ComplaintsforRymes Heating Oils, Inc.

• Initial Complaint

  06/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  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 response

  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,
  
  **** ******

• Initial Complaint

  04/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  With the help of rhymes we're trying to reroute our gas to make it more convenient during the winter told us that we would have someone help us in September no one returned the phone call October November December we went and got a new propane company told rhymes that we're all set put us on hold on that we came home to me and I drive away who filled up our tank we went with a new company company put my wife into collection agency

  Business response

  04/18/2022

  To whom it may concern,
  
  I am in receipt of Mr. ******** complaint.  Upon review of the account I do see that we removed the tank when the conditions allowed, previous notes state that the ground was far to wet to safely retrieve our equipment and provide credit for the fuel.
  
  The balance on the account (print out attached) stems from a delivery that took place 12/3/21 206.7 gallons (ticket attached), the tank was removed 4/11/22 and credit provided for 134.4 gallons remaining in the tank at the time of removal, with fuel used between the delivery and the removal date it does leave a balance due.  We would like to work with Mr. ****** and Ms. ***** in order to rectify the account and clear the balance with Rymes to $0.00 to remove the collection status.
  
  Current balance with all charges less the credited gallons reflects $512.68 as of today, if we could settle on the difference for the actual fuel I could arrange to credit the labor charge of $145.00 and the additional collection fees and finance charges, along with the $11.62 hazard impact fee, this would bring a settlement out to $251.83, paying that amount in full would close the account.
  
  We look forward to hearing from you.
  
  Thank you,
  
  Joannea C******
  Customer Service Supervisor
  Rymes Propane & Oil

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I closed my accounts at Rymes because of poor customer service and pricing that is not competitive. On 3/16/22 Rymes picked up their propane tank that was 20% full (see attached picture of gauge). I called Rymes 4/1/22 and spoke to Sarah to ask when I can expect my refund of $109.42 (120 gal. X 20% = 24 gal. X $4.559). She said the tank had 21.6 gallons left, which I disagree with based on the gauge. She also said a tank pickup fee was applied to my refund to bring my refund to zero. I told her I had been a customer of **** ****** Oil & Propane when Rymes took over their customers and I didn't have a contract. In addition, the terms & conditions Rymes sent me a few months ago did not say I would owe a tank pickup fee. Sarah was to talk to the manager, who was in a meeting, and one of them would call me back. I haven't received a call back. I emailed customer service the evening of 4/1/22 and no one has replied.

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/04/05) */ To whom it may concern, I apologize in the delay in getting back to Ms. *****, the refund request was approved on 4/4/2022 in the amount of $98.47, the attached shows the credit posted. This refund will be submitted to our AP office on 4/8/22, with the turn around time of a 4/15/22 check to be cut and mail date of 4/18/22. Thank you, Consumer Response /* (2000, 7, 2022/04/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company finally agreed to refund the gallons left in the tank at the time of pickup,based on my calculation, instead of the lower amount they stated.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Rymes Heating Oils Inc. Has been trying to charge me for a fuel delivery and adding on finance charges and collections charges, and even calling me multiple times, I am not a Rymes customer! Every time a Rymes employee calls they say they will fix the problem but they never do!

  Business response

  03/03/2022

  Business Response /* (1000, 5, 2022/02/23) */ My apologies ****, this has been resolved, the print out attached shows a $0.00 balance as of today. Consumer Response /* (2000, 7, 2022/02/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  02/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 12/23/21, I paid $588.88 by credit card to Rymes for an oil delivery I received. I did have them come out for furnace work due to a puff back/carbon monoxide incident on 12/20/21. They never billed me for the repair call, nor did I know the amount of the work done. I received my credit card statement noting an amount charged of $977.79, which I did not authorize. I received a bill today, 2/1/22, for not only the oil delivery, but for the repairs AND finance charges. How could I pay a bill if I was never billed in a timely manner? I've tried repeatedly to call them, only to be left hanging on their automated answering system.

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/02/03) */ To whom it may concern, I spoke with Mr. ****** this morning and resolve this billing issue. An online customer payment was made through a website login 12/27/21 at 11:26pm in the amount of $977.79, this was a manually charged payment via the customer portal. I have provided Mr. ****** with copies of the service billing from December, removed the finance charge that applied to his account and processed an eligible discount. Attached screen shots show the time stamped credit card payment, the account at a $0.00 balance and the fees removed/credited.

