Dear Mr. [redacted],
I am sorry that you are experiencing issues with our company. I can promise you that "scamming" customers has NEVER been a practice at Santa and never will be. We have been serving the local community for over 75-years because we provide comfort our customers can...
count on through exceptional oil delivery and timely service.
I am not here to debate your version of the events vs. my technicians version of the events, that debate would bear no results. While I feel that Santa should be entitled to some compensation for the work that we performed as it was work not covered by a service agreement, I am going to do as you have requested and remove the charge from your account.You are under no contract with Santa, you are free to take your business to which ever company you would like to use. At this point I believe that it is probably best that we do not continue to do business together. There is a level of distrust on both sides that should not exist. I will close your account effective today. If you have any issues with this or would like to discuss the service call or my decision to close your account I would be happy to speak to you at any time. I can be reached at ###-###-####.
Sincerely,
Peter R[redacted]
Complaint: [redacted]
I am rejecting this response because:I find it quite evident the d attitude of Mr R[redacted]. There is acknowlegdement I cancelled my contract with Santa fuel on July 7, 2015. It is pure semantics, I cancelled ALL further oil deliveries and service contract at that time. I Switched to another oil company. As I related in my previous correspondence, There is a paradign shift away from TRUTH and Responsibility that is seen all too common. The [redacted] Corporation can be cited as an example. I suggest Mr R[redacted] carefully review the facts. His company Poached my oil tank and delivered oil to a NON customer. The oil fill pipe was clearly labeled with another oil company identification... Santa oil WILLFULLY chose to ignore that evidence. I believe in doing the Right thing, this is a lesson one should take to heart. Honesty and doing the right should be the standard. not something to be practiced if it is self serving. Business have become adept at spinning Untruths. If you change a critical fact everything that follows suits your needs, but does not coincide with reality. Review the absolute facts, the conclusion becomes crystal clear and irrefutable.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The purpose of my complaint is to inform the Revdex.com as well as other consumers that Santa Fuel lacks goodbusiness ethics. Again, as stated in my initial complaint, 1) Santa Fuel cancelled my paid service contract before renewal date unbeknown to me & had I not called for my annual cleaning I wouldn't of known. 2) Santa fuel chose not to renew my annual contract, again unbeknown to me had I not called for my annual cleaning and was informed at that point. 3) I called for a service issue after cleaning was performed and it took 2 days to get a response from Santa Fuel potentially leaving me without heat for 2 days. 4) Mr. Russell's initial response states Santa fuel chose not to renew contract then next sentence states I could renew contract if I go on automatic delivery which is a contradicting statement. 5) Mr. Russell states my last delivery was December 1,2015 which is correct. I do not burn a lot of oil and this past winter was very mild which led to me burning a lot less oil for the year. I feel any consumer should be notified and given the option to remain a customer and not just cancelled and not be advised. Had I been given the option to continue with a contract by switching to automatic delivery I would have elected to do so as the technician who has performed my annual cleaning for years now is a very good. The handling of my account was in poor practice and therefore I wouldn't want to remain with a company who treats their customers like this.
Sincerely,
[redacted]
Question I have for [redacted] is does she currently have heat today? If she does not have heat I would be happy to send a service person to her home to help her restore her heat. If she currently has heat, I am not sure what the issue is. Santa has the right to not renew [redacted]'s service...
agreement with Santa, and have chosen to do so. That is not to say that we will not service [redacted] if she requires service, we would be happy to provide her service on a time and material basis. Should [redacted] like to have a service agreement with Santa, we would be happy to provide her that service as well but [redacted] would be required to be on automatic delivery for us to provide her with a service agreement. As [redacted] is well aware from her past experience as a Santa employee an unit can go off on reset for a number of reasons. I find it difficult to see how [redacted] can say the reason she needs to press her reset button is due to the tune-up performed on her unit, I would assume that [redacted] has turned her heat on since the tune-up was performed and that the unit has provided her with heat. If this is true than the unit was working when the technician left her home and that any issue that she is currently having needs attention, but it is an issue that did not exist when the tune-up was performed. Again, if [redacted] has had no heat since the date of her tune-up I want to know about this an I will send a technician, but if she has had heat and the issue has developed after the time of our service, we would certainly help [redacted] on a time and material basis, but that issue is not related to our tune-up.
