ComplaintsforPetro Heating Services and Fuels

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Petro is trying to deliver much more oil than needed even when my oil tank still had plenty of oil inside. For example, in ********************************************** 1500$+ just for that single month, and the second delivery amount was just 120 gallon, while my oil tank can hold 275 gallon. I talked to them about this, both for the high bill and too frequent deliveries, but again in February, 130 gallon was delivered, while more than half of the oil tank was still not used. After another 116 gallon was again delivered in March, my oiltank started leaking due to the high air pressure during delivery.I asked Petro technicians to come and check, and it would cost several thousand dollars to replace the oil tank. I also asked for a quote for oil to gas conversion, and was told it would cost 18000$. Given the always high price from Petro, I also asked for quotes from other ************, and the normal price is about 9000$-12000$. So I started the long process to convert to gas, which was finished in Fall 2023. At that time, there was still plenty of oil but had to be wasted.Given this long process and also a big unexpected expense, Petro didn't help with anything, but still ask me for the contract's early termination fee. Given the too frequent deliveries caused the failure of the oil tank, and there was plenty of oil enough for the whole year until thecontract ends, I don't think I should be responsible for the early termination fee. The oil price is already much higher than other providers, about 1 dollar per gallon, and Petro is not responsible for anything related to delivery, I think the early termination fee doesn't make any sense in my case.

  Business response

  03/20/2024

  Customer's account has been reviewed - the Early Termination Fee has been credited due to issues with tank.  Customer account balance is now $0.00.

  Customer response

  03/22/2024

  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

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a contract for service covering heating system. Company has made numerous attempts to correct a no heat condition. Technicians appear to be unable to resolve the issue. Last night a repair lasted 90 minutes then they make me wait another day for repair. Today when packing tools to leave after replacing same part as last night a tool hit the gas valve and system shut off. This may have been the original issue all along.

  Business response

  03/20/2024

  After speaking with customer, we are pleased to advise this matter has been addressed/resolved to customer's satisfaction.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was a customer with ********************** fuel starting 11/29/2022. I paid for a 12 month service plan as well as an oil ceiling plan that was supposed end 11/29/2023. My furnace also stopped working at the end of October. I called Petro who I had a service plan with on 11/02/2023 to come take a look at the furnace. The service provider attempted to fix it he was unable to. He then came back with his supervisor and attempted to fix it and they were unable. He then sent a sales representative from Petro to explain our options which we chose to have the furnace replaced. *** was sent to us he looked at the furnace and we didnt hear from him again. At that time I found another oil company that could repair my furnace and gave me a better fuel price. I called Petro I made it clear I was not renewing my services with them and I wanted clarification on how much I owed them to finish my balance pay billing. I paid on 11/15/2023 $236.00 I was told by the rep. at that time I owed $130.00 to finish what was owed. I stated I would pay the final payment 12/15/23. I called to pay the remaining balance and I was then told I owe $496. because I used my service plan in November. The 12 month service plan I paid for was renewed in September and because I used it after September and I wasnt renewing my oil plan I had to pay the full price for the service plan. I paid Petro for a 12 month plan and they unceremoniously decided it was only a 10 month plan after we agreed on a 12 month plan and I paid for 12 months. This is a money grab to defraud me of a few hundred dollars because I wasnt continuing business with them. I called asked to speak with a manager to resolve this issue. I never received a call back, but I did receive a collection letter. I called again to try to resolve this issue. The rep. stated because I was no longer a customer she didnt have any dates for my contract or the service calls. I havent heard back from anyone. I wonder how many customers they are doing this to.

  Business response

  02/22/2024

  We will review the account regarding the above complaint and contact the customer.

