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:10/31/2024

  Type:Billing 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 signed an oil contract with Perillo Oil, because I did not get an oil delivery over the summer we received a call from ***** at the company threatening to cancel our account because we obviously are getting oil from somewhere else. My husband called ***** the next day and explained we didnt use a lot of oil during the summer but we would be calling soon to schedule a fill. A week later when my tank was at a quarter full I called to schedule a delivery and the representative informed me that my account was closed. I explained we didnt not want our account closed and her response was too bad ***** closed it due to no delivery over the summer and if you want it reopened youll have to talk to him. I told her no thank you I will not do any further business with a company who treats their long term customers like this. The company did not reach out to resolve this matter. Today I received a billing statement for an early contract termination fee with no communication or contact. I should not owe this fee because I did not instruct for my account to be closed, the company closed my account on their own and refused a delivery when I called to schedule one therefore this contract should be null and void.Ive attached the voicemail I was left stating my account would be cancelled by *****. We returned his call and confirmed we did not want to cancel the account and he cancelled it anyway. I am reaching out to BBB for help to resolve this matter.

  Business Response

  Date: 11/19/2024

  The last deliver we made on ******* ********* account was back in February 2024. Based on previous delivery history the tank should have needed to be filled sometime in May or June. We must call the customer before deliveries as noted on the account. We tried calling many times to make a delivery from February until  September 2024. We did not receive any responses back so the account was terminated at the end of September 2024. When the customer called back after termination they said they would no longer do business with us. An early termination fee of $599.99 was add to the account based on the terms of the contract. I have however removed this fee as a courtesy. The account now has a zero balance. 

  I apologize for the inconvenience. 

  Sincerely,

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

  Customer Service Manager

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

   

  Customer Answer

  Date: 11/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I would like an invoice showing there is no balance on the account and it is officially closed. 

  I tried logging in to my old account and was unable to gain access to verify the account shows zero balance. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 11/30/2024

  Attached is the file showing account has zero balance and is terminated.

  Thank you.

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

  Customer Service Manager

  Customer Answer

  Date: 12/02/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* *******
  
  
  
   
  
  

• Initial Complaint

  Date:12/13/2023

  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 had a contract with this company to fill up my oil tank. That was in September 2023. I was in a contract with them, so I got automatically refills. The contract ran out by the end of September. After that they kept calling me the last two months and asking me, if I need another refill. I always said no, because my tank is still full. I tried to explain to them every time they called. I told them, a refill at this moment is not required and I will let them know once I need one. I was on vacation when the company came to refill my oil tank. That was December 4th. I didn't make an appointment or anything (why would I, since I was on vacation). So when I returned from my vacation the next day, I found a note in my mailbox telling me, they add oil to the tank and at the same time (getting into my house) I smell oil. I never smelled oil in my house before. So I went and checked on the tank. I noticed its leaking which never happend before. So due to the fact there was too much oil in the tank, the pressure was too much so it started to leak. I called the company and they sent people over to help. They took the oil from the leaking tank and filled it into a temporary tank. Once they did that, they left. So now, 8 days later, I still don't know what to do, since the leaking tank is still here, not repaired yet plus I got this new tank outside. I called the company yesterday to ask what's happening next. If someone comes over to repair or how long I can keep the temporary tank. On the phone, they said this was all my fault. There is no costumer service at all. The manager hang up the phone when I told them they caused the problem. They don't want to talk about it, they just left me with this situation.

  Business Response

  Date: 02/02/2024

  The case #******** for ************************* has been resolved. The account was terminated at the customers request 12/12/23. They said they converted to gas. We picked up the temporary tank from the customers property on 12/26/23. There is no refund due to the customer. 

• Initial Complaint

  Date:04/25/2023

  Type:Order 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.

  Have been with this company for 14+ yrs and in the last 3 yrs have made big errors on pricing, contracts,delivering oil without prior contract signed and agreed by me. I have filed with the ** office in the past, they helped resolve. Now they're saying to contact the BBB. I'm a 68 yr old female, living alone on a fixed income. Honestly feel this has truly become elder abuse. In 2022, I was told that contract for 2023 would be sent to me via mail with new pricing for me to peruse, sign and sent back. Contract exp.on 11/30/22. I was going into hospital for 2/3 months so called to get my contract sooner. Was told that it would be sent to me by mail. When I got back home I called for a delivery, came on 3/8/23 n dropped 200 gallons. I went through ALL of my mail and NEVER received their new contract w/new price p/gal., yet they went ahead and delivered charging $4.729/gal, unacceptable, can't afford it. Once they received call from ** office, they emailed me a revised total for the 3/8/23 delivery, reducing bill to $3.95755/gal-encl. I don't have a problem paying this more reasonable price (capped), but why haven't they sent me a new contract reflecting the new price/gal.??? I don't want a phone call because I no longer trust them. Need it in writing like they've done in the past. Someone there has dropped the ball more than 3 times now. I also convinced my l.lord to use them as well as a service contract. Thus bringing them a new customer who received his contract w/pricing, I didn't. I can't change oil company now because *********** is now committed. So, I'm between a rock and a hard place. I'm really trying to not consider this elder abuse or the fact that I'm Hispanic. I have ALL my faculties, thank God. All I want from Perillo Bros.Fuel is to send me my contract for 2023 w/ the adjusted price of $3.957. I'm so stressed over this. Here it is end ************ been requesting this since October before going into hospital.Thank you for your expeditious reply.

