Peterson Oil Service, Inc.

I called The above named company to have a Flow Valve replaced for my furnace. Before he began I asked the technician about the cost of replacing the valve. He informed me that it would be about $140.00 to which I said go ahead and do the job. I received a bill in the amount of $269.00. I called and mentioned to them what the technician had said, to which they replied; technicians are not suppose to quote prices. They tacked another $10.00 to the total cost of the bill which I received one week after my phone conversation with them. I received a call from them approx. 3 months later threatening to take me to small claims court. I told them that I would be more than glad to pay the $140.00, but, that the bill was excessive. I would not have had the job done if I was told that it would cost that much. I own a business and would have done it myself accept that it was more convenient to have them do it at that time.Product_Or_Service: Flow valve replacementAccount_Number: XXXXXXXDesired SettlementI priced the flow valve on [redacted] and also [redacted] They sell for approx., $77.00. The technician was at my house for approx. 10-15 min. I am more than willing to pay the $140.00 as quoted. When I quote a price to a customer, that is what they pay. I expect the same integrity from them.Business Response Customer had a service done by Peterson oil on 10/24/2013. The technician was at the customers home from 3:37 to 4:18 installing a Taco power unit. We charge by the hour. Customers rate was $90 for the hour for labor and the part was $165.54. The customer was never quoted a price by a technician because they do not know prices. They are field techs and have no knowledge of the office workings. The customer paid the service balance on 10/29/13 when he called to order another oil delivery and then made another payment of $50. on 12/4/13. Leaving an oil balance of $242.41. At no time between the service call and May of 2014 did the customer ever call and complain about the cost of the service. The complaint came when I called the customer about his outstanding oil balance, at which time the customer stated he was not paying anymore because he found the part we installed cheaper on [redacted] I had sent the customer a settlement letter agreeing to forgive all accrued finance charges if he was to pay for the oil balance, but in turn he decided to write to you. We would be more than happy to settle the balance on the oil delivered less the amount already paid.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)They are not being honest. I never owed a balance on an oil delivery. As for the technician, He did in fact give me an estimate of $140.00. I have a business of my own and when a price is quoted that is the amount charged. I cannot speak for their comment about technicians not knowing prices, all I know is that this one did. I have never taken this sort of measure before. There is no history in my background to show I have never complained about a business before. This is not a matter of money but, honesty and principle. I am embarrassed for Peterson Oil Company and the extent they will go to not to honor a quote. They can continue to insist that hat tech's do not know prices. If that's the case than the tech that serviced us should have stated he did not know, and I would have contacted the company for that information. Honor your tech's mistake. Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I accept the resolution. I did in fact reached out to them over the phone. On one occasion I was treated rudley. It's quite possible that the male on one occasion and the screaming female on another has been dishonest about this, in house. I am grateful for the resolution and the help given by the Revdex.com.Final Business Response We do not wish to proceed any further with collections on the account. If the customer believes that strongly that we did not charge properly for the service provided then we will write off the balance. We do believe we acted fairly and professionally through this process. The customer never once reached out to us to dispute the balance. The issue only arose when we tried to collect on the outstanding balance. Thank you

We paid for a year long maintenance contract in September 2013. We called for service in March 2014 and they refused to honor the contract. We paid for a one year service contract for our heating system on 9/4/13. We called for service several times in March 2014 and they refused to honor the maintenance contract saying that since we switched from scheduled delivery to on-call we are no longer a customer. We should not have to lose the money we paid simply because we went to 'on-call' status. We asked for our money back or a service call. They have refused both. Desired Settlementsince they have refused to service our account and refused to honor the contract, we will be forced to call another maintenance company. Therefore, we would like a refund of the contract monies paid.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@petersonoil.comMrs [redacted] called Peterson Oil Service on 12/23/2013 and stated she wants her account closed because we ran her out of oil. We had been trying to reach Mrs [redacted] for about 2 weeks regarding an outstanding balance from October. We had left messages on 12/10/13 and 12/16/13, and then on 12/23 we followed up from a night call that was made on 12/22 by the [redacted] Our service tech had brough them 10 gallons of heating oil to get them through the night since our office was closed. At that point on 12/23 Ms. [redacted] had returned our call and said that she wants her account closed becaue we let her run out of oil Our [redacted] explained to her that we had been trying to reach her. Mrs. [redacted] then said to close the account and hung up. We then did just that, closed the account. On 1/3/14 Mr [redacted] called looking to schedule a service call, our [redacted] told him that Mrs. [redacted] closed the account. He then requested it be reopened and we explained that he had to buy oil from us to continue to use us for service. He then agreed. We went out and did the