Complaints

This profile includes complaints for Petro Home Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Petro Home Services

  40 Cragwood Rd Ste D South Plainfield, NJ 07080-2440

• 

  Petro Home Services

  94 Dell Avenue Kenvil, NJ 07847

• 

  Petro Home Services

  99 River Ave Lakewood, NJ 08701-3105

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:04/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased my house in December 2014. Prior owner had moved underground oil tank to above ground oil tanks. Petro was servicing this house with oil delivery since before I purchased the house with no problems every. Petro's techs have been servicing the heating system as well with no complaints ever. When I purchased the house, I continue contracting Petro's services for oil delivery, annual service for heating system tune up, and for heating system repairs starting 01/01/2015. In February, Petro delivered oil, overfilled my oil tank causing the tank to fail and oil to spill in my basement floor. When I called them to state the overfilling of the tank causing the tank to fail, they stated that they are "not accepting responsibility because tanks were improperly installed" and Petro wants me to pay for the repair and the oil tank replacement. I have spoken to their field managers: "****" and "****" and their supervisor ***************************. All state Petro is not responsible for the tank failing, even though Petro overfilled it and caused tank to fail. When I tried to speak to ******************, general supervisor, he was very emotional and disrespectful yelling at me on the phone and finally hanging up on me because I do not agree to pay them for the damages Petro has caused.I would like Petro to repair the damage and replace the oil tank Petro damaged upon oil delivery.

• Initial Complaint

  Date:05/31/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  - Had a routine tuneup of furnace - I was charged ****** plus dollars for a part, was never mentioned to me during the service appointment.- I have called customer ********************** at least 6 times and written letters to ask the amount of the part since I never requested it I have not heard from the customer ********************** department.

• Initial Complaint

  Date:10/22/2022

  Type:Delivery 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.

  Petro has me on automatic delivery. I was in need of a delivery when fuel was approximately $0.70 less than when they delivered it, three weeks later. I did not receive a timely delivery and was charged a higher per gallon price due to that.

  Business Response

  Date: 11/21/2022

  Good Morning,

   

  Upon review of Mr. ****** account, our sales and customer ********************** management has been attempting to contact him to resolve his issues. We have not heard back from ***************

  If he could please contact us at ************** we would be happy to address his concerns and come up with a resolution for him.

   

  Thank you,

   

  *************************

  Customer ********************** Supervisor

  Petro Home Services

  **************

• Initial Complaint

  Date:10/03/2022

  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 engaged Petro to diagnose and repair a malfunctioning A/C unit. The inspector determined that the root cause was a leak in the coolant. He injected some dye and re-filled the system. He then stated he would return in a few days to determine the source of the leak. Upon his return we noted that the leak was at the junction of a valve in the condenser coils. This leak was a manufacturing defect because there are no user or installer ************************** parts anywhere near the area of the leak. I contacted the manufacturer to initiate a warranty claim because the unit was less than one year old. The manufacturer stated that consumers are unable to make direct claims; all claims must be made by a qualified service company, of which Petro is one. I then relayed that information to Petro customer **********************. ********************** stated that they needed to order a replacement valve in early June 2022. Since that time they have sent me monthly bills, accruing late fees. Each time I receive a bill I call them to remind them this is a warranty repair and I ask for the status on the replacement part. Each time they say they need to speak to the field tech and will call me back. Each time they fail to call me back. So other than send a bunch of bills asking for payment on an amount I do not owe, Petro has done absolutely nothing to fix my AC for the last five months. Maybe they will do something if they get publicly shamed by the BBB? Maybe I will have to *** them. Utterly horrible customer **********************.

  Business Response

  Date: 10/05/2022

  The Customer called in for an Ac that another company put in a year earlier.
  
  When the tech wen out he put 3lbs of 410 at the cost of ****** and a diagnostic fee which ******************* didnt have a contract so he was charged accordingly.
  
  ************ was advise we needed to come back to run a dye test if his system lost more refrigerant.
  
  Follow up was scheduled three days later where we ran the dye test confirming a leak in the system by the expansion fitting
  
  ************ was charged ****** for 410 and ****** for the dye test
  
  We set up  a second follow up where we replaced the fitting cx was charged ****** for the repair.
  
  Two of these calls had a diagnostic  fee attached to it of ***** which one we could credit back but every other service call should be charged.
  
  We will be crediting back one charge of $***** and removing two late fees 1. $21.81 2.$17.10 = $108.86

  Customer Answer

  Date: 10/05/2022

  
  Complaint: 18152884
  
  I am rejecting this response because:
  
  

  We set up  a second follow up where we replaced the fitting cx was charged ****** for the repair.

  This is false.  The tech and I discussed the issue and determined the fitting could not be repaired and that a replacement part was required.  I spoke with their customer ********************** department on three occasions and each time they stated the part was on order and had not been received yet.  No repairs were performed on the unit at any time.

  Even if this was true, which it is not, the entire repair is covered by warranty and Petro should be submitting their bills to the manufacturer for reimbursement.  The unit was less than one year old at the time of service and is fully covered by the manufacturer because this was a manufacturing defect.

  I'm not going to debate this matter any further, nor will any other response be made.  I will make this very simple to understand: if I receive another bill from Petro I will file a lawsuit.

  
  Regards,
  
  *******************

• Initial Complaint

  Date:09/16/2022

  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.

  I have been a loyal customer with ********************** since ****. Each year I have had an oil ceiling price locked in to regulate my payment from September to July. This past September l called to restart my new contract year, but I was told that my payments would continue as they were the previous year, however what was NOT said was that they had not locked in the ceiling price per unit of oil. Without that protection my cost balloon from **** to 6.91approximately per unit. My monthly cost went from $700.00 to over well $1,500 per month during the last three months and I still have a balance of $2,000.00 dollars to pay before the start of the new fiscal year contract. Petro admits to dropping the ball, because they see that I did call in as promised. However, what Im looking for is that the ceiling cost be imposed for the 2021-22 contract year and not variable with discounts, that still requires me to pay $2,900.00 extra!!! We cant afford that voluminous amount and think unfair since Petro admitted that they dropped the ball. My number is ************** Please contact me immediately!! Thank you!

  Business Response

  Date: 10/24/2022

  Good Afternoon,

   

  Upon reviewing Mrs. ********* account, this issue has since been resolved. She has spoken with our ****************** Manager, ***************************** on September 26, 2022. At that time she accepted a 1 year ceiling agreement of ***** which is good until September 30, 2023. She also accepted a discounted oil fill up at 3.999/gallon. ******* also placed a $900 credit on the customers account which posted on September 28, 2022. 

   

  Thank you,

   

  *************************

  Customer ********************** Supervisor

  Petro Home Services

  **************