Petro Heating & Air Conditioning

April 13, Re: [redacted] of [redacted] *** To Whom It May Concern: Mr [redacted] recently spoke with our Service Manager, [redacted] regarding his complaint on recent plumbing services performed at his homeAn adjustment towards the labor charge has been processed and Mr [redacted] has agreed to the remaining balanceWe apologize for any misunderstanding and appreciate Mr [redacted] ’s patience in this matterIf you need any other information or if I can be of any further assistance, please contact me at your earliest convenience Sincerely, [redacted] Customer Service Manager Petro Home Services [redacted]

February 12, Re: [redacted] of [redacted] To Whom It May Concern: We have received your communication regarding the above complaintMrs [redacted] has been a customer of ours since for service on both heating systems for her tenants at [redacted] RI Over the years, Mrs [redacted] has purchased a yearly service agreement to cover annual maintenance as well as service calls and some parts on each of the heating unitsOn March 17, Mrs [redacted] reached out to our office to inform us her tenant located in apartment B had run out of oil and had no heat in the homeA service technician arrived later that eveningIt was necessary for our technician to put ten gallons of oil in the oil tank and prime and start the burnerThis service call was billed to Mrs [redacted] at a total of $This was a billable call due to the fact that Mrs [redacted] ’s tenants do not purchase heating oil from PetroWithin our terms and conditions of our service agreements, the coverage is only available to our automatic delivery customers who purchase all their heating oil from us After further review, the service slip left at the time of this service call in question was noted as no chargeThe technician did not bill the call correctly as they likely were unaware that the tenant was purchasing fuel elsewhereAt this time, the charge of $as well as any late fees will be removed from Mrs [redacted] ’s accountHowever, upon renewal of each service agreement in July if the tenants fail to purchase their heating oil from Petro, each service agreement will be removed from Mrs [redacted] ’s account as we can not continue to offer this coverage to a non-buying oil customer If you require any other information or if I can be of any further assistance, please contact me at your earliest convenience Sincerely, [redacted] Customer Service Manager Petro Home Services [redacted]

October 16, Re: [redacted] To Whom It May Concern, This is a rebuttal to Mr [redacted] ’s responseAt this time to resolve this dispute, I would like to offer Mr [redacted] a reducedprice per gallon for the last delivery received on July 30, Based onenergy.ri.gov the average price per gallon effective July 31, was $2.359.By reducing this delivery to this price it would equal a total concession of $132.91.The total balance remaining would be $which would be due in fullimmediatelyPlease advise if Mr [redacted] is willing to agree to this so the adjustmentcan be made to his account Sincerely, [redacted] Customer Service ManagerPetro Home Services [redacted]

January 29, Re: [redacted] of [redacted] To Whom It May Concern: Mr [redacted] recently spoke with a Customer Service Supervisor regarding his complaint on billing service work he encountered after he ran out of heating oil at his homeAn adjustment in the amount of $has been processed to cover the cost of this billing serviceWe apologize for any inconvenience this may have caused and appreciate Mr [redacted] ’s patience in this matter If you need any other information or if I can be of any further assistance, please contact me at your earliest convenience Sincerely, [redacted] Customer Service ManagerPetro Home Services [redacted]

Revdex.com: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 # [redacted] Please add your rejection comments below I didn't use The Revdex.com's service to negotiate price with the company In regards to my tune up, they are correct I was not home in and I explained to the person scheduling that I would not be home and would leave the basement door unlocked with access to the boilerI was told this was fine and it just goes to show the lack of customer service skills that this company has in regards to documentation about a customerI believe my last fill up in May was at or close to ceiling when the average price of fuel from other companies in the area was more than a $1/gallon lessI've also had two fill ups since leaving Petro and both times my price was $1.88/gallon and once I actually rec'd an auto fillNot interest in any "settlements" when the last rep I spoke with at Petro in October offered to settle in the $600-range Regards, [redacted]

