ComplaintsforRymes Heating Oils, Inc.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have had nothing but issues from the start with Rymes. We purchased this home in August 2023 and the previous sellers were using this company so we kept the service to see how it would go. Our realtor called Rymes and let them know that the remaining propane in the tank would be taken care of at closing (which is not at all unusual). On 9/6/23 I received a bill from them for the oil in the tanks from closing despite the fact that it was communicated to them it was being taken care of internally. It took over 2 months and multiple calls to get anyone that would actually assist me with the issue. I kept being brushed off by customer service and being told there was a request in but it doesn't happen over night etc. We decided to give them a chance to make it right and keep them for the time being, and had 5 more deliveries. **** on 5/9/24 our tank was filled and the billing rate went from $2.99/gal to $5.09/gal with no warning or communication from Rymes. I called them and spoke with someone in customer service, she did the best she could to try to assist in the situation but was ultimately going to management for answers. I was told that the first year rate ended, which it was not a full year since we agreed to the new rate prior to move in and our date of take over was in August of 2023. I was also told all contracts end on 4/30 and I should have received communication, which I did not and confirmed with the ** rep. **** it was back tracked and we were told actually there is no communication sent for the first year rate ending. So we were just out of luck but we could resign a new contract for $3.59/gal for a year. I was already receiving lower quotes for the amount of propane we use from other companies and decided to let them know to pick up the tanks. I was told there would be a fee for that. I asked for that to be waived and have called twice to speak with a manager since there are more issues post all of this and have yet to receive a call or resolution.

  Business response

  06/10/2024

  Sorry for the poor communication on our part, we will not be charging a pickup fee to retrieve our tank which will be done ASAP.

  Customer response

  06/10/2024

   
  Complaint: 21805057
  
  I do not accept the business's response as a resolution to my complaint because: The tanks were already picked up. I called in 6/3 to Rymes and spoke with someone in the customer service department who said a refund of about $37 was sent to the billing department and that my charges still included the the tank removal fee. I have asked for a manager to call me twice now and filed this complaint with no call from a manager. I have further issues regarding details which did not fit in the complaint that need to be addressed. If I'm only receiving a refund of about $37 and the if the tank fee is removed then there's a lot of propane that's not accounted for that was not used and that usage will need to be discussed. 
  
  Sincerely,
  
  *****************************

  Business response

  06/12/2024

  I will have the manager reach out to you. 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Rymes responded to my request to service our home furnace due to excessive water pressure and relief valve water discharge and made 4 service calls in October, 2023. Replaced three components (expansion tank, relief valve, hyvent) after diagnosis (visit 1) and return with parts (visit 2). Problem and water discharge unchanged. Returned and replaced water feed valve (visit 3). Problem unchanged. Returned and told me they couldn't do anything to repair the problem and I subsequently hired an outside company who resolved the problem by replaced the water heater (which operates off the furnace). I paid a $600+ bill for the first two visits. Now being billed for $429+ for the last two, which appears to include items already paid for. I also am questioning paying $169.00 for a visit which consisted of telling me they wouldn't be able to repair the problem (maybe a phone call would have been appropriate?). I have called several times, emailed, written to the service manager (Ossipee, N.H.) and company supervisor (Concord), and written to the dispute address for Superior Propane (parent company Boston). No response from any of these attempts to resolve the billing. Very frustrated by this total lack of response to my requests to resolve the billing.

  Business response

  02/05/2024

  I am not seeing any further requests for service since our last visit but that could be an issue on our end. To me it sounds like the coil heater in the water heater had a hole in it which will allow domestic water to enter into your home heating system water which causes the system to become over pressurized and come out the pressure relief valve. This is a rare situation that almost always takes a few visits to catch. If you could provide statements to the nature of why the service company replaced the water heater and proof it was replaced then we will gladly credit back the last service call we performed.

   

  Business response

  02/12/2024

  Please call us at 603-228-2224 and ask to speak with ****** ******* to get this resolved instead of messaging through this platform. I want nothing more than to get this corrected and be done with.

   

   

  Customer response

  02/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******49, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  11/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Rymes has been horrendous to deal with so far, we called them numerous times and from March 2022 until October 2023 our tank remained empty. We finally got them to fill it on October 16th, 2023 and set our refills to automatic. Our tank is currently at 11% based off of the approximate read. We cannot request a refill online because our refills are supposed to be automatic. My husband called and requested a refill via phone and we were told they would come refill the tank ASAP and we wouldn't have to request again as our refills are on automatic. Well it has been a week, no refill and our tank is getting dangerously low. It is cold out and I would really rather not be charged another "filling from empty" fee if Rymes allows us to run out of propane in the winter yet again. If we didn't have a backup heat source our pipes would have frozen last year.

