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Rymes Heating Oils

257 Sheep Davis Rd, Concord, New Hampshire, United States, 03301-5747

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Rymes Heating Oils Reviews (%countItem)

• May 31, 2023

Terrible Customer service! SAFETY CONCERNS
Rymes (aka Superior Plus) is the WORST company! They ran gas lines under my park model home with bare piping that was not up to code and had multiple kinks in the line. I lost an entire tank of gas due to the leaks in the line. When I called to report the leak, it took them 3 hours to call me back. By that time, my husband had shut down the gas and canceled the appointment. Four hours after the initial call, someone came out to slap a tag on the tank and said there would be no charge. I ended up calling another propane company that was HORRIFIED by the way they ran the lines. He stated how dangerous it was and that we were lucky we weren't killed. I paid the new company to rip out everything and redo it to code. Rymes is now saying I owe $257 for the service call. Even though they told us twice that there would be no charge. Never mind the full tank of gas I lost. STAY FAR AWAY FROM THIS COMPANY! When I called to discuss the situation, the service manager refused to take my call but told the receptionist to tell me that he wouldn't budge on the charge.

I had a contract with Rymes and fulfilled the terms every year that I did business with them. My contract ended in May and we could not agree on a new per gal price for the new contract. I went with another company. When I called them to have them pick up their tanks, they said that I am requesting the tank pick up, therefore I have to pay a $95.00 fee. This is NOT in the contract and is an unfair business practice. I should not be penalized for changing propane companies.
Product_Or_Service: Propane
Account_Number: XXXXXXX

Desired Outcome

Billing Adjustment For Rymes to pick up their tanks, pay me for the propane left in these tanks, refund the extra monthly payment they took( they admitted it was their mistake) and to NOT charge me ANYTHING for them to pick up THEIR own tanks.

Rymes Heating Oils Response • Jun 26, 2020

To whom it may concern,

In review of Mr. complaint, and of his account I have consulted with one of our owners and we *** be waiving the $95.00 pickup fee.

This pickup fee is normally charged as a discounted labor rate as we do not charge to set the tanks, the customer is only charged for the fuel.

Mr. *** be credited the fuel in the tanks when removed along with the credit preexisting on his *** account, this total credit *** be sent in the form of a refund check.

Thank you,

Joannea C

Customer Response • Jun 29, 2020

(The consumer indicated he/she ACCEPTED the response from the business.)

Had cleaning done on boiler. Since then leaking oil. Called to have fix and they came to fix it. Charged me for the repair. I called them to dispute
Had boiler cleaned in late Dec 2019. Noticed a leak since then thought it was water, but it keep getting bigger spot on floor, then I realized it was a oil leak. I called them and told them that since the cleaning the boiler it has been leaking. They came out in early April 2020 to check the leak. They fixed the leak. Then I received a *** in the mail for the fix of the leak. I called them immediately when I got the *** and asked them why I was getting a *** for the repair, when I thought it was their fault it was leaking, because it was leaking since they cleaned the boiler. The woman I talked to told me that she would have someone call me. I never received the call back, but instead got another *** with a 4.69 finance charge added to the ***.

Desired Outcome

I am seeking to have the bill of $230.44 forgiven with the added $4.69 forgiven for a total of $235.13.

Rymes Heating Oils Response • May 26, 2020

Contact Name and Title: Joannea C Supervsr.
Contact Phone: ***
Contact Email: ***@rymes.com
I have received a copy of Mr. complaint. Upon review of the account and speaking with our Service Manager we find the charges for labor and parts stand.

The part replaced was not changed, nor directly related to the annual cleaning performed in December, the JACK HYDRAULIC failed and needed to be replaced to bring the system back to working condition.

The minimum charge to have a tech. come out to the property is $145.00, MR. was charged one hour of labor, and $85.44 for the cost of the replacement part, a total of $235.13. I can honor removing the $4.69 finance charge added to the account as a one time courtesy.

If you have any questions with regard to this matter please feel free to contact me directly.

Customer Response • May 27, 2020

(The consumer indicated he/she ACCEPTED the response from the business.)

WRONG BILLING
WE ASKED THEM TO CHECK IF THE OIL TANK IS LEAKING. THEIR SERVICE GUY CALLED AND TOLD THAT HE WOULD CALL TO UPDATE. THEN NOTHING. WE CALLED A WEEK LATER, AND THEIR CUSTOMER SERVICE SAID ALL WAS GOOD SO NO WORRIES. THEN A MONTH LATER SENT A $329 ***. WE CALLED AND TOLD THEM THAT ITS NOT FAIR TO PERFORM ANY MAJOR WORK WITHOUT ANY APPROVAL OR GO AHEAD. NOT AN ETHICAL BUSINESS PRACTICE TO PERFORM WORK, WITHOUT A COURTESY CALL OR EXPLANATION.

Desired Outcome

I DO NOT THINK THAT ITS A CORRECT ***. I WOULD LIKE THIS AMOUNT TO BE ADJUSTED.

Rymes Heating Oils Response • Apr 21, 2020

To whom it may concern, the leak was addressed not under ill manner,but out of concern that not addressing the leak immediately could result in damage to the property.

In review of the service call, and account with our local management we would be willing to work with the customer, remove the finance charge and split the bill in half.

A settle up amount would be $164.62, please reach out to Rymes via our customer service line, XXX-XXX-XXXX, or online to make payments on your account (no additional charges for either method).

For further questions I can be reached directly at XXX-XXX-XXXX ext. *** Joannea

Customer Response • Apr 22, 2020

(The consumer indicated he/she ACCEPTED the response from the business.)

Opened account with security deposit.. Then they billed me for it as well. They manipulated my account all over the place.

Nov. 21 I opened an account due to terms of my lease beginning account.They lady took cash and my card to put on the account. I assumed this was so they could return the deposit. End of Jan I get a credit notice in the mail. I ran down and paid and said I don't know why I didn't get one in the mail. End of February I check online because still no bill in the mail. Found a 400 charge for 1 month... I called my landlord and Rymes right away. Now I have spent since the beginning of March having them first tell me it looks very strange they will investigate and get back to me.. They did not.. I waited 2 weeks and started calling again. Just trying to stay on top of my bills. Apparently when she opened my account she use the wrong charge per gallon amount.. She also apparently signed me up for paperless. Which I said specifically I did not want when I opened the account. They have manipulated my account so much they closed out the original one and opened a new one. Still charging me again for the deposit.. I live in a tiny apartment.. I really feel like the meter may be rigged. They said I used almost 200 gallons in 1 month. I keep my heat about 65. Used less gas heating a 5 bedroom 2 story house. Lol. They sent out a tech to check for gas leaks. There were not any.The meter I feel in my gut this is how they make so much money from the general public. I

Desired Outcome

I want the security deposit credited towards the balance of my account. I would like another company to check my meter to see if it is properly adjusted and installed. They need to link my new account. I shouldn't have to search to pay my bills. I'm a single mom on a single income. I watch every dollar. Rymes has made it impossible.

