ComplaintsforPetro

• 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,
  
  ***********************
  
  
  
  
   
  

• Initial Complaint

  10/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have called Petro on two occasions and advised them that I will be canceling contract as soon as the last delivery will be done. They tried to do a service agreement and put it on my bill. I called and said I dont need any more services except for last delivery. They took service agreement off. Now they delivered oil and put service agreement right back on. They told me two times that there will not be anymore services past last oil delivery.

  Business response

  10/26/2023

  Customer was in a protected price plan ending 10/31/2023.  On 9/19/2023 that she would take her last delivery - that delivery was made on 9/28/2023.  Customers are billed in advance of their service plan expiration so they are aware of the cost before the current service plan expires and they have an opportunity to review their plan.  Customer advised the plan was not necessary due to cancellation of account and the service plans were credited/removed from account - they were never re-billed.  Balance on customer's account is for missing propane monitor.

• Initial Complaint

  06/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted petro because I was having money issues. I called petro last summer and spoke to someone and told them I can not accept the oil delivery. The women on the phone advised me she would put my contract on hold till October and start receiving oil again then. I already had a lot of oil in my tank and it was the summer. My house runs on an electric water heater so I dont use much oil in the summer and had alittle to hold me over. Within a day and a half petro came on my property without permission when I was not home and filled my tank up to the top. I have a 500plus gallon tank. And this is when oil is as extremely high. Now I have a ******* bill they expect me to pay. Which isnt right. This company is strong arming me now to pay this bill and today I received a collection letter. Please help me. I am a teacher. I do not make a lot of money and I cant afford for them to take advantage of me this way. These oil companies are ridiculous. Please please help me. Thank you!

  Business response

  07/14/2023

  Customer accepted a protected price plan on 12/16/2021 for the period 12/16/2021-12/31/2022.  Protected price plan requires automatic delivery.  Customer failed to take all deliveries under plan and failed to pay for deliveries that had been made 12/28/2021 (***** gallons) and 2/23/2022 (***** gallons).  We attempted to contact customer multiple time to make suitable payment arrangements; calls were not returned.  Customer's account to referred to a 3rd party for collection on 05/25/203 due to last payment being made on 06/27/2022 in the amount of $20.00. 

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a customer of ********************** HOME SERVICES for over 10 years. Petro installed a Fujitsu model # A0U45RLXFZ four head mini split air conditioning unit on 5/9/2018 costing $12,000.On 6/2022. the system was not blowing any cold air. I called Petro for a service call and the repair person stated the unit was installed with "cheap" piping that probably has holes throughout and would need to be replaced and would cost thousands of dollars. I called back again to have Petro send another person for a 2nd opinion. Same conclusion. I called back to speak to a manager. Manager, Manager stated unit is out of warranty but said he would send an experienced repair person to diagnose issue. 3rd person stated same issue that Petro installed poor piping for higher profit. Rep added Freon for a temporary fix.This season (April 2023) I turned on air conditioning unit and again blowing out warm air. Petro **** Services cut corners and was negligent by using faulty copper piping on an installation of a 4 head Fujitsu mini split air conditioning unit. I contacted Petro to have service on the unit and was told by 3 separate PETRO repair technicians at 3 separate times that they (Petro) installed cheap copper piping to save Petro on costs. Petro management stated nothing we can do.I contacted ******* yesterday to have them send an authorized repair technician. After a lengthy inspection the tech wrote out an invoice stating " the copper looks very corroded at multiple spots on each line set. Recommend replacing the line set.Gave estimate of $4,000 to replace linesets."Same conclusion as PETRO techs.I called PETRO yesterday to cancel my oil deliveries and send back my over $400.+ credit on file. The customer service rep asked if she could have a manager call me back the same day "to see if there is something we could do". Manager called back next day, did not care about the issue and did not care about cancelation.

  Customer response

  05/16/2023

  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

  03/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an oil contract aka budget plan with Petro. The contract was up and I no longer wanted there services after trying to negotiate the price and they refused to move on it. I told them I no longer needed any deliveries and please cancel all future deliveries and services. They delivered oil without my consent. I called and tried to negotiate with them and failed. They proceeded to deliver another round of oil without my consent. Tried to negotiate again and failed. Not once but twice without my consent. They sent me bills and I refuse to pay them for something I never agreed to. They sent my bill to a law firm who wanted to settle at some ridiculous total and I refused again. Now they are trying to serve me papers.

  Business response

  05/01/2023

  Our ***************** had the opportunity to s/w ****************** on 4/28/2023 .  ****************** made an offer to settle account Credit Rep is reviewing with her supervisor.  We will keep you posted.

   

  Best regards,

  *****

  Business response

  06/07/2023

  We were finally able to s/w ****************** and received payment.  No remaining balance on account; this matter should be closed.

