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:06/03/2025

  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.

  I switched from propane to electric system. When I called to have them to remove their tanks they told me it would cost ******. They came the same day I called and removed them. Why should I pay for them to remove there property. There was 144 gallons of propane in the tanks and they said they are deducting it from what I would receive in  a refund. This is unfair and I should get my full refund. It was never stating in writing to me that I would have to pay 150.00 for them to remove there property. They also told me it would take 6 to 8 weeks to get a refund.

  Business Response

  Date: 06/02/2025

  Section 5. of customers Retail Propane Delivery Agreement Terms and Conditions clearly state customer will be charged a one-time fee for our services associated with the retrieval of our propane container(s). 
  
  Customer will be provided credit for propane returned in our container(s).  If the credit for returned propane is less that the fee for retrieving our container(s), customer will be responsible to pay any remaining balance however, if the returned propane results in a credit larger than the fee for retrieving our container(s),customer will receive a refund.   

  Customer Answer

  Date: 06/02/2025

  This was the first time I have dealt with getting propane set up and it was done over the phone with a gentleman from Petro.  Since I was a new customer they were giving me a credit of ***** for setting up the account for automatic delivery.  I never got any paper work from them which stated there would be a ****** charge to pick up their property.  When I called to cancel this since I switched the heating and air conditioning over to electric that is when I was informed that it would cost me ******.  I told them that the tanks can stay they there until I sold the mobile home but they were out there the same day to pick them up.  I feel this is a ridiculous price to pay since I always paid my bill on time.  I was set up to pay ****** monthly which was too much anyway since there as a ****** credit on my account at the end of a year.  I asked for it to refunded which took forever to get my money back.  They also informed me it would take 4 to 6 weeks to get my refund which is unsatisfactory.  I should get my full refund of the 144 gallons of propane that was in the tank.  It should not be taken away from my credit.  Thank you. 

  [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
  
  Regards,

  *****

   

   

  Business Response

  Date: 06/04/2025

  Section 5. of customers Retail Propane Delivery Agreement Terms and Conditions clearly state customer will be charged a one-time fee for our services associated with the retrieval of our propane container(s). 
  
  Customer will be provided credit for propane returned in our container(s).  If the credit for returned propane is less that the fee for retrieving our container(s), customer will be responsible to pay any remaining balance however, if the returned propane results in a credit larger than the fee for retrieving our container(s),customer will receive a refund.   

  Customer Answer

  Date: 06/04/2025

  When I bought this mobile home they told me to get Petro for the propane.  When I called the gentlemen set me up and went over the cost.  He said they had a special for putting the tanks back in of ***** which I would get a credit for.  Which I did get a credit.  I never got any paper work from them.  He put me on a monthly billing of ****** a month.  From being with them for one year of paying ****** a month I had a credit of over ******.  So they held ****** of my money because I did not use as much propane as they calculated.  I asked for my refund and told them to cancel the monthly billing I would pay as it was delivered.  When I called them to pick up their tanks because I replaced the hole system over to electric because the air conditioner went up.  When I called them to give me an estimate to put a new system in all they were going to do is replace the ac unit and replace nothing else for ******* with a discount and it would cost 7100.00.  I got an estimate from mobile homes and they were ******* to replace the heating and ac units.  When I called them to pick up their tanks is when they told me it would be ******.  I told them I was not paying ****** for them to pick up there property.  I had 144 gallons of propane in the tanks and she told me they would take it from my credit.  I told them I was not going to pay it and to send me my refund.  She told me it would take 4-6 weeks to get my refund.  I told her it does not take that long to send a refund.  I told her if she takes that amount away from my refund I would take them to small claims court.  I am in the right because I was never told or have it writing that it is ****** charge to pick up their property.

  Customer Answer

  Date: 06/09/2025

  I never got any information from Petro all I ever got was delivery receipts in the mail.  As I said previous they never stated there would be a ****** charge to pick up there tanks.  I will take them to small claims court if you cannot help me.  All I keep getting from them is a statements for -664.15 

• Initial Complaint

  Date:05/15/2025

  Type:Customer Service 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.

