Petro Heating & Air Conditioning

February 17, Re: *** *** ** ** *** *** *** ** ***To Whom It May Concern: We have received the complaint that was forwarded to us by your officeOur response is as follows: Ms*** established her Petro account with us on February 14, 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 this heating season Ms*** has received a total of three oil deliveries with the last delivery being January 27, of gallonsMs***’s previous deliveries this heating season was October 12, for gallons and then again on December 18, for gallonsLast year Ms*** had accepted a Ceiling pricing plan which 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 increasedThe agreement that our customers enter into either through a signed letter or recording with our Customer Service or Sales DepartmentAt that time Ms*** had 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 $chargedThis pricing plan is due to end on February 29, When Ms*** accepted these terms Petro secured oil and paid a cost of protection to our supplier to do soAt this time Ms***’s account is on automatic deliveryIf Ms*** is willing to keep her account on active status until the end of the month no Early Termination Fee will applyIf you need any other information or if I can be of any further assistance, please contact me at your earliest convenienceSincerely, *** *** Customer Service Manager Petro Home Services *** ***

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 # ***Please add your rejection comments below.
I never said to cancel my account so to charge me the cancellation fee is wrong When I spoke with both representatives, I informed them that I had plenty of oil and did not need another delivery I also informed them that I would not be renewing my contract.When I agreed to the ceiling plan, it was understood that the price would fluctuate with market conditions Throughout my contract oil prices have fallen, please tell me how any reasonable person could expect to keep paying the ceiling price while oil prices continuing to decline The ceiling contract is not above board and it is not explained anywhere that the customer will continue to be charged the ceiling price amidst record low oil prices The representative responding to my complaint proves my point when she points out that at the time I agreed to the ceiling contract, Petro was charging below the ceiling price Why and how is it possible to then charge me the ceiling price months later when oil prices were lower? I was gouged, plain and simple
Regards,
*** ***

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 # ***Please add your rejection comments below.
the truth is that I called to inquire about petro services back in MAY and the same day I told them that we would NOT proceed foward as we had a friend that we had to ask for help on the boiler Petri proceeded to apply their services to which in July I called and told them I never requested the services I only inquiredTheir is nothing showing proof that I accepted petro oil servicesThey can email all they want but they never called me nor did I ever SIGN any agreementwhat is my identity was stolen??
Regards,
*** ***

May 2, Re: *** *** of *** *** *** *** RI ***To Whom It May Concern: We have received the complaint that was forwarded to us by your officeOur response is as follows: Ms*** established this Petro account with us on July 22, on automatic delivery which 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 homeThe customer does not have to request individual deliveriesOn June 25, 2015, Ms*** requested to stop her automatic oil deliveries since she would be selling her home in the near futureA few days later on June 29, Ms*** spoke with another representative and decided to place the account back on automatic deliverySeeing that we were not in the heating season heating at the time Ms*** was not due for a delivery until the FallMs*** received her last delivery on November 27, Later when our office attempted to contact Ms*** regarding the renewal of her Ceiling protected price plan Ms*** had informed us that she had already moved out of state and no longer lived in the homeMonths later when Ms*** contacted us to address the balance due on the account she informed us that she moved out in the middle of November and the new home owners moved into the home in January The balance for the last delivery is still outstanding on Ms***’s accountI would be able to offer payment arrangements over the next three months to pay this balance off as well as removing any late fees that have been charged to the accountIf Ms*** would like to set up these arrangements she may contact our offices at any time. If you need any other information or if I can be of any further assistance, please contact me at your earliest convenienceSincerely, *** *** Customer Service Manager Petro Home Services [email protected] ***

February 17, Re: *** *** of ** *** *** *** ** ***To Whom It May Concern: We have received your communication regarding *** *** of ** *** *** ** *** **Mr*** has been a customer of ours since and over the past five years has had a price
protection plan on his oil pricing with automatic delivery“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 deliveriesFor our Ceiling protection plan, we purchase protection to ensure that the price will not go above the ceiling limit and we build the cost of that protection into the delivered price of the productThis plan is for a set period of time, normally one year, and does have an early termination fee associated with it if this plan is canceled prior to the end date of the contractThe pricing agreement that our customers enter into either through a signed letter or recording with our Customer Service or Sales Department 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 of 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, etcEssentially, 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*** entered into this most recent Ceiling protection plan on January 7, with a price not to exceed $3.139, at the time the price per gallon for a delivery would have been $Mr*** accepted the terms and conditions of this Ceiling protection planPart of these terms was for Mr***’s account was to remain on automatic deliveries for entire pricing periodOn February 2, Mr*** contacted our office and requested to stop his automatic oil deliveries switch he wanted to switch oil providersDuring this conversation Mr*** was informed that if his account was canceled for any reason prior to the end of his pricing plan the Early Termination Fee of $would applyOn February 9, Mr*** spoke with another representative regarding the cancelation of his accountAgain, Mr*** was informed of the Early Termination Fee charged if the account was canceledAt that time Mr*** was offered his last fill up underneath his current pricing plan at a reduced price per gallon of $Mr*** refused this offer and requested to cancel his account with PetroAs of today Mr***’s account has been canceled and the Early Termination Fee has been charged to the accountIf you need any other information or if I can be of any further assistance, please contact me at your earliest convenienceSincerely, *** *** Customer Service Manager Petro Home Services *** ***

