Costa's Fuel Oil, Inc.

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].  
I do not accept this businesses response per se. This company refused to answer numerous emails from us as we attempted to find out if they completed the proper paperwork for both rebates as they repeatedly claimed they would do. To date we have not received a single rebate. The statement, “we told the [redacted]’s they could pay us the balance owed when they receive their rebates.” is a lie. Contrary to that statement - on a phone conversation with [redacted] upon receiving the initial incorrect billing - we were pressured to “finance” the balance with them. We were never told it was agreeable for us to pay the balance when the rebates arrived – just the opposite. Last and certainly not least, the term “YOUR PRICE” as it appears on the sales document has always indicated to me the price a customer is expected to pay for a service or product. On the scanned sales document submitted by this company, “$3415 - YOUR PRICE” is circled – and on the copy provided us, not only is it circled, but it is hi-lighted in yellow marker. THAT is the price we understood we were to pay; THAT is the price that we did indeed pay in full, $3415. This company’s inability to admit that a poor job was done in the sales presentation and vague explanation of rebates is at the crux of this problem. The subsequent lack of customer service, and our concerns being met with contempt has just served to make matters worse.  I was the President, COO of a company that I am sure dwarfed The Fuel Company in revenue, company personnel, and customer base. Misunderstandings, and/or disputes were dealt with quickly and with respect for our customer. A business that does the right thing from the start does not overly impress me, as that is what should occur – BUT, how a company deals with an after-the-sale problem, or an unhappy customer, tells much more about a company’s business ethics.
Regards,
[redacted]

1-Please see the contract that Ms [redacted] signed with us. As you can see, the contract price is $4340. On the following line, we show the customer their cost after all rebates. 2-On the Mass Clean Energy Center From, you will see that Ms [redacted] signed the form to authorize payment from rebates...

directly to herself. 3-This rebate application which we filled out and submitted on their behalf. 4-This is confirmation that the rebate form has been received by Mass CEC. The balance for which the [redacted]’ owe the Fuel Company is for the exact rebate of $925.00. We have been in contact on several occasions, we told the [redacted]’s they could pay us the balance owed when they receive their rebates. I’m still having some difficulty understanding what the issue is with this customer. If you have any further questions, please feel free to call me at [redacted]. Thank you