[A default letter is provided here which indicates your acceptance of the business's response. If you wish,
you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
Your response is unfortunate but expectedWhile no one can be certain where the water,ice or snow entered the heating oil system it seems like far more than just a coincidence that it happened the day after your delivery and no time prior in eleven yearsI have never asked for compensation for this as unfortunate things happen from time to time beyond anyone's control. Policy or not it stuns me that over a minimal dispute you are willing to lose my long standing business and that of my friends and familyThis may seem insignificant to you as you will continue to make great profits as does any large company that has a product that the consumer needs to purchase whether they like it or not. It certainly was not any fault of my own that it took two weeks for you to deliver and in that time you jacked up prices on oil that you very likely already owned. So as for my family, friends and I we will search out a local company that has compassion and respect for the very people that make their living possibleI will also be sure to warn anyone who would care for my advice of this situation.
Regards,
*** ***
RevDex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** *** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
The business states that our driveway was covered with ice at the time of the original delivery attemptIt was notIn fact, the reason that this complaint HAD TO BE MADE was because I forwarded pictures to the business TAKEN ON THE DAY THE COMPLAINT WAS MADEThe first picture, WAS CLEARLY DESCRIBED TO THE BUSINESS AS AN EXAMPLE ONLY of where the ONLY CAR in the driveway was located ON THE DAY THEIR DRIVER REFUSED TO EVEN TRY TO MAKE A DELIVERYThe second picture was a close up picture of our driveway showing that IF THEY DECIDED TO COME THE DAY THE COMPLAINT WAS BEING MADE that I had taken multiple hours off of work to add ADDITIONAL SAND AND SALT to the driveway because we had received freezing rain ON THE MORNING OF THE COMPLAINT (not the day their company refused to ATTEMPT delivery) and I wanted to SHOW MY SOLIDARITY to ensure the safety of ALL PARTIES involvedAfter the company received the pictures, they ignored my messages and called our landlord and very rudely told her that they were totally refusing to make a delivery because the driveway was originally covered in ice, which it was notThe company’s representatives simply used the information provided to them in order to defend a driver and a regional manager who NEVER ATTEMTPTED to due their job or make the issue right by amicably trying to resolve my complaint. Furthermore, when I initially called the company on the morning OF THE DAY THIS COMPLAINT WAS MADE, I also verified with their representative the following: 1) The driver has ft of hose on his truck 2) The driver is not required by company policy to pull all the way into my driveway to effect delivery of the product 3) a measurement made of driveway proved beyond any doubt that the driver could have backed into THE BOTTOM of my driveway (where no ice is EVER PRESENT SINCE IT IS MAINTAINED DAILY WITH SALT AND SAND BY OUR TOWN) and stretched his hose to the delivery port to make his delivery 4) If the driver had opted NOT to use the bottom of the driveway to park his truck ( which the shape and topography of the road causes him to have to use in order to turn his truck around to leave our residence anyway) he could have pulled past the driveway and still stretched his hose to the delivery port via our yard, WITH HOSE TO SPARE. In addition, I am adding to my original complaint submitted to both the company and the Revdex.com that I have continued to do my due diligence and have confirmed with the local office that currently, this driver is one of ONLY drivers to be driving for the company out of the *** *** locationIn addition to his lackadaisical attitude toward his job, he was fired from *** *** and heating some time ago after exhibiting wreckless driving behaviorsIn addition, this driver was involved in a highway accident some time later while driving a commercial vehicle in central Vermont and caused the overturning of another commercial vehicle as well involving many smaller vehicles ; he was later hired by C.N BrownFinally, I observed this driver exhibiting similar behaviors on the road today in Lyndonville, VT while I was re-fueling my vehicle at the Irving gas station on the corner of *** *** ** and *** ***At that time, I witnessed the driver cut into traffic of this intersection and observed his rear wheels spinning out as he quickly cut off cars while trying to speed over the rail tracksThese actions almost causeD a multi-car collision in a busy intersection in front of our local grocery store, The *** *** and likely, an environmental hazard that would have elicited the response of local fire departments and a regional HazMat team as well as both the State and local police. All of the above information shows a company that 1) does not care about its customers 2) has no regard for civil rules of society 3) no regard for hiring drivers that exhibit safety on the road 4) no regard for the safety and well being of others 5) no regard for hiring employees who know how to exhibit and value customer service 6) does not hire employees who are skilled in the art of listening or paying attention to people when they are trying to speak to them. After researching the amount of complaints lodged against this company in their home state alone, it is a wonder that they are even allowed to operate in the market of energy deliveryIt is my assumption that the ONLY reason they have made it this long is due to the lack of regulation regarding this market in Northern New EnglandWere they operating anywhere else in the heavily populated north-east, severe fines and penalties would surely have already been assessed.
