Cass Fuel Oil Company, Inc.

12/5/2017To Whom It May Concern;Hello; My name is Michael C[redacted] and I am the Owner/President of Cass Oil Company. I would like to present an explanation of my position on the above referenced complaint Let me begin by saying that we are a small, family owned/operated local company, who bases...

their entire business on providing good quality customer service to our very loyal customers. We have been In business for over 50 years, and we thrive on offering each and every customer the best price possible. We take pride in our outstanding reputation, and have gone above and beyond to help so many people. That being said, here is an explanation of how the sale went.Complaining customer inquired about our prices over the phone. She was given an explanation of the "oil price scale". The more (gallons) you purchase, the cheaper the price per gallon becomes.Example:50 gallons ($.3.60 per gallon) Total$180 75 gallons ($2.74 per gallon) Total: $205 100 gallons ($2.59 per gallon) Total: $259 150 gallons ($2.49 per gallon) Total: $373Please note- oil prices change daily. When the customer decided to place her order, she requested 125 gallons. (That falls into the "100 gallon" price per gallon) She was informed of the price, and she placed her order. She then called us back and changed her order to 150 gallons, this way she could take advantage of the cheaper price per gallon, Again, she was given all of her buying options, and she agreed to the 150 gallon sale. Once our delivery driver arrived at her house, she informed him that she wanted to change her order back to the 125.galioh order because she "didn't have enough money" for the 150 gallons. Our driver applied a courtesy $10 coupon to her order-arid she happily paid the 125 gallon price.This letter is the first that we have heard of any "complaint" regarding this sale. Had she  called us herself, we would have gladly explained (again) that she was charged exactly the price that she was supposed to be charged for what she ordered/received. We one hundred percent did NOT give her 125 gallons and charge her for 150 gallons. We gave her what SHE ASKED FOR and charged her ACCORDINGLY.  I have enclosed a copy of her meter ticket from our delivery truck, The number in the top right corner shows what she got .(125) and the total invoice reflects 125 gallons @ $2.59  per gallon, equaling $323.75 less a $10 coupon, total bill $313.75.We would absolutely offer a refund, if one was necessary. But as you can see, she is trying to get the 150 gallon or more price, which does not apply in her situation, (under 150 gallons) This "oil scale" is a known factor to anyone who orders oil, especially the customer in complaint.Please feel free to contact me at any time regarding this matter. I can be reached via phone or mail.Thank you;Michael C