ComplaintsforPetro Home Services

• Initial Complaint

  01/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In October 5th of 2022 I signed a contract for an ************* delivery agreement for 1 year with a ceiling price of $4.949 a gallon. The person who discussed this plan with told me that my service agreement which would be in place for the term of my contract was going to be rolled in with the price per gallon I was paying. Today (1/4/24) I received a bill for $427.47 for the service agreement. After calling customer service they stated they had nothing on record that indicated this. This is the second time I have filed a complaint with the BBB against petro home services. The original one in November of 2022 was for Petro not returning my calls for a month or so about renewing my contract. Petro offered me a $100 credit or a complementary service agreement if I choose to renew my contract with them for the ***** year. I chose the service agreement, but again when I signed the contract In October they said they had no records of my complaint at all. I still choose Petro because for the 6 years between 2 homes I had them their service technicians and delivery drivers are timely, polite and reliable. The price per gallon was very high but I was told I WOULD NOT be paying a for a service agreement so the price seems to fit. The billing department and people who sell contracts are either lying to me or have no communication with each other. I agreed to this contract over the phone and stated it was recorded. I called multiple times that day from ************. I want the calls pulled and reviewed which a feel will justify my claims. If Im right I feel Petro is in violation of the verbal contract I agreed to over the phone which would void the $399 cancelation fee. I want this $427.47 bill gone and continue my regular smart pay plan payments of $300.

  Business response

  01/26/2024

  Good Afternoon, 

   

         We spoke with *************** on 1/15/**** regarding this complaint. We pulled the calls he requested and advised him that when he spoke with ******* in November of 2022 she advised as a courtesy we would extend the free service agreement for the ***** year for the confusion, and the next time it would bill out to him would be in January of ****. Customer thought that the service agreement was rolled into his Price Protection contract when it actually can be rolled into his monthly Smart Pay Budget. As a courtesy we offered to rebill his service agreement for this year at ****** plus tax. *************** agreed to this, and was okay at the end of the call.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  June of 22 I was contacted by Petro home services to renew my contract. This is when gas prices were going up and they used pressuring scare tactics to get me to agree assuring me that the oil would be caped at $6.309 a gallon and if the rate went down I would pay that amount. On 11/22/22 I received 46.0 gallons at $6.309 for a total of $290.21 and on 01/18/23 another delivery of 141.8 gallons at $6.309 for a total of $894.62. On 01/19/23 I called several oil companies in my area and the going rate is $4.39 a gallon. I called Petro wanting to know why I was paying $2.00 more a gallon then my neighbors. They stated that their cost did not go down and gave me a 20 cent reduction a gallon on my last order. That is still $1.80 more a gallon then the going rate. When I told her it was hard because I am a senior citizen she said yeah were all having a hard time and told me I could cancel my contract for $399.00. My account number is ************. I feel like I am being taken advantage of.

  Business response

  03/16/2023

  Spoke with **************************************** she advised that her friends are receiving oil at the $3 range. she said it is heartbreaking and embarrassing she's paying $6.00.she said she felt intimidated into the pricing in June. reviewed our cost,review cost of protection, difference in COD/promos, she mentioned ****** Oil reviewed not open on weekends - no service. reviewed she did have tune up 10/22. she said she wanted out of the plan advised *** wanted to work with her based on history last delivery usually April. will follow up to offer best price reviewed ceiling plan did not come down November/January but currently at 5.529. so we are seeing prices decrease. reviewed how pricing increased during start of her plan to slightly over $7 and she had to decrease from $7 and $0.70+ is a big decrease needed to see below ceiling. Mrs. still felt she was stuck and wants to pay what everyone else is paying. following up before next delivery to assist customer.

  Customer response

  03/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted the services of Petro Home Services to replace our oil tank. We were quoted a price of $3500 and were told by the sale agent that we would receive a credit of at least $1000 but probably $1250. We were told that we would know the amount when we received the bill. We received the bill showing the credit of $1250.00. We paid the bill in full. We subsequently received a bill for an additional $250.00. We questioned the bill and were told that the the first bill was actually a "breakdown" and we misunderstood it. The bill was identical to all of the other bills we receive and did not show any breakdown at all. We then received another bill which showed that the credit was now only $1000.00. We are asking the BBB to intervene to assist us. It is not right for a company to provide a credit and then take it away. If they had been upfront about the lower energy credit, we would have paid without question but the fact that they gave us the credit and then took it away makes it an unfair practice and one that we will not support. What is to keep them from taking away more of the credit and send yet another bill? We only seek that the original credit be given again and the balance to be set to zero and it has been fully paid as originally charged. Thank you.

