Complaints

This profile includes complaints for HOP Energy, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

HOP Energy, LLC has 31 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  HOP Energy, LLC

  4 International Dr Ste 210 Rye Brook, NY 10573-7015

  
• 

  Cernak Fuel Corp.

  100 Northampton Street Easthampton, MA 01027

• 

  Alliance Express

  11 Broadway Chelsea, MA 02150-2603

  
• 

  Metro Energy a division of HOP Energy, LLC

  1011 Hudson Avenue Ridgefield, NJ 07657

• 

  Bloomfield Fuel Oil Co., Inc.

  37R Tunxis Ave Bloomfield, CT 06002-2005

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:02/08/2023

  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.

  We have a heating oil contract with Metro Energy (**** *******************, **********, ** **********) that specifies pricing period of Cap Price Program (Budget payment plan) from 1/03/22 to 01/31/23. The contract stipulates that the rate per gallon of oil will not exceed $3.299 for the period for up to ***** gallons. During this period we have used ***** gallons, according to our calculations, based on statements provided us from Metro Energy. Nevertheless, Metro Energy on 1/12/23 charged us $6.499 per gallon ($1,437.58) for ***** gallons of fuel oil. Metro Energy cannot/will not provide us with evidence that we have used more than ***** gallons of fuel oil, simply because we have used far less than the ***** gallon maximum. Numerous phone calls and efforts to deal with a supervisor have been fruitless.On January 6, 2023, I called ********* to inquire about the budget plan, ie Cap Price Program for 2023. I was told that the monthly payment amount has increased from $478/per month in 2022 to $546/month. So I made the $546 budget payment on January 6, 2023. Please note that I did not know until I received the January 25, 2023 billing statement that the company had taken $1,437.58 from my account balance for the oil delivery on January 12 at an exorbitant rate of $6.499/per gallon for ***** gallons. The January 25, 2023 billing statement stipulates that my next monthly payment under the Cap Price Program (i.e., budget payment plan) is $546, due by 2/25/23. When I called to inquire why we have not received a contract for 2023, I was told that the rate is now $3.999/per gallon for the Cap price program. Under this rate my monthly payment would be higher than the $546 that they stipulated in the latest bill. So it appears that Metro has been corruptly and illegally overcharging us. We are going to discontinue with them. Please help us retrieve the overcharged sums of money. We appreciate your intervention in this matter.

  Business Response

  Date: 02/15/2023

  We at Metro Energy take all complaints very seriously. We have reviewed the details of this complaint and have concluded the following:
  
  As in previous years, ****************** executed a "Capped Price" Agreement at the price of $3.299 per gallon for his requested **** gallons.  In previous years, he had requested **** gallons.   The pricing is in place until either the pricing expires, which for him is 1-31-2023 or if all the **** gallons have been delivered, whichever comes first.  After these gallons are delivered or the pricing expires, all automatic deliveries will then be at Metro Energy's market price as noted on his pricing contract.
  
  ****************** did not execute a 'Prebuy" price agreement where he would purchase gallons up front in one lump amount.  This current "capped pricing" is applied and billed to ****************** as each delivery is made throughout the year and he would then remit payment for each delivery.  There is not a prebuy credit so there is no refund to be provided.
  
  **************** was provided with a Price Expiration Letter on 1-10-2023 advising to contact Metro Energy for his new pricing, otherwise Metro Energy's market rate would be applied to his future automatic deliveries.  On 1-12-2023, a delivery on ***** gallons was made. This delivery consisted of ***** gallons at his old rate of $3.299, the remaining ***** gallons was billed at Metro 'Energy's market rate.
  
  As a courtesy, we have rebilled the remaining ***** gallons at the former Capped Pricing rate of $3.299 for a new amount of $1,261.87 for the final delivery.  The balance due on the account is currently $655.93. 
  
  

  Customer Answer

  Date: 02/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Please note the following misstatements in Metro Energys response:
  1.   The final delivery of ****** gallons at the former capped pricing rate of $3.299 that they said they are now charging comes up to $729.738 and not $1,261.87 they stated in their response.
  2.  .For ***** gallons of fuel oil at the rate of $3.299, our cost would amount to $6,598 for the 2022-23 contractual period. 
  3.  For 2,****** gallons of oil we ended up purchasing (at the rebilled rate they stated in their response of $3.299),  the cost should be $7,327.7388
  4.  Under the budget plan for 2022-23, we paid a total of $8,035.58 (see Metro Energys Transaction report) which means that we overpaid $707.84. 
  5.   Since we already informed Metro Energy that we are closing our business with them and since we have not signed any cap price program for 2023-24, we should be receiving the overcharged amount of $707.84
  6.  Also important to note, that contrary to Metros statement that we purchased ***** gallons of oil  in previous years, we actually purchased **** gallons of oil in 2021-22 (see attached), the same as we did in 2022-23.
  7.  As I stated above, Metro Energy Invoice summary that they sent us called Transaction Report clearly notes that we paid $8,035.58.  So it makes no sense for them to say that we owe them $655.93. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 02/28/2023

