Thermoil, Inc.

We regret that you have received this letter in behalf of Ms*** *** stating and expressing her dissatisfaction with the services provided by ThermOilThe events are as followed which led to this email and complaintThe first time and we received a call from Ms*** *** was on Tuesday
January 2, at 8pm requesting an oil delivery for the next day the temperature this day was / -degrees, but at this time due to the cold weather we were taking orders with a hour delivery windowWe understood the situation of having frozen pipes and delivered the minimum of gallons of oil at her request on Tuesday 1/at 6:48pm at a total cost of $which is a little more than what Ms*** has statedShe was informed that gallons does not fill up her tank, at this time we offered her to be on Automatic Delivery but she declined and chose to have the gallons deliveredIt was informed to her that declining the auto will make her a call customer where she would need to call every time she would like to have oil delivered and as explained to all customers we ask that they call when there is 1/of oil left to ensure that they receive delivery in a timely mannerThe second call we received from Ms*** was on Saturday February after hours informing us that she was out of oil and had no heatShe requested gallons and we immediately delivered an emergency 10g and did the service of starting her boiler at no charge(The charge for an emergency no heat is $120) She was only charged for the 10g that were deliveredOn Sunday February the remainder of the gallons of oil which was now gallons was delivered to her at 8:41amThe total charge for this was $and not $as she stated in the emailOnce more Ms*** did not accept to be put on Automatic Delivery and continued to only purchase the minimum of amount of oil being gallonsThe third call was on Saturday 3/at 5pm informing us that she had no heat and was out of oil at this time we offered her a delivery and a boiler start on Monday 3/but Ms*** stated that her and her son needed to take a shower and they had no hot waterOnce again she purchased gallons of oil and we sent out an emergency 10g and started her boilerAt this time we had to charge her emergency service of $(this is only for 10g of oil and a boiler start) as it was noted that it had become a repetitive offense of only calling us when she had ran out of oilOn Monday 3/at 1:45pm we completed her delivery and only charged her 110g of oil at a cost of $The last call that we received was on Monday 3/where she informed us that she had no heat and no hot waterAt this time we took in the service request, min later one of the ladies in the office called her back to asking her the following service questions 1. Did you check the emergency switch? 2. Did you check your water level? She informed us that she would call back to give us the information as she would go to the basement, minutes later we received a call from Ms*** informing us that she was not sure which one of the steam boilers was hers and did not feel comfortableShe was informed that it was ok and that we would send a tech out. Once the tech arrived he confirmed that she was out of oil which is why she had no heat Since the beginning of Ms*** account with ThermOil she has only purchased the minimum amount of oil and her request for oil deliveries have only come in once she is completely out and has no heatAs stated by Ms*** she requested and oil delivery in the beginning of January but was not living in the unit until mid to end of JanuaryThe request came as a notice from her landlord so that the pipes do not freezeNoting that the unit was vacant and the temperature had to be between 40-degrees so that the pipes do not freeze helps economize oil and burn as little as possibleOnce moved in Ms*** burned through her remaining of oil in almost weeks leaving her tank empty and leading to her call in FebruaryMs*** *** is an old home that is not well insulated, with old windows allowing it to have drafts and makes this a very cold homeWe understand that we did leave an invoice for Ms*** but we do so with all of our customers so that they have a record of what services they are given and being chargedAs with other customers we also ask if they would like to leave a credit card on file but this is at the customer’s discretion and does not make them an automatic customerWe do this is a curtsey to all customers and do not charge the card without the customers confirmationWe have attached a copy of the picture of her home and also a copy of the summary invoices showing each and every charge to Ms*** ***’s credit card

At this point we are providing the credit card receipts from every time we have charged Ms. [redacted] for her oil. We provided the invoices as well as the oil delivery slips. The driver that MS. [redacted] is referring to was indeed let go but not for the reasons that Ms. [redacted] is stating as into making mistakes in deliveries, because if this was so the case we would have been flooded with emails and calls from every customer. In fact for one of her deliveries it was the owner himself who delivered the oil to her home. There was a mistake made that is correct at one time which was corrected immediately but this was something that ThermOil did and fixed informing the tenant who actually was involve in the error so we do ask that Ms. [redacted]’s complain only pertains to her oil issues and does not involve other customers who have never complained as what she is doing is giving bad reputation to the company who has been in service for over 35 years. It is not ThermOil’s responsibility to alert customers when is there time to request oil as we are not aware of the customers personal situations, as some customers go away for the winter, others are on vacation out of the country and some are home. We ask that all customers please pay very close attention to their oil tank and if they choose not to be on Automatic to please call when the oil tank gauge’s marking ¼ of oil in the tank. We understand that running out of oil is very inconvenient especially in the winter time but in this instance Ms. [redacted] had this situation many times which concludes that she was not keeping track of the oil usage for her home and also keeping an eye on her oil tank gauge. At this time the only way to prove the amount of oil usage for Ms. [redacted] will be based on the temperatures of each day. With the assistance of the Revdex.com and if Ms. [redacted] provides the current information of her usage and her next oil delivery we are more than happy to analyze the information she provides us and using the temperature system to provide the result of her usage and also a solution to this situation. ·         We are also requesting that she provides proof of the $700 charge that she is stating that she paid upfront as we are providing the credit card receipt for what we have charged. In conclusion the following issues that were stated by Ms. [redacted] have all been resolved and below are a recap of all of the issues and the resolution: ·         First call we received on a Tuesday January 2, 2018 at 8pm requesting an oil delivery for the next day. We delivered the minimum of 120 gallons of oil at her request on Wednesday 1/3 at 6:48pm ·         The second call we received from Ms. [redacted] was on Saturday February 10 after hours informing us that she was out of oil and had no heat. A request of 120 gallons was placed and we immediately delivered an emergency 10g and did the service of starting her boiler. On Sunday February 11 the remainder of the 120 gallons of oil which was now 110 gallons was delivered to her at 8:41am. ·         The third call was on Saturday 3/3 at 5pm informing us that she had no heat and was out of oil at this time we offered her a delivery and a boiler start on Monday 3/5 but was declined. She purchased 120 gallons of oil and we sent out an emergency 10g and started her boiler. On Monday 3/5 at 1:45pm we completed her delivery and only charged her 110g of oil at a cost of $319.35. ·         The last and final call was on March 19th for no heat and after sending our tech out it was concluded that she had no heat and at this time it is when the issue began. We would like to make a note that Ms. [redacted] had always called after hours or on the weekends prior to her call on March 19 and we have always done our best to make sure that even though she did not get her full delivery that day her house was warm and until we could deliver her full oil delivery, we never left her with no heat or oil not even on the days where we were busy and oil deliveries were being scheduled 72 hours in advance. We would like for Ms. [redacted] to stop making false accusations and providing bad information as we have always done our best to work with her. We are more than happy to provide copies of the receipts to this rebuttal and we would like to make note that for each statement that we have written to Revdex.com regarding this situation we have provided solid proof of everything.

