Complaints

This profile includes complaints for Rymes Heating Oils, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Rymes Heating Oils, Inc. has 13 locations, listed below.

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  Rymes Heating Oils, Inc.

  257 Sheep Davis Rd Concord, NH 03301-5747

• 

  Rymes Heating Oils, Inc.

  100 N Main St West Lebanon, NH 03784-1117

• 

  Rymes Heating Oils, Inc.

  2 Main St Antrim, NH 03440-3906

• 

  Rymes Heating Oils, Inc.

  557 Mayhew Tpke Bristol, NH 03222

• 

  Rymes Heating Oils, Inc.

  367 Route 108 Somersworth, NH 03878-1522

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:06/09/2022

  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 bought a house on June 3rd and there was a rymes propane tank there already so I set up an account. I called around and realized they had the highest prices between all the gas companies. I emailed them June 2 (before I purchased home)I wanted them to pick up their tanks that I was going with another company. Once I realized there was a full tank of propane I called on June 6th and spoke to them and told them there was nearly a full tank and I intended to use it. That I would call them back when it was empty for a delivery. I had never heard back from the email so I was under the impression that my phone call to tell them I was using the propane was sufficient. I finally heard back from email on June 7th and was sent a form to cancel. I did not sign the form and I replied within minutes that I did not want them to pick up tank. I called Monday to make sure my account was not canceled because of the email i sent and that I intended to use propane. They still sent a person to pick up tank within a couple hours after that email June 7th despite my best efforts to keep the propane I already paid for. They still charged me 145 a tank pick up fee which after the credit of the propane, I wanted to keep, was practically a wash. They explained because I didn't use the exact words that I wanted to cancel my email on the phone call , that hadn't even been responded to yet, that It was still valid regardless of me telling them after the email, that I intended to use the propane that was in the tank. They have the phone calls recorded and can provide our conversation as evidence. I believe that that phone call will show that I intended to use use the propane and their service by explaining I would call for delivery once it was gone.

  Business Response

  Date: 06/10/2022

  To whom it may concern,
  
  I am in receipt of Ms. ********** complaint against Rymes, upon review of the account I can provide the following information.
  
  Ms. ******** did contact Rymes and instruct for us to remove our equipment, this would entail retrieving the tank, providing credit back for the fuel in the tank, less an applicable pickup fee.
  
  On 6/7/22 the local Branch Manager noted that a gentleman was at home and spoke to the tech that was there for tank removal, at no point did this individual stop the tech from removing the equipment or relay that the customer had changed their mind about switching suppliers.
  
  A credit for 27 gallons of propane ($109.07) was provided against the Rymes account, instead of charging the pickup fee, the fuel was used towards that, and the account left with a $0.00 balance, terminated, and closed.
  
  The local Manager is willing to reset a tank for this customer, however, it would include a labor charge of $145.00 for the technician’s time coming out.
  
  If further information is needed for reference, please let me know.
  
  Thank you,
  Joannea C******
  Customer Service Supervisor
  Rymes Propane & Oil
  Address 257 Sheep Davis Rd.; Concord, NH 03301
  Phone 603-228-2224
  Email [email protected]
  Website: www.rymes.com
  

  Business Response

  Date: 06/13/2022

  There was no additional fee charge to Ms. ********, we credit back the fuel and closed the account based on her wishes previously expressed.  To return the tank the labor charge would stand per the local Manager.

  Customer Answer

  Date: 06/13/2022

  
  Complaint: 17338892
  
  I do not accept the business's response as a resolution to my complaint because: You are charging me for a service(pick up tank) that I did not want. I gave sufficient notice of my intentions to keep the propane by phone and by email. Your offices did not communicate with one another and I'm being charged for that. You picked my propane up against my expressed wishes. I will not pay for a service I did not want. I want the money back from the propane you took.  I had enough propane to use for a year. Now I have to pay a reputable company 300 for new propane plus lost nearly a full tank I already paid for. I will not have you drop the propane off for ANOTHER 140 fee to do business with a company like yours. You bullied me into a corner to no matter what option I pick there's such a large fee that you keep the propane in all instances. Is this how you make your money; stealing from lower middle class families? Not to mention your manager said she was crediting me today's value of propane but in your letter you did not do that. It appears that your company can change its mind but I'm not allowed to. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:06/08/2022

  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 have had an account with rymes since 2019 or 2020. Since then I have moved (August 2021) I have had a credit of 1046 on the account on which they said they would send me a Refund check and they still haven't. This was all within the last month.

