Complaints

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

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  PriceRite Oil, LLC

  795 Thomaston Rd Watertown, CT 06795-1523

• 

  PriceRite Oil, LLC

  293 Main St Oakville, CT 06779-1743

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:02/03/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  On January 20th I placed an order with this company for 100 gallons of oil as I have been doing for the past 7 years. The price of the oil at the time was 3.47 per gallon which I accepted. The delivery was not made until Wednesday, January 29th. At that time oil was at 3.37 per gallon, but they charged me the higher amount. This was ok as I expected this. The company delivered 217 gallons of oil and filled my tank and charged me an additional $406.34 on top of the $347 for the 117 additional gallons. I did not ask them to fill my tank and only wanted the 100 gallons I agreed to. I tried to contact the company to resolve the issue. I left several messages. The comapny ignored my calls and blocked me on social media. They know they made a mistake and will not speak to me to rectify it. I would like the refund of the error in the amount of $406.34 and an explanation.

• Initial Complaint

  Date:10/09/2024

  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.

  On October 1st I placed an order via pricerite's app for oil. the price was $2.59 per gallon. I called on Oct 2nd because I didn't get a confirmation and I wanted to know when they would deliver and they state on their website, that price is subject to change. I was told that if the price went up 15 or 20 cents that they would change my price and they couldn't deliver until the 17th. I left a voicemail on Oct 3rd to cancel because I couldn't wait that long and their price went up 20 cents since Oct 1st. I never got a response. I called today, Oct 9th to confirm and was told yes it was cancelled but they already ran my card, even though they hadn't confirmed that actual delivery price, and that they won't refund me. According to their app, it says they don't do refunds if you over order, it's applied as a credit. I cancelled, it's not the same. However, when I called today, they said oh well, we charged you and you have a credit for $259. This should be illegal. They bait and switch with the price, and you don't get a delivery day until you order. I was told I should have checked the alerts in the app to see the deliver dates - not it should show when you order, on that screen. Also, I believe credits are only applicable if you can use them within 30 days. I filled my tank on Oct 4th because I needed oil and won't need oil again within 30 days. They are predatory and hold customers hostage. They were also supposed to contact me per their own ordering page in the app to verify CC or get a new one - they did not do that either. U want a refund.

  Customer Answer

  Date: 10/10/2024

  Now they are threatening me via ****** reviews. I have 2 accounts and posted the issue in 1 and then the other just gave them 1 star...and they are now attacking me online and saying I'm harassing them because they have shady business practices.

  Customer Answer

  Date: 10/10/2024

  They changed their app where they direct people to order to NOW say that you can't cancel but it was not there when I ordered. See attached of the page when I ordered vs today. They are making changes to cover their butt because they know they are wrong. Their was never a cancellation policy in their app where I placed the order. If there was I wouldn't have ordered.

  Business Response

  Date: 11/22/2024

  *** ******* had placed an app order as she always does. On our app order there is a checkbox that you click on before submitting or you cannot submit the order that you agree to and allow pricerite oil to charge your card and set your delivery up. That box was checked. She then called back complaining that she demanded the delivery be done the next day, however we were already booked out, and have left her a voicemail on which date she was out for. Merita did explain to her that if we have any cancellations we will bump her up sooner, *** ******* did agree. Merita had then placed her delivery out for two days after *** ******* agreed. The day before her delivery she decided to cancel her order because she got oil elsewhere, which is not okay because we could have given that spot to someone who really needed it. We explained to her there are no refunds, and that it states it on our policy. She then proceeded to again leave us a bad review on ******, ********, and BBB, and also reached out to food and standards. We agreed to refund her account, and put her on a do not deliver list, because this is the first time she has done this. I am sure you are aware how hard it is as a business to please everyone, and we have policies in place to protect the company. Many customers are not paying their bills, checks are being returned, and that is very detrimental to a company. 