Mr. Cooper,
This is the first I have heard of your issues and I am very sorry that you have had such an experience with us. This is certainly not the way I want us to treat a customer. I have looked into your refund check and it left our building on June 3rd; I would assume that you...
should recieve it with your mail today or tomorrow at the latest. I would like to know right away if that is not the case. I can be reached on my cell ###-###-#### at any time.
I can make a lot of excuses for why this may have happened or that may have happened but bottom-line we did not serve you the way we needed to serve you. Again, I apologize to you for that. I have made sure that any finance charges applied your account have been removed. To add to these difficulties, I see that we delivered oil to you home again yesterday. I am sure that added to your frustration with us. As a token of our understanding of the trouble we have had with you I would like to discount that delivery $100.00. I will apply that credit and mail you a statement early next week showing you your new balance.
Please let me know if you would like me to keep your account on automatic delivery or if you would like me to close your account.
Please feel free to contact me if I have not addressed all your issues.
Sincerely,
Peter Russell
Complaint: [redacted]
I am rejecting this response because:As my initial complaint stated, Santa Fuel cancelled my contract before renewal date unbeknown to me. Had I not called for my annual cleaning I wouldn't of known they did this. Also, as I stated Donna T[redacted] informed me during the scheduling of my cleaning they would reinstate for the cleaning but would not renew come September 1st,2016. I did not have a need for heat until October 27 when the issue with hitting the reset button began, which was 2 months after cleaning was done. As my contract was paid for until September 1,2016 it should not of been just cancelled without notifying me and I should of been giving the option to renew contract as well by going to automatic delivery which I was not given either. First, Mr. R[redacted] states in his response that Santa Fuel has the right to not give or renew a contract but then also states in his response that they would renew contract if I changed to automatic delivery. Very contradicting response.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10079176, and find that this resolution is satisfactory to me.
It is unfortunate that it takes me to escalate matters to this extreme for Santa Energy to work with me (I always asked [redacted] at Santa for a manager/director's name but was never able to get one) but I guess that is just how it works.
Thanks again Revdex.com for your help!!
Sincerely,
Michael Cooper
Dear Mr. [redacted],I am sorry that you are experiencing issues with our company. I can promise you that "scamming" customers has NEVER been a practice at Santa and never will be. We have been serving the local community for over 75-years because we provide comfort our customers can count on through...
exceptional oil delivery and timely service.I am not here to debate your version of the events vs. my technicians version of the events, that debate would bear no results. While I feel that Santa should be entitled to some compensation for the work that we performed as it was work not covered by a service agreement, I am going to do as you have requested and remove the charge from your account.You are under no contract with Santa, you are free to take your business to which ever company you would like to use. At this point I believe that it is probably best that we do not continue to do business together. There is a level of distrust on both sides that should not exist. I will close your account effective today. If you have any issues with this or would like to discuss the service call or my decision to close your account I would be happy to speak to you at any time. I can be reached at ###-###-####.Sincerely,Peter R[redacted]
Complaint: [redacted]
I am rejecting this response because:The...
standards of truth, and responsibily have been decimated. Business, Government, have abandoned the individual except as a source for further profit. The reality is I terminated my relationship with Santa months ago. The fill pipe had another companies labeled to prevent such an occurance. This delivery was POACHING an unexpecting individual and profiting from it! A erroneous delivery was made ,I'm the fool as I paid an amount that Santa still makes a profit given the largasse of their purchasing power. I tried to do the right thing by making a payment. This is a paultry sum of 33 gallons. This is all preventable given the fact that the contact with Santa ends on June 30 2015 as indicated in the original acceptance of said contract. Santa violated that contract by making a fuel delivery without informing said recipient. It is a sad commentery when reputable companies change their standards and join the descent of quality standards , resulting in loss of Truth and Responsibility .Disappointed again
[redacted]
Mr. [redacted] and I spoke on Friday and worked this issue out. I believe that we are both pleased with the outcome. I would be happy to continue to address this issue if Mr. [redacted] still has an issue with us.Sincerely,Peter R[redacted]
Dear Mr. [redacted],
I am sorry that you are experiencing issues with our company. I can promise you that "scamming" customers has NEVER been a practice at Santa and never will be. We have been serving the local community for over 75-years because we provide comfort our customers can...
count on through exceptional oil delivery and timely service.