  Business response

  04/17/2023

   we spoke to AJ.  Per his conversation with both the husband and wife on 3/14/2023 he offered the $250 PA Save Rebate for any confusion.  He said they where both fine with that.  30 days later we receive the complaint from the BBB?
  
  The contract states $1,000 tank sure credit which they received. The extra $250 is the PA Save Rebate which comes directly from ****.  I just checked the site.  The rebate was completed March 13,2023. It takes 6-8 weeks to receive the rebate directly from ****

  this one will go out in early May per...************ Petroleum Association/******

• Initial Complaint

  02/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We were customers of Petro Home Services, Account #**-*******, until 4/23/2020 . We cancelled the service and have had no service on site since 2019. We continued to receive bills and and phone calls. November 2, 2022 I called Petro and spoke with ************************** and finally **** of the Loyalty Group.  She assured me that the account would be closed with ZERO BALANCE and gave me the Confirmation # CPC-******. We received a bill of $174.90 dated 1/1/2023. I wrote a letter January 8, 2023 asking Petro to stop sending bills. I sent it to the 2 listed addresses. Today we received another bill from Petro for $179.97. We want this account permanently zeroed out and any damage to our credit score removed immediately.

  Business response

  02/06/2023

  LMOM for **** & *************************** due to getting a BBB-- adv the credit was rejected , I apologized adv I will resubmit the e-mail and USPS  a copy of the trans to show a $0.00 bal

  Customer response

  02/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. However, we have not received the promised email or other confirmation of the phone message. 
  
  Regards,
  
  **** & ***************************
  

• Initial Complaint

  12/29/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My current contract with Petro is a ceiling price contract with a maximum cost of $5.799/gallon. This plan was described to me at the time I signed up, and is described on their website as "The price will trend up or down based on market conditions but will never exceed a set limit." After seeing the price of oil decreasing locally, I was surprised to get a delivery invoice on 12/26/2022 for $651.23 (112.3 gallons at 5.799 per gallon). On 12/28/2022 I called the company using a different phone number and asked what the current prices were. The worker told me 4.649 for variable and 4.819 for a ceiling contract. I waited a few hours and called with my normal phone, asked why I was billed at the maximum when market conditions had lowered. I was transferred to the "pricing department" where I was told that prices had only dropped a little, the price was still at 5.799 per gallon, and "5.799 is what it the cost would be at to start a new ceiling contract right now." I told her that I had called earlier and was given the lower prices and she insisted that they must have been using a new customer discount or something (the pricing department should have this information?). I'm looking at other companies and seeing prices between 4.19 and 4.649. Petro advertised the ceiling plan as something that was slightly more expensive, but had the potential to decrease. Instead, it looks like they are using the max cost as the default and misleading current customers about market conditions to justify the price. I want my bill adjusted to reflect these lower market conditions. I'm worried about having to go through this entire process with my next delivery. If they won't adjust the bill and provide honest information about market conditions, I'd like to talk to someone about getting the $399 early termination fee waived so I can find a different provider.

  Customer response

  01/25/2023

  I have not been contracted by the company about my complaint.

  Business response

  02/02/2023

  *************************. CX is upset with cost of last delivery on 12/26/22 @b ceiling of 5.799. Cx states he called in another number and was giving a price of 4.59 pg. I Advised cx that is was because he was considered a new cx and offered new cx pricing. I was able to explain cost of protection and where we are at for deliveries. Explained cost of protection at that point was much higher to to the high prices of oil. I offered cx .40 off pg next delivery and to call to see what I can do for his next renewal. Cx decided to not stop deliveries and remain with us.
  