  Business response

  11/29/2023

  Account was originally set up as "will call" per customer request. 11/9 we were contacted by the customer who then requested to be set up on automatic delivery in which we did so. 11/16 customer contacted us with tank level and requesting a delivery soon, the delivery was not made until 11/27 which is a little longer than we wanted it to be. We will do our best with projections and delivery efficiency moving forward in hopes we don't cause the customer worry again.

  Customer response

  11/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me, though the account was set up as “will call” under the previous tenant. We still have no explanation for why it took from March of 2023(the time we moved in and requested a fill) to October of 2023 to get our tank that was empty filled. Not sure if that will ever be acknowledged or resolved by this business. 
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  11/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  The equipment on my propane tank failed. I am without hot water or heat. I have to pay for the balance in order for them to find out what is wrong with their equipment. Rymes has an obligation to stand behind their product and equipment they supply to their customers. Why am I paying to find out what is broken with their equipment? Why do I go without heat or hot water while we figure this out?

  Business response

  11/08/2023

  I spoke to ***** today and explained what he already knew that he owed for his last delivery due to his credit card failing. We charge cod accounts after the delivery in this case. This has nothing to do with a monitor on the tank that digitally is reading incorrectly. Once paid I told him we would delivery same day with no extra fees due to the run out which normally would be a leak test fee and potentially an off route fee. He paid a couple hours later and we have a delivery out for him to be completed today. HIS problem has been resolved so this complaint being presented is premature at best.  

  Customer response

  11/08/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: I called a week prior to make a payment to prevent running out of propane. I was advised that I had 59% and didn’t need to make a payment at that time in order to schedule a delivery. I then paid other obligations I had early with the intention to pay rymes propane and oil on Friday 11/10. I explained that had the equipment not malfunctioned that this never would had been an issue. ***** the manager agreed the equipment was faulty and in order to resolve my issue to find out what’s wrong with my tank I would have to pay from them to run a diagnostic that rymes is responsible for. If I did not agree to pay that I would go without heat until I was able to. I had to call my mother to borrow money to pay them so my “premature problem” was resolved. Rymes was well aware of my situation and in fact had a truck in the neighborhood but once my payment was made which took about 15 attempts to complete were they able to put a ticket in for a delivery to come at 430 in the afternoon costing me 2 transactions at work totaling 600 dollars. When I called in and rymes realized there was an issue with their equipment the correct course of action is to send someone to the residence. 1) for safety because their product is gas and malfunctioning. 2) insurance if the equipment is malfunctioning and cost personal or property damage due to the malfunction. Rymes propane and heating oil should be held responsible and recover any and all restitutions caused by the incident. Not look for excuses for poor customer service. I would like all of the calls reviewed by **** *** and contacted only by **** *** moving forward because this matter stems from another incident that took place back in February of 2023. ****** a senior SCSR is also involve and makes me feel extremely uncomfortable. I am contacting the better business bureau because Rymes Propane and heating oil will answer to both incidents and will will listen to all recording together. [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.]
  
  Sincerely,
  
  ***** *****

  Business response

  11/09/2023

  This statement is so entirely factually incorrect that this space does not have enough room for me to reply. Please feel free to contact me via the same avenue you have before.

  Customer response

  11/09/2023

  
  Complaint: 2*******
  
  I do not accept the business's response as a resolution to my complaint because: That is not an acceptable response and would like to know what the business plans to do to make this right? I would also like to review the phone calls with Orin and a representative from the BBB. I believe at this point a 3rd party perspective is needed to keep the business honest.[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.]
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  10/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had a new hot water heater installed. A bill was provided at the time of service, which said that it should be paid immediately. We sent in a check for payment in full. The check was cashed, and our credit card, which had been provided to pay for oil deliveries, was charged for the same amount, an extra $3295. When I discovered the issue, I called the next day and asked that they immediately refund my bank account for the double charge. I was told that it would take four weeks to receive a refund but that they could immediately credit my card with a refund. I chose that option, and three days later still have no refund to my credit card while my due date for payment of the card looms close by. I would like the amount immediately credited to my checking account, as my issue has still not be resolved and they misrepresented the speed at which my credit card would be credited.

