Rymes Heating Oils Reviews (%countItem)
Rymes Heating Oils Rating
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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Heat is broken, I have had no heat at all since 12/6/18. They ignore my requests. 35 degrees inside and I am freezing. They will not respond.
I phoned them because my heat did not work at all. They came out 10/31 and charged 359.10. Then I had only cold air, so called them again. They FINALLY came back 11/9/18 and charged 189.00. It didn't work well, but it finally got to the point I couldn't stand it at all, and called them again. After BEGGING them, because I had very little tono heat they came out Dec. 8 or 9. The guy said the heater was broken. It was the same from the first time he came out, but he didn't figure it out. He was young, and inexperienced, but that is aside from the point. They shouldn't send people that don't know what they are doing. He did show me how I should hit it with a wrench to see if it might work. I have been without any heat since the 5th. I have called them and emailed them many, many times, and they don't respond. I finally got a call from them last night, and they said they found the part (Irving and Goodrich both had, so it wasn't very rare). Anyway, I kept calling them, and they said they will be out. Maybe. I am 64 years old and have had to sleep on the kitchen floor for the last two nights with the stove on for heat. I do not feel that I should have to pay for there mistakes.
I do not feel that I should have to pay for their incompetence. More than that, no person should have to be cold this in new Hampshire. They should have to respond right away when you have no heat.
We are in the process of trying to contact Ms.. We left voicemails for both her and her daughter.
(The consumer indicated he/she DID NOT accept the response from the business.)
I received an email from Rimes on Jan 11,2019, requesting that I pay them 533.04. Two days later I received a bill for 731.68. It stated until I paid my previous bill, I would get no service.
I have always paid my oil bills prior to getting my oil. When my belt driver mower was broken, my oil was still used up.
When they came out on the 9th For the third time, they assured me there would be no charge, but they did charge me anyway. The repairman didn't do anything but show me that I should "hit it with a wrench" and he said it might start!
I work for *** which has an Energy Program, and works with the heating companies. I was lucky enough to have the manager of this program reach out to them on my behalf to finally have them fix this. If I did not work there, I would still be freezing.
I am a sixty-four year old woman that was freezing and sleeping in front of the stove for warmth. How dare they be so callous and treat people this way. Shame on them.
We had two related issues with boiler, within 1 month period, (2 caused by 1) and we had to pay for both,
Wrong charge for oil delivery. No call from
Back in December 2017 we had boiler issue and called for repair. Technician came on site, fixed the issue (replaced controls) without checking the actual thermostat - which was damaged to begin with. Few weeks later circulating pump broke, due to new controls panel. New technician came on site, spend 2 hours rewiring and replacing pump. We had to pay for that as well. I refused to pay the second bill until operations manager calls me with the explanation. I have tried multiple time to call, left messages on a voice mail as well as with the person. In February we went on vacation to Brazil, one week before our trip I called again asking for manager - no luck and informed person on the phone that I will be traveling for the next two weeks. During our stay in Brazil we received a call and were informed if we don't pay now - Rymes won't deliver oil to the house (basically house would freeze). We had to pay.
Oil was delivered, and according to the bill - full tank. We get to the house few weeks later - only 1/4 left....that means that we did not receive full tank...We were trying to talk to the manager looking for explanation, nothing....
We paid anyway.
We got another delivery before summer (full tank this time) and refusing to pay until somebody from the company calls us with the explanation of this type of service!
Looking for the reimbursement on 2nd boiler repair. and some refund on oil delivery.
The complaint alleges three things:
1.) That we have not returned the customer's phone calls.
2.) That we made a repair to the consumer's boiler that somehow caused a
second issue.
3.) That we did not deliver a full tank of oil on 2/22/2018.
First and foremost, our local manager has spoken with the ***s repeatedly since the events in question. The problem is not that we are not communicating with them, the problem is that that do not like the content of the communication.
Regarding the service issue, we replaced a switching relay on December 2, 2017. On December 23, 2017, we were called back out and we replaced a circulator. I do not know why the ***s think that one repair could have caused the other, but I can think of no possible way that a relay replacement could result in a bad circulator, especially considering that the same rely is installed in the system to this very day and there have been no renewed problems with the circulator. We did advise the customer of a cracked baseboard in July, 2017, and if that allowed the system to be low on water, perhaps that may have affected the circulator's life expectancy. Unless there is some other information that was omitted from the complaint, I see no reason why either of these service calls would be non-chargeable.
Regarding the February 2nd delivery of oil, our delivery truck GPS tracking shows that the delivery was made to the correct location. If, for some odd reason, the driver did not fill the tank, we are confident (based on the GPS) that the fuel was delivered to the right location.
Further, the meter on the truck is certified and sealed, and the exact amount printed on the ticket was delivered to the ***s' house.
I think I have addressed all of the issues in this complaint, please feel free to reach out with any questions.
Thank you for an opportunity to comment after the case was closed. We have posted an answer back in August that for some reason didn't process correctly and the case got closed due to lack of response.
The property in question is a vacation home.
On December 2nd the relay was replaced by one of the technicians. On December 23rd a different technician came to fix circulator that was controlled by an earlier replaced relay. A technician spent over an hour trying to figure out wiring of the newly installed relay. He ended up redoing all the wiring and then replacing the circulator. He also commented that a previous technician was no longer with the company and the initial job was done poorly.
