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:05/16/2025

  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.

  We are reaching out for your assistance.We received an unauthorized delivery of propane from Burke Energy. We called Burke to have it rectified. Burke Energy claimed that we are on auto delivery. We are NOT on auto delivery. I had previously arranged for both our OIL and PROPANE to NOT be on auto delivery -- and that we would call to place our orders. Burke Energy claimed their system shows we are still on auto delivery for propane and that only our oil delivery shows that we stopped auto delivery. We explained that we only use propane for our generator, so we only need a delivery if we've used our generator. They have refused to rectify their error. The last time we needed propane was November 2021. We have not needed propane since then and have not ordered propane since then. Per the information from Burke Energy (attached), the most they can charge us is $99.95 for not meeting their minimum order each year. Please note that they delivered only 55 gallons of propane, because we did not need propane. Additionally, the representative, *******, told us that we were being charged the exorbitant rate per gallon BECAUSE the delivery was for such a small amount. The delivery of propane by Burke Energy was unauthorized and the amount they are charging is price gouging.We seek your assistance in rectifying this unauthorized delivery.

  Business Response

  Date: 07/02/2025

  **** ** ****
  
  ****** ******** ***********************************
  ******************************************************************************
  
  *** ********* * ********
  ***** ******* **********************************************
  
  To Whom It May Concern:
  
  We spoke to ***** ****** regarding her account. The account was refunded back all unused propane, after tanks were retrieved. ***** ****** was issued a refund check on 6/27/25.
  
  Sincerely,
  
  
  *** *****
  ******** ******* *******
  

• Initial Complaint

  Date:04/16/2025

  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.

  Reviews dont lie. 2 major issues (among a few more):1. Deceptive sales: Constant texting by sales person to get your foot in the door, then when you need to service/change in plan she doesnt respond and says she apologizes for the 'missed text' (uchoo ******). Has audacity to say its customers fault to not follow up by calling again. Probably wrong generation people I am talking to, but that's not how current service world works. Go all in chasing when sales need to be made, and 'conveniently' miss texts when customer has signed up 2. Two deliveries ordered so far, both late by over a week - I had to follow up multiple times to get them to deliver.Beware, this is poorly run business, with zero accountability. Already looking for a change had I not been tied with current contract. Shame on you guy running this shop. Terrible experience.Update 4/15/2025: due to wife's medical issues, i informed Burke that I'm looking into alternative sources and asked for future oil deliveries on hold. The company went ahead and charged me a termination fee of 399 for not getting the 'required' number of deliveries. This company is pathetic, people treat customer like garbage, stay away from this one. ****** from the office is absolute s**t of a person. I would be pursuing legal route for me in these tough times.

  Business Response

  Date: 05/12/2025

  *** ***** ****
  
  ****** ******** ***********************************
  ******************************************************************************
  
  *** ********* *********
  ****************** ********************************************************
  
  To Whom It May Concern:
  
  We spoke with **************** 17th 2025, regarding concerns and rectified his complaints. We have updated account.
  
  Sincerely,
  
  
  *** *****
  Customer Service Manager
  

• Initial Complaint

  Date:02/16/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After being stuck in a 2 year contract to buy oil at a very high rate, I cancelled my deliveries from Burke Energy. As of January 31 ************************************* full. After about 2 weeks I received a bill from them for $130.00 with no description of what is was for. The back of the bill states that if I dont notify them in writing of their mistake I will have to pay it. I sent them a written notice of their mistake and spoke to a sales agent who confirmed that it was a mistake. On February 6 2024 they sent me another bill for care services that I will not receive having terminated their service. Again the back of the bill states that I have to notify them in writing of their mistake or I will have to pay their erroneous charges. This company is known for bullying customers. How many letters do I have to write for them to just leave me alone? Thank ******* appreciate any assistance you can provide. Sincerely *********************

  Business Response

  Date: 03/14/2024

  ***** **** ****
  
  ****** ******** ****************** *** ******
  *******************************************************************
  
  *** ********* * ********
  ********************** **********************************************************************
  
  To Whom It May ******************* balance ************ had was in reference to a program *********** had previously accepted, which assisted homeowners with the cost of environmental cleanup.
  
  The charge for the agreement has since been removed, and *********** has a zero balance.
  
  Sincerely,
  
  
  *****************
  Customer Service Manager 

  Customer Answer

  Date: 03/18/2024

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

• Initial Complaint

  Date:08/08/2023

  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.

