Complaints

This profile includes complaints for Petro Home Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Petro Home Services

  650 Knowles Ave Southampton, PA 18966-4102

  
• 

  Petro Home Services

  4025 Pottsville Pike Reading, PA 19605-1201

  

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:05/05/2025

  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.

  This complaint is against ***** home services as the delivery driver damaged my sons e-bike when he delivered the oil on 12/10/2024. The driver and myself both recorded the damage and he agreed to inform the office for reimbursement. I have sent emails every month conservatively 5 times, but no reply. There is accountability on what they say o we the phone and what they act afterwards. Like I was told on a recorded line I wont be charged if I dont want to continue with Petro as I had to move. The guy over the phone said yes, I wont be charged but then kept calling to pay cancellation fee. Now I have a pending bill for the last oil delivery which I dont mind to pay but they have pay for my e-bike damage which has a recorded proof. I am a law abiding resident but the company had to be honest and address the customers damage. Please help me to get this small issue resolved peacefully. Thank you.

  Business Response

  Date: 05/08/2025

  To whom it may concern,

  We apologize to Mr. ****** for the lack of response to the numerous emails that were sent and were not responded to.  We did make calls on February 10th and on February 18th  and left messages for them to contact us regarding this matter. We were able to make contact with Mr. ****** on May 6th by ***** ****** (operations manager). We also made contact on May 8, 2025 with Mr. ******* ***** ****** and Mr. ****** came to an agreement that Petro would credit their current balance of $540.89 and consider this matter resolved. 

  I am enclosing a copy of the account with current balance and communication. Please feel free to contact me if you need further assistance.

   

  Sincerely,

   

  *** *****

  Petro Home Services

• Initial Complaint

  Date:02/21/2025

  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 was ran out of oil and had no heat for 3 days. despite paying for the service contract and 24 hour emergency assistance. My service was re scheduled 5 times I missed over 7 days of work from them rescheduling and not servicing my heater and taking off work to run a secondary source of heating to keep my family warm and pipes from freezing. This company has cost me a lot of time and money by missing work and buying propane heated to keep my house warm.

  Business Response

  Date: 02/25/2025

  The bullet points are below:
  
  Customer signed up in November.
  Customer called for no heat on 1/24. Service went out on 1/25 for prime and start after dropping 10 gallons. Delivery on 1/26. Waited one day for service not the 3 he stated below
  Tune up was scheduled for 2/7. We did have to reschedule due to emergencies. Only time we rescheduled. Not sure why he put 5xs.
  Went out on 2/14 to do tune up and tech found 3 propane bottles right next to unit and also power venter against code. Power venter only 6 inches off ground outside when code is 12
  ******* talked to Mr. ****** the other day. He said he would move the propane bottles. We agreed to send another tech to again look at Power venter. Again power venter not up to code and is a health issue. If snow piles up against it will block the vent and fumes could come back into house. Customer asked tech to leave and was going to cancel acct.

  In addition we credited Mr. ****** a run out concession of $400.00, a credit back of Service Agreement for $199.95 and a Loyalty credit of $75.00 for a total of $674.99. Mr. ****** has a zero balance.

   

  
  

• Initial Complaint

  Date:01/16/2025

  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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22822358
  
  I am rejecting this response because:
  My current statement shows we have no money owed from back payments. This is fabricated. The AP person told me they would forgive payments they claim I owe to the total of over $1000.00 dollars? I do not agree with this. If We owed back funds it would show on my statement.