  Business response

  11/07/2023

  ****** put in request for refund on 10/24- response from refund team- Unable to refund to card it had expired so check will be cut on 10/31 and will take 4-6 weeks to deliver  since coming from ****** Associates.
  
  Looks like they had double paid once with credit card on 9/26  since set up on autopay  and then they had mailed in a check which we received on 9/20.

  Customer response

  11/07/2023

   
  Complaint: 20******
  
  I do not accept the business's response as a resolution to my complaint because: Rymes has now had $3300 of our money that they are not entitled to for five weeks, and are telling us that it will take another 4-6 weeks to refund our money.  They told me that my credit card would be refunded immediately, and never followed up when the processing of the refund was not done. They also admitted that they had our check and should have processed it well in advance of the time the credit card was processed.  We would like our money back immediately, another 4-6 weeks is unacceptable.   
  Sincerely,
  
  **** ********

  Business response

  11/09/2023

  The original request was issued 10/24/2023 assign to credit card refund and reassign back to refunds because check would be needed
  Refund was sent to mgt for approval based on amount and then cut and mailed following week , this was handled and turned around quickly from the time refund request was submitted
  The check#461490 has not been returned nor cashed and mailed 11/02/2023 and should be arriving to customer soon.

• Initial Complaint

  10/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a text message saying i had 2 deliveries on 9/5/2023 of 59.3 gallons of propane then again on 9/11/2023 of 67.9 gallons of propane… received a paper statement for 9/5/2023 on 9/15/2023 worh zero balance as i had a credit of $250 on my account… never received an invoice for either fill… i have called 2 months straight to get this resolved and spoke with carrie initially started an “investigation” and many others now only to now get nohwere and no one to call me back and they refuse to take the bill of $350 off my bill… my tank only hold 96 gallons this is impossible to have this much delivered in 6 days. No one in my building received any propane deliveries but me since then. I cannot get a fuel delivery or now turn my heat on because of this error because i will run out of propane and I REFUSE to pay this error amount.

  Business response

  10/23/2023

  Response from the head of our customer service department I received today is below,

   

  Looks like customer called a few times looking for a resolution with the most recent one being 10/13. Lindsey took the call and since the customer had called a few times transferred the call to me.  Jennifer was very understanding and looking for a resolution as to why she was charged 2 deliveries on 9/5 59.3  gls  $238.90  and 9/11 67.9gls $271.57 . Tank is only a 120.  Cargas was down and she told me to review and just get back to her by Monday or Tuesday at the latest since near end of day.
  
  After reviewing acct  tank is monitored which showed the 9/11 delivery being the correct one which was also confirmed by tech on 10/13  went to verify if tank was full as well as that of Jennifer’s neighbor. Both  120 tanks were full.
  
  Robin contacted customer on  Tuesday, 10/17  per my request since on vacation to let her know we found the error and put in a request to have the 9/5 delivery credited from her account and billed to the neighbor. 
  
  The rebill still needs to be completed and I will make sure it is done today.  

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been a customer of Rymes Propane for over 13 years and have had our propane delivered in August and in late December or early January depending on weather conditions, for a total of 2 deliveries a year. Rymes was just purchased by Superior Propane of New York. In June of this year we received a bill on our credit card for $777.69 for a propane delivery in March 2023, which was supposedly not billed in March because our credit card company issued us new cards and an updated the cards expiration date. I reviewed our security camera footage and could not find evidence of a Rymes/Superior truck making a delivery during the month of March. This is a vacation residence and 220 miles from our primary residence. This incident has upset us and we contacted a local propane company to disconnect the Rymes 500 gallon tank and connect the local companies tank, who will be our new propane supplier. We notified Rymes of the change and was told they would pickup their tank in the last week of August and they would refund us for the remaining propane in the tank. They also would issue us a refund in 4 to 8 weeks. After several calls and emails to Rymes/Superior the tank is still sitting on our property unattached waiting for pickup and the refund procedure is stagnant. I took a picture of the tank gauge and is at 70 percent, see upload. I would also like a waiver for the tank pickup charge due to Rymes not picking up the tank during the time period they promised and the expense incurred by us to drive to our vacation home for the pickup, which never occurred. I would like the tank pickup expedited as I feel this unattended tank is a potential hazard to our vacation home and surrounding property.

  Business response

  09/10/2023

  In this area we are short handed in our service department but the tank pick up is scheduled for 10/10. We do show the March delivery geo coded showing our truck parked at the property but that does not matter much now as they have switched providers already. If we get an opening before 10/10 we will certainly come sooner to pick up the tank.

