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This review is based on TWO times that Petro has left myself and my family waiting in a frozen home for fuel deliveries that were promised, yet never arrived. We called Petro at 5PM on a Friday when our in ground tank ran out of fuel in 24 degree weather. We were promised a delivery between 6PM and 9PM which never came. At 11PM we called Petro and they told us they no longer had trucks out so we would have to wait until the morning. I explained we had 3 small children in the home and were guaranteed a delivery.
The rep did not care. This company is 2 for 2 doing this to us, the prior time last year. Needless to say we canceled our service contract and switched to a more reliable company that hopefully will not mislead us or leave our family (including children and pets) in a frozen home despite promising a delivery and then failing to notify us that the truck would not be coming. This is truly the worst oil company out there. If you have an emergency and need this company to help you. I suggest prayer might be a more useful way to spend the 20 minutes you'll be on hold.
Hello Cristian- We are very sorry to hear about your recent experience and would like to thank you for bringing this matter to our attention. Petro prides itself on delivering the best possible service. Our customers are always our #1 priority. We would like to speak with you directly so that we can address the issue and rectify the situation. Please call a Customer Service Manager at 1-800-645-4328. Thank you very much.
I would like to share this winter's very cold and horrific experience with Petro Home services. I had been on a Petro Home Service Elite program from Nov. 2017 to till Jan. 2018 for my apartment boiler. In November 2017 right after Thanksgiving day, my boiler had been malfunctioning. Then, I had called many time Petro for home services. Their technicians just came and go without fixing the problems. They purposely ignored the problems if boiler parts had to be replaced in order to save their end of expenses.
This had been going on more than a month and I probably had called them more than fifty times. Whenever I had called the supervisor "Michael", he had told us "We are researching the problem." After a month, I finally called different company "Bridge Mechanical" out of Staten Island to fix the problem. Beware customers! They will purposely ignore your problems if they have to replace boiler parts and they will go around the bush without fixing your problems.
Hello Heejong, we are very sorry to hear about your dissatisfaction as we are very committed to our customers. We would like to speak with you directly so that we can address the issue and rectify. Please contact a Customer Service Manager at 1-800-645-4328. Thank you very much. Best regards, Petro Homes Services
I spoke with Janice today and she was wonderful. She took care of the issue immediately. Thank you
When I agreed to a contract with Petro I had asked them to notify me before deliveries are made. (2.09 fixed rate per gallon) Never notified me. They told me I would get 2 deliveries during my contract. I got one, and another one 10 days after my contract was up without notification for $1.00 more per gallon than my fixed price. I called them to try to get my fixed price thinking they were a legit company that wanted to keep costumers. They would only give me a discounted rate if I agreed to their current fixed price. Not a good way to do business and keep customers. I have spoken to them couple times now about the price.
When they sent me a bill last week I called them on Thursday and they put me on hold for 20 minutes and then said they would call me back. They never did. I called them this morning and a guy tells me they will not change the price (3.09 per gallon that was 2.29 during delivery from other companies without a contract). I asked to speak with a manager and he put me on hold a few minutes to tell me they would call me back. Don't do business with these people because they will try to screw you when they get the chance. Now, I understand what they did is correct according to their contract, but how do you get away with charging your customers at least 50 cents above average price at the time. Just wrong!
Hello Bill - we are very sorry to hear about your dissatisfaction as we are very committed to our customers and want to provide you with the best possible customer service. We would like to speak with you directly to rectify the situation but are having some trouble locating your account based on the information provided. Please call our Customer Service Manager, Janice at 800.645.4328. Best regards, Petro Home Services
I responded to an A/C contract offer from Petro (pay for 2 years & get the 3rd year free). In as much as it came to a substantial amount ($700+) I was told I could pay it out @ $59. per month with no fee, which I accepted. Petro then (without my knowledge or permission) placed my oil payments on a budget plan (which I have never done in my over 3 decades of dealing with this company). This action led to a series of incomprehensible bills (which took 5 months of calls to finally discover what was done without my consent). I was then given a royal runaround & they would no longer respond to my phone messages.
