Complaints

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

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  Petro, Inc.

  55 Day St Norwalk, CT 06854-3733

  
• 

  Petro, Inc.

  212 Elm St North Haven, CT 06473-3250

  
• 

  Petro, Inc.

  125 Commerce Dr Brookfield, CT 06804-3400

  
• 

  Petro, Inc.

  12 Colonial Rd Canton, CT 06019-2234

  
• 

  Petro, Inc.

  84 Newbury St Fl 3 Peabody, MA 01960-3864

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:Billing 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.

  This has been an ongoing issue with Petro for the past 2 years or so. A while back, Petro technicians replaced a power vent but installed an undersized unit. Since then, I have had numerous issues resulting from poor to no updraft, overheating, and exhaust leaks from the undersized unit. When technicians would come to repair these subsequent problems, I would inform them that I suspected an undersized power vent due to mismatched product numbers and I would be brushed off. Each repair would generally result in a week of no heat or hot water, replacing several parts as technicians try to guess at what's wrong, and me losing work. Once their technicians even destroyed my thermostats. Only after years of problems, spending thousands of dollars in related repairs, losing several days of work, going weeks without heat or hot water, dealing with exhaust leaking into my first (and briefly even second) floor, and replacing several things multiple times, did technicians finally discover their original error and replaced the undersized power vent. Now, Petro is attempting to charge me for them to fix their error. I have attempted to resolve this through local leadership to no avail. They have strung me along since December with the company constantly contacting me and threatening to place holds on my account as I waited for their managers to remember to call me back. Only within the past couple weeks, did they finally do so and would only offer a discount on the outstanding bill. This is a brief summary of the key points from the overarching issue. I will be clear, I find it unacceptable to pay for Petro to repair their own mistake! I have already paid enough to Petro regarding this problem and have received nothing but headaches, lost wages, and abhorrent customer service. As an act of courtesy, I am attempting to resolve this through the Better Business Bureau before attempting more aggressive options. Thank you very much.

  Customer Answer

  Date: 05/07/2025

  I received a phone call yesterday from a manager as well as a follow up from their Customer Service Department (I left a poor survey regarding a related phone call from their credit department).  After previously trying to hard ball me a few times, they are now finally willing to waive the outstanding bill for them to repair their own mistake.  The problem has been resolved.  Thank you.

• Initial Complaint

  Date:01/21/2025

  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 the ceiling plan which is locked in at $5.099 for 1 year. It states if oil is lower market value I will pay that price. I got an oil delivery 1/18/2025 for 183 gallons at the above rate, The market value for oil was for that day was $3.059 which was quoted to my brother after I had called to dispute the charge. They stated they offer 24 hour oil delivery and other services and that is the service they provide, when I locked in the rate I told them I only needed the oil. Every time I have called these last few days, I have been told different things every single time, I understand this company is based out of ******* and if the oil is a little more that 3.059 I understand due to my address in ********. My bill is for $935.67 and at the market value of 3.059 its a little over $277.00, This is a lot of money, I believe I am being price gouged and being told different things. My ceiling plan ends in Feb.

  

  Business Response

  Date: 03/05/2025

  Customer entered into a one-year protected price agreement on February 5, 2024.  Customer’s acceptance, including the terms and conditions of the program was recorded with their permission.  A confirmation email was provided which clearly states their ceiling price and terms of the agreement.  Customer’s complaint refers to “market rate”; unfortunately, we don’t know what customer means by this term.   Customer received two deliveries under their plan; one was at their ceiling price.  Protected pricing by a full service auto-delivery company cannot be compared to COD or new account promotional price offers.

• Initial Complaint

  Date:12/05/2024

  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.

  We have an annual contract with petro, on Monday, December 2nd we called because there was a massive amount of water coming out of our boiler. Petro sent out a technician who not only did not fix the unit he caused further damage. The next day Petro sent out the same technician, who again did not fix the unit. We scheduled a 3rd appointment which was extremely difficult for us to be home 3 days in a row. Petro completely missed the appointment on the 3rd day (December 4th) wasting a significant amount of our time. When we called to inquire as to why they were not here they very rudely told us they put it on their calendar for the wrong day. Now they want to schedule a 4th day or come out in the middle of the night which is extremely disruptive because we have a toddler and guest in town with a newborn. Now we are stuck in *** ******* with a broken boiler that is gushing water and Petro is not willing to get us a reasonable solution to fix it. They have been nothing but rude and unreasonable wasting our time. We expect a full refund of our yearly contract amount because they were unable to fix our unit in a reasonable time frame pay our increased water bill due to their negligence and pay the emergency service fee we are going to have to pay for a third party to fix the unit because Petro can not competently do the repair, schedule and show up.