  We are the landlords for ****************************************************. Burke Energy is charging $3,662.89 for services and repairs, many of which we never authorized. One 7/18/2023, we have a recorded conversation with a rep at Burke in which the person told us that we authorized the repair on the morning of 7/8. We have no record of getting any call in regards to the repair. I was in fact at work that morning and unable to answer. The only number Burke and our tenants have is my cell which was in my possession at the time. In addition, on the 7/18 call we indicated that we were rescinding any permission for their techs to go to the house as they completed a $1805 repair on a system that they also reported needs to be replaced. It is an old system & would have just replaced the system. They have indicated to us verbally that they have recordings of calls with us authorizing repairs. We have asked for those records as well as their communications with us that provided an estimate of the cost of any repairs. I had reached out to Burke in May 2023 to find out why there was a charge for $475 and to approve a repair they suggested in March 2023. However, in May they were unable to provide me with any information in regards to that charge. At that time, I authorized a repair on the system that was under $400. My husband later called and reiterated that we authorized that repair. The only estimate we ever received was from our tenants in the form of a yellow triplicate sheet. That was in March of 2023. We would like a full accounting of the charges on the account - for example, they charged us $199 for a Premier Agreement for calling and then $367.95 for Coolguard Plus - 1 Unit. There is only one AC unit on premises. We have no idea what the charges are for and we have nothing in writing that offers any explanation for any other charges ($475 labeled balance transfer, $458.25 labeled previous balance). We request all comm in writing from Burke.

  Business Response

  Date: 09/07/2023

  ********* *** * ****
  
  ****** ******** ****************** *** ******
  *******************************************************************
  
  *** ********* * ********
  ******************************** **********************************************************************************
  
  To Whom It May ******************** reached out to *************************** 7/21, 7/22, and 7/24 to further discuss charges, and left messages. The ** service charges stem from a leak check that was performed, as the unit was not cooling. **** ************ tenant,  **************, called in 7/10/23 to approve and schedule a service technician to the home.
  
  Sincerely,
  
  
  *****************
  Customer Service Manager 

  Customer Answer

  Date: 09/11/2023

  This response does not resolve our complaint as Burke was well aware as of May 2023 when I spoke with a representative that our tenants were not authorized to approve any repairs. Burke was aware of this as of May because our tenants had reached out to have a charge from their account transferred to an account that was created for us. Please note, our tenants have their own Burke account, separate from ours. We are the landlords for the property but this is the only other property that we own and rent out. We lived for 12 years in the house we rent out and we held onto it with the plan of having the house available in the future for a family member to reside there when they are no longer able to live in their current residence. This is a property that we know well and it is a property for which we care about long term repairs. Our tenants referred Burke to us for approval of the repairs and I received voicemails from Burke about the residence in the past.
  
  This dispute with Burke is a perfect example of why companies are required to provide estimates and get signatures and authorization for repairs over $500 and is why we are disputing the charge. They respond that the tenants approved the repair on July 10th to the inquiry from your agency. When I called them upon first receiving the bill, (and I have this in a recorded conversation), I spoke with someone by the name of ****. In the conversation, which I recorded from beginning to end, **** told me that I approved the repair on July 8th. He said "we are going to go back and listen to the phone call and hear what you were quoted. . ." I replied "you said July the 8th someone spoke to me?" He replied "We will listen to the phone call."  I told him I work on Saturday mornings and nobody called me. He asked for my phone number and said he "would listen to the phone call and listen to see if I was quoted the actual charge" and would get back to me. Nobody ever got back to me. I have called to request and sent a letter requesting detailed information about the repair as we have no details as to what was actually done. I have received nothing in writing from Burke other than invoices. I received an invoice last week with even less information than previous invoices - it just listed a previous balance and a late fee.
  
  I returned Burke's call on September 8th. I have been left automated voice messages from them. I still have these messages. I called the number left in those messages. I spoke with a representative that ultimately told me a supervisor would call me back. I told that representative that I was recording the call and I explained to him that I wanted to know if I could actually have a number to call someone directly or a date and time when I could expect a call as I would like to record any conversations I have with Burke. He ultimately took my email address and stated he would put it in the account information. In the conversation with this representative I got an outline of the service calls. He said the unit was frozen on 7/7, it thawed on 7/8 and they went in on 7/11 for a dye insertion. The $1300 was for 'retro fitting' or the coolant (potentially, we still have no clear idea of what was done). How they could have quoted anyone a price for the repair on 7/10 when the dye insertion occurred on 7/11, I do not understand. 
  
