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:05/08/2025

  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 have discontinued service with John Ray paid the bill in full . When asked to pick up there rental tank they had said they would have the propane dept handle this 3 weeks later I received a text stating when they would come & take said bottle 2 weeks later they now say I owe them 291.85 for a pickup of there rented bottle mind you I've been renting this bottle since 2007 @ no time was there ever language stating there would be a charge to give them their bottle back i asked when has this come about and how was i notified still waiting to here how this gets spun 3 or 4 years ago John Ray was purchased by another company seems like this is when all the shenanigans started like after the season ends they come around & top off your tank not from you calling but at there discretion that has happened 4 times worked through it said it won't happen again well I know it won't happen again I've Found another gas supplier @ the end of the heating season spoke with John Ray & they new we were swapping out services That @ some point Thier bottle would have to be picked up but never did they let on their would be a few attached to picking up there property they need to disclose this information unsatisfied customer for 18 years they have collected over 1400 in rent on that bottle funny thing is I was notified when the price went up but a pickup of their property 300.00 not when you don't put that out in disclosure .

  Business Response

  Date: 05/09/2025

  In response to complaint 23304637:

  This fee was reversed the same day Mr. ******** questioned the charge; had Mr. ******** waited for a call he would had been informed.   

  Thank You,

  John Ray and Sons

  Customer Answer

  Date: 05/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23304637, and find that this resolution is satisfactory to me. 

  John Ray & sons has resolved my complaint satisfactory & very promptly thank you for handling this as quick as you did ***** *
  
  Regards,
  ***** ********
  
  
  
  

  
  

• Initial Complaint

  Date:01/24/2025

  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 have purchased heating oil from cod oil for years and always paid cash. They refused to make a delivery and no reason was given.

  Business Response

  Date: 01/31/2025

  My apologies to Mr. ****** for this frustration & misunderstanding.  Deliveries purchased through *** *** are not a reflection of John Ray and Sons.  John Ray and Sons would be more than happy to deliver to Mr. ****** and his family. 
  If he would like John Ray & Sons to deliver, please give the office a call and we will be more than happy to help.
  
  Thank You,
  
  JoAnna S*******
  District Admin Manager
  
  

• Initial Complaint

  Date:01/04/2025

  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.

  If you think this company has your best interest at heart think again. I worked for John Ray several years ago and parted ways with good standing so I have used their company for my home heating needs. In 2021 my family purchased a home and we had the equipment specialist come out looking over the heating system which was brand new and sell us a new oil tank as that was older. Our very first night our heat went off so we called service . They cleaned out the system and had us up and running. Every year since then we have had problems and service has come . Winter 2023 we had a carbon monoxide alert. Again John Ray called and came and fixed what ever needed to be done. This year the day after Christmas again we have no heat. Remember our furnace is only 4 years old! They send a tech out … two loud explosions happened which shook the house. The tech states the system has blown and we need a new one . 4 years old for a furnace somethings a miss . No call no follow up from John Ray just an attempt to sell. The service manager then has us try to validate warranty . This did not happen for several days later . We had to call carrier and have them send a tech to examine the system. The tech from carrier stated that the system’s demise was due to the tech spraying too much oil into the system and igniting it. Causing the explosion . The next day (mind you now we are the day after new years) the service manager came took the system apart. Discovered the wrong nozzles were on the system but then found insulation coming out the machine which clogged it . He then said that the system wasn’t installed properly. This after 4 years and may service calls by John ray now just blaming how the system was installed which was inspected at time of purchase… by John ray ! We have been out of heat for 8 days now!!! For us being customers 7 plus years we have not been taken care of

  Business Response

  Date: 01/08/2025

  January 8, 2025In Response to Complaint ID ********Thank you to Jamie and her family for allowing Carrier to come to the home and look over the unit.  The repairs and parts needed were covered under the manufacturer warranty and the repairs were completed today.Thank you,JoAnna S.

  Customer Answer

  Date: 01/08/2025

  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.  Regards, ***** ******

• Initial Complaint

  Date:12/20/2024

  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.