Hello Sally - thank you for reaching out to us. We would like to discuss this situation with you but are having difficulty locating your account. Please call our Customer Service Manager, Carmen Davis at 1-800-645-4328. Best regards, Petro Home Services
We went with Petro a couple years ago with a coupon to save money. Slowly their prices went up and didn't check around till THIS year! They filled my oil tank in Dec and I didn't pay attention to the cost per gallon. They filled my tank up in Jan 2018 and my bill was almost $650. This took my attention and they charged me $3.89 gallon. I looked back at Dec and was charged $3.59 gallon. I looked at Maryland average and it was $2.99 gallon. Here I am a loyal customer and was charged almost $1.00 per gallon than average. What a rip off! I sent them a letter to close out my account and of course, I got a call trying to keep me as a customer offering me $2.59 gallon. After already being screwed - NO THANKS!!!! I took my business elsewhere!
Dear Cathy- We are very sorry to hear about your experience and that you have decided to part ways with us. Petro prides itself on delivering the best customer service possible and our customers are always our #1 priority. We would like the opportunity to further discuss this with you. Please reach out to a Customer Service Manager at 1.800.645.4328. We do appreciate your loyalty and sincerely hope that one day we may have the opportunity to serve and rebuild our rapport with you.
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In November, I signed up for a Petro account for the water boiler in our new house which powers the heat and hot water. It is an oil delivery and service plan paid on a monthly fixed budget. We needed service on the unit around Thanksgiving time because I remember scrambling around the holiday to make sure we had heat and hot water before a bunch of family were to come over. The reset button had tripped and the unit wouldn't stay running for more than 30 seconds.
I called Petro for service and they said they could make it in a four hour window same day. The guy ended up showing up about 5 hours after the end of the window and said they were backed up normal excuses. The guy said parts needed to be replaced and did the work. Everything was back and running and he assured me he tested the unit and everything was fine. Less than an hour later, I decided to go double check the unit to make sure everything looked ok still. I had about an inch of water covering my basement! I immediately shut off the boiler and made another service call. The same routine went on with the window that they were incredibly late for and I believe I stayed up until about 5am waiting.
They said that I could schedule an appointment the next day but I told them it was an emergency because I was without heat and hot water for the entire day, they had flooded my basement, and didn't actually fix the problem in the first place. While I was waiting, I was trying to shop vac and mop up all the water! Finally, another guy shows up and says more parts need to be replaced. He does some of the work but he doesn't have all the parts so he says another person has to come with the parts. That person shows up in the afternoon of the next day and fixes it and supposedly everything is back to normal. I then fly to Sacramento for a work trip which lasts the rest of the week.
When I return we are scrambling to get ready for Thanksgiving and my wife notices that we don't have any hot water. I go to check the water boiler again. Side note: they replaced the electronics on the water boiler so I spent a lot of time trying to figure out the new settings and adjusting the temperatures. The first guy who repaired the unit obviously set it too high. The last guy must have set it too low I assumed. But that was not the case. The temperatures were fine and the unit was functioning as best I could tell. I make yet another service call and now it is 2 days before Thanksgiving. The entire same routine goes on again and they miss their window by hours.
Finally a guy shows up and says more parts need to be replaced and doesn't have all the parts again! He goes out and gets the parts and comes back and makes more repairs. After he leaves the hot water is working and we run a couple of tests and everything seems fine. The next day during showers we notice that we only have about 5 minutes of hot water. I check everything again but I can't figure out why. I make another call again and when the guy shows up he actually just turns my whole house water pressure down because he claimed that the water was going through the water boiler too fast and not giving it enough time to heat up. I kid you not. He was here about 10 minutes. This seems to have worked however because we did have a normal amount of hot water after that and wow we made it right before Thanksgiving.
