Business Profile
Heating and Air Conditioning
Petro Holdings, Inc.Complaints
This profile includes complaints for Petro Holdings, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 13 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/01/2024
Type: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.
In early spring, I had an emergency repair done to my boiler late at night. When the technician was done, he said I could turn my heat back on. I turned my heat on and within an hour, my ** monitor went off. The ** came and confirmed the presence of ** in my house and used a large fan to remove the ** as much as possible. It was cold out, and I have a small child. Another technician followed up the next day to complete a repair. I followed up and spoke to a supervisor who said he was sorry, and that was that. Good thing my ** detectors did their job, because Petro certainly did not. I just got their little sorry and thats it. I am a member of a heat co-op through my union and supposedly get a discount on the price per gallon. I was on the phone with Petro today for quite awhile and was transferred to many departments, and no one could tell me the price of oil today. They told me the price on my account t with my supposed discount, but would not tell me the price per gallon in general. So, am I getting a discount? Probably not. This company is shady at best, and although they spring into action when you need them, they royally s**** you over from a monetary perspective. I am done with this scam.Customer Answer
Date: 07/12/2024
I have not heard from the business in response to my complaint.
The loyalty department contacted me because I closed my account. There was no discussion about my complaints. I brought up some of the reasons that I closed with them and she said she would let her supervisor know. I have heard that before!
Business Response
Date: 08/02/2024
August 2, 2024
Re: ********************* of *********************************************
We received your communication regarding the above complaint. Our response is as follows:
In July 2024, Petro representatives spoke with Ms. ****** to address her concerns.Unfortunately, we were unable to retain her business and she has chosen another service provider. Because Ms. ******s account was established through the association Heat USA, her price per gallon for oil, as well as the yearly service agreement on her heating system, was already deeply discounted. Sadly,we have terminated Ms. ******s account, but are happy to offer payment arrangements for the outstanding balance. We would like to thank Ms. ****** for her past business, and are always willing to welcome her back to provide her with any of her home heating needs.
If you require any additional information please feel free to contact me.
Sincerely,
***********************************
Administrative Manager
Petro Home Services
****************************************
************Customer Answer
Date: 08/07/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
#1. I asked many times for Petro to show me the discount that I was getting through my Heat USA membership and was transferred to several departments on the call. They would only tell me my price for the oil, and refused to tell me regular price, so their claim that I am getting a discount is unfounded.
#2. They did nothing to rectify the situation that they caused after they supposedly did an emergency repair in the middle of the night. When the technician left, he told me that it was safe to turn my heat on.An hour after this repair, I had the ** at my house because I had smoke coming from the back of my house and they found ** in my house. My little son and I could not stay in my house that night per the **.
petro did NOTHING to rectify this.#3. I then got an estimate from Petro for a boiler repair that they claimed I needed (which was greater than $1,000. The plumber that gave me the estimate said my boiler was in good shape, and that I just needed the repair. I then called for an itemized estimate and the manager refused to give it to me and then told me I might need a new boiler.
Petros refusal to give me the price of oil so I could determine my discount, and refusal to give me an itemized repair estimate is extremely deceptive and proves their shady business practices.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business Response
Date: 08/14/2024
August 14, 2024
Re: ********************* of *********************************************
This letter is in response to Ms. ******** last communication dated August 7, 2024.
As previously stated, due to her relationship with Heat USA, Ms. ******* price per gallon was already greatly discounted. At the time of Ms. ******* last delivery on March 7, 2024, the Petro daily oil price was $4.359 per gallon. The price per gallon that Ms. ****** was billed through her Heat *************** price was $3.736.
Regarding the service provided in March 2024, we sincerely apologize for any inconvenience it has caused. This was due to an unforeseen event following her yearly scheduled tune up, and Ms. ****** was not charged for the follow up call or on any parts replaced during that time.
Finally, the plumbing work quoted to Ms. ****** in March 2024 included the replacement of a labor intensive part on her boiler. The quote provided was done by our flat rate billing. It included parts and labor for a full days job. Flat rate is not itemized because the amount is quoted comprehensively.
If you require any additional information please feel free to contact me.
Sincerely,
***********************************
Administrative Manager
Petro Home Services
****************************************
************Initial Complaint
Date:02/12/2024
Type: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.