  My wife and I moved into our current home in March of 2023. It's a beautiful waterfront property and has multiple sources of heat supply. Given we had just moved in and had not gone through a winter here, since we had an oil burner as backup heat, I figured why not go ahead and make sure it's full for additional backup capability. It's likely due to my military training, given we already had several other sources (i.e., Trane central heat/ac system, Split system heat units, and radiant heat in the floor). Still, I called Petro and had them deliver oil to me. I paid them for that but about 4 - 6 months later someone from the company started calling us to get more oil. I repeatedly told them that we hadn't used the oil we had gotten from them so we did not need any more oil. They started calling every month or so to ask if we needed oil. Again, I told them that we did not need oil since we hadn't used the oil they had previously brought to us. Around February of this year Petro sent an African American male to our home to provide oil. I went outside and told him that we did not need any oil and had not requested delivery of any oil. He said he hated that they do that. I assume from his comment that Petro sends out personnel to try to force folks to take delivery. Anyway, I sent him away and did not allow him to hook up his equipment to provide oil to us. Later, I started receiving phone calls about an outstanding bill. Subsequently, I noticed a mailed envelope with an invoice from them. Interestingly, the Petro representative claimed I owed them three hundred plus dollars but the bill they sent said I owed them $1189.84. I called them and told them there must be a mistake and explained what had happened when their service person came to my home. The lady insisted that I owed them and got rude with me. I told her I have a Top Secret clearance and would not lie to avoid paying something owed. Someone recently called to say they would investigate error.

  Business Response

  Date: 06/02/2025

  We have reviewed our delivery records for the driver, vehicle and GPS for 02/18/2025.  All records indicate 310.0 gallons were delivered to this customers tank.  We have spoken with customer stating we wanted to measure the tank however customer has refused access to be on property.  We would appreciate customer reconsidering and arranging for us to measure the tank at his convenience in a effort to resolve this matter.

  Customer Answer

  Date: 06/09/2025

  I did deny letting Petro come to my home because their reasoning made no sense.  First, I know for a fact that they did not deliver any oil to my home this past February or whenever they are saying they did besides the one time in 2023 after my family first moved into our new home.  Second, Petro themselves told me at that one time that they could not tell how large my tank was.  I asked how much did they think I would need and they could not tell me.  They said they could fill it and over time would have a good sense of my tank size. Third, if now possible to measure, taking a reading can only show what I have not what was in it or what they claim they put in, especially since as I said we barely used it after they put the oil in the one time in 2023.  Whatever is in our tank is there because we have not significantly used it.  Still, even if we had used a lot there would be no way to say what's in the tank is high because they put oil in or low because I had high use.  Based on all of this and most importantly that we did not receive any additional oil and that they are lying to say we did, there is no way I will let them back on my property.  They are a very dishonest company.  I will NEVER use them again.

• Initial Complaint

  Date:04/24/2025

  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.

  Petro home services have been providing oil and gas delivery as well as servicing of heating and air-conditioning for approximately a year. On 28 June 2024 I entered into a service agreement for Petro home services to provide maintenance of both the heating and air conditioning units in my home.The amounts charged to me as a customer by the provider were as follows 28 June 2024 $319.95 - AC $299.95 - Basic Furnace Over the last 10 months Petro home services have failed to provide the servicing of both cooling and heating units, while canceling or not showing up to previously scheduled appointments. On three separate occasions the company either canceled the appointment, or the tech were unable to show up within the scheduled timeframe. The units have been unserviced, and the company is unable to resolve the maintenance until July 2025, surpassing the 12 month service window. The company has failed to uphold its obligation as part of the service agreement, and has caused the customer time away from work and loss of wages on three separate instances.

  Business Response

  Date: 05/07/2025

  Customers heating and air conditioning equipment have received their appropriate tune-ups.  We regret any inconvenience with earlier appointments having been cancelled. 

• Initial Complaint

  Date:04/14/2025

  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.

  I purchased a home in December 2024 from heirs of the gentleman building a home. He had passed away in 2023. We were told and per our Realestate contract everything and its contents conveyed . We called several companies and found that Petro serviced the previous. We set up service and were told we had to get our tanks casters checked . We were in the middle of construction hand plumbing had yet to be finished . We called once plumbing for the radiant heat was finagled to set up the inspection and was told by a car named ******* who I might add is very rude that we were going to be billed for the gas that was in the tanks . It didnt make sense to us that we were being billed for the contents being they were conveyed in the Realestate transaction. They then told us they were their tanks. No stickers or printing are on the tanks. We explained that we were told they were the previous owners and they were ours through the purchase. They threatened to come pick them up and disconnect our heat source. We plainly told them that they could pick them up if they could provide us proof they were their tanks. They ******* , claimed they dont have to provide us anything . In the meantime they billed us for the tanks. We called to explain the issue and they had ******* call back and threaten us with court. We are not trying to take something that doesnt belong to us we just asked for proof and they could come get them is all. Pulling keeps calling and we keep going through this cycle.

