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:03/21/2023

  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.

  On Feb. 20, 2023 I ordered 150 gallons of fuel oil. I have an account there with $1085 from ****. This week when I got my credit card statement I saw that they charged $638.85 to my credit card. This is a hardship on our household finances. I am 85 and wife is handicapped and 87. When I called Blueox and asked why they did this they said it was because I ordered online and should have ordered by phone. No one from this company ever told me this- ever! Matter of fact when I ordered fuel from them before I **** I asked why the price was higher they told me it was because I ordered by phone! They will nothing to make it right. They said there is nothing they can do! That is absolutely not true! I only asked that they credit my credit card $638.85 and take the money from my **** account which they should have done in the first place. I won't need to order fuel for a long time so might loose the $1085 **** money. 

  

  Business Response

  Date: 03/30/2023

  see full business response attached.  Partially transcribed below for convivence but see full business response and documents attached: Response to Claim: ******** We are responding to this claim to notify you we have reached a resolution with this customer.  We called the customer and were unable to reach them via phone, however, upon emailing the customer we were able to make a connection and correct the issue. While our office did follow protocol, this scenario did present a unique opportunity and should have been reviewed with a supervisor at the time.  We have rebilled the delivery utilizing the **** funding, and have credited the customer back for what their credit card was charged.  The customer has communicated they are satisfised with our resolution. Thank you for your time, Julia M*****Blueox Energy 

  Customer Answer

  Date: 04/25/2023

  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.  BBB spoke with the consumer and the following was relayed: "Yes, they credited our account and resolved everything.  They took good care of everything." 
  
  Regards, 
  
  ****** ******

• Initial Complaint

  Date:12/29/2022

  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.

  My tenant tried to order Kerosene on Tuesday, December 20, 2022. Blueox tried to sell her a new blended fuel instead. My tenant told them the landlord (me) had to approve of any new fuel. My tenant tried e-mailing me, and then I called her. She told Blueox that I wanted to talk to them about the fuel. They didn't call me. I realized on Thursday morning, 12/22/2022, that I hadn't heard from them, so I sent Lyndsay at Blueox an e-mail requesting AGAIN that they call me. I STILL heard nothing. Friday, I asked the tenant to call Blueox AGAIN. Finally, on Friday, 12/23/2022, Kassie F***** called me. Blueox proceeded to charge my **** recipient tenant a bill for an "Emergency Delivery". Even though my tenant requested they contact her landlord back on Tuesday, which they never did, and even though they never answered my e-mail from Thursday, Blueox charged my tenant an "Emergency Delivery" charge on Friday. My tenant had been trying to order since Tuesday, Blueox neglected to contact me, therefore forcing my tenant into an "Emergency Delivery" and charging my tenant's **** for a $99 "Emergency Delivery" charge. Upon complaining for two days, Blueox sent the following voice-mail:
  "Hi this message is for ***** ***** this is Julia M***** giving you a call from Blue Ox Corporation. I'm calling to let you know that we have received your numerous threatening messages and at this time. I stand behind our company's decision. We have recorded conversations that validate that we follow protocol and if the threatening emails continue I will call the police at this time it seems like it might be more appropriate to terminate our relationship with you. If that is something you would like to do. Please call our office. We will refund all of your money. We will refund all of *****'s money and we will close out the accounts if the emails continue. I will call the police. Thank you very much for your time and have a great day."
  They called the police when I e-mailed back that I never threatened anyone, I only complained. The police called me and AGREED that I never threatened anyone, I only threatened to contact **** and to file complaints, which I've done and am still doing. Blueox tried to scare me and my tenant with the police.
  Blueox has now threatened Termination of Services if we complain again.
  Blueox also refuses to bill my tenant directly for the "Emergency Delivery" charge and remove the $99 from her ****.
  I want Blueox to be reprimanded, fined, and their **** Vendor Services to be revoked. They treated us poorly, they didn't answer communications, turning things into "Emergency Delivery" charges, they harassed me with the police for no reason, and now they refuse to bill my tenant separately for the delivery. They insist on taking her **** Award for their bogus delivery charges.
  
  I want my tenant's bogus delivery charges credited back to her, but Blueox refuses to do the right thing.
  I want my tenant's bogus "Emergency Delivery" charges removed from her **** Award.
  I want Blueox to bill my tenant separately for the bogus delivery charge, but they refuse.
  I want Blueox investigated and audited for their unethical and illegal practices.

  

  Business Response

  Date: 01/09/2023

  Unfortunately, Mr. ***** has submitted a claim full of falsehoods regarding our transaction with his tenant. At this time, I still stand behind our companies decision that followed normal policy. We have been contacted by the NYS **** department in regards to Mr. *****'s claims and they have sided with Blueox. They found that not only did we follow policy, but we provided a solution that allowed the homeowner to receive over 50g more in fuel providing a much bigger benefit to the tenant. We have their complete support in this case. In regards to the police claim. I called the police after receiving multiple harassing emails. I attempted to call the customer to rectify the situation directly but he ignored my call and responded with 2 more harassing emails. The police also sided with us that his communication was inappropriate which is why they did a follow up with him. At this time, his tenant *****, who he claimed we wronged, has called into our office offering her apologies and embarrassment for his handling of the situation. She has also referred an additional customer to us to show her support. She is not looking for any of the items claimed in Mr. *****'s message. Lastly, In my voicemail I wanted to be sure that Mr. ***** did not feel he was being held hostage because we have his prebuy fuel money. I didn't want him to feel he had to continue to do business with us which is why I offered a full refund if he wanted to find another supplier. At this point Mr. ***** has not attempted to leave our company, and if we are so distrustful I find it odd he would remain a customer. Thank you for your time. Julia M*****  Senior Vice President Blueox Corporation 

  Customer Answer

  Date: 01/13/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  1) Julia M*****'s response is full of lies. She is a habitual liar. 
  2) I sent them proof of my e-mail looking for communication about the fuel. They are flat out lying. 
  3) ***** ******* has told me quite the opposite in this situation. ***** had told me she asked Blueox to contact me. They knew they needed to contact me. They're lying again. 
  4) The police officer EXPLICITLY agreed that my e-mails WERE NOT threatening. He read them and agreed I only wrote what I was going to do if Blueox continued to steal *****'s Welfare money - I was going to file complaints and pursue justice, as I'm doing. 
  5) I still use their services because I've saved $2/gallon on my Kerosene with my Pre-Buy through Blueox. Plus, trying to find Kerosene with another company now may be hard to do. Only a fool would do that. I tried to make them tell the Truth and operate in an honest fashion. Obviously, they 're just a bunch of thieving liars. Please see attached emails provided by customer.

  Regards, ***** *****