Complaints

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

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  SOS Fuels

  10 E Village Rd Tuxedo Park, NY 10987-4512

  
• 

  SOS Fuels

  PO Box 833 Tuxedo Park, NY 10987-0833

  

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:12/01/2022

  Type:Order 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.

  SOS Xtreme was supplying my propane at my home. The garage tank was a rental.I did not want to rent their tank anymore. I purchased my own tank.I did not pay the new yearly tank rental fee.The tank was connected and I was using up the propane gas in the tank.SOS removed the tank from my house with my prone gas in the tank. The propane gas was all paid for.SOS owes me a refund for the propane gas that was stolen from my home.Please help me with the refund for the gas that was taken.Thank you *********************

  Business Response

  Date: 12/01/2022

  Dear **************,

  There is an unpaid billing for tank maintenance on your account since July 1, 2022 for $168.62 including finance charges for 4 months. The tank was removed on November 16, 2022. The propane tank was removed with 26% in the tank or 31 gallons with a value of $180.93. This credit will be applied to your balance and the difference of $12.21 will sent to you. Please also keep in mind, we did not charge you a pick up fee of $189.00 which is within our rights by contract.

   

  Regards,

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

  President

  Customer Answer

  Date: 12/02/2022

  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:

  The invoice they are stating is due, is for a new yearly renewal fee.  I did not rent the tank for a new year and did not pay the bill for that reason. 

  I purchased my own tanks and was going to install them once the existing propane tank was empty.

  I do not owe them for a full year rental fee.  

  Possibly I owe them a portion of the invoice, not the whole amount.

  They owe me my gas back at my house.  I paid them a fee to deliver that gas to my home.

  I do not want a credit to my bill.

  I will pay them once the invoice is corrected and my gas is returned to my home.

  My next step is to file a claim in small claims court if the gas is not returned to my home.

   Thank you for your assistance.

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

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

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

  Customer Answer

  Date: 12/14/2022

  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

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

  Dispute Services,  Sorry you did not see my initial reply to the *** response.

   

  My point is that I do not owe them for a full year tank rental.  There bill needs to be adjusted to reflect the amount of time I had this year.

   

  I paid a premium to have the propane gas delivered to my home.  There is a delivery cost associated with the gas price.

   

  I will pay for the adjusted invoice amount.  I do not want a credit.

   

  I want the gas returned to my home.

   

  Thank you

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

  ]

   

   

   

   

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

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

  Business Response

  Date: 12/14/2022

  Dear **************,

  As stated previously, the yearly fee is not refundable. In addition, you should be grateful we waived the pick up fee for you. This saved you $189.00

   

  Regards

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

• Initial Complaint

  Date:10/13/2022

  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 called to have the oil delivered like any other time. My oil was delivered, I was billed and I paid. Two weeks later I see an additional charge that I never authorized. I called SOS and they told me that was the contract fee from my discussion 2 weeks ago. I NEVER KNOWINGLY AGREED TO A CONTRACT WITH THIS COMPANY. I NEVER AGREED FOR THEM TO AUTHORIZE PAYMENT OF MY CARD 2 WEEKS LATER. When I called to inquire and clear up the charge. They told me that I agreed to a contract that they never sent me ( so I agreed to something I never reviewed) and when I mention I never even signed anything or saw a contract they said I verbally agreed to it and that I did not have to sign. When I mention they must be mistaken they told me they are going to keep the charge. Moreover, after I got my money back from the unauthorized charge they billed me a $399 fee for the termination of a contract I never agreed to in the first place. This place is trying to bully me into a contract and a relationship with them. I don't want any parts of it.

  Business Response

  Date: 10/13/2022

  Thank you for the ability to respond to this complaint. We have been in business for over 88 years and this is one of less than a dozen BBB complaints to address. We offer customers Price Protection every year. The first sign up year we usually waive the fee but explain there will be a fee moving forward from year to year. We also, send a written electronic agreement to the customer either at the anniversary of the agreement or when the fuel from allotted from the previous agreement has been used. Whichever comes first. Part of the agreement is a liquidated damages clause since we need to purchase the fuel for the customer in order to protect the price for them. The fee associated with the agreement is paid to a broker in order to make sure that if our market price goes down we have the ability to lower the price.

  We are a neighborhood company with good moral values, we would be happy to refund his money and cancel the price protection. 

   

   

  Customer Answer

  Date: 10/14/2022

  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]

   

  I never received and invoice stating I do not owe this company. They talk of an agreement I never took part of.  

   

   

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

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

  Business Response

  Date: 10/17/2022

  He has a zero balance on his account.

