Complaints

This profile includes complaints for Rymes Heating Oils, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Rymes Heating Oils, Inc. has 13 locations, listed below.

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• 

  Rymes Heating Oils, Inc.

  257 Sheep Davis Rd Concord, NH 03301-5747

• 

  Rymes Heating Oils, Inc.

  100 N Main St West Lebanon, NH 03784-1117

• 

  Rymes Heating Oils, Inc.

  2 Main St Antrim, NH 03440-3906

• 

  Rymes Heating Oils, Inc.

  557 Mayhew Tpke Bristol, NH 03222

• 

  Rymes Heating Oils, Inc.

  81 Main St Lancaster, NH 03584-3060

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:08/28/2023

  Type:Product 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 June 19, 2023 at approximately 9:30 AM, my realtor was advised by a Rymes Propane representative that they would purchase the LP Gas in a 500 gallon tank at my former residence in Stratham, NH following the sale of the property on June 22, 2023. Per the instructions of the Rymes representative, the LP Gas was not included on the real estate settlement. I received multiple phone calls from Rymes and their new parent company, all confirming that they would send me a check for the remaining gas. I forwarded the gas level photo to them, it read 68%. I also forwarded them my new address to mail the check to. My estimate of $714 is based on a 500 gallon tank at 68%, 340 gallons at the price I paid ($209.9).
  
  Over the past two months, I have placed over a half dozen phone calls to Rymes, seeking my payment and a return phone call from a manager. In each case the representative I spoke to said they would have a manager call me. No return phone calls, no payment.
  
  Perhaps the BBB can get this resolved, sparing both me and Rymes the inconvenience of a small court claim.
  
  I want to be paid for the gas I purchased and left in the tank, at Rymes direction.
  
  Thank you.

  Business Response

  Date: 09/05/2023

  At this point neither
  party involved has produced closing documents that should outline how utilities
  are to be settled. Our stance is that this matter is between the seller and
  buyer to work out

  Customer Answer

  Date: 09/05/2023

   
  ********** ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because it was a Rymes Propane Customer Service Representative that advised my realtor not to include the LP Gas on the closing documents, that Rymes would send me a check for the remaining gas in the tank.  Please see the statement from my realtor.  The closing documents do not include any charges for the propane, again this was on the advice of a Rymes employee.  I am a senior. This issue is very troubling to me and the $714 reimbursement is significant in my budget.
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:05/10/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Just need to say….I am very disappointed in Rymes Propane in N. Conway, NH! We ran out of propane in February only because one of our gauges was stuck, therefore, not getting a correct reading for a month. When we arrived at our home in February..we had no heat. A technician came to deliver the propane. We were warned that when you run out of propane..they need to do a “leak” test. Ok…I understand. However, the tech never did the leak test even when I asked if he was going to do one. He remarked..you don’t need a leak test..you’re out of propane (because of the stuck valve). When I received the bill..there was a $75 charge for a leak test ?? even though its wasn’t done. My husband and I were outside with the tech the entire time! Believe me..no leak test was done! I called last week to inquire and state my case. The “hub” mgr said she was standing behind her tech and my outstanding balance is $75. Seriously?! She said she has proof that it was done because the technician filled in a form. He’s been in the business for many years and Im sure he knows a number to put in. If they can prove to me with the meter that was supposedly used with date and time, I’d love to see it.

• Initial Complaint

  Date:05/08/2023

  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.

  January 2022.... we called Rymes to fix a boiler issue. Upon arrival, the driver struck our home with the Rymes truck. He struck the house so hard that he dented/cracked the wood beam around the garage door and damaged the entry door between our two garage bays. The driver admitted he struck the house with his work truck. Pictures were taken and his supervisor was called. The supervisor came out to the house to inspect the damage and acknowledged responsibility and told us Rymes would repair the damage. After multiple phone calls, pictures and emails to John Harnadek and repeated calls to the Hudson office, NOTHING has been done. It's been 15 months and we are still waiting. We were told it cannot go through their insurance because the damage is " not great enough". They said they would fix/ repair themselves. I have been given three different contact names and each time we are given the runaround....no contact for months. Last week I was told it was "forwarded to upper management". No contact since. Nobody wants to fix the damage they caused. My husband and I refuse to fix it ourselves because we know we will never be reimbursed. I sent another email today but don't expect to hear back from anybody who knows what's going on. I don't know how they stay in business with such poor customer service. Acknowledging responsibility and taking action to fix it are two different things. Rymes is a dishonest company.

  Business Response

  Date: 06/13/2023

  Repairs have been completed on 6/6/23. It did take us longer than we would have liked but the home owner has expressed to me that they are pleased with the repairs. I have pictures and screen shots of repairs and text messages but it would not allow me to upload them. 