This complaint is based on a failure to provide appropriate service of our heating and hot water system which we pay $250.95 annually for that service to be available. On January 8th 2024 a technician came to our home from Petro to do a routine cleaning of our filters do to low water pressure in the home. That technician damaged our drain box which Petro communicated they would order a replacement and return (this never happened) After the cleaning of the filter days later our system began to shut down when running hot water in the shower and showed an error code 11 which we called Petro to have another technician come to resolve this issue. From early January onward we had 5 separate technicians come to our home and explain to us 5 different root causes with each visit requiring the technician to return at a later after ordering necessary parts. On multiple occasions throughout this process we were given dates that a technician would come for a follow up visit and 3 separate times those appointments were either canceled day of (plumbing issue sited, not their responsibility) or were never scheduled by the original person who said they would schedule the follow up. This past Friday was one such exchange where we were told after a cancellation on Wednesday they would reschedule to Friday the 9th and then on the 9th when we called to confirm they did not have us on the schedule. The technician who came to our home informed us once again the issue was not what was previously shared and he needed a different part, he stated he would submit the order and assured us he would contact his boss and make sure he was scheduled to be at our home first thing Monday morning. Today Monday February 12th my wife called in and sure enough no scheduled appointment and the part had not been ordered and the earliest they can have it is Tuesday or Wednesday. We have had cold showers since January 8th and Petro has not met their obligation based on our service contract.Business Response
Date: 02/21/2024
February 21, 2024
Re: *********************** of ************************************************
We have received your communication regarding the above complaint. Our response is as follows:
In January 2024, ***************** contacted our office for service on his heating system. In an attempt to resolve the issue, there were multiple service calls to his home. Most recently, on February 16, 2024, ************** called the boiler manufacturer hotline and discovered a faulty shower valve to be the problem. At this time,************** has recommend a certified plumber to complete the required work.
If you require any additional information please feel free to contact me.
Sincerely,
***********************************
Administrative Manager
Petro Home Services
****************************************
************Initial Complaint
Date:12/17/2023
Type: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.
11-9New tank installed by Petro 11-9Installers had a problem with installation and left for the next job, leaving me with no heat for the 28 hours 11-9Petro tech arrived late evening. Tech came and said installers didnt bleed the line. He fixed that. 1 hour later the heat was out.11-10Next tech arrived and took hours troubleshooting everything, replacing everything new that installers installed, other than the oil line and the tank itself. He left with heat running.11-11Things ran for a few weeks12- 5Email from Petro saying I was getting an oil delivery within the week.12-8 No heat again. Same Petro tech came back and found that the new oil line didnt dip into the tank deep enough, so even though I had 40+ gallons, it was just drawing air. Fixed.12-9Next morning, no heat. Different tech came and tested everything. Replaced connection of the oil line into the tank, finding an air leak. Got it working, but then stopped. Found the nozzle installed was wrong. Installed proper nozzle and got everything running.12-10Since the last visit, everything has continued working.12-14Nine days since the within the week delivery email, still no oil. Called Petro, they said I was scheduled for delivery that day. Never happened.12-15Ten days since the within the week delivery email, still no oil. Called Petro again. They didnt have an ETA for the delivery, but would have someone call me back. Nobody called.12-15Called Petro later that afternoon, I was told I would get a delivery tomorrow. By now I am under 1/8 tank.12-16Got a call in the morning saying that I was getting my delivery today. The delivery came around 11:30ambut to add insult to injury, the driver was out of oil and couldnt fill my 275 gallon tank that was nearly empty. His truck ran out of oil while filling my tank...he arrived with, in his words, like 200 gallonsand 196 gallons later he was out. He said he would mark the delivery as incomplete so Petro would know to come sooner.Business Response
Date: 12/26/2023
December 26, 2023
Re: *********************** of ***********************************************************
To Whom It May ****************** received your communication regarding the above complaint, and spoke with **************** to address his concerns. We were able to retain his business by offering a concession to resolve the matter.
If you require any additional information please feel free to contact me.
Sincerely,
***********************************
District Administrative Manager
Petro Home Services
****************************************
************Customer Answer
Date: 12/26/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
Date:11/15/2023
Type: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.