  Customer response

  02/26/2024

  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:

  
  The business said they will review the complaint and contact me. I want to keep my complaint open because I will receive a response is what they keep telling me. And they dont contact me. Thank you 
  

  
  

  
  

  Business response

  03/15/2024

  Detailed information pertaining to customers price plans and service plans has been emailed to customer.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for petro home delivery based on a $125 one time oil credit for signing up online (per the website), however I never received the credit. When I called the customer service rep said a sales supervisor has to call me in order to get the credit so I have to answer when they call or I wont get the credit. They never called *** I never got the credit, this is false advertising

  Business response

  02/14/2024

  This complaint has been resolved. Thank you

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a service contract and was waiting a tune up on sept 7th between 7am to 12 pm . They failed to show up and even give me a call to reschedule. I called for a supervisor and never got one, a dispatcher called back and put me on for sept 12th first appointment. I never got a call that morning and then they showed up at 12pm when i am going to work. Also with a new training guy, in which I don't want. I have asked for a supervisor over 20 times between those two days and they refused. I have a new date on sept14th 8am. I was also talked to very rude and its all on tape. This company needs another class action lawsuit against them. very unprofessional and don't care how things are run there.I want a call ASAP **********

  Business response

  09/29/2023

  We will reach out regarding this complaint. 

  Customer response

  09/29/2023

  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]

   You can see just from there response or lack of how bad they are. I have yet to hear from them. This company needs to be cut down to size  

   

   

   

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

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

  Customer response

  10/19/2023

  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  The business has lied because they did not get in touch with me although they finally after baking 2 days prior to them coming to my house of losing work for 2 days have never called me with a supervisor like I requested a supervisor is not giving me a call not addressed the situation not addressed the professionalism on hi'm handling the job Anyone that reads this complaint should be aware of this company they need to go to a different company and give them their business this company does not care about their customers all they care about is making the money and that's it they are not service-oriented right where the customer is satisfied I am still waiting for a supervisor to call me I gave them my cellphone number they are able to call me whenever they want to during the day and they have not addressed the situation and I will if not hearing back from them soon I will go down to their office talk to somebody there and go to court I have documented all my phone calls all my messages everything that was said who I told to when I talk to so I have exactly what is needed to address the situation so that's what they want and that's what they're gonna get so I'm asking them for the last time call me back and address this situation with me now

   

   

   

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

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

  Business response

  10/30/2023

  I have personally spoken with ************** and we are working together to resolve his complaint.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This has been an on going issue with Petro ( ******************* manager) for over a year. I purchased a Fujitsu mini split ac unit from Petro oil on 5/9/18. costing over $12000. dollars. In 2022 the unit stopped working. Petro sent 3 technicians to trouble shoot. All had no clue what the problem was. In may 2023 they sent a technician to troubleshoot again. Charging me another $900. One month after they sent another tech over. He says it is a condensor which oddly took about ten minutes of troubleshooting with a infrared light. Another $100.00. paid.I then contacted ******* regarding warranty. They advised that it would be covered under warranty only if PETRO calls them at ************ to start a case and get a ticket #. Its PETROs responsibility to speak to a Fijitsu technician to agree PETROS trouble shooting is valid. Fijitsu stated that just because Petro says the condensor is the problem doesnt mean it is.*** told Petro/**** 3 times that this is the first step to getting it fixed. IF PETRO INSTALLS A CONDENSOR WITHOUT GOING THROUGH THESE STEPS MY REMAINING 6 YEAR WARRANTY IS INVALID.I received a phone call on my answering machine from **** on or about July 10th.stating they are coming to replace condensor. On 7/26/23 I contacted ******* to confirm Petro called them. The representative stated no they did not. she also stated if they replace the condensor my remining 6 yr warranty would no longer be in effect. I called **** left a message just to confirm he has a ticket # from ******. He never calls back.The technician comes to the install and I ask for the ticket #. He has no clue so he calls ****. **** being unprossional as usual tells me he only has 2mins. I asked for the ticket number, he says he doesnt have to call them. I advised that I told him 3 times it HAD to be done otherwise warranty is void. again he says no hes not going to make a simple 5 minute phone call. I told them to leave because I had no choice and he was fine with that.0vr 10 yr custmer

  Business response

  07/26/2023

  We will review the complaint and contact the customer.

  Customer response

  07/27/2023

  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: 

   I advised Petro of the reasonble conditions I require before I go forward.  They have not taken any action yet. One request was that after spending over $1000. for trouble shooting the unit, I want in writing that states the condenser is definitely the cause of the leak. The only paperwork I have states from PETRO  "looks like condenser leaking"..I am not paying for labor to replace a condenser if they are guessing. I've been a customer for many years and would never recommend them. 