service. Then there was another service issue called in on 1/8/14 that we went to and repaired. The calls were not covered under their service plan, but we agreed to credit the calls because Mrs. [redacted] stated shenever agreed to have us repair anything that was not covered under the service policy. We credited [redacted] inservice calls to try and please Mrs. [redacted] On January 29 Mrs. [redacted] sent in a letter that she was not paying the bills and wants account closed...again. I then closed the account again and we mailed back a refund of [redacted] per her request.On March 24 Mr. [redacted] called looking for another service call, at that point we told them the account had been closed and we could not do the service. The service plan has been on the account since August 2013 and has been used many times over and our customer handbook states that we do not refund service plans after 30 days of renewal. We feel we went above and beyond to try and please the [redacted] to no avail. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Unfortunately Peterson Oil's response is misguided and inaccurate. I called in December to be put on "on call" status after running out of oil nearly every one of the 12 years we have been an auto delivery customer. The service contract was a separate purchase and has nothing to do with how often we get an oil delivery. As soon as we actually needed service and attempted to use the purchased plan, Peterson tried at every turn to find a way to up-charge us. We called on a Thursday - they pushed our service out to a Saturday and then tried to up-charge us for a weekend service call etc. At no point did I sign any paperwork indicating that there were charges above and beyond our contract. At no point did I have a discussion with a service tech that any work was above and beyond our service contract. I find it incredulous that Peterson Oil thinks they can just take our money for a service contract and then cancel a few months later it on a whim because we actually tried to use it. The YEAR LONG service contract was paid for in August 2013 and they cancelled it because it was no longer cost effective for them. They like customers that pay and never need to use it. We did not pay money into a "service expense account"...we paid for a "service plan". It is irrelevant how many service calls Peterson made or how much it cost them; however, their reference to money is undeniable proof that that is their line of thinking. When a customer is costing them too much - cancel them.Final Business Response Peterson Oil Service does feel that we honored the contract. We credited [redacted] in service calls that Peterson Oil performed that were not covered under the service plan that were billable services to try and make the consumer happy. The service plan is non refundable after 30 days, which is stated in the customer handbook. The customer has used the plan and has been on the account since 07/2013, we will not be refunding it. We wish the customers well and are sorry that we could not come to a mutual outcome. We wish them the best.

I called The above named company to have a Flow Valve replaced for my furnace. Before he began I asked the technician about the cost of replacing the valve. He informed me that it would be about $140.00 to which I said go ahead and do the job. I received a bill in the amount of $269.00. I called and mentioned to them what the technician had said, to which they replied; technicians are not suppose to quote prices. They tacked another $10.00 to the total cost of the bill which I received one week after my phone conversation with them. I received a call from them approx. 3 months later threatening to take me to small claims court. I told them that I would be more than glad to pay the $140.00, but, that the bill was excessive. I would not have had the job done if I was told that it would cost that much. I own a business and would have done it myself accept that it was more convenient to have them do it at that time.Product_Or_Service: Flow valve replacementAccount_Number: XXXXXXXDesired SettlementI priced the flow valve on [redacted] and also [redacted] They sell for approx., $77.00. The technician was at my house for approx. 10-15 min. I am more than willing to pay the $140.00 as quoted. When I quote a price to a customer, that is what they pay. I expect the same integrity from them.Business Response Customer had a service done by Peterson oil on 10/24/2013. The technician was at the customers home from 3:37 to 4:18 installing a Taco power unit. We charge by the hour. Customers rate was $90 for the hour for labor and the part was $165.54. The customer was never quoted a price by a technician because they do not know prices. They are field techs and have no knowledge of the office workings. The customer paid the service balance on 10/29/13 when he called to order another oil delivery and then made another payment of $50. on 12/4/13. Leaving an oil balance of $242.41. At no time between the service call and May of 2014 did the customer ever call and complain about the cost of the service. The complaint came when I called the customer about his outstanding oil balance, at which time the customer stated he was not paying anymore because he found the part we installed cheaper on [redacted] I had sent the customer a settlement letter agreeing to forgive all accrued finance charges if he was to pay for the oil balance, but in turn he decided to write to you. We would be more than happy to settle the balance on the oil delivered less the amount already paid.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)They are not being honest. I never owed a balance on an oil delivery. As for the technician, He did in fact give me an estimate of $140.00. I have a business of my own and when a price is quoted that is the amount charged. I cannot speak for their comment about technicians not knowing prices, all I know is that this one did. I have never taken this sort of measure before. There is no history in my background to show I have never complained about a business before. This is not a matter of money but, honesty and principle. I am embarrassed for Peterson Oil Company and the extent they will go to not to honor a quote. They can continue to insist that hat tech's do not know prices. If that's the case than the tech that serviced us should have stated he did not know, and I would have contacted the company for that information. Honor your tech's mistake. Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I accept the resolution. I did in fact reached out to them over the phone. On one occasion I was treated rudley. It's quite possible that the male on one occasion and the screaming female on another has been dishonest about this, in house. I am grateful for the resolution and the help given by the Revdex.com.Final Business Response We do not wish to proceed any further with collections on the account. If the customer believes that strongly that we did not charge properly for the service provided then we will write off the balance. We do believe we acted fairly and professionally through this process. The customer never once reached out to us to dispute the balance. The issue only arose when we tried to collect on the outstanding balance. Thank you

We paid for a year long maintenance contract in September 2013. We called for service in March 2014 and they refused to honor the contract. We paid for a one year service contract for our heating system on 9/4/13. We called for service several times in March 2014 and they refused to honor the maintenance contract saying that since we switched from scheduled delivery to on-call we are no longer a customer. We should not have to lose the money we paid simply because we went to 'on-call' status. We asked for our money back or a service call. They have refused both. Desired Settlementsince they have refused to service our account and refused to honor the contract, we will be forced to call another maintenance company. Therefore, we would like a refund of the contract monies paid.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@petersonoil.comMrs [redacted] called Peterson Oil Service on 12/23/2013 and stated she wants her account closed because we ran her out of oil. We had been trying to reach Mrs [redacted] for about 2 weeks regarding an outstanding balance from October. We had left messages on 12/10/13 and 12/16/13, and then on 12/23 we followed up from a night call that was made on 12/22 by the [redacted] Our service tech had brough them 10 gallons of heating oil to get them through the night since our office was closed. At that point on 12/23 Ms. [redacted] had returned our call and said that she wants her account closed becaue we let her run out of oil Our [redacted] explained to her that we had been trying to reach her. Mrs. [redacted] then said to close the account and hung up. We then did just that, closed the account. On 1/3/14 Mr [redacted] called looking to schedule a service call, our [redacted] told him that Mrs. [redacted] closed the account. He then requested it be reopened and we explained that he had to buy oil from us to continue to use us for service. He then agreed. We went out and did the service. Then there was another service issue called in on 1/8/14 that we went to and repaired. The calls were not covered under their service plan, but we agreed to credit the calls because Mrs. [redacted] stated shenever agreed to have us repair anything that was not covered under the service policy. We credited [redacted] inservice calls to try and please Mrs. [redacted] On January 29 Mrs. [redacted] sent in a letter that she was not paying the bills and wants account closed...again. I then closed the account again and we mailed back a refund of [redacted] per her request.On March 24 Mr. [redacted] called looking for another service call, at that point we told them the account had been closed and we could not do the service. The service plan has been on the account since August 2013 and has been used many times over and our customer handbook states that we do not refund service plans after 30 days of renewal. We feel we went above and beyond to try and please the [redacted] to no avail. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Unfortunately Peterson Oil's response is misguided and inaccurate. I called in December to be put on "on call" status after running out of oil nearly every one of the 12 years we have been an auto delivery customer. The service contract was a separate purchase and has nothing to do with how often we get an oil delivery. As soon as we actually needed service and attempted to use the purchased plan, Peterson tried at every turn to find a way to up-charge us. We called on a Thursday - they pushed our service out to a Saturday and then tried to up-charge us for a weekend service call etc. At no point did I sign any paperwork indicating that there were charges above and beyond our contract. At no point did I have a discussion with a service tech that any work was above and beyond our service contract. I find it incredulous that Peterson Oil thinks they can just take our money for a service contract and then cancel a few months later it on a whim because we actually tried to use it. The YEAR LONG service contract was paid for in August 2013 and they cancelled it because it was no longer cost effective for them. They like customers that pay and never need to use it. We did not pay money into a "service expense account"...we paid for a "service plan". It is irrelevant how many service calls Peterson made or how much it cost them; however, their reference to money is undeniable proof that that is their line of thinking. When a customer is costing them too much - cancel them.Final Business Response Peterson Oil Service does feel that we honored the contract. We credited [redacted] in service calls that Peterson Oil performed that were not covered under the service plan that were billable services to try and make the consumer happy. The service plan is non refundable after 30 days, which is stated in the customer handbook. The customer has used the plan and has been on the account since 07/2013, we will not be refunding it. We wish the customers well and are sorry that we could not come to a mutual outcome. We wish them the best.

