Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
I will try to attach HD call recorder app file showing last phone conversation not after delivery date on 18th like business stated but on the exact day of delivery where I was told that delivery manager would contact me to come pick up the mistakenly delivered oilThat's one correspondence missedSecond why don't you post the emails from early January cause I can dig them up if I have to! In addition to stating that I was billed a gallon for delivery in December when going rate was under I also stated I was done at end of my contract as a result and I would contact them if I wanted to renew or become a customer again! Funny how you interpret my email how you want to see it and don't share it!? So what happened to promise of delivery manager contracting me! You missed that also! How about you explain the a gallon rate you tried to charge me for December delivery, as I stated ,last year near the end of my contractThat is when I initiated conversation about being done with *** as well as on a phone conversation in early January as well! Just like in December *** will not admit they made a mistake no matter what but yet they corrected price back thenAnything this company can do to force their overpriced oil onto someone they will! I was not a customer of this company since end of contract and bottom line is if Christie, and Debbie do not do their job and report when a customer states he is done with company the company can not try to force oil into tank of someone who clearly does not want it or authorize it!
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11707735, and find that this resolution is satisfactory to me
Sincerely,
*** ***
We sincerely apologize for any inconvenience this incident has caused and will certainly assist in removing the credit inquiry. We can not however deliver oil to this tank as our inspection by two different employees resulted in a determination that the tank is in a condition that is not
suitable for us to deliver oil safely and without risk to the consumer and/or environment: In accordance with company policy and industry standards, The *** *xpress conducts a visual inspection of new customers’ tanks This inspection typically occurs at the time of the first scheduled deliveryWhether the customer reports that prior deliveries to the tank had been made one week or one year before The *** *xpress is engaged as the new fuel oil supplier makes no differenceIndeed, in most instances, The *** *xpress is unable to determine how much time may have elapsed since the last delivery, or why the former fuel oil supplier had stopped making deliveries. Tanks corrode over time and may otherwise suffer damage that makes them susceptible to leakingAn oil release from a leaking tank at a residential property may cause significant property loss and environmental damage, and may also impact the health and safety of the residents. For these critical reasons, if either a technician, a driver, or a dispatcher has a concern that a tank is at risk for leaking, oil will not be delivered to that tank. ***s regulations expressly provide that an oil tank owner “shall insure that all tanks and appurtenances including adapters, gaskets and caps are secure, operable and without excessive wear.” *** *** *** The customer may obtain services from another company, however we will not deliver oil until we have evidence that the tank being replaced
*** *** first terminated his account with us in the summer of due to price but was not obligated to pay an early termination fee because he was not signed up in any pricing contractHe chose to return as a customer of ours during the winter of 2016; again, profiting from our New Customer
PricesNow that the summer months are amongst us, he again chose to terminate his accountThe pricing contract, which he signed, clearly states that should an account be terminated prior to the end of the pricing period, you will be charged an early termination fee. *** *** requested a COD (Cash on Delivery) price of 2.099. DDLC Energy is not a COD company, we are a full service company. Since we would like to put this issue to rest, we agree to waive the early termination fee, totaling $
Complaint: ***
I am rejecting this response because:Date Sent: 2/19/10:57:AM Complaint: *** I am rejecting this response because:The service contract should NOT be terminated That is a month contract that I paid for in full back in August and is not set to expire until August If terminated then I should be credited for the remaining months not used I paid $for this service contract The service contract and the oil delivery contract are separate items Sincerely, *** ***
Sincerely,
*** ***
On January 20, 2017, T*** *** *** our office and spoke with a Customer Service Specialist who was able to assist her with this inquiry. This complaint has been resolved to the customers satisfaction
The installer returned for the 4th time on January **, and resolved the problem with the dishwasher installation. We apologize for any inconvenience.Elgot
Revdex.com:Thank you so much for your assistance, in the resolution of this situation! I had unsuccessfully tried to resolve this situation with them for this past yearAgain thank you*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Revdex.com
Complaint #***
Account #***
This Customer has been contacted by a Manager
and the issues stated in the complaint have been addressed. The account has been re-billed with correct
amounts and the service has been continued
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Sincerely,
***
We have agreed to honor the cleaning scheduled for June 29, 2018. We have reached out to the customer notifying him of the estimated time of arrival for our Technician
We regret that our customer is upset and has taken the position outlined in his complaintWe are an ethical company that has followed the direction that was stated in the Price Agreement with the customerAutomatic delivery is a method as opposed to the customer calling for oilCustomer can
purchase oil at our prevailing price or select a pricing arrangementThe pricing arrangement requires the customer to be on automatic delivery but clearly stated that at the expiration of the price agreement, the customer will remain on automatic delivery until they provide notice that they no longer want that delivery optionThe customer acknowledged being on automatic deliveryThe customer is switching to gas and did not need the oil hence they will have a financial cost when they convert to gas and remove their tank that is higher than it would have beenIn addition the customer does not fell that prior deliveries were priced and it appears that the comparison are to COD prices versus full service pricingThe customers agreement states that he will be given the lower of the cap price or our prevailing price and the customers pricing reflects that agreement. The customer's comment about market pricing is not what the prevailing price representsCOD oil directionally follow the market cost of oil while the prevailing price takes full service cost structure into accountWe do not make recommendations on when equipment will break downWe take efficiency reading and make visual inspectionsIf we see something wrong we advise the customerWhat happens in the future with equipment can not always be detected We understands the customers frustration with their expectationHad we know that they were going to convert to gas and wanted deliveries stopped we could have worked something out at that timeWe had a written agreement and we fulfilled that agreementWe will stop automatic delivery
