Approved Oil Co. of Brooklyn, Inc.

Review: I contacted Approved Oil in late October of 2012, at the suggestion of my Landlord ([redacted]), to request servicing of the boiler at [redacted] and provision of oil for heating. A monthly cost of $280 per month (based on previous bills at that address) was stated by the [redacted]. Free servicing was also offered as a new account was being opened. We never received a contract from Approved Oil. [redacted] confirmed in early November 2012 that we "would not pay more than $280" per month. [redacted] was made fully aware that we required oil to heat a 4-story townhouse. The first bill contained a request for payment for servicing of the boiler, counter to our agreement. This amount was subsequently refunded. This bill, and subsequent bills, stated a monthly "Budget" payment of $280. As Winter began in late 2012, we began using the boiler to heat the house under the assumption that "we would not pay more than $280 per month". The thermostat was set at a constant temperature of 65 Fahrenheit. We made regular monthly payments of $280 for 5 months, for which we received receipts in the post from Approved Oil. At no stage did we receive any other form of correspondence form Approved Oil. On the [redacted] of March I received a call from an Approved Oil agent claiming that "our payment plan wasn't working and that we would need to increase our monthly payments". I asked to speak to [redacted] for clarification, and was put through to [redacted]. I commented that it was very irresponsible Approved Oil to contact us only at the end of winter to indicate a problem with our usage, which we had been led to believe "would not be more than $280 per month". At no previous stage was I made aware that this product was not an "unlimited plan" product, such as a phone plan, but rather a "pay for what you use plan". If we had known this from the beginning of oil provision, we would have been much more careful to monitor our usage, which was in no way excessive. We believe it was Approved Oil's responsibility to alert us to a problem with our plan (which was set for a year's duration from November 2012 - October 2013) as soon as we exceeded the total years payments ($3360), but instead we received no notification until March when the balance was already well over $6000.

The following is a record of the phone conversation with [redacted] of Approved Oil on the 3/**/2013:

Phone conversation with [redacted] of Approved Oil, on 3/**/2012 at 5pm.

- I clearly outlined the fact that our agreement was for a $280/month plan.

- [redacted] agreed that he told us we would not pay more than that amount

- [redacted] accepted he made a mistake about the assessment of our usage based on previous usage by [redacted].

- I told him that we entered into this account in good faith under the assumption that our assessments were done properly and that Approved Oil would be professional in monitoring our usage.

- I commented that at the end of winter we are now made aware of this problem. There has been no previous corresponds from Approved oil to suggest a problem.

- [redacted] was aggressive in his stance that Approved Oil would "get it's money" one way or the other.

- [redacted] made no attempt to be apologetic during the conversation.

- I told him that our house thermostat had been set to 65 degrees Fahrenheit for the whole winter and that windows had not been left open.

- [redacted] insisted that I "didn't get it", and that he could not predict the severity of the winter, therefore implying that we simply had to accept the problem and pay up.

END

[redacted] and [redacted], in subsequent phone and email correspondence, were extremely aggressive in their stance that Approved Oil would "get its money" or that they would "send the debt collectors". As responsible, young consumers, mostly students and young professionals, the inhabitants of [redacted]nd St were very shocked and disappointed at this outcome, but felt pressured to "pay up". We have since paid all of our ridiculous $8502 balance, except for a final payment of $800, due by the end of October 2013. We are already receiving phone calls requesting this payment. Approved Oil exhibited disgusting business practice and consumer relations. Rather than accepting some responsibility and working towards a mutually agreeable outcome and offering some compensation for their mistake in the form of an account balance reduction, Approved Oil was rude, bossy and threatening in order to pressure us to quickly make massive payments to reduce our account, which was over $5000 more than we had expected to pay for winter heating. Their claims on their website that the company offers "Friendly, expert residential service from the best team in the business. Our managers and employees treat you like a person and don't stop until you're satisfied." and that they offer "Expert conservation advice and efficiency testing to help you save energy and reduce costs.", are simply laughable. I can't believe that this company managed to achieve Revdex.com status considering the way that we have been treated.Desired Settlement: First Priority: Reduction of our remaining account balance to $0.

Other requests: Possible reimbursement of a portion of the payments made thus far ($7702), an apology from the company for their incredibly poor conduct, assurance that the company will provide contracts to future clients that clearly explain the nature of their "budget plans", and no further correspondence from the company once this matter is resolved.

Business

Response:

The person who signed up with our company is [redacted]. He is just a tenant in the building located at [redacted] ,

the [redacted] is [redacted].

When the tenant signed up with our company, the usage of fuel oil that we based his agreement on was with the previous year’s usage of this building.

The building for the previous year had one tenant in it, but unknown to us, subsequently to our agreement, the remaining three apartments had been rented and now all four apartments are fully occupied.