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

  Business response

  08/23/2023

  We have tried to resolve this complaint amicably and are working within the guidelines of the manufacture warranty as an authorized HVAC company.   

  Customer response

  08/25/2023

  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 

  False statement.

  It's been 1year and 3 months. FUJITSU still advising me Petro still has not followed their manufacturer guidelines proving the issue.

  Reminder PETRO has a 1 star rating with the BBB.

   

   

   

   

   

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

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

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  did not give me my full refund for balance of propane in tank. i call several time, spoke with my employees, i have names and date, no resolution

  Business response

  05/31/2023

  Refund for remaining Propane after tank was picked up was issued 4/24/23.

  Customer response

  06/09/2023

  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:

  Good afternoon,
  Response received from propane company is not correct. Payment received was for remaining balance of rental, $25.00. I was not refunded balance of propane left in tank. Also, tank was removed from my property in February 2023. I did leave you a voice message as well. Can you pls help me with what you need from me? Thank you.
  

  
  

  
  
  
  
  
   
  

  Business response

  08/21/2023

  ****** will follow up today

  Customer response

  08/29/2023

  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

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Petro installed a new Furnace on 10 April 2023. The Furnace was making a whistle sound and gave off an oil smell.I am not able to use the Furnace because the smell .

  Business response

  05/02/2023

  Our installation Manager is working with the customer to resolve.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2021 the tech said I needed and oil tank for my home. I was given misinformation about payments but Petro said they would combine the equipment account with oil account which they did. I have the invoice showing this was done. However, I am being billed for the equipment in the account number and it is listed on my oil account. Can not get a response to this issue. In addition, $1,925.00 was paid and they said the payment was void but no indication it was ever return to bank.

  Business response

  03/08/2023

  We will review the account and contact our customer regarding this complaint.

• Initial Complaint

  02/18/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I had been using ********************** Heating *********** since my family moved to current address, ********************************************************** on March 1, 2012. However, the heating oil price has been jumping high recently and we had decided to go with COD without contract during last year after 02/01/2022-01/31/2023 period of contract with **********************. I called ********************** on 01/17/2023 and talked with a **** of ********************** customer service, clearly mentioned not to renew the contract and stop oil delivery to my home because of high price from ********************** and I will buy oil from CODfuel which is all the way down and affordable price for me. She told me about new contract service fee is about above $ 600. I also mentioned that I paid last year service fee (02/01/2022 - 01/31/2023 period) $ ****** on 03/29/2022 though, I did not use any service call and tuning as well. The one I used probably on February 2022 is from (02/01/2021 - 01/31/2022) period where I could not schedule on those past time. She understood all my explanations and typed in the computer.Then I know estimated next delivery date is 02/18/2023 and estimated gallons in tank is 173. Therefore, I scheduled CODfuel from Sunrise Heating Oil on that day with $ 3.489/gallon for estimated more than 150 gallons. If it pumped like 164 gallons, total cost will be $ 572.20.But I did received email from ********************** on 02/14/2023 that they delivered oil on 02/13/2023 with $ 4.785/gallon x 164 gallons = $ ******. I did not know when they delivered, and I was surprised that I called ********************** already to stop delivery oil to my home after my service contract which was ended on 01/31/2023. It is $ ****** more than *********** company.Therefore, I called ********************** 02/14/2023 night and talked with one of the ********************** customer service representatives and explained the situation. But she told me balance of $ ****** and she does not know why ********************** local office (probably Hicksville, **) delivered the oil on 02/13/2023 although there was noted not continue to deliver oil on 01/17/2023 and not renewal of contract after 01/31/2023.I could not talk on the phone daytime, and I emailed ********************** customer service; ********************************************** to come pump the oil back from my tank if their oil price could not go down like Sunrise which supposes to pay from my budget. I emailed 2 times and could not get back from them. Eventually 02/17/2023 afternoon I called ********************** and talked with several ladies and end up with their high price. Could you please help me with that issue to down their price since it offended the fair trading for its long-term more than 10 years of customers. Thank you very much.

  Business response

  02/21/2023

  We have contact *** ** regarding this complaint. Left message on the number provided.

  Customer response

  02/21/2023

  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,
  
  **** **
  
  
  
   
  
  

*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. ↩