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:02/20/2025

  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.

  I sold my house in Maryland in December that my sister was renting. My sister was paying for the oil and given authorization to correspond with Petro regarding the account. There is a credit on the account for $1171.00 that was to be refunded to us. The closing documents were emailed over after speaking with Kayla in customer service. Since this, there have been 6 verbal conversations with 4 customer service reps regarding this refund and nothing accomplished. On 1/22 Natalie looked into the issue after I had been told multiple times previously that the check had been mailed. As suspected it was not. She apologized for the delay and assured me after checking into it that it would be sent Fedex and I should expect it to arrive by that Friday or following Monday. The check never arrived. When I called again on 2/14 I was told they do not send out checks by Fedex and the check had been mailed on 1/28. Here we are 2/20 and still no refund check. I have USPS informed delivery and there has not been a check that was due for delivery. This is unacceptable and unprofessional for a company who received funds for a service in advance to not return the money due back to us after we followed their instructions. We have been patient for 2.5 months. We would appreciate any assistance in resolving this issue.

  Business Response

  Date: 02/24/2025

  Customer states their refund check dated January 29th was not received.  We found the check was not cashed and not returned to us, possibly lost in the mail.  A new check was issued February 21st and sent to customer via Federal Express.  Customer was called to advise and the tracking number was also emailed.

  Customer Answer

  Date: 02/24/2025

  We received our refund check today 2/24 via Fedex. We are satisfied with this outcome and wish to close our complaint.  Thank you

• Initial Complaint

  Date:02/05/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We use Petro Propane (Essex Md). Up to this event, we were auto-refill and auto pay. Since removed auto pay. On 2/19 the NoVA area was expecting a winter storm. Called Petro prior to this storm to make sure we would have propane as Petro have allowed us to run out of for the past two years. We were told delivery would be on 1/20 per schedule. PM of 1/19; post storm, we shoveled our very long driveway to avoid delivery hinderance. AM of 1/20 we paid a service to plow and salt. 1/20 came, no propane. Called Petro and were told they were "unable to access driveway". Ok, I will give this to them, we live at the end of a dirt road, but we were told we would have propane by 1/22/25. Wed. comes and goes, no propane, driveway and road 100% clear (with pictures to prove which I emailed as requested with no response), and they again tell us the driveway is "inaccessible" with no cares of outside temps and no answers to what happens if pipes burst etc. We had no issues (pictures to prove) driving to Home Depot to buy heaters. Either Thursday or Friday, received email from Petro that they would be there on 1/24/25 to deliver. No-show on Friday, "unable to access driveway". Road has been clear for 4 days and driveway for 5 days, so clearly no one is coming out to verify. Petro stated we would have propane on Monday. Finally, received a "drift" of 8 gallons on Sunday, 1/26th, so at this point we are no propane for 5 days. That gentleman was very nice and noted in his discharge notes that our road was 100% clear. Called Monday to verify time of delivery and was told that we were not on the schedule, but would 100% receive by Tuesday, which we finally did. We have kids, elderly, and a cancer patient in our house. This was all known to Petro. This could have ended VERY badly, and I would like the BBB to know of their lack of care, worry, really anything related to heat during this record low. We are starting the dispute process for billing, but TBD what that result will be.

  Business Response

  Date: 02/12/2025

  We sincerely regret the frustration and inconvenience our customer experienced.  We have reviewed account information as well as information provided by our customer and addressed matters internally.  While there were a number of contributing factors delaying a timely delivery, not meeting our customer expectations is not acceptable to us and we will strive to ensure there is no repeat occurrence.  We are pleased to advise this matter has been amicably resolved to our customer’s satisfaction and look forward to the opportunity they have afforded us to continue providing for their heating requirements. 

• Initial Complaint

  Date:01/21/2025

  Type:Customer Service 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.

  We moved away from Baltimore in 2024 and sold our house in December. We have terminated our contract with Petro. Petro owe us around $3000. They claimed they mailed a checked to us but we never received it. We subscribe to US postal notification and knew for a fact that no check ever came. Then a supervisor stated they will FedEx the check to us and that never came too. We want our refund ASAP. Please help. This is dishonest business practice. We never owe them a single payment in our 12 years+ as their customer.

