Complaints

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/21/24 I purchased a 15-pack of Founders All-Day IPA. Later, taking them out one at a time the first few were fine but the rest were very damaged: dented, smashed, some only half full. I tried one of the better-looking dented ones anyway and it was sour.I brought back the remaining portion (8 cans) and I was told multiple times by multiple employees that THEY CAN'T TAKE MY RETURN BECAUSE IT IS AGAINST STATE LAW to return alcohol, I said I thought not in the case of defect.They then contradicted themselves saying it was my fault they cant take the return and they COULD have helped me if I had come back right away. I told them "it was night, you were closed, and I'm here the very next day." They taunted "we COULD have helped you but you're too late, come back at *** tomorrow, talk to the manager" which I did.I was told again the same contradiction THEY CAN'T TAKE MY RETURN (giving me the same misrepresentation of State Law) BUT its my fault, they COULD have helped me if... and proceeded to list completely impossible things too many to list here (but which I have documented).Then she said "we need this for pictures" and after saying repeatedly that they can't take my return THEY TOOK MY RETURN - BUT REFUSED ME A REFUND! She said "corporate" would look at the pictures and decide and kept the product saying, "the only way we can help you is if we keep this."Later, when I shared with the manager the words from ******************** "unless the product is defective" she said I was "extremely unhelpful" and "being difficult".I returned several times for their decision while they stalled for almost two months until today when I was told "THEY CANNOT LEGALLY GIVE ME A REFUND" again blaming State Law and again repeating that they COULD have helped me but it's my fault, this time for not knowing items in the sealed package were damaged before I bought them.The original purchase was $23.94. I asked for only $12.77 for the unusable portion or replacement thereof.

  Business response

  09/30/2024

  Hi, this is Ben Parenti with RH Foster. I have a complaint. Number 22297261. The complaint was from a Tim Pence in Dennisville, Maine. He wanted a refund on alcohol. And we do not give alcohol refunds. When somebody has opened the package. He says that he has a few damaged items. We are going to be sending him a $50 gift card for the inconvenience. Um, if there is something else that you may need, you call me back at 207 6598886, thank you."

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rh foster hired to set propane tanks and install furnace and roof **** while pulling oil oil tank and line. Never did roof**** or pulled line, tank setting was not code compliment and pumping propane into crawlspace all winter long. Company also keeps terrible billing and delivery records regularly miss charging customer for work not done.

  Customer response

  05/18/2024

  I have not heard from the business in response to my complaint.  They sent a bill which i responded to by letter disputing as outlined in my claim here. I have heard nothing since.

  Business response

  06/13/2024

  Response to Complaint # ******** filed on May 8, 2024
  
  Timeline of Events
  
  ******************* became a customer of R. H. *******************************************, LLC on December 8, 2022.  On December 21, 2022, an R. H. Foster delivery driver conducted a first-fill inspection, and it was noted that Mr. ****** whistle needed to be replaced on his oil system for safety reasons. 
  
  R. H. Foster completed a site evaluation on January 18, 2023. On January 26, 2023, ************** told our staff that he wanted propane tanks set for heat and a cook stove. At this time, the technician on site was informed that ************** did not want to address the issue with the whistle because, in the spring, he was going to put in a whole new oil tank system and remove the old tank from the site. 
  
  We were asked to set propane tanks, and ************** indicated that he had hired a contractor to run propane lines and install the regulator to the tank when the tank was set.  It was explained to ************** that we would need to return for an inspection and pressure test and to check the system, and he was advised that there would be a charge for that service.  On February 8, 2023, we dropped a tank at Mr. ****** house and contacted him to follow up on a safety check and inspection.  A gas safety check was completed on March 7, 2023. 
  
  On April 14, 2023, ************** contacted our office, stating that he had sent a check for $402.67 on March 27, 2023. This check had not cleared his account yet, so our team put a flag on it to monitor the deposit clearing. 
  
  On April 19, 2023, we advised ************** that the check had not arrived.  He indicated that he would mail another.  We offered to take payment over the phone or via check or credit card, but he declined both options and insisted we not charge late fees.  Our team indicated that we could not guarantee there would not be late fees unless we could confirm a payment date.  He stated: You will get the check when I feel like sending it.  Our internal credit department placed a flag on this account to monitor for payment.  It was also offered that he could send it to a local office or drop it off, and he was told that his account would be 60 days past due on May 7, 2023. 
  
