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:01/23/2025

  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.

  If i recommended a friend to buy oil from there they will give me $100.00, well i did, but noting i got, the said that i have to tell them before.

  Business Response

  Date: 01/29/2025

  Our referral program is very specific and must be done online. It is not through word of mouth. We send out multiple emails advising our customers how the referral program works. The referral will not be given after a registration and order has already been processed. Please review the terms of our referral program at ****************************** before referring someone so that you can benefit from the reward in the future.

  Customer Answer

  Date: 01/30/2025

  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:

  [Your Answer Here]

   I did register myself and recommended my son to them, my son order oil from them and told them that I recommended him.

   

   

   

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

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

  Business Response

  Date: 02/18/2025

  This matter is not able to be resolved in the Consumer favor as the Consumer referred someone who was already registered and had received a delivery therefore was not a new customer to ********************. The referral was done on 1/20/2025 and the referee received a delivery in late December. No credit will be given as the referral process was not done correctly.

  Customer Answer

  Date: 02/19/2025

  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 recommended my son before he purchase the oil, and I did recommend a neighborhood  after and they did the same thing,

  When I called  they where very annoyed and they hask me if a put the complain they answerd very nasty that I am not in the system and find another oil company.

  I am not the only complain, look on BBB for other complains.

  ** *******

   

   

   

   

   

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

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

• Initial Complaint

  Date:12/06/2023

  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.

  12/04/2023 Romeos fuel was offering new customers $25 off their first delivery with the promo code ********* or existing customers with the promo code ************ to save 7 cents per gallon for the month of December. So I registered on their website for the first time as a new customer and placed an order for 200 gallons to be delivered at the price of ***** per gallon. At checkout I saw they did include the $25 discount. My card was charged ******. *****x200 = ****** + 2.5% tax = ****** + 5 tip = ****** 25 promo. = ****** all is good. After the delivery I saw they only delivered ***** gallons at an increased price of ***** per gallon with a new charge of ****** after a refund of 8.78 to my card. This price did not include the $25 promo discount I was initially giving and I cannot confirm why the delivery was short of 200 gallons. I called Romeo fuel to ask about the $25 discount and she said that they delivered to my property before thru ***********. A third party company. My issue is if I was not eligible for the discount, why did they subtract it from the original charge. If it would have rejected me from the the ********* when I filled out the registration page on their website I would have used the ************ 7cense a gallon discount. On top of paying a higher price per gallon for the short delivery they removed the $25 dollar discount and didnt give me the 7 cents a gallon discount. I cant help but think there website is being used as a bait and switch tactic and is taking advantage of the local community with deceptive sales practices.

  Business Response

  Date: 01/09/2024

  Our website is clear on the terms of each promotional code. As stated the "*********" promo is for new customers only. A new customer is someone that has never ordered from our company before or we have delivered to using a partner delivery company such as *******.com. All of our promotions state the terms for each promotional code.  Customers must agree to our terms and conditions when placing an order. It is unfortunate that ******************** has had an unsatisfactory experience.

  Customer Answer

  Date: 01/09/2024

  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 called to speak with the owner ******* on Dec. 8, ************************************************ back to try to resolve my issue. He did not call back. 

  I understand there policy about first time users. But If I would have been rejected from using the ********* when I filled out the registration page on their website I would have used the ************ 7cense a gallon discount which I had not been given the option to use because it accepted the welcome 25 when I placed the order.

   

   

   

   

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

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

  Business Response

  Date: 02/27/2024

  We understand *** ********* frustration in this matter and thank him for his feedback. However, Romeos Fuel is unable to resolve his issue regarding the misuse of the ********* promotional code. As previously stated in writing and on the telephone the terms of our promotional codes were clearly stated.  We apologize for the inconvenience in this matter but the fact of the matter is ******************* was not new to our company. It is not our practice to deceive people but to offer additional savings on their fuel oil. However there are terms and conditions to all of our promotional codes offered. 

  Customer Answer

  Date: 02/28/2024

  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:t

   

  The owner did not return my call.

   

   

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

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

• Initial Complaint

  Date:11/21/2022

  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.

  On 10/5/22 my household had 200 gallons of oil delivered from Romeo Fuel. We requested delivery to the tank located on the rear right hand side of the home. On 11/4/2022 at 1:30pm , my husband I and had no hot water in our home and our oil burner would not turn on ,it was discovered then that Romeo Fuel delivered 200 gallons of oil to an old tank that was not connected to the house , not in the location requested. We contacted them at 1:41pm and we were told that was not possible and that the owner was being contacted. I was called back at 2:06pm and was told that I could go to harbor freight buy a pump and move the 200 gallons of oil myself. My husband and I made a negative review about our experience on social media and we were also told nothing was getting solved after making a public complaint . Additional services are needed to transfer the oil, to make sure it is in good enough condition to go in my new oil tank , an emergency oil delivery by another company was needed to be made ,and my oil burner needed to be serviced due to this event .

  Business Response

  Date: 11/30/2022

  The oil delivery was made to the proper tank as specified on the order. Delivery was not made to a free standing tank that is not hooked up to anything. Our Drivers are experienced to know when a tank is hooked up and functional. While the Customer did have a second tank just sitting on the ground, we did not dispense the oil into it as claimed.  

  Customer Answer

  Date: 11/30/2022

  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:

  [Your Answer Here]

   

  That is absolutely false . The oil was left in a free standing disconnected tank not located in the rear of the house  , the delivery location as documented on the delivery request and profile is the right rear of the house. There is picture documentation ,which was offered to the business but they have refused to review. Their refusal was met with a face book comment from ************************************ noting that because a public complaint was made on A social media platform no resolution would be made. 
  

  Attached is the picture of the oil tank most certainly not to the rear of my

  home and definitely not connected to anything but filled with 200 gallons of oil from your business as well as a photo of the requested location.

   

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

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

  Business Response

  Date: 12/01/2022

  The comment on ******** was in a public forum and has nothing to do with our initial response to this claim. We did not deliver to an abandoned tank.

  Customer Answer

  Date: 12/07/2022

  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:

   

   Your initial response via telephone was for myself or my husband to go to harbor freight and buy a pump to transfer the oil ourselves , which could possibly cause an environmental hazard since we are not professionals nor do we have experience in transferring oil , unlike ****************** who you claim do. 
  
  
  You absolutely delivered 200 gallons of oil to an unattached free standing tank leaving the tank attached to the house empty . You have been adamant in the denial of your companys error yet have refused multiple times to look at the photographic documentation and additionally refused to come to physically inspect the error made by your  company .

   

   

   

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

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