Complaint: ***
Hi, Thank you for assisting in getting us a refund of the money we spent to receive the lowest possible prices We are fine with them returning that money to us as long as it's in the form of a check and not a credit with their company since we are no longer customers there Sincerely appreciate your help *** and *** ***
Sincerely,
*** ***
Please see the attached. We have sent over a copy of the customers pricing contract that they agreed to Cap Rate for automatic delivery and a copy of the 10-30-invoice in question. Mr*** states he was charged for delivery however he was billed his cap rate that dayOur
retail price on the day of delivery was but because they were protected under contract they received their cap rate of 2.699. He was billed the correct price. No adjustments will be made
Complaint: ***
I am rejecting this response because:I accept that my *** account will transition to a Service Only account; service contract to remain in effect until expiration in August, 2016. I take issue with the following: "The customer will not receive additional oil deliveries." I am fine with discontinuing deliveries by *** but I want to revert to using your affiliate, *** as I have done for years prior to entering into this contract with *** I attempted to place an order with *** this morning and it would not complete my order and stated that my account is locked.I was a long-time *** customer that transitioned to ***'s affiliate *** for the past several years before going back to *** in August to give it a second chance The fact that we are terminating our contract due to misunderstandings communicated between the *** salesman Walt and me should not prohibit me from continuing my business relationship with *** I want my *** account to be unlocked so I can place oil deliveries as needed through *** So if my *** account it reset and unlocked, my *** oil deliveries are stopped without the early cancellation penalty and my *** service plan contract remains in effect without reprisal until August 2016, then I would be happy to close this dispute.Sincerely, *** ***
Sincerely,
*** ***
Below is the response to the customers complaintI have copied in *** *** and want him to know that *** we will reach out to him to bring closure We regret any miss understanding that may have occurred hereThe customer's statement said "My contract with this company was over at the
end of last yearI made it very clear by e mail and phone that I would never do business with this company again" My review below does not indicate that this was done until after the 3/18/delivery .If I missed any e mail correspondence from *** ***, I apologize and will credit off the $owed on the last deliveryCustomer states that he could have gotten oil at cents a gallon lessI have placed a credit on the account for $98.60. The oil was delivered because by our degree days system indicated to us that it was due for a deliveryWe delivered gallons while a day prior he ordered gallonsSeems to be no disagreement that he was due for oil which answers the question of why did we deliveryPerhaps the customer did not understand that the expiration of the price agreement did not terminate the automatic deliveryIf he had told us, than the mistake is on us.Since the company that he pre paid $to delivery the gallons of oil can not deliver the oil as the tank is fullThey should refund his money as he will not need oil until much later next fallIf this is a problem, I would be happy to call that company and if I can not resolve that issue on the customer's behalf, I will provide no interest credit terms that are agreeable with the customerBackground: The customer had a Cap Price Agreement from 1/24/thru 1/31/A requirement of this agreement was that the customer remain on automatic deliveryThe Agreement also stated that upon expiration the customer would remain on automatic delivery until notice of cancellation was given of their desire to stop deliveries. We do not want to run customers out of oil especially in the winter time and run the risk of a home freezing upon over miscommunication This contract was not over last year as it did not expire until 1/31/The customer does not provide the date of those mails.Our records indicate and I have reviewed a string of e mail that started on 1/21/through several daysThose e mails were about price concerns, thinking of signing a new price agreement and questioning why he could not get a lower priceThere were no words, indication or comment about stopping automatic delivery.I have checked our internal log notes of conversations which were consistent with the e mails.We do not show any other correspondence with the customer until after the delivery on 3/18/
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
I will try to attach HD call recorder app file showing last phone conversation not after delivery date on 18th like business stated but on the exact day of delivery where I was told that delivery manager would contact me to come pick up the mistakenly delivered oilThat's one correspondence missedSecond why don't you post the emails from early January cause I can dig them up if I have to! In addition to stating that I was billed a gallon for delivery in December when going rate was under I also stated I was done at end of my contract as a result and I would contact them if I wanted to renew or become a customer again! Funny how you interpret my email how you want to see it and don't share it!? So what happened to promise of delivery manager contracting me! You missed that also! How about you explain the a gallon rate you tried to charge me for December delivery, as I stated ,last year near the end of my contractThat is when I initiated conversation about being done with *** as well as on a phone conversation in early January as well! Just like in December *** will not admit they made a mistake no matter what but yet they corrected price back thenAnything this company can do to force their overpriced oil onto someone they will! I was not a customer of this company since end of contract and bottom line is if Christie, and Debbie do not do their job and report when a customer states he is done with company the company can not try to force oil into tank of someone who clearly does not want it or authorize it!