So this all sounds terrible right? Someone should be held accountable? Well, fast forward a month later and I check my bill from Petro and not only have they charged me for my monthly budget plan (which I had my bank auto pay and wasn't fully aware there we extra charges until I looked at it myself when I got a past due bill a month later) but they have also charged me for the service and the oil deliveries! All of which is included in the budget plan that I had already been paying monthly! I call them and talk to customer service and they tell me it is their mistake and it will be corrected on the next month's bill. I should just keep paying my monthly budget only! Wow, great news! I can't believe how easy it was to get that resolved.
Fast forward another month. I check my bill again and all the same charges are there! I call customer service again and the first time I get disconnected while trying to tell them the number to best reach me. Not knowing if they got it all, I call back again. I tell my whole story again and they assure me that their supervisor Jacob ** can resolve my issue and he'll give me a call soon. Side note: their phone system is in the stone ages. There are no prompts. It goes straight to a customer service agent. You can't type any extensions. Apparently Jacob was in the field and wasn't picking up his phone so they couldn't transfer me. They had to email him and he would call me back. Of course I have no idea when or what number he is calling from so I miss the call, it goes to voicemail and he gives me an extension to call him back. Of course, you can't enter an extension when calling Petro so I have to tell my story a third time to another rep.
They tell me the exact same thing and Jacob gets another email asking him to call me. He calls me again and this time I see the same number and pick it up. I tell him my whole story. This was very difficult by the way. His listening ability was very poor and he kept cutting me off to explain why the charges were on my account. I tried to explain again that this was their mistake on the bill that they had already admitted to a month ago and had assured me it would be corrected on my bill. I was only calling to follow up and get it resolved. His explanation was that I was only getting charges for the one follow up call to adjust the water before Thanksgiving and that it was not included in my heat and oil ONLY Petro budget plan. This all makes sense except the whole reason why I needed them to come out before Thanksgiving was because they had made faulty repairs before and flooded my basement the week before.
He said that was an unrelated repair and a coincidence that it happened so close together. After much belaboring back and forth on the phone, he finally tells me that he actually can't resolve my issue and that I need to speak to another representative named Kim. He states that he cannot transfer me because he is at a dead end line and that he will contact her and have her call me. I wait around some more. I miss a call from a random number I've never seen. I get a voicemail from Kim. She leaves no extension or last name (not that it would matter anyway).
I try to call back the exact same number but it just routes me back to the normal customer service line and I tell my story yet another time to another person. They can't get a hold of Kim. I explain what Jacob said to me about how he can't resolve the issue and they say that's crazy because he is the guy that resolves issues like this and that Kim wouldn't be able to do anything anyway. They can't get a hold of Jacob and tell me they will email him again to give me another call.
Jacob calls me again and we belabor the same points again to the point where I am so frustrated with the entire process that I ask him if he has a boss that I can speak to. He tells me that his boss' name is George ** and that since it is the end of the day he will not be able to give me a call until tomorrow. I actually thought that he was making it up to get me off the phone and so I ask him about it. He laughs it off and then I try to ask for George's information. Phone number? Extension? Anything! Of course he doesn't have any of this information.
I try to explain to him that I have been playing phone tag with everyone at Petro for about 2 months and after they had admitted their mistake nobody seems to know how to resolve the issue on the bill. I did not want to keep playing phone tag but of course he doesn't have any information on George. I search Petro's website and LinkedIn and I can't find anybody by that name. I am still waiting today for the follow up phone call. I am not sure I will ever get one. I am not sure how I can get their mistake resolved if all the people in power from their company are this difficult to talk to. They seem to be heavily mismanaged and attempt to scam unknowing customers to make up the difference.
I just purchased a house on Long Island. I am new to having oil services. Before signing up with Petro I shopped around. Petro was very nice when I signed up but that was all a trick. We had a problem with our heating unit (only some rooms would get hot). They sent a technician to come take a look. The minute he got to house I felt something was off. The technician needed to see the back of the unit and asked me to move my washer and dryer. Yes I understand it was blocking it but the technician could have helped. After moving the dryer out of his way, he basically told me he cannot fit in that location and I have to do the work. I squeezed into the area to remove the filter that was filthy. He said, "This is why you don't have adequate heating." He said the problem was fixed. I was very thankful.