Petro sold and installed Trane Air Handler and Compressor to replace customers original Trane AH/COMP. Customer review of ****************** identified many technical deficiencies with the installation:1. Petro substituted 2.5 year old incorrectly configured AH from their storage instead of newly manufactured unit inferred by Petro sales rep. **** necessitated replacement of existing controller which sales rep originally stated would be retained. Incorrect configuration introduces high potential for future AH mechanical/electrical failure and high potential for increased system operation noise levels. Customer wants promised newly manufactured AH of correct configuration (axial flow not centrifugal)2. Petro installation of AH services blocks physical access to customer attic. Reconfigure *********************** arrangement to allow customer attic access 3. ********************** removed customers original AH extruded high strength plastic foundation/drip pan and substituted packing foam blocks laying in an aluminum pan. Use customers original foundation under AH 4. Petro manufactured new supply transition piece for AH then wrapped with reused, ripped and ill-fitted insulation improperly affixed to AH and downstream existing ductwork. Wrap transition with new air-tight fitted insulation properly affixed to both AH & ductwork.5. AH Electrical and control cables are arranged in haphazard unconstrained manner which blocks attic access. Rearrange into a concise cable bundle which doesnt block access.6. Cover plate on outside compressor is missing which exposes control wiring and wire nut connectors to weather and service connections in unsightly manner. Install cover plate to remove weather hazard and to shield service connections from view.7. Outside garage wall penetrations (2) of mechanical and electrical services are not sleeved/gasketed exposing penetrations to weather. Incorporate sleeve and gasket.8. Outside compressor mounted incorrectly. Missing elastomer load plates all four mounts.Customer Answer
Date: 11/26/2023
I have not heard from the business in response to my complaint.Business Response
Date: 12/03/2023
December 3, 2023
Re: ********************* of *****************************************************
To Whom It May ****************** have received your communication regarding the above complaint, and had the opportunity to discuss ************** issues with his recent installation. A follow up visit to correct ************** concerns, was previously scheduled for November 15th.However, due to a scheduling conflict, ************ had requested for this appointment to be canceled. We have left several messages for ************ to reschedule.Unfortunately, we have not received a return call.
If you require any additional information please feel free to reach out to me.
Sincerely,
***********************************
District Administrative Manager
Petro Home Services
****************************************
************Customer Answer
Date: 12/13/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
Petro unilaterally determined they would partially remedy only a fraction of the installation defects identified in the homeowners complaint originally provided in writing to Petro and subsequently expanded on and provided to BBB. Petro unilaterally determined they would effect these partial remedies on November 15, 2023. Petro conditioned these partial remedies on the homeowner installing planking (flooring) at homeowner expense throughout the attic crawl space. Petro stated planking mandated by OSHA worker safety requirements. Petro had NOT conditioned planking requirement for original installation. Homeowner rejected Petros partial remedies in writing stating (this is paraphrase) To be clear, the remedies are Petros recommendations. I (homeowner) do not agree with or approve these Petro remedies. I (homeowner) am preserving my property rights through pursuit of other remedies to the installation defects. These other remedies resulted in the BBB brokered complaint
Respectfully,*********************
Business Response
Date: 12/26/2023
December 26, 2023
Re: ********************* of *****************************************************
To Whom It May ****************** an effort to resolve Complaint Number ********, we discussed ************** issues with his recent installation. ************ requested for the equipment located in his attic to be moved. ************ agreed to install secure flooring for the safety of our employees. Once the flooring has been installed, ************ should contact us and we can attempt to remedy his concerns.
Sincerely,
***********************************
District Administrative Manager
Petro Home Services
****************************************
************Customer Answer
Date: 01/05/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
I am requesting Petro to agree to participate in BBB-mediated Binding Arbitration to develop remedies for the installation defects outlined in complaint # ********. I do not agree with or accept the Petro proposed remedies as they are technically deficient and only partially address a fraction of the installation defects.
I have installed planking in the attic.
FAQ
Respectfully,***.