  Customer Answer

  Date: 06/13/2023

  
  
  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:01/18/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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’ve had Rymes for years and since they’ve switched over to another billing company but remained Rymes things changed quick. Our propane is $5.05 per gallon when everyone else is charging $3 per gallon. We started to shop around and went with ******* for a much better price. Rymes called us to ask if we would stay for $2.50 per gallon “locked in”. Ummm… if you can offer $2.50 per gallon then why are you charging us $5.05 per gallon?! Can we get a refund for the difference? The answer was no. They said they can’t change the past. This company is taking advantage of so many people in such a difficult time to make ends meat. Somehow we spent $1000 in December alone, they won’t give us an itemized invoice and we’ve NEVER used this much in a month before. This was when we were switching to *******.

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased our home at ** ***** *** in October 2022 Rhimes propane I provided the previous owners with a propane tank that still had 40% of the tank filled. We requested they remove the tag from the property multiple times multiple avenues from calls to emails to voicemails, but of all gone on, answered. I was able to speak with Kerri W*** who was rude and condescending during our conversation. She rushed me off the phone and provided me with an email to request removal of the tank. I have emailed her multiple times and she has disregarded each of them. I simple want the tank removed from my property and to never have dealings with rymes again.

• Initial Complaint

  Date:01/09/2023

  Type:Order 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 husband and I have been Rymes heating oil customers at our current address since May 2017 and are automatic delivery customers on monthly budget payments.
  
  On December 25th, 2022 I noticed that our oil tank was almost at empty. Logging on to the Rymes/Superior Propane site, I saw (attached) our tank was estimated to have less than 40 gallons remaining. I tried to order a fill but was not allowed because we are automatic customers.
  
  I did not call that or the next day because of the holiday and called Tuesday to ask when our next fill would be. I could not get through and the voice mailbox was full. I was worried about losing heat and hot water and, dissatisfied with the lack of help, called another local heating oil provider and got a fill from them. On the Rymes site I filled out the contact form to request account termination. An hour later, the Rymes truck came and I told the driver not to bother and that we wanted to cancel.
  
  I tried multiple Rymes email addresses requesting cancellation and got no reply, some bounced back. A projection person called to ask if we still wanted auto fill because "they said the tank wouldn't take any oil when they went to fill it" (either she lied or the driver did - he never got more than halfway up the lawn before I spoke to him). I repeated my request for cancellation (see attached) and was told she'd forward it to her supervisor. Days later, no response. Found an email of a customer service rep on here, tried that. Mailbox full. I've hit a brick wall. I just want my account terminated and my balance (a bit over $1500 pre-paid budget payments) refunded.

  Business Response

  Date: 02/10/2023

  On 1/3/23 Jen H left vm for customer to see if they still wanted to be on auto delivery since 0 gls delivered on 12/27 when ***** refused delivery. ***** emailed Jen back that they wanted to cancel services and credit balance to be refunded. Jen emailed ***** apologizing for the delivery issue of them being low on heating fuel during the holiday season. Put account on will call status so they would no longer receive any deliveries and forwarded the email to a supervisory to process the request for refund.  Request for refund was submitted on 1/10/23. Takes up to 3 weeks before refund check is received by customer. 1/20/23 ***** emailed Jen to see where refund check was. Jen is a part time employee who responded on 1/24/23 to *****'s email that she would check on the refund. Refund processed on 2/1/23 for $1939.45. Account terminated. 

  Customer Answer

  Date: 02/10/2023

  
  
  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. I have not yet received the refund but will wait and see if it turns up, will contact business if it does not.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:12/19/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 was customer receiving propane deliveries from Rymes Propane & Oil until April of 2022. I purchased a property that had a Rymes Propane & Oil tank installed which was servicing 3 residences. I received fuel from them from June of 2021 (when I closed escrow on the property) until April of 2022 when I changed to ******** because I was installing a Generac at the property.
  Once the new tank was installed by ******** I contacted Rymes and requested that they remove the old tank and a meter system that they had installed for sub-metering the units. I was quoted a fee of $95 to remove the tank and meters.
  Rymes ultimately came and removed their 1,000 gallon tank a couple of months after the my request.
  On 12/7/22 a statement was prepared by Rymes in the amount of $2,198.53 (which will be assessed for a late fee on 1/6/23).
  Since receiving the statement I have sat on hold for extended periods of time wanting to discuss the issues with someone, but no one ever answers the phone. I also emailed a request for information on 12/13/22 without any answer or assistance.
  I need someone to discuss this matter with me before receiving late fees for something that I don't understand.