After that we have reached out to the office in the attempt to connect with one of the managers. On every attempt we were told that someone will call us back. We have provided a detailed reasoning for the call and wanted an escalation. We requested an explanation on both repairs before paying a bill. Our oil delivery payments were up-to-date. We warned the office that we will be on vacation in-mid February. On February 13th as we were outside of the country boarding a plane a service person called us and harassed that they won't deliver oil until we pay the repair bill. I explained that we were waiting for manager's call back, but she mentioned that the manager is not going to discuss this with us as he is sure there is nothing wrong with those repairs. She ended up saying "you don't pay - no oil for you". I had no option but giving her credit card authorization to avoid freezing our house in the middle of the winter.
On 2/22 105 gallons of the oil was delivered to the house. (previous oil delivery was on 12/29/17 in the amount of 197 gallons) When we came to the house on 3/17 the tank was almost empty - the gauge was at the very bottom. We called Rhymes that evening but they said there is no way they will deliver on a weekend as we should have enough and most likely we just have gauge issues. We tried multiple times and they offered to deliver for $200 extra charge. The answering service promised to deliver first thing on Monday. However, the oil hasn't been delivered on 3/19 and only been delivered on 3/20. 225 gallons were put in the tank - basically the tank was empty. We had to pay someone to go back to the house to make sure the boiler was still functioning and didn't stop because there was no oil at the time of delivery.
I have reached out to the office and after days of calling back I was finally able to talk to a service manager. I explained the fact that only 104 gallons were delivered on 2/22 is alarming and doesn't make any sense with a number of cold days we had since our last delivery. I also mentioned our disappointment with how repairs were handled and the lack of communication from the office. The manager didn't want to acknowledge the fact that something went wrong with the delivery and demanded that I just pay the bill. After a long conversation we agreed that he will reach out to the driver and look into the numbers and get back to me. I explicitly stated that I will not pay the bill until I receive answers to my questions. He acknowledged that and promised to get back to me within few days. A week later I reached out again as I haven't heard back from John. He didn't provide any explanation and said that the best thing is to pay the bill and move on as he is sure everything was fine on their end and most likely our delivery whistle/stopper is broken. He also mentioned that we can pay them extra for fixing it...
We've never heard back from anyone from the company other than few calls on trying to collect the payment. On every call I explained that I am awaiting manager's call back with explanations before I pay the bill. They keep adding late fees to the bill for months without answering our questions!
I still want an explanation on repairs and why wiring was done poorly and required an extra hour of work from the technician who came to fix "another" issue. After it was done right by the second technician we never experienced problems. The oil delivery wasn't done right! It was fortunate that we were in the house that weekend, otherwise the house would freeze resulting in major repair bills. The amount that was delivered was a Rymes mistake - our whistle/stopper is working perfectly and we never had any issues with it.
I appreciate you looking into this issue.
Best Regards,
*** Family
That works for me.
Please send the bill for that amount and I will pay it right away. Please remove all late fee notices so it doesn't show on my credit report.
Thank you
Rymes failed to diagnose and then made unnecessary repairs to my gas fired boiler over a 4 month span.
I am a long time customer of Rymes. I contacted them to do a yearly cleaning on my 9 year old, Buderus gas fired boiler. The technician informed me that I needed to have it cleaned again in 3 months because it was really" dirty." When asked why, he did not have an answer. In October, the system failed to respond resulting in no heat or hot water. Rymes arrived and "unplugged" the system and got it up and going. However, at no time did anyone try to find out WHY the system was plugged so soon after a cleaning. Within a week, it was malfunctioning again. More parts were replaced. Problems continued from this point on through the month of January, with no diagnosis ever made. Major internal parts of the boiler were replaced. In effect, I ended up with a mostly new boiler. Additionally, 3 radiators needed to be replaced. During this time, I made phone calls too numerous to keep track of asking why days and weeks went by with no word from Rymes about when parts would arrive or when the problem would be fixed once and for all. Some reasons I was given for delays were: Wrong part was ordered; Many customers are having heating emergencies; Waiting for the part to arrive; At one point I even offered to drive to the distribution location to pick up the parts myself.
The service manager also claims to have emailed Buderus but never received a reply. I have since found out that the reason he didn't hear back is because Buderus does not have a way to email them for service questions... you need to pick up the phone and call them. They have no record of anyone contacting them about my boiler - they register every inquiry about one of their boilers according to the serial number and they have no record of ever being contacted about my boiler.
I was told by the service manager at Rymes that my expertly installed, high-end boiler was "at the end of it's useful life...improperly installed...tampered with." I was also told by Rymes that there was something wrong with my well water as their way of explaining why rusty gunk was oozing out of my radiators. They didn't diagnose that the gunk was deteriorating coolant, which may have been what was clogging the system in the first place. There is a dated tag on the boiler alerting them to the fact that coolant was in the system and at no time did anyone ever think to flush the entire system.
I have spent many months researching Rymes actions as well as the questionable claims. I have spoken to the manufacturer, hired a certified Buderus technician and had my water tested. All of Rymes claims have been proven false. My system should have a 20 year life span with proper servicing. I have also found out that the major internal parts Rymes replaced may have been covered by my warranty. Rymes simply did not know how to service this type of boiler properly and never stopped to fully evaluate and diagnose the problem instead of blindly replacing parts. Instead of researching the service requirements and talking to the manufacturer, they replaced part after part resulting in a huge and unnecessary charge to my account. They have credited me for some of the many service calls they made, but it is not enough and I should not have to pay for the fact that they were not fully informed about how to properly service the system. Though Rymes has been the only company to service the system since it was installed, the tags to reflect that are not on the boiler.
