ComplaintsforPetro Heating Services and Fuels

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my oil burner go out at my ******************************************** the coldest weekend of the year. My tenant called a company to look at the oil burner and determined that it needed a new burner motor. He put a new oil burner motor on and the heat and hot water were working. I looked in my files and found that Petro had put in a new oil burner motor on 2/18/22 and charged me $380.19. I called the service number and spoke to *****, *** and the supervisor *** who told me it wasnt his problem. He said I should of called them first but i didnt realize it was them who put it in. I requested a refund of my $380.19 due to the fact I had to have a new oil burner motor put in and it cost me $600.00 *** said he would of been responsible had I called them first. I think this is unfair and I should be reimbursed for what I paid petro to put it in less than a year ago. *** proceeded to lecture me on not calling them first and I could of pulled it out of a dumpster for all he knows. I offered to bring it to his office and he could have it checked out. He was not interested and basically told me to kiss off! I explained it was the coldest day of the year and my tenants had 4 small children. Had I known it was from petro I would of called him first but it still doesnt justify a part not lasting a year. I asked him if it made any sense that I would make up this story and pay someone else to put it in. I would like to get this problem resolved and be reimbursed for the part that didnt last. Thank you for looking into his matter. Sincerely *******************

  Business response

  02/16/2023

  This complaint was addressed as mentioned and unfortunately we are unable to come to the resolution requested as already explained. We will contact **************.

  Customer response

  02/27/2023

  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 tried to respond to the above complaint on 2/22/23 and somehow it was never received. I sent multiple pictures and wrote a response to Petro. Apparently BBB never received it. I want to be reimbursed for the burner motor due to the emergency cold situation at the time. I will bring the unit to their office. It should still be covered by the warranty since it lasted less than a year.
  
  Thank you
  

  
  
  
  
  
   
  

  Business response

  04/19/2023

  Customer had repair done with another company therefore voiding any warranty. 

  Customer response

  04/19/2023

  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 Here]

   There was an emergency situation and my tenant did not know that petro had installed the part less than a year earlier. They called an independent company that said it was the problem. They replaced the part. I offered to bring it to Petro and I see nothing in the contract that says a warranty is only covered by Petro!! Again it was the coldest 3 days of the year and the home needed. I want to reimbursed for the charge I paid Petro. If not I will be seeing them in small claims court. Im happy to drop off the oil burner motor and Im sure the manufacturer will credit them for it. 

   

   

   

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

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

• Initial Complaint

  01/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I've been a happy Petro customer for many years. On March 8th, 2022, according to my notes of that day, I spoke to customer service rep ***** to renew my one-year price contract. I was advised that fixed rates for oil are not being offered due to market volatility. Understandable. I was offered a ceiling rate of $5.99 per gallon with the assurance that if market prices dropped so would my price for oil, which I accepted. No mention was made of overhead charges being factored into the price. More on that is below.I received my first oil delivery for my 550-gallon tank under the new rate of approximately 300 gallons on October 29th, 2022 for $5.99 a gallon, totaling of roughly $1,800. The NYSERDA rate for Long Island was $5.99 per gallon on October 31st, 2022. Perfect match.On January 25th of this year, I received my second delivery. The same price of $5.99 per gallon however the NYSERDA price for Long Island was $4.90 per gallon on January 23rd, 2023. I called three different Long Island fuel companies and they averaged $4.89 per gallon as a non-promotional price for someone with a service contract. I'm locked in with Petro until March 31st, 2023 so I was unable to take advantage of the offered lower price.I called Petro and was transferred to an extremely nice person in the price department. I explained all of the above and asked why is Petro's price for oil so much higher than others. I was advised that because Petro is such a large company, their overhead is also larger than others and that is factored into the price of oil. She further advised that on the date of my January delivery, their price was over $6 a gallon but I was not charged that amount because of my ceiling price of $5.99. Lucky me, LOL!I'm requesting a price adjustment to my credit card, bill was paid already, to the Long Island NYSERDA price of $4.90 per gallon as listed on their website effective January 23rd, 2023, two days prior to my January 25th, 2023 delivery.Thank you

  Business response

  02/13/2023

  The complaint has been reviewed and we will contact the customer directly. 

  Customer response

  02/22/2023

  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:

  On 2/14/2023 Petro responded to my complain by stating they would contact me.  To date I have not heard from Petro at all, still waiting.

   

   

   

   

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

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

  Customer response

  03/20/2023

  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:

  Messages have been left on my cell regarding an online survey and renewing my oil contract.  Not one message was in response to the BBB complaint with someone's name and direct number.  Please leave a message with that information and I will call back the same day.

   

   

   

   

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

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

  Business response

  04/03/2023

  I have spoke to ****************** regarding his BBB complaint.