  Customer Answer

  Date: 11/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This is all lies. I placed the order online with no delivery date listed and was waiting to be contacted. I never got an email confirmation or a phone call let alone a voicemail so please don't make up stories. I called to inquire about the delivery date as I hadn't heard back and was told it was 2.5 weeks out. My order was still not confirmed, just when they were booking out. More concerning was that I was told they don't hold the price that I agreed to when ordering and was told if it jumped 15 cents or more I had to pay that new price. The next day the price jumped 20 cents and since I never got a confirmation of my order, I called to cancel. At that time it was not listed on the app that you could not cancel just that any overage of orders would be a credit. See attached. I filed a complaint with my CC company and have a temp credit but PriceRite never responded to the claim so I won't get the confirmed credit until the case closes in December. I was NEVER told they would expedite my delivery, if that was the case I'd have kept the order. Stop with the lies.

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

• Initial Complaint

  Date:09/04/2024

  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.

  8/29/24 I placed an order on line. I don't but what form of payment so the rep calls. Marita return by call 348pm. I request 150 gallons I stated my account has that my card is not to be charged until delivery which was setup as 9/13. She did not indicate otherwise. I checked my account noticing transaction pending. Immediately I called but office had closed. I called the next day whom the customer rep said they can not charge date of delivery due to other customer that have been delinquent or fraudulent charges. I request a supervisor to call. The supervisor emailed that she has notice in the past 2 credit cards have been used before delivery but otherwise on date of service. The company has recently made changes she would seen what she could due. I called to day 9/3/23 customer service that said no refunds that it is credited. I don't have a contract I call to order. I asked for Alisa Belica supervisor but was told she had an emergency would not return till tomorrow. I request owner or manager was told they are in and out of the office. I will forward email.

  Customer Answer

  Date: 09/20/2024

  This was the response I got when you contacted the company:

  ******,
  I apologize about yesterday, my son had an accident at school, so I had to leave and didn't come back to work. Mainly when a delivery is scheduled our policy is the remainder stays as a credit on your account for another delivery, this happens because we are charged fees and taxes from the merchant services. I am going to go ahead and close your account, and refund the charge. We mainly do refunds if we have any one Friday. So this friday, once the refund is done, I will send you a confirmation email, it takes 5 to 7 business days to go back to your account. 
  
  
  Thank you, 
  
  
  ******

  Today is 9/19/24 I have yet to receive my refund. I just want to make sure that the refund was performed.

  thisis the response and U have not received check or deposit to my account as of 5:08 pm 9/29/24

  Refund has been done, I checked on our end yesterday. I will check when I get to the office today, with our merchant services. I will not be responding anymore to any emails, as I have done everything you have ask for, and you keep making complaints about the business on BBB even after I have emailed you. I don’t believe that is fair for you to do, being that the company has always been good to you. A policy is a policy, and the girls have to stick to the policies that are in place. 
  
  
  Thank you
  Alisa 
  
  
  
  PriceRite Oil LLC.

  
  

  Business Response

  Date: 11/22/2024

  ****** ******, had been refunded immediately after canceling her order. We do have a policy here at PriceRite Oil , which is stated on our website as well as our app page, that once the order is placed, if it is canceled we do not do refunds but the money will remain as a credit on their account for their next delivery. Unfortunately *** ****** wanted to be charged after the oil was delivered, we cannot do that because we have had many clients not pay their bills and credit cards have declined. We have many customers in collections at the moment. Situations like these can put a business out of business. She was aware of the policies, and was going back and forth with us Via email, but because she was not looking at her emails right away, she decided to bash us on ********, ******, and BBB instead of reading her emails as we have proof of quick response. As of today *** ****** has been refunded the difference, and will no longer be allowed to order oil from PriceRite. 

  Customer Answer

  Date: 11/29/2024

  Problem resolved. 

• Initial Complaint

  Date:07/25/2024

  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 have ordered from this company previously and went onto their app which I have on my phone and made an order. I never received a response or called back after I made my order so I gave them a call upon giving them a call. I was told that my delivery delivery was sent for a week and aI have ordered from this company previously and went onto their app which I have on my phone and made an order. I never received a response or called back after I made my order so I gave them a call upon giving them a call. I was told that my delivery was set for a week and a half later, which was it feasible for me. I told him to cancel the order and that I would find another vendor upon me requesting that the order be canceled instead of canceling they charged my card for $505, I did not notice but and went ahead and made another order with another company and had my delivery upon checking my credit card statement I was charged $505 for a oil delivery that I wasn't going to get. I called the company and asked them why was I charged when I canceled my order the girl in the phone stated that , even though I canceled my order, they charge my card and hold it as a credit to my account for when I have another delivery. I told her that I canceled before I even was charged and she stated we it states on our website that as soon as you put your information in, we will charge you automatically. It also states on their website that they will call to confirm. I told her I never received a call to confirm I had to call. She stated that maybe somebody missed out my phone number or the call went to voicemail, but I've been charged and they don't do refunds. After a few minutes of back-and-forth with her, I decided that I wasn't going to get anywhere and hung up. At this rate, I won't ever do another fuel delivery with them. I just want my money back. I don't want anything from this company but my $505 back that they charged me.