I sent John R a 6 page letter in January via certified mail, outlining everything that happened and how dissatisfied I am with what has transpired. A month went by without a response. I called and spoke to a senior service rep and emailed her a copy of the letter since she had not heard anything about it. A week went by without a response from her. I emailed her again and then received a letter saying that the charges stood.
I sent another letter stating my desired outcome, and haven't heard back from them.
I am willing to pay for the $979.49 of the $2,116.27 that Rymes has charged me for. To this day, Rymes did not do a total evaluation of my system nor ever make a diagnosis. Had they talked to the manufacturer and read the service requirements for my system, potential problems would have been anticipated/avoided, and fixed in July of 2017, rather than continuing week after week throughout the height of the heating season in January of 2018.
Ms.' has already paid her outstanding balance, so I am unclear if this matter is still in dispute. However, her complaint leaves out many pertinent details, introduces others that contradict our experience, and glosses over other details that actually explain why she has had problems with her boiler.
Here are the most pertinent details:
1.) Our technicians have found multiple items over the course of this
matter to indicate that someone other than Rymes has been tampering with or "adjusting" the system after our staff have left.
2.) Ms. acknowledges that her system has rust inside of it, but
swears that her water supply is not the cause. I can think of no explanation as to how rust entered the system, other than from the water supply.
3.) As she mentions in her complaint, we installed three new panel
radiators. When those radiators were installed, we flushed the system to remove coolant/anti-freeze.
4.) The technicians that worked on her boiler regularly service this
type of system, and the assertion that we are somehow unaware of how to properly do so is quite simply false.
5.) As a means of attempting to resolve this issue, we have already
applied many credits to Ms. account. We have also not charged her for many calls as we tried to remedy this problem.
6.) The only amounts that were outstanding on her account, beyond the
$979.49 that she does not dispute, are for the panel radiators that had to be replaced due to an inability to source replacement parts, not through any action or inaction by Rymes. We have already credited her for the labor and for a portion of the parts on this call.
I see no reason at this point why any additional credits, on top of the significant credits we have already issued, should be applied to Ms.
***' account.
(The consumer indicated he/she DID NOT accept the response from the business.)
I completely do not accept this outrageous response from Rymes.
First of all, I paid the balance on my account ONLY because I did not want my credit rating damaged and because YOU, Rymes, DID NOT RESPOND to the Revdex.com complaint. Why are you suddenly responding now, many weeks after the case was closed? The fact that you did not respond to the Revdex.com's complaint that a long-time customer of yours felt compelled to make, says a lot about how you conduct your business and disrespect your customers.
Second, there was DETERIORATED COOLANT in my system, NOT RUST, which Rymes should have drained YEARS AGO. Buderus recommends the system be drained every few years. That's what the so-called "rust" was. Rymes drained the system as a LAST STEP on their LAST OF A SERIES OF VISITS THAT WENT ON FOR MONTHS and for the first time in 9 years. Had they drained the system in July or October 0f 2017, perhaps no further problems would have occurred.
Thirdly, if Rymes would like to see the results of the water test I had done, I'm happy to send it to them.
Fourth, NOBODY OTHER THAN RYMES HAS EVER TOUCHED MY HEATING SYSTEM. THE CLAIM THAT SOMEONE ELSE TAMPERED WITH MY SYSTEM IS AN OUT AND OUT LIE TO COVER UP THE FACT THAT RYMES TECHNICIANS MADE MISTAKES.
Finally, Rymes' technicians admitted to my tenant that the first technician that came to my house in July didn't know what he was doing and was let go by Rymes. My tenant was also told that many of the problems went on for months were due to a lack of follow through on the service manager's part. To this day, Rymes has never made a diagnosis. Doesn't it make sense that if deteriorated coolant was circulating through the system, it would seriously alter the system's ability to function? If you're claiming that's the issue, why didn't your technicians flush the system in October? If Rymes had diagnosed the problem right away, then the issues would not have continued for months.
Rymes simply has no credibility at this point. Your response reads like a long list of excuses and lies.
It does not appear that there is any hope in resolving this issue. Our response to the Revdex.com was definitely delayed, simply because I was not aware of the complaint. We routinely respond quickly to these complaints, and while going through our online rating I noticed that this complaint (and one other) showed as closed with no response, so I rectified that issue.
I am aware that you claim that there was "DETERIORATED COOLANT" in your system, and while now you say that there was no rust in the system, your original complaint clearly referred to "rusty gunk". Regardless, our technicians flushed your system multiple times, throughout the course of this saga.
It sounds like you have found a new company that you feel provides better service, and it sounds like neither you nor we can agree to what actually happened here. We have already provided steep, steep discounts in an effort to make you happy, and I am unclear as to what more we could do to help resolve this issue. The only labor we charged you for was the portion of work that you did not dispute, and the only other charge is for the panel radiators that we installed, and with which you have not stated you have any issue.