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11707735, and find that this resolution is satisfactory to me
Sincerely,
*** ***
We sincerely apologize for any inconvenience this incident has caused and will certainly assist in removing the credit inquiry. We can not however deliver oil to this tank as our inspection by two different employees resulted in a determination that the tank is in a condition that is not
suitable for us to deliver oil safely and without risk to the consumer and/or environment: In accordance with company policy and industry standards, The *** *xpress conducts a visual inspection of new customers’ tanks This inspection typically occurs at the time of the first scheduled deliveryWhether the customer reports that prior deliveries to the tank had been made one week or one year before The *** *xpress is engaged as the new fuel oil supplier makes no differenceIndeed, in most instances, The *** *xpress is unable to determine how much time may have elapsed since the last delivery, or why the former fuel oil supplier had stopped making deliveries. Tanks corrode over time and may otherwise suffer damage that makes them susceptible to leakingAn oil release from a leaking tank at a residential property may cause significant property loss and environmental damage, and may also impact the health and safety of the residents. For these critical reasons, if either a technician, a driver, or a dispatcher has a concern that a tank is at risk for leaking, oil will not be delivered to that tank. ***s regulations expressly provide that an oil tank owner “shall insure that all tanks and appurtenances including adapters, gaskets and caps are secure, operable and without excessive wear.” *** *** *** The customer may obtain services from another company, however we will not deliver oil until we have evidence that the tank being replaced
*** *** first terminated his account with us in the summer of due to price but was not obligated to pay an early termination fee because he was not signed up in any pricing contractHe chose to return as a customer of ours during the winter of 2016; again, profiting from our New Customer
PricesNow that the summer months are amongst us, he again chose to terminate his accountThe pricing contract, which he signed, clearly states that should an account be terminated prior to the end of the pricing period, you will be charged an early termination fee. *** *** requested a COD (Cash on Delivery) price of 2.099. DDLC Energy is not a COD company, we are a full service company. Since we would like to put this issue to rest, we agree to waive the early termination fee, totaling $
Complaint: ***
I am rejecting this response because:Date Sent: 2/19/10:57:AM Complaint: *** I am rejecting this response because:The service contract should NOT be terminated That is a month contract that I paid for in full back in August and is not set to expire until August If terminated then I should be credited for the remaining months not used I paid $for this service contract The service contract and the oil delivery contract are separate items Sincerely, *** ***
Sincerely,
*** ***
In response to the Rejection, the account will be terminated without an early termination feeThe balance is owed and will be re-billed at $2.00/gal
On January 20, 2017, T*** *** *** our office and spoke with a Customer Service Specialist who was able to assist her with this inquiry. This complaint has been resolved to the customers satisfaction
The installer returned for the 4th time on January **, and resolved the problem with the dishwasher installation. We apologize for any inconvenience.Elgot
Revdex.com:Thank you so much for your assistance, in the resolution of this situation! I had unsuccessfully tried to resolve this situation with them for this past yearAgain thank you*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Revdex.com
Complaint #***
Account #***
This Customer has been contacted by a Manager
and the issues stated in the complaint have been addressed. The account has been re-billed with correct
amounts and the service has been continued
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Sincerely,
***
We have agreed to honor the cleaning scheduled for June 29, 2018. We have reached out to the customer notifying him of the estimated time of arrival for our Technician
We regret that our customer is upset and has taken the position outlined in his complaintWe are an ethical company that has followed the direction that was stated in the Price Agreement with the customerAutomatic delivery is a method as opposed to the customer calling for oilCustomer can
purchase oil at our prevailing price or select a pricing arrangementThe pricing arrangement requires the customer to be on automatic delivery but clearly stated that at the expiration of the price agreement, the customer will remain on automatic delivery until they provide notice that they no longer want that delivery optionThe customer acknowledged being on automatic deliveryThe customer is switching to gas and did not need the oil hence they will have a financial cost when they convert to gas and remove their tank that is higher than it would have beenIn addition the customer does not fell that prior deliveries were priced and it appears that the comparison are to COD prices versus full service pricingThe customers agreement states that he will be given the lower of the cap price or our prevailing price and the customers pricing reflects that agreement. The customer's comment about market pricing is not what the prevailing price representsCOD oil directionally follow the market cost of oil while the prevailing price takes full service cost structure into accountWe do not make recommendations on when equipment will break downWe take efficiency reading and make visual inspectionsIf we see something wrong we advise the customerWhat happens in the future with equipment can not always be detected We understands the customers frustration with their expectationHad we know that they were going to convert to gas and wanted deliveries stopped we could have worked something out at that timeWe had a written agreement and we fulfilled that agreementWe will stop automatic delivery