  Business Response

  Date: 08/08/2024

  ******** *******,

   

  Attached are the screenshots of the website, our app orders with notification, the alerts we put on our app to let customers know which days we are booking out for. Please let me know if you need any additional information.  Merita had called and left her a voicemail confirming day of del, she ended up calling back, and saying she could not wait until Aug 5th, Merita then moved her up to the 31st of July, but she still wasn't happy. She demanded a delivery right away, which isn't possible. We explained to her that we do not do refunds, but that it stays as a credit on your account. You cannot place an app order without hitting the agreement box and submit bottom. If you look at the attachment *** ******* provided you will see if states she needs to accept and submit, other wise  you cannot place an order. *** ******* also reached out to the state of **, which we proved all proof and documents, which they have said We did not do anything wrong, and it is per our policy. 
  --

  Customer Answer

  Date: 08/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The response noted is a lie. I never received a call or a voicemail, when I called the person I spoke with stated " oh we may have miss dialed or forgot to call you. I asked how when the website states that you will call to confirm. When I called I was also told that I had a delivery scheduled 2 weeks out, I told the person on the line that I couldn't wait that long and I would find another company and hung up, there was no reschedule the conversation lasted total of 3 minutes or less and I will submit my phone records to prove so. After I called and stated I wanted it canceled the company charged me the same day and then stated they don't do refunds when I called back. I never demanded a sooner delivery, and I don't know how they could've moved my appointment up without telling me. I have ordered from this company multiple times before and have never had an issues I know that they're not located near me and that their delivery takes about a week which is what I expected. The fa** that this company has stoop so low as to lie on its customers personifies its bad business practices. I also have screenshots that the app never stated that refunds are not available if you canceled it actually said nothing about refunds the company changed both their website and App after I made a complaint to the state because they refused a refund. Why are you forcing customers to do business with you? The statement made to the state was we take the money if they can't afford to pay it that's their problem. Horrible business practices.  The state has also not concluded their investigation and this company is yet again telling lies. Also noted I have previously ordered from them and cancelled thru the app and have not been charged. 

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

  Business Response

  Date: 08/08/2024

  All proof was submitted, We did speak to the state yesterday. Also When you called in you knew which date you were out for, and our calls are recorded. We are charged taxes and fee when we charge cards, and refund cards. as of right now your amount will stay as a credit which will not be lost, however, if you would like a refund we can do so minus the taxes and fee because it is not our fault that you clicked the accept box and submitted the order. You yourself provided proof that is states to check the box before submitting. 

  Customer Answer

  Date: 08/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I spoke with the state of ** today August 8th at 2:54pm. He will be contacting you shortly as he is aware you have given a false statement noting that this case was resolved in your favor when the case is still currently open. I will not accept a partial refund because after all the correspondence I don't believe this company will be honest about any fees and taxes associated with this transaction.
  

  Furthermore as previously stated the transaction was made after I cancelled the delivery. 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:05/30/2024

  Type:Delivery 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.

  On 5/13/2024 I called Pricerite Oil in ********** ** to order 100 gal of oil. They promised to deliver my oil on 5/22. They charged the $290 to my debit card on 5/14. In the afternoon of 5/22 the oil had not been delivered and I called to inquire when it would be coming. I was told their truck had broken down and they'd be making the delivery within the next day or 2. On 5/24 they had still not delivered my oil and I called again. Again I was told that they were behind schedule and were working on the weekend to catch up and promised to deliver within a day but no kater than 5/29. Today, 5/29, my oil has still not been delivered. I called again and was told that their truck had electrical problems over the weekend and that they would be delivering my oil by the end of the day or tomorrow. It is now 6pm and still no oil! Additionally the price of oil has gone from $2.90 to $2.75

  Customer Answer

  Date: 05/30/2024

  Complaint has been satisfactorily settled. Oil was delivered this afternoon after speaking to Pricerite Oil this morning. They also adjusted price to $2.75

• Initial Complaint

  Date:01/22/2024

  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.