  Business response

  09/28/2023

  A previously stated, the pick up of the tank is scheduled for 10/10/23

  Customer response

  10/11/2023

  The propane tank was finally picked up on October 10, 2023 by Rymes. They originally agreed to pick up tank the last week in August of 2023. So now after being a good customer and never being late with a payment for 13 years, we can wait an additional 4 to eight weeks to be reimbursed for propane that we did not order in the first place. Thank you BBB you are our only hope of recovering our money. We are senior citizens living on social security and need the money owed to us back asap for other bills for cancer treatments. 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 19, 2023 at approximately 9:30 AM, my realtor was advised by a Rymes Propane representative that they would purchase the LP Gas in a 500 gallon tank at my former residence in Stratham, NH following the sale of the property on June 22, 2023. Per the instructions of the Rymes representative, the LP Gas was not included on the real estate settlement. I received multiple phone calls from Rymes and their new parent company, all confirming that they would send me a check for the remaining gas. I forwarded the gas level photo to them, it read 68%. I also forwarded them my new address to mail the check to. My estimate of $714 is based on a 500 gallon tank at 68%, 340 gallons at the price I paid ($209.9). Over the past two months, I have placed over a half dozen phone calls to Rymes, seeking my payment and a return phone call from a manager. In each case the representative I spoke to said they would have a manager call me. No return phone calls, no payment. Perhaps the BBB can get this resolved, sparing both me and Rymes the inconvenience of a small court claim. I want to be paid for the gas I purchased and left in the tank, at Rymes direction. Thank you.

  Business response

  09/05/2023

  At this point neither party involved has produced closing documents that should outline how utilities are to be settled. Our stance is that this matter is between the seller and buyer to work out

  Customer response

  09/05/2023

    ********** ********
  
  I do not accept the business's response as a resolution to my complaint because it was a Rymes Propane Customer Service Representative that advised my realtor not to include the LP Gas on the closing documents, that Rymes would send me a check for the remaining gas in the tank.  Please see the statement from my realtor.  The closing documents do not include any charges for the propane, again this was on the advice of a Rymes employee.  I am a senior. This issue is very troubling to me and the $714 reimbursement is significant in my budget.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  05/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Just need to say….I am very disappointed in Rymes Propane in N. Conway, NH! We ran out of propane in February only because one of our gauges was stuck, therefore, not getting a correct reading for a month. When we arrived at our home in February..we had no heat. A technician came to deliver the propane. We were warned that when you run out of propane..they need to do a “leak” test. Ok…I understand. However, the tech never did the leak test even when I asked if he was going to do one. He remarked..you don’t need a leak test..you’re out of propane (because of the stuck valve). When I received the bill..there was a $75 charge for a leak test ?? even though its wasn’t done. My husband and I were outside with the tech the entire time! Believe me..no leak test was done! I called last week to inquire and state my case. The “hub” mgr said she was standing behind her tech and my outstanding balance is $75. Seriously?! She said she has proof that it was done because the technician filled in a form. He’s been in the business for many years and Im sure he knows a number to put in. If they can prove to me with the meter that was supposedly used with date and time, I’d love to see it.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  January 2022.... we called Rymes to fix a boiler issue. Upon arrival, the driver struck our home with the Rymes truck. He struck the house so hard that he dented/cracked the wood beam around the garage door and damaged the entry door between our two garage bays. The driver admitted he struck the house with his work truck. Pictures were taken and his supervisor was called. The supervisor came out to the house to inspect the damage and acknowledged responsibility and told us Rymes would repair the damage. After multiple phone calls, pictures and emails to John Harnadek and repeated calls to the Hudson office, NOTHING has been done. It's been 15 months and we are still waiting. We were told it cannot go through their insurance because the damage is " not great enough". They said they would fix/ repair themselves. I have been given three different contact names and each time we are given the runaround....no contact for months. Last week I was told it was "forwarded to upper management". No contact since. Nobody wants to fix the damage they caused. My husband and I refuse to fix it ourselves because we know we will never be reimbursed. I sent another email today but don't expect to hear back from anybody who knows what's going on. I don't know how they stay in business with such poor customer service. Acknowledging responsibility and taking action to fix it are two different things. Rymes is a dishonest company.

  Business response

  06/13/2023

  Repairs have been completed on 6/6/23. It did take us longer than we would have liked but the home owner has expressed to me that they are pleased with the repairs. I have pictures and screen shots of repairs and text messages but it would not allow me to upload them. 

  Customer response

  06/13/2023

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

*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. ↩