In other words, we have already credited you for the work about which you have complained, and the only work for which we have charged you is the work that you have not disputed, so I am unclear about how best to proceed. Please advise.
Was never told that a lock would be placed on the tanks and a fee charged to remove it because I forgot my purse the day delivery was due.
We had a delivery of oil made. We called several times for a time frame and were shut down about it. I did not want to drive to the old house to get my purse as I did not want to miss the delivery and have to wait for another delivery. I explained that to the delivery driver. He told me to make the payment over the phone when I got back to the other residence. He NEVER said anything about placing a lock on the tanks and that I would be charged $125 to remove that lock. I called to make the payment when I got home, but it was closed. I sent a check that night, a Friday, from the post office in town, so I know it was received by Monday. Yes, we were given a discounted price to remove the lock, but the point is that we were NEVER TOLD about the lock or the fee. This is unethical practice.
We want a refund of the $62.50 we were charged for something we were never told about. Had the driver told us about the lock, we would have called my father to give a payment over the phone. We also want the tanks removed so we can get service from a more reputable company.
Ms. has already complained to the State of NH Consumer Protection and Antitrust Bureau about this matter. I have pasted my response to that earlier complaint below:
I am writing in response to the complaint that was filed by Ms.. Ms.' account was on a Collect On Delivery status, and she assured our customer service team that she would be present to pay for the delivery, and she also assured our driver when he arrived that she would provide a check. In the end, she did not provide payment for her propane until January 31.
I would like to point out that, prior to even dispatching a truck, we had already waived a special trip charge, a pressure test fee, and agreed to make a delivery smaller than our regular minimum delivery amount. Additionally, we only charged her a reduced rate to send someone back to her home. In spite of the fact that we had already done our best to help her out in a bad situation, Ms. remains dissatisfied with the reduced labor charge we assessed when it was necessary to send someone back to her house.
There is really no way to have avoided this additional cost. Hard experience has taught us that leaving the tank unlocked in a situation like this almost always results in a collections problem, plus additional fees for the customer: nobody benefits. Similarly, if Ms. had notified the driver when he arrived that she did not have her checkbook, he would have gone back to his normal route and we would have had to charge her a special trip charge to send the truck back a second time. I should hasten to point out that Ms. had not previously paid for any of the gas in the tank. If that had been the case, we would not have locked the tank.
In the end, Ms.' actions created a situation that required us to send someone out to her house. Sending someone to her house is expensive in terms of labor, vehicle costs, and other ways, and is a chargeable service. We have already waived multiple fees and requirements for Ms., and we have also reduced by half the cost of the second visit to her home. In light of all that, I feel that we have been more than fair, and it would not be appropriate to remove that charge from her account.
(The consumer indicated he/she DID NOT accept the response from the business.)
My title is Mrs. First of all, not telling a customer about the lock and the fee to remove it is UNETHICAL. Second, whether or not I am on "pay upon delivery" is not the point. The point is, I was never told about the lock and fee. The point is, Eastern Propane never pulled this unethical behavior. I WAS NEVER TOLD ABOUT THE FEE. That is unethical business practice.
MRS.
On February 22, 2018, at approximately 7:00 AM, Rymes delivered oil to my residence. I assume this was the first delivery of the day for this truck and therefor the truck was full and very heavy Upon coming out of the house later that morning at around 10:00 AM, I discovered that the driveway had been badly damaged. I called and a representative came to the house and inspected the damage. Because they failed to get back to me, I had to make numerous phone calls (at least 10) about whether they would repair the damage. After about six weeks of making phone calls and finally sending a Certified letter to them, the representative called and then emailed me stating that they would not pay for the damage to the driveway. In that email, he admitted that they had used the driveway many times without any problem. It is my position that the company and the driver were negligent by not taking into consideration the recent rain and thaw during that period. The driver delivering the oil should have parked at the end of the driveway and pulled the hose to the fill pipe rather than driving down the driveway. I have seem many other oil company trucks park on or near the street and drag the hose to the fill, especially during the spring thaw.
Product_Or_Service: Oil delivery problem/Damage to property
Repair I have an estimate for the repair and sent it to Rymes asking them to pay for the repair. They have not responded. The estimate was for $2,411.00 The company should pay for the repair of the driveway because they were negligent in delivering the oil.
While some companies choose to park on the street when delivering fuel, our drivers are instructed to always use the driveway when possible. This is because parking a truck in traffic and performing delivery operations on the side of an active road is significantly more dangerous for the driver and passing motorists. This is not an academic distinction, either, as there have been a number of delivery drivers killed or seriously injured over the years after having been struck by a car.
On top of that, driveways are meant to be driven on, and any home that uses oil for heat can and should expect an oil truck to drive on the driveway. If it is not possible to drive on the driveway without damaging it, then the driveway is either badly constructed or badly maintained. Even during the spring thaw, a driveway with proper drainage will not experience damage from one of our trucks. Had our driver driven off the driveway and across the lawn, then that would be a different story.