  ***** ******* said everything is fine, he was going to log into the BBB to advise this has been resolved 

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ran out of propane on Monday December 5 , even though I called them 3 weeks ago telling them I was using only propane to heat my house, I have a gas fireplace and noticed the fireplace warmed my house better than oil. I have it on a thermostat so it doesn't constantly stay on. They told me they would bring me enough propane to get through the next day, I also have hot water tank on propane and a cook range. Then they would bring a delivery the next day. I didn't get propane till 5:00 PM , he asked if he needed to relight pilot on water heater, He took half hour to do this, I wondered why it was taking so long, he said that hot water tank was " smoking " when he lite it, said I probably needed a new one because it " looked old " , he cracked sheet rock in ceiling around air vent and sprayed orange foam substance around flue and down the wall to the side.Not 15 minutes after he left I got a call from Petro saying that the technician told them I needed a new hot water tank ?? I told them I would not buy it from them. I will check to see IF I really need a new one. I am almost 80 years old and I feel like they were trying to make a sale quickly, I told my daughter and will have my son in law look at it. I took pics of ceiling and wall where he sprayed his foam.

  Business response

  01/07/2023

  Petro went to the property  on 1/5 to address the concerns was what was needed.  we went and repaired? Customer was pleased with the repair.

• Initial Complaint

  12/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We used Petro Home Services for heating oil for many years at our prior residence located at *** ** *** ***., Conshohocken, PA, *****. We had a monthly payment plan with Petro where they were authorized to make ACH withdrawals from our checking account. On July 11, 2022, my husband ******* ****** informed Petro that we would be putting the house up for sale shortly and to cancel our monthly payment plan, and that we no longer wanted oil deliveries to that address. Petro has a recording of this call. Shortly before Thanksgiving, we observed on our bank account a withdrawal of $1,046.13 made by Petro on November 14, 2022. ******* ****** called Petro on November 23 to inquire why we were charged and request a refund. After explaining that we no longer owned the house to which oil had been delivered, and noting his previous request to shut down our account, Petro indicated they would "take care of it" and asked for our realtor's information to confirm the sale. Hearing nothing further, and receiving no refund, I called Petro again on November 30, at which point I had to explain the whole situation again, and was told we ordered oil on November 1, 2022 (which we did not). The dispute was escalated to a supervisor, who was supposed to call me back. I followed up on December 1 during the day to ask for a status. On the evening of December 1 a supervisor called ******* ******, and advised that the request for an oil delivery on November 1 that their records showed was due to a glitch in the system caused when their computer systems updated, and we had in fact not ordered oil. However, Petro has continued to refuse to refund the money they charged us even after confirming that we did not request an oil delivery, and had advised them to cancel our account.

  Business response

  12/19/2022

  (12/5/2022 4:21 PM)

  left message on machine- credit has been applied for full delivery -refund will electronically be sent back to card - total of 10-15 business days for it be in account, could be sooner -

  (12/8/2022 2:15 PM)

  Accounting::   refunded $1046.13 to checking account 

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am propane customer with Petro home services for 5 years. This year their sales contacted me for an oil delivery and heating equipment service contract. we agreed on the price and signed the contract for delivery and service. They delivered oil and we paid. 2 weeks later, our heating equipment started leaking water. i called petro tech service team (during day hours) for issue and asked if it is covered in our service plan. Customer service lady said i am not aware about the service since we are tech dept. you should get your heating system serviced to avoid further problem and can discuss with customer service plan later. 30 min later a technician showed up and he said he is highly paid worker and after 4 p.m. his night rate starts. he mentioned the cost of replacement valve (which broke on heating system) will include his labor and petro will bill everything together as part cost. I said i dont want it to be changed at extra cost. He said well i still have to bill you $150 for my visit so you are better off getting the part fixed and i will waive off my visit. you can resolve with customer care all expenses later and seek refund. he fixed the part. Next day petro billed me for service contract and his part replacement visit at $592. for a 50 dollar part, this was ridiculous and then telling me you signed up the service agreement after the part broke. i am doing rounds between sales, tech and service departments of peco and tired. all the dept of company are not synched up and routing me here and there. When i signed up the service contract they said it is full service contract everything is included with parts and labor and now this fat bill. I will not pay anything for the charge on my account other than oil delivery. They are calling it a pre-existing issue and will not accept that excuse to charge me with fat bill. Thank you

  Business response

  12/02/2022

   the credit of $592.00 on her account on (12/2/2022 1:46 PM)
  

