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Business Profile

Fuel Oil

Carroll County Oil, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fuel Oil.

Complaints

This profile includes complaints for Carroll County Oil, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Carroll County Oil, LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:04/03/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      Ordered oil- did not receive bill after two weeks- called company to see why- delivery was never made. Oil tank was very low- risked issues with heating system. When called they said the "ticket" was lost. If I had not called them the oil would have never been delivered. They attitude and explanations were not satisfactory.

      Business Response

      Date: 04/03/2024

      Customer called inquiring about her bill on 3/26. when the staff has realized that the delivery had never been made, we apologized and assured we would get that fixed. We quickly got her a delivery the next available slot- 3/27.  When the customers credit card information was missing her expiration date after the delivery our staff reached out to her to confirm the card information. At that time the Customer had asked why she had not received the delivery when first requested. We explained that we has either misprinted or misplaced the ticket. At this time the customer was upset. Staff reassured her that her delivery took ***** gallons. At this time the customer was transferred to the office manager. The manager informed the Customer that they have a 275 gal tank that holds about ******* gallons on average, and that there was roughly 70 gallons in her tank. Explained 100 gallons gets average customers 1 month or 4 weeks, and they had not run out of oil. Customer was still upset. At this time Manager asked what the customer would like to make this situation resolve.. Customer stated we needed a new system and we stated this was a unreasonable request. With customer becoming more agitated manager asked if anything else could be done. With no resolution in site we informed customer if they are unhappy and feel as though we cannot be trusted we would send them a formal letter discontinuing future deliveries, and closing the account.   

      Customer Answer

      Date: 04/04/2024

       
      Complaint: 21520677

      I do not accept the business's response as a resolution to my complaint because: Their response is not correct. I called two weeks prior to this incident requesting delivery which was promised by the end of the week. The tank is 200 gallons not 250 as they stated. The price of oil went up from the time I requested the oil and when it was finally delivered. If I had not called a delivery would never have been made as they had no record of the request. It was requested over email, so I have record. I asked for the owner of the company to reach out to me. That has still not occurred. I have not been able to check on the home due to the current weather conditions. We are hoping that there is no damage to the heating system or anything else in the home. It is obvious that their system of "tickets' does not work. It is interesting how they can take their time delivery oil, but the bill needs to be paid immediately which it was.
      Sincerely,

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

      Business Response

      Date: 04/08/2024

      Attached is the customers paperwork that shows when the account was created it was written down as a 250 gallon tank- being a standard size. If it is not a standard size tank that would be the customers error for incorrectly filling out paperwork. The customers delivery was ******************************************** the tank.

      We do audit our emails/tickets at the end of each month, and go over delivered tickets and driver logs to insure that everything in our system is correct. 

      In regards to the price per gallon. When the ticket was originally requested on March 13th the price per gallon was ***** (cash discounted price). When the delivery was made the price per gallon was still *****, it did not change, Attached is a copy of her invoice- showing the cash discount of $18.14 for her delivery. 

      We informed the owner of the company- He is aware and he will reach out once he is able to. 

      Customer Answer

      Date: 04/09/2024

       
      Complaint: 21520677

      I do not accept the business's response as a resolution to my complaint because: Owner has not contacted me. Their solution was to cancel our account- I did not request this I just want someone to contact me about this situation- they were not apologetic and were unable to suggest a solution, so this does not happen again. 

      Sincerely,

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

      Business Response

      Date: 04/22/2024

      Owner attempted to reach customer to resolve this. Customer did not respond or return phonecall. 

      Customer Answer

      Date: 04/25/2024

       
      Complaint: 21520677

      I do not accept the business's response as a resolution to my complaint because: Returned call twice with still no response.Too little too late. **** second number for him to call as he was calling home phone.  He has attempted to call that number.
      Sincerely,

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

    Carroll County Oil, LLC is NOT a BBB Accredited Business.

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