Complaints

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:06/13/2024

  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 have fuel assistance *********************. So, for November and ************ was delivered, but with frustration because they insisted I didn't have fuel assistance money when it was there. Those months were paid. I found out by another individual that their prices were outrageous and ripping customers off. I cancelled and I went to fuel assistance to transfer my account out of ********************** and back to ********* without any problem in April. Now Petro Oil sends me a bill for $400 when I ended my account with them. They are a scam and I want this nonsense stopped.

  

  Business Response

  Date: 06/20/2024

  Hello

  We are in receipt of this complaint.  Fuel assistance paid for the deliveries. While I was speaking and trying to resolve  this complaint with the  client she hung up on me.

  This has been resolved and there is no balance on the account.

   

   

  Customer Answer

  Date: 06/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:05/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February I reported a water leak in the boiler they sent a service rep the same day. He said the plate is rotten it will have to have to be replaced. He would get in touch with the sales ***** and a rep would be touch. A rep came checked out said I needed a knew plate he was going check to see the warranty was still in effect. He would let me know by the end of the week. That was the beginning of Feb. This now May17,2024. In between I have called 4 times told my story to them. They all tried to get a hold a supervisor without any success I have been a customer since 1976 I don't deserve this kind of treatment. I am 87 on oxygen had 5 radiation treatments I don't need this problem which shouldn't be a problem. All I want is the plate be replaced and the leak fix.

  

  Business Response

  Date: 05/21/2024

  Hello

  We are in receipt of the client concerns and have been in touch with her. There is no solution in repairing the heating system.

  The client will be reaching out to weatherization program and will let us know the outcome.

   

   

  Customer Answer

  Date: 05/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:03/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Petro installed a brand new heating system at ****************************************************** back in September 2023. Shortly after the installation, we have had multiple incidents with "NO HEAT/NO HOT WATER". These events created problems in our home as not only do we DON'T have heat, but we also DON'T have hot water. Which meant no shower, no washing, etc. We had to wait all day for their technician to come and reset the system. Then it happened again and again every few days.The last time Petro was called for "NO HEAT/NO HOT WATER", the technician installed a "Tiger loop" and since then we don't have this problem anymore. However, we got a bill for $320.44, We agreed to pay Petro $11,580 for a brand new working heat system. And when you pay for a new system, you expect it to work fully and to 100% of your satisfaction. You don't expect missing parts. You don't expect a bill for the missing parts. Petro was paid in full for a new system. Also we got 2 years service contract with the new system. I have been calling, emailing and writing to their billing manager without any response. In the mean time, they keep sending us the $320.44 bill with additional late $18.50 fee.Please help us resolve the additional $320.44 bill with Petro. The so-call "tiger loop" should have been part of the new system. Our old system did not need the tiger loop to function. Only with Petro new system that caused the problem and it seemed to be resolve with this tiger loop part.Thank you,***************

  

  Business Response

  Date: 03/18/2024

  We are in receipt of this complaint.   We have reviewed the charges and as a courtesy adjusted the charge off the account.

   

  Customer Answer

  Date: 03/18/2024

  Better Business Bureau:
  
  I have reviewed the response submitted by the business in reference to complaint #********.  I logged into my account and see that ********************** has not adjusted my account.  Please see attached.  I am happy if they adjust my account balance to zero and will accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an oil delivery today and was charged ***** gal which is the ceiling price in my agreement. I called another local company, they are charging **** gal. I called Petro and was told they charge customers Operations costs on top of the oil price, that is the difference. It is not stated in my agreement that I paid for that I would be charged additional operations costs. The Supervisor (******) denied this even tho her employee had just stated this fact. If I want to get out of my agreement with this company it is $399 to cancel services. I am 2 months into the contract and do not feel I should pay $399 on the 12 month contract considering they were not transparent regarding the operational costs added to my price. I asked for a partial waive of that cancelation fee which they denied. The supervisor told me that oil went up today and it just happens to be the same day they chose to deliver. Petro is taking advantage of customers and I want out without paying an additional $399 to do so.

  

  Business Response

  Date: 02/15/2024

  We are in receipt of this complaint.   We have spoke to the client and explained the pricing concern.

