Dart Fuel Oil Inc.

I am a customer of Dart Fuel & Oil By far, they are reliable And they seemed like nice people However, as of October ***, I wanted Dart to fine-tune my burner before the winter begins It is still operable Their tech personnel pulled open one portion of the pipe and told me that I will need a new burner Then he refused to attach back that pipe My burner is about years old, yet my unit still in satisfactory condition and works When he refuse to attach the pipe and leave me without hot water and heat, I called Dart's office and spoke with Trish Trish placed me on hold to speak with the tech She told me it was impossible due to Code I was not going to allow them to leave me without heat and hot water unless I purchase a new burner When I challenged their theory, Trish became irrate and extremely unprofessional over the phone She rudely spoke over me and I barely got a word in at times I asked to speak with another manager who had better managerial skills, level-headed and would speak with me respectfully She slammed the phone down in my ear The tech told me, the call may have gotten cut-off due to problems with *** When I dailed Dart again to ask to speak with another manager, Babara came on the phone condoning Trish's behavior Barbara informed me that she knew about the situation and INSTRUCTED Trish to hang up on me That comment startled me and that Barbara was just as unprofessional for instructing Trish to hang up on a customer If the situation was far more than Trish could handle, Barbara should have taken charge Barbara continued to defend Trish's rude behavior I searched Dart's website to locate the Owner, Tom R*** and called and the person I spoke with was his son He also said the same that they may have had problems with *** I informed him that Barbara said she instructed Trish to hang up on me He was surprised by Barbara's comment and express his apologies He apologized for the bad treatment I endured He said he would have his father, Tom, also the Owner, contact me later in the evening, Thurs, Oct *** After MrR***s son and I ended our call, I believe within mins, Barbara called, which I thought would have been an apology She demanded in a nasty tone, that I not contact the owner I called back and informed MrR***s son about the call from Barbara He said he told Barbara to call and tell me not to call them I asked him why couldn't he have told me? If I had a problem with the their office and got the number from their website, wouldn't they want to know how customers are being mistreated? Then he started using profanity (F-bomb), became belligerent and indignant over the phone and insisted I do not call their number I was taken aback Now I understand why Trish and Barbara felt they could speak and mistreat customers any way they could if the Owner's son possesses this sort of behavior I recommended this company around my neighborhood I would have chosen Dart to install a new burner, but with their disrespectful attitude and misconduct, I'm better off using another company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I did not recieve the oil deliveryAs I stated I knew I would need less than gallons to fill my tankThe gague never movedI believe the driver delivered the oil but not to my houseI hardly used oil this year that accounts for the 50% drop in oil usage not to mention last winter was brutally cold and I far exceeded my oil consumption last year so to compare a mild winter to an unusually cold winter doesn't make senseI have never had a problem with this company until nowThey are believing a brand new driver as they stated to me over a long standing customer that never had one issue until nowI did get my oil delivery but from another company
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***

On January **, 2014, our driver, [redacted], arrived at the home of the above customer. Our driver states that the homeowner watched him make the delivery and invited him inside while she got the payment for him....

She also gave him a $5.00 tip at that time.
He described the house, the fill and even the bungee cord holding the gate closed.
We have a metered paid ticket for this delivery.

On January **, 2016, [redacted] contacted us to say that she didn't believe she received her delivery of 100 gallons the prior day. 
She stated that her gauge did not move (indicating additional oil) and she didn't find a delivery receipt. 
We checked with our...

