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:12/18/2024

  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.

  On February ******, Country Fuel delivered ( in error) oil through fill pipe which had not been plugged (they had converted our heating system from oil to propane Jan 2021-we never had an oil delivery). The delivery slip indicated an oil delivery to our address (not propane) so their office was in error right off the bat.The oil was deposited over our belongings and through out the basement . The driver actually never stopped to speak with us- he drove off. We had to call Country Fuel to report the oil to which they were appalled at the mistake.DEP came and the subfloor was removed and a venting system put in place and concrete was poured over it. They accepted responsibility completely for the mishap and reassured us that they would make this right. We were so ill that we were out of our home for a month. Our home is fine but we are not. We went into debt over $11,000 and had to go into a debt relief program due to our cc debt from that ******* credit score is now 520. It was in the mid 700s.The insurance company of Country fuel is **************. They are offering us $8200 and we have a private adjuster working on our behalf. We did write Country Fuel a very detailed letter about the financial disparity between what their insurance company was willing to pay ( we are not comfortable settling at this point) but did not offer any compensation in any form. Due to our debt we made the decision to switch to Dead River in November 2024.We would like the Country Fuel to pay $3500 to cover the difference in what their insurance is willing to pay to compensate for the sewer pipe which was broken when the cement floor was broken up , replacement of screen door broken due to being the only egress from basement and being propped open, oil clean up on deck due to oil tracked from basement. There is no money which would address the trauma my husband and I have experienced. Exacerbated by the callousness of the oil companys insurance company.We have documentation.Thank you

  Customer Answer

  Date: 12/29/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 01/07/2025

  We did everything that we could for them, we have already given them some money for this mistake.  The insurance is handling this it is out of our hands.  It was an honest mistake in our part.  They did get oil from us until they switch over to propane.  The fuel pipe was never taken out, when the ticket was made it did say oil instead of propane.  They did not have to pay for their propane delivery after that.  We have tried to do what we could for them but they are just being impossible.  We went right up to their house and cleaned everything up that day.  They had to go to a hotel because of the smell.  DEP punctured a pipe that is not our fault.  see attachments  Thank you, *****

  Customer Answer

  Date: 01/14/2025

  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
  
  Regards,

  *****