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 # ***Please add your rejection comments below.
[Clearly Petro has their records confused or is deliberately making statements I have phone documentations, photos, documents sent to Petro which is attached (corporate and Rhode Island branch) expressing my complaints and most importantly a work order from Petro's service company confirming that my pipe had burst after repeated calls notifying the company that I had lost heat. Pedro's work order further states that the zone issue was after the fact when the service man who repaired the burst cranked the heat and mis-wired the zones so another tech had to come back after the house was set continuously running at degrees Not only did I inform Petro of not having heat but I also told them I had two younger kids under the age of in the house They did not come to my house until I called days later notifying them that their delay/ignoring my distress called resulted in my pipes bursting and significant water damage to my master suite and garage ceiling which I also have pictures of and can be furnished upon request Please confirm that the Petro isn't confusing my file with someone else I spoke to the following individuals on different occasions who identified themselves as supervisors at the company: *** ***, *** ***, and *** the field supervisor.]
Regards,
*** ***

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 2014 and I explained to the person scheduling that I would not be home and would leave the basement door unlocked with access to the boiler. I 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 customer. I 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 less. I'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 fill. Not interest in any "settlements" when the last rep I spoke with at Petro in October offered to settle in the $600-700 range.
Regards,
[redacted]

February 12, 2018   Re: [redacted] of [redacted] 02871.   To Whom It May Concern:   We have received your communication regarding the above complaint. Mrs. [redacted] has been a customer of ours since 2012 for service on both heating systems for her tenants at...

[redacted] RI 02842. 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 units. On March 17, 2017 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 home. A service technician arrived later that evening. It was necessary for our technician to put ten gallons of oil in the oil tank and prime and start the burner. This service call was billed to Mrs. [redacted] at a total of $123.00. This was a billable call due to the fact that Mrs. [redacted]’s tenants do not purchase heating oil from Petro. Within 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 charge. The technician did not bill the call correctly as they likely were unaware that the tenant was purchasing fuel elsewhere. At this time, the charge of $123.00 as well as any late fees will be removed from Mrs. [redacted]’s account. However, upon renewal of each service agreement in July 2018 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]
[redacted]

January 29, 2018 Re: [redacted] of [redacted] 01540. 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 home. An adjustment in the...

amount of $344.50 has been processed to cover the cost of this billing service. We 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]

October 15, 2015  Re:[redacted] To Whom It May Concern, We have received a communication from your office with a complaint from Mr. [redacted]with regards to the last delivery he received on July 30, 2015. Mr. [redacted] opened a new account with Petro on September 18,...

2013 on an automaticdelivery basis with a daily unprotected price. Automatic delivery is when weproject when deliveries are needed based on the customers past usage and thetemperature outside. When the account was established with Mr. [redacted] he hadrequested to set his deliveries to fill the oil tank every six months. Theprevious delivery was made on January 31, 2015 so Petro was scheduled to fillthe oil tank again in July 2015. Mr. [redacted] was aware of Petro's automaticdelivery pattern since he informed us he had a past account with us at a prioraddress in Pawtucket, RI.  The last contact our office had with Mr. [redacted] was after the delivery had beenmade. At the time it was explained to Mr. [redacted] that the account wasautomatic delivery and we were unable to pump the oil out of his oil tankseeing that we do not have the proper equipment to do so. In a laterconversation we had with Mrs. [redacted] a representative had offered aconcession of $30.00 towards this delivery as well as payment arrangements tohelp resolve any misunderstanding as to why the delivery was received. At thistime Mrs. [redacted] informed the representative that she would need to speak toher husband and call us back regarding this. Since then we have tried tocontact Mr. and Mrs. [redacted] numerous times to discuss the outstanding balancebut have not been able to speak with them. At this time to resolve this dispute, I would like to offer Mr. [redacted] theprevious offer made to adjust this delivery by $30.00. This would then leave atotal balance of $526.58 which would include removing any late fee’s that havebeen charged to the past due balance. If Mr. [redacted] is willing to agree onthis amount, I can also offer monthly payment arrangements as well. Thesepayment arrangements would consist of three monthly payments of $175.52 fromOctober through December 2015 to pay off the remaining balance off. We apologize for any misunderstanding in this matter and we look forward toresolving this for Mr. [redacted]. If you need any other information or if I canbe of any further assistance, please contact me at your earliest convenience.  Sincerely,   Catherine HarrisonCustomer Service ManagerPetro Home Services[redacted]

January 15, 2018     Re: [redacted] Complaint# [redacted]     To Whom It May Concern:   We have received your communication regarding the above complaint. Ms. [redacted] has been a customer of ours since 2006 with automatic delivery for her heating...

