Day & Nite Heating Oil

Review: I am a Disabled Veteran and own my home in [redacted] ([redacted])I have tried to do business with this company over the last 2 years.My first Time they told me that they needed my Credit Card # and they locked in the price for 275 gals even though I was getting 150. they said that once the truck gets back with the ticket printed out for the amount that they would then resubmit they right price and a credit would be giving.it took a week and a half to get the funds back to my card I also notice that there was a 6 cent difference in the price from what I was told on the phone to what they charged me.. The owner said that his office Mgr. was out and that he was sorry and on my next order he would make it up to me. Well I ordered my oil and used there web site. and made and era in my directions to my house. I kept calling to ask for help on changing the info and after 3 messages and as many days I got a hold of someone Named [redacted] and she said that we had to make the delivery first and then we can change any info and she would relay to the driver the right directions, she was very rude and I commented that it was impossible to reach them and that I let the phone ring for close to 5 mins before she answered it. the end result is instead of doing the delivery as discussed she canceled my order and told me to re order. I told her that the order for the fuel hit my card already and until they refund the money I couldn't afford to put it on my card, she said it will be no longer than 72 hours. I am close running out and the first order took almost 5 days that I would be out by than. during all of this she had hung up on me 3 times. I was able to get my card company to release the funds so that I could get the fuel from another company on the same day at a lower price. The company seems to be a fly by night company I asked for the owners name and address and she refused to give it to me or anyone else I had calledDesired Settlement: I would like them held accountable I want out there to warn others of there telling one price and then charging more I would like the difference of 6 cents for 150 Gals. from last year and I don't know what can be done for charging my card for the over amount for several days

Business

Response:

March 7,2013Dear **. [redacted],We have thoroughly reviewed **. [redacted]’s complaint statement, which contains two specific issues to be addressed. After reviewing **. [redacted]’s account, we would like to clarify the issues. First: **. [redacted] states that he has been trying to do business with us for the past two years and that the first time he ordered, the credit card was overcharged for 275 gallons, it took a week and a half to get a refund, and there was a discrepancy of $0.06 per gallon. **. [redacted] registered with Day and Nite Heating Oil in January 2013 and this past January would mark his one year anniversary. Also, the order was placed as a fill tank order and because the tank size is 275 gallons, a payment was processed for 275 gallons. The delivery was made on January 4, 2013 and a credit for the gallons that were not delivered was issued on January 8, 2013. Clearly, that is not a week and a half, instead it was four calendar days; more specifically, two business days. As far as the price per gallon, the price at the time was $3,539, and for 151.9 gallons delivered, a payment of $537.57 was processed, there is no discrepancy.Second: **. [redacted]’s February 2014 order was indeed placed online. We apologize for not being able to take **. [redacted]’s call the first time, as we were busy in the office. [redacted] spoke to **. [redacted] and he indicated he needed to make a change in the order. Because a pending order cannot be changed she advised **. [redacted] that she would relay the message to the driver. **. [redacted] refused and said that the website is not ‘user friendly’ and that [redacted] is not up to par with proper company operations and hung up. Because **. [redacted] hung up, [redacted] canceled the order and called **. [redacted] back to tell him that he can now login again, as the order is no longer pending, make the edit and place the order - this was the only option to make the website more ‘user friendly’. **. [redacted] was more concerned about making the change in the order online and because pending orders cannot be changed online, canceling the order was the only option. After the order was canceled, **. [redacted] realized it was not favorable.Our company values customer service and we apologize for any inconvenience this may have caused **. [redacted], however, [redacted] only did what **. [redacted] asked of her. Our office staff has proper protocol to follow to ensure our standard of customer service. If there are any further questions, feel free to contact [redacted] at ###-###-####.Sincerely,Day and Nite Heating Oil