On March **, 2013 at 1:20 in the afternoon we called [redacted] to inform him that the usage of the building is exceeding the agreement and his payments would not be sufficient for the period as agreed upon.

He became quite abusive towards my Customer Service Representative, and a letter was mailed to [redacted] stating the above facts.

We cannot control the amount of fuel oil used in the building, and all we are seeking is payment for the fuel oil delivered for their usage.

At this time there is a balance of $802.16 for fuel oil delivered and we are asking full payment no later than January **, 2014.

This may be divided into two equal payments of $401.08 and no interest or penalties will be added to the account.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Review: "CHEATED" "STOLE MONEY" and "ROBED"

I've been a customer of Approved Oil for over 10 years, when my husband died I took over the account (he was a patron since the early 1990’s). For many years I thought something must be wrong, I was paying up to $4,500 per year for oil and other folks I spoke to that owned single family homes in the area were paying much less than me. I couldn't prove any wrong doing; I turned the heat down to 68 and told my children to wear a sweater. When [redacted] came into my life, roughly two and one half years ago, he began to monitor the oil consumption. He can only account for the last 19 deliveries that he has been really keeping track and monitoring my gauge before and after each and every delivery. I am sure it was going on longer than that.

It wasn’t until Approved Oil had a service tech make a service call to verify if my gauge was accurate and/or working properly that I realized that I was quite justified as to what I had suspected all along. The Technician, [redacted], stated “your gauge seems to be working properly; you have around 70 gallons of oil in your tank right now which is 1/4 of the tank.” When we told [redacted] that we had, hours earlier, received a 100 gallon delivery he was very surprised, he said we had been shorted about 30 gallons of oil. With a 100 gallon fill, the gauge should have read 3/8 higher than 1/4.

[redacted], called [redacted] (which I had authorized) on 2-**-2014 and admitted guilt on a voice mail message he left on his phone. He offered us 100 gallons to make good for any discrepancy they may have had going back only the last 5 deliveries, but that he couldn't go much further back into his records because it was time consuming and he was comfortable with offering 100 gallons.

Then [redacted] countered that with an offer of our own because he know I’ve been cheated for too long to only settle for 100 gallons of oil. [redacted] of the company called [redacted] on 2-**-2014. Instead of trying to make things right with us, the customer for over 10 years, by making a reasonable offer he decides to give us an ultimatum, and make threats on what actions he will take against my property if I didn't respond with payment in 24 hours. He wants balance on the account paid in full. He then proceeded with saying that perhaps his oil rig made a delivery to a commercial site before delivering to me and where drivers are expected to blow the hose dry of oil. The meter starts counting at 1 gallon, the first 30 gallons remain in the hose. Delivering to me next would mean that I receive 30 gallons less on a delivery because the meter stops clocking at 100 gallons.. So I would really get 70 gallons and pay for 100 gallons-the hose remains with 30 gallons and they are not expected to blow there hoses at a residential site? Has this been going on all this time?Desired Settlement: I would like restitution for the past 19 deliveries at approximately 23 gallons per deliver @ $3.89.9 + tax per gallon a total: $1776.38 plus the service charge of $163.31 be expunged and as good faith a great discount on the remaining balance due total: $2000.00 for all the intimidation and threats made by management [redacted] all because they were in denial I was ever cheated and I was able to prove it finally. I am comfortable with accepting this settlement.

Depending on the amount delivered, I was cheated about 30 to 50 gallons per delivery. I am being reasonable and conservative with my request.

Business

Response:

Attn: Dispute Resolution Services

[redacted] handles complaints as they come in and regularly settles minor disputes. In a case such as this, where the customer is extremely upset we have a policy of making a small offering to appease them. In actuality, the difference in consumption in this case has to do with the severity of the winter and dramatic increases in the price of the product. Overwhelming to be sure but hardly wrong doing. Once the situation went to the Revdex.com, our analysts carefully examined past consumption and made comparisons factoring in weather and price.

Our conclusion is as expected. Colder weather and higher prices account for the cost differential. As far as the elaborate accusations contained in the report, it is our contention that they are entirely false. Please understand that during this period the account had become severely delinquent and whatever attempts [redacted] made to collect the past due balances were understandable. [redacted] is a diplomatic businessman with many years of experience. I hardly believe that he resorted threats and ultimatums.

Approved Oil Company has been in business since 1937. Our inventory is carefully monitored and our meters calibrated and checked on a regular basis. Our reputation for integrity is well known. I understand the stresses that financial hardship can cause, but these allegations are categorically false.

I have attached written reports outlining comparative weather conditions and pricing to illustrate our case.

