Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I do not know if my tank was filled, and would like your input on the situationMy gauge never moved on my tank, so to me it looks like it was not filled with the gallonsI would like your input on the situationThe answer they gave me is the same answer written in this complaint, that doesn't resolve the issueThank you
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Renee ***
We received your letter dated June 26, 2017 regarding a customer complaint. See copy of letter attached. We serviced the residence in question prior to the customer acquiring the property. The previous customer’s account was flagged for Keep Full. That means the customer...
doesn’t have to order product and it is our responsibility to keep the tank full so they don’t run out. On March 2, 2017 the customer called in notifying us that she had acquired the property and wished to get fuel. A New Customer Information sheet was completed noting she wished to be on Will Call- which means the customer calls to order product. She also placed an order for 150 gallons and noted that the tank was low. On March 3 our driver delivered 150 gallons to the residence and the customer has paid for that delivery. See New Customer Information sheet, Telephone Order and Delivery Ticket for the March 3delivery attached. Also on March 2, 2017 we updated our system showing the change in account names from the previous owner to the current owner. However, at that time we failed to change the terms from Keep Full to Will Call. That was our fault. That error allowed the system to generate a delivery order for the residence to be made on 3-28-17. See notes from the customer’s account attached. The same driver then delivered 99 gallons to the customer’s residence on March 28. Please see meter ticket for delivery attached. We confirmed with the driver that the delivery was made and to the correct residence. The driver has serviced that residence for several years and made the delivery on March 3 as well. It was not unusual that the March 28delivery only took 99 gallons since the 275 gallon tank was low on March 3 and only 150 gallons was delivered at that time. We feel we have adequate documentation proving a delivery was made. We agree that the delivery shouldn’t have been made. To rectify the situation, we offered the customer two options. The first was to pay for the product with extended terms since it was our fault and the second was that we would pump out the 99 gallons at no charge for the product or the pump out. We do not feel it is fair for the customer to simply keep the product free of charge, especially since she wasn’t damaged by the error and in fact to date she has benefited from the error by getting to use the product free of charge. We have been in business for over 75 years. We take pride in servicing our customers promptly, accurately and fairly. In trying to do that, sometimes mistakes are made. When that happens, we always try to provide a fair resolution. If a customer is damaged, we will make them whole. All we ask is that the resolution be fair and reasonable. We believe that we have been fair and reasonable in this case as well If you have additional questions, please feel free to contact me directly. Thank you and have a great day.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I do not know if my tank was filled, and would like your input on the situationMy gauge never moved on my tank, so to me it looks like it was not filled with the gallonsI would like your input on the situationThe answer they gave me is the same answer written in this complaint, that doesn't resolve the issueThank you
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Renee ***
We received your letter dated June 26, 2017 regarding a customer complaint. See copy of letter attached. We serviced the residence in question prior to the customer acquiring the property. The previous customer’s account was flagged for Keep Full. That means the customer...
doesn’t have to order product and it is our responsibility to keep the tank full so they don’t run out. On March 2, 2017 the customer called in notifying us that she had acquired the property and wished to get fuel. A New Customer Information sheet was completed noting she wished to be on Will Call- which means the customer calls to order product. She also placed an order for 150 gallons and noted that the tank was low. On March 3 our driver delivered 150 gallons to the residence and the customer has paid for that delivery. See New Customer Information sheet, Telephone Order and Delivery Ticket for the March 3delivery attached. Also on March 2, 2017 we updated our system showing the change in account names from the previous owner to the current owner. However, at that time we failed to change the terms from Keep Full to Will Call. That was our fault. That error allowed the system to generate a delivery order for the residence to be made on 3-28-17. See notes from the customer’s account attached. The same driver then delivered 99 gallons to the customer’s residence on March 28. Please see meter ticket for delivery attached. We confirmed with the driver that the delivery was made and to the correct residence. The driver has serviced that residence for several years and made the delivery on March 3 as well. It was not unusual that the March 28delivery only took 99 gallons since the 275 gallon tank was low on March 3 and only 150 gallons was delivered at that time. We feel we have adequate documentation proving a delivery was made. We agree that the delivery shouldn’t have been made. To rectify the situation, we offered the customer two options. The first was to pay for the product with extended terms since it was our fault and the second was that we would pump out the 99 gallons at no charge for the product or the pump out. We do not feel it is fair for the customer to simply keep the product free of charge, especially since she wasn’t damaged by the error and in fact to date she has benefited from the error by getting to use the product free of charge. We have been in business for over 75 years. We take pride in servicing our customers promptly, accurately and fairly. In trying to do that, sometimes mistakes are made. When that happens, we always try to provide a fair resolution. If a customer is damaged, we will make them whole. All we ask is that the resolution be fair and reasonable. We believe that we have been fair and reasonable in this case as well If you have additional questions, please feel free to contact me directly. Thank you and have a great day.