He then said he also tested the system and that the heating exchange is broken and he has to condemn the unit. He said it can blow up at any time or cause CO in the house. He said he can get a sales technician here within the hour to get it repaired. He made a phone call on his cell phone and within 10 min Petro called me to sell me a unit. Seemed a little sketchy so I brought another company in to take a look. They took the whole unit apart and found nothing wrong. Just to be safe I brought a 3rd company in and they also said there is nothing wrong with my unit. It is just old.
I called Petro back and it took over 2 weeks to speak to someone. That was after me finally calling back. The supervisor Bob said he can send out his lead technician to see what the problem is. My opinion he doesn't want Petro to look bad so the lead technician will say the same thing. I asked to speak to someone regarding my contract possibly someone from sales who sold me everything. I got a phone call from the same guy who tried to sell me the unit. I want someone with authority to call me. I am very unhappy with my services.
Hello Zach - we are very sorry to hear about your dissatisfaction as Petro Home Services is very committed to our customers and we want to provide you with the best possible customer service. We would like to speak with you so that we can rectify the situation as quickly as possible. Can you please contact our Customer Service Manager, Janice, at 800.645.4328 at your earliest convenience? Thank you very much.
We have been with Petro Oil (Maryland) for a few years. The customer service used to be very good as did their prices. We persuaded my mother to also switch to Petro Oil. Now... Things are different. The customer service is sub-par at best and prices are higher than all other local heating oil providers. My mother, who senior citizen and a widow who lives on a very fixed income, was treated very poorly. We will both be leaving Petro at the end of this winter.
Hello Dana - We are very sorry to hear about your experience and that you have decided to part ways with us. Petro prides itself on delivering the best customer service possible and our customers are always our #1 priority. We would like the opportunity to discuss this with you. Please reach out to our Customer Service Manager, Lisa, at 1.800.645.4328. We do appreciate your loyalty and sincerely hope that one day we may have the opportunity to serve and rebuild our rapport with you.
Have been with Petro for more than two years, their oil prices are more than $2.00 over published prices in RI, and over 50cents per gallon more than average "high" prices. Service plan is adequate but they are robbing their customers.
Hello Judy - We are very sorry to hear about your dissatisfaction. Based on the conversation with our Pricing Manager we are saddened to know we were unable to come to a solution mutually satisfying for both parties as it relates to your account. We do appreciate your loyalty and sincerely hope that we may have the opportunity to rebuild our rapport with you as Petro remains committed to our customers. Feel free to reach out to us should you have any further questions.
We have been customers of Petro for several years. Over the past few years, we rarely needed a service tech come to our home. Recently we experienced hot water leaking from our boiler. We had 2 separate calls with techs come and change parts but problem kept on happening. This time the temp outside was near 5 degrees, we called in for an emergency service call around 2 pm they said the tech will be at our home between 5-8 pm. Great! But not the case, around 9:30 pm we called again and they said the tech was running late and will be at our home by 11 pm. Again we waited, at this point we have a 5 gallon bucket of hot water filling up every 20 minutes! By 12:30 am, still no show, we called again and at this point we had to stay near the burner to keep emptying buckets of hot water, we pleaded with the rep on the phone to have someone come ASAP.
She said they would get here ASAP. Again no tech until 3:30 am! He came in and said he didn't have the parts needed and for us just to shut off the hot water so it stops leaking. Really? We waited all this time for that answer. He left after 15 minutes with nothing done. The tech however did place a call to have another tech come the next day to change a different part and it would cost us $200. We agreed cause we needed hot water and heat. The next day the tech said that our problem was another issue and the parts would cost over $1000 to $1500. He said to have a new boiler installed. We met with that installation rep later that day, (of course they show up when they said since they're making more money off of us). He gave us a quote of $5700 for a new one. We agreed and they came next day to install. 3 guys show up, remove old and install new one.