Revdex.com:
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 # [redacted].  
 Thank you kindly for looking into this matter for me. After reading the response from Thermoil. Nothing but ridiculous accusations made to villainies me. A reputable company would have made some effort to correct the problem. Thermoil chose to point the finger at me. I was a customer referred to thermoil by my landlord I am a customer by my own admission am not familiar with using oil for heating, in that case I feel some guidance on the part of Thermoil would have been helpful. Instead I was given a run around much like the letter they have written in response to my concern. I never stated I paid 700.00 upfront to Thermoil I stated that 700.00 was the down payment quoted for auto delivery I had already paid out about 900.00 at that time and was unable to afford that price. As far as my downstairs neighbor is concerned It is most certainly my business to discuss this problem with them as it DOES involve me. My downstairs neighbor called Thermoil for oil delivery the first week in Feb 2018 , just as I was moving in.The oil was delivered to the wrong tank which happened to be mineThe problem was not rectified ... the problem was simply covered up as I was never notified or offered the opportunity to purchase the oil that was already in my tank coincidently I just found myself completely out of oil a day or two later February 10 2018. I don’t want to ramble on with wild accusations as Thermoil has done The facts are Between January 3 2018 and March 3 2018 Thermoil was paid in excess of 1200.00 for a service that was less than satisfactory.... Something is very wrong.It is completely impossible that I could have consumed the same amount of oil in much warmer weather March 5 through March 19 2018.The same 120 gallons had lasted me closer to 4 weeks in temps below 20 degrees .I have no desire for resolution with Thermoil .... I would never use their services again nor would I recommend them to anybody else .I am doing business with a larger more reputable company who has provided me with exceptional customer service. Based on my good credit .... I have been set up with a full tank of oil , a monthly billing plan a great price and a bonus of 200 free gallons of oil simply for signing on. From March 20 - April 2,2018 2 weeks in very similar weather I have used 1/4 of a tank of oil ... I will be recommending this company to any one and everyone I know that uses oil. I can also provide any and all information I have pertaining to Thermoil , please let me know if additional information is required Thank You , [redacted] A [redacted]
Regards,
[redacted]

Revdex.com:
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 # [redacted].
The response submitted by Thermoil is nothing short of a lie, I’m an attempt to cover their horrible customer service. I will start by stating I was never offered the option of being on automatic delivery. When I moved into the apartment the first week in February I found an invoice in my mailbox which I assumed I was on auto delivery .I have totally accepted responsibility for assumption and leading to the first time I ran out of oil on a weekend. The first time I ran out should have been the only time I ran out ! Thermoil accepted my payment , which in fact makes me a customer entitled to customer service. I told the office staff more than once I was not familiar with using oil , a little bit of instruction on the part of Thermoil would have been very helpful in alleviating the problem, I inquired about being on auto delivery I was told I had to pay 700.00 up front which I had already done . I asked how to prevent this problem it may have been helpful to allert me to the gauge on the tank which indicates how much oil is in the tank.The response from Thermoil is so fraught with lies and errors I don’t even know where to begin ! I would like Thermoil to explain how 120 gals disappeared in 2 weeks from March 5 to March 19 to be exact... The same 120 gallons had lasted approximately  25 days in February in temps that were below 20 degrees on consecutive days ...I also have documentation to support my claims I have no idea how much oil I received as I never got an invoice  after the one I received in error on February 7 , I was told by the office it was intended for my neighbor not to [redacted] me it was time to get oil ... I have discussed this with my neighbor downstairs who will also attest to Thermoils less than upstanding business practices. Not one time did the employees give me an alternative plan. Running out of oil in the middle of winter is something unplanned it is not me abusing their system , but me trying to use a system to which I was given no alternative. I also have kept my documentation at NO TIME did Thermoil provide me with any services for free as they claim. If they did provide me with any services for free it was to cover the tracks of the oil delivery driver that was fired for making so many errors. I have no idea what Thermoil is up to !! I will also tell you my neighbor informed me that she ordered oil twice this winter and the oil ended up in my tank and magically disappeared. If the Revdex.com can’t help and get to the bottom of this then I will contact Consumer Affairs what I will not do is sit back and allow Thermoil to steal from myself and others Thank You [redacted] A [redacted]
Regards,
[redacted]