ComplaintsforPetro Home Services

• Initial Complaint

  11/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Petro Oil Service I have a service agreement with Petro. I called for service because my furnace isn't working. I am a senior citizen.I called on Tuesday 11/9/2021 in the morning. I was told someone would be out that day. I called back at 6PM because no one showed or called. I was told the technician was an hour away and would be there before 8PM. No one called or showed. I called again on Wednesday 11/10/2021 several times. The same thing happened all day. I was told someone was on the way. Thursday was much the same thing. I called several times and was told several time's that someone was on the way. I called back again Thursday evening as I am very angry that I have no heat. A manager called me Thursday evening about 9PM and told me that someone would be at my house today between 8AM - 12PM. No one has been here or called again.My furnace is in my crawl sp0ace. I am sure that has something to do with the lack of service but if they don't have any one who wants to work on my furnace then why do they continue to allow me to renew my service agreement! This is not the first time that I have received poor service. I am on a fixed income and this company has offered me discounts, etc each year. This is very poor service.

  Business response

  12/13/2021

  ***************** thank you for contacting Petro with your concerns & affording us the opportunity to respond. I have reviewed your account and your concerns of service. You're a long time loyal customer with us since 2014 holding 2 accounts for delivered product of propane and oil. The account being referenced here is your oil account your concern is your service request. Reviewing your account history and service records to date you have had 25 service calls since 2018. You currently hold our Value Plan service agreement with enhancement 24/365 coverage. 

  Based on our records you have stated and we have found your current heating unit to be very old 20 plus years & requiring frequent and extensive repair resulting in conversion consideration in October of 2020 to a heat pump system. On 11/10 we received a service request for no heat it was stated to us during the service request the tank was believed to be out of oil a full oil delivery was made the next day 11/11. A follow up service request  was received for no heat. I do apologize for any delay or extended wait you may have experienced during your request. During extreme temperatures, severe weather or acts of God we experience higher than normal requests for service. During these periods we extend our service window to ensure we're providing accurate wait times and relaying realistic expectations to our customers.

  We take no heat service requests in the order in which we receive them so no customer is without heat for an extended period to avoid potential dangerous conditions. Reviewing your extensive service history this appears to be a one of concern with an extended arrival time. The initial request for assistance was for out of oil our delivery time frame is 3-5 days we delivered the next day. There was a concern over the billing of the Value Plan service agreement and services rendered. In 2021 you have had a total of 4 service calls including your tune up for a total contract savings of $934.80. The full value of your selected plan is $491.90 for the year for savings of $442.90. Your service agreement is up for renewal I'd be more than happy to offer you an $50 loyalty credit for the upcoming year for your service concerns.

  Again we apologize for any inconvenience you may have experienced, we appreciate your years of loyalty and thank you for the opportunity to address your concerns. If there is anything else I can do for you please remember we are here 24/7 for your service needs.

  Kind  Regards,
  
  Leah H*******
  Customer Service  Supervisor

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

• Initial Complaint

  11/08/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Sales rep created an account that we didnt authorize nor signed for. Have text messages saying we were still shopping around and a reply from him saying "that's ok and let us know what you decide"Sent a delivery to our house that we had no knowledge about till I noticed my fuel gauge. Called and said we never signed an agreement with them and asked why was oil delivered. Now they are trying to charge us for oil that we didnt ask for and a $500 termination fee for a contract we never signed. We are willing to pay for the oil even though we did not authorize it but, we should not have to pay for a termination fee for a contract we never signed.

  Business response

  11/17/2021

  November 17, 2021
  
  Re: ************************* of *****************************************************************************
  
  To Whom It May ****************** have received your communication regarding the above complaint. Our response is as follows:
  
  As per a conversation with a Petro representative, ****************** established a new account for automatic fuel oil delivery, Automatic delivery refers to fuel oil delivered automatically.  It is based upon the customers previous consumption and current weather conditions. The customer does not request individual deliveries.
  
  On September 3rd, ****************** agreed to a ceiling plan to protect his oil price.This plan provides protection so a customers price per gallon does not to exceed a set price for one year. With this plan, we also secure oil to ensure this price protection. If the contract is cancelled prior to the end date, an early termination fee of $399.00 is charged.
  
  Additionally,****************** also agreed to a yearly service agreement to cover the cost of potential repairs to his heating equipment in his home. The yearly cost of this agreement was $199.95.
  
  Following the conversation on September 3rd, a written contract of this agreement was emailed to ****************** and an oil delivery was then made for **** gallons. Unfortunately, ****************** never signed or returned his written agreement.
  
  At this time, ******************** account has been terminated upon his request. A credit reversing the early termination fee and the yearly service agreement has been issued. Once these transactions are reversed, ****************** agrees to pay the balance of $189.01 for the oil delivered to his home.
  
  We would like to thank ****************** for his patience throughout this matter, and we are always willing to welcome him back to provide him with any of his home heating needs.
  
  If you require any additional information please feel free to contact us.
  
  Sincerely,
  
  
  ***********************************
  Administrative Manager
  Petro Home Services
  ****************************************
  ************

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested and got propane service though TankFarm. They in turn used Petro Home Services. I had many, many conversations about the install with **** and **** from TankFarm. I have many conversation with ***** from Petro Home Services. The install was not going to be billed out separately. It was included in the service. I just received a **** for $359.95 for the install, No one including ***** from Petro is returning my calls. I was told that I would not receive a bill for the install. This is outrageous.

