Rymes Propane & Oil

If I could give zero stars, I would. The experience with this company has been incredibly frustrating. In March, they delivered oil to our home. About two weeks later, they returned and delivered again, but we received no notification explaining why a second delivery was needed. When I called to question the charges, I was told the meter had not been working properly during the first delivery. If that was the case, I would have expected some communication before another delivery was made and billed. The total ended up being over $1,200. The situation became even worse when we woke up with no hot water. We called the company because they service our system, but they would not allow my husband to schedule service until he verified details from the most recent payment. After getting through that process, we were then told they do not have their own technicians and would need to refer us elsewhere. The company they referred us to was not answering the phone. Between the lack of communication, confusing billing practices, and inability to provide timely service for an urgent issue, this has been a very disappointing experience. We will be looking for a different provider going forward. Edit- they couldn’t come service us Friday when we had no hot water, no call back from their third party vendor but was sure to call em about this review. Then i spent 40 minutes on hold to cancel yesterday and then 20 today but when I clicked another option they answered right away. They informed my they cancelled me on Friday (great needy but then tried saying they were going to schedule a pickup of my oil tank. That is not theirs and was here prior to them ever servicing this house. The lady on the phone was about as competent and friendly as you would expect. Example of a company bought by corporate, assuming private equity. Go local!

Can't be trusted. During 1/26 my tank kept getting lower despite several calls to Superior. At first they said a ticket was out for delivery but they couldn't tell me when. Then they promised to be out several times but never showed up. The huge storm came on a Sunday. When I called on Monday they said they pulled the trucks off the road on Saturday because of the storm. It didn't snow until Sunday! When they finally showed up my tank was at 4%.

Called this past Saturday for a delivery as our tank was reading around 2% for fuel. Got put on hold for hours on end before getting through to someone, only to get told they have a delivery scheduled. It is now Monday and still no delivery. We've been freezing without heat and customer service refuses to pick up our calls. If you actually want to stay warm during the winter, avoid this company.

We have a large, in-ground propane system with Superior / Rymes that supplies primary heat for our home. I placed a refill request on January 22, when our tanks were still around 40%, specifically to avoid any issues during winter. It has now been 18 days with no delivery. I’ve called multiple times to follow up, spending 30+ minutes on hold each time, only to be given two separate delivery windows, both of which were missed with no explanation, no follow-up, and no accountability. This is during a period of extreme cold in New Hampshire — something everyone in the region is well aware of. Delays happen, but repeatedly telling customers “it will be in a few days,” missing those commitments, and failing to provide a confirmed delivery date after nearly three weeks is completely unacceptable for a company supplying heating fuel. The issue here is not the weather. It’s poor communication, missed deadlines, and a total lack of ownership. For customers relying on propane for heat, this level of service is simply not acceptable.

Customer service has gone downhill since Rymes was bought by Superior Plus. I was on automatic delivery, yet my tank dropped below 5% multiple times. When I tried calling this local office, everything routed to a nationwide call center where I spent hours on hold without ever reaching a person. At the time online delivery requests were disabled because I was enrolled in auto-delivery — a frustrating catch-22 to find yourself in. I finally had to use the emergency option (prompt #9) when calling just to reach someone. They sent a truck later that day then charged me extra for an “emergency” delivery, even though this situation was caused by their system failing. Between higher prices (when compared to the local competition) and terrible customer support, I lost trust in their ability to reliably deliver heating oil. I’ve since switched to B&H Oil and was able to speak with a real person immediately with no hassle filling my tank. Very disappointed.