In July 2015, [redacted] terminated his COD account with our sister company [redacted], to sign a CAP plan contract with [redacted] which had a pricing period that would remain in effect until May 2016. After the pricing contract expired, the customer was billed at our Retail Posted Price; as per...
the signed contract agreement. In good faith, we will honor [redacted] request to have the January 14, 2017 delivery rebilled at a rate of [redacted] totaling a credit of [redacted] for that delivery. In addition, any late fees incurred on the account have been waived. After all credits are applied, [redacted] outstanding balance will be [redacted]
After reviewing the complaint We scheduled a technician to go out to the location. The technician found that the chimney liner was not installed and a new chimney liner will be installed November 20th free of charge.
Complaint: [redacted]
Date Sent: 2/18/2016 8:32:53 PM Complaint: [redacted] I am rejecting this response because: There was no contract therefore no termination fee! This is the company's second mistake. The first delivery without permission they apologized and we settled for $2/per gal. I am being generous to offer payment, since I did not authorized this delivery. I will pay only $1/per gal!If I did not contact Revdex.com they would still be delivering without my permission, despite multiple calls to them requesting to stop delivery. Sincerely, [redacted]
Sincerely,
Karen Mcgowan-cottle
In response to the Customer’s complaint, we have reviewed the account and determined that a refund of the $172.00 Early Termination Fee will be processed.
I will start out by saying that yes we did overfill the oil tank which, could be a lack of attention by our driver or a situation with the vent alarm used to tell the driver when he needs to stop filling the tank. I would assure you that we would not be filling the tank again without having this...
checked out first to assure this doesn't happen again. I will also like to comment on the statements in the order they were stated in the complaint. We came to clean up the overfill at the [redacted] home and one gallon of oil was removed from the tank to assure it wouldn't continue to come out. That was the one gallon credit as no one ever called this office to talk about damaged toys, sports equipment or anything else. Our tech removed and cleaned some things at the time of his visit and left word that we would come back in a week or so to finish cleaning up so if the are damages beyond the scope of what has been presented a call to the delivery manager Yvette R[redacted] would of been appropriate. As far as the other service calls in March, yes a delivery was made on March 17th and yes a service call was placed for March 25th, eight days later. Yes we came out and checked out the unit unfortunately we had to come back on March 31st and fixed the problem as some times it takes more than one trip when the problem isn't a constant. Both calls were placed by the customer, which we still have records of and I am a little confused, as, if the call was placed and we went out and the house was open with other workers working there and we fixed the problem I am not sure what was wrong. As far as the cost [redacted] is quite aware that the services provided at his residence were well in excess of $900 and that we sold him a service contract and covered all the repairs under the contract saving him at least half of the expense. Also the "its not my fault " attitude, statement, I am not sure what is meant. I am not sure how a mechanical item breaking is any ones fault unless intentionally broken, which, I am sure is not the case. As far as our CSR's being rude I can assure you that that will never be the case as I have listened to the calls and that was not the case. Reaching the desired settlement, I will be glad to release [redacted] from his contract with us but that will involve one of two things happening there will be no refund for the existing service contract or we can refund it and bill out the work already performed which would more than double his liability. I am always willing to work with any and all customers and meet them at least half way or better if they want to be reasonable if we are truly at fault but we all need to be on the same page. I also have no idea where calls are being placed but our phone number here is ###-###-#### and any number of managers would be glad to speak to [redacted] if he is uncomfortable speaking to customer service. I personally called the supplied daytime number today but it went to voicemail. I do understand that an overfill can be a uncomfortable situation but we are willing to work with him if he called.
Our response to Mr. [redacted]'s rejection is below We regret that Mr. [redacted] has rejected our response to his complaint but our position and explanation remains the same. [redacted] has and will honor the Cap Price Agreement. An executed copy of that agreement is attached. The fifth sentence down under the Capped Price Program states "If our prevailing retail price for home heating oil drops below the Capped Price during the price period then you will pay our prevailing price for home heating oil. If our prevailing price drops below the $2.499, then Mr. [redacted] will get a lower price. If the price goes higher, he pays no more than the $2.499. The cancellation language should the customer want to cancel the contract is covered in section 10 on page two.
In the customers rejection he restates his allegations and rejects my response. I had stated that If I missed any e mail correspondence that I would credit off the $433.64 owed for the last delivery .I had credited $98.60 to address his price differential so the new balance owed is $335.04. I also offered to call his company on his behalf and seek a refund for him of his pre purchase payment. I have not received any new e mail correspondence nor a phone number to call to seek a refund on his behalf. I have no new information so our response is the same as the initial response. It is unfortunate that we have not been able to resolve this issue yet. He acknowledges calling on the day of the last delivery which is when we then took him off automatic delivery. We have no record of telling the customer that we would pump out the oil but we do understand that suck was his request. If the customer would send any documentation of his e mail to stopped delivery as well as his current suppliers phone number we will attempt to get this resolved to his satisfaction.