I am not here to debate your version of the events vs. my technicians version of the events, that debate would bear no results. While I feel that Santa should be entitled to some compensation for the work that we performed as it was work not covered by a service agreement, I am going to do as you have requested and remove the charge from your account.You are under no contract with Santa, you are free to take your business to which ever company you would like to use. At this point I believe that it is probably best that we do not continue to do business together. There is a level of distrust on both sides that should not exist. I will close your account effective today. If you have any issues with this or would like to discuss the service call or my decision to close your account I would be happy to speak to you at any time. I can be reached at ###-###-####.
Sincerely,
Peter R[redacted]
Complaint: [redacted]
I am rejecting this response because:I find it quite evident the d attitude of Mr R[redacted]. There is acknowlegdement I cancelled my contract with Santa fuel on July 7, 2015. It is pure semantics, I cancelled ALL further oil deliveries and service contract at that time. I Switched to another oil company. As I related in my previous correspondence, There is a paradign shift away from TRUTH and Responsibility that is seen all too common. The [redacted] Corporation can be cited as an example. I suggest Mr R[redacted] carefully review the facts. His company Poached my oil tank and delivered oil to a NON customer. The oil fill pipe was clearly labeled with another oil company identification... Santa oil WILLFULLY chose to ignore that evidence. I believe in doing the Right thing, this is a lesson one should take to heart. Honesty and doing the right should be the standard. not something to be practiced if it is self serving. Business have become adept at spinning Untruths. If you change a critical fact everything that follows suits your needs, but does not coincide with reality. Review the absolute facts, the conclusion becomes crystal clear and irrefutable.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The purpose of my complaint is to inform the Revdex.com as well as other consumers that Santa Fuel lacks goodbusiness ethics. Again, as stated in my initial complaint, 1) Santa Fuel cancelled my paid service contract before renewal date unbeknown to me & had I not called for my annual cleaning I wouldn't of known. 2) Santa fuel chose not to renew my annual contract, again unbeknown to me had I not called for my annual cleaning and was informed at that point. 3) I called for a service issue after cleaning was performed and it took 2 days to get a response from Santa Fuel potentially leaving me without heat for 2 days. 4) Mr. Russell's initial response states Santa fuel chose not to renew contract then next sentence states I could renew contract if I go on automatic delivery which is a contradicting statement. 5) Mr. Russell states my last delivery was December 1,2015 which is correct. I do not burn a lot of oil and this past winter was very mild which led to me burning a lot less oil for the year. I feel any consumer should be notified and given the option to remain a customer and not just cancelled and not be advised. Had I been given the option to continue with a contract by switching to automatic delivery I would have elected to do so as the technician who has performed my annual cleaning for years now is a very good. The handling of my account was in poor practice and therefore I wouldn't want to remain with a company who treats their customers like this.
Sincerely,
[redacted]
Question I have for [redacted] is does she currently have heat today? If she does not have heat I would be happy to send a service person to her home to help her restore her heat. If she currently has heat, I am not sure what the issue is. Santa has the right to not renew [redacted]'s service...
agreement with Santa, and have chosen to do so. That is not to say that we will not service [redacted] if she requires service, we would be happy to provide her service on a time and material basis. Should [redacted] like to have a service agreement with Santa, we would be happy to provide her that service as well but [redacted] would be required to be on automatic delivery for us to provide her with a service agreement. As [redacted] is well aware from her past experience as a Santa employee an unit can go off on reset for a number of reasons. I find it difficult to see how [redacted] can say the reason she needs to press her reset button is due to the tune-up performed on her unit, I would assume that [redacted] has turned her heat on since the tune-up was performed and that the unit has provided her with heat. If this is true than the unit was working when the technician left her home and that any issue that she is currently having needs attention, but it is an issue that did not exist when the tune-up was performed. Again, if [redacted] has had no heat since the date of her tune-up I want to know about this an I will send a technician, but if she has had heat and the issue has developed after the time of our service, we would certainly help [redacted] on a time and material basis, but that issue is not related to our tune-up.