Parking in a customer's driveway to deliver fuel is not in any way negligent, nor is Rymes in any way responsible for the proper maintenance of our customers' driveways. While we are unhappy that damage occurred, this is a matter between Mr. and his homeowners insurance company.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept Rymes' answer. Rymes' answer shows a general indifference to customer satisfaction and is a clear indication of their inability to accept that their delivery service was negligent. It shows a total lack of responsibility and a "pass the buck" attitude. If I file a claim with my insurance company, then my insurance rates go up. They were the ones at fault. They were the ones who damaged the driveway. As an oil delivery company, they should realize that a quick spring thaw combined with rain can undermine any roadway, even when properly maintained. They admitted that they had used it many times without incident. They know their trucks are very heavy, especially when full. I guess this is just an indication that Rymes drivers lack the expertise and experience to make proper determinations as to whether they should drive down a driveway during certain times of the year. If the driver thought he should not drive down the driveway, he should come to the door and ask the customer for permission and explain possible consequences. If they ran over a child, would their excuse be that the child had never been in the driveway before and the customer should have kept the child in the house? This refusal to accept responsibility and their lack of expertise will eventually catch up with them as they lose more customers. I certainly will not recommend them to anyone.
I was delivered propane which I did not order want need now I'm being charged late fees and everything else which I don't even have credit acc
I was delivered propane which I was not aware of until I got the bill I called they told me that it was a mistake I shouldn't have to pay for it then another bill came and it was $50 more than the delivery with all the late bills tacked onto it I had I do not deliver on my account because I wanted to move my tank this company has came up with fees and other ways to steal from the poor and the people on fuel assistance and that's why I moved my fuel assistance I couldn't move my propane at the time because it cost too much money cuz I had a full tank of propane they had to use the propane before I move the tank cuz then I have to pay to take the propane out so that's what I had planned had it set up in the air book that they were not supposed to deliver to my house unless they called me they weren't even supposed to set foot on my property and less they called me so they came to my house delivered a tiny amount of propane that they weren't supposed to and then start charging me money that I shouldn't have to pay because I took two cars precautions in place so I wouldn't have ghost deliveries and they go ahead and do it anyways against my wishes if they wanted to come take my tank they should have just came and took my tank it's the middle of winter I'm handicapped and they want to come take my tank well when people steal my money I tend to get upset and when they get back in their office and laugh at me and tell me there's not a damn thing I can do about it that it's their tank and they can put propane in it whenever they want charge me whatever they want to I get a little bit upset now they're ruining my credit and everything else and it's not fair
If I have to pay for the propane that they put in the tank that's fine but where they come in and take the tank they're not going to take extra money for me when they delivered something for me without my permission and then starts charging me for trying to get it taken care of while they're charging me money while they're putting me on hold and not taking care of the situation so I can't deal with this stuff in the middle of winter time if they want their tank back they can come in the spring where I'll have another company to put a tank in they can have their tank with their $73 worth of propane back if that's not agreeable them then I'll pay him the $73 and then they can leave me alone until spring I don't have the $73 I want the headache to go away said to put it on a credit card that doesn't have the room for it it's not fair I have to pay for something that I didn't order want or need it shouldn't have put it in my tank because it didn't need it I had 65% out of 80% total capacity I checked it 3 days before they came the agreement we made that I would not let it get below 20% so they broke their agreement with me they're willing to say that I would have to pay all these fees if I let my tank go below a certain percentage but then they want to come out and ghost fill my tank when I don't have a credit account with them they pretty much told me there was no way in hell they were going to give me a credit account so how come all of a sudden I have a credit account where they get to charge me overdraft fees and everything that I didn't sign up for when I did ask for it in 2007 I was laughed out of tIhe building so they can't tell me that I don't have a credit account and then give me one in charge me overdraft fees or whatnot they can't have it both ways they can have it all what day did is called a money grab they go around them fill people's tank and then tell them they have to pay if they have a will call they should not be able to step foot on their property until they call by law I could have shot the man for stepping on my property
We sent the attached letter to Mr. on 12/29/2018 via certified mail after Mr. was rude and verbally abusive to our employees. We have asked him to find another supplier and informed him that we will be retrieving our equipment.
I have no interest in engaging further in any discussion with Mr., as his behavior is simply unacceptable. I wish him luck with his new supplier, I hope that their service is more to his liking, and I hope that he treats their employees better than he has treated ours.
Rhymes Oil trying to charge me for their error and or lies.
On 1/5 Rhymes Oil left a delivery slip that said they delivered almost 70 gallons oil however it had the name address of someone who lives on my road.I knew they could not have delivered to my house as I recently had my tank filed by my usual company. I called Rhymes and spoke to the after hours operator who said there was a delivery to my house and recognized the error. On 1/22 a Rhymes tech left another slip stating delivery error and to call to arrange payment. I called and spoke to rep who said by law we are responsible for payment or they will remove the oil from my tank. I first explained she would question the driver as there was no way he could have got 70 gal in my tank. Secondly, it's his error he went to the wrong house. Not only was the house number disable but also the location of the tank in the slip was nowhere near where my tank is located.She said yes it's their error but I have to pay for the service rendered. I am not paying for their error and also am convinced this is a scam I'm which the driver said he deliver and took the oil home. I have spoken to 2 other people who had this happen to them by Rhymes. It is wrong.
I want Rymes to takes responsibilty for their error as well as look into the honesty of their drivers.I should not be charged at all as I did not ask for their business and had a full tank from my usual, reputable company.
Ms. states that she knows that we could not have possibly fit this oil into her tank because she recently receive d a fill from her normal oil company. Please provide a copy of the delivery ticket for that fill.
(The consumer indicated he/she DID NOT accept the response from the business.)