Complaint: ***
Hi, Thank you for assisting in getting us a refund of the money we spent to receive the lowest possible prices We are fine with them returning that money to us as long as it's in the form of a check and not a credit with their company since we are no longer customers there Sincerely appreciate your help *** and *** ***
Sincerely,
*** ***
Please see the attached. We have sent over a copy of the customers pricing contract that they agreed to Cap Rate for automatic delivery and a copy of the 10-30-invoice in question. Mr*** states he was charged for delivery however he was billed his cap rate that dayOur
retail price on the day of delivery was but because they were protected under contract they received their cap rate of 2.699. He was billed the correct price. No adjustments will be made
After reviewing this account, the balance will be credited and will have a $balance
Complaint: ***
I am rejecting this response because:I accept that my *** account will transition to a Service Only account; service contract to remain in effect until expiration in August, 2016. I take issue with the following: "The customer will not receive additional oil deliveries." I am fine with discontinuing deliveries by *** but I want to revert to using your affiliate, *** as I have done for years prior to entering into this contract with *** I attempted to place an order with *** this morning and it would not complete my order and stated that my account is locked.I was a long-time *** customer that transitioned to ***'s affiliate *** for the past several years before going back to *** in August to give it a second chance The fact that we are terminating our contract due to misunderstandings communicated between the *** salesman Walt and me should not prohibit me from continuing my business relationship with *** I want my *** account to be unlocked so I can place oil deliveries as needed through *** So if my *** account it reset and unlocked, my *** oil deliveries are stopped without the early cancellation penalty and my *** service plan contract remains in effect without reprisal until August 2016, then I would be happy to close this dispute.Sincerely, *** ***
Sincerely,
*** ***
Below is the response to the customers complaintI have copied in *** *** and want him to know that *** we will reach out to him to bring closure We regret any miss understanding that may have occurred hereThe customer's statement said "My contract with this company was over at the
end of last yearI made it very clear by e mail and phone that I would never do business with this company again" My review below does not indicate that this was done until after the 3/18/delivery .If I missed any e mail correspondence from *** ***, I apologize and will credit off the $owed on the last deliveryCustomer states that he could have gotten oil at cents a gallon lessI have placed a credit on the account for $98.60. The oil was delivered because by our degree days system indicated to us that it was due for a deliveryWe delivered gallons while a day prior he ordered gallonsSeems to be no disagreement that he was due for oil which answers the question of why did we deliveryPerhaps the customer did not understand that the expiration of the price agreement did not terminate the automatic deliveryIf he had told us, than the mistake is on us.Since the company that he pre paid $to delivery the gallons of oil can not deliver the oil as the tank is fullThey should refund his money as he will not need oil until much later next fallIf this is a problem, I would be happy to call that company and if I can not resolve that issue on the customer's behalf, I will provide no interest credit terms that are agreeable with the customerBackground: The customer had a Cap Price Agreement from 1/24/thru 1/31/A requirement of this agreement was that the customer remain on automatic deliveryThe Agreement also stated that upon expiration the customer would remain on automatic delivery until notice of cancellation was given of their desire to stop deliveries. We do not want to run customers out of oil especially in the winter time and run the risk of a home freezing upon over miscommunication This contract was not over last year as it did not expire until 1/31/The customer does not provide the date of those mails.Our records indicate and I have reviewed a string of e mail that started on 1/21/through several daysThose e mails were about price concerns, thinking of signing a new price agreement and questioning why he could not get a lower priceThere were no words, indication or comment about stopping automatic delivery.I have checked our internal log notes of conversations which were consistent with the e mails.We do not show any other correspondence with the customer until after the delivery on 3/18/