ComplaintsforPetro Home Services

Fuel Oil

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Initial Complaint
03/15/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Petro installed a brand new heating system at ****************************************************** back in September 2023. Shortly after the installation, we have had multiple incidents with "NO HEAT/NO HOT WATER". These events created problems in our home as not only do we DON'T have heat, but we also DON'T have hot water. Which meant no shower, no washing, etc. We had to wait all day for their technician to come and reset the system. Then it happened again and again every few days.The last time Petro was called for "NO HEAT/NO HOT WATER", the technician installed a "Tiger loop" and since then we don't have this problem anymore. However, we got a bill for $320.44, We agreed to pay Petro $11,580 for a brand new working heat system. And when you pay for a new system, you expect it to work fully and to 100% of your satisfaction. You don't expect missing parts. You don't expect a bill for the missing parts. Petro was paid in full for a new system. Also we got 2 years service contract with the new system. I have been calling, emailing and writing to their billing manager without any response. In the mean time, they keep sending us the $320.44 bill with additional late $18.50 fee.Please help us resolve the additional $320.44 bill with Petro. The so-call "tiger loop" should have been part of the new system. Our old system did not need the tiger loop to function. Only with Petro new system that caused the problem and it seemed to be resolve with this tiger loop part.Thank you,***************
Business response
03/18/2024
We are in receipt of this complaint. We have reviewed the charges and as a courtesy adjusted the charge off the account.

Customer response
03/18/2024
Better Business Bureau:

I have reviewed the response submitted by the business in reference to complaint #********. I logged into my account and see that ********************** has not adjusted my account. Please see attached. I am happy if they adjust my account balance to zero and will accept the business response that my complaint will be closed as resolved.

Regards,

***************
Initial Complaint
02/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I received an oil delivery today and was charged ***** gal which is the ceiling price in my agreement. I called another local company, they are charging **** gal. I called Petro and was told they charge customers Operations costs on top of the oil price, that is the difference. It is not stated in my agreement that I paid for that I would be charged additional operations costs. The Supervisor (******) denied this even tho her employee had just stated this fact. If I want to get out of my agreement with this company it is $399 to cancel services. I am 2 months into the contract and do not feel I should pay $399 on the 12 month contract considering they were not transparent regarding the operational costs added to my price. I asked for a partial waive of that cancelation fee which they denied. The supervisor told me that oil went up today and it just happens to be the same day they chose to deliver. Petro is taking advantage of customers and I want out without paying an additional $399 to do so.
Business response
02/15/2024
We are in receipt of this complaint. We have spoke to the client and explained the pricing concern.
The cost to protect gallons for our customers also increased significantly. Petro Home Services is a full service automatic delivery company that offers customers many services which add to the cost of doing business, i.e. credit extended to customers (not COD), 24-hr customer service support (our employees, not an answering service), 24-hr technical support whether a customer has a service plan or not, budget payment plans, guaranteed fuel supply, etc. And,like many other companies and industries, operating costs the past year have increased more than normal. Some factors influencing increased costs are a tight labor market with wage escalation,supply chain issues, a significant increase in vehicle fuel costs, increased bank charges and credit card fees, an increase in bad debt and more.
Petro values each and every customer and we understand the concerns with regard to rising costs. All in the industry are hoping for lower costs and ample supply of fuel so our customers can be provided some relief in these times of inflation.
We hope this complaint resolved.
Initial Complaint
12/26/2023
Complaint Type:
Service or Repair Issues
Status:
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.
A technician from H31**3836353238****37H came for a repair in our boiler on Nov 29, 2023. He spent almost 3 hours, did not tell us what was wrong, said he needed to bring a replacement for the motor and then fixed it without sharing much information with us. When he left I asked him about the repair. He said they will send it with the invoice.Two days later I received a no-reply email with a number (photo attached) for a bill # **-4370954 with no explanation whatsoever. I called the number *************** times on Dec 1, 11, 18, 20 and spoke with four different customer service reps and one supervisor on Dec 20 by the name of *****. I asked for a break-down of the bill and every time I was promised that one will be forthcoming within the next 24 hours. Nothing thus far.I suspect that they cannot justify their invoice and they are therefore stonewalling. $2500 is a huge amount to pay without any details, especially that H31**3836353238****37H itself is the company that sold us the boiler 9 years ago and it is the same company that replaced the motor two years ago.I am asking for the company to provide an explanation and a break-down on the bill before I pay it for I need to know why I am paying this much for one repair.
Business response
01/02/2024
Hello
We are in receipt of this complaint and have sent the information the client has requested. We also left a message for the client to be sure he is satisfied.