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Number one when I called for the first order the price quoted by the man who said he was the owner was 3.29.9 I expressed at that time that my tank was half full and in the past it only took 150 gallons. the company said it was policy to charge the full tank price of 275 gallons. When the delivery was made and only 150 gallons was put in my tank I called the office again talking to the man who said he was the owner I express my disagreement on the price and was informed that he did not have anyone in the office that knew how to credit the card to the actual 150 gals. and that his wife would be in the office in a day or so. well almost a week later the billing finally was corrected to the 150 gallons but the price was at the higher price. Again the man that said he was the owner personally promised to make it up on the next order. Well the next order came and I realized that I made an error on the directions The very rude [redacted] said she would give the right directions to the driver and that once the delivery was sent only then could I make changes to the directions she thinks at that time I was already waiting 4 days for this order. The next thing I new my order was canceled and when I went reorder not only did it put me in another 4 days until delivery and she forgot to tell you that the price increased almost 10 cents. by the way I also pointed out that the message on the phone (which has been corrected ) stated that ordering on line would cost more. Before they set up the web site you talked to a person in the office now it is computers. I excuse they gave on the price difference is that when you call the price is one thing but when you get it delivered 2 days or more later you pay that current charge. I don't think that they are a honest company and that they take advantage of senior citizen and Dis Abled veterans like myself that live on a very tight budget FYI I can show my credit card statement that shows that it was longer than she is stating. Another thing there is no way to contact the company directly ( the actual Owners not the people running the office

Regards,

Review: In December 2012 my husband and I had Day & Night Heating Oil Co deliver oil to our home. We requested 205 gallons. On the day of delivery the truck driver only put 150 gallons in our tank. Our invoiced reflected this so we called and inquired why we were given the full amount requested. We were informed that the driver said the "whistler" on his truck went off, which typically means a tank is full. We explained that our guage on the inside tank wasn't reading full and requested that they attemp to provide the remaining amount. The following day we were told, but have no real proof, that the driver attemped delivery again and the "whistler" again went off. They insisted that our tank was full and insinuated that our guage on the inside tank was broken. This morning at 3am our house was freezing cold and when I attemped to shower for work we had no hot water. We did not believe that we went through 150 gallons of oil in just about 2 months. My husband stayed home from work and had to call a serivce tech out to check our furnace. The tech informed us that our tank was EMPTY and our guage was not broken. Since that service call we have contacted Day & Night Heating Oil Co several times to discuss our concern that our tank was never even filled with oil on the Dec 27th delivery. During an early phone conversation their reprepsenative told my husband that the whistler on a truck can go off if the driver puts the oil in too fast, thus causing an error, which we now believe was the case. Additionally, during no normal business hours was a manger available to speak to us and they also told us they would not be able to deliver oil now until tomorrow sometime. Expecting us to freeze all night with no hot water available. This negates the advertisement on their website which insinuates that oil can be delivered DAY or NIGHT! I am disgusted by their lack of customer service as well as their poor advertising and do not trust a word that their representatives or web site say!! This is completely unacceptable!Desired Settlement: Day & Night Heating Oil Co should not only cover the cost of our service tech to come out and tell us that our tank was empty when we were told just 2 months ealier by them that our tank was full but they should also reimburse the cost of the 150 gallons, $515.85, that they claimed they filled our tank with on Dec 27th that was clearly not provided to us. The truck driver was incompitent and unable to fulfill the job requirements properly thus causing a servere monetary hardship for my family!

Review: On 12-30-2013 I ordered 200 gal. of fuel oil from their website. To process the order it went to another site called Order oil .com.I was first told they would deliver on 12-31-13 or 1-1-14. They never came. I called their listed number on 1-2-14 the guy that answered said he would have to check into it and took my phone number and would call me back. No one ever called. I tried calling again on 1-3-14 and got no answer. I then called my credit card company and $699.80 was charged on the day I placed the order. While I was on the phone with the credit card company the representative called the company and spoke to someone who told her they would deliver the oil on 1-3-14 or 1-4-14. No one ever came! When I tried to call them again on 1-4-14 I got a recorded message telling me to leave my name and number and someone would return my call. Then it says transferring to operator and the same message keeps repeating, so you can't leave your name and number.Desired Settlement: I want my money put back on my credit card for the oil I never received.