Petro Home Services

Hello. Petro Home Services is aware of this issue and in an effort to accommodate the customer have pulled the recorded calls from the date in question and have offered to allow the customer to listen to the calls. The calls are at great length but we want to be able to allow the customer to hear...

what we heard. We are willing to work with the customer and perhaps provide the oil at a discounted price in the interest of customer service, however, the calls are still available and we have left two messages today indicating that we have the calls ready for the customer. We would love to hear back and help diffuse the situation.  
Regards

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:   there are numerous falsehoods in their response.

[Your Answer Here]   As stated I have made all of my payments, I was the one who informed them that I will pay more than their minimum ($250.00) so as to bring the balance down.  They deliberately kept delivering a FULL tank of oil even though it was not needed as the weather was warmer.  I never agreed to deliveries until the house was sold!  Ironically their generic letters stated they would stop delivering until payment was made, but of course, that was false.  Their "renewal letter" stated they would continue delivering oil with a variable payment plan - even after I informed them the house was already sold, and THAT was why I called.  This   again demonstrates total disregard for the customer or account accuracy.  They continued the late fees even though they received payments.  I would call the numbers they left and get voicemail, sometimes directing me to another number. When I asked for a certain person (the few times they left a name), I was told they're not there or no one by that name - even though they just called!  I was not offered a payment plan - I had to insist upon one since I was not able to pay the balance without it.  The envelope payments were $353.00, attn. Will in the credit dept. in Melville, but the bills are from Maspeth, but my checks are mailed to a NJ address.  I did not make payments as I saw fit - I paid EVERY MONTH as I should have done.  Many times I paid more than was due, and they should know this .  There was no apology for the destroyed check, as stated, they tried to make it seem like my check was returned, when it was never even presented to my bank.  Only after I called them on it did they admit it was destroyed.   To deliberately deliver oil that was not requested and when repeatedly asked to stop, just to blow the balance up, should be illegal.  No one should pay for something they did not want or ask for.   To constantly call and send letters and randomly change amounts owed or charge fees when monthly payments are made IS harassment!
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I am awaiting a follow up call from Andrew @ Petro regarding his conversations with the town.
Regards,
[redacted]

I would like to complain about what this company over charged me for oil in the beginning of this month in Westchester county> January 2016. I was charged $2.77 a gallon when the price per barrel that same week was under $30. I was charged by another oil company for my businesss and home in CT that same week $1.57 and my company $1.71. Where does Petro get off charging an additional $1 for oil in a town 30 minutes away from my other property's. I have cancelled my contract with Petro because I found another competitive oil company who has a price of $1.58 per Gallon. Please check your invoices and compare oil companies in your area. Be aware of what you are being charged. They also want to charge me a $400 for cancelling my contract. I feel sorry for the senior citizens in my area who don't know enough to compare prices and fell victim to this unfair pricing.

I contacted [redacted] and discussed his concerns. Although I stand by our technicians assessment that the work was necessary, I did understand [redacted] point of view and frustration with the way things had been handled, I agreed to waive the early termination fees on both his accounts. I also...

agreed that I would email him confirmation when both accounts were closed.
Steve N[redacted]

I received the complaint and we have waived the early termination fee and all late charges associated with this complaint. I have called the customer and left a message on the machine indicating that the current balance is zero. I...

also thanked the customers and apologized for any inconvenience. [redacted] Customer Service Manager Petro Home Services-NNJ-S. Plainfield, NJ

This company is not equipped to service customers or deal with furnace maintanence. We had a service plan and had a few emergency calls, all leaving us having to call them back. This final time we had no heat, we called the man came, didn't answer my husbands questions on what was wrong. Did something and charged us over $600 dollars. My husband asked several questions and received a rushed response. I called customer service several times with people who could barely handle the questions too. I have been waiting for a supervisor to call me back to discuss the bill and poor service. Also to note our furnace is still not working correctly and had to call another company to fix. Petro has no integrity and does not know how to service systems or customers. I believe this is actually a scam.

Being a Customer of three heating seasons with petro, I can't wait for the ending of my final contract. They are now price gouging me under the guise of "price protection", I'm paying $1 per gallon more than comparable services in my region and my equipment service plan has gone up tremendously each year now to $327 from $167. They offer no way to reasonably compare prices nor keep track of prices. Their whole pricing system is secretive and shady.