  The cost to protect gallons for our customers also increased significantly.  Petro Home Services is a full service automatic delivery company that offers customers many services which add to the cost of doing business, i.e. credit extended to customers (not COD), 24-hr customer service support (our employees, not an answering service), 24-hr technical support whether a customer has a service plan or not, budget payment plans, guaranteed fuel supply, etc.  And,like many other companies and industries, operating costs the past year have increased more than normal.  Some factors influencing increased costs are a tight labor market with wage escalation,supply chain issues, a significant increase in vehicle fuel costs, increased bank charges and credit card fees, an increase in bad debt and more.

  Petro values each and every customer and we understand the  concerns with regard to rising costs.  All in the industry are hoping for lower costs and ample supply of fuel so our customers can be provided some relief in these times of inflation.

  We hope this complaint resolved.

   
  

• Initial Complaint

  Date:12/26/2023

  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.

  A technician from H31**3836353238****37H came for a repair in our boiler on Nov 29, 2023. He spent almost 3 hours, did not tell us what was wrong, said he needed to bring a replacement for the motor and then fixed it without sharing much information with us. When he left I asked him about the repair. He said they will send it with the invoice.Two days later I received a no-reply email with a number (photo attached) for a bill # **-4370954 with no explanation whatsoever. I called the number *************** times on Dec 1, 11, 18, 20 and spoke with four different customer service reps and one supervisor on Dec 20 by the name of *****. I asked for a break-down of the bill and every time I was promised that one will be forthcoming within the next 24 hours. Nothing thus far.I suspect that they cannot justify their invoice and they are therefore stonewalling. $2500 is a huge amount to pay without any details, especially that H31**3836353238****37H itself is the company that sold us the boiler 9 years ago and it is the same company that replaced the motor two years ago.I am asking for the company to provide an explanation and a break-down on the bill before I pay it for I need to know why I am paying this much for one repair.

  

  Business Response

  Date: 01/02/2024

  Hello

  We are in receipt of this complaint and have sent the information the client has requested.  We also  left a message for the client  to be sure he is satisfied.

   

   

   

  Customer Answer

  Date: 01/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 01/08/2024

  Hello

  We have been in touch with the client and resolved the issue

   

• Initial Complaint

  Date:10/26/2023

  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.

  on August 15 I spoke with ******* at Petro credit department, as I have a balance close to 2k at this point in which i continued to make payments all along, I came into tough times and could not keep up. I advised I did file for bankruptcy and ******* got very threatening with me and advised me that if i filed he would have to cancel me as a customer, at the time I did not know who else to go to for oil as my landlord said we were under contract with Petro. So I said i would make small payments on it, and they said I can pre pay 100 gallons of oil when i needed it. Fast forward until today and the rep said I had to pay 150 gallons not 100 which is not what ******* told me. I then spoke to ******* and he said he talked to the lawyers in august and they said they had to include in the bankruptcy that they can't have me as a customer anymore. which is wrong, it's retaliation for struggling? anyways fine, I found another company this morning and bought oil. so 2 months had gone by, they continued to tell me i had to make payments, I even got a call from someone the other day, she left a v/m about oil, so If i was shut off as a customer why would they allow me to continue to pay and why charge me interest and why is there still a balance. I was forced to pay in fear of getting removed as a customer and since my bankruptcy i have paid $310.00 that they are telling me they will not refund me. I spoke with ***************************** this afternoon. She said ******* just today forwarded my info the lawyers and is not sure if he did it in August. I want the balance cleared due to my bankruptcy and i want to be refunded $310.00. but this company is just awful, treating people like they are garbage. I was a customer for 20 years and always paid on time, and one year i fall into tough times they treat me like this. It's against the law to collect on a debt for someone who filed for bankruptcy. I will attach the screen shot of the v/m message and a copy of my bankruptcy filing. Thank you!

  

  Business Response

  Date: 11/02/2023

  We are in receipt of this complaint  and working with the client to resolve

  Customer Answer

  Date: 11/02/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Petro has made no efforts to discuss with me since I called last week. I asked for a refund in the amount of $310 for money they bullied me into paying AFTER I filed for bankruptcy. I provided bankruptcy details orig in August and thats when they said If I included balance in with the bankruptcy I would be cut off as a customer. They said if I made monthly payments I can pre pay for my oil. That was a lie. ******** told me last week that after we talked in August he talked to the lawyers and they said it had to be included yet Petro kept collecting on it, calling me and expecting me to pay with no intentions of ever letting me pre pay for oil. I want them to leave me alone and refund the $310.00 to me asap.  I will have to report to the courts if I do not have a check in hand by November 18, 2023. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 12/05/2023

  Hello

  This client has been referred to our  Attorneys  for assistance.