  Business Response

  Date: 01/22/2025

  As promised, customer’s refund check was processed/mailed 12/09/2024.  Due to customer not receiving the check, we contacted our bank on 01/20/2025 and placed a stop payment on the December check.  A new check was issued and sent to customer via Federal Express.

  Customer Answer

  Date: 01/24/2025

  Hello, we received the check via FedEx today. We would like to accept the resolution and close this case. Thank you. 

• Initial Complaint

  Date:11/14/2024

  Type:Customer Service 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 furnace was serviced in the spring by Petro. When it was turned on this fall, it blew soot into the basement. Petro came out Nov. 1 to service. The technician stated that a fitting on the fuel injector was overtightened and cracked by the previous technician, causing fuel to combust inappropriately. He stated that the heat exchanger had too much soot in it and the furnace could not be run safely. He stated that they would obtain parts and repair at no charge, as their technician had caused the problem. Nov. 5 I received a call from the sales department stating that the furnace could not be repaired and to schedule for an estimate. I left messages for service on Nov. 5 and 6. Nov. 8 Petro scheduled repair for Nov 12. Nov. 12 the service manager called to say the part did not come in and the were investigating. Nov. 14 I left a message requesting an update, was told it would be 24 to 48 hours for a response.

  Business Response

  Date: 11/25/2024

  We are pleased to advise this matter has been resolved to customer’s satisfaction.

  Customer Answer

  Date: 11/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:08/09/2024

  Type:Customer Service 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 a service contract with Petro where they deliver oil fuel to fuel the boiler in my house and service my boiler during the year. They came and filled my tank, and said the connection (at the base of my home) was leaking and they would send a tech out to fix. Tech came out said "I replaced this piece on your fill, we will let you know if it's fixed." I was like okay that sounds good. They were also talking about how if the piece they replaced didn't fix it that I would probably have to dig up my patio to replace because if it's still leaking the leak would be below ground. So I'm pretty concerned at this point, I could be looking at a major project. NEVER heard from anyone until I got another bill for more oil that they filled (I'm on automatic deliveries) I called them up and asked them about the leak, and they acted like I had no idea what I was talking about. Their tech is the one who told me that they were going to keep me informed about a leak of hazardous chemicals leaking around the base of my home and I have 3 dogs. I don't appreciate them telling me they would let me know and then didn't. Especially because I called in and they acted like they had no idea what I was talking about. They schedule to send someone out to verify it's not leaking, I pick a time that I would be home from work, then I get a call while I'm at work and that they're going to be at my house in 15 mins, I was at work! So they continue to not do what they say they're going to do. I speak to the service advisor Dominique, he says he's only one department and check on some things with another department and that he would call me back. I left 4 voicemails, no call back. I finally got ahold of him by calling him again. He then CC's me on an email to the person he was suppose to be checking on a discount for all this inconvenience, 3 business days have now gone by and I have yet to hear from anyone again! And now they're charging me late fees when the issue has not been resolved.

  Business Response

  Date: 08/15/2024

  We are pleased to advise this matter has been amicably resolved with customer.  

  Customer Answer

  Date: 08/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/16/2024

  Type:Customer Service 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.

  April 24, 2024 we returned to our home to find a fuel oil leak. We called our fuel company, Petro (formerly Carroll Fuel)to assist with the leak. Petro sent out a technician who told us that the fuel filter leaked. We lost an unknown number of gallons of fuel oil all over the laundry room and pantry floor. Petro maintains our furnace and were the ones who installed the faulty fuel filter. When we called Petro to accept responsibility for the leak, they claimed that it was the wrong filter and it wasn't their fault. They were the ones who installed THAT filter. We want to file a claim against Petro for the thousands of dollars spent in clean up and remediation of out fuel oil disaster that was their fault. We have attempted to make contact with them and now are trying to get their insurance company's name so that we can file a claim. They are refusing to provide us with this information. We are left living in a toxic waste dump and the company responsible for causing it is ducking all responsibility.

  Business Response

  Date: 05/20/2024

  This matter has been referred to our insurance adjustor who will contact the customer.