Regards,
*** ***
To whom it may concern: The delivery was made to Mrs [redacted] home today December 20th 2017.Unfortunately deliveries may become delayed during extended cold periods or in this case it appears that the order was not completed inadvertently. Our apologies for the delay.[redacted]...
Good Morning, After reconciling the account for Mr. [redacted] he has a zero account balance. Thank you [redacted] Marketing Manager C.N. Brown Company ###-###-####
We apologize for the miss-drop of the fuel. The delivery has been removed from your account and you now have a zero balance. Again we apologize for the way this issue was handled and the lack of communication on our part. Should you have any other concerns please contact us.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Regards,
[redacted]
I never once said that there was definitely water in the delivery. I do however find the timing of the delivery vs. the incident quite suspicious. I also find it a bit insulting that after a good five years of doing business with your company without a single complaint that you would allege that I would fabricate this incident. What could I possibly gain from doing this? I don't know with certainty where the water came from but just as your truck does my fuel tank draws off the bottom. It would stand to reason that if I had preexisting water the two weeks before the delivery which were consistently in the negative temperature range would have froze many times over. How much oil was in the truck before the fill? Could there have been ice in the truck floating in the oil? Could some snow or ice been inadvertently introduced into the tank on fill up? Like I said in eleven years nothing like this has ever happened and once again I stand to gain nothing by making this up. I have receipts to prove the filter change on the date I said I remedied the situation. I have reliable witness who even observed the ice come out of the line. We are not talking gallons but enough to restrict the system. My biggest issue however is not the trouble with the furnace as it was the dishonest practice of changing the price and lack of communication after the fact even though I tried. I have tried the be reasonable and have not bad mouthed the company in person or on social media but can assure you that if you can't be reasonable this will be the last business you will see from me, my family and friends. I am not asking for anything unreasonable or excessive. I just want what's right, decent and ethical.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I disagree that I ever set up an account with CN Brown, but I accept that they will not pursue this any further. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Yes I fully understand the delays and this is why I submitted the original order 16 days prior the delivery date as your delivery slots get filled in quick. This was exactly the situation I was trying to dodge- running out of fuel and running in circles. I appreciate your delivery at 3.20 pm yesterday. However I have to mention as I forgot to do it in my complaint due to extreme frustration , that the employee name was [redacted] ( I hope I spell this correctly). She took my order but failed to enter it into the schedule and I am glad I called in to verify. Next time I would rather talk to [redacted] or [redacted]- those 2 ladies are awesome and always on top of things.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
We will be offering no further resolution to this as we believe we do not have any culpability. The source of the water in the fuel is unknown to us. CNB”s pricing policy has always been day of delivery.
[redacted]
[redacted] Account: [redacted] Delivery Date: 1/5/2018 Delivery Day: Friday After the driver loaded 1,760 gallons of #2 Heating Oil at 11:10 AM on the truck, he proceeded to deliver 694.4 gallons before he delivered to Mr. [redacted]’s home. Mr. [redacted]’s delivery...
was completed at 1:06 PM and was done 5th after the driver loaded. According to the D.E.S. approved tank monitoring system [redacted], the print out clearly shows that there is zero water in the tank in our Franklin Bulk Facility. According to scientific knowledge; one gallon of water 8.3454 pounds and one U.S. gallon of #2 Heating Oil weighs 6.00869123 pounds. Our delivery trucks pulls product from the bottom of the tank. If there was water in the delivery truck’s tank, the first delivery would have received the water after the driver loaded. The five deliveries prior to Mr. [redacted]’s delivery have not contacted our company to inform us of issues with their delivery and/or heating system(s), one of which happens to be the Heating Oil Location Manager. The investigation has concluded with finding there is zero water in the Franklin Bulk Facility, no other customers have called to allege water contamination and there has been no water contamination in the bulk plant for more then 30 days. In conclusion the investigation proves no issues were found with C.N Brown Company’s product. As for the price, it is CN Brown Company’s procedure to charge deliveries at the day of delivery price.
The customer claims that she never set up an account with us and never would .Contrary to the customers statement we have a customer set up sheet that contains information that would only be available to CNB if we had spoken directly with them. However instead of...
harming this customers credit over a the owed amount we will not pursue this any further. We continue to stand by our location employees .