oil. “Automatic delivery” is when fuel oil is delivered automatically based on the customer’s previous consumption as well as the current weather conditions. The customer does not need to request individual deliveries. During the recent extreme weather conditions, oil consumption was higher than anticipated which resulted to run out conditions for some of our customers. Ms. [redacted] did receive a full oil delivery on the morning of January 8th of 217.6 gallons. We also credited Ms. [redacted]’s account $100.00 for any inconvenience she experienced during this time. During this extreme weather event, our call volume was overwhelmingly high and fueled by media reports that exacerbated the situation. Over the course of a few days, we received an unprecedented amount of phone traffic that caused longer than expected wait times. We have done everything possible to rectify matters as quickly as possible and are committed to avoid this in the future.   If you need any further information, please feel free to contact me.   Sincerely,       [redacted] Petro Homes Services Customer Service Manager [redacted] ###-###-####

Tell us why here...October 25, 2016Re: [redacted]To Whom It May Concern:We have received the complaint that was forwarded to us by your office. Our response is as follows:[redacted] became a customer of ours in January 2016 for home heating oil and has...

been on automatic delivery of oil for that entire period. “Automatic delivery” is when fuel oil is delivered automatically based on the customer’s previous consumption as well as the current weather conditions. The customer does not need to request individual deliveries.[redacted] is disputing the last delivery he received on August 8, 2016. [redacted] had requested that we review our records and previous phone calls that he has had with our office over the last few months in regards to this delivery and the cancelation of his account. His contention is that he had requested a stop on his oil deliveries and received this delivery in error. After reviewing the account information thoroughly here are my findings: On June 10, 2016 [redacted] had contacted our office to remove the monthly Smartpay plan from his account. Our Smartpay plan is a monthly payment option that we offer to our customer which breaks down the cost of oil deliveries into easy monthly payments instead of paying the full amount of an oil delivery all at once. During this same conversation [redacted] requested to be placed on will call for his oil deliveries. [redacted] was informed that we do not offer a will call basis for oil deliveries due to the risk of running the oil tank empty and possibly experiencing operational issues with the heating system due to this. It was confirmed with [redacted] that his account would remain on automatic deliveries.Later, on August 12, 2016 [redacted] contacted our office to inform us the account should have been canceled since he moved out of the home the end of June. At this time the oil tank had already been filled on August 8th with 71.4 gallons of heating oil.At this time any and all late fees have been removed from [redacted]’s account. I would like to offer payment arrangements to [redacted] on the current balance of $143.43. These arrangements would be two payments of $71.71 in the month of November and December to pay off this balance. If [redacted] is interested in this arrangement please have him contact our office directly to arrange this.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

October 16, 2015  Re: [redacted] To Whom It May Concern, This is a rebuttal to Mr. [redacted]’s response. At 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, 2015. Based onenergy.ri.gov the average price per gallon effective July 31, 2015 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 $423.68 which would be due in fullimmediately. Please 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]

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]

November 13, 2015
Re: [redacted] of [redacted].
To Whom It May Concern:
We have received the complaint that was forwarded to us by your office. Our response is as follows:
Mr. [redacted] established his Petro account with us on June 11, 2013. The account was...

established on automatic delivery. Automatic 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 home. During 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 out. There were two deliveries for example that were much larger then expected. One delivery on February 18, 2015 of 253.9 gallons and the last delivery made to Mr. [redacted] on May 26, 2015 of 264.8 gallons. Mr. [redacted]'s consumption in January and February was higher than anticipated. The excessive snow and storms were prohibitive to timely deliveries as well. In May of 2015 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 home. This Service Agreement covers a list of parts in the event of a system failure. This Agreement would also cover a Tune Up on the heating system as well. Mr. [redacted]’s Tune Up was completed in 2013. In 2014 Mr. [redacted] was not home for the scheduled appointment. In 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 increased. The 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 agreement. The 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, etc. etc. Essentially, the price is composed of our cost for the product plus the variable and fixed costs to run a business and a fair profit margin. Mr. [redacted]’s last Ceiling pricing plan was due to end on August 31, 2015 not to extend $3.599. During the past year Mr. [redacted] received five deliveries and all of them were underneath his Ceiling limit ranging from $2.679 per gallon to $3.579.
At this time Mr. [redacted]’s account does have a past due balance of $910.60 once all late fees are removed from the account. I would be willing to offer this adjustment as well as monthly payment arrangements of $303.53 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]
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that upon receipt of the $650.00 payment due to me within 10-15 days of their notice, the response will 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]

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 would like Petro to provide me with the contract they claim they have with me. I never contracted with Petro and I always ordered oil from various companies based on price and other factors. Petro's customer service was shocked to learn that their company delivered me heating oil in July. My final offer is to pay Petro the cheapest price I can find in the market for my next oil delivery, but only if Petro accept my offer by end of business day on Monday October 19, 2015. Thank you [redacted]

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]

April 13, 2016   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 home. An adjustment towards the...

labor charge has been processed and Mr. [redacted] has agreed to the remaining balance. We apologize for any misunderstanding 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 Manager Petro 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. 
Petro delivered me oil in mid of summer because they knew the sanctions on Iran were being lifted and the oil price was dropping. Since I have no use for oil in id summer, I will not accept Petro's offer. I am willing to pay $1.86 per gallon based on average gallon price on Aug. 27, 2015 [redacted]Thank you [redacted]