We are submitting the receipt of our oil purchased. Along with that we have pictures of 3 points of reference as to our house number. We received a bill I know that was dated 1-15 and another received today 2-3 that is dated 1-29. This is another example of poor buisness. They first of all lied and are trying to extort money from us. Second are making us prove we had a full tank. It's their mistake and they need to own up to it. We are not nor ever been customers yet my husband was told I set up an account. NO I did not, they set up one to Bill me. Never will I buy from tbis company. They say it is law that I pay for services I did not ask for. What about laws to protect homeowners. At least 2 other people have had this happen to them that I know of. Who knows how many more they fake deliver to them extort from.
I have been working with the ***s on this matter, via telephone and e-mail, but now that I am in receipt of this complaint, I will focus my response here.
First and foremost: we undoubtedly made a mistake, and at no time have we claimed otherwise. Our driver delivered oil to the ***s' residence in error. He should have delivered the fuel to another house on the same road. I cannot explain why this happened, other than to say that it was during the recent weather emergency, our driver had been working long hours, and he made a simple error. Anyone who has delivered fuel for any period of time has made this same mistake, and while it is far from common, it does happen. What I am certain of is that none of our actions warrant Ms. calling us liars, claiming that this is somehow a scam, or requesting that we "look into the honesty of our drivers." Mistakes sometimes happen, and I understand that you are frustrated, but there's no need to question our integrity.
This complaint raises two questions:
1.) Could the ***s' fuel tank have accommodated the 61.0 gallons delivered?
2.) Are the ***s responsible for paying for those gallons if they did receive them?
Regarding the first question, when I originally spoke with Mr. on the phone, I explained that we were confident that the fuel was delivered to his home, as the computers in our trucks record the GPS coordinates of each and every delivery when it is made. Once we were made aware of the error, we had reviewed those GPS coordinates, and it is crystal clear that the 61 gallon delivery was made to the ***s' home, 2,003.23 feet away from where the driver should have been. I can even see the rock clearly displaying their home number in Google street view and confirm that he parked in the driveway and did not pull the hose from the street.
Mr. then told me that, despite that data, he knew that he could not have received this oil because he had received a delivery the day prior, so his tank was full. He later corrected himself and said that the delivery was actually made two days prior to our delivery, on January 3rd. I agreed that it made sense that 61.0 gallons could not have fit in his tank if his tank had been full the day prior, or even two days prior. The tank could have accepted 15-30 gallons, perhaps, but certainly not 61.0. I asked Mr. for a copy of the delivery ticket from his regular oil company, so we could confirm that his tank was full.
When I received a copy of the ticket, the date on the ticket was actually from a week prior to our delivery, on December 29, 2017. During those seven days, it was extremely cold, accumulating a total of 454 degree days. Based on National weather service data, the high/low temperatures for those seven days were:
12/29/17 - 10/-8
12/30/17 - 7/-12
12/31/17 - 7/-11
1/1/18 - 13/-19
1/2/18 - 26/-9
1/3/18 - 25/0
1/4/18 - 20/-2
1/5/18 - 6/-5
Clearly, it was quite cold. Using our regular degree-day forecasting system, this would result in a "K-Factor" (# of degree days required to burn one gallon of oil) of 7.54. This assumes that no oil was burned for hot water, and is precisely in the range of where I would expect it to be, given that the ***s' home appears to be new and energy efficient. In other words, given the weather we were experiencing at that time, I would expect a delivery made on 1/5/19 to be right in the vicinity of 61 gallons. Between the driver's verbal confirmation of what happened, the GPS breadcrumb data, and the degree-day analysis, I can see no reason to doubt that we delivered the oil to the ***s' home.
This leads us to the second question, which is whether the ***s must pay for fuel that they did not order. The answer is undeniably NO. They are not required to pay for that fuel. Rather, as we explained on the phone, they have two choices:
1.) Pay for the fuel.
2.) Give the fuel back to us (we will pump it out at no charge).
I understand that this has been an inconvenience and a frustration, and I certainly wish that it had not happened. Because of the inconvenience, we offered the ***s a 64-cent/gallon discount off of the price on the ticket, resulting in a price that is below our cost. Basically, we hoped that they would accept our apologies and realize that our mistake came with a silver lining, in that it would end up saving them just under forty dollars on fuel that they would need to purchase in the future anyway.
Hopefully my explanation above will help to dispel the ***s' doubts about whether they actually received the fuel for which they received a delivery ticket. If our discounted offer is insufficient, we will gladly consider an alternative if presented.
Scheduled & prepaid for an oil delivery in Dec 2016. Never received initial order, yet Rymes attempting to charge me for it.
In December of 2016, I placed an oil delivery order for 100 gallons. Upon ordering, I prepaid with my credit card. Following the "delivery", I returned home to find the receipt slip on my door, however, after checking my oil tank, discovered that it was still EMPTY. I IMMEDIATELY contacted Rymes to inform them of this. The representative at the Derry, NH location (16 E. Broadway) whom I spoke with apologized and assured me that another delivery would be scheduled ASAP at no additional cost to me. I repeatedly verified with her that I would not be charged again and she reassured me that I would not. At this point, my oil gauge was below empty and the representative remained in contact with me until the next delivery to ensure I did not run out completely. A couple of days later, another delivery was done for the same amount. I checked my tank and sure enough, the gauge showed just under 1/2 tank, exactly where it should be for 100 gallons.