Rymes Heating Oils Response • Apr 22, 2020

To whom it may concern,

Upon review of Ms. account with Rymes we believe that we have been just in working with her on the balance due, and provided open communication with payments posted, and meter readings charged.

Ms. had concerns over the cost of her monthly metered propane, when establishing the account with Rymes a $100.00 security deposit is charged, this deposit is held on the account until the account holder vacates the property, at that time the $100.00 is applied towards the balance if one is due, or returned to the customer if the account reflects $0.00. This $100.00 security deposit is being held on the account until Ms. closes her account with Rymes, we do not show record of a $100.00 cash payment to apply to her account.

Working directly with our branch Manager Ms. negotiated pricing to match her landlords account, dropping the cost of her monthly billing, all meter invoices, along with updated statements have been provided to the customer for her records (transaction report attached).

We have asked that Ms. provide proof of the cash payment for the security deposit, this has not been provided by the customer and therefore not posted on her account.

A new account was provided to Ms. for accounting purposes, all payments/charges have been carried over from her previous account to the new account, which she was provided at the time this was done for online registraction purposes.

We are happy to help Ms. with any questions or concerns with regards to her account with ***.

Customer Response • Apr 23, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
They did not give me any paperwork the day I opened the account... Nothing... I opened the account before I moved in on Dec 1. I opened it with a 100 security deposit on nov 21... How did I open the account if I didn't pay that day? And where is the security deposit held. And until I close the account... Really... I can understand if payments are not made on time... However there must be an actual number of payments or a period of time where they credit it back to you.

Rymes Heating Oils Response • Apr 24, 2020

Attached is documentation via a screen shot of Ms. account with Rymes, the $100.00 security deposit is being held on the account until Ms. vacates the property, at that time if the account is in good standing the $100.00 will be returned in full to the customer.

Based on 4/23/20 phone conversation with Ms. *** still feels that we have been transparent and upfront with any errors we did make and correct on the customer's *** account.

We checked the meter for leaks and it is working properly. Ms. usage is right on par for prior years for her unit, based on history there is nothing unusual with the usage.

I do show the account to be paid to a $0.00 balance via our online portal by Ms. as of 4/23/20.

When I tried to switch providers, Rymes demanded a brand new tank in exchange for the 21 year old buried tank on my property. They refuse to budge.
I purchased a house with a buried 500 gallon propane tank. Rymes was the previous gas provider. They claim they own the tank.

Their customer service has been terrible. I want to switch providers. I asked Rymes to sell the tank to me. They refused. I asked them to sell it to *** & ***. They demanded a $3,000 brand new tank in exchange for the existing 21 year old buried tank. I contacted manager Ralph Y and asked him to sell it to *** for fair market value. The final offer was $2,500.

The fair market value for that tank is more like $500. *** says they have never dealt with another gas company that has acted in this manner when discussing a tank swap.

I could force Rymes to come dig it up. If I went that route, I would need to wait up to 30 days for them to come get it, then buy a new tank and pay someone to hook it up, and my yard will get completely trashed. I would prefer that Rymes sell me or *** the tank for its fair market value.

Desired Outcome

Sell me or *** & *** the existing 21-year-old buried tank for fair market value, rather than demanding a brand new tank ($2,500 - $3,000) in exchange for this old one.

Rymes Heating Oils Response • Nov 15, 2019

We routinely work with all propane providers in the region to purchase and/or sell tanks. It happens all the time, and there is rarely an issue, except when dealing with a tiny handful of companies. We generally have an agreed-upon price with each company, and that price is not dependent on the age of the tank. This is because buried ASME propane tanks do not depreciate when installed properly.

*** is an exception in this regard. Unlike most companies, including our own, *** routinely refuses to pay a fair price for tanks if they are not brand new. They are the only propane company I can think of that tries to claim that a propane tank becomes less valuable over time. The truth is that underground propane tanks routinely appreciate in value over time. The tank at Mr.' house is a perfect example, as it is worth more today than it was when new, due to things such as the increase in the cost of steel over the last 21 years.

We have already reached out to *** regarding this issue, and we are waiting to hear back from them. As luck would have it, one of their customers is looking to switch to Rymes, and we should be able to swap tanks, or we would gladly pay them the same price for their tank as we have quoted them for ours. I see no reason as to why this should be an issue, and hopefully *** will feel the same way.

In summary, Mr. is simply misinformed about the fair market value of a 21 year-old installed underground 500-gallon propane tank. The fair market value for a buried 500 gallon propane tank is, in spite of what Mr. claims, right around $2,500.00, and we routinely pay other companies similar amounts for their 21 year-old or older tanks. When buying tanks from other companies, we do not request lower prices for older tanks. In fact, if Mr. can find me a source of $500.00 21 year-old underground 500-gallon propane tanks, I would be thrilled to find such a bargain.

I went into rymes like I did for 9 years. They quoted me $1.28 a gallon . Previous years I pre bought 6500 gallons. They had a new sales person who decided to lower my amount without asking me.Made it for 5000 gallons.When my amount ran out they billed me for up to $3.49 gallon. I tried to reason with them and in the end removed the tanks.I have been trying to settle this. It took them months to finally change to $1.68 gallon, it was still 30 cents more but I agreed to pay if they removed all the extra fees they put on during their mistake.They are refusing even though they over charged me.They continue to add fees and I was still over charged.
Product_Or_Service: Propane,oil
Account_Number: XXXXXX,XXXXXX,XXXXXX

Desired Outcome

Other (requires explanation) Just remove the extra fees and I will pay all 3 accounts off even though they still are 30 cents more per gallon.

Rymes Heating Oils Response • Nov 15, 2019

To whom it may concern,

In reviewing the account and speaking with our owner we can offer the following breakdown on each account with fees removed if the balances on each account are paid by the end of business 11/22/19.

Account # XXXXXX; previous balance $4553.93, current balance $4250.12
Account # XXXXXX; previous balance $438.04, current balance $390.12
Account # XXXXXX; previous balance $1309.61, current balance $1219.09

Total due between all (3) accounts, $5859.33

Please contact our offices to arrange payment, or for further information.

We sold our home Aug. 15, 2019. Rymes is supposed to reimburse us for
unused propane. New owner has own tank, and were being accused of
parts missing.
We had an account with Rymes heating oil, and always paid on time. But they
would always try to rip you off by charging three times more for work that was
supposed to be done once. We sold our home on Aug.15, 2019. The manager
said he would give us a refund for unused propane in six weeks, which never
happened. We called Rymes, and we were then accused of taking parts off the
tank, which is ridiculous since we do not own anymore. Why do that when they
owe us a refund. Rymes was notified in advance of the move, to come and get
their tank. They took their sweet time. The new owner has his own propane
tank, also. I believe they should pay us what is owed, and the parts issue is
another problem altogether. He is holding our refund hostage. We always paid
our bills on time and that's how we are treated.