November 13, Re: [redacted] of [redacted] *** To Whom It May Concern: We have received the complaint that was forwarded to us by your officeOur response is as follows: Mr [redacted] established his Petro account with us on June 11, The account was established on automatic deliveryAutomatic delivery means that Petro will continue to deliver oil to the residence when needed based on the current weather conditions and the past consumption in the homeDuring the last year there were times that Mr [redacted] ’s oil tank was low and in need of a delivery prior to the oil tank running outThere were two deliveries for example that were much larger then expectedOne delivery on February 18, of gallons and the last delivery made to Mr [redacted] on May 26, of gallonsMr [redacted] 's consumption in January and February was higher than anticipatedThe excessive snow and storms were prohibitive to timely deliveries as wellIn May of Mr [redacted] ’s account was on delivery hold due to a past due balance and automatic deliveries were delayed until payment arrangements could be made Each year Mr [redacted] also had an annual Service Agreement to cover the heating equipment in his homeThis Service Agreement covers a list of parts in the event of a system failureThis Agreement would also cover a Tune Up on the heating system as wellMr [redacted] ’s Tune Up was completed in In Mr [redacted] was not home for the scheduled appointmentIn 2015, it was necessary to cancel Mr [redacted] ’s appointment due to an excess of emergency calls during the heating season Lastly, each year Mr [redacted] had accepted a Ceiling pricing plan which would protect his oil prices over the next year to help prevent him from being charged a higher price per gallon if the cost of oil increasedThe agreement that the customer enters into either through a signed letter or recording with Customer Service states, “Your actual delivered price will vary based on market conditions, including but not limited to, product availability, wholesale cost and other factors, but will not exceed the Ceiling Price during the Pricing Period.” What this means is that the actual price on the deliveries that the customer receives will fluctuate throughout the course of the agreementThe price is determined by a number of factors such as inventory cost; hedging costs, or the cost to protect the price of the product; cost of capital, insurance, labor cost, motor fuel costs, etcetcEssentially, the price is composed of our cost for the product plus the variable and fixed costs to run a business and a fair profit marginMr [redacted] ’s last Ceiling pricing plan was due to end on August 31, not to extend $During the past year Mr [redacted] received five deliveries and all of them were underneath his Ceiling limit ranging from $per gallon to $ At this time Mr [redacted] ’s account does have a past due balance of $once all late fees are removed from the accountI would be willing to offer this adjustment as well as monthly payment arrangements of $from November through January If you need any other information or if I can be of any further assistance, please contact me at your earliest convenience Sincerely, [redacted] Customer Service Manager Petro Home Services [redacted]

I am disappointed that it took a complaint to the Revdex.com to resolve this issue I had provided no new information and this should have been resolved without having to file a complaint Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

Mr [redacted] contacted our offices on January 9, and requested a service callHe requested that the service call occur after pm and he was informed that the last call of the day for scheduling is between and pm and that calls after pm would incur the after-hours diagnostic fee of $as opposed to the regular business hours diagnostic fee of $We agreed to meet the customer for 4:pmOur technician was on site at 4:pm and waited at the home until 4:before tagging the door to indicate that we had missed the customerWhen our technician arrived at the home later that night, he determined that some of the piping had frozen which would require a plumber to remedy before further work could be completed All customers are advised of the diagnostic fee when scheduling a service call and we would not have made arrangements to service the home if the customer had not agreed to the chargeMr [redacted] contacted our office at the beginning of March to dispute the bill and we agreed to charge him the $diagnostic fee instead of the after hours diagnostic fee of $in an attempt to resolve the conflictMr [redacted] agreed to this and he was advised that the credit for the remainder of the bill would be added to his account once the payment of $was receivedWe have not received any payment from Mr [redacted] despite having gone out to his home twice in good faith and diagnosing the system during the service callWe stand by our original offer to reduce the diagnostic fee to $

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

We have received the complaint and followed up with the customer immediatelyService Manager *** *** contacted Mr*** and advised him that the plumber who was intended for today's appointment called out sick unexpectedlyUnfortunately due to the nature of the problem, this individual was
best suited to perform the work and sending an alternate plumber would not solve the service issue at handMr*** has followed up with Mr*** and made arrangements to perform the work on a Saturday so as not to interfere with Mr. ***'s work scheduleWe expect to have this issue resolved at that appointment

April 28, 2015 Re: *** ***, *** *** ***, ***, MA Case # *** We have received the complaint that was forwarded to us by your officeOur response is as follows: Mr*** had a scheduled appointment for a tuof his heating system on January 6,
Unfortunately, due to significant cold weather and our need to service customers with no heat as a priority, it was necessary to reschedule the appointment with Mr***Mr*** was offered a $coupon towards his account as a concession which was mailed on January 7, It is never our intention to cancel appointments that have been scheduled with our customersUnfortunately, this past winter we were faced with unprecedented weather conditionsIt was imperative that our technicians focus on servicing customers with no heat as these homes faced potential significant damage and loss should the building freeze with the exceptionally low temperaturesThere were also many days over the past winter where non-emergency calls were cancelled due to hazardous driving conditions with snow and ice On January 8, Mr*** contacted our office again in regards to a sooner tune up appointmentAt this time an appointment was scheduled for April 21, between the hours of 12pm and 3pmDuring this conversation Mr*** was also given an adjustment of $towards his account as a concession On April 21, 2015, our technician arrived earlier then the original quoted time of pm to 3pmThe technician arrived at 11:30amAt this time since Mr*** was not home our technician left a note for Mr*** to contact our office in order to reschedule the tune up appointmentMr*** had contacted us later in the day upset over missing our technician earlier in the dayWe arranged another appointment for that evening between the hours of 5pm and 9pmAlso, during this conversation we gave Mr*** an additional $concession towards his account due to the misunderstandingThat evening our technician was able to perform a complete the tune up for Mr***. We apologize for the inconvenience of rescheduling the tune-upThroughout the summer we do offer appointments in the evening as an option for our customers with day-time working hours and would welcome the opportunity to work with Mr*** to determine a date and time that would work best for him next year. If you need any further information, please feel free to contact me Sincerely,