  Customer Answer

  Date: 12/06/2024

  On the third day, Petro supervisor Walter guaranteed someone would show up by 730pm. When nobody arrived by that time we called back and spoke to supervisor Libby who claimed that Walter only guaranteed someone would arrive between 730 and 830pm, not by 730 pm. This was an outright lie and Libby wouldn’t allow us to hear the recording of the call with Walter when she claimed he said this. A technician finally arrived after 9pm (after our 730 expectation and the 830pm time they claimed to have told us). The technician was there to after 11pm. His diagnosis was completely different than what he heard the first two days and was also told he was unable to fix the issue that night. He put the system back together so that it should have operated the same as before he came. However, the issue became significantly worse after he left and our boiler started losing at least a gallon of water every 5-10 minutes. This continued for the next day and a half until we were able to get another service provider out to our house. This service provider was required to replace our hot water heater which will cost us several thousand dollars. 

  

  Business Response

  Date: 12/19/2024

  Technician responded on 12/02/24 and found no water on the ground; there was a drip contained in a bucket. Tech replaced the pressure relief valve and completed a tune-up.  Tech returned on 12/03/24 and determined the Hy vent needing replacement; he purged zones of air and again found no water on the ground. Another Tech was dispatched on 12/04/24 and found no water on the ground and a drip contained in a bucket.  The Tech replaced the ****** tank and then found a pin-hole leak in the indirect tank; tank replacement was recommended.  The pin hole in the tank can cause the relief valve to go off as air can get in the system. Customer was informed running the unit was at his own risk.  We cannot speak to any cleanup of water completed prior our Technicians arrival or any date or any repairs performed by others.

• Initial Complaint

  Date:10/31/2024

  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.

  I have been a customer for over 10 years. First I was on a monthly payment plan. Then when Covid hit and I went through a divorce Petro put me on a "load to load basis" plan which ironically is never mentioned on their website or in any of their brochures - despite paying for the Petro Premeire Plan! They promise flexible payment plans and options but instead I've suffered for 4 years improving my credit post divorce and begging Petro to be put on a monthly payment plan. Last spring after filing another complaint I got a call from a supervisor promising to put me on a monthly payment plan. Petro delivered another oil delivery without notice or consent - increasing my bill to $2332 -but NEVER put me on a monthly payment plan. I logged on to my account many times this summer and was only given the option to pay in full - typical "load to load basis". I tried to log on again recently as I have always paid in full in October and November to get another oil delivery for the winter. Petro - without notice - canceled my account and locked me out of my account - they will not even allow me to see bills, payments, or account details, contract renewals - nothing. I have proof that last year I and the years before while on "load to load" I paid my bill in November - this year Petro canceled my account. I am a full time working single parent with full custody of 4 children - two with state recognized disabilities. Petro puts NOTHING in writing insisting on calling during working hours instead. I have emailed numerous times asking for explanation - to put my account back active and renewed and allow me to pay the bill - like last year - and receive a delivery - Petro is REFUSING to email back, or allow access. They simply call during work hours without notice and claim they can't reach me. This is predatory behavior by Petro. The last time they emailed me about a new document/communication was July 15th, I last logged on July 29th - there was not notice of cancelation.

  

  Business Response

  Date: 12/04/2024

  We are pleased to advise this matter was amicably resolved and we continue to serve this customer .

• Initial Complaint

  Date:06/03/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:03/19/2024

  Type:Product 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.

  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

  Date: 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 Answer

  Date: 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

  Date:01/17/2024

  Type:Billing 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.

  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 Answer

  Date: 01/18/2024

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

• Initial Complaint

  Date:12/18/2023

  Type:Billing 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.

  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

  Date: 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 Answer

  Date: 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

  Date:09/22/2023

  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.

  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

  Date: 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

  Date:05/26/2023

  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.

  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

  Date: 06/27/2023

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