Desired Outcome

I am seeking a full refund.

Rymes Heating Oils Response • Nov 07, 2019

thank you for reaching out to us. We have credited your account the parts charge for $45.45, a refund check in the amount of $190.56 is being posted this afternoon and will be sent out in tomorrow's mail.

I have the *** XXXXX as the mailing address, if this has changed please let me know.

Customer Response • Nov 08, 2019

(The consumer indicated he/she ACCEPTED the response from the business.)

In late May or early June I terminated my business with Rymes for failure to meet customer needs. At that time I cleared any outstanding monies owed by me to Rymes oil. They acknowledged that my account was paid in full and that any existing business relationship was ended at that time. They owed me a pre paid boiler tune up but said I had to deal with their service department. I decided not to pursue the matter and let them keep my $180.00 ( aprox) fee.
I acquired a new vendor, Eastern Oil, and they made deliveries to my home and performed my yearly boiler tune. In August my wife and I traveled to Ireland departing on or about the 25th. Of the month. We returned home the second week of September. During the first week of October I received a bill from Rymes oil stating that they had delivered some 75 gallons of heating oil on August 29. The bill went on to state that I was now over the thirty day payment schedule and would incur late fees and penalties. I called them and informed them that our business relationship was terminated in May or June of that Spring and that I did not order oil or propane after that time. Their response is you owe some $200.00 and I have to pay this bill. Since then I keep getting bills and am ignoring them. When I spoke to them I suggested that since they never completed my boiler tune up they should apply those monies to any alleged bill they claim I owe them.
I want them to stop bothering m. Any oil delivery they may have made was not requested by me and I don't know if it was or was not delivered.

Thank you very much,
John O

Desired Outcome

No further contact by the busi Stop sending me bills for oil that I have no knowledge of receiving. They are not to do anything to harm my credit score and recall any collection agency that they may have turned this 'bill? over to.

Rymes Heating Oils Response • Nov 07, 2019

thank you for reaching out, I do apologize for the confusion and frustration that came with the potential propane tank set. I did pull the last call into the office to customer service, unfortunately it was not specified to cancel the automatic oil delivery service, only the pending propane was cancelled based on that call.

We do want to work with you to resolve this situation, and could offer a discount for the fuel delivered 8/29/19. Removing all other fees that have been billed we would like to extend a discounted rate of $2.10 per gallon for the 72.8 gallons, this would be a total due of $152.88, is this something that we could arrange to settle on?

Thank you, and I look forward to hearing from you.

Outstanding bill after delivery. We were told we'd pay for services and propane the night of delivery and were charged for separate things after.
We utilized the emergency service option in January. I spoke with the operator and she informed me they could bring us a delivery but it would require a rush charge and a separate charge for the leak test that would have to be performed. That's fine. We'd pay anything at that point. We aren't on auto billing so I knew we'd have to pay for everything that night. So the driver comes- tells us he doesn't think he even needs to do the leak test and fills us up and goes. Whatever we paid that evening we assumed was for the full range of service and product we received. Now- apparently a charge for 130ish came from this leak test we somehow didn't pay for the night of even after I was told we would have to. Finance charges accrue unbeknownst to us who are under the impression we paid for everything that evening. Still.. 130 dollars for a leak test isn't that heavy a burden on an oil company when our normal transactions are over $1000 easy. Apparently, (according to their billing person) we were contacted 25 times by phone regarding this outstanding balance. They told me they called my husbands phone. My husband had a grand total of ZERO voicemails from rymes. Zero. So if they did call they simply called- didn't leave a message and hung up. Which oddly, they did to my phone the day before they came out to lock our tank. Flash forward to now. My husband gets a call on Monday from a guy saying he works for Rymes and can't find our tank. Mentions nothing about us owing them money. My husband calls him back and gives him the location of our tank. That day I get a call too. No voicemail. Tuesday morning our tank is locked and we have to now pay $400 to get it unlocked and use the propane we have already purchased. Huge oversight on our part which I'm willing to accept. But when we pay for something the day of the transaction we have no inclination there is any balance so when rymes sends a letter we don't bother looking because we assume it's a rates or a sales letter. We have a locked tank over a $130 charge we weren't even aware of. The unlock fee takes us to $400 to get the tank unlocked. I was told we could do a payment plan. Brilliant! I offered to pay half the balance now and half when my husband was paid again. The billing representative said "oh no. You can't do a payment plan." Ok. The woman I just spoke with literally said "it says here on your account you can work a payment plan out." She transferred me to the guy who could help and he says there's nothing he can do. I call a manager. The manager can't over ride the billing guy. Billing guy says "put it on a credit card" then "well borrow some money from someone". Complete refusal on their end to work with us. Why would they? They doubled their money and know we can't do anything about it now. (Probably a good time to start regulating the propane industry.) All of this could have been easily taken care of with a single voicemail on either of our phones. We are responsible people who pay our bills. But human error exists. I can't believe a company working with something like heating fuel would be so unwilling to compromise. Now that they know our tank is locked they refuse to give an inch knowing we are stuck without propane and our home runs on it. "We own the tank and we don't sell to other companies" my husband was told. So the option they left us with is pay us money you don't have by putting it on a credit card or borrowing it from someone we know. We are 5+ years established customers. It's not like this is a habitual thing. I shouldn't have to get into detail about our debt and bills to get them to understand sometimes people simply don't have the money. The refusal on their end to do anything is stunning. Can't be a human being anymore- it'll cost you.

Desired Outcome

We simply want to work out a payment plan. An incredibly short term one at that. We also want to point out that "put it on a credit card" or "borrow it from someone else" does not constitute the company working with us on payment options and certainly doesn't help an already degrading financial position. Imagine someone giving you that kind of condescending advice and thinking it's appropriate. Nobody wants to take these things to such extremes but what are we left with when a company simply refuses to work with you?

Rymes Heating Oils Response • Sep 09, 2019

Dear Ms. Fisher,

I have received a copy of Ms. complaint. Upon review of the account, we have provided Ms. the following information;

On several attempts we reached out via written mail, phone, and email via the primary email (***@gmail.com) provided to us by Ms. to address the balance due from the January 2019 delivery.

In an email to Ms. this morning we explained the above, and also offered to work with her on the current balance.

We offered to waive the following;

$25.00 collection fee
$25.68 finance charges
$50.00 leak test from 1/21/19 delivery

This would leave $175.00 due in order to unlock the tank, either due to the technician at the time of unlock, or prior too, she is welcome to pay this amount in payments, however we are unable to lock the tank until it is paid in full.

Moving forward we do offer a level payments plan, this helps customers spread out their heating costs over 11 months, eliminating large bills, and providing a set amount due on the 1st of each month for automatic deliveries.

We have not heard back yet from Ms..

If you have any questions with regard to this matter, please feel free to contact me directly.