   

  
  
  Regards,
  
  ****** *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 01/21/2025

  1/21/2025 2:53 PM

   

  Outbound called re BBB complaint spoke with ****** (Boyfriend approved on the account)  regarding oil account claiming he was not aware account was interrupted due to non payment on the Smart Pay Budget- I asked him if he received his monthly statement and he said yes. Advised of the current Balance on the account $2,276.80 also made him aware that to bring his Smart Pay current he would need to pay $690.00 which he kept asking why, explained due to non-payment. Explained to him we can adjust the budget payment so he only pays $345.00 per month and moving forward please look at his monthly statements -

• Initial Complaint

  Date:07/22/2024

  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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22025898
  
  I am rejecting this response because:

  
  I am appalled at the response from this company, but not surprised. Once again, this is another new reason for the account closure. No one has ever said anything about non-payment. I had two accounts with **********************, oil and then gas, both were paid. So Im not sure if anyone understands what they are talking about.  Please show me the communication of this non payment, as this is news to me.
  Im not sure whose house the tech was in that saw two stoves, but that is the most ridiculous thing I have ever heard of. An employee actually wrote that in this statement? How stupid does that sound! Since you want to keep involving *************; brother, he can tell you there is only 1 stove in our house, as he has been there many times. Also, please listen to the recorded phone calls and tell us what threat was ever made. This is the third false accusation this company has made regarding this whole case. 
  Your *** told us to lease the 60 gallon tank so we wouldnt need to worry about constantly filling it. Ive now heard when you cook you use 7 gallons, we have heard ridiculous things from every person we have spoken to about this. If anyone cares to understand what theyre talking about, 60 gallons = 200 pounds. Since the propane is ONLY used for cooking, that can actually last 2 years not unheard of. My husband and I are educated people, we do not need to lie about using another company. ONCE AGAIN, we were under the impression we had a valid account, we were on autofill and if we went low we would get a fill FROM THIS COMPANY. So please make it make sense to us as to why we would even think to use another company! Secondly, this has gone on for a year - listen to to the phone calls, you will hear that an account was closed, we had and still have no idea why, and no one can answer it and then it starts all over. I think as consumers we deserve to be concerned and understand why that happened, and all we wanted was a clear answer not 6 different ones, that made no sense. Not one person we spoke to has used the same reason can you see the frustration a person would have getting the run around ?!
  I would also like the communication as to where I agreed to have my credit re-run. Id also like to see this score you say you have as my credit rating is good, has actually improved since buying the home, so please explain that one. 
  This company actually is admitting they ran my credit without my permission ? Then Ill have to contact our lawyer, seems as if Ill need him to fight this pickup fee, that we are not paying. 
  All my husband and I want is to know WHY the account was ever closed in the first place. And have one answer, THAT MAKES SENSE. 
  Its unfortunate that it has come to this, over a question. My husband and I, even after all this, were going to spend another $10,000 to do our upstairs with this company. We will gladly give our business elsewhere. 
  
  Regards,
  
  ****************
  
  
  
  
  
  
  
  

  
  would be run without my permission. I dont know why someone would come on my property and take equipment that I didnt authorize, nor know about ( since I rescheduled it) I had a minor child home how do I know its safe and there is not gas leaking out of the line he actually tried to use the stove and thats how I knew about it. Then at 10:34 I get an email saying a tech is coming out, only to find out at 10:36 the tank was already gone and no one was on my property. I will take this as far as I need too, and they better believe I am NOT PAYING the $155 fee. This is ridiculous, and this is a company taking advantage of people not giving any kind of answers and just doing what they want.

  Business Response

  Date: 07/24/2024

  Our ***************** canceled the account on due to no payment from what I know they requested a security deposit to reinstate the account they refused to do.  Credit offered to re run credit in the husbands name **** who refused. This is an employee's brother so we have allowed the tank to sit there for almost a year.  We attempted to pick up the tank in May  **** became angry with his brother over the phone so we cancelled the pick-up.  The brother offered to purchase a 100lber and a tech would hook it up etc.. Russ  has called in threatening customer service and our propane techs if we attempted to come on to property to pick up the tank.  We tried to do everything to help him . ******* has tried everything to.  He is being unreasonable and aggressive.

