March 10, 2014
To Whom It May Concern;
Please accept this letter as response to the above referenced complaint filed against our company on March 5, 2014, We did receive an order for fuel for this customer on Monday, March 3, 2014 and a ticket was printed to deliver to...
this address and put on the schedule for Thursday or Friday (March 6th or 7th), which is our regular delivery route for that area. The request for this delivery was made by the [redacted] office, not directly from the customer, for $500 of fuel, not 500 gallons (customers tank is only 275 gallons). Our dispatcher did speak with this customer and let them know that the delivery would not be until the end of the week, unless they wanted to pay our “out-call service fee” of seventy-five dollars ($76.00). Charging an additional fee to make an out of route delivery is common place and our charge has been $75.00 for the past ten years. They did not wish to pay the extra fee; therefore the delivery of 153.3 gallons was made on Friday, March 7, 2014 at 11:07am, as scheduled, (See attached delivery ticket with time and gallon stamp)
We do apologize if any communications by our staff were perceived in any manner other than professional. It is our policy to accommodate all customer requests within the boundaries of running our business effectively and efficiently.
Should you need any further information regarding this issue, please do not hesitate to contact me directly,
Sincerely
Consumer didn't send clarification, however the business responded
Consumer didn't send clarification, however the business responded.
March 10, 2014
To Whom It May Concern;
Please accept this letter as response to the above referenced complaint filed against our company on March 5, 2014, We did receive an order for fuel for this customer on Monday, March 3, 2014 and a ticket was printed to deliver to...
this address and put on the schedule for Thursday or Friday (March 6th or 7th), which is our regular delivery route for that area. The request for this delivery was made by the [redacted] office, not directly from the customer, for $500 of fuel, not 500 gallons (customers tank is only 275 gallons). Our dispatcher did speak with this customer and let them know that the delivery would not be until the end of the week, unless they wanted to pay our “out-call service fee” of seventy-five dollars ($76.00). Charging an additional fee to make an out of route delivery is common place and our charge has been $75.00 for the past ten years. They did not wish to pay the extra fee; therefore the delivery of 153.3 gallons was made on Friday, March 7, 2014 at 11:07am, as scheduled, (See attached delivery ticket with time and gallon stamp)
We do apologize if any communications by our staff were perceived in any manner other than professional. It is our policy to accommodate all customer requests within the boundaries of running our business effectively and efficiently.
Should you need any further information regarding this issue, please do not hesitate to contact me directly,
Sincerely