Thank you,
Joannea C.

Account for a tenant of my property was sent to collections and charged to me.
I had a rental tenant in my home. They failed to pay for the propane that they used. I paid $1,300 for that bill. 2 years later Rymes called and tried to collect another $667. I discussed this with the collection person, informed her that we had already paid it and that I was not going t pay again 2 years after the fact (2017). It is now 2019 and they decided to send this bill to collections without even a follow up email, letter, phone call. I have had the same email address for 15+ years so it was not a matter of being able to get ahold of me. I have now paid the bill so that my credit isn't screwed up anymore. If I still lived in NH I would be filling a small claims court case and any other legal actions that a lawyer would feel appropriate. The only reason I am not is because I moved from NH 6 years ago.

Desired Outcome

Pay back the $667.34 that I did not owe them.

Rymes Heating Oils Response • Jun 28, 2019

Upon review of the account we did make an over delivery of 136 gallons on 3/7/17, we were not given the opportunity to retrieve the fuel, however there was mention in a call note that the buyer of the home was paying for the fuel in the closing.

Based on that call note we would have considered the matter closed as the seller was paid for a full tank of full.

Customer Response • Jul 01, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
Rhymes should have called, sent a bill oeven a warning that they were going to send my account to collections. They lady I spoke with said "ok don't worry about it" so I didn't until I got a call from a collections agency.

I have since paid the collections agency and am working to repair my credit. All could have been avoided with a mailed bill, an email, a follow up phone call informing me that I do need to worry about it because I actually did owe them money.

Rymes Heating Oils Response • Jul 03, 2019

At this point, I am unclear what we can do to resolve this issue. Mr. acknowledges that he received the fuel, and that he sold it to the purchaser of his home (and thus cannot give it back). While Mr. may be correct in stating that we could have done a better job of notifying him, we have been mailing statements on a monthly basis since this amount went past due in April 2017, and I don't know why we should have expected him to respond differently to a mailed letter than to a mailed statement of account.

Rymes came out numerous times in the last year to fix our boiler, telling us nothing was wrong yet charging us each time to not fix the problem.
When we moved into our house about 4 years ago, Rymes was the propane supplier. We kept them on and everything was fine for a while. We own a multi-family and our home has 2 boilers. Both boilers failed within 6 months of each other. Rymes replaced both with no problems.

Not even 2 years in, one of the new boilers started having problems. Our tenants would get no heat/no hot water randomly. At first it would come and go. We called Rymes to fix the boiler for the first time in April 24, 2018. They came and said there was nothing wrong with it, saying maybe the tenant was using too much hot water, which they weren't. Not long after that, we had no hot water again. Called Rymes and this time said it just needed a cleaning and would be fine. It wasn't.

For the next year, we continued to have problems with that boiler, each time calling Rymes to fix it. Rymes would come out and tell us nothing was wrong with the boiler, yet the boiler kept giving error codes (6, 23, 24, 62) and our tenants would have no heat or hot water. Either this company is completely inept at their job or was intentionally trying to screw us over. We spent $10,000 total on boilers through them in a 6 month period, thousands of dollars in propane over the years, and they charged us for each visit when they came out to do nothing and tell us there was nothing wrong.

My husband and I spent countless hours on the phone with this company and were dealing with Bill M, the service manager in New London. Every time we dealt with him, he was confused over the situation and it was like we were talking to him about it for the first time! It was unbelievable! He always needed to "call us back". He never once called us back. We were always chasing him down. I even tried to complain about him to the regional manager, someone named Chuck, who didn't even bother to return my two calls either. Terrible customer service, especially since we have been paying customers in good standing during our entire business relationship.

In February 2019, they finally acknowledged that something was wrong with the boiler. They called the manufacturer and got a replacement part for the boiler. I called the manager, Bill M, who told me that the company sent him the part for free so we won't be charged for it. Yet when they came on March 26, 2019, they charged us $170.80 for the part. Not only that, but my husband spoke to this same manager the last time we were charged and he said if we paid $139.60 for the visit on February 11, 2018 he would wipe out the other charges for service and no further charges would apply. Yet, they charged us $125.00 for the March 26 labor.

My husband and I both called because they charged us for the March 26, 2019 visit that the manager, Bill, said he wouldn't. The manager told us he would call us back and surprise, surprise! He never did. The only reason we stayed with them for so long was because they wouldn't give me a straight answer on whether the boiler was still under warranty. It was a huge expense, and if it was covered, we wanted it taken care of. Didn't think that was too much to ask.

While this is not the first issue we have had with this horrible company, it is the one that broke the camel's back. We are done!

Desired Outcome

We want our account credited for the parts and labor that we were told we would not be charged for as your company failed to identify and fix the ongoing issue over the last year. The total amount to be credited is $295.80. We also want an explanation on what the remaining $11.26 balance is on our account.

Rymes Heating Oils Response • Apr 25, 2019

After reviewing the account a credit in the amount of $295.80 *** be issued to the customer's Rymes account, in addition to this credit a finance charge of $3.18 has been waived, along with a discount of $45.94 applied for a delivery that had been paid promptly. This *** leave the customer a small credit of $49.12, we have also reached out to the customer to make them aware.

Customer Response • Apr 27, 2019

(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for addressing our problem. I really hope that the previously mentioned managers get the much needed training in handling customer issues in the future.

Just before Christmas we were without heat for 4 nights and 5 days, each day we called for service and they came out but were unable to solve the problem until the fourth service call. Rymes then sent us a bill for over $800.00 for four separate service calls. I feel if their service staff is not competent enough to find an existing problem and leave me with no heat for four nights, I feel that should be at Rymes expanse and not mine. I do not object to paying for one service call, but I do object to be charged for four service calls when they were unable to correct the problem until the fourth visit and finally restore my heat.

Desired Outcome

Billing Adjustment I feel that Rymes should adjust my bill and accept responsibility for their service staff incompetence and not randomly charge customers for service they are unable to perform or complete.

Rymes Heating Oils Response • Apr 25, 2019

Reviewing the account an initial call was placed by the customer on 12/17/18, the customer agreed to the service charges to dispatch the tech, our tech found that the unit had a hole and condemned it from use.

Rymes did not replace or install a new unit, the customer had a 3rd party contractor perform this. On 2/22/19 Rymes received a call into our emergency line that the customer had no heat, they wanted someone same day and agreed to the service charges. Our tech added HOT (4 in 1 treatment), push/pulled the oil line, and pumped 1 gallon of methanol, the customer was left with running heat.

On 2/28/19 the customer called our over night emergency line, they had no heat, our tech found oil lines to be frozen, oil pump had no suction, and a dirty nozzle. He replaced the nozzle, oil pump, and added 1 gallon of methanol, he suggested that the customer use kerosene in their outside fuel tank.