Initial Complaint
Date:09/20/2023
Type: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 have spoken to 3 different Associates since 5/2023 in regards to the delivery issues and ending in cancellation of our account. 5/21/2023 Spoke to an Associate to let them know that I had 3/4 of a tank of Oil and did not need a delivery as it was warm out and the furnace was not in use anymore. She explained to me that it was part of my contract to come out and deliver periodically to measure how much we use and get an idea of our AUTOMATIC delivery. This is NOT an option so I found out. After speaking to her for a while we got to an agreement that if I indeed have 3/4 of a tank ( like she didn't believe me ) than I would not be getting another delivery until around November.I was still paying 581$ every month and had a credit building in my account.8/31/2023 Truck shows up and delivers oil in the total of 394.76$ when I still had 3/4 of a tank!!Called on 9/5/2023 and spoke to 2nd Associate and was told all about how I had to have so many deliveries in a year by contract etc. even after I had talked to the previous person and agreed on NOV! I just cancelled my contract and he told me that I have a credit of 1348.24$. I was told that the check would be sent out by 7 or 8 of Sept and should receive it ***** days.It is now the 20th and no refund yet and my account still shows my balance.Called a 3rd time today to find out that a 2nd approval was not sent into the finance Department and that she resubmitted it today 9/20/2023 for that approval. I asked if it was still going to take ***** days to get it again and she said " I hope not". She then stated she put a urgency on it only after I said this. This company using Bio fuel as I found out and forces AUTOMATIC deliveries on you no matter what. You do not have a choice. I just want my refund NOW not ***** days from now and to be rid of this company for good!Business Response
Date: 10/18/2023
October 18, 2023
Re: ********************* of ********************************************************************
To Whom It May ****************** have received your communication regarding the above complaint and spoke to *********** to address her concerns. Unfortunately, we were unable to retain her business and she has chosen another service provider. ************** account has been terminated and her remaining credit balance was returned to her by a check in the mail. We have confirmed that this refund check was received and cleared on October 3, 2023.
We would like to thank ************ for her past business and are always willing to welcome her back to provide her with any of her home heating needs.
If you require any additional information please feel free to reach out.
Sincerely,
***********************************
District Administrative Manager
Petro Home Services
****************************************
************Customer Answer
Date: 10/23/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************Initial Complaint
Date:08/09/2023
Type: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.
The company was call to resolve an issue with my residential HVAC system. Two technicians came on two different days with absolutely no communication between the two. Both milled about my house attempting to find a The issue with my HVAC system, but left without fixing the problem. When I called the company (they never called me) to as when they will return, they said they were waiting on parts. More than two weeks have passed and I assumed they just forgot about me.Again, absolutely no communication.That said, I received a bill for $385 for non existent work. They didnt diagnose, fix or even follow up with me. I was left in limbo. In short, their services were completely useless, time wasting and frustrating to say the least. To this date I still havent heard from them, yet I received a bill. I demand that this company (whom I will never use again) cancel this bill and cease further contact with me. This is fraud!Business Response
Date: 09/08/2023
September 8, 2023
Re: ***************************** of *************************************************************
We have received your communication regarding the above complaint. Our response is as follows:
On June 29, 2023 ********************** contacted our office because his A/C equipment was not cooling. He purchased a A/C service agreement for $385.95 that covered two free service calls, numerous parts, and a 15% off discount on any billable work.
An appointment was scheduled for the morning of July 6th. During this call,************** diagnosed the problem and determined that two parts were needed to be ordered. Later on Sunday, July 9th, ********************** contacted our office again, and stated that his A/C was still not functioning properly. A second call was dispatched, and upon arrival, the technician made a manual adjustment to the unit as we still had not received the parts from the manufacturer.
At this time, ********************** has a balance of $385.95. In an effort to resolve this conflict, we are happy to credit his service agreement and only charge him for the diagnostic fees for our technicians time. This would be a savings of $118.56 for **********************.
Please advise if this is suitable to ********************** so the appropriate adjustment can be made to his account.
If you require any additional information please feel free to contact me.
Sincerely,
***********************************
Administrative Manager
Petro Home Services
****************************************
************Initial Complaint
Date:01/15/2023
Type: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.