Hi,Thank you for reaching out to us. I apologized that we weren't able to resolve your issue. However, I have reviewed all of the notes as well as the recording of the call and all procedures were followed correctly. Petro Home Services values all of our customers and appreciate the...

loyalty through the years. We haven't done anything erroneously, however, in the interest of customer service will credit half of the early termination fee that is due. I am not able to waive the entire early termination fee as based on the notes and the recording, the pricing plan was accepted and agreed upon. Please let me know if this is acceptable and I will make sure this is waived.

November 13, 2014I am responding to above named case number regarding
consumer, [redacted]. [redacted] was contacting us concerning
the outstanding service work that still needed to be completed at her property.On November 12, 2014 our Service Manger Jim G[redacted] was in
contact...

with [redacted] and we agreed upon her conditions and will be
contacting her to complete the service work.

Revdex.com:At this time, my complaint, ID [redacted] regarding Petro Home Services has been resolved.
(By clicking "OK", your complaint will be closed as...

Resolved.)
Sincerely,[redacted]

Petro Home Services appreciates your loyalty and wish to only provide outstanding customer service at all times. I apologize for the miscommunication we have experienced. The Petro Home Services team continued to contact you in an effort to be sure that you wanted to terminate your...

service and perhaps provide you with additional discounts. I have received your correspondence and am truly saddened that you have chosen to end our relationship. As requested, your account has been terminated. Please know that we do offer a variety of different services which include plumbing, air conditioning and even home automation. In the event you are in need of our services in the future, please do not hesitate to contact the Petro Home Services team.  Again, thank you for your dedication to our company.

We use Petro for both an home heating oil delivery company and to service our furnace. Over the past three years they have come out to "service" and/or clean our furnace at least three times. In this "service" plan, they never once mentioned our system's possible need for a chemical cleaning or back-flush until the furnace seized and stopped working all together. They said "we would be happy to replace your system for you". The reason our system broke was because their preventative maintenance and cleaning plan had not caught this incredibly basic problem that another competitor saw immediately upon inspection. So we wen with another business, Essig, to repair. not replace, our current furnace. Next, we had been behind on our bill for our last oil delivery to Petro, so we were removed from automatic delivery. Then, we ran out of oil. I called Petro at 8 AM and cleared up the payment issue. They told me a truck would be out that day to fill us back up and get us going. At 2 PM, I called again anxiously waiting for the delivery and they assured me it would be there before their trucks stop delivering at 6 PM. I called again at 5:30 and they assured me it would be there and that the snowy conditions had the trucks a bit backed up. I called at 7 PM and they told me that it wasn't coming and there was no way anyone could have promised me it would be there that day. So, in fear of my pipes freezing, I went and bought some space heaters for the basement. The next morning, Petro arrived around 11 AM, Hallelujah! Then they dropped me the bill for $662.49!!! They charged me $2.599 a gallon! Every other company in the entire Pennsylvania area was charging between $1.29 and $1.60. But no, Petro charges an entire $1.00 more a gallon than every other company. That is insane! Upon calling and complaining about this ridiculous price gouge, they lowered my bill by about $160, which is still wildly over what everyone else in the entire state is paying. This company is a joke! They do not care about the customer and all they want to do is sell the most expensive equipment, "service" plans, and oil that they possibly can and just see who takes it. They boast they are open 7 days a week, 24 hours a day, yet charge you extra for any service outside regular business hours or on the weekend. What does this company have to offer? It is pathetic and I am never using them again for anything. My experience with them over the last few years has spiraled out of control and I cannot take it anymore. I would never recommend Petro to anyone. I would recommend they use anyone, but Petro.

Thank you for bringing this issue to our attention. We strive to deliver the best service and regret that you are not happy with our service. We apologize in advance if there was any miscummunication during your conversations with our Equipment Rep.  
Petro handles...

aquisition of the required Permits and materials for the job being performed. As far as the Inspection we always ask that our customers schedule the Inspection directly with the Township. Some Townships require the homeowner to be present during the Inpection and it becomes too difficult to coordinate all parties schedules.  Again, if this was not communicated to you we do apologize for any incovenience this may have caused.
We are in the process of contacting your Township in regards to the Inspection and to see if we can align all of the Inspectors required for the work that was performed (Plumbing, Electrical and General Construction). 
Our Service Manager is willing to discuss this issue further, and come to an amicable resolution for both parties.
We want to take your feelings and opinion into consideration while we work with you in resolving your complaint in a way that is fair to all.
Please call our Service Manager at ###-###-#### to expedite a quicker resolution for both parties.
Again, we thank you for your patronage to Petro

Review: We had Petro Heating for our oil company beginning February of last year and were on a payment plan of $260 per month. We needed a part which cost over $1000. We paid everything off and spoke with credit many many times because they kept sending us bills that would just get higher and higher. We spoke to a Cherise and emailed back and forth and came up finally with the same number. This was back in December. In fact, she said we were owed $520 credit. We canceled our oil with Petro in December and she sent us the check for the credit. We found alternative heating and not once did she say ANYTHING regarding an 'early termination fee' of $399.00.