A few weeks later, I started receiving invoices for the delivery. I immediately got in contact with Rymes and explained to them series of events. They assured me that the situation would be communicated to management and routed to headquarters and that they would be in touch. From then until now, I have consistently attempted to resolve this dispute via both phone calls and emails. The customer service representatives have been extremely unresponsive, allowing this debit to accumulate with late fees, over a year later. They are expecting me to pay for 100 gallons of oil that I NEVER received. In late 2017, I contacted them and offered to pay half of the balance, MINUS the late fees, in an attempt to just settle the dispute. Again, they assured me I would be contacted and I have yet to hear back from them. The staff at Rymes are extremely rude, unprofessional and unresponsive. Their customer service is poor and dismissive. Despite numerous attempts to come to a fair settlement, Rymes has continuously avoided the dispute and refused to work with me on reaching a resolution.
The resolution I am seeking from Rymes Oil Co. is to remove the $323.50 balance from my account as it is a charge for 100 gallons of oil that I NEVER received!
We have investigated this from one side to the other, and as we made clear from the beginning, and I have found no reason to believe that Ms. did not receive this fuel. The delivery was made by the same driver that has been delivering to this location for years (decades?). The fill pipes are clearly marked, and he was 100% confident that this delivery was made to the proper tank.
Add to this certainty is the GPS location data showing that the fuel was pumped at the right location. Beyond that, the tank at #31B had been filled too recently to accept 100 gallons of oil on December 28th, and that customer's usage history in no way indicates that they could have received the fuel.
Reinforcing this is the fact that Ms. offered to pay half of this bill in June. If she truly didn't receive the oil, why would she offer to pay for it? I'll make the same offer back to her: Half of the bill is $121.45, and I'll accept that amount as a way to resolve this.
rhymes oil company refuses to finish hookup of heating equipment already paid for. it has been 4 months.
I entered into a propane heating and service agreement with rhymes propane on the address *** on october 2 2017. I have paid the installation bill in full in november with the understanding the job would be complete the following week. Here it is mid january and the installation I paid for is not complete. It is new construction and there is no heat in the house. Repeated calls to the manager scott and the supervisor jerry have fallen on deaf ears. they refuse to return my repeated inquiries to finish the job.
I would like someone to come and finish the job. if that is not possible i can pay another company to finish installation at the cost to rhymes propane. 4 months during the coldest time of the year is excessive.
We have spoken with Mr. multiple times about this job. As we have made clear, the home has been connected to the gas service, and all work inside the home is outside the scope of what we have been asked to perform. Any complaints that he may have about that work is between him and his contractors and/or builder.
The only work for which we have been contracted that we have yet to perform is to complete the installation of the generator. This work is still pending due to the fact that the one-inch gas line to the generator needs to be relocated and replaced by one of Mr. contractors. Our technician has already informed Mr. contractor of this fact, and the response he received was that the work likely wouldn't happen until Spring. This isn't particularly surprising, as relocating a buried gas line in the middle of winter is not easily or affordably accomplished. Once we receive notification from the contractor that this work has been completed, we will gladly continue with our portion of the job.
Our technician has yet to receive any communication from the contractor about the status of this line, but he did personally check about a month ago and confirm that it has yet to be replaced. Our local manager passed this information along to Mr., but he does not believe us. We then had our technician once again call the contractor and leave another voice message to get in touch with him; he has yet to hear back from the contractor.
Mr. told our local manager that the contractor claims to have called our technician multiple times so he's not sure "who's playing games." The purpose of this response is to again make clear that we have not heard back from Mr. contractor. More importantly, I would like to point out that, at the end of the day, it really doesn't matter who has or has not called whom. All that matters is that the gas line in question has been properly replaced and relocated. Until that happens, there is nothing further that we can do - no number of phone conversations, letters, or voice messages can change the fact that the gas line cannot be used as-is.
I look forward to getting to the bottom of this matter.
I have the phone records to prove we have tried contacting rhymes propane over 20 times with no response. Rhymes propane is disrespectful to myself as a military veteran as well as my family.
Rymes provided me with propane for heating while I was a resident in South Berwick, ME. I moved out of this location on February 26, 2017.
Rymes delivered propane to this location on March 16, 2017. I was no longer a resident at this time.
For the past 10 months Rymes has attempted to collect the amount of $120.25 (as they continually add finance charges) from me. I have told them numerous times that this amount is not my responsibility as I no longer lived in this apartment.
A couple of weeks ago I received a collection notice from them. I responded to them by USPS mail once again of the fact that this billed amount was not my obligation. I even included a list directly from their website proving that the delivery was after I had already moved out of this apartment.
They have since called me once again (12/27) to collect this billed amount.
Product_Or_Service: Propane
Contact by the Business I would like them to provide me with a document indicating that these billings and phone calls were their error and that I am no longer responsible for this payment. If they have already contacted a credit agency, this should be eliminated immediately.
This Issue has been resolved.
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response was 'The issue has been resolved ' offering no proof of this and no contact.
How was it resolved? When was it resolved?
They are a horrible company to deal with and I am so grateful that I no longer have to deal with with their inefficiency .