  Customer Answer

  Date: 05/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: Having an Insurance Adjuster come at this point is too late. I have already removed the furnace and oil tank. I had asked Petro to do this, but they gave me an estimate for about $3,000, which turns out to be twice what the market requires. The remediation will start on Tuesday with the laundry room slab floor getting demolished and contaminated soil being removed. I have already been told by Petro management that their insurance company will deny any claim because of "equipment failure". This failure was caused due to a faulty piece of equipment installed and maintained by their company. 
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 05/21/2024

  After reviewing customer’s complaint, it has been determined there is no liability on the part of the company for this incident.

  Customer Answer

  Date: 05/21/2024

  
  Complaint: ********
  
  I am rejecting this response because: Petro installed the faulty fuel filter which caused the environmental disaster. They are completely responsible as it was their job to maintain their equipment.  If i sell you a faulty filter and it causes severe damage, how could i possibly refuse responsibly for the damage? 
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 05/22/2024

  We changed the filter cartridge in July 2023, with the existing canister.  The filter canister leaked from normal wear and tear; nothing the company did either caused or contributed to its failure nor was it foreseeable as the canister deteriorates from the inside out.  

  Customer Answer

  Date: 05/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  You put yhe wrong canister on! One of your Service Tech's told me that I should have the red and white one vs the blue and white one that was on there. Who put the wrong filter on? Petro (you).

  You say that the filter broke from normal use in less than a season? You are saying the faulty filter you installed lasts less than a year? This unit was under your care and you installed the wrong filter and now it seems you are saying you should've replaced it sooner?  You are liable for the spill and environmental cleanup. 
  Sincerely,
  
  ********* *******

  Business Response

  Date: 05/28/2024

  At the time of our last service call (July 2023), our technician changed the filter.  This matter was referred to our insurance company for review.  It has been determined the filter ‘canister’ leaked from normal wear and tear; nothing the company did either caused or contributed to its failure nor was it foreseeable.  We have replied to customer’s complaint multiple times.  Unfortunately, we see no amicable resolution and have no further comment on the matter. 

• Initial Complaint

  Date:01/31/2024

  Type:Customer Service 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.

  Our family has been a Petro Home Services formerly (Carroll) customer since 1997 for home heating oil. My mother passed away in September 2023 at 99 years old. The service was in her name and under a service contract thru Jan 31, 2024. After receiving a delivery on Jan. 5th 2024 I called and objected to the high price of fuel and impending renewal and increase of service plan on Feb 1st. I stated a desire to not renew in February. I was asked if I wanted a refund for January and I stated no as I would find another service provider by the end of January since contract expires then. They agreed and said no service after Feb 1. Saturday January 20th furnace (boiler motor) wouldn't come on. I called Petro to schedule a technician. They told me the account was closed and they couldn’t send any one. I escalated the call informing them I as told I have service until Jan 31st. A technician was sent and determined that the primary control was bad and he replaced it fixing the issue. I was emailed an invoice with price of part and diagnostic fee totaling $626.95. That part is included in the service plan. I would have got another service plan January 5th if I knew they wouldn’t honor the contract. I figured out the issue before their tech did and he used some of my test equipment a DVM since I have over 40 years experience in electronics service. I haven;t paid any money but I don't want a charge on my Mother's account.

  Business Response

  Date: 01/31/2024

  Please be advised this matter has been addressed and we have left a message advising a full credit was placed on the account leaving a $0.00 balance.

  Business Response

  Date: 01/31/2024

  GOOD AFTERNOON, THE ADJUSTMENT HAS BEEN CREDITED OFF OF HIS ACCOUNT AT THIS TIME. THAT WAS PROMISED TO HIM BY THE RETENTION REP HE SPOKE WITH. 

• Initial Complaint

  Date:06/05/2023

  Type:Customer Service 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.

  Carroll fueled our home without an open ticket, never contacted us about their mistake and are now trying to make us pay for their mistaken delivery. Our house is a duplex and Carroll was supposed to fill our neighbors but instead filled our side of the duplex. I had to contact Carroll and explain what happened only to find the rep who did the accidental delivery never told Carroll. I want this tank of oil to be covered entirely by Carroll due to their lack of communication, and the mistake on their part.

