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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have had two oil deliveries since November 4th 2022. I receive fuel assistance and have been calling Petro for over a month because they have yet to send the bills to fuel assistance to be paid. Each time Ive call I am told not to worry it will be paid, today I was told I would receive a call back from management and they never called. There is now a no delivery hold on my account. There has been nearly 60 days of non payment on this account, which is linked to my social and could potential affect my credit. The customer service is atrocious, when I paid out of pocket my check was cashed the following day but now on fuel assistance theyve let my account become delinquent and is no on a no delivery hold.
Business response
12/27/2022
Followed up with client and explained that we have submitted Nov delivery to Fuel Assistance and we have not received payment. Fuel assistance takes a little while in making payment and this will not affect her credit.
We understand the Fuel Assistance program and hope this is resolved.
Initial Complaint
11/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My daughter's furnace is broken, I called my Petro oil company my oil delivery and service company on 11/15 and was told a service man would be out between 4p and 7p. No one showed up. I have cosigned the oil contract with *****************. I called they said they are behind and can't get anyone out until 1a. My daughter lives in a small mobile home and the furnace is right by my granddaughter's bedroom. I asked if we could do the next morning. I was given 9a to 12n for Wednesday, no one showed again. I called at 4p and was told someone would be there by 7p. No one showed again, when I called they said that their service man was here at 6:30p and no one was home that is a lie. I was there dropping my granddaughter off as her father couldn't leave as he was waiting for the srevice man and my daughter was at work. They called my daughter's phone at 6:30p she was at work and couldn't answer, so they never showed up. They refused to.send the service man back and gave 9a to 12n for service on Thursday. It is now 11:30a on Thursday and no one has come and we are on our 3rd day with no heat and c 2 children in the house. Please help it is going to be 20degrees tonight.Business response
11/21/2022
Hello
We have tried to reach this client and we were unsuccessful through phone and email.
We have sent an apology letter to the home for her to reach out.
Initial Complaint
04/01/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On Monday March 28,2022 at approximately 9:30 a.m. I verbally requested and authorized over the phone with **************** an oil delivery of #2 heating oil in the amount of 150 gallons (the minimum for delivery). **************** calls are recorded and this information can be verified. On Tuesday March 29, 2022, ***** gallons of #2 heating oil was delivered (Reference # ******). This extra **** gallons was not authorized by me. Therefore the overcharge amounted to $388.95 (**** gallons X $6.049/gallon). On Thursday March 31, 2022 Petro contacted me and offered a $100 credit to my account. I did not accept this. Later that night I rejected this offer in writing to **************** and officially began the dispute process for the amount of $388.95 until we get this resolved. ACCOUNT NUMBER: ********** *********************Business response
04/04/2022
Hello
We have contacted ************** and resolved the complaint. We hope Mr. *********** is satisfied
Customer response
04/05/2022
[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
11/11/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I contracted with Petro to have my oil tank replaced.I chose a **** double-wall oil tank to be installed, based on the manufacturer's excellent warranty and insurance against leaks.These tanks cost about $700 more than a conventional tank.Petro sub-contracted the installation to an unqualified contractor, which voided the warranty. I now have no warranty at all for the tank.I had no idea Petro would do this. After I discovered the problem because the installers did not provide documentation, I checked against the manufacturer's website. There are multiple companies in this area which are qualified; in fact I had gotten quotes from them that were exactly the same as what Petro charged. I went with Petro because they had been my oil company for years and were an established business.I have contacted the manufacturer to check on this, speaking with both customer service and technical support. They suggested it might be possible to rectify the situation.It should be possible to have a certified installer to inspect the installation.I contacted Petro multiple times, and in writing online but they have failed to follow through. The installation occurred on 10/14, and my written notification after several phone calls was 10/25.Business response
11/17/2021
We are reaching out to the customer with the warranty information. The situation has been resolved
We apologized for the inconvenience
Customer response
11/23/2021
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
I have not received any documentation from the manufacturer, ****, as to the status of my warranty. The attachment shows that the reinstatement of my warranty is not guaranteed at this point.
The main selling point of the **** tanks is that warranty; I do not want to have to spend another $3,500 or more a few years from now if the tank needs to be replaced.
Regards,********
Business response
11/29/2021
We have reached out the **** tank company and waiting for the warranty information. As soon as we receive it we will make sure it is passed along to this client.Customer response
12/01/2021
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.
FAQThe issue will only be resolved when I receive official documentation from **** that my warranty is in effect. I believe I've made this clear here and in other communication with Petro.
I am puzzled by the continued use of the term "information" by Petro. Perhaps it is simply the result of their internal communications with whomever is responding here, but I am not asking for information, I am asking that Petro fix the problem they caused.
I am not willing to be responsible for the cost of replacing the tank or cleaning up leaks at some point in the future; as I've said multiple times, the point of buying the **** tank was to have their warranty.
Regards,********
Business response
03/17/2022
We apologize for the experience you have had with the replacing of your oil tank and warranty. We hope you will reconsider doing business with us in the future.Initial Complaint
10/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I opened acct 30-5834983 with Petro in 2019, for apt rental. I paid all bills on time. I called Petro in May 2021 letting them know I was canceling my acct, effective June 2021, as I signed a lease and was moving. They assured me they had my info. and would not be making any further deliveries to my apt. building until Sept 2021. They then proceeded to deliver a full tank of oil to the residence I no longer resided at on July 7, 2021. My old landlord contacted me on that day telling me they made a delivery to my old tank without her authorization. I called Petro that day, and told them I had canceled my acct, and I will not be held responsible. They said they would take care of it. For the past 4 months they have been sending me a **** for $775.70. I have called Petro numerous times, and get a different story each time. They sent this **** to collections, and it is effecting my credit score. They record each call, I have asked them to review the calls. Please help. Thanks!Business response
10/21/2021
Hello,
We have been in contact with this customer and resolve the issue.
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Contact Information
Customer Complaints Summary
16 total complaints in the last 3 years.
6 complaints closed in the last 12 months.