  Customer Answer

  Date: 10/18/2022

  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:

   

  
  

   

   

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

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

• Initial Complaint

  Date:09/14/2022

  Type:Product 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 installed a new AC on 4-20-22,since then, I received similar services 4 times from this company. (5/31, 6/26,7/8,7/22). On the 3rd service, this company withdrew $379.31 from our credit card without notice. We never gave them permission to withdraw, or even save our credit card information. My expectation is still free service under warranty for 1 year, because the previous 2 times were free, even the 4th time was not charged. If they had told us that they will be charging us, we would have rejected their services. Still my AC is not working, ************ insisted my line set has problem, so their charging is effective. However, this company did not realize the problem came from the line set until the 4th service. Our plan when setting up our AC in ***** was that we would have it ready before the summer heat, and during that time, the business wouldn't be as busy. But our efforts ended up being useless, with us having to go through the entire summer without an AC in the scorching heat.

  Business Response

  Date: 09/14/2022

  We are very surprised at this complaint. We quoted the ** installation without changing the line set. The installation went well and the system held the refrigerant charge. Upon investigation we determined the line set had a slow leak. We did not charge for this work while determining the cause of the problem. Once it was determined that a refrigerant leak was the problem, we only charged the customer for the actual refrigerant that was installed and not a service charge. We also gave a quote to replace the line set and have not heard back from them. As a courtesy we will also credit back the cost for refrigerant installed even though it was not caused by the new ** equipment.     

  Customer Answer

  Date: 09/16/2022

  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:

   We are very surprised at this complaint. 
  We quoted the ** installation without changing the line set. 
  The installation went well and the system held the refrigerant charge. 
  We are also very surprised. Youre talking as if your management system has not provided horrible customer service that could have caused fatal damage to your customers. 
  
  Upon investigation we determined the line set had a slow leak. 
  We did not charge for this work while determining the cause of the problem. 
  Once it was determined that a refrigerant leak was the problem, we only charged the customer for the actual refrigerant that was installed and not a service charge.
  Lets consider the first two services as the investigation process for the line set leaking. But have you read the 3rd service note on July 8th? Found system low on charge. Added 3 lbs exactly of 410a. Subcooling is at 10 degrees. Couldn't find any signs of dye at the air handler or condenser. Customer will call back if issue persists You can clearly see that there is no information about the line set leaking, which is the focal point. Its as if the serviceman did not know anything prior to the 3rd service, for he was only here for a mere 15 minutes. Most importantly, you guys did not negotiate the cost for the service, in fact, you guys did not even mention payment before/during/after the service. 
  Since you guys found the problem on the 3rd service, and charged us for it, wouldnt the next step be to fix that problem on the 4th service? Ill tell you, you guys need to fix the line set, which has been the problem this entire time. According to your words, the first service on May 31st to the 3rd on July 8th was an invention period. If you look at the contents in the 4th service note (7/22), this again, was another invention service. Its been 2 months, most of which were in the summer months. 
  
   We also gave a quote to replace the line set and have not heard back from them.
  I got the quote on 7/27. As I was making an appointment for the 4th service, you guys did not know the situation of our home. After looking at the 2nd service note (6/26), I saw that the line set was having a problem. So, I requested that you guys send people to check the line set. You guys agreed to, on 8/3. 
  The 4th serviceman recommended a line set change, so I called customer service to get an estimate. But they said that since we already had a schedule on 8/3, they will be coming on that day. 8/3 was two weeks away in the middle of summer, so we complained, because it is ridiculous to wait in the heat for this long. Your response was that there was no one that would be able to check earlier than 8/3. Since we couldnt wait, we asked for the person who does the estimate, and we personally contacted that person to get the line checked. This person did not come to our home, but he gave me an estimate based on his first visit. This first visit was in early spring, and it was based on the new **s estimate. I also requested for documents which ********************* from the board. It also took a ridiculous amount of time, because of weekends, meetings, and there were no calls back to us. 
  You guys have not heard back from me because I do not wish to work with you anymore. I sent an email on 8/11 saying NO. I do not want to proceed with the repair. I do not wish to associate with a company that cannot deliver the basic customer service skills, and on top of that, lies.
  
   As a courtesy we will also credit back the cost for refrigerant installed even though it was not caused by the new ** equipment.   
    It states on the 4th service report, ...Compressor is humming. Checked capacitor is to spec 45 . Installed hard start kit but didnt get the compressor running. Locked compressor I bought a new ** and new equipment. We havent even used the ** for a month, yet the compressor is not working. It would be plausible if you guys caused the compressor to not work from your installation.

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

  
  

  Business Response

  Date: 09/29/2022

  We have nothing more to address. The system was installed properly according to the agreement. The line set used was original as customer did not want it replaced.