[redacted]

Approved Oil

Thank You

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Though this case has been brought to Civil Court and a decision was made to reduce the debt owed to $1000, the judge explained that the outcome would have been different and in my favor had I known to subpeona the technician who validated the integrity of my oil gauge. When the technician came to my home he did not know why he was sent, just that he had to check to see if my gauge was working properly. I had gotten a delivery of 100 gallons THAT DAY! He checked my gauge and it was working fine, when he measured what was actually in my tank he innocently said, "you have about 70 gallons in there now". We then told him that we had just received a 100 gallon delivery and showed him the receipt, he was speechlees, knowing he just incriminated the company. Following this admission, the [redacted] contacted us, left a voicemail message explaining that the delivery before mine was commercial, that they require the hose be "blown out" or emptied as it was later explained. He stated that he researched as far back as 5 deliveries and did not have time to research further. He was comfortable offering us a 100 gallons for free. I was outraqged, enough is enough, my husband died in 2003, and I was their customer longer than that. How long were they shorting me? Why was I getting so many deliveries per month?

The judge explained I could have all the proof in the world, but without the validation of the technician or an engineer my proof wasn't solid. There are voicemails from this company admitting guilt but were inadmissable in the court room.

I am a single mom, my payments may have been late, but they were always paid, I have documentation proving this. This company "muscles" people, they take advantage of folks, it's not nice. I have since changed my delivery company to Petro and am very pleased with their service. There automated deliveries print out receipts, digitally, not hand written like Approved. I get 1 delivery per month of exactly the same amount I THOUGHT I was getting from Approved and I heve never once ran dry. Waking up in the cold is not a nice feeling, not after you made your payments.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: My compliant is in connection with Approved Oil’s claim that oil delivery was made on April [redacted]. This is a suspicious bill for $436.82 because I’ve had oil deliveries from Approved Oil since 2014. During this time, my scheduled deliveries have always been the [redacted] day or after, never before. I believe that Approved Oil failed to cancel my delivery and erroneously made the delivery and is forcing me to pay for their mistake.

Calls and email notices were given to Approved Oil on April [redacted] and April [redacted] with follow up email in April to close my account. They continue to collect this bill.

If they can provide proof that oil delivery was made on April [redacted], then I would consider this invoice valid.Desired Settlement: I would like Approved Oil to eliminate the bill for $436.82 for delivery error made by them.

Business

Response:

Attached is the history of the account is question, known as;

On 4/**.2015 a delivery of 163 gallons was made and a delivery

slip is attached which meter imprint shows the same amount of fuel delivered.

Looking over her history, we find this delivery to be well

within the usual quantities delivered to her and fine nothing out of the

ordinary with this delivery

Richard

F[redacted]

Project

Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The issues and concerns I have presented to Approved Oil were not addressed. Again, I reiterate that I had cancelled my automatic delivery of oil in time for Approved Oil to take actions based on my normal delivery date and the confirmation when I called in the cancellation.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

As previously stated, after reviewing the clients records, we feel that a delivery made on the first of the month (in this case April) and well within the scope of the premise requirements and our computer system that operates our automatic delivery schedules.The client is correct in her stating that the customer service representative said that her next delivery can be held off (stopped) prior the delivery. This was during her conversation of April [redacted]. The problem herein stems from a delay within our system from date of delivery to date of financial posting to the account.When she had called on April [redacted], the delivery (which she is not disputing as having been made) had already been completed, however, since not billed, it was showing “open” and the customer service representative had no way of knowing this at that time.

Review: Home was converted from oil to gas in March 2014. After receiving final bill from Approval for $1,274.81 I sent a letter in April with a check in the amount of $274.81 for partial payment on balance and a promissory letter to pay off balance as soon as possible. In May I sent another check in the amount of $350; so my balance is only $650 (both checks have been cashed by Approval and I have the copies from Citibank). I have received a email and letter stating my balance is $1,195.92 and if this amount is not paid by June **, 2014 I will be rebilled at a higher rate.Desired Settlement: Email or letter with correct balance so that I can make payment.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: They used to deliver oil to the house I live in. I had issue with there charges that were suspicious to me, I asked them to make the next delivery only after they confirm I am home to be there with the delivery guy. They made the next delivery without any notification and left me a high bill again. After talking to them back and forward about it got an agreement with the owner to pay a reduced amount and stop getting oil from them in the future I send them a check for the amount agreed. They are still sending me bills for the balance although the amount that was agreed was paid in full.

I would not pay a dollar from the original bill if I new they will act this way. I do not believe they supplied the amount of oil they say but want to put it behind me and find a legit oil provider that do not cheat.Desired Settlement: Honor the agreement they making and stop sending me this ridiculous balance

Business

Response:

As of September **, 2013 the client has a balance of zero with our company and no further contact to the client on this matter will be instituted by us.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,