(The customer has an outside oil tank, Rymes suggests that kerosene be used in order to prevent freeze ups, per customer preference they signed a waiver with Rymes to use oil outside in place of the kerosene, waiver attached)

On 2/28/19 during business hours the customer called for kerosene pricing, however did not place an order for this fuel. On 3/1/19 the customer called in with a no heat call, we had previously scheduled to replace the oil lines that day, tech arrived and completed that service.

In conclusion each call into the office to dispatch a tech the customer agreed to the cost, along with the charge to replace the oil lines. On 3/1/19 the customer received a delivery of kerosene as recommended by the tech. The customer agreed to a payment arrangement to clear the balance by the end of May, at the time we could not waive any additional fees, but did agree that the customer should speak with the credit manager before making the final payment and we would see if we can work with them on waiving anything at that time.

Customer Response • Jun 03, 2019

I would like to continue are compliant against Rymes
.. We were without heat from Feb 22 thru March 1st. Rymes service representatives (I can not call repair man) came to the house on Feb 25, 26, 27, and Feb 28th before they were able to locate the problem and make the necessary repair that left us with no heat for 7 days and 8 nights. On top of this they keep adding finance charges due to putting us 1500.00 in the hole plus medical bills due to having no heat. Rymes suggested it was the people who installed a new furnace on Dec 17,2018 for 1200.00 less then the estimate from Rymes, which in fact had nothing to do with the no heat situation. I have some documents showing the continuous service charges and finance charges, which I am mailing to your office with the case#***(Ref#XX-XXXXXXX-XXXXXXXX-X-XXXX) Attn:

Rymes Heating Oils Response • Jun 04, 2019

I am confused as to what new information has been presented by the consumer. We are being accused of leaving them without heat for eight days, yet they did not receive any calls between 2/22 and 2/28, and our technician left them with a functioning heating system on Fed 22. We responded each and every time that they called, and dealt with the issues that were caused by their choice to use #2 Fuel Oil in an outside tank. The customer was fully aware that their choice to have #2 Fuel Oil delivered to their outside tank could cause issues such as those that they experienced. We so strongly oppose this practice that we require customers to sign a waiver if they insist upon it, as we submitted earlier.

There is no way to say this without being blunt: the customer wagered that they would be able to save more money by not buying kerosene than they would spend on repair costs, and they lost that wager. They agreed to all charges when they called, and if they were dissatisfied with our service, they easily could have called someone else. My suspicion is that the company that they had install their burner does not provide 24-hour service, which is also why their prices were lower.

We truly do our best to work with dissatisfied customers when possible, but I don't see what we could do to help here. We did not leave the customer without heat, and we did not cause the issues that the customer experienced, which were eventually resolved in full when a delivery of kerosene was made to their tank, as we had suggested all along. As we have made clear since the beginning, we would be happy to work with the customer in regards to any finance charges. Their current outstanding balance is $209.95, and only $30.63 in finance charges have accrued. If contact us this week to make an arrangement to pay the remaining $179.35 balance, we will gladly waive the finance charges that have accrued.

Billed for services and repairs that weren't necessary/authorized to fix our heat. Inconsistency in billing. Unfulfilled propane deliveries.
A Buderus system that shows different codes to diagnose any issues with the system. At first, my husband and I thought the system needed to be cleaned so we scheduled a cleaning that took place on October 24th. Later, our heat still wasn't working and we checked the code which read 6A 227. The Buderus manual listed what needed to be fixed. We call Rymes to let them know the cleaning didn't work .They would be there within the next day or two to fix it. Our Buderus was serviced again on November 2nd. The service person left us his cell number in case it still didn't work. Another couple days go by and it is flashing 6A 227 again. I called the service cell and he instructed me to check the pressure gage. I did. It was reading low. He instructed me to lift the lever to release propane into the unit. It seemed to work but shut down within a few days, flashing the same code. We called the service person again. He checked it and said he had to order a few parts. A few days later, he had the parts and worked on the unit for less than an hour. The unit kicked on and was working for a couple weeks when it died again, flashing the same code. We just want heat, hot water , and the use of our stove. The service person comes back again and changes out more parts. The unit starts and stays on for a few weeks. At this point, we receive a couple invoices totaling around $300 and we figured that was fair. It wasn't until a few days later, we received the actual bill for around $2000 and felt leary of their honesty. After four short visits (billed for 4 hours) and several part replaced we asked for the old parts so we could take advantage of any warranties, we were told old parts have been disposed of we do not save them. Soon after receiving the total bill our heat stopped working AGAIN. Same code and the $2000 parts labor cost didn't fix the issue. Rymes contacted an outside service to take a look at our Buderus. During this time we are disputing the charges. We felt that a lot was done that didn't need to be. We still didn't have heat consistently between October and December 24th. After the outside contractor serviced our heat at the end of December it was fixed. Our bill was finally revised but, we didn't receive a statement from the final service.
Between October and December we disputed the bill.
First it was $2000, then down to $826. After the final service we still did not get an audited bill. We have an email saying our new bill would be 826, "your boiler has been repaired. I'm going to make the adjustment to your bill based on what I feel is justified and fair, total $826.91". We tried to schedule monthly payments that we could afford and were told we needed to pay $300 a month (February, March, April, May) to be caught up with our account, now our bill is back up to almost $1200. We have several emails with several different adjustments and additional fees applied to our account. We felt that we weren't being treated fairly. From January to the end of March we didn't receive another adjusted bill. We continued our monthly payments of $74 to honor our contract. The first week of April, we ran out of propane and received a credit notice of account delinquency. 450 gallons lasts a whole year, but not this year. When we called Rymes to get a delivery we were told we needed to pay, in full, $1170 for services. Our propane contract was cancelled per the billing department without our consent and we didn't receive our contracted amount of propane which was completely paid for by this point in April. We received a 50 gallon delivery in December and then Rymes didn't fulfill their obligation to check in monthly and fill during freezing temperatures. Untrustworthy service and added fees, the flippant customer service was insult to injury. They made one attempt to set up monthly payments and blamed us for not trying to contact them.

Desired Outcome

We should only be charge the 826 total. The cleaning, and other service should be included in the 826 amount. The cancellation fee should be reversed and we should get credited for the propane we didn't receive.

Rymes Heating Oils Response • Apr 18, 2019

We resolved all of the customer's concerns with regard to the work performed and the amount billed. We worked with this customer to resolve the billing, and provided a credit on their account, such that the total cost was $826.91. This was on December 27th, and our local manager received this communication from the customer at that time:

"***
Thank you for coming to a just conclusion to the repair of our boiler. Although we will still need to setup a payment schedule for the remaining bill, it will be payed.

Sincerely,
***"

The customer then waited until February 7th to contact our customer service team about setting up a payment arrangement. We e-mailed him the details as requested, and he did not respond back.