  John Ray & Sons has been our supplier of propane since 2011. They had been charging us a high rate for propane since we did not use a lot of propane each year. In March of 2024 we contacted them to negotiate a better rate because we were going to be using a higher quantity of propane each year going forward. The rate their customer service representative Jamie "locked" us in for the next year was $2.499 per gallon. This conversation occurred on 3/18/2024. We received a delivery in the spring at this agreed upon rate. On December 18, 2024 they delivered a 103.7 gallons and they are now invoicing us a $6.729 per gallon for a total of $697.80. We are requesting that they honor the price they quoted us and revise the invoice to $259.15. We are also requesting that they honor the $2.499 per gallon price for the rest of the heating season through March 2025 since we expect to need a couple more deliveries this year. We were unable to resolve this directly with John Ray & Sons.

  Business Response

  Date: 12/23/2024

  December 23, 2024In Response to claim ID ********:My apologies to *** & ******* for this frustration.  Propane pricing is based off of usage history as explained when we spoke on Friday, December 20.  *** & ******* average 63 gallons a year.  Their pricing is based off of a yearly usage of 0-74 gallons.  The day we spoke the daily price for 0-74 gallons was $6.729.  Today’s daily pricing is $6.719. The months/years of usage our based off of the heating season.  October to September.    When *** & ******* spoke with Jamie she offered them a 1 time price for their next delivery. This price was put on the account April 7 and expired on May 1, 2024.  Unfortunately, Propane is not a fixed commodity and can fluctuate based on market and operating costs per day.  *** & ******* were offered a courtesy concession if they would still like this; they just need to let me know.  I have attached a 2 year transaction history showing deliveries totaling of 124.90 gallons.  For the average of 63 gallons a year.  If their usage goes up pricing will adjust.  I wish them well and hope to speak soon.Thank You,JoAnna S*******District Admin ManagerJohn Ray & Sons 

  Business Response

  Date: 12/31/2024

  December 31, 2024In Response to claim ID ********:My apologies to *** & ******* for this confusion.  As explained prior, *** & ******* are in the correct price code based off their yearly usage.      NYSERDA is based on all dealers in New York State.  This average of cost is based off of full service residential customer accounts with a usage of approximately 1,100 or more gallons of propane per year.The price offered in April was for a 1 time delivery only as noted in your account and discussed on the phone previously.  This price was not & is not a fixed price per gallon.     The concession has been applied to your account.  If you have any further questions please give us a call.Thank You,JoAnna S.District Admin Manager

  Customer Answer

  Date: 01/03/2025

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and will accept the $100 concession discussed without pursing further consuming complaints against John Ray and Sons through the Better Business Bureau, other agencies or on-line forums. At the time I am writing this response the concession has not yet been posted to our account and when posted we will pay our balance in full.  It is noted that that we consider the statements provided by John Ray and Sons representative to not be accurate. We were clearly offered a lower rate of 2.499 per gallon in March 2023 based on higher anticipated use going forward and this lower rate was offered for a year. We understood the rate was subject to reasonable market fluctuations in the price propane.  It appears from current conversation with John Rays and Sons representative they have rate structures based on use that they have not shared with us and as a customer it is difficult to evaluate if we are going to be provided a fair price before the product is delivered when the rate structure is not provided up front.  Regards, ****** *********

• Initial Complaint

  Date:11/10/2024

  Type:Billing 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 switched propane companies after being a customer of John Ray since 2016. I pay a yearly fee for tank rental to John Ray. They are now charging me 300 to pick up their near empty tank. I feel I am being taken advantage of and that it is my right to change companies. I did not have a contract for the upcoming season with John Ray and I have paid any outstanding bills to date. I will not be paying the fee for them to pick up the tank that they own and that I have been renting for the last 8 years. Upon reading the lease agreement there is no mention of a fee for leasor to pick up the equipment (tank) that they own.