I started getting many phone calls about our bill. I called them and they tell me about this 'early termination fee'. I explain to them that no one told me about that when we canceled our account. They said they can send me a signed contract and a bill. Everyday since - about 16 days now which is 6 wks after we canceled the account, they call everyday - sales or credit and today I spoke to a manager who said that they cannot send me anything - they do not have a signed contract, they have a recording which they also cannot send to me. I said I would negotiate with them - prorate that amount for the two months. They won't budge with the fee at all saying it will go to legal.

I live with my handicap father and elderly mother and we cannot afford to pay this unnecessary bill. I hope you can assist us.Desired Settlement: I would like the Revdex.com to assist us in this bill of $399. I am willing to have this prorated for two months totaling $66.50.

Thank you

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Petro Home Services has been resolved. The lawyer for the business says that the case is solved and we won't be receiving anymore bills. Thank you.[redacted]

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: when my home was for sale I repeatedly requested that Petro stop deliveries as the new owners were going to remodel and the weather was warmer and thus didn't require a full tank. They ignored the requests and continued deliveries until my bill was in the thousands. They reluctantly agreed to a payment schedule and sent the necessary number of payment envelopes with the amount due on the front. I paid the required amount each month and sometimes a little extra when I could. During this period I had asked for payment confirmations along with the balance due. I also asked to have just one or two people assigned to my case so as to have a contact person who knows the payment history. Again my requests were ignored and instead, I received inaccurate balances with late fees attached, even though I was paying every month. They have different locations, on the bill and where to send payments, etc. and that's why I requested some order for my payments. I kept track and made copies of them all, and sent them a letter with my final payment, alerting them to that fact. Again, there was no acknowledgement, and I continue to be harassed by phone calls and letters for a balance due, even though it's been paid in full. Their tactics are very suspect, as in one instance they told me my check was returned due to insufficient funds. After confirming with my bank that wasn't the case, someone, (you never get the same person and the numbers to call change constantly), from Petro admitted that my check was "destroyed" during processing. Clearly Petro is only interested in trying to make as much money as possible off of unsuspecting consumers!Desired Settlement: stop unfair harassment practices

Business

Response:

Good morning, this complaint is for NY and I want to be sure that the customer is cared for adequately. The contact for complaints from customers in NY should be directed to Annmarie G[redacted]. The email address is [redacted].

Business

Response:

[redacted], who was a Petro customer since June 2013, first notified us of her home being on the Market on 03/**/2014 at 11:13am. She was returning our call from 3/*/14 advising her that her monthly budget payments should be increased to avoid a larger settlement balance to which she agreed. During that conversation she told the representative that she is going to be selling her home and asked about stopping deliveries. The representative asked [redacted] if she had a closing date, customer said No. The representative advised [redacted] that she was due for a delivery that month and if she stopped deliveries at that time, she could run dry and not have heat or hot water. The representative advised [redacted] that she could let deliveries continue until the home was sold and they have a closing date and than call back to cease deliveries, [redacted] agreed. We did not hear from [redacted] until 7/*/14 in the form of a letter that the home was being sold. Petro immediately put a stop on all deliveries ( 7/*/14 at 12:19pm ) and reached out to [redacted] leaving her a message. Petro's Credit dept. starting calling [redacted] on 7/**/14 due to the balance. There was no contact made and no return calls until 7/**/2014 when [redacted] called to make sure deliveries were stopped after receiving the price renewal letter. Representative advised [redacted] that yes, the deliveries were already stopped for selling. [redacted] advised that rep that she would send in payment for the balance. No payment arrangements were made with Petro. The credit dept.made many calls to [redacted] in the interest of making some arrangements with no contact until 9/**/2014 when [redacted] called to say, stop sending her credit letters because she has arrangements. The credit rep advised that she did not make arrangements on the balance, she is just sending in payments when she sees fit which we saw as a sign of good faith but that will not stop credit calls or letters on the account if there is a past due balance without a payment plan in place. The representative offered to split the balance up over 10-14 months but she would have to give us post dated payments for each month. customer refused. Rep advised that without a commitment of post dated payments the best she could do would be 8 months and would send her pre-addressed envelopes to send the payments back in, [redacted] agreed. Rep also advised that as long as she makes payments each month, we would remove the late fees. [redacted]’s payment receipts are her cancelled checks and statements showing the last payment and balance, there are no other receipts to give her as she did not pay over the phone or in person. There were issues with two checks mailed in. On one, [redacted] did not finish filling out the check so we had to return it to her and on the other there was an issue at our processing center and the check was damaged while being opened. We called [redacted] several times to notify her and sent an apology letter for the check being damaged. Petro has followed our procedure for collecting on monies owed and in no way harassed [redacted]. . As of today 7/**/2015, [redacted] still owes Petro $261.52 from May 2014 and her account is set to go to a collection agency on 7/**/2015 if payment is not received.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: there are numerous falsehoods in their response.

