Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back on November 18, ****** and **** came to inspect my oil tank, gas burner as a new customer. I signed the service agreement for my unit and rental. I informed them that my rental unit is empty, and to deliver oil when I have a tenant. I told them Ill contact them when I have a tenant. On 12/02, received an oil delivery. After work, I noticed the invoice on both doors, $539.85 for my unit and $730.60 for the rental unit. I received an email receipt, stating $730 was for my unit and $539 for the rental unit. I also paid $528 for the service agreement, in which no service was done, aside from oil delivery. As soon as I noticed the email, I responded asking why was I billed twice when I thought the plan was to wait until I have a tenant, to then deliver some oil. ****** called me the following day on 12/3, to explain herself, stating I agreed to 150 gallons upon delivery, not acknowledging that I said when I have a tenant. I mentioned about my attorney contacting their office. She called me back stating her boss (****) agreed to reimburse the service agreement charge since they didnt do a tune up. The year is about to be over and still no reimbursement. My attorney advised to just let it go but I want BBB to be aware of the customer service received from ********************** oil, no acknowledgement. Thankfully I have now found a very reliable, communicative oil company to service our heating needs. Dupuis Oil is just another money hungry business.

  

  Business Response

  Date: 12/31/2024

  *********, we are sorry that we could not work together to come up with a solution for this dispute and continue doing business. We have put through the reimbursement for the service contracts per your request and have refunded your credit card $528.00. The oil agreement does state that we were to deliver oil to both tanks at the same time. If you recall the tenant tank was almost empty which is why we recommended putting some fuel into that tank. ****** did mention we would be willing to bill the tenant when they moved in for that oil. 

  Customer Answer

  Date: 12/31/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Before or after she quickly hanged up the phone, after explaining herself, without acknowledging that I thought the plan was to wait until I have a tenant. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  

  Business Response

  Date: 01/06/2025

  We are sorry that we couldn't work together with you to come up with a plan to retain you as a customer. Your prompt termination of the accounts really only left us with the option to credit the service contracts. We wish you the best of luck with your new company

• Initial Complaint

  Date:03/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid ****** June of 2022 for a 1 year service contract that includes a free boiler cleaning. I am 9 months into the contract I asked for the cleaning and was told that it was canceled. If I have a 1 year contract why did the cancel after 9 months if I have a 1 year contract.. The way the contract reads I would have 1 year to use 200 gallons. I was never told when I would have to use 200 gallons during the year. I cannot get answers to these questions.I am requesting a copy of my service contract I have asked a few times ? Why was the service contract canceled? -- I was never notified that It would be canceled Why ? --I was never notified that it was cancelled Why ?Is the service contact a 1 year contract ? -What amount of oil do I have to use within the contract period to keep the contact open ?

  

  Business Response

  Date: 03/28/2023

  **************** contacted our office on 3/22/23 looking to have a boiler cleaning performed for his home. Upon reviewing the account, it was discovered that **************** had purchased a Conservation Maintenance Plan on 6/17/2022 for $239.00. 
  
  We reviewed his account and our service department noticed that he had not purchased any fuel oil from us since 4/7/2022, and the account was on a will call basis, both of which void the service contract. We also discovered that **************** was a customer for several years prior to this and was averaging between ***** gallons of oil per year with us. It became clear to us that he has been purchasing fuel oil from some other company, which again voids the service contract. At the time of discovery, we explained to ***** that we would not be servicing the boiler because of the service contract stipulations listed under #7. I have listed this same section below for review.
  
  #7 This agreement will be void if all fuel oil requirements are not purchased from Dupuis Oil, a minimum of 200 gallons are not purchased for the Conservation Maintenance Plan or a minimum of 500 gallons are not purchased for the Premium Maintenance Plan, customer removes his or herself from automatic delivery status, customer is placed on credit hold due to unpaid balance, customer procures heating equipment service from any person other than an authorized service representative of Dupuis Oil, or the property is vacant or untended.
  
  After speaking at length with **************** and attempting to move past this situation, we offered to provide him with a full credit for the contract $239.00 even though he voided the contract. Per his request, we have mailed him a copy of the service contract for his review. We have also mailed him a check for the full $239.00 on 3/25/2023. 
  
  

  Customer Answer

  Date: 03/28/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****