  Our propane **** spoke to the husband and the brother about the matter. This is his wifes account I believe.    Our Credit ****. attempted to work with them also but they refused to pay a security deposit (credit score not where we need it to be). I Our tech said when he was there something about they have 2 stoves, one is a regular one they use every day which I think may be electric, but the gas one is a big fancy one they only use when entertaining people and such hence why it never took deliveries. We want let you know they did threaten physical harm if we came to pick up the tank, which is why we did it when no one was there. The propane tank belongs to Petro, Petro does not rent , lease or sell propane tanks we do let customers who get deliveries from ********************** borrow the propane tanks. Our loyalty Supervisor spoke to the customer & he is very upset that we picked up our tank & left him a bill for the tank pick up fee. He feels we were trespassing on his property. I tried to explain that the tank is our equipment, customer was very irate. Then hung-up

  Business Response

  Date: 08/19/2024

  Here are the facts.
  The acct was terminated the first time on 8/17/22, ******** days past due with no attempt to make payment arrangements.
  9/19/22 the acct was reinstated after the customer paid the past due balance of $700.32
  The acct was terminated again on 8/15/23 after 3 ******* letters were sent on 3/17/23, 4/18/23, 8/15/23 for a past due balance over 120 days.
  The company owned equipment was picked up almost a year later on 7/22/24.
  The customer was also aware of the tank being picked up on 7/22/24, they requested to be there when the tank was being picked up and scheduled the date. The cust called in to reschedule the tank pick up but it was already being picked up.
  
  Petro will credit the tank pick up fee of $120.00 making the balance on the account zero dollars.

• Initial Complaint

  Date:04/26/2024

  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.

  After months of auto delivery service and paying my bill on time, Petro was aware of the closing of my account as I was moving and had given me a hard time. They refused until it was escalated by management to put my auto-deliveries on hold as I was not living at the residence anymore. I advised I would need one more fill at the end of my lease and after much back and forth they said that was fine to do. I had my final fill up the first week of March 2024. The week of 3/18/24, I called Petro to pay off the balance of my last bill. I was told it was $208. I paid it off over the phone as I did all other times of service, and confirmed that this was my final bill to close out my account. On 4/4/24, I get a bill in the mail for $125. I called back in asking what this was, I was advised that there was a $125 "promotional credit" if my account was open for a full year. No one had ever mentioned this to me before. I asked for this to be escalated as I felt completely taken advantage of. I spoke to a manager who assured me would call me back end of day after reviewing the final call with the sales person who stated my end of contract balance which was paid in full at $208. They never called back, fast forward to 4/26/2024 I call them, and a service rep tells me they closed my case out and I still owe the $125, without anyone calling me to talk to me about this. This company is crooked and does bad business. They need to do the right thing and adjust the $125 off of my 'balance owed'.

  Business Response

  Date: 04/26/2024

  Called ***************************** to let her know we were able to credit back the $125.00, advised to allow 3-5 biz days 

• Initial Complaint

  Date:03/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I get my oil heat covered by LIHEAP and have been very diligent with how it is done. Last year, in April, I started getting billed for a delivery that was approved for coverage from LIHEAP. I even had the confirmation letter showing the approval for the delivery of up to $2000. I received my delivery but was still being billed. I placed so many calls to both Petro and LIHEAP about this bill and have still gotten no resolution. I have kept dates and times of conversations with whomever I spoke with but this has fallen on Petro. They refuse to acknowledge their mistake in handling this delivery and the LIHEAP payment. The payment was approved but per LIHEAP, a representative from Petro (********), told LIHEAP to "reject the authorization ********** - client has sufficient LIHEAP cash to cover delivery) - and this was stated to have been communicated on March 10. I refuse to be held responsible for something that is Petros' fault in how they handled this. I would be glad to send screenshots of the numerous conversations, dates and times that I have had to endure. There is a reason people, like me, have to use LIHEAP for our heating and when we do what we are suppose to do in keeping it in order, it makes it harder on us when the oil supplier does not handle the LIHEAP correctly. Up until this issue, I have never been dissatisfied with Petro. I am just looking to have this bill settled as it should have been by them getting it from LIHEAP. I am including a copy of the listed notes of date, times and who I spoke with.