  Customer Answer

  Date: 12/05/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I received call today, I got attorneys information but was told they will contact me so Ill give it a few days. But this issue will not be resolved until I have a check in hand for $310.00 and my balance is wiped out due to bankruptcy. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:09/19/2023

  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.

  Switched my propane provider to Petro and they put a charge on my account for $1778.05 to move my propane tank to a different location on the property. I did not agree to this charge.

  

  Business Response

  Date: 09/19/2023

  We are in receipt of this complaint.  Client was sent estimate to relocate the tank due to fire codes. The client accepted work and had trench dig for us to install underground lines and it was scheduled and inspected.

  Customer Answer

  Date: 09/19/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  ******************************* has been exceptionally difficult through this entire process. Was not told there was a charge for them to relocate the tank to another location on the property nor was I given any cost estimates. The tank they supplied was coated with marketing stickers. I have not been happy with my Petro experience and have yet to receive phone calls from management on this issue.

  Regards,

  ****

   

   

• Initial Complaint

  Date:08/18/2023

  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.

  I signed out q contract with Petro and we set up a high price limit. The problem is this company only charges the high ceiling price not matter what the actual price goes for. When I called the company they say to look at the price on the MA government site and it say over there the oil price in the High percentile is $4.12 and they are charging $5.25. Not even they what they tell you to look as a guide is reflecting what they are charging you. I want Petro to disclose that the ceiling price is not a ceiling price but what they will charge for oil for the contract year that way is clear and not confusing. If provide a form when it clearly states how much is the oil for the day.

  

  Business Response

  Date: 08/21/2023

  This is resolved - spoke to client and explained the program. Client satisfied

• Initial Complaint

  Date:03/14/2023

  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.

  Last year upon being contacted by Petro to negotiate terms of a potential contract I was specifically told that if I entered into a contract I would pay the lesser amount of the agreed upon ceiling rate or the market rate at the time of an oil delivery. What I expected was that the market rate Petro referred to was the actual market rate that a willing buyer pays to a willing seller at the time of a delivery. It was not until oil prices decreased but I was still being charged the ceiling price rather than the market price that I noticed Petro's advertised market rate is not in fact the market rate but significantly higher once they induced me into the contract. As a result, the contract is voidable due to their fraudulent inducement and they should refund me the overage they have been charging above the factual market rate they deceptively advertised. It appears they have overcharged me at least $1000 for this year's oil so far.

  Customer Answer

  Date: 03/13/2023

  ******************************* 3rd Floor

  *******, ************* 01960

  Customer Answer

  Date: 03/24/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 09/13/2023

  This complaint was also filed with the Attorney General and we responded to the Attorney General on March, 8, 2023.

• Initial Complaint

  Date:03/12/2023

  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.

  This company loves to price ***** its customers . In the contract it states that my ceiling price **** but the problem is they always charge the ceiling price . Currently prices are about a dollar less but they continue to charge the ceiling price . To top it off they try to trap you into the contract with a 399 cancelation fee if you try to leave . Dont fall for this scam and avoid this company . You are better off not being in contract so you can at least shop for the best price .

  

  Business Response

  Date: 03/13/2023

  We are in receipt regarding  the client concern.

  As  explained  protected price plans are set daily, based on wholesale and hedging costs, and other market factors.  In order to secure a customers ceiling price, we have to purchase hedging protection on the day of a customers agreement to a protected price agreement. 

  Petro Home Services is a full service automatic delivery company that offers customers many services which add to the cost of doing business, i.e.credit extended to customers (not COD), 24-hr customer service support (our employees, not an answering service),24-hr technical support whether a customer has a service plan or not, budget payment plans, guaranteed fuel supply, etc. And, like many other companies and industries, operating  costs the past year have increased more than normal. 

  Petro values each and every customer and we understand  concerns with regard to rising costs.  All in the industry are hoping for lower costs and ample supply of fuel so our customers can be provided some relief in these times of inflation.  

  Customer Answer

  Date: 03/13/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Abdlillah