Fantastic, no more worries. Not the case once again. 3 weeks later, hot water is again leaking from boiler, a few copper pipes were never soldered and came apart and the leaking part wasn't soldered correctly. We called again, a pleasant rep say they will come between 5-8 pm. Again 8:30 pm we call waited 20 minutes to speak to someone and she says the tech won't be at our house for at least another hour or so. We ask to speak to supervisor and none are working at night! They said they will have the supervisor call my husband's cell while at work next morning and of course no one called. No one showed up.
We had to call again and still no resolve to this. New boiler, terrible service and after service contract is up in May, we will no longer be a Petro customer. Do not use Petro! Like us, you will regret your decision, they are total rip offs and I would not be surprised if they are going out of business. Shame on you Petro for totally letting down the customers who keep you in business!
I do have to say I just signed up with Petro Oil a few months ago was set up on a contract plan and make monthly payments. I recently had an issue with my boiler and they came the same day. I was impressed and am glad I chose them. And the best part my contract covers the boiler part so I didn't have to pay. I would recommend their service.
I've had Petro for a few years now, with no serious issues. However, my oil tank was near empty in mid December and I had to call in and request it to be filled, even though I am on an automatic delivery. My first issue with this delivery was the inflated price per gallon of oil, $3.79, when the average price for local companies was around $2.50 to $2.70. Additionally, I was aware that their prices have always tended to be on the high end, but not a dollar more! I called to question the bill and the inflated price, and was told that they charge more because of their superior service, and received a forty dollar credit. I also let them know that it seemed very convenient for them to supply me with oil at an inflated price when my tank was so low.
Following this delivery, I had an issue that caused my thermostat to no longer function, which is covered by my contract, that took over three weeks to get resolved, getting their customer service to actually follow through with the schedule took two weeks alone. When the technician finally came out to my residence, I find out that the information customer service provided him was mostly incorrect, but the technician was still able to resolve the problem. I really can't say anything bad about any of the field technicians, I have encountered thus far, and find them both helpful and knowledgeable.
Now we come to today, 1/30/2018, I get home and find an oil bill attached to my door. At first I thought, why so soon; my tank is not even half empty, but then I look at my bill and realized that the price per gallon was inflated yet again. This time the price was $4.35 per gallon, while the average price per gallon of oil in my area is still the same. I called to discuss my bill, and was basically told that I am entitled to my opinion, and it is what it is. As a customer of Petro, I feel taken advantage of, ripped off, belittled, and blatantly lied to. I would love cancel my contract or get oil from another company, but in doing so Petro would bill me for breach of contract. In the end, I'll find a better business to provide heating services in the future.
Hello Zach - we are very sorry to hear about your dissatisfaction as Petro Home Services is very committed to our customers and we want to provide you with the best possible customer service. We would like to speak with you so that we can rectify the situation as quickly as possible. Can you please contact our customer service manager, Catherine, at 800.645.4328 at your earliest convenience? Thank you very much. Best regards, Petro Home Services
Service contract for 350.00 and they still charge for service 200.00 dollars for a thermostat. When you call the 800-number for service or a oil delivery which you have automatic delivery, on hold for 20 minutes or longer. Cancel both service contract and automatic oil delivery.
I am in shock reading the reviews. I cannot say enough good things about Petro. Their customer service is stellar and cannot be beat. Charles is always there for you and he provides his mobile phone should he not be in the office. Deliveries are prompt and if we need service they are there in just a few hours. I have no problems with their pricing and I do check oil prices periodically. Petro’s always in line with other RI companies. In my mind Petro has been a 5 Star oil company for the 4 yrs we’ve been with them. Thank you Charles for all you do for us.
I have been a customer of Petro for over 22 years, and have only recently noticed that the price they are charging me for oil was over $1.00 per gallon above NYSERDA prices for Long Island. When I confronted them with this situation, they claimed that I needed to purchase a capped price contract in order to receive a lower price. This is nothing more than a sham, to lock you into an expensive contract that you cannot cancel without a stiff penalty. They also claimed that they needed to charge more for their oil because they have 24/7 service. Really? Read the other reviews about their service and decide for yourself if it's worth it to do business with them.