I have been trying for a week now to get a propane delivery without success. My propane tank is now down to 10% on Saturday on a long weekend and still no delivery. My pipes are going to freeze tonight . My husband and I have been calling every day to rhymes propane and oil and they keep telling me that the delivery is on the way.
Delivery Desired resolution would be delivery tonight but that's not going to happen. They will need to reimburse me from all damages done to the house from the frozen pipes if this happens plus they pay for the propane delivered.
Ms. received her delivery prior to this case having been opened by the Revdex.com.
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response is not correct. I did not receive delivery prior to claim being opened.
Rymes has not delivered fuel oil to us, even though they said on the phone for a week that they woyld.
We called 6 times in the last week to get fuel oil. Twice we were assured the oil was coming and it didn't. We did get 15 gallons on Sunday but we're told we would get the full delivery Tuesday, today. And, it did not come. This is not good business!!
We want the fuel oil now!!
Run, do not walk to your phone and cancel your account. There is no appropriate customer service - the following is a quote from an email received from a manager: "We don't need this one. Too much pop. She either cleans up the crap and gets plugs installed or we are done". Really? This was generated after I had a conversation with their "best" customer service representative. Bogus. Save yourself.
Prepaid for 150 gallons of oil. They delivered 154+ and now are charging me for the difference plus interest at the full rate.
In Sept 2017, I called Rymes and ordered 150 gallons of oil. I paid at the time of the call (9/15/17). The delivery driver apparently delivered 154 (and change) gallons. Rymes sent me a bill more than a month later indicating that I had a late charge and a balance of $40+. When I called, the rep said that they delivered 154 gallons and I am responsible for the additional 4+ gallons. I advised that I authorized and prepaid 150 gallons, so anything over and above should not be my responsibility. She discussed with a manager who stated that they would give me the reduced rate and remove the finance charge leaving my $40 balance at $8 and change. She explained that it is like going to a gas station and missing the $20 you meant to stop at at $20.05, now you owe the balance. I explained that when you prepay a pump, it automatically stops at the amount you paid, in this case, I prepaid 150 gallons. They neglected to stop their meter at $150. This should not be a charge to me. I called and spoke with the manager personally. She said, well you have 4+ gallons in your tank that you are now using. I stated that that is not my fault and that I shouldn't be penalized for this and it should be on Rymes, not on me. I authorized and prepaid 150 gallons. I want my account free and clear of the additional charge.
I want my account balance adjusted to $0 as I did no wrong. I prepaid for the oil so that I would not have to worry about having a bill. The prepayment was for 150 gallons which is what I ordered. The additional gallons of oil (4) was not due to me, it was the fault of the driver for not stopping or setting the meter at 150 gallong. I should not be penalized for it. I also want a billing statement sent to me showing the adjustment.
I am somewhat confused about this complaint. This issue has already been resolved, and was resolved on 10/26/2017, one day prior to this complaint being filed, and the very same day that it was brought to our attention.
From time to time, in spite of our best efforts, a delivery driver will make an error and deliver more fuel than a customer ordered. In the rare cases when this happens, customers generally understand, and are willing to work with us to arrive at a positive outcome: we offer a deeply discounted rate, the customer saves money on the extra gallons, and we don't have to arrange to pump the fuel out of the customer's tank. Everybody gets something and walks away happy.
In this case, in spite of the financial benefit she will receive due to our error, Ms. informed us that she was unwilling to pay anything. Once she brought the issue and her unwillingness to pay to our attention, we wrote the balance off and closed her account on the very same day. It has been resolved ever since.
We wish her luck with her new supplier and apologize for any inconvenience this issue has caused.
After much effort on my part, the company has decided to waive the charge to me. They needed to make it clear that this was a human error, which doesn't make any difference to me. What mattered to me was that I was being penalized for something that was not my fault and shouldn't have even had to deal with this in the beginning.
In and out of hospital which caused payments to be late was charged two duplicate finance charge per month to
plus Sent a letter it was going to collections letter even though I was making payments and paid off before deadline date and then charged a collection fee of $25 even though I had paid everything off and and a finance fee on the collection fee after everything was paid off.
Product_Or_Service: Heating fuel
Billing Adjustment Would like all of the billing issues resolved and a copy showing I owe them nothing because from past history they will continue to add finance charges on that Collection fee don't believe it was turned over to collections since it was paid.. They never delivered unless called even when current on bill always had to call even though I was on automatic delivery.
We have already resolved this issue. The customer does not owe us anything at this time. I have reviewed the account and we did not charge any duplicate finance charges. Ms. did not fully pay for her product for five and a half months, which resulted in the following charges:
5/5/17 - $8.15 Finance Charge
6/5/17 - $8.11 Finance Charge
7/5/17 - $7.84 Finance Charge
8/4/17 - $6.95 Finance Charge
9/5/17 - %5.68 Finance Charge
9/18/17 $25.00 Collection Fee
10/19/17 - $0.51 Finance Charge
We charged a $25.00 fee after we submitted her account to a third party, and she paid almost immediately after that. She did not pay for the Collection fee, or for the finance charge that accrued, but we have wrote that amount off after she called in on October 19th.
I can, however, confirm that Ms. claim that she regularly had to call to schedule deliveries sounds accurate. After reviewing her account, it seems that her account was regularly on hold, which would interrupt her regular delivery schedule and require her to manually schedule a delivery after making payment.