ComplaintsforPetro

• Initial Complaint

  05/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged for services without my authorization and charged for services not performed by the company. The company also owes me a credit for the remaining propane in the tank that was unused at the time the tank was picked up by one of their men. The account balance did not get updated with the credit for the unused portion of the propane. Instead, they charged me $152.00 to pick up the tank. An amount I was not made aware of at the time the tank was picked up or had any prior knowledge that it would be charged. Petro has a bad habit of charging your account for amounts you have not authorized or made aware of beforehand.

  Business response

  06/20/2024

  The terms and conditions of propane delivery for a customer utilizing our tanks states there is a pick-up fee for the tanks to be returned to our facility.  Customer was credited for the unused propane on May 13, 2024.  As a courtesy, the tank pick-up fee was credited from account on May 21st.  Remaining balance on account is due and payable to Petro.

  Customer response

  06/20/2024

  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:

  [Your Answer Here]

   They are claiming the fee for the tank pick up was removed as a courtesy to me.  I disagree with this assessment. A contract for propane delivery does not exist between myself and Petro due to the fact that the account was under a different business and Petro took over the account from Long Island Bottle Gas.   I believe the company I was with merged with Petro and Petro took over all those accounts.  ********************** needs to acknowledge that no contract exists between I, the customer, and **********************.  

   

   

   

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

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

  Business response

  06/24/2024

  ******************************* became a Petro customer due the acquisition of United Propane in November, 2018.  Since then, Petro delivered both heating oil and propane for this account at *********************************************************************  Our current operating system shows propane deliveries from 03/19/2019-05/13/2024 and heating oil from 01/05/2024-02/13/2024.  Invoices for fuel/services provided to the customer were provided bearing the name of Petro Home Services.  ******** accepted deliveries and paid for most.  During a recent conversation with our representative, customer made payment arrangements for the remaining balance on her account.  Customer's account is shown to be terminated.   

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a major issue with Petro oil company. They came for a service call to my 83 year old mothers rental home because her heat was off. They removed 2 gallons of water from the oil based boiler on 4/18/2024 and determined that the tank underground seems to have a leak and rain water gets into the oil tank and thats probably why it shots off. They recommend to change the oil tank underground. We immediately notified the landlord and they are working on it to change the tank ASAP. They put 400 gallons $2300 in Oct 2023, 200 gallons ($1000) on March 22, 2024; did not need oil for at least until Oct 2024. My 83 year old mother still struggling with these 2 bill.5 days after they determined the oil tank need to change, without a call that was requested by me before filling tank; they put another $175 gallons of oil ( $1000) on 4/23/25. After 2 hours of begging the supervisor, ****** at Petro , he said theyre not allowed to give last names, he said if you dont paid the bill by 30 days there will be late fees added. I begged them to come pump it back until the tank is changed and they said no.Petro forgot to call , we would have said no. They could have rang my moms door **** and told her theyre filling her tank and she would have said no. Instead they put $1000 oil into a leaking tank and billed an old lady who is struggling with expenses.Shame on Petro Please help us to stop Petro from scamming old people on ***********.

  Business response

  05/13/2024

  Spoke with **************** - she is not our customer.  She stated it was an error and she would contact BBB to advise.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a home in ****** NY with an old oil boiler. Petro was selected to fill and service it. They canceled a scheduled tuneup and I insisted that they send someone over to greenlight the system being turned on since it was getting cold (around October 2023). The system was greenglighted by their technician -- not tuned up -- and turned on, and then a scheduled delivery happened and the tank was filled.When the rescheduled tuneup finally happened in December the technician told me the tank should not have been filled and that it was in imminent danger or rupturing and sending 200 gallons of oil into my basement. He insisted it needed to be drained that night.My contention is that I should not pay the $1200 fee for that tank draining since it never should have been filled in the first place. They told me that the system was good to go, and then a month later did a complete reversal and told me that it was an imminent danger and needed to be drained. To me this is unfair.

  Business response

  05/13/2024

  I had the opportunity to s/w **************** this morning and am pleased to advise the matter has been amicably resolved.

  Customer response

  05/14/2024

  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:

  [Your Answer Here]

   I said that it sounded good as a way of thanking them for demonstrating flexibility. And I asked for an invoice to review. But I did not agree to pay it.
  

  I am adamant that the contract I signed to drain my oil tank was made under duress to avoid a potential disaster of their own making. I either had to sign it or run the risk of my new home becoming uninhabitable for years.

   

   

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

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

  Business response

  05/15/2024

  We made several attempts to contact customer to resolve this matter.  When we were finally able to reach ****************, we advised that while he had signed and authorized the work in the amount of $1,200, we would reduce the invoice to resolve the matter and re-bill the work in the amount of $600 (plus applicable taxes).  **************** expressed appreciation for the concession and requested a new invoice be provided.  ******************** account was credited for the original billing and re-billed for the reduced amount.  An invoice will be provided to **************** for the authorized work performed in the amount stated above.  It is our belief the new invoice is due and payable in full; no further concessions will be provided for the work performed. 