  Ordered oil on a Thursday, was told it would be delivered the following Thursday. It wasn't. Spoke with customer service on Friday was told the driver was running late and he would be there Sat. Received a call from the driver on Sat afternoon saying he tried to deliver Thurs but because of the 1 in of snow it would not deliver. The person I spoke to said nothing about this. I would have had the plow come and take care of it. Had the driveway plowed and sanded within 20 min of speaking with the driver. Price Rite Oil now wants to charge me a $200 emergency fee to deliver 100.gallons I already purchased from them. Absolute scam artists. Poor customer service and communication. Never ever use these people.

  Business Response

  Date: 02/21/2024

  Thank you for attaching this email. In regards to this customer, the picture which was provided was taken after multiple attempts to do his delivery, which was not able to be done because his driveway was covered in snow and ice underneath. We explained to Dennis multiple times that his driveway needs to be cleaned and sanded in order for a 65 thousand pound truck to be able to deliver. I have multiple pictures of his driveway before he cleaned it. Unfortunately after multiple attempts we cancel the delivery, because it costs us money, time, and wear and tear on the trucks to keep going back. Now in this picture you provided that is only the beginning of the driveway, his driveway is a hill, and there is more snow and ice at the top. We don't leave customers with no oil, we make multiple attempts. We post on our ******** pages that driveways should be cleared, as well as paths for the drivers to walk. He was aware of this, he spoke with the driver that day, and also witnessed the driver making the attempt. After the driver left, he then had his driveway cleared and cleaned, and asked us to come back. We were already out of his town, and said we can place him for the next day, he demanded it be that day. Each driver does 50 dels a day, they cannot backtrack. 

   

  Sara

  Customer Answer

  Date: 02/21/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This is an absolute lie. I was not informed of multiple deliveries at all. There was no attempt made on Tues like the owner has said. Then when they did not deliver on the Thursday I spoke with the office and was told that the delivery was late and it would arrive at night. Which this never happened. The. I called them on Friday and was again told tht the delivery would come on Sat. I was not informed at ALL by anyone until Sat that there was a problem with the driveway. I was informed by the driver even though I spoke with the office 2 times prior and was not informed at all. Once the driver told me there was an issue with the driveway it was plowed salted and sanded within 20 min. By then I was told my order was cancelled. All this attempt is them trying to back pedal from not informing customers. I literally spoke to their office 2 times and was told the deliveries were held up do ro the truck route being late. If they would have informed me the driveway would have been sanded. Also there is 1i. Of snow. So little snow that the plow people didn't plow anyone. The owner of this company is an absolute liar. He likes to claim. He has recordings of calls. If so please then post the transcript of the 2 times I spoke with the office. I was NEVER informed that there was an issue with the driveway. Horrible Horrible business
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/09/2023

  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 mother ordered home heating oil on or about march 15, 2023 from price rite oil. the order was canceled, we called about a refund. the order was not refunded, had to call a few times. there were 2 charges to the credit card due to a slight increase of the price which we understood. upon canceling the order and a few calls to get the refund they refuse to credit the 2nd charge. it was for $22, they say there is a $10 CANCELATION fee which is not told to you. then they back peddle on it and blame it on the credit card company. my mother and myself have tried to resolve it with the company.

  Business Response

  Date: 06/23/2023

  This matter was resolved within our office. This Customer Agreed to the  delivery, delivery was confirmed, then the day of the delivery the delivery was denied at the door. This customer does live with his mother who confirmed the delivery Via phone. We decided to refund the money, and terminate his account, as it is  not fair to our staff or our drivers and time to go out and spend time and money to get the delivery to be turned down, after confirmation was made. Money was returned, we are at a loss for drivers hours, oil bought, miles driven, and diesel, which these customers do not seem to understand. 

  Customer Answer

  Date: 06/23/2023

  It’s part of doing business. 25 years I was in the oil business. **** ******** **** ** ** and deal with it. 