In response to the Customer’s additional questions: the termination fee has been removed and the account is not in collections. The service contract was used by the Customer for 2 separate service calls and the annual maintenance on the heating unit was performed at no cost. The service plan will remain cancelled as is.
[redacted] Thank you for taking the time to write about your missed delivery. Please know, we make every attempt to meet our commitments to our customers, and are very sorry that didn't happen in this case. With that being said, when our Service Technician did arrive at your...
house he determined you did not have heat or hot water due to a broken igniter. He replaced the part and did not add oil, feeling you had enough oil in the tank until you received the 100 gallons you requested. We have since made the requested 100 gallon delivery.I have credited your account the diagnostic fee, which is $99.00 and have also credited another $25.00, for the missed delivery, totaling $124.00. The igniter charge is $205.00 for the part and is a correct charge, so that will remain on your account. Again, we apologize for this inconvenience. Please let me know if I can be of any further assistance. Thank you!Regards,[redacted]Customer Service ManagerOil Express
The account is terminated per request and the customer was offered a budget payment of $185.29/month until balance owed is paid in full. The pricing contract states the customer is responsible for cancelling automatic delivery if additional deliveries are not desired. The Customer is responsible for payment of balance.
Mr. [redacted] in that each and every call is recorded and logged by our customer service group and there are no logs or recordings of your calls I don't understand where your calls went. Additionally I see that you are very aware of the cancellation process as you have done it with us in the past and...
it would appear that you are quite aware of how to switch company's yearly to receive new customer pricing and benefits which is understandable. As far as sending you out instructions on how to cancel your account I can assure you that we have never and will never do that because it is a simple process where emailing us or dropping us a letter to that fact is all that is necessary. Not a very in involved process and not our rule but the states. I am willing to work with you and reduce your price to $2.199 and rebill this delivery but we will not sell you the oil at a COD rate or a first delivery introductory rate even though you feel you should get it for nothing. Please let us know how you want to proceed with this and I will consider your complaint as your correspondence to terminate your account. Len S[redacted]
In July 2015, [redacted] terminated his COD account with our sister company [redacted], to sign a CAP plan contract with [redacted] which had a pricing period that would remain in effect until May 2016. After the pricing contract expired, the customer was billed at our Retail Posted Price; as per...
the signed contract agreement. In good faith, we will honor [redacted] request to have the January 14, 2017 delivery rebilled at a rate of [redacted] totaling a credit of [redacted] for that delivery. In addition, any late fees incurred on the account have been waived. After all credits are applied, [redacted] outstanding balance will be [redacted]
After reviewing the complaint We scheduled a technician to go out to the location. The technician found that the chimney liner was not installed and a new chimney liner will be installed November 20th free of charge.
Complaint: [redacted]
Date Sent: 2/18/2016 8:32:53 PM Complaint: [redacted] I am rejecting this response because: There was no contract therefore no termination fee! This is the company's second mistake. The first delivery without permission they apologized and we settled for $2/per gal. I am being generous to offer payment, since I did not authorized this delivery. I will pay only $1/per gal!If I did not contact Revdex.com they would still be delivering without my permission, despite multiple calls to them requesting to stop delivery. Sincerely, [redacted]
Sincerely,
Karen Mcgowan-cottle
In response to the Customer’s complaint, we have reviewed the account and determined that a refund of the $172.00 Early Termination Fee will be processed.
I will start out by saying that yes we did overfill the oil tank which, could be a lack of attention by our driver or a situation with the vent alarm used to tell the driver when he needs to stop filling the tank. I would assure you that we would not be filling the tank again without having this...