  Later in May, ************** went online and posted disparaging comments about his experience with R. H. Foster. When we followed up with him to understand these comments, he removed the comment in exchange for an agreement that we would refund the overpayment based on the allegation that we had deposited both checks for the same service and a $50 coupon on his next delivery. 
  
  On June 15, 2023, ************** called and stated that R. H. Foster was stealing his money.  He stated that he had sent a second check, and we had cashed the first check.  We agreed that if he had paid twice, we would refund the second overpayment.  ************** was very upset and insisted that we refund the entire amount and that he not need to pay the original $402.67.  When the account was researched, it was found that ************** canceled the first check, so there was no double payment.  Our staff explained that we would have refunded the overpayment, but there would be no refund because there was no overpayment.  We apologized for the misunderstanding, and ************** was given a $100 coupon based on his insistence that we make it right and his insistence that this was our fault. 
  
  On October 13, 2023, the delivery driver noted that the whistle was still not fixed and that ************** needed to address this issue for us to continue to deliver to the site.  We followed up with him. 
  
  On October 27, 2023, we called ************** to inform him that we had placed him on the November 13, 2023 calendar for a site evaluation.  He stated that this was unacceptable and not soon enough and threatened to switch providers.  We pushed with our team to see if we could accommodate a date sooner and were able to work him into the schedule on November 1, 2023.
  
  We conducted a site evaluation and were able to send a quote to ************** on November 1, 2023.  The quote, copy attached, was for the following work:  Remove and dispose of the existing oil tank and oil-fired furnace.  Install the customers existing ****** Gas Furnace.  Set an additional 120 gallon R. H. Foster Energy owned propane tank and perform a gas safety check.  The Proposal also clearly states that any alteration or deviation from the quote specifications that results in a revision to the price will be executed only by written change order and may require a new quote.  The quote also makes clear that this is only an estimate and an estimated cost of labor and materials and that additional parts or labor required beyond the scope of this quote will be billed at current rates on the date of the work.  The quoted price was $2,496.00 and required 16 hours of Labor.  ************** signed and accepted the quote for services as written. 
  
  On November 3, 2023, ************** called about settling up his bill.  At that time, he owed $657.33 for past service work.  Through a conversation with the office staff he asked if the prior fee for a furnace cleaning could be paid all in one payment after his install was completed.  The staff told ************** that based upon his credit terms, we could not do that.  ************** then stated that the technician that was on-site told him that we can sometimes remove the cleaning fee or waive it as part of the installation.  ********** staff said that is not our normal policy, and they apologized for any misunderstanding.  ************** became very frustrated and told the staff we were always hemming and ****** and didnt know our policies and the technician should not have told him that.  ********** confirmed that they were very sorry, but it was clearly a misunderstanding, and we could not offer that.  ************** continued to press the issue, saying he shouldnt have to pay.  The staff told him he would be required to pay for the service.  The technician on site that day is a Lead Technician who stated that he never said anything like that regarding removing the cleaning fee or bundling it into an install, as he knows that is not our policy. 
  
  On November 9, 2023, our team called ************** to notify him that his installation was scheduled for December 8, 2023.  He was unhappy about it, but we collected the security deposit and let him know we would reach out if something became available sooner.  The deposit for $832.00 was received, reducing the balance owed on the November 1, 2023, quote to $1,664.00. 
  
  On December 11, 2023, we spoke with ************** regarding the installation for December 8.  The technicians on-site stated that they would need to return in the spring because Mr. ****** roof was too icy to install the roof ***** and it was too cold to pull the old oil lines from the crawl space, creating multiple safety concerns. 
  
  ************** asked if it would be okay to bill the cost of the roof **** in the spring when we finish the job, and we agreed we would speak with our sales team.  ************** was sent an invoice for the following:  removed and disposed of the existing oil tank and oil-fired furnace.  Installed the existing ****** Gas Furnace.  Set and leveled an additional R. H. Foster-owned 120-gallon propane tank.  The invoice does not reflect a down payment of $832, which will be applied to the balance. The invoice amount was $2,538.64.  A difference of $42.64 from the original quote.  The additional $42.64 was for flare plugs, adapter, and frost nuts required to complete this job, which cost $40.42, with tax of $2.22.  This invoice did not include pulling the oil lines or installing the roof ****. 
  