• Initial Complaint

  Date:03/13/2023

  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 paid to have my oil home heating tank filled up, used them for over two years. I paid for 100 gallons up front, they delivered oil 3-9-2023, today 3-10-23 I was reviewing the bill and notice they overcharged me 200 dollars. I called the office and they agreed. They said they would credit my bank account. 530 pm I get home no monies credited, I called and left a message at the office letting them know I will never use them again and I'm filling a complaint with BBB, consumer protection, department of energy. And every ******** community form I can. Thank you

  Business Response

  Date: 03/13/2023

  Dear Mr. ******,

   

  we apologize for the inconvenience, however the day you called we did refund the over charge back. A refund does not hit your account within 20 minutes. It takes 3 to 5 business days to return from our bank to yours. Those days not including sat and sun. You did message us on ********, and we did reply with your card being refunded. If you choose not to use us again, that is not a problem, however mistakes happen all the time and this we did rectify the situation and fixed it. If it was refunded hold on Aaliyah on Friday, You can’t count the weekend, as it is not considered business days or bank days. So you should see the refund hit your account by tomorrow. 
  

  I do know my girls did apologize to you over the phone, and said it would be taken care of right away, which they did. 
  

  thank you

• Initial Complaint

  Date:10/14/2022

  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 made a pre buy heating oil purchase for the 2021-2022 heating season. We did not use all the fuel we pre bought and ask for a refund per the agreement we signed for the unused portion. The company has outright refused to issue a refund. We are now 15 days from the closing date on the sale of the property location in the contract. We would really appreciate it if the company would honor its legal contract and release the monies due us.

  Business Response

  Date: 10/14/2022

  We have spoke numerous time with the above  customer, The contract states whatever money is left over will be put at credit on the account, towards another contract or an oil delivery. He has called numerous times, and we have ask him in order to remove the $150.00 credit form his account, please sent us a document that we can bind to the contract to release his money. He has yet to do so. I am attaching the contract. If he can provide us with paper work that he is selling his property. I can then void the contract credit, and refund the $150.00 back. I have tried working with the customer, however we have not received any documents. 

   

  Thank you

  Customer Answer

  Date: 10/15/2022

  
  Complaint: ********
  
  I am rejecting this response because: On July 8th at 11:27am I sent and email stating I no longer resided at the ********* address and that the house was being sold. I sent this at the request of office staff I spoke with. Every time I speak with someone at Price Rite the story changes. First the owners were in ****** for a month. Then they needed a written request. Now they want a copy of sale documents from my home. The MLS # of the house is MLS#********* Look it up! Price rite oil does not provide service to ********* ** which is were I now reside. Please return my unused balance to ** ******* *** *********** ** ***** My calculations put the amount at $165.57. There should be no further confusion on this issue!
  Sincerely,
  
  ***** *******

  Business Response

  Date: 10/17/2022

  Hello, 

   

  You sent a personal email to our company. We ask for your real estate to send us information, like every real estate agent does when selling a house. We are always contacted by the agent, as well as they need information on how much oil you have left in your tank, so that you can get that back during the closing. No one has reached out to us, nor have we gotten a written letter or email from your agent. Unfortunately  The credit does not sit with us, it sits with the wholesalers, in the contract agreement. I need to send them proper documentation for them to release the funds. Please send the proper information, or have your agent reach out to us, so that we can get this taken care of. This is something we have ask you for on multiple occasions. 

   

  Thank you, 

• Initial Complaint

  Date:10/11/2022

  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.

  On 10/3/2022 I placed an order for home heating oil on Price Rite’s app as I have done many times in the past. The advertised price was $4.11/gallon. On 10/4/22 at 10:16am Gisella from Price Rite called me to apologize stating the price of oil went up over night and they would have to charge me the new price of $4.18/gallon. I was understanding and agreed. She said the oil could not be delivered until 10/11/22. I expressed concern about the length of time and price volatility. She repeatedly assured me that they were going to put a hold on my credit card for 100 gallons that day and that by doing so I would lock in the rate of $4.18/gallon for that delivery. I have proof they charged my card for $418 that day. They delivered early on 10/8 and charged me $4.89/gallon for 174.9 gallons. I have called 3x’s and they refuse to honor the price I was given and have over charged me without my consent. Classic Bait & Switch tactic. I never agreed to $4.89/gallon and would have ordered elsewhere.

