ComplaintsforPetro Home Services

• Initial Complaint

  08/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for oil delivery in December as a new customer. I opted to do a payment plan where I would make monthly payments across 12 months rather than pay after delivery. It was explained that after the 12 month period if I had overpaid I would receive a credit and if I underpaid I would have a balance. I was told what the payment would be based on what I had used in oil the previous year. I also was given a $125 credit as a new customer. Come May I receive a bill for just under $2000. Thinking this must be a mistake I call Petro and am told that all payment plans end at that time and that 12 month payment plans are not issued beyond October. I am very confused given I was put on a payment plan that was meant to cover a year. Given the high prices of oil this year I certainly would still have owed after a year but even with future deliveries I would have owed at least half the amount (my first payment was january so I would have made another seven payments).Upset that the terms I signed up under were different and was left having to pay two thousand dollars at a time i would have expected to be paying only a monthly payment, I asked to cancel my account. I am told someone will have to call me to do this. Ok fine. I receive at least three more calls from a customer care representatives that keep having me explain the situation over and over. By the third call and being placed on hold I told them to please just cancel the account and revoked permission for them to call my cell phone. A month later calls resume (in violation of TCPA regulations) now insisting I owe the $125 that I was credited as a new customer. I tried to call to discuss the matter (basically that I only discontinued service because the terms I signed up under were not were not honored) and did not think I should be penalized for Petro's mistake (yes i undersatd that the credit was if i continued service for a year, which I would have done). I was instead met with rude remarks and no solution.

  Business response

  08/25/2022

  Petro has reviewed complaint and will be reversing the charge for $128.67 (the $125 promotional credit charge and the late fee). The services should have been properly explained to the customer. Thank you.

  Customer response

  08/29/2022

  [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

  08/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Petro Oil delivered to my home without being requested to do so. They filled my tank up when the oil was at its highest price and then sent a bill for 1800.00.I refused to pay the bill because I have no contract and never asked them to come fill my tank. This company has filed a judgment against me in court to obtain even more money.

  Business response

  08/25/2022

  ************************* signed up for a new oil account with Petro November 2021. On November 18th 2021 *** ***** called Petro for a no heat/no hot water service call  with a charge of $185.00 she the new customer was out of oil.
  The first delivery was November 19, 2021 the cost of the oil was $768.27 with a price per gallon 3.159. The customer agreed to a service plan with the cost of $169.95. The second delivery was December 21,2021 the cost of that delivery was $691.48 with the price per gallon 2.969., causing the full balance on the account to be $1,882.94.
  
  There were no payments posted to the account since signing up with Petro. We do let each and every customer who signs up with our company that we are a full service and automatic delivery company.

  Customer response

  08/29/2022

  [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: Please provide proof of this service plan. I have no contract with the company, which is why I was unable to get a fixed rate for deliveries.
  
  Regards,
  
  *************************
  

  Business response

  09/23/2022

  Attached is a copy of the heater service agreement 

• Initial Complaint

  08/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I attempted to close my account with Petro Home Services. Petro offered a 'Smart Pay' and monthly payment feature. I elected this service, it lasted for 2 years and was to end on June 30th. To 'true up' my Smart Pay plan - I needed to pay $693.68 on July 7th. On July 26th - I received a $400+ charge for my new plan - I stated many times I would not be re-upping with Petro.I called Petro - they removed the $400+ charge. And then they have now replaced with a $119.64 charge. I need this charge removed from my account, I need confirmation of no new charges to come from Petro and I need my relationship with Petro to cease.

  Business response

  08/09/2022

  Hello,

  
  We have been in touch with this customer and explained his  account is cancelled and has a zero balance.
  
  We hope that  he will contact  us in the future for his  heating needs.

• Initial Complaint

  04/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We converted our heat to gas in 2018 and wanted to get a service plan going so we contacted Petro and set up the plan. The first time we needed the unit serviced a tech was sent out and let us know that the company does not service our equipment. We called the company to request a refund and to cancel the service plan and they understood and happily agreed. Since then no refund has been issued. We call every few months to check and again are met with a nice customer service representative who promises the issue is resolved. Generally before we even have a chance to follow up they call us back claiming our account is overdue. Most recently today the account is supposedly overdue for $400. They will not let us speak to a supervisor or manager and continue just to pass it off.