  Business Response

  Date: 11/14/2024

  Our apologies to Ms. ********* for this mix-up.  Unfortunately, as per the Propane Gas Agreement and Gas Check Inspection Form it is stated there is a restocking and removal fee when an account is terminated.I have attached a copy of the Propane Agreement signed on May 20, 2016.We are sad to see Ms. ********* go; as she was a longtime customer of John Ray & Sons.If there are further questions; please reach out at any time.Thank You,JoAnna S*******District Admin ManagerJohn Ray & Sons

• Initial Complaint

  Date:06/16/2024

  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.

  Had signed up for their smart pay budget plan on the basis of using a certain amount of heating oil for the season, 750 gallons. Was told I'd be refunded if I used less. Used only 540 gallons and still no refund. Was also charged for furnace service that was never even scheduled or asked for. And to top it all off they signed me up for another year of their services without ever consulting me, literally signed me into a contract without my knowledge or consent. Was contacted by a customer service representative named Nancy who claimed that I was never on their budget plan, which is a straight lie, and that's why I would never be getting refunded after over paying for oil. She also said I would be getting refunded the furnace service payment, that is still yet to actually happen however. And refused to elaborate on illegally signing me into a contract.

  Business Response

  Date: 06/26/2024

  Our representative spoke with customer and resolved his concerns.  We are pleased he continues to be our customer. 

• Initial Complaint

  Date:01/19/2024

  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.

  I signed a contract with John Ray & Sons after purchasing our home in June of 2023. I immediately requested for a boiler tune-up for cleaning and any recommendations for preventative maintenance or repair. After the boiler tune-up, we were left with no documentation on work performed during the visit, and a call to customer service only yielded minimal service notes stating it was serviced. Fast forward to December 30th 2023, I had black smoke coming from my chimney, 250 ppm CO in the house and a strong smell of fuel oil throughout. While waiting for John Ray to respond, I opened my boiler to find tremendous build up of black soot throughout the entire unit. Once the technician arrived and cleaned the boiler, he stated that the there was “no way this unit was cleaned” during the boiler tune up and that soot wouldn’t have accumulated that much in 2 months of use. After the cleaning was complete, the boiler was turned back on and heat was restored to the house. With thorough ventilation, it was clear that the smell of fuel oil and smoke would not clear the residence, with 5 ppm of VOC’s measured in the main living space. We checked into a hotel, and had fire restoration begin running HEPA fans and air scrubbers in the residence. The following day, I reached out to John Ray about the persistent odor and VOC’s present, with another technician to respond. The technician stated that the odor was persisting because the technician that came out the day of the incident installed the wrong nozzle off the van and that it was not operating correctly, and that the soot buildup was not from a lack of cleaning during the boiler tune-up, but a defective nozzle received by John Ray and installed on my boiler. My family spent 5 days in a hotel while Fire Restoration performed cleaning, air purification and ozone treatment to create a habitable living environment for my family to return home. When following up with John Ray, they refuse to cover our displacement and fire restoration.

  Business Response

  Date: 02/14/2024

  This matter was referred to our insurance adjustor and is in the process of being resolved.

  Customer Answer

  Date: 02/14/2024

  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.  We have reached settlement with the insurance adjuster. Regards, ****** *****

• Initial Complaint

  Date:12/11/2023

  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.

  11/28/23- we ran out of hot water, which odd never happened before, checked the water heater (propane heated) the pilot light was out, checked the propane tank, and we were out, completely out. Now we have automatic delivery with John Ray and sons, we have never had to call for a delivery since buying the house in 2017. I call on 11/29 to find out what is going on. Lady who I spoke to said their system showed us having 30% propane left, I assured her we were empty. (obviously something is wrong here if they showed us having 30% and we were empty) 11/30 delivery is made, spoke to delivery driver we were indeed 100% out of propane. He told me he needed to have someone come out and provide a safety test on the tank and system. then relight our pilot lights. Okay fine. They come out safety test our system all ok and relight my pilot light on my water heater and stove. Told me all set to go and left. Later that night my neighbor calls me and tells me there is a strong odor of propane outside by tank. Checked again in the am, still strong. Fire dept is called to house detected leak AT THE TANK the regulator was bad and leaking. (obviously the issue all along if we ran out and the system showed we still had 30% left) should have been caught during safety test?? john ray back out to house replace regulator on the tank and come to re light pilot lights again only this time we are told the water heater is out of code, yes the same one they relit on the day before. so over night it goes out of code, and we are told everything was okay be it was not. Now our water heater is red tagged over a ventilation issue....when we replaced said water heater to electric there was in fact adaquet ventilation. This was a scheme to charge us $2800 for a new water heater which is absolute robbery!!!!