driver who stated that he did deliver 100 gallons of oil and that he left the receipt in her mailbox which was loose and wobbly, possibly causing loss of the receipt.  ([redacted] did agree during our conversation that her mailbox was wobbly, but did not agree that the receipt would get lost).
For additional assurance, we had him go to her house to confirm that he had gone to the correct house, which he did confirm from her site.
[redacted] did tell us there was no access to her tank for us to measure the oil, but we wanted to check everything out for ourselves and she was, of course correct, so we were unable to prove that the oil had been delivered.  I am attaching a copy of her delivery ticket.
We did some calculations on her usage, which do appear very low this year.
Prior to her January **, delivery, she had a delivery of 190 gallons on October *.  She did not contact us for another delivery until January **, when she ordered 100 gallons.  This represents a period of 110 days.
The previous year she purchased 100 gallons on 11/**/15, then 150 gallons on 12/**/15 (46 days later).  She purchased an additional 100 gallons on 2/**/15, 52 days later.  Last year she purchased 350 gallons in a 98 day period, as compared to this year's purchases of only 190 gallons in a 110 day period.  That amounts to a drop of approximately 50% in usage, more thatn accounts for the warmer season.
We can't account for what her tank read before our delivery or after,as that information is not part of our delivery process and never has been.  We are a COD company and deliver on request only.
I am sorry that [redacted], feels cheated, dispite our long term relationship, but every thing we looked into indicates to us that we did in fact deliver the 100 gallons as requested.
Sincerely,
Barbara M[redacted]

Review: On 1/**/2014 I scheduled for 25 gallons of fuel to be put into my oil tank. The office told me that they can have a tech out to my the next day because they were booked but cant provide a time. I accepted service for next day and waited proximately the entire day of 1/**/14. The tech finally arrived at my location between the hours of 6 pm - 7 pm. That was around the time my older son said to me " mom oil truck is here" he came to the kitchen to let me know so I went to the front and open the door and by that time I saw tech rolling up fuel hose and I said to my son " wow that was quick". While he was rolling up hose I went to get the money to pay him which was 121.75 in cash, fee for oil was 116.57. About an hour and a haft I went to [redacted] out some dishes and realized that there wasn't any hot water coming from the faucet, so I ask my son to c if there was any light indicating anything to do with boiler. He checked and told me the light on boiler is on that indicate there is no fuel. I called my husband right away, while he was on his way home for work and asked him if there was something I needed to do, he said that shouldn't be the case and ask if I'm sure they put oil. Well after he ask me that I called my son and ask him to check the backyard to see if he saw the guy's footprint in the backyard surprisingly there wasn't any of the tech footprints or his hose for that matter. We traced his footprints and hose from the driveway of our house to the front part of our fence and that's where it stopped. Told my husband about it and by that time he arrived home he began taking pictures on driveway, front of house, back of house and oil tank gage, while at the same time I truer calling company but office had already close and left two message regarding the incident. Finally night service tech called back but could not help because he was only the repair person his name is [redacted]. After talking to him he said I need to call company in the morning someone should be there around 7:15 or 7:30. Next morning I called around 7:20 and spoke to someone by the name [redacted]. She was very unpleasant to talk to before even talking and asking her tech about the matter she wanted to dismissed me. After I told her that there wasn't any snow tea going to my backyard pass the fence, she put me on hold for about five minutes then came back with the same attitude stating that her guy said I saw him put oil and that I even gave him tips. True I gave him tip but I did not saw him put oil in tank, I only saw him rolling up the hose. The bottom line is that we paid the company Dart fuel a certain amount for fuel and they pretended to deliver and had the audacity to take my money. This is really unfair. My husband had to put 60.00 worth of diesel because there wasn't any other company that will deliver. Please help.Desired Settlement: I'm simply asking for a refund because I can't trust they will put fuel in my tank.

Business

Response:

On January **, 2014, our driver, [redacted], arrived at the home of the above customer. Our driver states that the homeowner watched him make the delivery and invited him inside while she got the payment for him. She also gave him a $5.00 tip at that time.

He described the house, the fill and even the bungee cord holding the gate closed.

We have a metered paid ticket for this delivery.