  Business response

  05/24/2022

  Credits have been issued on 4/29/22  Customer has a Zero balance

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 12, 2022 Metro made an oil delivery and upon completion of the delivery my boiler stopped working. I called Metro to schedule a service call and was told they would come between 6pm and 9pm. I tried to get them to come earlier since it was my son's playoff game in ice hockey, but they said they could not. I called again around 5:30pm to see if anything changed and was told that I was the next stop. An hour went by and I called again and was told that now I was between 7pm-9pm, the original slot. I said the original slot was at 6pm. The operator told me that an error was made because they did not know how to convert 24hour time correctly. I requested a supervisor and then was told by the supervisor that no-one would be at my house until at least 9:30pm-10:00pm. I decided to go to my sons playoff game knowing I would be back at 8:30pm. Sure enough Petro showed up at 8:10pm and left. I then had to go through this entire process again and get it rescheduled for later tonight. I have a gamily of five that need to showed before work tomorrow. This nonsense is completely unacceptable. Part if what we pay in the monthly fee in addition to the oil is the service contract. It is unfair that I pay my bill in total every single month and the one time I have to schedule a service call I have deal with complete incompetance.

  Business response

  04/22/2022

  This matter was amicably resolved on April 13, 2022.

  Customer response

  04/28/2022

  [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

  02/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We are absolutely beyond frustrated with this company. They have gouged us on pricing over 50% above the average in our area and I have called for several other quotes and also NYS posts the average rates. I have contacted Petro several times and also sent emails and nobody every gets back to me. I have explained all this to the rep I spoke with about 2 weeks ago who promised the "loyalty dept" would call me in a day or two and that my $300 for service contracts would be refunded. I have asked that they stop the automatic refill service on several occassions. This never happened either. The rep also told me she would stop the service at our properties ***************** **********, ***). Additionally, we paid for a service contract at the end of last year over $300. I was promised this would be refunded and it was not. We were charged an average of $4.69-$4.89 per gallon when the average was $3.51 in the area. This is just awful.

  Business response

  02/17/2022

  We reached *************************** to discuss his complaint.  He advised he only placed the complaint as he was not able to reach us by phone.  He was not aware that we did not have his phone number on file and had been reaching out to his sister.  He advised that we can close the BBB complaint at this time as resolved. Thank you,

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My furnace went out on Friday JAN. 7 2022. The company I am a client of, Petro Home Services, sent over a technician on Saturday who said I have no oil The gauge on my oil tank in the basement reads quarter full and I knew oil had been delivered in November. The technician called his supervisor from my house who said a driver had tried to deliver more oil but the receptacle on the side of my house which receives the oil can no longer receive oil and he delivered nothing. No one told me about this. The technician said the receptacle is the oil company's responsibility. The technician said he would contact the supervisor, *******************, about the problem so I could get emergency attention. ON Monday, today, Jan. 10, I have called the supervisor but he does not reply, and the receptionist has left emails with other supervisors, but no one has called me. The house is freezing and I am fearful a pipe will burst.

  Customer response

  02/07/2022

  In regard to my complaint id ******** from 1/10/22, the business has addressed my complaint and fixed the problem. *******************

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Petro (PHS) has been our propane provider for over 5 years. Natural gas became available in our area & we decided to convert. Due to propane services being a rarity, we thought it would be best to have PHS perform the transition. On 10/19, 2 PHS techs came & performed the conversion for the exterior (connected pipe from gas meter to home). Unfortunately, our 2 furnaces could not be transitioned at the time due to not having natural gas valves & orifices but the exterior was completed. Gas valves & orifices were ordered & delivered; items were installed 10/29. Temps were mild towards the end of October so there was not a need to utilize heat. It was not until 11/3 that we required heat & when we turned the thermostat on, the basement furnace blew out cold air. Called PHS, they came out 11/4 & attempted to resolve the issue by resetting the rollout switch sensor; within half hour the furnace was blowing out cold air. I called the tech again informing him the furnace was blowing out cold air & PHS returned 11/5 to replace the sensor. After the repair we thought the furnace was in working order, but on 11/30 our carbon monoxide detectors went off. We had to evacuate our home and it was determined to be a hazard according to ***** ********** due to high levels of carbon monoxide, levels of 40 ppp. PHS came out 12/1 & stated the heat exchange had been compromised. At that point we had to rely on the attic furnace to heat our home, but the attic furnace did not work either. It came on but would shut itself off & also began to blow out cold air. Initially we were told it was the control board, that was replaced & it did not work. Then we were told it was a sensor, which was replaced & that did not work. On 12/8 the attic furnace was repaired back to working order, but the basement furnace still does not work. We were given 2 options replace heat exchange (backordered 6-8 weeks) or purchase a new furnace at $2.2k for an item we did not break & was in working order prior to.