We continued to send them monthly statements to indicate that their Level Monthly Payments plan (what they refer to as their contract") was delinquent, as they still had an outstanding balance. Item #12 on the contract makes clear that "This plan includes all fuels delivered to the account listed above, but not any parts, labor, or miscellaneous charges." Item #11 states: "In the event that you do not make your monthly payments in a timely manner, your plan will be cancelled. Any amount due on your account will be due in full immediately, and finance charges will accrue on any unpaid balance."

The customer agreed to the service bill amount back in December, and none of the charges are in dispute. We offered them monthly payments as a courtesy and they failed to respond to our offer. Because their account is delinquent and they have neither paid, nor made arrangements to pay the undisputed charges, we have terminated their contract according to its terms and we have charged them normal fees for finance charges and collections, along with a cancellation fee that is spelled out in the terms of the contract.

We are happy to work with the customer, and the history of this matter shows that we have. However, they have not made any payments towards the undisputed charges on their account. Even if there were still charges in dispute, then they should have paid those charges that were not in dispute. If they cannot afford to pay these charges in one lump sum, then they should have accepted the agreement that we provided to them, and if that agreement was not satisfactory, then they should have called us to negotiate one that was acceptable.

We understand that a customer would not want to pay for items that are disputed. However, these items are not in dispute, and the customer has not paid, nor have they paid in part or made arrangements to pay over time. Understandably, we are not willing to make deliveries to customers whose accounts are delinquent, and I am confused as to what, precisely, we should have done differently.

Please let me know if there is something that I have misunderstood.

We paid them to replace our kerosene tank and fill it - less than a week later both of our fuel lines were clogged and they didn't stand by their work
They had been our provider for nearly 7 years we thought they were trustworthy. They gave us an estimate for $1650 to replace our fuel tank just before new year's then charged us $2000, including $500 for labor for 3 of their guys to goof around and parts galore. Less than a week later both of our kerosene heaters had fuel line error codes - both lines had sludge in them, even though Rymes swore that they filtered the fuel. How does that happen after you just replaced the tank and the fuel lines? Then their guy spent 4 hours on my living floor constantly calling back to the shop because he was locking himself out of the heating system and had to wait for the codes to clear - this was less than 7 days after they replaces the tank. That little incident was $250. They left us without heat on one floor because they claimed our lower level heating system was compromised when we got some water on the lower level- there was nothing wrong with the heater - they got sludge in it. They claimed they needed to take it back to the shop after the third time they couldn't get it work. Then we got upset that they left kerosene spilled all over the new mandatory fuel filters outside and all over the ground - it looked like they were leaking - they charged us nearly $200 to have a kid come out and tell us that they just spilled fuel all over. I called Ed Marshall who knows these systems and in one trip, he cleared the lower level unit's lines and we haven't had a problem since. You know how he cleared it? He removed the internal line - blew the sludge out of it - and put it back. He didn't tells us he needed to remove the entire unit. The man was done in less than 30 minutes - four visits later and *** still couldn't get it to work - all they know how to do is check the line coming in and the filter. Their service managers are completely useless and don't return calls.
I have calle *** O to understand why not only is the install *** $350 dollars above what the estimate was, but why they aren't standing by their work and charging us $450 in repairs that came from sludge in the lines after they replaces the tank and fuel lines.

Desired Outcome

We are asking them to at a minimum, not charge us for clearing the lines after they replaces the tank - and charging us when their guys left fuel spilled everywhere and us thinking that the filters were leaking -Thye charged us $450 in added service costs a week after they replaced the tank - that should not have happened. Moreover, no one explained to us that they were going to go $350 over the original estimate.

Rymes Heating Oils Response • Apr 25, 2019

Upon review of the account we did find that credit should be applied for the over estimation, along with the labor charges from from the January 10th and January 12th, including the removal of a $8.81 finance charge.

This will place a total credit of $788.14 to their Rymes account, we have reached out to the customer to see if they would like this left on the account, or returned to them via a refund check.

Rymes is a joke if you have kerosene. They had been our provider for nearly 7 years we thought they were trustworthy. They gave us an estimate for $1650 to replace our fuel tank then charged us $2000, including $500 for labor for 3 of their guys to goof around and parts galore. Less than a week later both of our kerosene heaters had fuel line error codes - both lines had sludge in them, even though Rymes swore that they filtered the fuel. Since when is kerosene black? How does that happen after you just replaced the tank and the fuel lines????? Then their guy spent 4 hours on my living floor constantly calling back to the shop because he was locking himself out of the heating system and had to wait for the codes to clear. That little incident was $250. They left us without heat on one floor because they claimed our lower level heating system was compromised when we got some water on the lower level- there was nothing wrong with the heater - they got sludge in it. They claimed they needed to take it back to the shop after the third time they couldn't get it work. Then we got upset that they left kerosene spilled all over the new mandatory fuel filters outside and all over the ground - it looked like they were leaking - they charged us nearly $200 to have a kid come out and tell us that they just spilled fuel all over. I called Ed M who knows these systems and in one trip, he cleared the lower level unit's lines and we haven't had a problem since. You know how he cleared it? He removed the internal line - blew the sludge out of it - and put it back. He didn't tells us he needed to remove the entire unit. The man was done in less than 30 minutes - four visits later and Rymes still couldn't get it to work - all they know how to do is check the line coming in and the filter. Their service managers are completely useless and don't return calls.

We now work with Wolfeboro oil - there is a human being answering the phone, there is an office you can easily walk into to speak to someone, and most importantly THEY CALL BACK. Heed the reviews and steer clear of Rymes is you have kerosene or are looking for customer service.

I have experienced bad Customer Service from Rymes twice in the last six months. The first time, I had requested to be on a "budget plan" to make it easier to pay for my propane deliveries. I was denied because I had not sent in the plan form before the deadline. I certainly didn't intentionally miss the deadline, but they have no compassion for someone who makes minimum wage.

The second time was just today. I had requested only a partially delivery for my scheduled automatic delivery. I told the Customer Service Rep. I could not pay for a full delivery, and hadn't even finished paying for the previous delivery. The Customer Service Representative, Emma, cancelled my delivery all together, rather than send a partial delivery. She also apparently cancelled further automatic deliveries. She said, "You will be responsible for watching the tank level and any fees that may apply if you run out after stopping automatic delivery."

I do not think I am asking for the world here. I simply cannot afford to pay for a full delivery. Rymes will not negotiate or try to help their customers, this is just bad business.

They cannot seem to deliver oil w/o problems. They were unable to diagnose furnace problem and replaced a bunch of parts that didn't need it.
In 20+ years of home-ownership this is by far the WORST oil company I have ever done business with. Bought a new house about 1 1/2 years ago and started an account with them. In all the oil deliveries to date there has been a problem with all of them, except one. Only one time did they actually show up when they said they were going to, filled the tank and charged us the price we had agreed to. Other than that every single time they have delivered they have either shown up a day late, not shown up at all, came to deliver and only pumped 10 gallons, filled the tank (200+ gallons) when we only ordered 100 gallons or charged us a price much higher than what we "locked in" for.