  Business Response

  Date: 11/20/2023

  The above referenced complaint was resolved with *********************** on 5/24/23. 
  We issued 2 - $100.00 credits on her account. 
  This should be closed. 
  
  Thank you.
  

  
  

• Initial Complaint

  Date:01/12/2023

  Type:Sales and Advertising 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.

  When we renewed our oil contract last summer we were sold on a pricing plan that offered market price with a rate ceiling. We were offered a ceiling of $5.799/gallon when oil was near $6.00/gallon. Our first delivery in October was billed at $5.799/gallon. We received a second delivery in December and we were billed again at $5.799/gallon. At the time of the delivery the price of oil was $4.80-4.90/gallon according to NYSERDA. If we had known that Perillo was going to charge the ceiling price we would not have accepted this pricing plan. This is effectively a fixed price plan at $5.799/gallon and we would never agree to that. We would have chosen a floating market price plan. I called the company 3 times to speak with someone about this issue and was told I needed to speak with someone in the "pricing" department. I left 3 messages and did not receive a call back. I tried to resolve this issue directly with the business but I am confused as to why a good customer like us are being treated this way. We deserve a call back and a prompt resolution to this problem. We are seeking an adjustment to our last bill and the understanding that the market price will be applied on future deliveries.

  Business Response

  Date: 01/13/2023

  Our representative spoke with ************ 1/12/23 about this case. He seemed confused because we had resolved this with him back on 12/30/22. We had issued him a credit on his 12/28/22 delivery for $69.40. He said he didn't know how to retract this claim.

• Initial Complaint

  Date:12/02/2022

  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.

  Perillo failed to give me my end of the season delivery in May at **** per gallon, leaving me with 29 gallons of oil until they came at the end of September, when my locked in oil price and service contract had already expired. After delivering 246 gallons of oil at ***** per gallon on September 30th at 11:57. I called to ask why they had delivered when I no longer as under contract and why hadn't they delivered in April / May like every year that I was a customer. They told me it was a mistake. In addition, they said I was on automatic delivery which I thought implied I would have oil delivered when it was low. I expected them to adjust my bill based on the rate I had when I was a customer, considering it was their mistake. After 3 months of not being called back, I finally heard from ***** who would only adjust the price if I renewed my oil contract with them. I asked what does one have to do with the other, and *****'s words were, " well I have to get something". At that point I told him I'd pay him for the oil that was delivered based on the rate I had when I was under contract and move on. ***** refused and hung up. Basically, Perillo screwed up my delivery and expected me to pay over $300 in additional costs for their mistake, unless I re signed with them for $4.59 and an $315 service contract. My current bill is for $1255.46 based on the $***** per gallon that was delivered when I was no longer a customer. I should have paid $910.32 which is based on $**** per gallon when I was a customer. If ********************** would have delivered like they had every year in the past I would not have to pay over $300 for their mistake.

  Business Response

  Date: 03/14/2023

  We have been able to come to a reasonable agreement with ************************ to settle this complaint. We have removed the late fees for a total of $75.56 and issued a credit to the oil delivery in question back to $3.69 for $345.14. He is aware that the remaining balance that he is to pay is $410.32, which he was mailing a check out yesterday. ************************ was satisfied with the outcome. This case should be considered closed and settled. 

  Thank you.

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

  Customer Service Manager

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

• Initial Complaint

  Date:06/01/2022

  Type:Service or Repair 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.

  Date of the transaction; May 31st, 2022 ***************** $310.56 They didn't inform me and renewed my service again as last year they did. And it's after I contacted them 3 times to cancel this before the date.They didn't fulfill their service last year as well.

  Business Response

  Date: 07/05/2022

  The service agreement provides any service repairs which may be needed as well as a customer requested tune up. All service agreements are renewed on an annual basis automatically unless the customer notifies us in writing within 30 days. (Attached agreement).*************** contacted us by phone on 6/7/22 at which time we credited the account for the contract and removed it.  We do not have any record that the customer attempted to cancel this agreement prior to this date.

  Customer Answer

  Date: 07/05/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************