January 11, Re: *** ***, *** *** *** *** ** Case # 1*** We have received the complaint that was forwarded to us by your officeOur response is as follows: Mrs*** contacted us in regards to the conversion of her heating system from Oil to Natural GasThis
replacement also included removing the old heating system and oil tank as well as converting a total of three home appliances from Propane to Natural GasBetween the wait times from *** *** installing a new gas line for Mrs*** to the extended wait time from two of our sub contractors it is disappointing that this installation has taken much longer then expectedHowever, I am pleased to say that the installation is almost completed for Mrs***At this time, the work that has been preformed needs to be inspected by the Town as well as *** *** before the job can be completedWe have hopes within the week everything will be completed for Mrs***If you need any further information, please feel free to contact meSincerely, *** *** Petro Homes Services Customer Service Manager *** *** ***
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Mr*** has been a customer of ours since Each year the service agreement renews automatically and a bill is generated for the customerService agreements renew automatically so that there is never an interruption in service for the customerWhen the bill is generated, a copy of the
agreement and it's terms are sent to the customer which includes notification that if the customer no longer wishes to maintain the service agreement, they are required to notify our offices within daysMr***'s service agreement billed on September 11, On November 8, we received an email from Mr*** asking us to "do better" on the price of his service agreement and referencing the fact that it cost $when he signed as a customer years agoA customer service representative was able to make contact with Mr*** on November 12th and a discussion took place regarding the price of the service agreement as well as the price per gallon of oilAt the end of the conversation, Mr*** indicated that he would look into the pricing further and get back to usOn November 14th, Mr*** emailed our offices again and requested that we provide him with a free service agreementWe made mutliple attempts to reach Mr*** by email, phone, and mail to discuss his request but the attempts went unansweredAt this point the charges on the account are for the service agreement and late fees associated with the service agreementDue to the fact that the service agreement was never used and as a reflection of the many years that Mr*** has been a customer of ours, we have made the decision to remove the service agreement and reverse the charges for the agreement as well as the late feesWe do hope to be able to resume our business relationship with Mr*** in the future

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

To whom it may concern:We have received your
communication regarding *** *** of ** *** *** in *** ***,
RIMrs*** became a customer of ours on May 15, for automatic
delivery of home heating oil “Automatic
delivery” is when fuel oil is delivered automatically
based on the customer’s
previous consumption as well as the current weather conditionsThe customer
does not need to request individual deliveriesAt the time Mrs*** also
entered into a protected price Ceiling plan for one yearThe ceiling pricing
plan would protect her oil prices over the next year to help prevent her from
being charged a higher price per gallon if the cost of oil increasedMrs***
accepted the terms and conditions of this pricing contractThe terms include
that the account must remain on automatic delivery for the period of one year
and if for any reason the account was canceled prior to that, there would be
any Early Termination Fee of $This pricing plan was due to end on May 31,
When Mrs*** accepted these terms, Petro secured oil for one year and
paid a cost of protection to our supplier to do soMrs*** also agreed to an annual
Service Agreement to cover the heating equipment in her homeThis Service
Agreement covers a list of parts in the event of a system failureThis
Agreement would also cover a Tune Up on the heating system as wellMrs
*** also chose a payment option we offer to our customers free of charge
which is called a SmartPay planThis is a monthly payment plan where customers
can break down the cost of the upcoming fuel oil deliveries as well as their
annual Service Agreement in easy monthly payments as opposed to paying for each
delivery in full within thirty days.On
July 21, Mrs*** contacted our office and requested to remove the
annual Service Agreement as well as the monthly Smartpay planMrs***
mentioned that her husband had a friend who could help with any service needed
to the heating system and the Samrtpay was removed due to the fact that she
planned on installing a pellet stove to help supplement the heating oil in the
homeBoth requests were fulfilled during that telephone conversationThe next
day on July 22, an email was sent to Mrs*** to confirm these changes
that were made to the account and to confirm her account would remain on
automatic oil deliveryI have attached this email for your records.Later
on November 2, Mrs*** received her first oil delivery with Petro
Mrs*** contacted our office after receiving this delivery to dispute this
chargeIt was explained to Mrs*** what changes she had requested to be
made to the account were completed but the Early Termination Fee would be
charged if the account was canceled prior to the end of the Ceiling pricing
plan.If
you need any other information or if I can be of any further assistance, please
contact me at your earliest convenience.Sincerely, Catherine HarrisonCustomer Service ManagerPetro Home [email protected]***