Petro oil delivered oil on 1/5/23 delivering ***** gallons of oil @ $5.829/gal for a total of $707.64. On that day the average price from reputable companies was around $4.40/gal. Petro also tried to charge a yearly service contract at $431.95 for one year. We had a scheduled cleaning on 1/9/23 at 12pm. The technician came 2 hours late but within the window stated. He did not clean the boiler which is part of our contract. A thorough cleaning takes at least an hour and he was at my home about 15 minutes and half that time he was talking on the phone to his wife/girlfriend. He left without ever cleaning the boiler. He changed the spin on filter and may have changed the nozzle but I am unsure. I called Petro and a secretary named ***** took my information, heard the story and promised me that a supervisor named ***************************** would call me. He never did. My friend works there and attempted to get ***************** to call me and he still has not. I assumed that the oil price and bill were in error as the average price is so much lower than what I was charged. My friend advised me not to pay the bill because ***************** would be "taking care of it". I also inquired why the service price was over $400.00 when it should be under $200.00. I also need someone to actually clean my boiler which was include in my last service contract. (now expired) I never received a call back, and Petro claims they could not reach me, and that the service call was canceled , and they have no record of it. My surveillance cameras say otherwise and I can prove who was here and when, and how long he was here. I find their lack of service to be abhorrent and their claims that the service call was cancelled bizarre. They even called my cell to let me know he was running late! My wife had a separate conversation with Petro to question the timing of the technician and he verified he would be here by 2pm. I request my bill be adjusted to $4.30/gal, and my boiler cleaned properly.Business Response
Date: 02/09/2023
February 9, 2023
Re: *********************** of ********************************************************************* 02896
To Whom It May ****************** have received your communication regarding the above complaint. We have spoken ***************** to address his concerns. Unfortunately, we were unable to retain his business and he has chosen another service provider for his home heating oil needs. We would like to thank ****************** for his past business and we are always willing to welcome him back to provide him with any of his home heating needs.
If you require any additional information please feel free to reach out.
Sincerely,
***********************************
District Administrative Manager
Petro Home Services
****************************************
************Initial Complaint
Date:11/28/2022
Type: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 signed up with Petro Home Services about a year ago for fuel delivery after purchasing a home in *******, ** for our son to use while attending college. The home is located at ***************************************. We signed up even though Petro is an automatic fuel delivery company for I was assured by the representative at that time, *********************, that he would make note that I would like phone calls prior to oil deliveries to see if I actually need the delivery to be made. This past spring I actually spoke with him after a delivery was made that we did not want and placed the account on hold for oil deliveries since we knew we would not be needing any oil for quite a while and we were also installing mini-split units in the home which would further decrease our need for oil. Twice I received phone calls from Petro, both times I re-iterated that I wanted my account to remain on hold and explained that I did not need oil (our tank was about 3/4 full) and we were installing the mini-splits. On November 11, 2022 I received an email stating that a fuel delivery was made to the home and I had a bill of $451.06. I immediately sent an email to ********************* asking why the delivery was made when my account was on hold. He confirmed that he had the account on hold and did not know why. Later he stated that he was working on credits for me, claims to have credited my account $100 and was working on more but when I log onto my account online the $100 credit does not show. I also sent a certified letter to Petro regarding the situation and today received a phone call from them stating that they are automatic delivery company and that the customer has no say over if a delivery is to be made or not. I do not feel I should be held accountable for the bill since my account was on hold but at the very least should receive some billing adjustment.Business Response
Date: 12/02/2022
December 2, 2022
Re: ******************* of *************************************************** 02886
To Whom It May ****************** have received your communication regarding the above complaint. Our response is as follows:
On November 11, 2022, *************** received her most recent automatic delivery for **** gallons. Following this delivery, *************** contacted our office and stated she was not to be on automatic delivery as she had previously requested on February 4, 2022 to stop on her deliveries. On March 26, 2022 as well as June 1, 2022 *************** agreed to resume her automatic deliveries on November 11, 2022.
Automatic delivery refers to fuel oil delivered automatically. It is based upon the customers previous consumption and current weather conditions. The customer does not request individual deliveries. Once deliveries are made to a customer, we request full payment for the delivery within 30 days.
In an effort to resolve the conflict, a credit in the amount of $100.00 has been applied to ***************** account. Additionally, we would be happy to offer suitable payment arrangements to *************** in order to pay her remaining balance of $351.06.
We would like to thank *************** for her business over this last year and hope we can continue to provide her with all of her home heating needs.
If you require any additional information please feel free to contact me.