  Customer response

  04/04/2023

  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.  I recently spoke to ******, a rep for Petro.  We agreed on a price adjustment of $150 back onto the credit card used to pay for the oil delivery.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  01/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Received a home heating oil delivery by Petro on 12/21/2022, priced at $6.16/gallon. This was the ceiling price we were quoted in summer 2022. We were told that the price would decrease as the market improved. Earlier that day, we were approached by a salesman for ******** oil, inviting us to lock in an oil delivery price of $3.50 and a service agreement, which we declined because we already have an annual contact with Petro, with a service agreement for which we are billed separately. My husband and I were not told in advance what the price of delivery would be, but after the delivery was completed, we received this bill for almost twice as much as we were quoted for the price of oil that very same day. This prompted us to research the price of oil from different providers across Long Island for that week, none of which were charging over $4 per gallon for heating oil, and to look at the average compiled by NYSERDA & the **** ********************************** The average price of heating oil in Suffolk County for the week of 12/19/2022 was $4.80/gallon, a far cry from what we were charged. In order for the price of $6.15 to even be contained within that average would mean that there were companies charging less than $3/gallon, which is of course ludicrious. Both my husband and I called Petro customer service several times to discuss this discrepancy, and to request that they reconsider the price per gallon at which our delivery was calculated. We have since called several times, insisting on speaking to a manager and concerned that Petro is using summertime highs to engage in price-gouging their customers. In every single instance, we were misled by customer service representatives who dismissed our concerns, and were promised call-backs from managers who never reached out, and having our calls disconnected after more than twenty minutes on hold. Rude representatives refused to provide supervisors' contact info.

  Business response

  01/18/2023

  This complaint was addressed and resolved on January 4, 2023.

  Customer response

  01/18/2023

  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

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We spoke to sales-person *********************** on the 23rd of October from Petro Oil and was told we need to make decision next day. **** called and i asked if he could call back in hour due to being at work and involved in something. We were ready but he never called back. I called them several times the next day and could not get him . Finally a supervisor (*******) got him to call us and then he tried to charge us 11 cents more a gallon for oil. He lied to his boss about the calls . and when I talked to his boss they still wanted to charge us more . They are very deceiving and dont hold to there word.

  Business response

  10/28/2022

   We have left a message to discuss complaint, will follow up again later today.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Your company came to my house for a simple tune-up and broke my line and then wanted me to pay for it . Money was sent on the continency that i get the work done with the warranty with it . I never got it , But yet you want me to pay anyway. i sent the money $650.. which i shouldn't be paying for your workers fault . Know you want to charge late fees . Please have a top boss call me ASAP .

  Business response

  08/09/2022

  This complaint has been addressed and was resolved amicably as per previous conversations with our supervisors. We will contact again.

  Customer response

  08/09/2022

  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:

  This has not been handled properly or in a timely manner. They have not called me

   

   

   

   

  
  
  
  
  
   
  

  Business response

  09/14/2022

  I spoke with ************** personally and will provide copy of letter requested.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tuesday, May 18, 2022, I scheduled a tuneup for my pool heater with Petro. After the tuneup, the technician informed me that the heater needed a new controller. So I scheduled another appointment with Petro to fix the controller on Thursday, May 26 at a cost of $543.07. Two days later when I arrived at my house, I noticed that the heater was on. I walked over to the heater and noticed that the dial on the controller was in an ON position. I then noticed that half a tank of oil was used as a result of the technician leaving the heater on without my consent.I entrusted Petro with repairing my heater, and beyond paying for the repair, I am left with the cost of replenishing half of an oil tank because their technician carelessly left the heater on without informing me. At first, the technician denied leaving the heater on. He had the audacity to say that someone else must have turned it on, which was an egregious lie as I had not touched the unit and certainly did not turn it on myself. After finally accepting the fact that it was left on, the service manager I spoke to on the phone, tried to backtrack and state that when Petro sends a technician to repair a heater, it is company policy to leave it running even without the consent of the customer. I have never heard of such a poor form of practice! The reality to anyone with common sense is that an error was made, their technician forgot to turn it off, and the victim in this situation is me because I am now forced to replace the very expensive oil that their company used without my consent. Please take a look at my oil history for the outdoor heater. You will notice that I dont use much oil, so burning half a tank of oil in two days is way beyond excessive. Ironically enough, the last time oil was delivered to this heater was when Petro made a delivery without my consent as this heater is not on automatic delivery. I guess doing stuff without the consent of their customers is company policy.

  Business response

  06/22/2022

  We have reached out and spoken to *********************** regarding this matter. Thank you

  Customer response

  06/22/2022

  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 communication from Petro simply stated that they would not pay for the cost of the oil they wasted by leaving my heater on without informing me.  I attempted to resolve this issue with them, and at this point, their refusal to remedy their mistake is what brought me to the Better Business Bureau, because the way they are operating their business is simply unacceptable. 
  

  
  At first they denied leaving the heater on, then later stated that it was standard practice to do this- a total contradiction in writing to me, and more than that, a huge mistake that is costing me hundreds of dollars. Its unacceptable, and I am asking for your assistance in fixing this mistake. They need to pay to refill the half tank of oil that was wasted when their technician left the heater on and informed no one. 
  
  Thank you in advance for your assistance; it is truly appreciated.  