• Initial Complaint

  02/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Bottom line, we ran out of propane, had no heat, and our pipes froze, because they refused me a delivery even though our account is set up with 1/2 paid with credit card on file the day of delivery and the balance the next week on payday. It's ALWAYS been this way...ALWAYS!!! Now they won't answer me or come get their tanks after I requested. Here is just one of many, many emails and phone calls later. FIRST! NO ONE EVER called me back after I begged you to have a Supervisor call back and emailed you 3x! I then called the emergency line twice, Amanda gave me a really hard time. I asked to hold and the call was dropped. I then emailed customer service AGAIN, begging for a Supervisor to call me back, they still didn't. I had to call for the 4th time and finally spoke to a supervisor who was as much help as you have been...NOT! SECOND! My account has ALWAYS been they way it was...COD however, I have ALWAYS paid for 1/2 of the delivery the day of the delivery with the credit card on file, then the balance the following Friday the day my hubby gets paid. It has ALWAYS been that way for the last 5+ years, so I'm not sure what has changed? Nothing has changed on my end.  Now supposedly per the Supervisor we owe? I don't see how when you have our credit card on file and we paid $304.89 THAT day for a partial delivery...i have it on my bank statement!!! NO phone call, email, or mail to us, indicating we had a balance so that I could provide the credit card transaction information showing that we did pay! ***** did this to us another time...saying we owed when we paid as our credit card has ALWAYS been on file - Which by the way, was such a hassle the last time to even get a delivery and again had to get a Supervisor involved.  Please forward this to the owner/CEO of the company as well as dispatch or whomever to get a technician out for tank removal please. I would appreciate a "Recieved" response this time at least please,  if you have the decency and common courtesy.

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/02/04) */ To whom it may concern, Based on the verbal and written request of Ms. *** ***** has removed their equipment from her property. Thank you, Joannea

• Initial Complaint

  01/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had propane delivered from Rymes on Thursday 1/20/2022. They sent me a bill for 170+ gallons of propane which I promptly paid. I went out on Saturday morning to check on the house and while there I checked the propane tank levels and saw that there was only around 145 gallons in the tank. This seemed very odd since the the small ranch style house was only built in 2018 and is very efficient and the heat is kept at 50 degrees. I called Rymes and told them of my concerns, there is no way I would of gone through over 25 gallons of propane in a day, I asked them to check their meter because maybe the gauges were not working properly. They told me that they only fill tanks to 80 percent and that my tank is showing it was at 74% at that time on Saturday. I explained to them that since they only fill to 80% that would of been 160 gallons and only if my tanks were completely empty, which they were not and they charged me for 170 gallons. Additionally there was only 148 gallons in the tanks (74%) on Saturday when and then on Monday when they checked again it was still at 74%. When I politely explained my issue with the math, the person who I was speaking with stopped answering my emails. On top of this when I paid my bill the bill came with a built in discount if paid within a particular date. I paid the amount they said to pay which was $682.80 there was a $34.34 which was automatically taken off the bill, I didn't have to put in an amount the discount was built in. As soon as I questioned the amount of propane that was delivered, they added the $34.34 as an additional bill after the fact. This is ridiculous behavior and should not be allowed. I could sim(ply switch companies and not bring this up but I don't want to see anyone else get ripped off.

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/01/26) */ To whom it may concern, ** did reach out to me directly with regards to the discount concern. As I explained to **, the posting of the discount is a manual process and would be addressed by the end of business today. I sent confirmation in an email that the discount was applied, and have attached a copy of **'s account with ***** showing a $0.00 balance due.

• Initial Complaint

  10/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Rhymes sent us our heating oil contract for 2021/22. We received a bill in July for June and July. We paid those 2 installments (June and July) at the end of July. After not receiving another installment bill, I called and they told me they had cancelled our contract. We still had a credit from the previous season. We feel that we were purposely not billed because heating oil prices had gone up significantly since they gave us our contract quote. It gave them an excuse to raise our rates. We have had a heating oil contract with Rhymes ever since they took over for Fred Fuller oil. This feels like a very bad business practice.

  Business response

  11/02/2021

  Business Response /* (1000, 5, 2021/10/29) */ To whom it may concern, I have reviewed the account with our Operation's Manager, due to the length of time that Ms. ****** has been a customer he has agreed to extend her original lock in pricing of $2.999 per gallon for this season. Attached is a contract based on the usage for this season, at the agreed rate of $2.999 per gallon, taking the credit of $953.54 into account to help lower payments over the 7 months of the contract running from October 2021 to April 30, 2022. 640.5 gallons x $2.999 per gallon - $953.54 (credit) / 7 months; $139.00 per month Ms. ******, if she agrees would have a payment due of $139.00 to cover the month of October and November and then $139.00 per month on the 1st of each month until April. Rymes would require the signed agreement and both payments to re-instate this plan for Ms. ******. Thank you, Joannea C****** Consumer Response /* (2000, 7, 2021/11/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company is honoring our initial contract and that was all we wanted.

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