[Your Answer Here] As stated I have made all of my payments, I was the one who informed them that I will pay more than their minimum ($250.00) so as to bring the balance down. They deliberately kept delivering a FULL tank of oil even though it was not needed as the weather was warmer. I never agreed to deliveries until the house was sold! Ironically their generic letters stated they would stop delivering until payment was made, but of course, that was false. Their "renewal letter" stated they would continue delivering oil with a variable payment plan - even after I informed them the house was already sold, and THAT was why I called. This again demonstrates total disregard for the customer or account accuracy. They continued the late fees even though they received payments. I would call the numbers they left and get voicemail, sometimes directing me to another number. When I asked for a certain person (the few times they left a name), I was told they're not there or no one by that name - even though they just called! I was not offered a payment plan - I had to insist upon one since I was not able to pay the balance without it. The envelope payments were $353.00, attn. Will in the credit dept. in Melville, but the bills are from Maspeth, but my checks are mailed to a NJ address. I did not make payments as I saw fit - I paid EVERY MONTH as I should have done. Many times I paid more than was due, and they should know this . There was no apology for the destroyed check, as stated, they tried to make it seem like my check was returned, when it was never even presented to my bank. Only after I called them on it did they admit it was destroyed. To deliberately deliver oil that was not requested and when repeatedly asked to stop, just to blow the balance up, should be illegal. No one should pay for something they did not want or ask for. To constantly call and send letters and randomly change amounts owed or charge fees when monthly payments are made IS harassment!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Petro Home Services regarding complaint ID [redacted]. I had received one or 2 calls, but when I tried to call back, there was no one there - another one left another number to call (as usual) but still no results. They also sent another template bill notice as if nothing was pending. The numbers vary (also as usual), and as there's no message left, so I can't be sure it was Petro, and in their bill there's no mention of the complaint. Therefore, this has not been resolved. Thank you. Sincerely,[redacted]

Petro home services charged me for an issue that was supposed to be included in my contract. They manipulated the situation to make it look like an air conditioning problem, when in fact is was a heating problem.. Confirmed by an outside electrician. The manager, Patricia is manipulative, a liar and a bully. She is nasty and extremely aggressive. I have decided to get my oil elsewhere due to the corrupt nature of this business and its employees! I am extremely upset at the way Patricia handled this issue as well as others.. Particularly going out of her way to be harassing with phone calls and manipulating the situation.

Review: Petro Home Services are deceitful. I first called them a year ago to get a technician to fix my oil burner they showed up 5 hours later at midnight and by the time they were done they claimed my tank needed immediate replacement. They replaced my tank and said I would be billed monthly after the winter season, once my new oil contract was done being paid for. I checked monthly and there were no bills, I sent emails and did not see a charge until July when the bill was already at $1200 with late fees. I called and emailed and explained that there was no bill sent to me or even appearing on my account. They claimed to have emailed me constantly at my work email address, which they did not, I work in the IT department and service all email related services in my company. The bills started piling up and I have been paying what I can. They call me to harass me every day and call my sister to harass her since they said I needed a co applicant to get service and have threatened her that she will be sent to collections. I have already been making a monthly payment for what I can afford and have constantly called and emailed that I will pay in full by December [redacted] They have added an early termination fee for $399 even though I have not closed the account. They were also filling my tank every week last winter and billing me $330 everytime. I would call them and tell them there is no need for oil and their response was that's how we make our money. They overfilled me once and it leaked onto the side of my house and all they did to clean it up was throw sand on my floor. Check all the reviews on these people, they have even created a website against them to warn people. I want them to remove the early termination fee, I am going to pay in full but they are constantly adding fees to get more money out of me and I cant afford all these fees , there have been payments I made that they claim the monies went to something else towards oil. These people need to be investigated.Desired Settlement: remove early termination fees. Have this company investigated for criminal activity of billing practices and constant service for filling tanks that are already full. Why should people pay $330. for 10 gallons of oil and they promise that any money overcharged will be returned at the end of the season.