  
  

• Initial Complaint

  03/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am attempting to have the contract I had with Petro dissolved. I called earlier in the month to halt automatic delivery and end the contract. ******* informed me that there would no problem. I called Romeo **** oil. They delivered **** for over $2.00 less a gallon!! Petro showed up that day as well, despite cancelling them.mThey delivered 2 gallons of **** oil. They claim that my contract would have expired in May,2023 They want to bill me $399.00 penalty fee. All of this clearly unfair. I retired and cannot afford their price gauging prices.Please help to resolve this issue.Thank you

  Business response

  03/25/2023

  Customer has price plan for which gallons have been protected/purchased through May 2023.  Cancellation before that date or taking deliveries from another company voided the agreement and therefore the Early Termination Fee is payable.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Received a delivery on 1/26.720 dollars for 130 gallons. Was leaving on vacation with my family for 2.5 weeks on 1/27. I turned off our boiler since we wouldnt be homewe returned yesterday 2/14 and just turned our boiler back on last night solely for hot waterour heat is off because its been 65 degrees. Last night, when I turned the boiler back on, I had just over 3/4 over a tank (275 gallon capacity)meaning there was only room for 68 gallons. Today Petro claims to have delivered ***** gallons at an astronomical, unheard of rate (5.539/g). While the rate is crazy on its own, my tank couldnt have fit 130 gallonsthe gauge has been checked by a technician and is confirmed function. So Petro or the driver has outright either lied about a delivered quantity or the driver took it home with him because it wasnt possible to fill the qty they claim. Ive closed my account immediately and plan to look into a private investigation.

  Business response

  03/17/2023

  I received the *** data for our vehicle delivering to ******************** address on February 15^th.  We will send a letter to ****************** with copies of screenshots showing our vehicle being onsite and delivering ***** gallons.

  
  

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a contract with Petro. I purchased a ceiling plan for the *************************** November of 2022. I received a delivery on 1/3 and was charged the top ceiling price on my plan. Found it strange that oil prices have been going down but was charged the highest amount. Called Petro on 1/3. Spoke to a rep. *** advised that I was clearly overcharged for my delivery. It should have been at $4.33 per gallon and not $4,81. Stated someone would call me today regarding the credit. I called back today and was told that there would be no credit because the rep made a mistake and they will charge me the highest amount. Was transferred to another person. Stated her name was ******* or ******. *** told me again that I would be charged the higher amount because the first rep made a mistake. Clearly something is wrong with this practice. This rep would not give her full name or employee number. I feel like I am being taken advantage of. They were quick to get me off the phone without further explanation or a resolution yo the matter. I would like Petro to make resolution to this matter.

  Business response

  01/19/2023

  We s/w our customer and advised he was charged correctly for his delivery; our representative had provided incorrect information when he initially called.  We are pleased to advise this matter has been amicably resolved..

• Initial Complaint

  01/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I discontinued my oil services with Petro **** Services the last week in November 2022. My annual contract with them was up on November 30, 2022 & I had asked them to make one last oil delivery before my contract ran out on 11/30/22. I spoke with ******* about not wanting to renew my ************* contract with them the last week in November. I asked tham not to make any more oil deliveries after November 30, 2022. Petro just delivered oil to me today on January 3, 2023. The amount of the oil delivery came to $684.21. I called them up to ask them why they delivered oil when I discontinued my contract with them. They said they have no record of my conversation with them regarding discontinuing service with them.Conveniently they have no notes in their file that I instructed them to discontinue all service with them. I asked them to check their phone recorded calls about this issue. By the way I asked them twice to discontinue my service with them - once with ******* & once with someone that was covering on a weekend. They said I was on automatic delivery with the variable rate- I NEVER agreed to this. I feel that this company is not trustworthy . If I liked this company I would have renewed my contract with them. I feel that I have been taken advantaged of by this unwanted delivery from them & would like to challenge these charges with your help of course. Thank you!

  Business response

  01/08/2023

  We are pleased to advise that after speaking with our customer, this matter has been amicably resolved.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had contacted Petro to get a price estimate on their service agreement and oil prices. For the first ten minutes of the call, they refused to give me the fixed price for their oil, which was over $1.00 less than their variable price, they instead repeatedly said they only wanted to promote their more expensive variable price. At the end of the horrible call with their customer service, I said that I would not sign a contract for 2023 until I researched other companies. They threatened to no longer service us with oil anymore, even though I have a contract until 12/31/2022. I repeatedly said no, you cannot to do that since we already paid for this year. They claimed they would not, yet they did just that and are now refusing to provide us with oil. I have two young children and it is -6 degrees out. This company is not just unethical and horrifically greedy, they are just plain evil. I truly hope they are exposed for their evil and disgusting greed, but for now, I need my last oil delivery of the year so my family doesn't freeze to death.

  Business response

  01/12/2023

  We spoke with customer 3x's regarding pricing.  No mention of fixed price in first call; in second call explained why we were moving away from fixed pricing but did provide a price; in third call we quoted fixed when requested.  Customer was in a protected price plan through 12/31/2022.  Customer called 12/26 for a delivery and delivery order was placed.  We did not advise customer that we would not service her.

  Customer response

  01/12/2023

  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 cannot accept this because it is completely untrue.  You made it so we could not schedule online and the reason stated we requested no more service, even though we repeatedly said we needed one more service.  All we said was we were going to look into other services.  Unbelievable how this company operates.  

   

   

   

   

  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. ↩