I had my hot water heater replaced in October 2017. Well since then I’ve had a technician come 6/7 time because it has been leaking. I was told I got a faulty hot water heater and it would be replaced. It is now January still no replacement heater. Oh and now the pressure pipe is leaking because it has been let go for so long. I had a technician come out on 1/16/17 who couldn’t do anything except for “just turn the hot water valve off”. Yes that really solves my problem of no hot water in my house. My basement is getting ruined and my patience is getting thin. This is not acceptable at all especially when there is a infant in the home that I have told the technicians and customer service multiple times.
I have been with Petro oil for over 2 years and everything has been fine. I knew I was paying a little more than market price on my oil because I was on the automatic delivery plan. I got a bill last week. It looked high. After talking to people and looking online, they absolutely gouged me. They charged me $3.85 per gallon... when the market rate on that day was $2.65. I called them on Friday the 12th and they said no one was there to talk about it. I just received a call today (1/17) and they said there was nothing that they could do. The end result is that I have to pay close to $300 higher because of their business model. They jack your price if you're not paying attention. My guess is that this company will not be in business too much longer.
During cold snaps, we tried to give the deliveries service a heads up about a week before we desired a delivery in hopes of helping them schedule during what probably is a very hectic time for the company. Even with this consideration we had to call back several times and PUT ourselves on the emergency delivery list because they can't handle normal deliveries during the winter. An oil company. During the winter. Can't function. This should worry all prospective customers.
Now for the service arm. We are brand new first time homeowners. We have no idea how our burner is doing, what kind of shape it is in, and have already several things break down in our home. This company put up a fight to have it serviced, but after being the squeak wheel enough I was able to get an appointment for Jan 17th. I get a call today on Jan 16th saying we are out of luck and our appointment is being moved to mid-end of April. After telling the so-called "customer service rep" Lauren that this is not a normal service call and that it would be in the company's best interest to come and look before anything is broken and it turns into an emergency, she LAUGHED at my concerns on the phone and basically told me to go scratch.
Lauren "from my local depot" You have lost this company what could have been a potential customer. For the next 30 to 40 years I am going to live in my home. You have lost any potential customer from my social circle who are all in process of searching for homes in my area. I will advise all who listen to my stories as a new homeowner at work how terrible a company Petro and the people who work there are. Never laugh at a concerned customer on the phone.
They are very nice when you first sign up to get your business. Once they have it, they are like all the rest of the big oil companies. They take forever to answer your call and could care less if you are out of oil or need an emergency delivery. CAUTION: If you sign a contract with them and are dissatisfied, it will cost you $399 to cancel your contract. Going with the larger oil companies does NOT mean better service because they will have more customer outages to deal with than the mom & pop companies!
I been trying to get oil for about 17 days. Many phone calls, many hours on hold. I was promised that I would get it Friday Jan 5th. Today is the 14th and no oil yet. Now I'm out of state. I was home when I was making all the phone calls and begging them to please bring me oil. I wanted to leave a full tank before I left. I had less than a quarter. So I left my home and I'm 1300 miles away. Now I had peace knowing that on the 5th they were going to deliver the oil. They promised they will. Last night my daughter went to check and make sure that the heat was working. Well no oil delivery yet. Now the gauge says its empty. I was very upset yesterday when I found out. Immediately I called Petro and I was told that it takes another 6 days to get the delivery. I was very upset. It's cold in Mt. Sinai and my pipes will freeze and it will cause a lot of damage.