Customer response
01/02/2024
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.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

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
01/08/2024
Hello
We have been in touch with the client and resolved the issue
Initial Complaint
10/26/2023
Complaint Type:
Service or Repair Issues
Status:
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.
on August 15 I spoke with ******* at Petro credit department, as I have a balance close to 2k at this point in which i continued to make payments all along, I came into tough times and could not keep up. I advised I did file for bankruptcy and ******* got very threatening with me and advised me that if i filed he would have to cancel me as a customer, at the time I did not know who else to go to for oil as my landlord said we were under contract with Petro. So I said i would make small payments on it, and they said I can pre pay 100 gallons of oil when i needed it. Fast forward until today and the rep said I had to pay 150 gallons not 100 which is not what ******* told me. I then spoke to ******* and he said he talked to the lawyers in august and they said they had to include in the bankruptcy that they can't have me as a customer anymore. which is wrong, it's retaliation for struggling? anyways fine, I found another company this morning and bought oil. so 2 months had gone by, they continued to tell me i had to make payments, I even got a call from someone the other day, she left a v/m about oil, so If i was shut off as a customer why would they allow me to continue to pay and why charge me interest and why is there still a balance. I was forced to pay in fear of getting removed as a customer and since my bankruptcy i have paid $310.00 that they are telling me they will not refund me. I spoke with ***************************** this afternoon. She said ******* just today forwarded my info the lawyers and is not sure if he did it in August. I want the balance cleared due to my bankruptcy and i want to be refunded $310.00. but this company is just awful, treating people like they are garbage. I was a customer for 20 years and always paid on time, and one year i fall into tough times they treat me like this. It's against the law to collect on a debt for someone who filed for bankruptcy. I will attach the screen shot of the v/m message and a copy of my bankruptcy filing. Thank you!
Business response
11/02/2023
We are in receipt of this complaint and working with the client to resolve
Customer response
11/02/2023
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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Petro has made no efforts to discuss with me since I called last week. I asked for a refund in the amount of $310 for money they bullied me into paying AFTER I filed for bankruptcy. I provided bankruptcy details orig in August and thats when they said If I included balance in with the bankruptcy I would be cut off as a customer. They said if I made monthly payments I can pre pay for my oil. That was a lie. ******** told me last week that after we talked in August he talked to the lawyers and they said it had to be included yet Petro kept collecting on it, calling me and expecting me to pay with no intentions of ever letting me pre pay for oil. I want them to leave me alone and refund the $310.00 to me asap. I will have to report to the courts if I do not have a check in hand by November 18, 2023.

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
12/05/2023
Hello
This client has been referred to our Attorneys for assistance.
Customer response
12/05/2023
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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I received call today, I got attorneys information but was told they will contact me so Ill give it a few days. But this issue will not be resolved until I have a check in hand for $310.00 and my balance is wiped out due to bankruptcy.