  We never approved the repair for $1300. We were never quoted $1300 or more for any repair on sight. There should be no charge on our account for $1,300. ********************** knew I was the one to approve repairs because I called in May and set up the landlord account and they transferred the other repair. I also do not believe my tenants approved the repair. Our tenants are very diligent about things like this and would have preferred a unit replacement anyway. We have had a number of appliance repair providers, electricians, and even another HVAC company come out after Burke and every single one of those providers the day and time they are in the house send us either an email or a text where we can see, in writing, the repairs, the cost, the warranty information and we can respond back in writing that we approve the repair. Typically, providers also give those documents to our tenants and they immediately forward them to us as well. They have done that in every other instance. I do not believe Burke or Petro (who Burke merged with) has a system to provide electronic estimates and I think it is recipe for abuse. I cannot imagine we are the only ones dealing with situations like this.

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

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

  Business Response

  Date: 10/03/2023

  ******* *** * ****
  
  ****** ******** ************************ *** ******
  *******************************************************************
  
  *** ********* * *******
  *******************************, **********************************************************************************
  
  To Whom It May ****************** spoke with ***************************, September 9th,2023, regarding  billing concerns and rectified her complaints. We have updated account and sent updated invoice.
  
  Sincerely,
  
  
  *****************
  Customer Service Manager 

• Initial Complaint

  Date:07/18/2023

  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.

  I have used Burke Energy since I purchased my home in 2018. As, a single-parent with a single income, post-covid finances have been more strained. I have made every effort to arrange payment with Burke Energy when financial hardship befell me. I use Burke Energy ONLY for PROPANE and heating purposes. I only need propane during the cold months- everything else in my home is electric. I got a delivery in November and asked that Burke not deliver again as this would be all I'd need to get through the winter season- They continued to deliver despite my requests and even charged for "diagnostics" when no one was sent to my home. This caused my balance to increase unnessecerily for fuel I wasn't going to be used. All the while I had a payment agreement, paying $100 a month. As soon as my balance would be paid off- another unrequested delivery. In March I experienced credit card fraud linked to the account I used to pay **********************. I received letter in the last week of May saying they were going to cut off my service if I didn't pay by the 31st of the month- my outstanding balance was $323.56. I called Burke and arranged a payment plan with Burke for 2 payments of $****** on 5/30 and 6/30 to satisfy my balance and keep my account open and in good standing (the rep ******** everything to be OK with my account). On June 2nd, Burke energy removed my 3 propane tanks- With LOTS of propane still in them and closed my account. They said I'd need to pay $1,600 to reopen it. However, they already took my first payment and my tanks were still full of unused propane since they didn't heed my requests to stop filling. To add insult to injury they charged an additional $324.96 to my account to do ALL of this without my permission or the courtesy to inform me. I'd like my money back and also for the unused propane in the tanks which would satisfy my balance and then some. I filed a complaint with *****, to get my first installment of ****** returned. Burke refused return.

  Business Response

  Date: 08/23/2023

  ****** ***** ****
  
  ****** ******** ****************** *** ******
  *******************************************************************
  
  *** ********* * ********
  ************************ ******************************************************************************
  
  To Whom It May ****************** spoke to ************* regarding her account. The account was refunded back all unused propane, after tanks were retrieved 6/02/23. ************* was issued a refund check on 8/01/23.
  
  Sincerely,
  
  
  *****************
  Customer Service Manager 

• Initial Complaint

  Date:07/07/2023

  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.

  I am the executor for the Estate of ***************************, ********************************************************************************** deceased on December 18, 2022. I was appointed executor on April 21, 2023. In December, 2022, I began gathering mail for the decedent and maintaining the residence including monitoring the heat and the oil level. Oil was delivered in late December and then again in late January after which I called Burke Energy asking them to stop the automatic deliveries which they did. I was asked if I wanted to "close" the account. I said "no" as I wanted to maintain the account in case the premises did need oil. After obtaining the letters testamentary, and gaining access to monetary resources, I paid the Burke Energy bill, $842.78 based on the actual delivered oil, not on the level billing plan, which had been suspended, at my request. At that time, May 17, 2023, there was 1/4 tank of oil remaining, which would be sufficient for the summer months, considering the heat would be turned off. On May 27, the tank was filled. Apparently automatic deliveries were restarted. I called Burke Energy in protest speaking with ****** whom said she would review the telephone conversation from February 2023. Approximately two weeks later ****** called to say that I had said, in February, based on the recorded conversation, I would check back in May.I certainly did not intend to resume deliveries, nor was a delivery necessary. I had thought the account was on hold. At this time the account cannot be closed without testamentary letters. Apparently they will continue to deliver oil. I asked that they recover the oil from the premises to which I receive a logical explanation as to why that is not practical. As the oil delivery was not authorized, the intent was to suspend deliveries indefinitely, and the future longevity of the premises is questionable, the account should be suspended and the bill written off or the oil recovered.