  On December 15, 2023, ************** called and wanted an update on the remaining work to be done.  We spoke with ************** that day and advised that we would bill out the roof **** ******* upon our return to the property in the spring, and it would be billed at time and materials, as ************** had the roof **** on site and it was not part of the original scope of the proposal.  Typically, we do not install customer-owned equipment, but ************** had asked for an exception, and we agreed to accommodate and charge time and materials when installing the roof ****. 
  
  On January 3, 2024, we billed out the work previously completed.  On February 5, 2024, ************** called in very upset and stated that he is not paying at all until the work is completed, changing course from his initial statement that he wanted us to wait to bill the final amount until the work was complete, and he had previously agreed to pay that *******. 
  
  On February 6, 2024, ************** spoke with multiple team members in our ************** regarding his balance.  ************** stated that he would not pay R. H. Foster anything until we came out and finished his job.  R. H. Foster completed the work outlined in the original quote and billed for that amount, the unfinished work was to be billed later at time and materials.  ************** got upset and then stated that he did not want R. H. Foster back at his house and he would not be paying the balance owed.  Later that day, our service install coordinator spoke with ************** and they agreed to a date to install the roof **** of April 10, 2024.  Work orders were placed on the technicians. 
  
  On March 12, 2024, the late fees were removed from this account.  ************** was credited the late fee due to waiting to complete the installation, although he had previously agreed to pay this balance, as this work was completed. 
  
  On April 10, 2024, two technicians were sent to install the roof ****.  ************** refused to allow them to complete the work, stating that we hadnt called to remind him that we were coming to the property.   
  
  On April 11, 2024, ************** called very mad that we had made a propane delivery to his location, stating that he requested to be on will call.  We treated the delivery like a wrong fill and agreed to decrease the cost to $2.00 per gallon if ************** wanted to keep the product.  ************** stated that he was changing providers and did not want this delivery.  We let ************** know that rather than discounting, we would pick up our tanks and he would get a full credit for the amount left in the tanks.  ************** stated that wasnt good enough and was going to work the product down to 30% before we could come pick it up and that he wouldnt be paying for it.  We again offered to send a technician to replace the roof ***** and it was declined.  We then attempted to make an arrangement for payment of the wrong drop.  ************** stated that it didnt matter what type of arrangement we made; he had no intention of paying the balance and proceeded to hang up. 
  
  On May 1, 2024, we scheduled two technicians to pick up our company-owned tanks due to non-payment and ************** stating he was changing providers.  ************** was very aggressive and combative with our staff, calling our service team profane words and f****** morons and saying we were a f****** s*** company.  ************** was not billed for this service or the time when the technicians visited the site for a previously scheduled appointment and were sent away. 
  
  On May 2, 2024, ************** called and said we had treated him poorly and another company had come out to fix our errors.  He then made the accusation that the tanks had been leaking propane into his crawl space for some time and stated that once he was credited, that he will not be paying any balance left over and as far as he is concerned his business with us is over.  He also stated our team better not call him or he will be suing us for harassment. 
  
  Response to Allegation that We Billed for Work Not Completed
  
  ************** had a balance of $1,056.51 for unpaid amounts dating back to December 2023 for the work included in the original quote, which was completed.  ************** was never billed for the roof **** or the cost to send two technicians to a previously scheduled appointment when ************** denied them access to the property and denied the ability to complete the work.  ************** alleges we never did the roof **** or pulled the line.  We agree with this statement.  We made multiple attempts to complete the work and were denied. 
  
  However, the outstanding bill does not include the roof **** or any labor to pull the lines.  ************** was issued a credit for 144 gallons of propane when the tanks were picked up in the amount of $345.89.  The current balance owed is $710.62.  ************** was not billed for any work that was not completed.  On February 6, 2024, our salesman told ************** there would be no additional charge to install the roof ****.  ************** relies on this to state he does not have to pay his balance.  However, the roof **** was never installed, and it is not included in this bill.  Those statements are immaterial to the current question of whether the amounts are validly owed. 
  
  The invoice for the completed work included $2000 in time/labor for two technicians and 8 hours of work per technician at a rate of $125 per hour, $496 for the tank disposal fee for (1) 275-gallon tank, and $42.62 for parts. Although our team installed the system, **************** purchased the furnace, other parts, and roof **** separately, which is not included in the quoted price.  Travel records confirm that two technicians were on-site for approximately 7 hours each on December 8, 2023, resulting in 14 hours of labor required for the installation work completed on December 8, 2023.  A third technician was on-site to assist with the disposal of the tank, and a fourth technician was on-site to set the newly requested propane tank, resulting in another 2 hours of time being allocated to this job for a total of 16 hours to install the furnace, dispose of the oil tank, and set a new tank.  The current amount owed only includes services provided on December 8, 2023, and no charges for pulling oil lines or installing the roof ***** which we were not authorized to complete. 
  