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
09/19/2023
Complaint Type:
Billing Issues
Status:
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.
Switched my propane provider to Petro and they put a charge on my account for $1778.05 to move my propane tank to a different location on the property. I did not agree to this charge.
Business response
09/19/2023
We are in receipt of this complaint. Client was sent estimate to relocate the tank due to fire codes. The client accepted work and had trench dig for us to install underground lines and it was scheduled and inspected.
Customer response
09/19/2023
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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
******************************* has been exceptionally difficult through this entire process. Was not told there was a charge for them to relocate the tank to another location on the property nor was I given any cost estimates. The tank they supplied was coated with marketing stickers. I have not been happy with my Petro experience and have yet to receive phone calls from management on this issue.
Regards,
****
Initial Complaint
08/18/2023
Complaint Type:
Order Issues
Status:
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.
I signed out q contract with Petro and we set up a high price limit. The problem is this company only charges the high ceiling price not matter what the actual price goes for. When I called the company they say to look at the price on the MA government site and it say over there the oil price in the High percentile is $4.12 and they are charging $5.25. Not even they what they tell you to look as a guide is reflecting what they are charging you. I want Petro to disclose that the ceiling price is not a ceiling price but what they will charge for oil for the contract year that way is clear and not confusing. If provide a form when it clearly states how much is the oil for the day.
Business response
08/21/2023
This is resolved - spoke to client and explained the program. Client satisfied
Initial Complaint
03/14/2023
Complaint Type:
Billing Issues
Status:
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.
Last year upon being contacted by Petro to negotiate terms of a potential contract I was specifically told that if I entered into a contract I would pay the lesser amount of the agreed upon ceiling rate or the market rate at the time of an oil delivery. What I expected was that the market rate Petro referred to was the actual market rate that a willing buyer pays to a willing seller at the time of a delivery. It was not until oil prices decreased but I was still being charged the ceiling price rather than the market price that I noticed Petro's advertised market rate is not in fact the market rate but significantly higher once they induced me into the contract. As a result, the contract is voidable due to their fraudulent inducement and they should refund me the overage they have been charging above the factual market rate they deceptively advertised. It appears they have overcharged me at least $1000 for this year's oil so far.
Customer response
03/13/2023
******************************* 3rd Floor
*******, ************* 01960
Customer response
03/24/2023
I have not heard from the business in response to my complaint.
Business response
09/13/2023
This complaint was also filed with the Attorney General and we responded to the Attorney General on March, 8, 2023.
Initial Complaint
03/12/2023
Complaint Type:
Order Issues
Status:
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.
This company loves to price ***** its customers . In the contract it states that my ceiling price **** but the problem is they always charge the ceiling price . Currently prices are about a dollar less but they continue to charge the ceiling price . To top it off they try to trap you into the contract with a 399 cancelation fee if you try to leave . Dont fall for this scam and avoid this company . You are better off not being in contract so you can at least shop for the best price .
Business response
03/13/2023
We are in receipt regarding the client concern.
As explained protected price plans are set daily, based on wholesale and hedging costs, and other market factors. In order to secure a customers ceiling price, we have to purchase hedging protection on the day of a customers agreement to a protected price agreement.
Petro Home Services is a full service automatic delivery company that offers customers many services which add to the cost of doing business, i.e.credit extended to customers (not COD), 24-hr customer service support (our employees, not an answering service),24-hr technical support whether a customer has a service plan or not, budget payment plans, guaranteed fuel supply, etc. And, like many other companies and industries, operating costs the past year have increased more than normal.
Petro values each and every customer and we understand concerns with regard to rising costs. All in the industry are hoping for lower costs and ample supply of fuel so our customers can be provided some relief in these times of inflation.
Customer response
03/13/2023
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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

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,
Abdlillah
Initial Complaint
12/23/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I have had two oil deliveries since November 4th 2022. I receive fuel assistance and have been calling Petro for over a month because they have yet to send the bills to fuel assistance to be paid. Each time Ive call I am told not to worry it will be paid, today I was told I would receive a call back from management and they never called. There is now a no delivery hold on my account. There has been nearly 60 days of non payment on this account, which is linked to my social and could potential affect my credit. The customer service is atrocious, when I paid out of pocket my check was cashed the following day but now on fuel assistance theyve let my account become delinquent and is no on a no delivery hold.
Business response
12/27/2022
Followed up with client and explained that we have submitted Nov delivery to Fuel Assistance and we have not received payment. Fuel assistance takes a little while in making payment and this will not affect her credit.
We understand the Fuel Assistance program and hope this is resolved.
Initial Complaint
11/17/2022
Complaint Type:
Service or Repair Issues
Status:
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.
My daughter's furnace is broken, I called my Petro oil company my oil delivery and service company on 11/15 and was told a service man would be out between 4p and 7p. No one showed up. I have cosigned the oil contract with *****************. I called they said they are behind and can't get anyone out until 1a. My daughter lives in a small mobile home and the furnace is right by my granddaughter's bedroom. I asked if we could do the next morning. I was given 9a to 12n for Wednesday, no one showed again. I called at 4p and was told someone would be there by 7p. No one showed again, when I called they said that their service man was here at 6:30p and no one was home that is a lie. I was there dropping my granddaughter off as her father couldn't leave as he was waiting for the srevice man and my daughter was at work. They called my daughter's phone at 6:30p she was at work and couldn't answer, so they never showed up. They refused to.send the service man back and gave 9a to 12n for service on Thursday. It is now 11:30a on Thursday and no one has come and we are on our 3rd day with no heat and c 2 children in the house. Please help it is going to be 20degrees tonight.
Business response
11/21/2022
Hello
We have tried to reach this client and we were unsuccessful through phone and email.
We have sent an apology letter to the home for her to reach out.

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