Good Morning Mrs ***, I believe that this has been resolved with our Service Supervisor *** *** and yourself If that is not the case, we will make sure that we resolve this for you ***'s office line is *** *** *** if you need to reach him We can also call you if
that is easier? thanks

June 23, Re: *** ***, ** *** *** *** ** Complaint# *** We have received the complaint that was forwarded to us by your officeOur response is as follows: Mr*** opened a new heating oil account with Petro on February 9,
At the time Mr*** agreed to a protected price program for his upcoming oil deliveriesAfter receiving this complaint, our Regional Sales Manager contacted Mr*** to discuss in detail how our protected price program works and what price per gallon Mr*** would be charged I am pleased to say that any confusion has been resolved with Mr***As a token of good faith we have also applied a free Service Agreement to cover Mr***’s heating system If you need any further information, please feel free to contact me Sincerely, *** *** Petro Homes Services Customer Service Manager Knight Street Warwick, RI ***
***

June 6, Re: *** *** of ** *** *** *** *** ** *** To Whom It May Concern: We have received the complaint that was forwarded to us by your officeOur response is as follows: Mr*** contacted our offices on February 14, to request a
service call as he had no heat in one zone of his houseDue to extreme weather conditions including sustained sub-zero temperatures and high winds, we were experiencing a significant surge in service calls at that timeIt was unfortunately necessary to prioritize calls based first on threat to an individual’s life and then threat to a customer’s propertyAny calls that did not contain one of those threats were postponedSituations where an entire house was without heat took precedence over a location that was experiencing heat loss in one zone onlyAgain, this was required due to severe weather conditions at the time Upon arrival to Mr***’s home, the technician found that the zone in question was frozen due to inadequate insulation in that portion of the homeThis, coupled with the sub-zero temperatures and high wind, is what caused the loss of heat in that particular zoneThe zone was frozen when Mr*** called us, not due to our response timeThe frozen zone required thawing of the line and replacement of the pipe which is not covered by the service agreement that Mr*** had in place

March 14, Re: *** *** of *** *** *** *** ** *** To Whom It May Concern: We have received the complaint that was forwarded to us by your officeOur response is as follows: Mr*** established his *** account with us on July 15,
The account was established on automatic delivery for home heating oil as well as propane deliveriesAutomatic delivery means that *** will continue to deliver to the residence when needed based on the current weather conditions and the past consumption in the homeDuring this heating season Mr*** has received a total of four oil deliveries as well as three propane deliveriesMr*** received his three oil deliveries on July 17th, November 13th, January 5th and the last delivery being today March 14thThe Propane deliveries were received July 17th, December 21st and January 25th On January 25, Mr*** contacted our office to question the past deliveries since he felt that *** was delivering oil too oftenDuring that conversation Mr*** agreed to postpone oil deliveries until the middle of MarchLater on March 3, Mrs*** contacted our office to again request to postpone future oil deliveriesAt that time a delivery had already been scheduled and given to our driver for the delivery to be madeThe representative that Mrs*** spoke with did cancel the delivery that was scheduled but failed to notify our delivery driver of this changeDue to the lack of communication on our end Mr***’s oil tank was filled with gallons today At this time Mr***’s account has been placed on a delivery stop for future oil and propane deliveriesWe apologize for any misunderstanding and appreciate Mr***’s patience in this matter If you need any other information or if I can be of any further assistance, please contact me at your earliest convenience Sincerely,
*** *** Customer Service Manager *** Home Services ***
***

February 11, Re: *** *** of ** *** *** *** *** *** ** To Whom It May Concern: Mrs*** recently spoke with our District Administrative Manager, *** *** regarding the settlement of recent damage done to Mrs***’s drivewayWe
have received the signed release form from Mrs*** and have requested a check to be sent in the amount of $for the repairs neededThis check should be received with ten to fifteen business daysWe apologize for any inconvenience this may have caused and appreciate Mrs***’s patience in this matter If you need any other information or if I can be of any further assistance, please contact me at your earliest convenience Sincerely, *** *** Customer Service Manager Petro Home Services ***
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