Re: Complaint dated 8-22-16 ID #[redacted]Dear Ms. [redacted]In response to Ms. [redacted]'s complaint: Nittany Oil went to Ms. [redacted]’s home to service her heating unit on Februaiy 16, 2016. We replaced her oil filter and nozzle because the oil line system was plugged. We were able to...
get her furnace running and billed her for the cost of parts $20.52 (nozzle and filter) plus our normal labor charge (during normal business hours) of $85.00 per hour.On Saturday, February 20th, we were called out again for an after-hours, no heat call. The service tech found that the customer had allowed her fuel to run low causing sludge from the bottom of her tank to pull into her oil line again. This caused the fuel nozzle to plug again and wouldn't allow fuel to get to her furnace. The service tech was able to get the unit back up and running. Our minimum after-hours call out is always $120 for travel and $120 for the 1st hour on site plus another nozzle for $13.36.Ms. [redacted] was responsible for making sure her tank had adequate fuel which helps prevent dirt (sludge) in her tank to cause blockages. Because her tank is older, there will be a continuing issue with sludge. Our service tech suggested that she needs to consider a new oil tank. Please refer to the enclosed invoices for additional information.Ms. [redacted] called our office and sent a letter to complain about our labor rates around the end of March. On 4/6/2016, our service dispatcher, Tegan, spoke with Ms. [redacted]. Tegan then contacted me about Mrs. [redacted]'s billing to see if we could help her with the bill because she is an oil customer. I agreed to reduce the after hours cost from $120 to $85 for travel fee and $120 to $85 for the 1st hour fee, which was a reduction of $70 total. This reduced the labor bill from $240 to $170 plus parts. Ms. [redacted]t apparently misunderstood what Tegan explained to her and thought the entire bill would be $85. Tegan again explained this to the customer when she called her back.The customer stated that she still was not happy and she was told to call me at the State College office to discuss further. Tegan relayed the message to me and I called and left messages for Ms. [redacted] 3 different time with no response.We feel we have made every effort to work with Ms. [redacted] and have adjusted her account with the credit discussed above. We performed the work required and should be compensated for the full amount of the remaining service bill of $103.92.We will waive the finance charges if Ms. [redacted] pays $103.92 no later than the 15th of September. If the bill is not paid by that date, we will consider the finance charges to also be due.Please address any questions to me at the State College number above or [redacted].Sincerely,Thomas L[redacted] Service Manager
Re: Complaint dated 8-22-16 ID #[redacted]Dear Ms. [redacted]In response to Ms. [redacted]'s complaint: Nittany Oil went to Ms. [redacted]’s home to service her heating unit on Februaiy 16, 2016. We replaced her oil filter and nozzle because the oil line system was plugged. We were able to...
get her furnace running and billed her for the cost of parts $20.52 (nozzle and filter) plus our normal labor charge (during normal business hours) of $85.00 per hour.On Saturday, February 20th, we were called out again for an after-hours, no heat call. The service tech found that the customer had allowed her fuel to run low causing sludge from the bottom of her tank to pull into her oil line again. This caused the fuel nozzle to plug again and wouldn't allow fuel to get to her furnace. The service tech was able to get the unit back up and running. Our minimum after-hours call out is always $120 for travel and $120 for the 1st hour on site plus another nozzle for $13.36.Ms. [redacted] was responsible for making sure her tank had adequate fuel which helps prevent dirt (sludge) in her tank to cause blockages. Because her tank is older, there will be a continuing issue with sludge. Our service tech suggested that she needs to consider a new oil tank. Please refer to the enclosed invoices for additional information.Ms. [redacted] called our office and sent a letter to complain about our labor rates around the end of March. On 4/6/2016, our service dispatcher, Tegan, spoke with Ms. [redacted]. Tegan then contacted me about Mrs. [redacted]'s billing to see if we could help her with the bill because she is an oil customer. I agreed to reduce the after hours cost from $120 to $85 for travel fee and $120 to $85 for the 1st hour fee, which was a reduction of $70 total. This reduced the labor bill from $240 to $170 plus parts. Ms. [redacted]t apparently misunderstood what Tegan explained to her and thought the entire bill would be $85. Tegan again explained this to the customer when she called her back.The customer stated that she still was not happy and she was told to call me at the State College office to discuss further. Tegan relayed the message to me and I called and left messages for Ms. [redacted] 3 different time with no response.We feel we have made every effort to work with Ms. [redacted] and have adjusted her account with the credit discussed above. We performed the work required and should be compensated for the full amount of the remaining service bill of $103.92.We will waive the finance charges if Ms. [redacted] pays $103.92 no later than the 15th of September. If the bill is not paid by that date, we will consider the finance charges to also be due.Please address any questions to me at the State College number above or [redacted].Sincerely,Thomas L[redacted] Service Manager