  Business Response

  Date: 04/21/2025

  Current property owner has repeatedly been advised the tanks are company owned and were not owned by prior owner of property.  The propane tanks were not part of the property purchase.  Due to the tanks being owned by us, customer was not permitted to have any work performed on them or to have them filled by any other company.  Attached is signed documentation from prior owner noting the tanks are not customer owned. Current property has the option to allow us to remove our tanks or to purchase them at previously quoted price.  We will contact current owner for their decision on purchasing the tanks or having them picked up; they would be responsible for any damage to our tanks. 

• Initial Complaint

  Date:03/03/2025

  Type:Customer Service 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.

  On 12/27/24 A driver for Petro Oil Company name ******, backed up my alley, the front bumper attached to my gate due to the truck being too wide & destroyed my gate. I went to the office in ********, spoke to **** ***** giving her all my information and pictures. I've made a number of calls & sent a number of emails. No response to address this incident. It's been over two months & no one will respond to me at all. I'm not a customer of this company, oil was being delivered to one of my neighbors when this incident occurred. Had he parked the truck on the main street & dragged the hose up the alley this would have never happened. I was looking from my window when this happened in unbelief because anyone could see the truck was to wide. As stated I spoke to **** **** in person on Citation Rd. I spoke to ****** ******* over the phone & on 02/26/25 ****** *. responded to my request via/ ********. Everyone politely take all my information, but no one calls me or email me. It's not right that someone can destroy my property & the company they work for should be accountable for it. All I want is my gate replaced. I have pictures of the damages & the driver.

  Business Response

  Date: 03/13/2025

  While we have determined damage reported by homeowner was not caused by our vehicle, we have advised, in a gesture of good will, we will make necessary repairs.

  Customer Answer

  Date: 03/13/2025

  Consumer left vm message indicating the business replaced her gate.
  

• Initial Complaint

  Date:02/20/2025

  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.

  I sold my house in Maryland in December that my sister was renting. My sister was paying for the oil and given authorization to correspond with Petro regarding the account. There is a credit on the account for $1171.00 that was to be refunded to us. The closing documents were emailed over after speaking with Kayla in customer service. Since this, there have been 6 verbal conversations with 4 customer service reps regarding this refund and nothing accomplished. On 1/22 Natalie looked into the issue after I had been told multiple times previously that the check had been mailed. As suspected it was not. She apologized for the delay and assured me after checking into it that it would be sent Fedex and I should expect it to arrive by that Friday or following Monday. The check never arrived. When I called again on 2/14 I was told they do not send out checks by Fedex and the check had been mailed on 1/28. Here we are 2/20 and still no refund check. I have USPS informed delivery and there has not been a check that was due for delivery. This is unacceptable and unprofessional for a company who received funds for a service in advance to not return the money due back to us after we followed their instructions. We have been patient for 2.5 months. We would appreciate any assistance in resolving this issue.

  Business Response

  Date: 02/24/2025

  Customer states their refund
  check dated January 29th was not received.  We found the check
  was not cashed and not returned to us, possibly lost in the mail.  A new
  check was issued February 21st and sent to customer via Federal
  Express.  Customer was called to advise and the tracking number was also
  emailed.

  Customer Answer

  Date: 02/24/2025

  We received our refund check today 2/24 via Fedex. We are satisfied with this outcome and wish to close our complaint.  Thank you

• Initial Complaint

  Date:02/05/2025

  Type:Customer Service 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.

  We use Petro Propane (Essex Md). Up to this event, we were auto-refill and auto pay. Since removed auto pay. On 2/19 the NoVA area was expecting a winter storm. Called Petro prior to this storm to make sure we would have propane as Petro have allowed us to run out of for the past two years. We were told delivery would be on 1/20 per schedule. PM of 1/19; post storm, we shoveled our very long driveway to avoid delivery hinderance. AM of 1/20 we paid a service to plow and salt.
  1/20 came, no propane. Called Petro and were told they were "unable to access driveway". Ok, I will give this to them, we live at the end of a dirt road, but we were told we would have propane by 1/22/25. Wed. comes and goes, no propane, driveway and road 100% clear (with pictures to prove which I emailed as requested with no response), and they again tell us the driveway is "inaccessible" with no cares of outside temps and no answers to what happens if pipes burst etc. We had no issues (pictures to prove) driving to Home Depot to buy heaters.
  Either Thursday or Friday, received email from Petro that they would be there on 1/24/25 to deliver. No-show on Friday, "unable to access driveway". Road has been clear for 4 days and driveway for 5 days, so clearly no one is coming out to verify. Petro stated we would have propane on Monday.
  Finally, received a "drift" of 8 gallons on Sunday, 1/26th, so at this point we are no propane for 5 days. That gentleman was very nice and noted in his discharge notes that our road was 100% clear.
  Called Monday to verify time of delivery and was told that we were not on the schedule, but would 100% receive by Tuesday, which we finally did.
  We have kids, elderly, and a cancer patient in our house. This was all known to Petro. This could have ended VERY badly, and I would like the BBB to know of their lack of care, worry, really anything related to heat during this record low. We are starting the dispute process for billing, but TBD what that result will be.