  Business Response

  Date: 12/20/2023

  December 19, 2023
  
  Better Business Bureau
  100 Bryant Woods South
  Amherst, NY  14228
  
  Re:         File No. ********                 ****** ******
  To Whom It May Concern,
  
  We appreciate the opportunity to respond to this customer’s complaint.
  
  On 11/29 we were advised the customer had run out of propane. Protocol is to perform  a  leak check  on the system  once the container has gas back in it.  A  delivery  truck  made the  delivery  and shut the tank  off. A  service  technician  was then  sent to perform the required leak check.
  
  The service tech went out and performed a leak check, which checks from the service valve into the appliances and piping system. No leaks  were  present for 4 minutes  per  company policy, this is over 30% longer than the NFPA standard of  3 minutes. The technician that performed the system leak check  did not see the leak at the service valve at that time due to being on site in the early evening in very low light. The technician then went and relit the pilot  light on the hot water heater, he did not notice at this time that the data tag did not state this was not rate for mobile home use.
  
  On 11/30, the customer smelled propane again. We sent a service tech out. At that time, he realized the leak was  coming from the  packing nut on the service valve on the tank. The leak was not found on the original call as the leak was minor. The technician then  completed another leak check for 4 minutes  after the leak on the service valve was fixed and the system still had no leaks.
  
  On the second call the technician realized that the propane hot water heater was not intended for use in a  mobile  home, as stated on the appliance data tag. This was unfortunately  missed  upon the original safety inspection completed on 3/10/20 by a technician  that is  no longer employed by the company. We red tagged the appliance and advised the customer the set up was unsafe and would need to  be  replaced to  be brought up to compliance.  
  
  We quoted Ms. ****** for a propane hot water heater that would be complaint for mobile home application. Ms. ****** then called us and advised she would get the tank replaced elsewhere. We were then advised the customer did get an electric hot water heater.
  
  None of these service calls were billed to the customer.
  
  
  Sincerely,
  
  Nancy R***
  John Ray District Coordinator

• Initial Complaint

  Date:11/01/2023

  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.

  John Ray failed to fill the propane tank at this address, running it empty to Zero on 11/01/2023. 26 degrees out, no heat, no hot water & no cook stoves for the occupants ***. The account holder **** ****** is on their Auto fill program. Last auto fill was on 04/13/2023.

  Business Response

  Date: 11/14/2023

  This account is for a realty company that is renting out the house. We have delivered to this property since 2018. When the realty company called and said they were out of fuel, service responded and we followed up with a delivery (standard practice).  At that time, it was determined 7 people were in the house using fuel. Delivery schedule was adjusted and a tank monitor being put in place so this will not happen again. 

• Initial Complaint

  Date:02/18/2023

  Type:Billing 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.

  We have been using John Ray since 2019 for our home heating oil. We resigned a contract with John Ray & Sons for 2023 and the past two deliveries we have received from them have been about $1.50 more per gallon than other companies within the area. We would get home heating oil from another company but John Ray charges $400 to terminate our contract. When we call to question why their price is so much higher than the other companies they cannot provide any answer other than "that is what we charge". I believe they are price gouging our deliveries to make up for when our last contracted ceiling price was lower than what they were charging other costumers.

  Business Response

  Date: 02/21/2023

  We have spoken to the customer and resolved this matter.