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BBB Accredited Business since
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Aurora Fuel Co., Inc specializes in heating fuel for both commercial and residential customers.
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A BBB Accredited Business since
BBB has determined that Aurora Fuel Company, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Aurora Fuel Company, Inc. include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||5|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Rhode Island Department of Labor and Training
1511 Pontiac Avenue, Cranston RI 02920
Phone Number: 401-462-8000
Fax Number: 401-462-8872
The license number is 31.
Type of Entity
Business ManagementMr. Wayne Johnson, Principal
Number of Employees
FUEL Fuel Dealers (NAICS: 454310)
Method(s) of PaymentCash
Service AreaAurora Fuel Company, Inc. provides their services in KENT County RI.
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
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Types of Complaints Handled by BBB
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BBB Complaint Process
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: I did purchase 150 gallons of heating fuel from this company that was allegedly delivered on friday 01/25/13 for the price of $3.48 @ gallon. I did check my tank of fuel on the morning before I left for work and at that time the tank had 1/4 of fuel, the company's truck delivered some fuel but it was not 150 gallons because when I came home I did check the fuel gauge and it did go up only 1/4 of a tank to 1/2 full. I did call the company the following day saturday morning and I did explain to the lady that I did not receive 150 gallons, she immediately told me that my fuel gauge is not working right and offered a phone number to a technician and I told her that I am a tech myself and there is nothing wrong with the gauge. At that point she said that she will have the owner of the business to call me back and I said that it was ok, the owner never called me back and I did call them again on monday morning at that time the lady asked me what i wanted her to do about it and I said that I was expecting a phone call from the owner and she told me again that the owner will call. Nobody called me and I am out of $522,00. Please help me with this situation because that is a lot of money. Thanks in advance ** ******
Business Response: To Whom It May Concern: I spoke with the customer on Monday, February 4, 2013. He explained to me he thought he had nor received the 150 gallons of fuel he ordered. I told him I would look into it and get back to him within the same day. I looked up his invoice, as each stamped by a meter (calibrated by the State of RI_, and found that 150 gallons of fuel was delivered. I explained that he had received 150 gallons and offered to send him a copy of the invoice if he wanted. He said he was good with the explanation and he would look into the gauge on his tank. I would have responded immediately, but was out of town Jan. 25th-Feb. 3rd, 2013. I also believe my office could have handled the situation differently and have addressed them accordingly. Sincerely, ***** ******* Owner
Consumer Response: 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 # ******** Mr ***** was not honest with me amd I did not tell him that I have a faulty gauge.I told him that I am a technician myself and there is nothing wrong with my gauge,I will say this if his company delivered 150 gallons of oil to my residence why do I have to buy another 150 gallons of oil tomorrow 2/18/13 in one month, that will make 300 gallons in a 265 gallons tank. Regards, ******* ******
Business Response: On January 25, 2013 Aurora Fuel made a delivery to Mr. ****** at * ****** ****** **** *******, RI. At last I spoke to Mr. ******, I explained that all tickets are metered and his invoice indicates that he did receive the full amount of oil ordered. I also explained that all meters are certified by a state (RI) facility. I told him that if he wanted I would send him a copy of his invoice. He stated that he understood and did not want a copy of his invoice. I also suggested that maybe his gauge was hung up, which can be common. Since then the BBB has informed Aurora Fuel that the customer is not satisfied. In response, I have enclosed a copy of the invoice showing the full amount of oil ordered was delivered. In his complaint, he indicated that he was a “technician” and there was nothing wrong with his gauge. However, I spoke with Mr. *** ****** from the Department of Labor, License Regulation (###-###-####) and was informed Mr. ****** does not have any license as a technician, plumber or even contractor, within the state of RI. Mr. ****** indicated that he has a 265 gallon tank, which is not correct because a standard tank is 275 gallons. Furthermore, it is not uncommon for someone to utilize 150 gallons of oil in a month. Aurora Fuel is committed to customer satisfaction. Full amount of oil ordered is always delivered. I am a little confused about his claim since his invoice clearly shows he received the full amount of fuel. Quite honestly, there is nothing more to resolve.
Consumer Response: 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 # *******. This guy is so deceiving and I hope that you do not believe anything he says.I am certified by CFESA as a master tech but it is ok he can keep the money and I will take a page out in the local newspaper about his business practices. Regards, ******* ******
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.