  We have received your rejection and are responding to your list accordingly in the same order. Also attached is a transaction report confirming the transactions on the account and a copy of the contract signed by ****************************** 

   

  1. The extra ****** gallons were billed on a split delivery for $6.499 (as over the requested **** gallons).  The first ****** gallons were billed at $3.299 to add up to **** gallons.  We rebilled the ****** gallons at $3.299 for $729.74 which provided a credit of $707.84. (****** gallons for $1,261.87)

  2. All deliveries were billed accordingly during the 1-3-2022 to 1-31-2023 time frame.

  3. Correct and billed accordingly.

  4. As previously stated, a credit of $707.84 was applied to the balance on 2-15-2023. 

  5. See above

  6. In a previous year, the customer did request **** gallons for the pricing period (see attached).

  7. On 1-6-2023, there was a credit balance of $605.94.  1-12-2023 an oil delivery was made for ****** gallons for $1,261.87.  The new balance is $655.93 ($1,261.87 - the credit balance of $605.94 = $655.93)
  The total delivery is for ****** gallons not ****** gallons.  A transaction report is attached.
  
  

  Customer Answer

  Date: 02/28/2023

  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 and the matter has been resolved. We will therefore remit The new balance of $655.93 to Metro Energy.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/07/2023

  Type:Delivery 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 signed up with Mid ****** Fuel Buying Coop to purchase home heating oil; they contracted with HOP Energy. At the time of my application with HOP Energy I was asked how many gallons of oil I would like to purchase for the heating season and I stated 300 gallons at a price of $4.029. I initially purchased and paid for 150 gallons 8/26/2022; in September 2022 while I was home their delivery truck tried to deliver more oil to me and I explained that I did not need any oil; I was advised that I needed to put my account on hold. I called and placed my account on hold several times until 12/29/22 when I received a delivery of the remaining 150 gallons. I called their customer ********************** at that time and cancelled my contract because I knew I was no longer to use them. On 2/8/23 I came home and found a delivery slip for $832.05 for 146 gallons of oil. I called them and asked them why they made any oil deliveries to me when hadn't requested a delivery; they told me that's because I still had a contract with them; I explained to them at the time of my last delivery I called their customer ********************** and told them that I wanted my contract cancelled and I was assured it was cancelled. I once again reiterated that I don't want their services and don't want them to come back on my property. I tried to settle the current delivery (even though I had not authorized it) and requested to pay the initial price of $4.029 per gallon instead of the $5.69/gallon they were trying to charge me and they refused. This company is a scam and I see now why they have such low rating.

  Business Response

  Date: 02/16/2023

  We at ************* Energy take all complaints very seriously. We have reviewed the details of the complaint and have concluded the following:
  
  ****************** signed up as a new automatic delivery customer through Mid-****** Fuel buying Coop on Aug. 11, 2022. Her first delivery was made on Aug. 26, 2022 at her contracted rate of $3.789. On Sept. 21, 2022, ****************** called to cancel her account because we attempted another delivery. She refused the delivery and sent away the driver. We advised her that as per her contract she is an automatic delivery customer through May 31, 2023, OR until we have delivered all gallons secured on her contract. She stated that she did not read that on the contract and wanted to cancel her account. She was transferred to our ************ where she agreed to keep the account open and accept deliveries through Nov. 21, 2022.

  
  On Oct. 14, 2022, ****************** called to extend the delivery hold on her account and was informed by our customer ********************** team member that this would be the last time the hold could be extended due to her contract requirements of remaining on automatic delivery.

  
  On Dec. 27, 2022, ****************** called and requested a delivery of 150 gallons. On Dec. 28 she called back to confirm that we would be delivering 150 gallons. The customer ********************** rep informed her that she was almost out of the 300 secured gallons on her contract and that her account would resume auto delivery after Jan. 13, 2023, and the account would default back to our variable retail market price.

  
  On Feb. 7, 2023, ****************** called after receiving an oil delivery stating that she had closed her account and she did not authorize this delivery, therefore would not be paying for it unless we charged $4.029/gal. We advised her again of the contract she signed with us. She further stated that she had already found another company and hung up on us. 

  
  On Feb. 8, 2023 our ****************** connected with ****************** via email and agreed to charge the price to $4.029/gal totaling a credit of $243.82 to satisfy this dispute. The credit was applied the same day. To date the balance on the account is $555.98. This account has been terminated.  Attached please find the contract signed by ********************************* for reference.

  
  

• Initial Complaint

  Date:01/26/2023

  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.