Review: In October of 2015 I filled my 275 gallon oil tank with Dart fuel company as I have for many years. We had a very mild winter and I only utilize my oil for heat. My home is 1075sq ft I never starting using the oil except for the last week in Nov 2015. Then again for a couple of weeks towards the end of December 2015 then the entire month of Jan 2016. Around 1/** or 1/** I had put in a request for an oil delivery I had a little more than 1/2 tank left and wanted to fill my tank because prices were low. I requested 100 gallons and stated I may not use the whole 100 gallons. When I came home that night I didn't have a oil ticket in the mailbox so I figured they would deliver it the following business day . When I came home the following day still no ticket so I looked at the gague thinking maybe they forgot to leave it but my oil gague never moved. I called the company and asked them to look into it. I was told it was delivered but I told them my gague never moved and never got a delivery ticket. I was told maybe the gauge broke due to it being the first real cold weather we had all winter and the ticket blew away because it was delivered. They offered to send someone out to check the gague and dip the tank. I explained that my tank is encased and the only way to access it is to take the roof off. They still came on 1/** to validate exactly what I said and I did have that ticket in my mailbox. I called again and spoke with Barbara she said I needed to check gague. I opted to have a third party come and look his suggestion was the cheaper way for me to check the gague was to have someone else deliver the 100gal of oil before I rip down the structure and have to rebuild it. So that is what I did. On Jan ** 2016 I called all island fuel and had 100 gallons delivered and as I suspected only could fit 97 gallons and the gague read full!! When I called to tell them I spoke with a woman named Trish. She investigated everything stating I only had a 1/4 of a tank as per someone documented that that, This was untrue I had a half tank and stated that repeatedly. I barely used oil this year and just wanted to fill my tank while prices were low. To make a long story short I never recieved the delivery. They were calculating my oil consumption based on the two horribly cold winters that I used more oil than I have in my 13 years of residency in this home. A normal winter I use 100 gallons between December and Jan. I keep my house cool and lower the heat to 64 when not home which is 50 plus hours a week. I explained over and over do they think it's a coincidence that not only does my gague read exactly lwhat it did prior to my initial call and the ticket wasn't there. I have been a customer for years and never not once did I have this problem. The owner stated via Trish according to our calculations this is right . Horrible business practice might I add if I ever were to make an issue and try to cheat the company as they are claiming it certainly wouldn't be with the lowest oil price I ever recieved.Desired Settlement: I would like my money refunded ASAP. And an apology for their poor customer service.

Business

Response:

On January **, 2016, [redacted] contacted us to say that she didn't believe she received her delivery of 100 gallons the prior day.

She stated that her gauge did not move (indicating additional oil) and she didn't find a delivery receipt.

We checked with our driver who stated that he did deliver 100 gallons of oil and that he left the receipt in her mailbox which was loose and wobbly, possibly causing loss of the receipt. ([redacted] did agree during our conversation that her mailbox was wobbly, but did not agree that the receipt would get lost).

For additional assurance, we had him go to her house to confirm that he had gone to the correct house, which he did confirm from her site.

[redacted] did tell us there was no access to her tank for us to measure the oil, but we wanted to check everything out for ourselves and she was, of course correct, so we were unable to prove that the oil had been delivered. I am attaching a copy of her delivery ticket.

We did some calculations on her usage, which do appear very low this year.

Prior to her January **, delivery, she had a delivery of 190 gallons on October *. She did not contact us for another delivery until January **, when she ordered 100 gallons. This represents a period of 110 days.

The previous year she purchased 100 gallons on 11/**/15, then 150 gallons on 12/**/15 (46 days later). She purchased an additional 100 gallons on 2/**/15, 52 days later. Last year she purchased 350 gallons in a 98 day period, as compared to this year's purchases of only 190 gallons in a 110 day period. That amounts to a drop of approximately 50% in usage, more thatn accounts for the warmer season.

We can't account for what her tank read before our delivery or after,as that information is not part of our delivery process and never has been. We are a COD company and deliver on request only.

I am sorry that [redacted], feels cheated, dispite our long term relationship, but every thing we looked into indicates to us that we did in fact deliver the 100 gallons as requested.

Sincerely,

Barbara M[redacted]

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:

I did not recieve the oil delivery. As I stated I knew I would need less than 100 gallons to fill my tank. The gague never moved. I believe the driver delivered the oil but not to my house. I hardly used oil this year that accounts for the 50% drop in oil usage not to mention last winter was brutally cold and I far exceeded my oil consumption last year so to compare a mild winter to an unusually cold winter doesn't make sense. I have never had a problem with this company until now. They are believing a brand new driver as they stated to me over a long standing customer that never had one issue until now. I did get my oil delivery but from another company.

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

Sincerely,