  Business Response

  Date: 02/12/2025

  We sincerely regret the
  frustration and inconvenience our customer experienced.  We have reviewed
  account information as well as information provided by our customer and
  addressed matters internally.  While there were a number of contributing
  factors delaying a timely delivery, not meeting our customer expectations is
  not acceptable to us and we will strive to ensure there is no repeat
  occurrence.  We are pleased to advise this matter has been amicably
  resolved to our customer’s satisfaction and look forward to the opportunity
  they have afforded us to continue providing for their heating requirements. 

• Initial Complaint

  Date:01/21/2025

  Type:Customer Service 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.

  We moved away from Baltimore in 2024 and sold our house in December. We have terminated our contract with Petro. Petro owe us around $3000. They claimed they mailed a checked to us but we never received it. We subscribe to US postal notification and knew for a fact that no check ever came. Then a supervisor stated they will FedEx the check to us and that never came too. We want our refund ASAP. Please help. This is dishonest business practice. We never owe them a single payment in our 12 years+ as their customer.

  Business Response

  Date: 01/22/2025

  As promised, customer’s refund
  check was processed/mailed 12/09/2024.  Due to customer not receiving the
  check, we contacted our bank on 01/20/2025 and placed a stop payment on the
  December check.  A new check was issued and sent to customer via Federal
  Express.

  Customer Answer

  Date: 01/24/2025

  Hello, we received the check via FedEx today. We would like to accept the resolution and close this case. Thank you. 

• Initial Complaint

  Date:11/14/2024

  Type:Customer Service 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.

  My furnace was serviced in the spring by Petro. When it was turned on this fall, it blew soot into the basement. Petro came out Nov. 1 to service. The technician stated that a fitting on the fuel injector was overtightened and cracked by the previous technician, causing fuel to combust inappropriately. He stated that the heat exchanger had too much soot in it and the furnace could not be run safely. He stated that they would obtain parts and repair at no charge, as their technician had caused the problem. Nov. 5 I received a call from the sales department stating that the furnace could not be repaired and to schedule for an estimate. I left messages for service on Nov. 5 and 6. Nov. 8 Petro scheduled repair for Nov 12. Nov. 12 the service manager called to say the part did not come in and the were investigating. Nov. 14 I left a message requesting an update, was told it would be 24 to 48 hours for a response.

  Business Response

  Date: 11/25/2024

  We
  are pleased to advise this matter has been resolved to customer’s satisfaction.

  Customer Answer

  Date: 11/27/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:08/09/2024

  Type:Customer Service 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.

  I have a service contract with Petro where they deliver oil fuel to fuel the boiler in my house and service my boiler during the year.
  They came and filled my tank, and said the connection (at the base of my home) was leaking and they would send a tech out to fix. Tech came out said "I replaced this piece on your fill, we will let you know if it's fixed." I was like okay that sounds good. They were also talking about how if the piece they replaced didn't fix it that I would probably have to dig up my patio to replace because if it's still leaking the leak would be below ground. So I'm pretty concerned at this point, I could be looking at a major project.
  
  NEVER heard from anyone until I got another bill for more oil that they filled (I'm on automatic deliveries) I called them up and asked them about the leak, and they acted like I had no idea what I was talking about. Their tech is the one who told me that they were going to keep me informed about a leak of hazardous chemicals leaking around the base of my home and I have 3 dogs.
  I don't appreciate them telling me they would let me know and then didn't. Especially because I called in and they acted like they had no idea what I was talking about. They schedule to send someone out to verify it's not leaking, I pick a time that I would be home from work, then I get a call while I'm at work and that they're going to be at my house in 15 mins, I was at work! So they continue to not do what they say they're going to do. I speak to the service advisor Dominique, he says he's only one department and check on some things with another department and that he would call me back. I left 4 voicemails, no call back. I finally got ahold of him by calling him again. He then CC's me on an email to the person he was suppose to be checking on a discount for all this inconvenience, 3 business days have now gone by and I have yet to hear from anyone again! And now they're charging me late fees when the issue has not been resolved.

  Business Response

  Date: 08/15/2024

  We are pleased to advise this matter has been amicably resolved
  with customer.  

  Customer Answer

  Date: 08/15/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****