  We have oil and had the gas line brought to our house in late September so we cancelled our current oil contract with a different company. It was now heading into mid November and we were running low on oil and havent finished converting. Dollar wise had a good price and didnt require a contract- I pre-ordered and paid for 100 gallons of oil and they came to deliver the next day. Someone had to be home because they had to inspect the tank before they delivered so my husband came home on his lunch break. After the delivery person delivered the oil, he said you should be all set. Its pretty full. And my husband was like, What do you mean? We only pre-ordered and paid for 100 gallons. Check your work order. So the gentleman goes into his truck and checks the work order and comes out and says ** **** I made a mistake. Im sorry Im gonna go in the truck and call my supervisor. And my husband said yes you need to do that because we only want 100 gallons and you either need to siphon out the extra 81 gallons you delivered or you eat the cost. So he left and we didnt hear anything so we assumed the situation was taken care of. Right before Christmas we got a bill for the remaining 81 gallons that we did not order, but was delivered to us. So with it being the holidays, I was too busy to call until the beginning of January. It took me three different customer ********************** people and multiple phone calls to finally get a callback from someone. He stated that nobody at the office was notified of this mistake. delivery driver error. The delivery driver has retired and no longer works there. But he still wants to recoup what he lost and he offered for me to pay for the oil at a dollar and a half lower than what it was when we had it delivered. We told him to siphon whats left before we had it drained and removed-he declined. poor customer ********************** and communication. We should not be financially responsible for company error.

  Business Response

  Date: 02/09/2023

  We at ************** take all complaints very seriously. We have reviewed the details of your complaint and are pleased to inform you that we researched this matter and have credited your account for the last delivery.  Your account is currently at a $0 balance. Thank you for speaking with our Delivery Manager and allowing us the opportunity to resolve this matter.
  
  

  Customer Answer

  Date: 02/09/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:01/03/2023

  Type:Order 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 family has been a customer of ******* ********************** since 2019. My most recent contract with this company ended in November 2022/December 2022. My bill had a credit of about $150. I called the company in early December 2022 and let them know that I would not be renewing my contract with them. I am moving from this residence and no longer needed service. I asked the representative about price options as a courtesy to the *************. The representative lowered the payment price for a budget plan but it was still higher than I would have liked. I explained that I would call them back if I wanted to continue service or sign a new contract. To my knowledge, I was done with them and had a CREDIT on my account. On December 27th HOP Energy filled my oil plan and promptly sent me a bill. I did not ask for this service. I was not informed that this would happen. I called customer ********************** on **/** and informed them of what happened. I was told that I would be responsible for the bill because I had been on automatic refills and they did not note to stop service. The representative told me that I was responsible for the bill because I did not stop the automatic service. I explained that I did not know I needed to do that. I was communicating with the previous representative about stopping my patronage of this company and they failed to let me know that I needed to stop service, or even offer assistance. I spoke to another representative in the loyalty department and she told me that I did not say anything about canceling the service so I am responsible. I was transferred to another department --the credit department *** explained that I should have been informed that automatic deliveries would need to be stopped verbally. I should have been informed stop contract does not mean stop service. The person I spoke to in november failed to mention that I was still a patron despite contract ending.

  Business Response

  Date: 01/20/2023

  We at ******* Energy take all complaints very seriously. We have reviewed the details of your complaint and are pleased that we were able to speak with you and come to a resolution.

  Per your request, we have continued with the termination of your account.

  
  Should you wish to return in the future, please give us a call.
  

  
  

• Initial Complaint

  Date:10/28/2022

  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.

  This company continues to try to get payment for services I have not authorized. They list payments then fees when they do not have my permission to charge any account directly yet they continue to do so and then tag on a late and or returned fee. *** pointed this out several times directly by phone and email but they continue. Im not interested in any services from this irresponsible company.

  Customer Answer

  Date: 10/28/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/29/2022

  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.

  On 3/30/22 ******************* delivered 100 gallons of oil to my house at a extremely high price a gallon. At the time my account was on hold, confirmed with a email stating there would be no deiiveries of any kind until my balance was paid. I did not ask for the delivery as I was getting oil from a local, cheaper company. The woman in the office, **** told me that a woman, ***** from the credit department spoke to me and i asked for a delivery. That is a. complete bold faced lie and they couldn't back it up with any confirmation number or any recorded statements. I have spoken **** a couple of times since that along with another woman by the name of *******. As to date they have not even tried to work with me. I don't believe I should have to pay for something that they illegally gave to me. I keep getting bills with late charges that are exorbitant.

  Business Response

  Date: 09/07/2022

  Dear *******************************, 

  Thank you for reaching out to us. We have received your complaint and we want you to know we take these matters very seriously. We are glad we could reach a resolution with you. Should you need anything else from us, please do not hesitate to reach out to again. Thank you for choosing ************* Energy as your home heating oil provider. 

• Initial Complaint

  Date:08/15/2022

  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.

  may, July payments. They claim not received. My bank shows payment. I called and got run around from *****. I have email showing payment received by metro. I have have email telling them to cancel account after last payment in July and they did so. My ban, shows 3 ****** payments that satisfy my contract budget plan.

  Customer Answer

  Date: 08/23/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************