We paid for a year long maintenance contract in September 2013. We called for service in March 2014 and they refused to honor the contract. We paid for a one year service contract for our heating system on 9/4/13. We called for service several times in March 2014 and they refused to honor the maintenance contract saying that since we switched from scheduled delivery to on-call we are no longer a customer. We should not have to lose the money we paid simply because we went to 'on-call' status. We asked for our money back or a service call. They have refused both. Desired Settlementsince they have refused to service our account and refused to honor the contract, we will be forced to call another maintenance company. Therefore, we would like a refund of the contract monies paid.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@petersonoil.comMrs [redacted] called Peterson Oil Service on 12/23/2013 and stated she wants her account closed because we ran her out of oil. We had been trying to reach Mrs [redacted] for about 2 weeks regarding an outstanding balance from October. We had left messages on 12/10/13 and 12/16/13, and then on 12/23 we followed up from a night call that was made on 12/22 by the [redacted] Our service tech had brough them 10 gallons of heating oil to get them through the night since our office was closed. At that point on 12/23 Ms. [redacted] had returned our call and said that she wants her account closed becaue we let her run out of oil Our [redacted] explained to her that we had been trying to reach her. Mrs. [redacted] then said to close the account and hung up. We then did just that, closed the account. On 1/3/14 Mr [redacted] called looking to schedule a service call, our [redacted] told him that Mrs. [redacted] closed the account. He then requested it be reopened and we explained that he had to buy oil from us to continue to use us for service. He then agreed. We went out and did the service. Then there was another service issue called in on 1/8/14 that we went to and repaired. The calls were not covered under their service plan, but we agreed to credit the calls because Mrs. [redacted] stated shenever agreed to have us repair anything that was not covered under the service policy. We credited [redacted] inservice calls to try and please Mrs. [redacted] On January 29 Mrs. [redacted] sent in a letter that she was not paying the bills and wants account closed...again. I then closed the account again and we mailed back a refund of [redacted] per her request.On March 24 Mr. [redacted] called looking for another service call, at that point we told them the account had been closed and we could not do the service. The service plan has been on the account since August 2013 and has been used many times over and our customer handbook states that we do not refund service plans after 30 days of renewal. We feel we went above and beyond to try and please the [redacted] to no avail. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Unfortunately Peterson Oil's response is misguided and inaccurate. I called in December to be put on "on call" status after running out of oil nearly every one of the 12 years we have been an auto delivery customer. The service contract was a separate purchase and has nothing to do with how often we get an oil delivery. As soon as we actually needed service and attempted to use the purchased plan, Peterson tried at every turn to find a way to up-charge us. We called on a Thursday - they pushed our service out to a Saturday and then tried to up-charge us for a weekend service call etc. At no point did I sign any paperwork indicating that there were charges above and beyond our contract. At no point did I have a discussion with a service tech that any work was above and beyond our service contract. I find it incredulous that Peterson Oil thinks they can just take our money for a service contract and then cancel a few months later it on a whim because we actually tried to use it. The YEAR LONG service contract was paid for in August 2013 and they cancelled it because it was no longer cost effective for them. They like customers that pay and never need to use it. We did not pay money into a "service expense account"...we paid for a "service plan". It is irrelevant how many service calls Peterson made or how much it cost them; however, their reference to money is undeniable proof that that is their line of thinking. When a customer is costing them too much - cancel them.Final Business Response Peterson Oil Service does feel that we honored the contract. We credited [redacted] in service calls that Peterson Oil performed that were not covered under the service plan that were billable services to try and make the consumer happy. The service plan is non refundable after 30 days, which is stated in the customer handbook. The customer has used the plan and has been on the account since 07/2013, we will not be refunding it. We wish the customers well and are sorry that we could not come to a mutual outcome. We wish them the best.