   

   

   

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

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

  Business response

  07/05/2022

  We have investigated the complaint and responded to the customer, unfortunately this complaint cannot be resolved to both parties satisfaction.

• Initial Complaint

  03/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered oil with ********** on 07/27/2021. CODoil is actually Petro oil operation under a different name. A representative from Petro called me and said our machine that counts how many gallons of oil was delivered isnt working, so the employee delivering the oil will have to eyeball it, so its possible you get more or less oil. I opted to cancel and received a cancellation email they says cancellation of payment. With CODoil you can oil get oil delivery if you pay before hand using their website. After receiving the cancellation email I was 100% confident the order had been cancelled. I also double checked with the rep on the phone who assured me the oil delivery was cancelled and a technician would NOT show up. The technician showed up anyway, which I consider trespassing because they were NOT authorized to come to my home and delivered the oil anyway. They then started to call me and tried to force me to make a payment. I cancelled this service and therefore was not liable to make payment for their error. They have now forwarded this to collections and I feel like they should be held responsible for their own mistakes. I even talked to two separate employees who agreed the order was cancelled but the technician showed up anyway. How is that my problem? Why should be held responsible for Petros mistake? I was not even home at the time to run after the technician to stop him in person. Petro is behaving like a bully.

  Business response

  03/29/2022

  Tell us why here...We are pleased to advise this matter has been resolved to customers satisfaction..

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: 1/22/22 Account: ********** Our home only uses oil for heating, so we only get it delivered in the winter. On 10/20/21, we got our first delivery of the winter season, Petro only delivered 32 gallons. On 11/27/21, we contacted Petro and requested that they deliver oil because our heating system was down because we only had 8 inches left of oil. We called Petro and were told that according to their system we had a full tank of oil. We told them that we were only delivered 32 gallons about a month prior, and we needed a delivery asap because we had tenants and children in the house. They offered us a service technician to come, but oil delivery would not be possible. We told them we did not need a technician, we needed oil. We called them 2 times on 11/27 and the they were not able to help us. On the last call we told them to not deliver anymore because we were frustrated with them and their service. We were able to get oil through another company. On 1/22/22 we were delivered 348 gallons of oil by *****, a company we never decided to business with. We were later told that this is petros sister company (something we didn't know or we would never had gone with Petro). We called Petro on 1/24 to get this resolved and we were never able to speak with someone until 2/11. We were told that they pulled the calls and we were never told them to stop deliveries, but they only had 1 call on 11/27 and not the two calls that were placed, we were offered $125 credit on a $1810 ****. We told them that this was not fair and that we wanted to speak to the manager. We never received a call from the manager we only received a call from another rep asking if we were going to continue using their services. No call from the manager. We were basically told that $125 was all that the manager would offer us and that we were wrong because we never requested that they stop deliveries. This is a horrible company with horrible customer service. I feel taken advantage of

  Business response

  03/11/2022

  We are looking into this matter and will contact the customer regarding this complaint.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Account # ********** Current Amount Due: $-384.66 Last Payment: $69.00 on 08/30/21 Last Delivery: 72g Oil on 10/22/21 Total Amount Due $-384.66 I have called Petro **************** many times, they give me an excuse everytime and are not returning my money. I have closed my account with Petro since 10/23/21 when my contract expired. Petro took unauthorized money from my checking account and are not refunding it.

  Business response

  02/22/2022

  We have spoken ******* ***** to resolve this complaint.

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November of 2021, I began researching new Propane companies as the current company I was using was not consistent with communicating price increases. I called PETRO. I spoke to the sales person named i****. I was quoted a price of $2.67 per gallon if I switched over to PETRO. Decided to make the switch. **** informed me that someone would come and do a safety check and that the cost would be waived. A representative from Petro came to my newly constructed home. The representative told me that my tanks were too close to my basement window and not up to code. I was perplexed because this is a brand new construction built in 2020/2021. How could the house have passed inspection? I had my partner speak with the representative. My partner explained that the tanks could be moved 3 feet at no cost to me. I was fine with moving the tanks. I set up an appointment for PETRO to come. January 18th, PETRO arrived and disconnected my former tanks and relocated their tanks further from the basement window. The tech was having issues with detecting a leak. The tech had communicated that he would need to come inside my home. The tech checked for leaks. The tech was at my home for awhile. In and out and up and down. Upon completion of the day, the tech handed me a work order copy. I read the copy after he left. the copy states "OFFICE TO FIGURE OUT WHAT FINAL **** TO BE FOR PIPING and REPAIRS. In all my conversations with PETRO, I was never informed that their would be a charge to move the tanks. I am an extremely good communicator. Not one person from PETRO has returned my calls up until today. I received a call from ************ - **** was the person's name. she informed me that the tech should have communicated costs involved. She told me that her senior tech would not have missed discussing costs. Well, this time he did. This tech did not discuss costs with me at all. I was not given an option to decide if I wanted to pay or not. PETRO wants to charge over $700 for services.

  Business response

  03/09/2022

  This complaint has been amicably resolved.

*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. ↩