I am currently researching the details of this complaint and am waiting on a statement from the delivery driver. I have several relevant documents regarding this incident and the particular location as well as instructions to heating oil drivers regarding ice covered driveway. When I have...
completed my investigation I will give a full response.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish,
you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
Your response is unfortunate but expectedWhile no one can be certain where the water,ice or snow entered the heating oil system it seems like far more than just a coincidence that it happened the day after your delivery and no time prior in eleven yearsI have never asked for compensation for this as unfortunate things happen from time to time beyond anyone's control. Policy or not it stuns me that over a minimal dispute you are willing to lose my long standing business and that of my friends and familyThis may seem insignificant to you as you will continue to make great profits as does any large company that has a product that the consumer needs to purchase whether they like it or not. It certainly was not any fault of my own that it took two weeks for you to deliver and in that time you jacked up prices on oil that you very likely already owned. So as for my family, friends and I we will search out a local company that has compassion and respect for the very people that make their living possibleI will also be sure to warn anyone who would care for my advice of this situation.
Regards,
*** ***
RevDex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** *** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
The business states that our driveway was covered with ice at the time of the original delivery attemptIt was notIn fact, the reason that this complaint HAD TO BE MADE was because I forwarded pictures to the business TAKEN ON THE DAY THE COMPLAINT WAS MADEThe first picture, WAS CLEARLY DESCRIBED TO THE BUSINESS AS AN EXAMPLE ONLY of where the ONLY CAR in the driveway was located ON THE DAY THEIR DRIVER REFUSED TO EVEN TRY TO MAKE A DELIVERYThe second picture was a close up picture of our driveway showing that IF THEY DECIDED TO COME THE DAY THE COMPLAINT WAS BEING MADE that I had taken multiple hours off of work to add ADDITIONAL SAND AND SALT to the driveway because we had received freezing rain ON THE MORNING OF THE COMPLAINT (not the day their company refused to ATTEMPT delivery) and I wanted to SHOW MY SOLIDARITY to ensure the safety of ALL PARTIES involvedAfter the company received the pictures, they ignored my messages and called our landlord and very rudely told her that they were totally refusing to make a delivery because the driveway was originally covered in ice, which it was notThe company’s representatives simply used the information provided to them in order to defend a driver and a regional manager who NEVER ATTEMTPTED to due their job or make the issue right by amicably trying to resolve my complaint. Furthermore, when I initially called the company on the morning OF THE DAY THIS COMPLAINT WAS MADE, I also verified with their representative the following: 1) The driver has ft of hose on his truck 2) The driver is not required by company policy to pull all the way into my driveway to effect delivery of the product 3) a measurement made of driveway proved beyond any doubt that the driver could have backed into THE BOTTOM of my driveway (where no ice is EVER PRESENT SINCE IT IS MAINTAINED DAILY WITH SALT AND SAND BY OUR TOWN) and stretched his hose to the delivery port to make his delivery 4) If the driver had opted NOT to use the bottom of the driveway to park his truck ( which the shape and topography of the road causes him to have to use in order to turn his truck around to leave our residence anyway) he could have pulled past the driveway and still stretched his hose to the delivery port via our yard, WITH HOSE TO SPARE. In addition, I am adding to my original complaint submitted to both the company and the Revdex.com that I have continued to do my due diligence and have confirmed with the local office that currently, this driver is one of ONLY drivers to be driving for the company out of the *** *** locationIn addition to his lackadaisical attitude toward his job, he was fired from *** *** and heating some time ago after exhibiting wreckless driving behaviorsIn addition, this driver was involved in a highway accident some time later while driving a commercial vehicle in central Vermont and caused the overturning of another commercial vehicle as well involving many smaller vehicles ; he was later hired by C.N BrownFinally, I observed this driver exhibiting similar behaviors on the road today in Lyndonville, VT while I was re-fueling my vehicle at the Irving gas station on the corner of *** *** ** and *** ***At that time, I witnessed the driver cut into traffic of this intersection and observed his rear wheels spinning out as he quickly cut off cars while trying to speed over the rail tracksThese actions almost causeD a multi-car collision in a busy intersection in front of our local grocery store, The *** *** and likely, an environmental hazard that would have elicited the response of local fire departments and a regional HazMat team as well as both the State and local police. All of the above information shows a company that 1) does not care about its customers 2) has no regard for civil rules of society 3) no regard for hiring drivers that exhibit safety on the road 4) no regard for the safety and well being of others 5) no regard for hiring employees who know how to exhibit and value customer service 6) does not hire employees who are skilled in the art of listening or paying attention to people when they are trying to speak to them. After researching the amount of complaints lodged against this company in their home state alone, it is a wonder that they are even allowed to operate in the market of energy deliveryIt is my assumption that the ONLY reason they have made it this long is due to the lack of regulation regarding this market in Northern New EnglandWere they operating anywhere else in the heavily populated north-east, severe fines and penalties would surely have already been assessed.