  Business Response

  Date: 07/27/2023

  **** **** * ****
  
  ****** ******** ****************** *** ******
  *******************************************************************
  
  *** ********* * *******
  ********************* **************************************************************************
  
  To Whom It May ****************** June 12th , 2023 we reached out and spoke with ************** regarding the February 16th conversation where ************** believed he requested a stop of deliveries. We explained that after listening to the phone call we can confirm a stop of deliveries was not requested, but instead less frequent deliveries.
  
  ************** stated he is the estates executor, and due to Burke Energy being a credit based company, we do require executor paperwork to update account.
  
  Sincerely,
  
  
  *****************
  Customer Service Manager 

• Initial Complaint

  Date:06/27/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BurkeEnergy offered a discount of $120.00 to become a client. I use BurkeEnergy for my heating oil needs for 2022 to 2023. They sent me a letter saying that getting my oil from another oil company which is not true. They then cancelled my promotion of $120.00 and wanted me to pay the promotion back with interest I called BurkeEnergy and was told that I would have to be with them for one year for the promotion to be in effect. I explained to them I didn't need oil because my tanks are full. I also said that they cancelled the contract and that I would call them if I needed oil. Now I am receiving a bill for $130.00 and threatening me with collection. Please help with my concern. .

  Business Response

  Date: 06/30/2023

  **** **** * ****
  
  ****** ******** ****************** *** ******
  *******************************************************************
  
  *** ********* * ********
  ********************** ****************************************************
  
  To Whom It May ********************************** opened his account for automatic deliveries and service on 12.16.22. Our contract does stat  Additionally, you agree to have automatic delivery for a minimum of 1 year. If your account is cancelled or you remove your account from automatic delivery during the 1-year period, you agree to pay the full value of the promotional offer received. On 02.24.23 ***************** refused a delivery, and we followed up multiply times to reactive account, however received no response.
  
  The balance on account is for the promotional credit, as the terms of the agreement were not fulfilled.
  
  *****************
  Customer Service Manager 

• Initial Complaint

  Date:04/18/2023

  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.

  I'm a senior citizen who moved to my present address 27 years ago. First oil company was *********** They were bought out by Burke Energy. I switched briefly to ******** Oil. Now Burke bought ********. When my ******* contract was ** in September 2022, Burke told me I was automatically renewed and charged my credit card on file $432.00. I cancelled my credit card, and had to contact all companies I deal with and give new credit card info. Burke said they needed credit card to refund money. After numerous phone calls they sent me a check for $432.00. On October 18, 2022 they then said on phone they would give me a Price Freeze agreement and email me details of Price Freeze agreement after phone call ended. They never did. A week later I called back and spoke to Omega on October 25, 2022 and told her I still didn't receive email Price Freeze agreement. I spoke to ********* on October 31, 2022 and told her I still didn't receive email Price Freeze agreement, and please cancel ******* from Burke. I spoke to ********* on November 2, 2022, told her still no email of Price Freeze agreement. She said OK, and "All ******* for oil and propane is cancelled". Since then I have been getting numerous $399 price freeze bills. I mailed them a letter January 26, *********************************************************************** I would contact BBB. Still sending bills. I mailed them a second certified letter, on April 10, 2022 and also enclosed previous letter, which *********** said they picked up.I then received two separate price freeze bills one dated April 10 and other dated April 12. Please help me stop this Harassment and Elder Abuse. I have GREAT credit and always pay my legitimate bills. Burke has numerous complaints on social media and lost many customers for these Bully Tactics. I mailed my letters to Burke-******** *********************************************************** which they request when disputing bills. Thank you for your time, consideration and assistance.

  Business Response

  Date: 05/17/2023

  *** *** ****
  
  ****** ******** ****************** *** ******
  *******************************************************************
  
  *** ********* *********
  ********************************************************************
  
  To Whom It May ************************************** entered into a 1 year pricing agreement on 10/19/22 which is effective through 10/31/23. The pricing agreement does state that we will deliver fuel on an automatic deliver basis, and the price will not exceed $5.499 per gallon plus applicable taxes if any. The acceptance of the contract is done via a verbal recording, which in ******** is a binding agreement.  ** the recording the dates of the new contract are reviewed along with the early termination fee of $399, which is the current balance on *** ********** account.
  
