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:03/18/2025

  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.

  Paylessforoil made a delivery on February 12 to my home, the driver did not put the cap back on and we had several precipitation events. They did not want to send a repair tech to fix their mistake without charge and told me it should be fine because it hadn't rained much. Well my furnace stopped working and I insisted that they fix it. They said that they needed my credit card to book the appointment and that they would leave it to the tech to determine if it was water in the tank that was the problem and if there would be a charge. The tech removed some oil with the filter and said there was some sludge caused by condensation in the oil but not water LOL. He tried so hard to say condensation not water but yes condensation is of course water. So yes they hit my card for $144 and apparently are taking no responsibility.

  

  Business Response

  Date: 04/01/2025

  Regarding the fill cap being left off, that may or may not be accurate. Unfortunately, after discussions with the driver it can't be determined if he made an error or not. Converning the invoice, ******* doesn't bill/invoice for service directly. (*********************** handles our service) I will reach out to them to see if resolution can be offered. Thanks, Chris C****

  

  Business Response

  Date: 04/01/2025

  Hi!

  I spoke with *** *** *** ******* concerning the $144 invoice. I have attached the techs findings and invoice to this email. As you can CLEARLY see, the tech notated there was no water, and in fact did find the source of the problem. Problem has nothing to do with Paylessforoil.com Inc. 

  Customer Answer

  Date: 04/01/2025

  Complaint: ********
  
  I am rejecting this response because: I have received the response from *** Paylessforoil and is completely false. The Tech found what he called SLUDGE in the filter. I asked him what would cause that and he said it was a mix of heating oil when condensation gets in the tank. Condensation is water, there was water in the tank they can call it condensation but it is water. I did see that the Tech said he removed air from the fuel line, that would be caused by a blocked filter as the furnace could not draw oil. There would have been no question of where the water came from if there driver had not left the cover off the oil fill pipe for over a month. I have a record of the per day precipitation total during that time and it was almost six inches. I do not understand how they think that it could rain that much and no water would enter the open tank.  I would also like to mention that the furnace only ran properly for several days and it started malfunctioning again. I added a product called Power Flow that I purchased from ********** and I drained about a gallon of oil from the tank and let it sit overnight and there was a thin water layer at the bottom. I drained an other quart and it appeared fine so I changed the filter and the furnace has been running fine since. I can not fathom that this company made such a stupid mistake and they think that it is fine to not remedy the situation.
  Thank you
  ****** *********
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 04/01/2025

  I just got off the phone with the owner of the company, he HAS AUTHORIZED THE FULL REFUND OF THE $144 charge. The customer should see this reflected on his credit card within a few days. If customer does not see the refund, please reach out to *** ( or Payless ) to check on it. We hope this concludes this dispute.

  Thanks, Chris C****  

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  It is unfortunate that this matter had to get to this point. I have been a customer of paylessforoil for almost as many years as they have existed. I am relieved that this matter is concluded and will continue as in the past to recommend your company. But I will tell people to always check that their cap has been replaced.
  Sincerely,
  and Thank You
  ****** *********