I begged if they would please go and deliver even 50 gallons to keep the heat on till the next weekend... That's when they told me I would get the delivery. Well to my surprise they said that Petro has insurance and they will fix the damage done my frozen pipes. I don't want that to happen... I said to them, "I have to protect my property. If I cant get oil from you I have to get it from someone else". The guy on the phone, his name is John told me that if I do that, that's a breach of the contract and I have to pay a few hundred dollars. This is insane. How can I let my house with no heat for a week when the temperature is in the teens? So I ordered 100 gallons to be delivered today from someone else. We shall see how they gonna Handle the situation. So sad.
Petro Oil in Westerly, RI: We have had an “Automatic Delivery” arrangement with Petro Oil, for 4 1/2 years. In January, 2018, when we had 0 degree temps, Petro left us high and dry, not making an expected delivery. We had to call complaining our tank was dry. They delivered, but charged us $4.35, instead of the usual $2.49! This should be ILLEGAL!
Company overcharges customers... I was 15+ years loyal customer of G & S Fuel, a local family owned business, before Petro took them over. Continued with Petro and have been getting automated deliveries for the past couple of years. On my last delivery on 12/6/17 I looked over my invoice and noticed that they charged me $ 3.75 a gallon! This week's oil prices are around $ 2.75 - 2.95 in our area (Hudson Valley) according NYSERDA. Needless to say, I felt that I've been taken advantage of, so called customer service to get an explanation for the extra $1 per gallon charge. They informed me that Petro charges more than other local oil companies because of the amount of people they have on staff to service my needs! I stopped my account and will go back to a smaller less corporate local oil company that does not price gouge their customers... Do not recommend.
I have been a Petro customer since 2003. I called on 1/9/2018 to say that I had no heat or hot water and that my tank was dry. They said my tank was not dry. At 5:30am, the driver delivered 44 gallons which brought my level up to 1/4 of a tank, but the boiler wouldn't start up. They said the boiler needs service, I made an appointment, but they said that there was a backlog and they couldn't say what day or time the tech would show up. What?! Last night, they said the tech would definitely be there that day, and when I explained that I have to leave my house at 7am, that I couldn't wait up all night, I was advised to sleep with the phone near you so you will hear it ring. I did just that, and nobody called or came.
This morning, the temp in my house was 48 degrees. I called Petro at 6:30am and made an appointment for a tech to come at 7pm. The tech showed up at noon. Seriously? I called at 5pm to confirm my scheduled appointment for 7-9pm. Diane said the paperwork she has says 7-9p is when the tech is scheduled to arrive. I called again at 8:45pm to find out where the tech was and she said her paperwork shows he's scheduled to arrive between 7-10pm. Already angry, I asked her to please call the service dept. to confirm, and she apologized, but that the tech won't be here until about 11pm. Look, I'll do almost anything to get heat and hot water, but staying up all night and sleeping with the phone and still not getting service is over the top.
Petro claims to have the most technicians and fast service, but all they have is stock answers such as Were sorry for the inconvenience you're experiencing. Our technicians are working tirelessly to get to you. Along with that, they mention that a lot of their clients on Long Island don't have heat or hot water, so I asked what that has to do with me since I live in the Bronx! I was told there was a backlog and that the techs go all over, however, I'm pretty sure the techs are assigned to certain areas and that the Long Island tech isn't in the Bronx. So, here I am sitting in a house where the thermostat reads 48 degrees, my pipes are about frozen so getting water to boil to wash with is getting harder, I had to buy water for just in case, and I still have to wait up for the technician AND get up at 6am!I'm sure that Petro has at a minimum, misrepresented their own terms of service, and at a maximum breaches their contract. A one day snow storm that happened a week ago (and now the snow has melted) is NEITHER a state of emergency NOR is it a natural disaster. So what could possibly be the holdup?
Tomorrow I'm going to speak with a lawyer to find out if the company is liable if, in fact, my pipes are frozen and to find out if I can sue them for failure to honor their terms of contract. My advice to anyone interested in hiring Petro, buyer beware! They will call you the first day (and every day after) if you are late paying your bill or if you don't sign their service contract, but when you really need them, the wait time for someone to pick up is 15 minutes.