  With ********************** canceling the account on 12/01/22, as stated in the pricing contract, he does incur an early termination fee of $399.  This fee cannot be waived as it is the fee associated in breaking the price protection contract that was to run through 10/31/23. The reason an early termination fee is associated with a pricing contract is because once the customer accepts a pricing contract we then purchase it's protection from the bank in order to guarantee that the customer does not exceed the price they agreed not to pay over for a year's period.  
  
  ********************** was refunded for the service agreement on 11/12/22, totaling $432.36.
  
  
  Sincerely,
  
  
  *****************
  Customer Service Manager 

• Initial Complaint

  Date:12/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had oil delivery with servicing agreement with Burke Energy, starting in January 2022. I was actually okay with their service and continued with them for the winter. In September/October 2022, when the season came again to use the boiler, we noticed it wasn't working. So I called Burke Energy in October and asked for servicing so we could use our boiler. They said that we didn't have any account under our phone number nor address and they could not help us. The person at Burke Energy outright refused to have anyone come out, nor offered any solution, despite repeated attempts to suggest that we must have an account somewhere. So she said there would be no oil delivery for someone without an account. After that phone call, we actually received an oil delivery (which we did NOT request) and a bill a few weeks later. for $754.69 for 150 gallons of oil. Now, since our burner does not work, as we requested assistance with it which we never received, we have no need for this oil. I tried to call them to tell them that they gave us oil we didn't need nor could use, which we did not request. The representative said that we had an agreement in January, and it was our fault that we didn't cancel it. I asked why all the sudden we had an account NOW, but not when I called in October? And so how would I have been able to cancel any kind of agreement when the person told me we didn't have an account? I requested they siphon out the oil, as I can't use it! She refused to acknowledge that I had made a good faith effort to use their effort and they outright refused. Then they are requesting payment after they said they couldn't help us as we didn't have an account. So, I'd like for them to take back the oil we never requested and cannot use and resind the bill.

  Business Response

  Date: 12/28/2022

  ******** ***** ****
  
  ****** ******** ****************** ****************************************************************************** *****
  
  *** ********* *********
  *** **************************** ** *****
  
  To Whom It May ****************** reached out and spoke to **************** December 19th , 2022 regarding her initial complaint. We reviewed the feedback and looked into her concerns. ***************** did reach out to us on Oct 11th, 2022, and was given incorrect information, as she did have an active account.
  
  We have reached out and left messages regarding the delivery that took place after the Oct 11th phone call, on December 1st , 2022. We will continue to reach out to resolve.
  
  Sincerely,
  
  
  *****************
  Customer Service Manager

• Initial Complaint

  Date:11/08/2022

  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 want to file a formal complaint about Burke Energy's billing department. I was a Burke customer for 18 years, always on the budget plan. However, last year (Oct 2021), Burke automatically debited a payment from my checking account, even before I called them to sign on for a new heating season. They just "assumed" I would stay on and went in and deducted money from my account that I never agreed to, nor authorized. I had to stop auto-pay to prevent them from going into my checking account again without permission. This year, they sent me bills in July, August, and September that indicated my budget plan was "paid ahead" and that "no payment was due." One of the invoices indicated a bill for $24.51, which I paid, thinking it was my settlement bill. Instead in October, they hit me with a $743 settlement bill! When I called on 10/19, I spoke with a young woman named ******* who was impatient and entirely bored with my concerns. She put me on hold and never returned to the call. I notified Burke in writing that I was ending my relationship with them and that I had signed up with a competitor. That night a customer service manager called me to apologize, both about *******'s behavior and to explain there had been an error in my billing. Indeed I should have been paying my budget plan and I was NOT paid ahead. So I paid what I should have paid--my $150 budget payment--and will pay that for the three payments I was told I didn't need to pay. Then I will pay whatever's left over. HOWEVER, today Burke sent me yet another bill, this time with a new $252.00 charge added to it! Again, it appears they just started billing me for another year of service that I did not sign up for. I've already called and spent far too long on the phone with them. Thus, I'm filing a complaint here and with the *****************************. Burke is defrauding customers.

  Business Response

  Date: 11/08/2022

  ******** *** * ****
  
  ****** ******** ****************** ****************************************************************************** *****
  
  *** ********* * ********
  ************************** ****************************************** *****
  
  To Whom It May ****************** spoke with ******************* today, November 8, 2022, regarding  billing concerns and rectified her complaints. We have updated account with payment arrangements both parties agreed upon.  
  
  Sincerely,
  
  
  *****************
  Customer Service Manager