  Business Response

  Date: 06/08/2022

  To whom it may concern,
  I am in receipt of Ms. ******* complaint against Rymes, upon review of her account I can provide the following information.
  On 4/29/22 Ms. ***** emailed Rymes to inquire about a credit on the account and if the amount could be returned to her.  A rep. from Rymes confirmed that Ms. ***** had a credit of $1046.94 on her account and that he would start the refund process to issue that credit back to her.
  The refund request was issued on that same day and submitted to our AP Dept. on 5/6/2022, check # 430546 $1046.94 was issued on 5/13/22 and mailed from 5/16/22 from our corporate office out of NY from a third-party company called Tarif.
  On 6/2/22 we heard from Ms. ***** that she had not yet received the check from Rymes, that same day a request was made to have a stop payment on check # 430546, and a new check issued for Ms. *****.
  On 6/2/22 when the stop payment was confirmed on check # 430546, new check # 431531 $1046.94 was issued 6/2/22 and went into the mail 6/3/22, sent out from our corporate office out of NY from a third-party company called Tarif.
  The screen shot Ms. ***** provided shows the posting of the first refund check, the reversal (due to stop payment) and then the posting of the second refund check issued.

  
  Thank you,
  Joannea C******
  Customer Service Supervisor
  Rymes Propane & Oil
  Address 257 Sheep Davis Rd.; Concord, NH 03301
  Phone 603-228-2224 x 1487
  Email [email protected]
  Website: www.rymes.com

  
  

  Customer Answer

  Date: 06/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 1733***** and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/06/2022

  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.

  Account #*******, Transaction date 5/27/22. Regards fixed price agreement for residential oil, effective 6/1/21 to 4/30/22. Agreement price of $3.24 9/10. All oil delivers made during agreement period were without incident. My issue is with Rymes and their discretionary delivery schedule. During the contract period delivers ranged from every 28 to 39 days. The 5/27/22 delivery was 71 days and after the contract period. Referring to the agreement and term #5 RYMES will not accept will call orders during the agreement period for any oil balance remaining prior to agreement expiration. I was not eligible to call for the 150 gallons remaining I had agreed to purchase and to close out the agreement with a zero gallons balance owed. Rymes did deliver the same 150 gallons quantity on 5/27/22 for $6.44 9/10 per gallon. I believe Rymes willfully witheld delivery at agreement price before expiration knowing they would deliver the same 150 gallons after agreement expiration and at market price $6.44 9/10.

  Business Response

  Date: 06/08/2022

  To whom it may concern,
  
  I am in receipt of Mr. ******** complaint to Rymes, upon review of his account I have provided the following information.
  
  The contract for the 2021-2022 heating season with Rymes runs until 4/30/2022 (screen shot enclosed), any deliveries outside of that time frame or over the allotted gallons would be priced at the market rate on the date of delivery.
  
  Automatic deliveries are calculated based on our degree day system, (line 5 in the contract, screen shot enclosed, along with a screen shot showing the day that the ticket was generated, 5/25/22) this factors in the tank size, usage and weather, the system uses this information to project out the next automatic delivery.
  
  Based on the 3/17/22 182.7-gallon delivery, the degree day system set a new estimated delivery date of end of May (actual delivery date of 5/27/22), this would have put the gallons delivered outside of the 2021-2022 season and the delivery would have been priced at the current market rate.
  
  If we can provide Mr. ****** additional time for payment on the recent delivery, or further information on his account for his records please have him feel free to reach out to Rymes or myself.
  
  Thank you,
  Joannea C******
  Customer Service Supervisor
  Rymes Propane & Oil
  Address 257 Sheep Davis Rd.; Concord, NH 03301
  Phone 603-228-2224 x 1487 
  Email [email protected]
  Website: www.rymes.com
  

  Business Response

  Date: 06/15/2022

  With Mr. ****** being a new customer as of 5/18/21, the deliveries he mentions from 11/5/21 and 12/3/21 would have been the first of the winter usage, setting the degree day and projections for future deliveries.

  The degree day system is not based on contract terms and the system is not designed to pull a delivery prior to the 4/30/22 contract end date.

  Customer Answer

  Date: 06/20/2022

  
  Complaint: 17******
  
  I do not accept the business's response as a resolution to my complaint because:

  It is incomplete and omits any information about the Rymes system (our degree day system) that is referenced as the automatic delivery calculator.
  
  Specifically, Rymes degree day system appears flawed.  Rymes has made made multiple short deliveries during the agreement period  (reference 5 Nov and 3 Dec 2021) with 85.6 and 89.8 gallons delivered respectively. What is the consumption amount needed to trigger a delivery? Clearly an April 2022 delivery could have been made if using the same degree day calculator for Nov & Dec 2022 deliveries. Reference the delivery schedule as shown below:
  
  Delivery Date - Quantity Gallons
  
  22-Jul-2021 - 153.7 Gallons
  5-Nov-2021 -  85.6 G
  3-Dec-2021 - 89.8 G
  10-Jan-2022 - 173 G
  6-Feb-2022  - 164.3 G
  17-Mar-2022  - 182.7 G
  27-May-2022 - 150.4 G

  Per my earlier correspondence, Rymes method for calculating deliveries is not "degree day" based as evidenced by the delivery history noted above. This manipulation of the degree day delivery premise is counter to the degree day calculation method defined in the agreement.

  
  Sincerely,
  
  **** ******