ComplaintsforPetro, Inc.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I entered into a fuel delivery contract with Petro in Oct 2023. I ordered a service cleaning on my furnace in April - they told me my tank was leaking and I have been shut off of any further old delivery - that is a lie ! - it does NOT leak - They tried to PUSH me into a tank sale with them for $6300 - I refused - I am ordering a new tank from another company - I am being forced to pay $5000 I don't have rtight now in the middle of my contract - They should have checked the condition of my tank BEFORE I signed the contract - Now they told me it would be a $575 to cancel my contract with them - I want OUT with no penalty !!! - I am a retired real estate agent with a lot of contacts still in the business - I will scream it from the mountain tops - I am in touch with my attorney - this company is rip-off ! SQUIRRELING CUSTOMERS OIL TANKS !! - I had 3 people look at the tank - it does not leak !!! - I WANT OUT OF THIS CONTRACT WITH NO PENALTY !!

  

  Business response

  06/20/2024

  Our representative spoke with Mr. *******.  He acknowledges the tank is old and in poor condition but oil is not dripping on the floor so he feels we should continue to deliver.  In our professional opinion, continued deliveries to this tank could create an environmental which could result in an expensive cleanup for the customer.  While Mr. ******* is not willing to change the tank to restore deliveries with us, he may change the tank and receive deliveries from another provider?  Due to the fact that we are refusing further deliveries to customer's tank based on its condition, we will waive the Early Termination Fee and terminate the account.

  Customer response

  06/20/2024

  
  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.

  I need to make something clear- AT NO TIME did I say I want Petro to continue oil delivery to me !

  I refuse to do any business a company dealing in practices that cut of my tank and then try to sell me $6,000 tank of their own !!!
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  2/20/24 called Petro which i had a 24/7 contract with I had No heat, it was after 5 pm they told me they could not send anyone out they had no one , they would send someone next day this went on for two nights 3 days in freezing weather, i am 67 single woman who lives in mobile park/ They would not honor/ 24/7 The next day, day 3 i get a call from regional mgr BOB he said there was a problem because i did not get my fuel from them they would not honor my contract and cancelled me Breach of contract along with leaving me in the cold and they have been servicing my furnace for 12 yrs He said it was their error all this time They claim they refund me my 252 plus $100. March 8th I keep getting the run around and have not received the money let alone the breach of contract and negligence of leaving me in freezing weather with NO Heat

  

  Business response

  04/23/2024

  We apologize for any inconvenience.  Our records indicate customer was provided a refund in March, 2024 which was received and cashed. 

  Customer response

  04/30/2024

  Refund received   still not happy the way i was treated     they were wrong leaving me in the cold when i had a contract

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a delivery of 214.3 gallons of oil on 12/18/23. The following day, my hot water heater shut off and I had to reignite. I didn't think much of it at the time. I did, however, call Petro and complain that they waited too long to fill my tank and that I had never, in over 20 years of living here, had that much oil delivered. One week later on 12/27/23 my hot water heater shut off again. While I was able to reignite, I promptly called Petro to come out, I was told I would have a diagnostic charge of $99.00. "e" came out and the first thing he asked was did I just get oil delivered to which I responded, "I got a delivery last week of over 200 gallons". "e" explained that when the tank gets too low air gets in the lines and will continuously trip the hot water heater. The solution was to blow the lines out, which he did. It has not happened again. Unfortunately, I received a bill for $324.31 a week later. I promptly called to dispute the charge because it was a result of their error and not mine. I was called back by Jackie @ ###-###-#### on 1/9/24 and told the charge would be reduced to $99.00. I promptly called back and said the charge should be $0. Jackie returned my call on 1/10/24 and said she was removing the diagnostic charge also. There has been no adjustment to my account and I still have an outstanding balance for $324.31. Please assist me in getting this charge removed. I shouldn't have to keep calling.

  Customer response

  01/18/2024

  They have adjusted my bill.  Thank you so very much in helping me get this resolved.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My oil tank has a leak, and I got a quote from Petro to replace the tank, but I went to look around for another company with a better price, which I found. After talking with Petro and let them know that I was looking around, they cancelled my oil delivery account without me asking to cancel it, and now they want to charge me an early cancellation fee.

