ComplaintsforPriceRite Oil, LLC

• Initial Complaint

  07/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  05/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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 response

  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

  01/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  05/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  06/23/2023

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

• Initial Complaint

  03/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  10/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

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

• Initial Complaint

  05/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a voicemail from price rite oil basically threatening me about a balance that I apparently have and did not know about and stating that they will lien my properties and take me to court. They insist that I asked for a fill up and that they only charged me for the first 100 gallons and that after they would charge the rest. I have never asked for full fill ups and they can check my orders history and if they record phone calls it would be great because we never asked for a fill up. However they did send someone that did not know where to put the oil or anything he was lost and did not even put the oil when we needed it he just left, we also called about that. The guy came back the next day and still did not know what to do we had to go outside and show him, he probably filled it up and now we have to pay for that, why are they not charging their employee? Why are they talking to me about court when it wasn’t my mistake? I’ve been trying to call to settle the situation and no answer, my husband and I have been calling and nothing. If that balance goes to collections and they take me to court they will have to bring proof of the phone call of us asking for full fill up and history of my orders and payments. They are acting like we order it and now we don’t want to pay it when that is not the case. I pay all my bills and always just ask for 100 gallons never more than that.

  

  Business response

  06/27/2022

  Hello, 

   

  I have not been able to respond to this complaint, because I had a death in my family and have not been in the office. Today is my first day back, and when I went to respond it was too late. This customer ordered oil, and the oil was delivered. She stated that she  only ordered 100 gallons, but the order that was placed online came in black which means fill up. We called to confirm, she never responds to any phone calls. The delivery was made, and the customer then called in to complain about the oil fill. We tried to work with her and place her on a payment plan. She said she would call us back to set it up, and never did. We reached out to her numerous times. The last time I was letting her know her bill was going into collections. She then came on BBB to complain, instead of calling us back to resolve the situation. After that the client was approved for energy assistance, she then called in to ask for the bill so the state could  pay for it.

   

  PriceRite Oil LLC.

  
  PriceRite Oil LLC.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ********** ********, March 20 2022 advertised Price Rite Oil at 3.89 per gallon if ordered by 1:00 on the 22nd of March. I called on the 21st as business opened at 8:30 AM and was told that price was not in effect and it was 4.21.That is not a good business practice. I was not told of the difference until I specifically asked for a total to be sure I was receiving my senior discount.

  

  Business response

  03/21/2022

  Hello, 

   

  That was a marketing Error. It was suppose to be $3.99/gal however, it was mistyped. Also due to the market increasing again from the war in Russia. The market is up today 25 cents. It is now off season, and we do not make any money off   season. We just keep it moving to pay employees, and the oil we purchase. The price per gallon right now to buy is at the Racks, is higher then $4.00/gal. By the end of today It will be closer to 4.15/gal. Therefore, I will be losing money, and paying for customers oil. We have explained this to Mr. ***** however he did not care to listen. Many companies will go out of business because of this war, and oil increase. We did offer him a price closer to the 3.99. However, he did not want it. 

  Customer response

  03/21/2022

  
  Complaint: ********
  
  I am rejecting this response because:I was not offered a price of "closer to 3.99" or I most likely would have accepted it. Also, if your cost happens to rise pull the add, please.
  
  Sincerely,
  
  ******* ******

*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. ↩