  The amount of $710.62 is validly owed for work completed on December 8, 2023. 
  
  Response to Allegation that Propane was Leaking into Crawlspace
  
  ************** received the following propane deliveries since December 2023:
  
  December 14, 2023 96.3 gallons
  January 11, 2024 100 gallons
  February 22, 2024 146.1 gallons
  April 1, 2024 80.3 gallons
  May 1, 2024 received a credit for the 144 gallons of propane remaining in his tank.
  Based on the delivery amounts, usage, and volume of propane left in these tanks, it is highly unlikely that these tanks were leaking, as has been alleged.  R. H. Foster was never notified of a gas leak and has multiple records of gas safety checks completed at the site to ensure customer safety.  ************** also stated that other contractors were working on the propane tanks, including running lines and touching the regulator.   All delivery tickets include detailed information on propane safety and how to ensure propane safety if a gas leak is suspected or smelled; see attached. 
  
  Simultaneous to this complaint, ************** also filed a complaint with the Maine **************************** that we did not finish the job.  R. H. Foster made multiple attempts to reach out to ************** to finish the job and to receive payment for the work completed but were denied the ability to finish the job and told that ************** was done with our company and was switching providers.  Mr.  ***** was never mischarged for his service with R. H. Foster.  He was contacted in response to the Maine **************************** complaint and stated that he was not paying his bill no matter what and that there was no compromise that he would accept or be willing to entertain.  
  
  Conclusion
  
  R. H. Foster Energy maintains that ************** has only been billed for work completed on Mr. ****** property on December 8, 2023.  The attempts to confuse the issues do not relieve ************** from his responsibility to pay for work completed pursuant to a validly existing contract signed on November 1, 2023.  ************** has presented no evidence to support the allegations of a propane leak or that the tank or work on-site was non-compliant with the applicable code. 
  
  Please let me know if you have additional questions or concerns.
  
  Thank you,
  
  *****
  
   

  Customer response

  06/17/2024

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 11, 2024, we contacted RH Foster to turn off the water (winterize) at the home of my husband's parents' home, who both passed away over a year ago. They provided the same service for us last year. The home was for sale this year. On February 6, they opened it back up, at our request, because we had someone interested in buying the home and they wanted to do a septic inspection, and needed the water on to do so. When RH Foster did this, they also installed a well pump union and adapter, which we were not asked about beforehand. The extra charge for this was ***** & *****, respectively. As the home is for sale, we would not have done that part, had they let us know about the extra charge. When I called them to ask why this was added, they explained that it would make it easier to perform the next time, and the new parts were less likely to erode, or something similar. But there was nothing wrong with the existing hardware, it was for prevention. Again, the home was for sale, so we would not have chosen to add that. My issue is that we were not informed beforehand about the parts added and extra cost to do so. Two separate times I called them and they explained why it was done, but when I asked for a person to call me back, so I could ask if those charges could be taken off (since we did not agree to that part of the service beforehand), nobody ever called me back. So this is why I am submitting a complaint. I have no issue with the quality of the work they did, but with the extra cost for work done without our prior approval, and the fact that they didn't bother to return my calls.

  Business response

  03/20/2024

  A service technician went out to open the house. He replaced a part that would make openings in the future faster and was less likely to wear down. This is not a part that was mandatory, and was not something that the customer had been billed for before.
  She called in when she got the bill and questioned it. ***************** then spoke to the technician to understand the details of the situation. ***************** explained to the technician that we cant charge customers for parts that are not needed without talking to them about it first, especially if it is just to make it easier on us. ***************** then had the invoice so corrected, so those parts were not charged to the customer. 
  *****, *******, and **** have all spoken to the customer since the initial phone call and she was told that her invoice would be getting rebilled. ******* also responded to the customer via email to let her know that her bill was corrected. 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had this company do a propane hook up for a generator on 12/15/23. They gave us a quote of $2155.30. This included $1000 in labor (8 hrs?) and materials for a job using 50 ft of pipe. They showed up, 2 1/2 hrs late and did the job in 1 1/2 and used 16 ft of pipe and materials. We received the bill which included no details of the job simply a we did the job, you owe $1908.01. We disputed this immediately and asked for a detailed invoice. We were denied that and received argumentative emails from ***** the service manager and ***** the branch manager along with a plethora of excuses as to the poor service and exceptionally poor customer service at the *************** We asked to have our issue forwarded to the corporate office in Hampden to seek resolve and get a rational explanation and invoice for the work performed and associated costs. As of today, 12/26/23 we have not been contacted by anyone in Hampden to get an explanation regarding the service at this office or the invoice. We received an email from ***** indicating she would adjust the invoice to a little above $1700.00. We are not willing to pay for labor hours and materials that cannot be justified and have been inflated by this company and the staff at this office.

