****************************