• Initial Complaint

  10/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After being an upstanding customer of Petro for years, last winter I requested an oil delivery for my home. At the time I was dealing with my sick father and had a balance due. A date was given for the delivery but it was not fulfilled. I called the 800 number to find out why and was told that is because I had an outstanding balance. I was in dire need of the fuel and since they keep my credit card number on file I asked to have the balance paid from that card. Once paid they scheduled the delivery. I called and ask not to receive anymore deliveries from the company and was told that my contract ends in January. I was slotted for maintenance in January and ask to have that canceled also and was told it is a separate thing and has been paid for. I again asked not to deliver anymore fuel to me going foward. I came home one day to find a bill hanging on my door. Petro took it upon themselves to deliver fuel to me and virtually doubled the price per gallon. When I called to inquire why I received fuel I was told I did not negotiate a price with them but they are still my supplier. I questioned why two months prior I was denied a delivery because I owed a balance and has now received delivery even though I owe for the previous delivery I was not given a definitive answer. I acknowledged heating oil was placed in my tank unsolicited and am willing to pay for it. I should not be held responsible for their failure but out of integrity have tried to do the right thing. All I ask is that they reduce the price to what I was contracted for. They offered $50 off. That is not acceptable In the wake of my fathers illness and death Petro has caused me an unbearable amount of stress and anguish with threats of collection on something I should not be responsible for. Can you help me find a resolution please.

  Business response

  11/01/2022

  Reviewed the recorded call from 1/12/2022

  During the call ************** did not discuss oil prices nor discuss closing her oil account, the topic of the call was to scheduled her heater tune/up which was completed 1/26/2022.

  The amount of $1,210.59 is correct, however we are willing to credit the account $100.00 for being a long time customer.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  As a new customer I was informed that I would be locked in at an oil rate of 3$ a gallon. I was told I would pay the budget rate and include boiler repair service for a total of 175$ a month. I payed my monthly bill without issues. I was called at the bed of august stating my contract was done and I would need to increase my rate to 255$ monthly. Fine. Not an issue and gas prices were high. Not once that I was told I had a balance of 1900$. Every time I checked my online bill it was only 175$. I was hit with a huge bill. When I called they apologize for the misunderstanding and stated someone would call me back to assist. Who called back was a payment arrangement. Apparently the call that I discuss when I received the service was not recorded. This is is very wrong. It was misleading and they lied to me. They frequently deliver before time and more frequently in order to generate more money. This is wrong and they should not be allowed to do this to hard working customers. If they had told me that I would be paying with the increase inflation I least it would be expected. Their bill is higher then my mortgage! Im very unhappy with the way they are running their business.

  Business response

  09/19/2022

  Hello & Good afternoon,

  I have left a voice mail for ************** to discuss her concerns today.  This seems be a big misunderstanding.  Customer never locked into a protected price option - she agreed contractually for a Variable pricing plan that can fluctuate daily.  A locked price of $3 was not promised to her at any time.  She began with us in August of 2021.  As an automatic delivery company we often provide frequent deliveries to new customers in order to learn their consumption.  Smart Pay Budgets are *estimates* of what a customer's fuel expenses will be, without knowing what her consumption would be her first year with us we have no way of knowing what her ending balance would be- this is explained in her statements.  The customer's monthly statements provided the Smart Pay Budget balance with the monthly payment agreed upon and the actual running balance every month. I will review with her. Thank you.

  Customer response

  09/29/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:I was told I had a locked in rate. The company should record all calls between customer and representative. Why was my initial call not recorded. It was conveniently not available for review. They then proceeded to send me a contract after I called and complained. It is not a misunderstanding. They purposely use language that is not clear and confusing. I was even told that I was not supposed to placed on a budget plan when I was a new customer. They admit to their mistake but did not help in resolving the issue. I still paid a full balance of over 1900$ when I was specifically told I was only to pay 175$ a month.
  
  Regards,
  
  *********************
  

  Business response

  10/31/2022

  Petro Home Service has unsuccessfully attempted to reach **** ***** to discuss in detail in efforts to resolve this.  Her signed pricing contract, that she has submitted as evidence, shows that she has a Variable Pricing Plan and it states that it will vary, it is not a Ceiling Plan with a locked in max rate.  She can enter into one at any time she wishes, she simply needs to contact our call center and speak with our Loyalty Work Group.   **** ***** states that she was never told of her balance, however, on the back of every statement for her budget it clearly depicts her monthly running balance.  Each of our statements advise of the budget being calculated based on estimated consumption, with it being her first year with us we can only estimate.  Her pricing contract does state that the Smart Pay budget balance is settled yearly.  Service work is never included in the budget and is itemized separately on the statements.

*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. ↩