ComplaintsforTrono Enterprises, Inc.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We have been customers of Trono Oils for more than 10 years. We have always paid all our bills promptly.On April 18th 2022, we discovered an oil leak in our basement. We had a ruptured fuel line and called Trono fuels. They sent two people who told us that they replaced the old line and did some rudimentary clean up. The next day the oil smell was very strong and we discovered that there was more oil that had leaked. A new person from Trono came by and told us that he saw that the fixture had not been fully tightened which he fixed. A few weeks later we received a bill for the first visit which we promptly paid. Two weeks later we received another bill, this time for the second visit, which had lasted no more than 10 minutes, for $243.81. I called Trono Fuels and asked why we were charged for the second visit. The man on the phone said that it was all settled and we did not have to pay for the second visit. After another three weeks we received another bill, adding a surcharge of $3.50 to the original $243.81. I called again and was told that they had changed their minds and the second leak was our fault so we had to pay for that visit as well. I denied the allegation and we ended the phone call not getting to a conclusion.After Trono sent us another bill, adding more surcharges I called again to try and work this out. The man told me I should look for a different oil company and would have to pay their bill. We don't agree with the second charge and ask Trono to stop sending us invoices.

  Customer response

  09/11/2022

  I have not heard from the business in response to my complaint. We tried to reach out to the business at least on two occasions without any resolution

  Business response

  09/19/2022

  See attached response 

  Customer response

  09/20/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Trono claims that we were "steadfast in our request to just replace the fuel supply line that had been damaged". At no point during this interaction had we insisted on any particular solution. We had relied on Trono customer service to advise us and follow up to the best of their abilities. Not during this visit, nor the previous one, did we suggest or ask for any particular remediation. We had trusted Trono to help us with their expertise. Trono had made at no point any requests to talk with us. If Trono considers sending bills as an invitation for conversation, we did follow up when we called twice to talk. As in my previous statement these conversations did not end in any satisfactory conclusion. The last phone conversation ended up with Trono customer service telling us to seek for a different oil delivery company.

  Trono never called us. Only after we reached out to BBB did we received another bill with a handwritten note to call them. This was the first time that Trono asked us to contact them (I am not sure why they never called).

  We are hoping that BBB can help us find a solution at this point. 
   
  
  FAQ
  
  Regards,

  *******

   

   

  Business response

  10/11/2022

  Attached is our response.
  

  
  

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