• Initial Complaint

  Date:12/07/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 rented a house on 9/1/22. The landlord gave me the credit application for Rymes to set up my service. Around 10/1 I mailed it in and assumed the service would start automatically. I have an 800 credit score, perfect driving record and a 64 year old real estate executive.
  
  After hearing nothing from Rymes after 30 days and getting into the cold season, I emailed Rymes to confirm that my account was good to go.
  
  After two weeks and mo response I tried calling Rymes and was on hold for 45 minutes and finally hung up.
  
  Two weeks later I ran out of fuel and out of desperation I called my
  Land lord and she gave me a number to call. I finally got a live person and said my credit application was denied. When asked why she said I had to call Experian. I monitor my credit score weekly and told her that my credit is exceptional. She repeated, “call Experian”.
  
  I gave her my credit card for an emergency delivery and they
  Charged me $125 for an off route delivery. So I paid it be because I had no choice.
  
  I told the customer service rep that I am not going to argue about the Experian thing, just take my credit card number, put me on auto fill and charge my card before you make the delivery. She said they can’t do that.
  
  So every two weeks I check my fuel. Last week when it hit 35%, I made the call to Rymes. Again put on hold for 25 minutes and finally hung up.

• Initial Complaint

  Date:11/08/2022

  Type:Billing 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 were customers of Rymes for propane service at a home we sold in June 2022. We turned out service off in May and informed them of the new owners and to turn off our automatic billing.
  We received a bill on 9/28/22 for a propane fill in the amount of $281.14 to fill the tank at the home we no longer posses. We filed a dispute with our credit card company, who reverses the charge but Rymes sent us a bill to recoup their money.
  I cannot get anyone to answer the phone at any number listed, they do not respond to emails and I don’t want to be sent to collections for a debt we are not responsible for. I’m not sure you can get anywhere with this, but they have to know their customer service is atrocious.

  Business Response

  Date: 11/09/2022

  I was able to locate an account based on
  the email address provided for **** ********** – * **** ***** ****** ************** NH.  I can confirm a
  delivery was made 9/28/22 50.7 gallons based on an automatic delivery schedule
  under a tank monitor.
  
  In searching for the new owner I was not
  able to obtain a public record for contact, is this something Ms. **********
  could provide?  If not, we would need to
  lock the propane tank, but with the changing temperatures would like to provide
  a courtesy call/notification first.
  
  Thank you,
  
  Joannea C******
  Customer Service
  Supervisor
  Rymes
  Propane & Oil
  Address 257 Sheep Davis Rd.; Concord, NH 03301
  
  Phone 603-228-2224
  x101   
  Email
  ********@rymes.com
  Website: www.rymes.com
  

  Customer Answer

  Date: 11/10/2022

  
  
  Complaint: 18371257
  
  
  
  I do not accept the business's response as a resolution to my complaint because the automatic billing was cancelled in May. The new Owners of the home are *** *** ****** ******** and they can be reached at ************* They took possession of the property on 5/13/22. We are not responsible for any file charges after that date. 
  
  
  
  Sincerely,
  
  
  
  ****** **********

  Business Response

  Date: 11/14/2022

  I have reached out and left a voicemail to the new homeowner based on the contact information provided by the previous account holder **** *** ****** ******** and they can be reached at ************).  I have also asked that our local office send a technician out to the property to collect new account information or lock the tank so the balance can be removed from the former account and formally close the location down. 

   

  Customer Answer

  Date: 11/14/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response however the new homeowners live full time in Massachusetts and are not likely to contact you. I would be more than happy to send you a copy of the deed transfer showing we are not responsible for this bill. I cancelled this account a month before we sold the home so I wouldn’t be dealing with this. I am sure you are dealing with lots of complaints about your lack of customer service since ******** bought the company. Needing to resort to filing a claim with the BBB shouldn’t even have been necessary. 

  
  
  
  Sincerely,
  
  
  
  ****** **********

• Initial Complaint

  Date:10/28/2022

  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.

  I cannot contact them to cancel my service. I have waited on hold multiple times for 20 minutes or more

  Business Response

  Date: 11/02/2022

  To whom it may concern,
  
  Based on the written request of Mr.
  *****, the automatic delivery service with Rymes for heating oil has been
  terminated as of 11/02/2022.
  
  Thank you,
  
  Joannea C******
  Customer Service Supervisor
  Rymes Propane & Oil
  Address 257
  Sheep Davis Rd.; Concord, NH 03301
  Phone 603-228-2224
  x101   
  Email [email protected]
  Website: www.rymes.com