  Business response

  01/11/2022

  Hello, after researching the account we have applied a credit to the account in the amount of $800.00 bringing the balance down for the customer.  

  thank you 

   

  Paula 

  Customer response

  01/19/2022

  [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 consider the matter resolved. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  12/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I PROPERLY TERMINATED MY SERVICE WITH PETRO HOME SERVICES IN WRITTEN FORM AS OF 5/20/2021 and yet they continue to charge LATE FEES and PETRO has inaccurately reported me to a Debt Collector for no legitimate past due balance because my last payment for actual heating oil supplied was made on 5/6/2021 in the amount of $498.06. I sold the property on 5/20/2021.Terminated Account Number:: ********** Old address of property I sold on 5/20/2021:***** ******** ************GERMANTOWN, MD ***** I sent PETRO written request for terminating service on May 20, 2021.What is wrong with their Accounting Department and Accounting System??To add insult to injury, PETRO reported a FALSE debt to a debt collection agency called ************** ********, **** for $402.17.I have copy of the Debt Collection Letter and would be happy to provide a copy to BBB.PETRO needs to take corrective and ethical practice immediately by zeroing out my account and retracting the claim to the Debt Collection company called ************** ******** Inc.

  Business response

  12/14/2021

  **************** thank you for choosing Petro for your home heating and service needs. I appreciate you contacting us with your concerns and allowing us the opportunity to respond. Your account was created in January 2021 at which time our ceiling pricing plan was selected for you oil deliveries. This pricing plan is a binding agreement which carries an $399 early termination fee if broken. Petro waives this fee in the event of a move or sale with written proof of the transaction. The early termination fee or *** is automatically assessed to the account upon termination until the required documents are received.

  **************** your account was terminated 5/21/21 you are correct your settlement paperwork was sent and received on 5/20/21 and attached to your account. Somehow this attachment was overlooked and your account was erroneously billed the $399 ETF. On 10/1 the ETF was reversed leaving a small balance stemming from a late fee that should have also been reversed and was not causing the account to continue to accrue and bill late fees. **************** I am sincerely sorry for the trouble and time it has taken you to resolve this problem. It is clear from my research you were diligent and provided all necessary documents and made all of your payments in a timely manner. At this time the ETF and all late fees have been reversed you will not receive any further invoices, payment requests or collection activity. Sunrise will be updated with all of these details.

  If you require anything further please don't hesitate to contact me. If you should decide to utilize us for your heating, cooling or service needs in the future please ask for me I'd be more than happy to offer you a loyalty discount credit as a good faith gesture for your troubles. I appreciate your patience and thank you for allowing me to address and resolve your concerns.

  Warm Regards,

  Leah H*******
  Customer Service Supervisor

• Initial Complaint

  11/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contracted Petro Home Services to convert my home from oil heating to gas heating. They have been my oil provider for years and had confidence in their experience doing this type of work. As part of the conversion which took place 8/2019, the unused oil must be disposed of before gas can be delivered into the home. During transport, the contractors spilled oil on y front lawn. Pictures and the invoice for repair was emailed to Petro Home management, Matt H******. He assured me my account would be credited the full cost of repair which was $813.20. Mr. H****** advised I could not receive a refund but the credit would be applied to my account. Although I was discontinuing my oil service, I intended to remain a Petro Home Services customer for their furnace maintenance program. Therefore the credit would apply to the new account. I believed the matter was resolved and did not attempt to schedule any maintenance during 2020 due to COVID restrictions. I did not want a technician to enter my home for non-emergencies during the pandemic. The furnace was new so I did not see a major risk in postponing till 2021. Recently, I called to schedule furnace maintenance. I was informed by Brittany G*******, in customer service, that no credit was applied to my account. However she did confirm the exchange between Mr. H********** and myself. I resent her the photos and supporting information on 10/22/2021. Another supervisor was supposed to contact me and to date, I have not heard anything. I reached out once more to Ms. G******* on 11/2/2021, still no reply. I provided the information requested, followed up multiple times, but to no avail. My property was damaged and Petro Home Services should reimburse me for the damages as agreed.

  Business response

  12/30/2021

  Upon review of the acct we are applying a credit of $813.20 To ***********************************'s account, once the credit is posted to her account I will call  ************************************** to inform her that I am mailing her refund.

   

   

*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. ↩