  

  Business response

  01/18/2024

  Good afternoon,

   

  My apologies for this not having been answered earlier.  I had reached out to the local office for details (again) and was just advised they are removing the $125.00 reversal of customer’s promotional offer.  No termination fee was charged.

   

  Customer balance once this posts will be $0.00.

   

  Sincerely,

   

  Donna M********

  Director of Commercial Services & Compliance

  Petro Home Services

  ** ************

  Customer response

  01/18/2024

  
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  09/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  From the beginning, my transaction with Petro was of negative interaction. IThe individual overseeing administrative aspect of installing Propane line lacked professionalism and knowledge. I was charged administrative fee, yet I had to go to the town to complete paperwork on my own. Then the installer was lacking in knowledge on how to install the actual line and connect to the stove. I reached out to ****, the propane administration representative and received Jo response in several email. It would be months later when my oil situation arose that the situation would become even worse. I called in a star of concern as I had never used oils for heating after noticing my oil was low. I believe it was a Thursday Morning. The representative noted there would be no delivery until the following Monday or Tuesday. I pointed out that I had children in the home but also, that I was an “on call” customer. She noted it didn’t matter I said ok, well that means I need to find oil ASAP. I spen most of th day reaching out to severa companies, to which I made a connection with one, They explained to me to how to make the oil last and that they could make a delivery tbat Saturday. I returned a call to Petro advising to terminate as they were refusing to deliver but also my rate was incorrect. The individual I called confirmed but asp I also had a representative from the new company on the call, who noted they needed to adjust previous charges based on my contract. Again, everything oil is new to me . The petro representative became defensive and noted everything was done right and the contract of serves was being terminated as requested. While at work the next morning, my camera went off as someone was on the property. It was Petro making a delivery. I called immediately requesting they get off the property as I was with a new company and the property terminated. They said there was nothing they could do because he was already there. I advised the new company was on the way and this could cause a major spillage problem. The representative hung up on me

  

  Business response

  12/14/2023

  ***** ***** ********* **************************** ***** ********** ******** *** **** **** ** *** ***** ************** ********************* ******** *** *** ************* * *********   **** **********

   

  I am pleased to advise **** *****’s complaint has been amicably resolved.  I spoke with Ms. ***** this afternoon to review her complaint and what I found noted in her account and in calls with our representatives.  Ms. ***** was new to having fuel oil to heat her home and I believe there were miscommunications and misunderstandings with regard to how automated fuel oil systems work, period of time oil lasts in utilizing k-factors (weather), etc.  I did apologize for information not being clearly provided and provided adjustments to her balance which she appreciated and believed to be fair.   

   

  Please let me know if you require additional information.

   

  Best regards,

  Donna

   

  Donna M********

  Director of Commercial Services & Compliance

• Initial Complaint

  05/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mr. M*******,2 zone boiler installed by Petro does not heat he entire dwelling adequately , tried many possible for 2nd zone corrections ,your PEOLPE have tried , to no avail Bottom-line, paid over $10,000 not happy

  

  Business response

  06/27/2023

  We have reached out to the customer and left msg for a return call.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Petro Oil has terminated my contract with me, NOT my idea. I set up auto pay for $100 a month, they charged me late fees and my last fill up was charged their ceiling price when other oil prices were lower!! On top of that they charged me $399 for the early termination fee!! Why should I be charged when I didn't cancel the contract!! This was a company my parents had for years, and I was a customer for the past 3 years. I'm in my 60's and don't need this stress in my life.

  

  Business response

  03/30/2023

  We will review the account.

  Customer response

  03/30/2023

  
  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.
  
  Sincerely,
  
  **** * *****

• Initial Complaint

  03/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased a "ceiling protection" for our oil delivery. I fought hard for a discounted rate in August 2022. We have seen no decline in price of our oil deliveries. I called Petro and was told that oil would need to drop $1.25 before I would see any fluctuation. The $1.25 was due to 50C cost of my price protection and then an additional 75c because I received such a good discount in August. Even if the price of oil drops I may not see a price reduction as there are "costs of Petro" doing business. Buyer beware, this "ceiling protection" is actually consumers purchasing oil at that rate for the remainder of the heating season. It is not a "Cap" or "ceiling" as they sell it.

  

  Business response

  03/30/2023

  We will review the account.