Review: FOR THE PAST 4 YEARS OR MORE, I HAVE HAD A CONTRACT W PETRO FOR OIL DELIVERY AND MAINTENANCE WHICH INCLUDES AN INVESTMENT PROPERTY AT 200 GRAND ST IN WOONSOCKET RI. MY TENANTS AT 200 GRAND ST HAVE NEVER BEEN REQUIRED TO BUY OIL FROM PETRO AND I HAVE ALWAYS PAID A YEARLY FEE FOR CLEANING. THIS YEAR I GOT SEVERAL BILLS FOR THE 200 GRAND PROPERTY AND PAID THE BILL OF $146.29 WHICH CLEARED ON 11/**/2014. WHEN I CALLED THEM TO SET UP THE CLEANING FOR BOTH PROPERTIES, I WAS TOLD THAT THEY WOULD NOT BE DOING 200 GRAND ST ANYMORE EVEN THOUGH THEY TOOK MY MONEY. THEY ALSO WILL NOT RETURN MY PAYMENT BUT WOULD CREDIT ME WHEN I SIGNED UP FOR ANOTHER YEAR CONTRACT. I WILL NOT BE SIGNING UP FOR ANOTHER YEAR BECAUSE THEIR PRICES ARE SO RIDICULOUSLY HIGH THAT I WILL BE GOING WITH ANOTHER COMPANY. THEY PURPOSELY ARE TRYING TO COERCE ME INTO ANOTHER CONTRACT.Desired Settlement: I WANT A CHECK BACK FOR $146.29 SINCE THE SERVICE HAS BEEN REFUSED. IF THEY REFUSE, THEN I WANT Revdex.com TO MAKE SURE AND NOTE THE DISHONESTY THAT WAS DONE. THE CONTRACT HAS BEEN THE SAME FOR BOTH HOUSES FOR YEARSAND THEY ONLY TOLD ME THAT THEY WILL NO LONGER SERVICE 200 GRAND ST AFTER THE CHECK WAS CASHED.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Petro Home Services has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: Petro states that I owe them an early termination fee of $399.00 plus late fees. I refused oil delivery because my oil tanks were nearly full and remained nearly full because my heating system had completely shut down in the middle of winter. This oil was removed by a company that I have been trying to unsuccessfully reach for documentation of the oil removal.Desired Settlement: I am not willing to pay the full amount. I wish something to be negotiated. There were only three months left for this contract to expire.

Business

Response:

Dear [redacted]:

We are in receipt of the correspondence relative to [redacted] and would like to address his concerns.

We secure the product and price protection for a customer at the time the price offer and acceptance by the customer are made, we are contractually committed to purchase that product from our supplier at the price we originally agreed to.

The security measures we take are hedging and other market mechanisms. These mechanisms protect us, and our customers, against these market fluctuations, as they are designed to ensure that we will be able to fulfill price and product commitments to customers even if our cost of product increases or supply runs short which is very important to the customer, us and the Revdex.com. These security measures ensure that we can honor the commitments and contracts we make with customers, even if the price of oil increases or supply is tight.

Like many companies, we have sought to take advantage of the use of technology that allows us to evidence our contracts, including electronic records and electronic signatures. With the customer's consent, we record our offer and the customer's acceptance of a protected price contract or a renewal, including the early termination fee for liquidated damages. We continue to mail to each customer a confirmation of the terms of the contract or renewal, a copy of that contract is enclosed. The end date on this price plan was March **, 2013, the deliveries were stopped by the customer in January.

We are proud of our long history of service to New York residents. We should emphasize that we have honored our contracts, based on the phone agreement and written confirmation, by providing the oil to customers at the negotiated prices, no matter the circumstances in the marketplace or the weather.

We hope that we have addressed the concerns expressed in your letter. Please call me at ###-###-#### if you have any questions or would like to discuss this matter further.

Sincerely,

Consumer Affairs Coordinator