  Business Response

  Date: 10/12/2022

  This complaint can be closed, as it is being Handled by the General Attorney's office. All proof of the markets volatility and market change, plus what it states on our website has been submitted. They are fully aware of the Situation. At this point I am not going to further discuss a situation with a customer, who calls our office and thinks its okay to scream at women. My employees have been through enough this past week with customers calling in and making them cry for something that is out of our hands. If people would just turn on the TV and watch the News and listen to what OPEC is doing. Then things would not be this way. Instead they thing its okay to bash oil companies, and blame them for what is happening when we are just the middle men. 

  Customer Answer

  Date: 10/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I understand market volatility.  If the employees of Price Rite had originally told me that they could not tell me the price per gallon, and that I would be obligated to pay an unknown amount depending on the date of delivery I would NEVER have placed an order.  I could have easily ordered oil elsewhere.  On the contrary Price Rite assured me that I was locking in the price of $4.18/gallon by putting the 100 gallon hold on my credit card.  I have proof they held $418 for $100 gallons.  My issue here is not the price of oil which I understand is high and volatile.  My issue is the employee of Price Rite told me one thing and then did the exact opposite and the refuse to accept any accountability.  Price Rite advertised a rate on their website and application. Then they called to apologize that they could not honor that rate but assured me the new higher rate would be $4.18, then they charged me $4.89.  Nobody called to tell me the price had gone from $4.18 to $4.89 or got my permission to deliver at the higher rate.  You can't advertise one price, verbally tell the customer another price, and they ultimately charge them a significantly higher price.  That's deceptive trade practices and bait & switch.  Look at their recent reviews on Google, there are several other customers who have experienced the same issue.  As far as what's on their website goes they have updated it several times since I ordered.  I have a tool that can show what their website displayed on 10/3 as proof if needed.  As far as screaming at female employees goes they must have me confused with another unhappy customer because I did not scream at anyone. Bottom line - I never agreed to pay $4.89 gallon.  I never consented to this price verbally or in writing. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 10/12/2022

  You were fully aware as were others, about the price change. we have updated our system and website numerous times do to the unstable market. You did not tell my employee, you went to law school and you know how things work, and you would go after us? you did not yell? I am sorry, but we deal with tons a customers a day, and only a hand full responded as you did. Like I said. I have handed in all the information to the General Attorney's office. Please feel free to contact them. 

   

  Thank you

  Customer Answer

  Date: 10/13/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Yes, I said I went to law school and knew my rights however there was absolutely no screaming or threatening, that part of your story is completely fabricated. 
  

  Yes, I know the market is volatile, which is why I specifically expressed concern about waiting a week for a delivery. Your employee however repeatedly assured me the hold on my credit card would lock my rate it for that delivery so I had nothing to worry about. The bottom line is your employees are telling customers one thing and doing another. Your employee called me when the rate went from $4.11 to $4.18 to get my permission to bill at the higher rate to which I agreed. Nobody called me nor did I consent to a rate of $4.89.  If your employee made a mistake telling customers the rate is locked in upon credit card hold or if they forgot to call me to advise prices went up almost 20% then you as the business owner should own that mistake. I’m a reasonable person. Instead of offering an apology and trying to work with me you told me Too Bad, there’s a disclaimer on your website. I’m sorry I didn’t go on your website and I trusted the information your employee told me. 
  

  I have been a loyal customer for several years with 2 properties. As a real estate agent have literally referred dozens of clients & friends to PriceRite because you have always provided good service and competitive pricing. I don’t know if there is a new owner or maybe some new employees that need training on company policy but I promise you your staff told me my rate was locked in at $4.18 for this delivery with the credit card hold. Again if I was told I would have to pay some mystery rate I would have ordered elsewhere. If you called me again and said the rate went up from $4.18 to $4.89 I would have canceled the order. But you did not give me that option. When I initially called to dispute it your employee said she would call me back by the end of the day and never did. When I called again I was told not to worry about it, that they we’re working on it and hadn’t even charged my card yet. The next day Price Rite charged my card and when I followed up for the 3rd time was basically told better luck next time. I’m sorry but that’s unethical and poor customer service. When I left a Google review yesterday I could see several other customers have had similar experiences recently so clearly I am not the only one. 
  
  Sincerely,
  
  ******* *******