checked out first to assure this doesn't happen again. I will also like to comment on the statements in the order they were stated in the complaint. We came to clean up the overfill at the [redacted] home and one gallon of oil was removed from the tank to assure it wouldn't continue to come out. That was the one gallon credit as no one ever called this office to talk about damaged toys, sports equipment or anything else. Our tech removed and cleaned some things at the time of his visit and left word that we would come back in a week or so to finish cleaning up so if the are damages beyond the scope of what has been presented a call to the delivery manager Yvette R[redacted] would of been appropriate. As far as the other service calls in March, yes a delivery was made on March 17th and yes a service call was placed for March 25th, eight days later. Yes we came out and checked out the unit unfortunately we had to come back on March 31st and fixed the problem as some times it takes more than one trip when the problem isn't a constant. Both calls were placed by the customer, which we still have records of and I am a little confused, as, if the call was placed and we went out and the house was open with other workers working there and we fixed the problem I am not sure what was wrong. As far as the cost [redacted] is quite aware that the services provided at his residence were well in excess of $900 and that we sold him a service contract and covered all the repairs under the contract saving him at least half of the expense. Also the "its not my fault " attitude, statement, I am not sure what is meant. I am not sure how a mechanical item breaking is any ones fault unless intentionally broken, which, I am sure is not the case. As far as our CSR's being rude I can assure you that that will never be the case as I have listened to the calls and that was not the case. Reaching the desired settlement, I will be glad to release [redacted] from his contract with us but that will involve one of two things happening there will be no refund for the existing service contract or we can refund it and bill out the work already performed which would more than double his liability. I am always willing to work with any and all customers and meet them at least half way or better if they want to be reasonable if we are truly at fault but we all need to be on the same page. I also have no idea where calls are being placed but our phone number here is ###-###-#### and any number of managers would be glad to speak to [redacted] if he is uncomfortable speaking to customer service. I personally called the supplied daytime number today but it went to voicemail. I do understand that an overfill can be a uncomfortable situation but we are willing to work with him if he called.
Our response to Mr. [redacted]'s rejection is below We regret that Mr. [redacted] has rejected our response to his complaint but our position and explanation remains the same. [redacted] has and will honor the Cap Price Agreement. An executed copy of that agreement is attached. The fifth sentence down under the Capped Price Program states "If our prevailing retail price for home heating oil drops below the Capped Price during the price period then you will pay our prevailing price for home heating oil. If our prevailing price drops below the $2.499, then Mr. [redacted] will get a lower price. If the price goes higher, he pays no more than the $2.499. The cancellation language should the customer want to cancel the contract is covered in section 10 on page two.
In the customers rejection he restates his allegations and rejects my response. I had stated that If I missed any e mail correspondence that I would credit off the $433.64 owed for the last delivery .I had credited $98.60 to address his price differential so the new balance owed is $335.04. I also offered to call his company on his behalf and seek a refund for him of his pre purchase payment. I have not received any new e mail correspondence nor a phone number to call to seek a refund on his behalf. I have no new information so our response is the same as the initial response. It is unfortunate that we have not been able to resolve this issue yet. He acknowledges calling on the day of the last delivery which is when we then took him off automatic delivery. We have no record of telling the customer that we would pump out the oil but we do understand that suck was his request. If the customer would send any documentation of his e mail to stopped delivery as well as his current suppliers phone number we will attempt to get this resolved to his satisfaction.
In response to the Customer’s additional questions: the termination fee has been removed and the account is not in collections. The service contract was used by the Customer for 2 separate service calls and the annual maintenance on the heating unit was performed at no cost. The service plan will remain cancelled as is.
[redacted] Thank you for taking the time to write about your missed delivery. Please know, we make every attempt to meet our commitments to our customers, and are very sorry that didn't happen in this case. With that being said, when our Service Technician did arrive at your...
house he determined you did not have heat or hot water due to a broken igniter. He replaced the part and did not add oil, feeling you had enough oil in the tank until you received the 100 gallons you requested. We have since made the requested 100 gallon delivery.I have credited your account the diagnostic fee, which is $99.00 and have also credited another $25.00, for the missed delivery, totaling $124.00. The igniter charge is $205.00 for the part and is a correct charge, so that will remain on your account. Again, we apologize for this inconvenience. Please let me know if I can be of any further assistance. Thank you!Regards,[redacted]Customer Service ManagerOil Express
The account is terminated per request and the customer was offered a budget payment of $185.29/month until balance owed is paid in full. The pricing contract states the customer is responsible for cancelling automatic delivery if additional deliveries are not desired. The Customer is responsible for payment of balance.
In response to the rejection, the Early Termination Fee will be lowered by 50% to $100.00.
Mr. [redacted] in that each and every call is recorded and logged by our customer service group and there are no logs or recordings of your calls I don't understand where your calls went. Additionally I see that you are very aware of the cancellation process as you have done it with us in the past and...
it would appear that you are quite aware of how to switch company's yearly to receive new customer pricing and benefits which is understandable. As far as sending you out instructions on how to cancel your account I can assure you that we have never and will never do that because it is a simple process where emailing us or dropping us a letter to that fact is all that is necessary. Not a very in involved process and not our rule but the states. I am willing to work with you and reduce your price to $2.199 and rebill this delivery but we will not sell you the oil at a COD rate or a first delivery introductory rate even though you feel you should get it for nothing. Please let us know how you want to proceed with this and I will consider your complaint as your correspondence to terminate your account. Len S[redacted]