Mr. Cooper,
This is the first I have heard of your issues and I am very sorry that you have had such an experience with us. This is certainly not the way I want us to treat a customer. I have looked into your refund check and it left our building on June 3rd; I would assume that you...
should recieve it with your mail today or tomorrow at the latest. I would like to know right away if that is not the case. I can be reached on my cell ###-###-#### at any time.
I can make a lot of excuses for why this may have happened or that may have happened but bottom-line we did not serve you the way we needed to serve you. Again, I apologize to you for that. I have made sure that any finance charges applied your account have been removed. To add to these difficulties, I see that we delivered oil to you home again yesterday. I am sure that added to your frustration with us. As a token of our understanding of the trouble we have had with you I would like to discount that delivery $100.00. I will apply that credit and mail you a statement early next week showing you your new balance.
Please let me know if you would like me to keep your account on automatic delivery or if you would like me to close your account.
Please feel free to contact me if I have not addressed all your issues.
Sincerely,
Peter Russell
Complaint: [redacted]
I am rejecting this response because:As my initial complaint stated, Santa Fuel cancelled my contract before renewal date unbeknown to me. Had I not called for my annual cleaning I wouldn't of known they did this. Also, as I stated Donna T[redacted] informed me during the scheduling of my cleaning they would reinstate for the cleaning but would not renew come September 1st,2016. I did not have a need for heat until October 27 when the issue with hitting the reset button began, which was 2 months after cleaning was done. As my contract was paid for until September 1,2016 it should not of been just cancelled without notifying me and I should of been giving the option to renew contract as well by going to automatic delivery which I was not given either. First, Mr. R[redacted] states in his response that Santa Fuel has the right to not give or renew a contract but then also states in his response that they would renew contract if I changed to automatic delivery. Very contradicting response.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10079176, and find that this resolution is satisfactory to me.
It is unfortunate that it takes me to escalate matters to this extreme for Santa Energy to work with me (I always asked [redacted] at Santa for a manager/director's name but was never able to get one) but I guess that is just how it works.
Thanks again Revdex.com for your help!!
Sincerely,
Michael Cooper
Dear Mr. [redacted],I am sorry that you are experiencing issues with our company. I can promise you that "scamming" customers has NEVER been a practice at Santa and never will be. We have been serving the local community for over 75-years because we provide comfort our customers can count on through...
exceptional oil delivery and timely service.I am not here to debate your version of the events vs. my technicians version of the events, that debate would bear no results. While I feel that Santa should be entitled to some compensation for the work that we performed as it was work not covered by a service agreement, I am going to do as you have requested and remove the charge from your account.You are under no contract with Santa, you are free to take your business to which ever company you would like to use. At this point I believe that it is probably best that we do not continue to do business together. There is a level of distrust on both sides that should not exist. I will close your account effective today. If you have any issues with this or would like to discuss the service call or my decision to close your account I would be happy to speak to you at any time. I can be reached at ###-###-####.Sincerely,Peter R[redacted]
Complaint: [redacted]
I am rejecting this response because:The...
standards of truth, and responsibily have been decimated. Business, Government, have abandoned the individual except as a source for further profit. The reality is I terminated my relationship with Santa months ago. The fill pipe had another companies labeled to prevent such an occurance. This delivery was POACHING an unexpecting individual and profiting from it! A erroneous delivery was made ,I'm the fool as I paid an amount that Santa still makes a profit given the largasse of their purchasing power. I tried to do the right thing by making a payment. This is a paultry sum of 33 gallons. This is all preventable given the fact that the contact with Santa ends on June 30 2015 as indicated in the original acceptance of said contract. Santa violated that contract by making a fuel delivery without informing said recipient. It is a sad commentery when reputable companies change their standards and join the descent of quality standards , resulting in loss of Truth and Responsibility .Disappointed again
[redacted]
Mr. [redacted] and I spoke on Friday and worked this issue out. I believe that we are both pleased with the outcome. I would be happy to continue to address this issue if Mr. [redacted] still has an issue with us.Sincerely,Peter R[redacted]