  Business response

  12/16/2021

  *********************** had concerns with Petro Home Services installing and setting up propane tanks at his home and billing him $359.95. He was also concerned that after multiple attempt to contact us we were not returning his phone calls. *************************, Customer Service Supervisor, contacted ************** on December 1, 2021 to discuss his concerns. She apologized for the lack of communication he feels he wasnt getting as that was not our intent. She then made sure to give him a breakdown of the charges for his propane work that Petro completed. She explained that we credited $89.95 as promised for checking his gas lines. She then told him that the remaining $270.00 was for Petrp installing 15 feet of piping at $18 per foot. ************** was fully aware of this and he had already made the payment of $270.00 on November 18, 2021. He had no other issues to report at that time.

• Initial Complaint

  10/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Petro Home services fuel oil delivery without owner's agreement I didn't open an account on Perto home services in NJ. Once opened an account in New York in 2019 but it has been closed in 2020 I bought a house on 31th Mar in NJ On 23th April, Petro home services called me to delivery, I rejected delivery, I am not live there yet and I don’t need oil. But Petro Home services still delivery the oil in to my house without me agreement. And then urged me to pay bill I had call to Petro Home services pump oil out, howeven Petro Home services rejected. And then change the bill to ******* ****** ************ On 6th Oct I call Petro homer serivces regrading the bill, the telephone operato transferred the call to the credit supervisor. The supervisor apologized to me and said that would call me back and tell the date they came to pump oil out. I waited for a day and didn’t get a call from them, I called them again today(7th), and they replied me that I have to pay total$727.48, They changed

  Business response

  10/13/2021

  As previously discussed through numerous conversations the account being open was valid and we were approved to run credit in order to establish the account. At the time of the first delivery attempt you advised you didnt want that specific delivery and wanted to be notified prior to deliveries. A delivery notification was documented on your account with the phone number you requested and we made a call before the next delivery confirming we were coming out on April 23rd 2021. Several days later you has asked for the deliveries to be closed completely which we did. The delivery on April 23rd stands and has been in your tank almost 6 months now. As previously stated the account has gone to collections and any further discussion can be addressed with our collection agency. 

  Customer response

  10/21/2021

  [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

  09/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was contacted by a Petro solicitor last year, with an offer to provide home heating oil. The offer included a discount. I clearly informed the caller that I was in the process of converting to gas heat in the coming year. I also requested a partial delivery ( half a tank) because of the time of year.He assured me that neither concern was a problem. I cancelled my then current provider, and Petro delivered a full tank of oil.I paid all my Petro bills immediately, but when I did in fact convert to gas, they gave me additional fees for cancelling the service. I contacted the office, and suggested we review the telephone solicitation tape recording. In fact I made this offer twice but Petro has not followed through with my request. They continue to send me bills, with late fees. I have written twice and received no response. I am at a loss how to resolve this issue. I can provide attachments of letters written to Petro to resolve the issue. False solicitation is wrong.

  Business response

  09/28/2021

  ********************* thank you for choosing Petro and allowing me the opportunity to address your concerns. Petro offers delivery service for multiple fuel sources and related maintenance service for all of your home and business needs and with it multiple pricing plans.  Your account was opened on 1/12/21 for automatic delivery service of oil for the residential property located at ************* Pikesville, MD *******.

  At this time the pricing plan selected was our ceiling plan which allows for a competitive fluctuating price not to exceed the agreed upon ceiling amount of $2.499 price per gallon for the term of 1 year. Due to the price protection built into this pricing plan there is an early termination fee of $399. The account was also provided a $100 promotion credit applied to the account at the time of opening with the commitment the account would remain open & active for the term of 1 year.

  The $399 early termination fee was waived the remaining balance on the account were not penalty fees but the reversal of the $100 promotion credit that was previously applied to the account balance for oil/services rendered. Petro does employ inside and outside sales representatives, out outside sales representatives do solicit customers/accounts from the field and for this reason the sales calls/agreements are not recorded & the recording of this contract could not be reviewed.

  In the interest of resolution I will apply the $100 promotional credit back to the account & remove any and all incurred late fees to bring the account to a zero dollar balance. There will be no further collection activity on this account as it was terminated 6/18/21.

  Thank you for allowing Petro to service your home and good luck with your fuel conversion. If you require anything additional in this matter or require home services in the future please feel free to give us a call we are available 24 hours a day, 7 days a week for your needs.

  Kind Regards,
  
  Leah H.
  Customer Service Supervisor

  Petro Home Services

  Customer response

  11/11/2021

  Thank you for resolving my complaint. ********************

• Initial Complaint

  08/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Petro home services was providing us with heating oil for the home. Our contract was for a calendar year that expired in June/July of 2021. We were on a payment plan at $200 a month. At the end of the contract we had a surplus of $785.04 which is owed to us and we're told it would be receive no later than 7/13. We did not renew contract with Petro. Petro has failed to issue the money back. I've contacted them on 4 separate occasion and was told the check has been sent but to call back if not received in two weeks. Two weeks passed each time and no check. Then I call and they state their computer was down so they have to cancel the check and reissue a new one. I've never received a cancelled check or any check. Just a lot run around from the employees and supervisors.

  Business response

  09/28/2021

  The customer was refunded his credit balance of $785.04 on 9/1/21. There was a delay due to our system issues and payments being adjusted. The customer had several items on his account that needed to clear our syaytem before a payment could be refunded. The refund for this customer was attempted twice but cancelled due to the refund amount not being correct. 

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