  Customer response

  05/16/2024

  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:

  [Your Answer Here]

   As I said I did not agree to pay the $600. I expressed appreciation for their flexibility and asked for the invoice to be sent for my records. I will not allow myself to be extorted by Petro, and am speaking to the State's Attorney General ************ office as well.

  Cordially,

  ****

   

   

   

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

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

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I terminated service with Petro May 2023 , Petro owns me A refund of ******* for five months of payments for zero usage of oil. I called Petro and was informed the refund check was mailed three different times with negative results the last time one month ago.

  Customer response

  03/16/2024

  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

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer with ********************** for over 10 years. I went through a bad divorce 5 years ago. I was always on their budget billing/SmartPay. My account still has a page with my account on it telling me to sign up for SmartPay (attached). I've received correspondence from them suggesting I sign up for SmartPay. Suddenly, unexpectedly, during Covid Petro changed my account from SmartPay to "Load to Load". There is no description of "Load to Load" anywhere - but customer service means that this suddenly single with sole custody of 4 children mother would need to pay invoices over a thousand dollars in 30 days. I have asked them for 5 years why I was on Load to Load and how I could get off of Load to Load. They claim (which is NO WHERE on their website or in any of their legal contracts or agreements) that there is a credit score requirement for SmartPay. When I knew my credit score was above their requirement I contacted them repeatedly to run my credit and put me on SmartPay - they did not do so. Their billing is predatory and deliberately hurting myself and four children. Currently I am asking again to be put on SmartPay so my monthly budget and care for my children and home is not ruined and impossible - and they are again claiming I am on a Load to Load agreement. I pay $500 a year for a premiere service agreement with them but I am on a Load to Load?

  Business response

  03/11/2024

  Had a brief conversation with customer advising a representative would contact her to be placed on a budget plan.  Our representatives have attempted to speak with customer several times to advise monthly budget amount; either mailbox was full or, message was left with no return call to date.  Waiting for customer to call back to agree to set budget amount.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  After being pressured to 3x her deposits into a monthly savings plan to $600/mon, she told a Petro agent to close her savings and auto oil delivery plan in the Fall of 2022. Last transactions were in 12/2022, and no more savings deposits were made. She said she would call Petro IF, in the future, she wanted to order oil to discuss pricing and amount needed. This was witnessed by her daughter who works remotely.But on Oct 13, 2023, she found a $2,030 bill for an auto oil delivery of ***** gallons at $5.099/gal on the front door. She NEVER contacted Petro to place an order, AND had made it verbally clear in 2022 that she did not want auto deliveries anymore. Also $5 is significantly higher than what the neighbor were paying for oil delivered to them this year (mid-$3 levels), so would not have agreed to that price. After calling 3 times (confirmed by an agent), a formal letter was sent to Petros GM in the ************ office dated Nov 27th. She called again on Oct 30th, after receiving a letter stating she would be auto renewed for delivery if she didn't respond by Oct 31, 2023. She has told the agents calling several times that they can come back and "suck the oil out of her tank". She has also told them to come up with a reasonable $$/gal and she will consider it. They continue to ignore this, and insultingly, offered a $75 discount on the entire bill on 12/3/2023.She has received numerous phone calls from an agent complimenting her long standing with Petro (decades), and trying to get her back on the auto delivery plan. And others calling to discuss the account; when she does answer nothing changes. They are taking no responsibility for this mistake, nor making any attempt to compromise. She doesn't feel responsible for this bill or fiasco. The almost daily calls and letters feel harassing. Clear they are trying to force her into collections or other legal situation. How do you do this to a long standing customer?

  Business response

  02/26/2024

  We are pleased to advise this matter was resolved mid-February.  Unfortunately, ************************* daughter declined our offer to play recorded conversations; we were not increasing ************************* budget to the extent noted however it was increasing due to the change in her fuel price plan.  In an effort to resolve this complaint, we removed all late fees and provided a $250 loyalty concession to ***********************.  The remaining balance was paid.
  
   
  
  Please let me know if you require additional information.
  
   
  
   
  
  Sincerely,
  
   
  
  *****************************
  
  ******** ** ********** ******** * ********** ***** **** ******** ** ************

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Good Evening:regretfully need to file a complaint after dealing with more than one customer service agent and supervisor at ********************** from ***************** and ************ Locations or should i say Call centers. Signed up as a New Customer for **************** and service Contract On October 10, 2023. received a ceiling price plan or i chose that plan after being educated on all plans. was offered a $125 promotion credit. I was also told would get a referral fee since neighbor referred its clear as day on the Petro website that when someone refers you the person who refers you receives a $100 credit as well as the person that was referred who is myself. I first spoke with a Hope and she kept confusing the $125 promotion credit with the referral fee. they are two separate and distinct promotions. it is on the Petro website under referral website. spoke with *** in Woodbury got incorrect information from her supervisor. was told i would get a call back. No one has called me back. The company representatives should be educated on their companies customer promotions and apply accordingly. I am seeking the $100 credit to account for being referred by neighbor after my first oil delivery respectfully

  Business response

  11/21/2023

  Company offers clearly state "Cannot be combined with any other offer".  Customers who sign up as a referral get $100 and the customer who referred them gets $100.  This was a previous account - customer stated they saw an offer for $125 credit and we granted the higher credit on their account - no additional credits are available.  Customers cannot sign up as a referral and also through another source, mailer, etc..