  Business response

  01/02/2024

  First, I would like to apologize for the billing errors and the unpleasant experience with the ************** staff; both of these situations are being addressed.  Upon review of the original invoice that was issued, it was discovered that incorrect quantities were billed for some of the parts used to complete the job.  The invoice has been reissued to reflect the correct quantities of parts and the customer has been contacted via telephone to explain what happened. A copy of the new invoice is attached to this response as well.  Please accept our apologies and let me know if you have any further questions.  

• Initial Complaint

  08/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Writing you in hopes you can help me with RH Foster. Please read my story about this past winter. 20 plus years as an oil customer with RH ********************. On automatic delivery and has a good status of paying bills on time. My husband had killed himself 2 years earlier so no longer had his income. Fell on hard times due to tenants destroying second house which included ruining furnace. ***** from Ellsworth office was going to replace system and had me apply for help with Community Housing. He and I texted at least once a week about my situation. I finally received a letter stating that oil assistance for my livable house was sent. When I called the office in Hermon, the woman said they used ALL approx $800 toward my past due bill. My reply was that I needed oil now or would run out and couldnt part be used. Her reply went something like, too bad we used it all because you owe it and now you need cash for a delivery or we wont deliver. I ran out of oil the end of March as I told them I would. We were without oil for two weeks! After those two weeks my oil tank was completely filled by the way.Now they are going to take me to court for the remaining approx balance of $800. This makes me furious after letting us freeze. Legally they maybe right in all of this, but what they did isnt good business. You would think they would drop everything after putting us through h*** and being embarrassed about how they treated

  Business response

  08/30/2022

  As the customer mentioned, she has two locations that were receiving both service and fuel. The customer did get fuel assistance for one of her locations, but fuel assistance does not cover service invoices.Typically, if a customer gets fuel assistance, we go back and apply to anything that is outstanding first to ensure we capture payment for product that has already been used. That is what happened in this case. As she mentioned, she only received the fuel assistance for one of her locations and had outstanding invoices for both service and fuel for both locations.
  
  There is a note from our Collections Specialist, *****, (dated 3/3/22) that indicates ***** had called the customer to discuss payment of the past due amounts or payment arrangement. ****** called back and told ***** that she could not pay the outstanding bills and that she was in discussions with the bank as she could not pay her mortgage. At this point, there hadnt been a payment since February 16, 2022 (with the indication that she could not pay). She was sent a 10 day letter to start the collection process on 3/15/22. She was awarded fuel assistance on 3/21/22 which was applied to older fuel deliveries and still leaving a balance of over $700.
  
  Per our notes, ****** did call asking for a delivery on 3/30/22 and indicated to ******* in our Ellsworth Office that she was almost empty. ******* told her that the fuel assistance was applied to the older invoices but that someone from Credit would be happy to give her a call to discuss options, but ********************* up on *******.
  
  On 4/6/22 ****** called to say that she was switching to Hometown Fuel (a local competitor) and would be calling on Friday, 4/8/22 to pay off her balance and close the account. We held the account until 5/31/22 and sent her the Statement of Claim paperwork after the promised payment wasnt received. ****** did not make any attempt at payment or payment arrangement.

  Based on the above fact pattern, I believe R. H. Foster made reasonable attempts to work with this customer to arrive at an acceptable agreement that would work for both the Company and the customer.  Proper procedures were followed by the members of our ***************** as well as our local branch **************** representatives.  The customer made a promise of payment that was neither honored nor further negotiated to arrive at an acceptable payment plan.  Please let me know if you have further questions.  Thank you. 
  
  Please let me know if this is sufficient or if there is anything further that you need.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