I signed up a contract in a summertime with Petro Oil company that delivers to Cheshire, CT. They were quick and followed up with multiple calls to make sure that I will choose them for oil delivery and not another company. In a coldest day of the year - I had no oil. Because I have automatic delivery - I was shocked to find out that they never refill the oil and my tank was empty. No hot water, no heat with my sick mom in the house and 2 of my children freezing! They advertising their service as 24x7, but in reality never pick up their phone. I tried to reach out to them since 5am and only at 7:30pm they picked up the phone. When asked why my oil tank is empty and I have no oil with automatic delivery - their response was: "Oh, well! It is a mother nature!".
My address has been using Petro since they were Master Fuel. Just received delivery at $4.299 gallon! LI Average is 325.1. I complained last delivery, heard sales pitch on how good they are! Service Contract I've yet to use at $370.25 a year! NUTS. I also had to call for fuel in January. I'm changing this week! New customers get cheaper offers, they need to learn how to take care of their good customers who are loyal and pay on time! BIG MISTAKE, HUGE.
I have the service contract. I called Petro on January 6 to request to fix the heating system. I spent almost 2 hours on hold, the next available appointment was scheduled for the next day on January 7th from 3 to 7 pm. I was also advised to move in with friends while waiting for the repairs. My elderly handicapped parents live with me but it did not matter. After nobody showed up during the scheduled time I called again, spent almost 3 hours on hold to hear from an agent that Petro is 24 hours service and somebody would come in to fix the system. Nobody came in.
I called again on January 8th, spent 2 hours on hold and was told that nothing can be done to expedite the service. There is no compensation for hotel stay, there is no compensation for repairs done by another company and there is no refund for the service contract fees. Petro has the worst customer service. It does not care about customers and does not follow the 24 hours contractual agreement. Today is day 3 of helpless waiting for repairs. There is no hope.
I came home from work on 1/5/18, the coldest day in history on that date, to find that I had no heat in my home because Petro had not delivered oil since 11/27/17. My oil tank was COMPLETELY empty. I have a "Premium" yearly contract with them in which regular deliveries to avoid running out of oil are supposed to happen. So, I called them up, waited on hold for 3 hrs!!!
I was told that a technician could not be dispatched until between 7am and noon the next day, and that I should go to Home Depot in the 6 degree weather after a major Noreaster and get space heaters!!! Can you believe the nerve? I was also told to leave my faucets on a trickle to prevent pipe freezing. Who's paying for the water? I stayed up all night with the electric oven on and open to keep the house at just 42 degrees. The tech came at, that's right you guessed it, just before noon. Took him 2 hrs to reboot the boiler. Luckily, I had no broken pipes, but had to replace a shower valve that was broken from freezing. Fortunately, I am a DIY and it only cost me parts. Unforgivable!
Petro Oil raised our service contact $70. Every year since 2013. We pay $370/yr. and I called for service several times and all I got was put on hold. I'm on hold now 34 minutes. I called to discuss the increase and I had to wait almost the same amount of time to get a $25. credit. When I asked for competitive pricing they said that they had one price, but their website says that they have 3 choices. That's 3 choices for new customers I guess.
I spent three days trying to get an oil delivery. Spent hours on hold and could not leave a message or contact them in any way. I finally drove to their EG facility and although closed the people there tried to help me. They couldn't get their own dispatch but promised a delivery… Still haven’t seen them...tank is dry and I’m trying to find another company. DO NOT USE THESE PEOPLE... THEY WILL NOT BE THERE WHEN YOU NEED THEM!!!
Petro Oil - Poor service. Our oil tank is below 1/4 tank and Petro, who we've had a contract with for over two years, is not answering their phone lines. One line goes to auto disconnect and the other is busy... for over an hour. I have a four month old baby at home, the temps outside are below 0. It is critical that we don't run out of oil. Our account is paid on time and this is completely unacceptable. Calling another oil company for delivery and this will be the end of Petro!
Petro Company Information
- Company Name:
- Formerly Named:
- Petro Oil
- United States
- (800) 645-4328