  Customer response

  11/22/2023

  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

  11/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company overcharged on heating oil by approximately 1 dollar per gallon, their excuse was the cost of labor, and maintenance of fleet. Prices today (11/03/23) are around 4.60/gallon, they charged *****. I received a phone call from their representative asking me to accept a $50 credit, but that I had to accept they were right.

  Business response

  11/21/2023

  At the time of this delivery, customer was in a price plan which he entered last year.  Customer states prices were around $4.60 the day of his delivery.  It is possible this is a published price quoting an average of various participating companies (not all full service;some COD) or, it may the cash price of the day obtained elsewhere.  Our representative offered customer a loyalty concession on his delivery which he did not accept.  The offer did not require customer accepting our explanation on his delivered price.      

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In fall 2022 I contracted with Petro **** Services for heating oil for the season. On 1/25/23 Petro came and filled our tank. The next time I interacted with Petro was on 5/5/23, when they serviced the furnace, the person who cleaned the furnace DID NOT mention any problems. 6/1/23 I spoke to Petro who claimed that our fuel line had to be replaced for $4,790.50, and that this had been determined on 1/26/23. No one had mentioned this to me.Petro says that whomever "reported" the problem was inside our home, but no one in the building recalls letting them in and certainly no one spoke to me or showed me any problem areas, which I would have dealt with immediately. Also, I find it very strange that the line was safe enough to fill our tank and only then was it flagged. I never heard from Petro--I get emails and voicemails and paper mail and no notice of this. I did get a call from a third party offering to come look at our line, which seemed like a scam. But a through search of my inbox and trash has not revealed this proposal from Petro. When I told Petro I would not be renewing my contract they suddenly told me I could either pay a termination fee of $399.99 or pay the $4,790.50. I've had another company look at the line. they didn't see a problem and filled our tank with no issue. Petro then, despite my explicit statements that I will not renew my contract has renewed my contract. I'm forced to pay the termination fee but believe that Petro should refund it to me and that future customers should be warned about their bad business practices. They are unethical at best. Thank you for your help.

  Customer response

  11/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and they have agreed to reverse the termination fee and have explained the situation appropriately. I appreciate their attention and your help. 

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

  
  

• Initial Complaint

  10/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  At one time I had an account with **********************, I was also pushed to purchase a $300 service contract to ensure heat/hot water service asap. Twice during the winter of 2022 I was told I would wait more than ***** hours for heat and hot water. This was February and 20 degrees, with 2 infants in my home. Countless hours on hold and constant confrontation regarding a service contract that does not offer its claim. I eventually did a gas conversation because I just could not have my grandchildren have no heat at 2yrs and 1 at 6mo have this continue. I canceled the acct and the very next day found a Petro truck delivering gas. I ran out and screamed to stop. He did, i called complained and said my balance what ever it is will be paid down. I'm a single mother and can not do more than that. I was send $100 month when the bill came. In July I notice I could not make a payment and after waiting 45 min on hold I hung up and waited for a call. Now I have a lawyers office contacting me for $800. I will pay it just the way I said because I can not do more than that. But honestly, my parents have had Petro for 35 years and I was disgusted by the lack of concern and the flat out lie with regard to the service.

  Customer response

  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:

  I have been required by a collection agency to pay the balance and the information given by the company is typical, not necessarily correct and my comments remind the same.  At no point does ******************** acknowledges the fact that with a service contract paid for and in place that I waited nearly 22 hrs for heat/hot water even with 2 babies under 18mo old in the house.  This happened both times.  The complaint stands, they weren't interested.  This process took so long was forced to pay.  You can review my phone calls.  There was more than 1 rep who acknowledged the same thoughts I was having.  Hire the appropriate number of staff to cover the appropriate number of service contracts during the winter months.  Its disgusting.  Thanks for your time,

   

   

   

   

   

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

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

  Business response

  03/11/2024

  Customer calls were retrieved from archive and reviewed; ************** clearly did advise there were infants in the home and stated she believed our driver did something wrong when making the delivery as she had heat before the delivery.    Unfortunately, due to the number of emergency calls, we were not able to respond to ************** in a more timely manner.  When we did respond the following day, water was found to be present in the tank.  We understand ****************** frustration.  While ****************** account has been turned over to our collection attorney, we have advised the collection attorney to reduce the balance due from ************** by $150.00.   

  Business response

  03/22/2024

  We disagree with customer's statement of our deliveries being the cause of water to be found in customer's tank.  No further concession is offered toward customer's balance.  We believe payment is due on current balance of $650.00    

  Customer response

  03/26/2024

  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:

  [My balance was $800 at the time of collection and I have paid $600.  The balance was not $1500 and while you guys can refuse as you do because you are a big company, fact remains you left my babies with no heat and hot water for more than 30 hours with a service contract so shame on you  

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

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

*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. ↩