Sincerely,
***********************************
Administrative Manager
Petro Home Services
****************************************
************Customer Answer
Date: 12/02/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as ************************************* that I received phone calls from Petro, I re-iterated to them that my account was to remain on hold. I did not agree to have it re-instated on November 11. We were installing mini-splits in the home, which I also informed Petro of multi-times, and our tank was 3/4 full. When I reached out to my account representative, *********************, when I received the oil delivery he even confirmed that he had put the account on hold and understood it to be on hold still (please see attached email thread communication between ******* and I - about the 4 message down). Yes, Petro has offered a $100 credit, which is appreciated. However, I believe that it should be a greater credit than that. In fact, during a recent phone conversation with Petro - I spoke with a representative by the name of ******* - she stated that when a customer calls in and requests their oil tank be topped off when it is 3/4 full, they actually tell the customer that it is not necessary at that point. I asked her then, why I actually received an oil delivery when it was clear that I was at 3/4 tank full (our oil tank is located outside the home so the delivery driver can see exactly what is in the tank). In an effort to resolve this quickly, I'd be willing to pay half of the amount due from the delivery even though I did not request nor need the oil.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,****
Initial Complaint
Date:11/09/2022
Type: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 Monday, November 7, 2022, I contacted Petro Oil services to inform them that I have closed on my home on Friday November 4th and no longer need their services. I wanted to pay the balance ($42.00) and asked for a refund of my agreement with them. Interestingly, the very next day, they delivered 97 gallons of oil and stated that I was not specific about closing my account with them. Petro is holding me responsible for the $600 oil delivery that I did not consent to and told me they will report it to my credit report because I am responsible for this delivery after I called them Monday telling them that I no longer need their services.Customer Answer
Date: 11/20/2022
I have heard back and they do not wish to resolve this on their part. They expect me to pay this bill even though I closed the account the day before and was not aware the had scheduled a delivery after I closed my account. I should not be held responsible and they are not working with me to resolve this. They expect a payment, which I find unlawful to do this to a customer.Business Response
Date: 12/02/2022
December 2, 2022
Re: ************************* of ************************************************************* 02893
To Whom It May ********************* reviewing **************** most recent complaint, regarding her delivery of November 8, 2022, we have determined that a credit is due to her. We feel that ************** is entitled to this credit because our Petro representative did not place her account on delivery stop during their conversation on November 7, 2022.
As a result, a credit for $557.20 for the most recent delivery is in the process of being posted to **************** account. Any remaining credit balance will be returned to ************** debit card on file. We are also terminating ************** account to avoid any future unwanted deliveries.
We apologize for any miscommunication in this process, and we would like to thank ************** for her patience, and we are always willing to welcome her back and provide her with any of her home heating needs at her new property.
If you require any additional information please feel free to contact me.
Sincerely,
***********************************
Administrative Manager
Petro Home Services
****************************************
************Initial Complaint
Date:10/21/2022
Type: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 contacted Petro oil to cancel my account October 20 2022. Ive been customer since **** .with recent oil prices very high and Petro charging $3.00 or more a gallon than everyone else I'm not able to afford, they raised my budget payment from 200 month to 345 a month.so they asking for my end of season balance and I said I would pay it off over next 3 months,I've been paying for over 20 years consistently and reliably.so the day after I cancelled they called to harass me about bill and tried to say it was double what I was told balance was.ive been overpaying them for years for the security of service and automatic delivery but just can no longer afford their unscrupulous prices .one would think a good business practice would be fora Manager to call me and see if there may be a plan or something that could be worked out to keep me as a customer but no.as I tried to cancel it was a long and difficult phone call debating with a person who seems to be deliberately making the process harder and longer . Also to this point in time ,24 hours later my cancellation has not been approved...when I did not have a contract .. they automatically renewed me and one rep told me my annual deal was October to October.so I wanted to cancel before any new charges accrued for new season and I was told that was fine.i want to be sure any commitments to them are done and to have reasonable time to pay off balance and not be harassed and threatened with late fees ( which they did do on my cancellation call).Business Response
Date: 11/15/2022
November 15, 2022
Re: *************************** of ************************************************************ 02703
To Whom It May ****************** this time, Mr. ******* account has been terminated upon his request. The annual service agreement has been credited back to his account. Mr. ******* remaining balance is $400.00 and we are happy to offer suitable payment arrangements.
We would like to thank **************** for his business, and we are always willing to welcome him back and provide him with any of his home heating needs.
If you require any additional information please feel free to contact me.
Sincerely,
***********************************
Administrative Manager
Petro Home Services
****************************************
************
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