  Business Response

  Date: 04/02/2024

  This has been addressed 

   

  Good Afternoon,
  
  I am reaching out on behalf of *************************. Ms. ****** in today 2/20 to advise that her fuel assistance through LIHEAP has been approved, and she was advised to request for her delivery. Can you please reach out to Ms. ** set up for her delivery? Best # to reach her is **********
  
  Thank you,

  ************************* called to confirm del tomorrow. I adv yes she is on the sched for del tomorrow and committed the del to be sure.

  2/22/2024 186.8agllons were delivered  @  3.285     she has a credit on her account from fuel assistance.

   

   This matter has been taken care of 

  Business Response

  Date: 04/22/2024

  Energy assistance made a payment on 3/7 $418.00

  Energy Assistance made a payment of $613.60 on 3/21

  There is a credit on this account of $222.28

  we spoke to this customer , as the customer and our energy program spoke to this customer also we are not sure what else needs to be done 

• Initial Complaint

  Date:02/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [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 quick response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  
  had heat again. The tech stated that he had never seen such a clogged up mess. I called the Petro service center to lodge a complaint and was told it would be ***** hours before anyone would get back to me. I am still waiting for this call. I also tried to leave feedback on their website but the site rejected it because it said that you dont cover our ZIP code! I sent a letter of complaint 2 weeks ago and have heard nothing in reply. We are at this point out $537 for the emergency call and parts. Our house smelled of oil for 2 days and my wife and I have had serious headaches for the same period of time. We had to replace the carbon monoxide detector. The tech also recommended getting the whole chimney cleaned. I have the burned cad cell and the wrong nozzle. I also have a picture of the service record. I have attached photos of these.

  Business Response

  Date: 02/23/2024

  Petro was at the home October 7,2023 to perform a tune-up, the customer is stating on January ******* the home was full of smoke. The customer then called a different ********************** to check the unit where it was said Petro put in the wrong nozzle the service supervisor explained to the customer if in fact the nozzle was wrong and cause the home to be filled with smoke it would of happened within a day or two, also the service supervisor reminded the customer the technician told the customer he needed a chimney sweep, and there is a crack in the heating unit -- customer agreed he was aware of both (chimney and crack).

   The service supervisor had a long conversation with this customer, advised ********************** did refund the $249.00 cost of the tune-up (credit on the account) the customer was okay with the conversation but did want the $249.00, advised it is in the process of a refund to the address on the account ********************** advised this will take 7-10 business days the customer was fine with that.

• Initial Complaint

  Date:01/30/2024

  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 have received an oil delivery from Petro and it was $5.699 per gallon when I see that pricing at any other oil delivery is $3.4699 per gallon. I just filled my tank up and it comes to a total of $989 and change. That really seems like way too much to me. I feel like we are getting ripped off by $2.00.

  Business Response

  Date: 02/08/2024

  The delivery was *****, the customer is not on any type of price protection, our ****************** has been trying to reach out to **************, due to him sending  company an e-mail with the same question.

   

  We are a full service company, it is explained during the sign up process.

• Initial Complaint

  Date:01/26/2024

  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.

  Good morning.  No, I still have not heard from the company except that I keep receiving bills and they keep adding on additional late fee charges.ots of the numerous conversations, dates and times that I have had to endure. There is a reason people, like me, have to use LIHEAP for our heating and when we do what we are suppose to do in keeping it in order, it makes it harder on us when the oil supplier does not handle the LIHEAP correctly. Up until this issue, I have never been dissatisfied with Petro. I am just looking to have this bill settled as it should have been by them getting it from LIHEAP. I am including a copy of the listed notes of date, times and who I spoke with.

  Business Response

  Date: 03/12/2024

                       The customer is saying she had a $2,000.00 crisis benefit approved, but we didn't have that on file.According to the account notes, we didn't suggest that **** deny her authorization.  On 10/20/23, ******** spoke to the customer to advise her we didnt receive a $2,000.00, authorization. The customer stated she shouldnt be responsible for a delivery she did not ask for, ******** further explained to her she is an automatic customer and she used the oil.  The customer stated she will contact Heap to see if they would cover the delivery

   

  The conversation has been added to the comment section