  Customer response

  03/30/2023

  
  Complaint: ********
  
  I am rejecting this response because: They are reviewing the account, there is no response to the fact they are misleading consumers with a "price cap" versus actually locking consumers in a a specific high price. simply reviewing is not addressing any of the points I made.
  
  Sincerely,
  
  ******** ********

  

  Business response

  04/03/2023

  We have spoken with our customer to provide detailed information on his pricing.  His ceiling plan is functioning appropriately.

  Customer response

  04/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: Their explanation is that Pedro decides if and when they reduce the price of my oil. It is not truly reflective of market pricing as marketed. My example my oil is capped at $5.16, which is deeply discounted so I am penalized by $.50 plus there is an additional $0.70 that ***** claims is the "cost of doing business". So for the price of my oil to decrease I need to market price to depreciate by $1.40. Then on top of that Petro are not selling oil at market price rather "settlement date minus 3 month market price.

  The Petro "price cap" is not a fluctuating price mechanism rather they use your locked rate as the price for delivery during "peak heating" season. I don't believe consumers realize that the price will not fall inline with market prices and my complaint is that ***** are misspelling their variable rate price cap.

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

• Initial Complaint

  01/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  May 17, 2022 - Contract signed price for oil not to exceed $6.299 per gallon. No mention of conversion of oil to propane heat as a violation of the contract. Auto-delivery is required per contract or a $399 penalty fee would be assessed. On Dec 5, 2022, I contacted Petro in response to an email notification that an auto-delivery was scheduled. Outdoor temps were unusually warm and I was using heat pumps exclusively. I told Petro on Dec 5 that my oil tank was nearly full (over 7/8) and wanted to let them know to save them a wasted trip and that I was planning to convert from oil to propane. The customer service rep, J.H., agreed auto-delivery did not make sense and advised me to pause the delivery. Because of the contract I asked him to email this information for documentation. I then received a call from Petro Group 2/Loyalty Dept. I talked to them on Dec 7 and told them I was advised by Petro (JH) on the pause and told them I had no objection to keeping the auto-deliveries in place but it seemed silly for Petro to send out a truck for a few gallons. I asked for a supervisor and was told one would call. On Dec 28, my credit card was charged the $399 contract violation fee. I then called the Group 2/Loyalty group and asked to speak to a supervisor. The person I talked to tried to get a supervisor but were told that the supervisor was too busy to talk or call me. I also stated I didn't think it was a good business decision for Petro to do this. I am/was a loyal customer since 2008 with oil deliveries and service contracts that totaled well over $50,000. Charging me this fee would assure I would no longer be a customer of Petro for propane and service contracts. I was told there was nothing I could do for my request to get the fee waived. I believe I did not violate the contract because Petro advised me to pause the deliveries and there is no provision in the contract with regard to conversion from oil to propane. Requesting a refund of the $399 fee.

  

  Business response

  02/02/2023

  We are reaching out to the customer to review the account.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Petro installed a heating cooling system in my unit in June 2021. I paid around $7000 for that job. The unit didn’t work well right from the start. It did not cool. It took a lot of back-and-forth with Petro until finally they fixed the cooling part. The technician said that the system was missing a part. Petro did not install the missing part until January 2022. At the time the unit stopped heating because it was missing a part. After many complaints the company’s representative agreed to my requests which were three. 1. To reimburse me $540 for services which I had to pay out-of-pocket. 2. to extend the warranty until February 2023, because the installation wasn’t finished until January 2022. 3. I also requested they stop sending me invoices for services to the unit which is under warranty. I received a letter from Petro acknowledging their financial responsibility for $540, and requesting that I will sign a letter discharging them from any other demands. However, there was no mention of extended warranty or stopping the invoice invoices. I need all 3 requests fulfilled. I need the warranty obligation in writing, from an official of Petro and on their letterhead. This is very important, since the unit was not really installed properly until January 2022, and I have serious concerns about this unit.

  

  Business response

  01/17/2024

  We have reviewed all transactions on the account pertaining to any service work performed on the ***** equipment that was installed and find that all billings were credited off the account.
  
  If customer has any further questions or concerns regarding this particular property and install, please provide my direct contact information so we resolve any concerns.
  
  Please let me know if you require any additional information regarding this matter.
  
  Sincerely,
  
  Donna M********
  Director of Commercial Services & Compliance
  ###-###-####

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