  Business Response

  Date: 06/09/2023

  Customer accepted the discount on the fuel and the customer is satisfied.

• Initial Complaint

  Date:04/12/2023

  Type:Customer Service 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.

  Account # ********** I began business with Petro Home Services on 03/07/2019. On 03/20/2023 I received my Payment Settlement Summary statement for the year 2022 in the amount of $983.38. The due date was 04/04/2023 and the payment was received and paid in full as agreed. While I was reviewing my options of companies to do business with this coming season, Petro 03/29/2023 delivered 182 gals of oil. I was surprised because the settlement statement for the season had already been received by me. I immediately called Petro to remove the oil. They also had just done a series of deliveries so I didn't need oil; 12/23/2023, 201.3 gals for $1239.81; 02/23/2023, 141.2 gals for $796.23, and now on 03/29/2023, 182 gals for $ 971.70. This delivery would be Obligating me to Petro, out of contract, while also interfering with my ability to have a choice of companies for next season if I chose to leave or negotiate a better rate. When I spoke to customer service, she informed me that she could not reach the driver. When I asked her to try again she said he stated that he could not return without authorization. When I finally got a supervisor, he told me that the delivery was on me and insisted that my best solution was to row it over to the next season and he could work out a payment arrangement. When I would not agree he then told me it would cost me $99 to return the truck and $ 1 for every gal. (182 gals) of oil pumped out and that unless I agreed to those terms he was not sending anyone out. I argued that the amount was unfair. He repeated that unless I agreed, there was nothing for him to do. I did not want to be forced to keep something that I should not have received in the first place so I told him to remove the oil. He said good and he will make arrangements for the pickup. I have been waiting for two weeks but have basically been ignored. I called a supervisor on 4/10/23. He said he had shut down his computer but would call me back in the morning but he did not. The treatment that I received from Petro Oil is unacceptable.

  Business Response

  Date: 04/18/2023

  GOOD AFTERNOON, 

                                 I SEE THAT WE HAVE TRIED NUMBEROUS TIMES TO REACH YOU AND HAVE HAD NO CHANCE OF REACHING YOU. PLEASE CONTACT US BACK TO REACH YOU. 

• Initial Complaint

  Date:02/14/2023

  Type:Customer Service 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 November 30, 2022, I notified Carroll Home Services my furnace was not working and was requesting a service call for the next morning. The repair technician arrived and requested that I come to the basement. The technician proceeded to knock on my oil tank and stated," Your tank is empty." I informed him that the tank was indeed full, showing him my Carroll account that stated it had been filled on 9/28/22 with 4 gallons of oil. I proceeded to show the technician the flow valve on top of the tank that it was indeed full of oil. He then stated he was going to add 10 gallons. The technician did temporarily fix the furnace issue. However, the next day I was at work and received a call from my dog walker who proceeded to tell me that a Carroll employee came to the front door and stated," I filled the tank, but it was already full, and it came out of the grate." I asked my dog walker to go outside to see if any oil was on the ground. He stated," the ground is saturated with oil." I immediately called Carroll home services and asked to speak to a manager. After several attempts by the women that I spoke with to reach a manager she told me that someone would get back to me by 5PM. Still not receiving a call back I called again at 5:30 still to no avail at reaching a manager. The women on the phone stated she would message Kurt M******** and he would contact me within 48 hrs to resolve the issue. As I entered my house that evening after work an intense smell of fuel oil hit me in the face. I went down into my basement where the oil tank is located only to find several inches of oil all over my basement floor and outside of tank. I called again on 12/5, was able to speak to Richard H******* a delivery manager who along with Kurt M******** came out to my house the following morning. Mr. H******* stated he would remove the oil delivery charge due to not getting any oil. Several text back and forth with Mr.H*******, charge has still not been removed from my account.

  Business Response

  Date: 02/17/2023

  We apologize for the delay in addressing customer’s account. The account has been adjusted for both the fuel delivered and late fee.  

  Customer Answer

  Date: 02/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******