Regards,
*** ***
To whom it may concern: The delivery was made to Mrs [redacted] home today December 20th 2017.Unfortunately deliveries may become delayed during extended cold periods or in this case it appears that the order was not completed inadvertently. Our apologies for the delay.[redacted]...
[redacted] Retail Sales Manager CNB
Good Morning, After reconciling the account for Mr. [redacted] he has a zero account balance. Thank you [redacted] Marketing Manager C.N. Brown Company ###-###-####
We apologize for the miss-drop of the fuel. The delivery has been removed from your account and you now have a zero balance. Again we apologize for the way this issue was handled and the lack of communication on our part. Should you have any other concerns please contact us.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Regards,
[redacted]
I never once said that there was definitely water in the delivery. I do however find the timing of the delivery vs. the incident quite suspicious. I also find it a bit insulting that after a good five years of doing business with your company without a single complaint that you would allege that I would fabricate this incident. What could I possibly gain from doing this? I don't know with certainty where the water came from but just as your truck does my fuel tank draws off the bottom. It would stand to reason that if I had preexisting water the two weeks before the delivery which were consistently in the negative temperature range would have froze many times over. How much oil was in the truck before the fill? Could there have been ice in the truck floating in the oil? Could some snow or ice been inadvertently introduced into the tank on fill up? Like I said in eleven years nothing like this has ever happened and once again I stand to gain nothing by making this up. I have receipts to prove the filter change on the date I said I remedied the situation. I have reliable witness who even observed the ice come out of the line. We are not talking gallons but enough to restrict the system. My biggest issue however is not the trouble with the furnace as it was the dishonest practice of changing the price and lack of communication after the fact even though I tried. I have tried the be reasonable and have not bad mouthed the company in person or on social media but can assure you that if you can't be reasonable this will be the last business you will see from me, my family and friends. I am not asking for anything unreasonable or excessive. I just want what's right, decent and ethical.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I disagree that I ever set up an account with CN Brown, but I accept that they will not pursue this any further. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Yes I fully understand the delays and this is why I submitted the original order 16 days prior the delivery date as your delivery slots get filled in quick. This was exactly the situation I was trying to dodge- running out of fuel and running in circles. I appreciate your delivery at 3.20 pm yesterday. However I have to mention as I forgot to do it in my complaint due to extreme frustration , that the employee name was [redacted] ( I hope I spell this correctly). She took my order but failed to enter it into the schedule and I am glad I called in to verify. Next time I would rather talk to [redacted] or [redacted]- those 2 ladies are awesome and always on top of things.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
We will be offering no further resolution to this as we believe we do not have any culpability. The source of the water in the fuel is unknown to us. CNB”s pricing policy has always been day of delivery.
[redacted]
[redacted] Account: [redacted] Delivery Date: 1/5/2018 Delivery Day: Friday After the driver loaded 1,760 gallons of #2 Heating Oil at 11:10 AM on the truck, he proceeded to deliver 694.4 gallons before he delivered to Mr. [redacted]’s home. Mr. [redacted]’s delivery...
was completed at 1:06 PM and was done 5th after the driver loaded. According to the D.E.S. approved tank monitoring system [redacted], the print out clearly shows that there is zero water in the tank in our Franklin Bulk Facility. According to scientific knowledge; one gallon of water 8.3454 pounds and one U.S. gallon of #2 Heating Oil weighs 6.00869123 pounds. Our delivery trucks pulls product from the bottom of the tank. If there was water in the delivery truck’s tank, the first delivery would have received the water after the driver loaded. The five deliveries prior to Mr. [redacted]’s delivery have not contacted our company to inform us of issues with their delivery and/or heating system(s), one of which happens to be the Heating Oil Location Manager. The investigation has concluded with finding there is zero water in the Franklin Bulk Facility, no other customers have called to allege water contamination and there has been no water contamination in the bulk plant for more then 30 days. In conclusion the investigation proves no issues were found with C.N Brown Company’s product. As for the price, it is CN Brown Company’s procedure to charge deliveries at the day of delivery price.
The customer claims that she never set up an account with us and never would .Contrary to the customers statement we have a customer set up sheet that contains information that would only be available to CNB if we had spoken directly with them. However instead of...
harming this customers credit over a the owed amount we will not pursue this any further. We continue to stand by our location employees .
I am currently researching the details of this complaint and am waiting on a statement from the delivery driver. I have several relevant documents regarding this incident and the particular location as well as instructions to heating oil drivers regarding ice covered driveway. When I have...
completed my investigation I will give a full response.