And as far as their service department goes we spent almost $1000.00 to get our furnace fixed, took 4 service calls and numerous UNEEDED parts only to find out there was no air in the expansion tank.

And now we're told they cant deliver oil today (like they were supposed to) because the roads aren't great, even though we called them 8 days ago and have informed them (today) that we are almost completely out of oil now.

Desired Outcome

I would like this company to be held accountable for billing people for parts that didn't need to be replaced and charging people for service calls when they didn't actually fix the problem.

Rymes Heating Oils Response • Jan 24, 2019

Mr. is correct that it should not have taken as many calls to resolve his boiler problem, which is why we did not charge him for the last two calls. Mr. is under the impression that the only issue with his system was the expansion tank, and that all of the other work performed was not needed. However, I reviewed the service history, and that is clearly not accurate. We have already provided the followup calls free of charge, the work was necessary, and the amount billed for the service calls is fair.

Regarding the pricing, we have explained multiple times to Mr. that (like every other oil company in the region), we charge the customer the market price for the oil at the time of delivery. If he pays within 10 days, we then apply a discount off of the market price for prompt payment. We are not charging him a higher price than what he was quoted, we quote him the discounted price when he orders, and so long as he pays within 10 days to qualify for the discount, that's exactly the price he pays.

Lastly, Mr. is upset that we had to postpone his delivery by a day due to a snowstorm. First and foremost, it is not unusual to have to postpone deliveries due to snowstorms in January. Mr. simply waited too long before he ordered fuel, leaving himself less than a day's worth of fuel in reserve. Had he ordered fuel a week earlier, a one day delay in the delivery schedule would not have resulted in an emergency situation. More importantly, he failed to mention in his complaint that we sent a technician out to his home, free of charge, to put some oil in his tank to make sure that he didn't run out, even though this was in no way our fault.

Customer Response • Jan 25, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
As far as the furnace repair situation there were two problems - 1) it was short cycling and this did require a new oil pump, however the second problem was the pressure relief valve continually blowing off. The remedy was that there was no air in the expansion tank. However, prior to diagnosing that problem they replaced multiple parts that didn't need to be replaced:the pressure relief valve, the component that adds fresh water to the system, one of units that lets air out of the system etc. So while it is true that some of the parts and labor were need, most of it was not. Still had to pay for it though. If you want to just keep throwing parts at it until you finally figure out what the problem is that's up to you , but when you discover those parts aren't actually needed you can't expect the customer to pay for them. If I brought my car to the mechanic and they replaced parts that didn't need replacing that would be considered a fraud and so is this. Your inability to diagnose the problem correctly is YOUR problem, not the customers.

AS far as the oil delivery delay, we ordered oil 8 days prior, not the day before. We even called (my girlfriend called and then I called) and told them we ordered this oil 8 days ago and now we are almost out and were told we'd have to wait until the next day. And I filed this complaint that same day while at work and was unaware that they had sent someone to the house with 20 gallons as the last thing they told me was that I had to wait until tomorrow.

As far as oil pricing goes you (the customer) call to find out the price. You agree to do business based on the price, They deliver and there is a much higher price. You call to inquire and are told that you specifically have to say that you want to "lock in" or you have to pay whatever the price is the day they delivered, no matter what it is.

Once I ordered 100 gallons and they delivered 10. Left a note that because no one was home to bleed the lines they would be back the next day to pump the rest. Well we weren't out of oil and therefore the lines didn't need to be bled. They came back the next day to deliver the rest. They then charged us for 110 gallons even though they were only supposed to pump the remaining 90. (still to this day not sure if we ended up with 110 or 100) Their receptionist told us they were going to take us to collections if we didn't pay for the extra 10 gallons and insisted that they had done us a favor.

Another time we ordered 100 gallons and they pumped approximately 200, which we had to pay for. This is our second winter with *** and in all our oil deliveries only 1 of them has gone thru w/o some type of problem.

When you call with a problem the female that answers the phone is quite often rude. All in all this is a lousy company to do business with, in my opinion.

And to be clear, I am not faulting the service guys because it took so long to find the problem. They worked very hard to try to make it right. What I have a problem with is paying for unneeded labor and parts.

Rymes Heating Oils Response • Feb 12, 2019

Document Attached***
I understand that Mr. doesn't agree with us about the need for the repairs that we made, but I have had multiple people review the details of the work performed, and I remain confident that all of the repairs that we made were needed. Had our technician not replaced some of those items, the trouble would have continued or reoccurred later, and he would now be complaining because we were unable to resolve the issue as quickly as we should have.

As for the oil delivery delay, we were delayed one day due to bad weather, something that is fully to be expected in NH in January, especially in an area as rural and hilly as where Mr. lives. No ***-call customer should allow their tank to get so low before ordering that a one day delay results in a runout. This is no different than waiting to fill your car's tank until the "Miles to Empty" reads "8" when you are seven miles from the nearest gas station - more often than not it *** be fine, but it is still very unwise.

Lastly, I *** reiterate what we have repeatedly told Mr., and what we tell all of our customers regarding oil pricing. For what it is worth, this also applies to every other oil company I can think of in the region: Oil prices are quoted as the "cash price", which is the price that a customer receives if they pay within 10 days of delivery. Because we cannot know when our customers *** pay, our delivery tickets are priced at the non-discounted price, and then clearly list the amount that the customer should deduct from their payment if they pay within 10 days.

I have attached a copy of Mr. most recent delivery ticket to underscore just how obvious this is to any customer. Mr. stated that he has been purchasing oil for over 20 years in his original complaint, so I find it hard to believe that this is the first time he has encountered this pricing model, and even if he were truly confused, we have explained it to him repeatedly, and that confusion should have been fully dispelled prior to the time at which he made this complaint. In the end, he has never failed to receive a discount, so he has received the price he was quoted each and every time we delivered.

I would very much like to resolve Mr. concerns, but he has provided no new information in his response that would indicate that any further actions on our part are merited.

Customer Response • Feb 14, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
How Rhymes can justify replacing parts that there was nothing wrong with, is baffling.

The bladder in the expansion tank had no air in it and THAT is what was causing the pressure relief valve to blow off. However, because the technicians were unable to properly diagnose the problem they started replacing parts in hopes that they would find the problem. When one new part didn't fix the problem they tried another and then another until finally they checked the air pressure in the bladder and discovered it was at zero. After putting air into it,it worked fine. Had they checked this first, NONE of those parts would have been replaced because there was nothing wrong with them.

Why stop there? Why not replace the entire boiler? I mean after all it would have failed at some point, right?

To attempt to justify this action by saying that these parts would have failed in the future is absurd and in fact proves that they knowingly and willingly replaced parts that did not need to be replaced.

The fact that they refuse to acknowledge this is disturbing at best and criminal at worst.

As far as the oil pricing goes it would seem that they refuse to address this issue as well and instead would rather try to make me out as an it that can't seem to understand how the cash price model works. So let me be perfectly clear so that there can be no more confusion. I absolutely understand how the cash price model works.

Let me give a hypothetical example of what I'm talking about just for illustration purposes:

You call and request the price of heating fuel. The cash price that day is $2.50/gallon. Based on this you agree to buy 100 gallons from them.

A week goes by and they finally deliver. On the ticket you notice that the cash price is now listed at $3.00/gallon. So you call an inquire. You are told that today's cash price is $3.00/gallon. You complain that you were quoted $2.50/ gallon and they start to get snippy. Then they tell you that unless you specifically state, "Lock me in at that price" at the time of the quote then you have to pay today's cash price. And even if you did verbalize this (which you shouldn't have to) they *** not honor the quoted price until they go back thru and check the phone recordings to make sure you said, "lock in". Then and only then *** they honor the price you were quoted. And then they give you an attitude like you're the one trying to *** them.

This business practice is misleading and deceitful. A person decides to do business based on the price they were quoted.They do not call and say, "I'd like a quote on oil, but when you deliver it go ahead and charge me whatever you feel like."

It would seem that Rhymes refuses to take responsibility for ANY portion of my complaint and even tries to legitimize the replacing of parts that were not faulty. I think their response to this complaint *** certainly be very educational to what type of company this really is to any future would-be customers that read reviews prior to doing business.

And to be clear: I am not looking for a refund. I am looking for them to be held accountable for dishonest, misleading, deceitful and fraudulent business practices.

I never ordered oil from Rymes Oil but they delivered 60 gallons anyway. They trespassed on my property and put the wrong type of oil in my tank.
On 12DEC2018 Rymes Oil delivered 60.8 gallons of #2 fuel oil to my house. They left me a bill for $185.99. I never requested this oil and I have never done business with this company before. Therefore, they trespassed on my property. The Oil I have been using is known as B-5. It burns more clean in my furnace. When Rymes delivered #2 Oil, it mixed with my B5. Therefore, if I had them come pump out what they delivered they would be getting a mixture of my clean oil and I would be stuck with their dirty oil and my furnace would need cleaning. I am not responsible to pay for this 60.8 gallons that they pumped into my home without permission. I already have to pay for a furnace cleaning due to their mistake.

Desired Outcome

Rymes can either not charge me the 185.99 or they can pay for a third party to come pump out the entire tank, replace entire tank with B5, and clean my furnace of all carbon due to the wrong oil they put in being burned.

Rymes Heating Oils Response • Jan 18, 2019

As we explained on the phone, we definitely apologize for the mistake, and we are happy to work with Mr. to resolve this situation. We have already offered Mr. a massively discounted price for the fuel that we delivered, and we'd be happy to add pure B100 biodiesel (free of charge) to his tank to equal the 5% that he normally receives. We would also be happy to come pump it out if he prefers.

Mr. indicates that the fact that he uses B-5 Biodiesel complicates this matter, but that is not the case. B5 is simply a mix of regular "dirty" oil and 5% biodiesel, so we could simply add three gallons of biodiesel to his tank and he would once again have 5% biodiesel. Further, Mr. seems to be unaware of the following two facts:

1.) Nearly all of the oil sold in the state generally contains just under 5% biodiesel.
2.) This is because Biodiesel is cheaper than regular heating oil, more so since the switch to Ultra-low Sulfur fuel, so the large suppliers blend in as much as they can.

Lastly, I have no idea why Mr. would have had a furnace cleaning performed due to this incident, as nothing about introducing regular fuel oil would necessitate such an action. If Mr. were to insist on us pumping out the oil instead of paying a significantly reduced rate (under cost), then we could add biodiesel to his tank to ensure that the oil in his tank isn't "dirty".

We are not looking to make any money off of this delivery, and Mr. can benefit from our mistake by receiving 60 gallons of B5 or better at a significant savings if he chooses. Otherwise, all we ask is that he allow us to come get our oil back, and we *** add biodiesel to his tank to ensure that he doesn't end up with less than 5% biodiesel.

Customer Response • Jan 26, 2019

(The consumer indicated he/she ACCEPTED the response from the business.)
I settled for a reduced rate on the oil however, I view this as bad business practice. If a oil company delivers to the wrong house they should cover the expense. If they don't want this to happen they should have their drivers deliver to the correct houses.

They refused to complete the work in my home and are sending me bills with late charges applied and threatening my credit
I contacted Rymes because my heat wasn't working. They sent a technician to fix the issue. he said it was the thermostat. he said he needed to order one like the expensive digital one I had. But he installed a inexpensive older one he had. said he would need to return to install the new one when it came in. he never returned. I received a bill a few weeks later for 259. 175 of the bill was for a thermostat. I called to find out when the thermostat cold be installed before I pay. I was told that because my dog bit the technician he refused to return to my home. I was here the entire time and my dog bit no one. I offered to put my dog in another room while work was completed and I was told. "No, we aren't coming out and find someone else to fill your oil tank" I said no problem and I did.

Dead River came out and the tank was red flagged. it was leaking and dangling dangerously off the ground. The tank was replaced by Dead River and they are supplying me with fuel now.

I received another bill from Rymes with a late charge attached. I called to ask them to adjust the bill to reflect the less expensive thermostat that was installed and I would pay the bill. I was told that the person I was speaking too didn't have the authority to change the bill but she would look into it and call me back. She never called back and I received another bill with yet another late charge. my bill is at 289.96 now.
Ive tried to call three times since then. I was left on hole for 45 minutes then disconnected. now my calls are answered and hung up on in the order they are received.
They are threatening my credit and refusing all communication with me. I feel im being bullied into paying a lot of money for services and equipment I have not received.

Desired Outcome

adjust my bill to reflect the $16.00 thermostat i received against the 175.00 they are billing me for the temporary thermostat. remove late charges. its only late due to the owners complete lack of attention to resolving this matter fairly.

Rymes Heating Oils Response • Jan 24, 2019

First and foremost, we checked with the technician, and he did specify the wrong part number on the paperwork. I have updated the amount charged to reflect the difference, which has resulted in a credit of $82.99. Ms. also called in to pay her bill today, so we have refunded the difference to her credit card.

For what it's worth, we did not originally bill her $175.00 for the thermostat, we billed her $134.50.

Secondly, Ms. dog did bite our technician, please see the attached photo. Further, Ms. admitted as much to our manager, saying that the technician got between her and the dog, causing the dog to bite.

Most importantly, we didn't refuse to go back out to finish the work, we insisted that she have her dog sequestered prior to sending someone, and she got angry and hung up the phone on our manager.

My apologies for the billing error, and I believe that this matter should now be resolved.

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Address: 257 Sheep Davis Rd, Concord, New Hampshire, United States, 03301-5747

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+1 (603) 330-0209
+1 (603) 788-4972
+1 (603) 228-9165
+1 (603) 357-1034

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