In response to the above listed complaint in regards to ** *** *** ***, this is a WILL CALL customer account and the run out was not the fault of the company. As stated the account was assessed a $PSI charge, required as company policy for ALL run outs, to ensure that the empty tanks
were not the result of a faulty system or an unknown leak. We did not bleed the line at this residence because only home heating oil accounts get "bled", and if we opened a line that would be a propane leak and cause further issues. The system in question is an automatic ignition burner and the account is correct in saying that my CSR did not give any advice on the system, because that is why we have a service department and trained professionals to further answer those questions. Our customer service repsdo an excellent job of handling the number of calls, complaints, and personalities during the season and we are always proud of their efforts and ethics, but they are not service trained and will not advise on heating issues.The customer service repwho handled this account did an excellent job, and she is a long standing member of our staff and quite informative, but I assure you there was no promise of any free services especially during the storm period this occurred during. Also, our company delivery drivers do just that and deliver to our accounts to keep the truck pumping to satisfy fuel needs, they do not work on or do anything outside their expected tasks due to liability and insurance. Any issue that is not the fault of company that needs assistance, is handed over to our service department, and is handled in a proper and timely manner based on urgency and the nature of the issues.All matters that are in need of service that are not due to delivery negligence or fault of company are billable and we are make all efforts to inform customers of this. If there was any misunderstanding, we have bi-weekly meetings internally and will again enforce the policy tople to make sure all charges are understood and made clear to the account before allowing the order to be processed fully.I do apologize for the unfortunate experience and do hope that in the future Mr*** entertains the idea of all our services offered especially automatic delivery. We also offer fuel contracts and budget payment program to allow him a no worry winter on all levels. I feel this matter was handled in an acceptable manner, and I'm sorry to hear the Mr*** had an unfortunate circumstance, I do hope again that he considers one of our programs in the future. We value all our customers and their business with us, and rest assured that this will made further clear at the next company meeting
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]. Please add your rejection comments below. While led I did have my bill adjusted for labor that was already included, I'm still not "satisfied " as they say. I paid for services above and beyond what I was told were included in a cleaning. The fact still remains that their technicians are not very honest people. I have reviewed my invoice with two other companies and they both agree that I was over charged for services above what a cleaning should include. The fact that there was no communication about these services is what the problem is. Regards,
[redacted]
After speaking with the Head of the Service Dept. the situation has been resolved and the misunderstanding has been cleared up. The complaint was addresses immediately and our customer service reps. have now been informed to make sure we emphasize that the cost of "parts" for a cleaning...
will always vary, based on factors specific to each accounts household. We do not ever include the parts cost with the flat rate, because we do understand that every house and system is unique. The customer was satisfied with the adjustments made to the service bill and has been informed thoroughly of how we bill out for our efforts and promotions.
UPON SPEAKING TO THE CUSTOMER PERSONALLY, I APOLOGIZED AND DISCUSSED THE SITUATION AND HOW WE HAD GONE ABOUT SEEING THAT IT WOULDN'T HAPPEN AGAIN. AFTER READING THE INITIAL COMPLAINT, WE REACHED OUT TO OUR AREA OFFICES AND RE-EDUCATED THEM ON OUR PRIVACY AND DISCLOSURE POLICIES AND...
PRACTICES. THE CUSTOMER WAS REASSURED THAT WE WOULD DO OUR BEST TO SEE THIS DOESN'T HAPPEN AGAIN, AND WE WILL CONTINUE TO MAKE SURE WE DON'T DISCLOSE ANYMORE THAN WHAT WE SHOULD!
In response to the above listed complaint in regards to ** *** *** ***, this is a WILL CALL customer account and the run out was not the fault of the company. As stated the account was assessed a $PSI charge, required as company policy for ALL run outs, to ensure that the empty tanks
were not the result of a faulty system or an unknown leak. We did not bleed the line at this residence because only home heating oil accounts get "bled", and if we opened a line that would be a propane leak and cause further issues. The system in question is an automatic ignition burner and the account is correct in saying that my CSR did not give any advice on the system, because that is why we have a service department and trained professionals to further answer those questions. Our customer service repsdo an excellent job of handling the number of calls, complaints, and personalities during the season and we are always proud of their efforts and ethics, but they are not service trained and will not advise on heating issues.The customer service repwho handled this account did an excellent job, and she is a long standing member of our staff and quite informative, but I assure you there was no promise of any free services especially during the storm period this occurred during. Also, our company delivery drivers do just that and deliver to our accounts to keep the truck pumping to satisfy fuel needs, they do not work on or do anything outside their expected tasks due to liability and insurance. Any issue that is not the fault of company that needs assistance, is handed over to our service department, and is handled in a proper and timely manner based on urgency and the nature of the issues.All matters that are in need of service that are not due to delivery negligence or fault of company are billable and we are make all efforts to inform customers of this. If there was any misunderstanding, we have bi-weekly meetings internally and will again enforce the policy tople to make sure all charges are understood and made clear to the account before allowing the order to be processed fully.I do apologize for the unfortunate experience and do hope that in the future Mr*** entertains the idea of all our services offered especially automatic delivery. We also offer fuel contracts and budget payment program to allow him a no worry winter on all levels. I feel this matter was handled in an acceptable manner, and I'm sorry to hear the Mr*** had an unfortunate circumstance, I do hope again that he considers one of our programs in the future. We value all our customers and their business with us, and rest assured that this will made further clear at the next company meeting
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]. Please add your rejection comments below. While led I did have my bill adjusted for labor that was already included, I'm still not "satisfied " as they say. I paid for services above and beyond what I was told were included in a cleaning. The fact still remains that their technicians are not very honest people. I have reviewed my invoice with two other companies and they both agree that I was over charged for services above what a cleaning should include. The fact that there was no communication about these services is what the problem is. Regards,
[redacted]
After speaking with the Head of the Service Dept. the situation has been resolved and the misunderstanding has been cleared up. The complaint was addresses immediately and our customer service reps. have now been informed to make sure we emphasize that the cost of "parts" for a cleaning...
will always vary, based on factors specific to each accounts household. We do not ever include the parts cost with the flat rate, because we do understand that every house and system is unique. The customer was satisfied with the adjustments made to the service bill and has been informed thoroughly of how we bill out for our efforts and promotions.
UPON SPEAKING TO THE CUSTOMER PERSONALLY, I APOLOGIZED AND DISCUSSED THE SITUATION AND HOW WE HAD GONE ABOUT SEEING THAT IT WOULDN'T HAPPEN AGAIN. AFTER READING THE INITIAL COMPLAINT, WE REACHED OUT TO OUR AREA OFFICES AND RE-EDUCATED THEM ON OUR PRIVACY AND DISCLOSURE POLICIES AND...
PRACTICES. THE CUSTOMER WAS REASSURED THAT WE WOULD DO OUR BEST TO SEE THIS DOESN'T HAPPEN AGAIN, AND WE WILL CONTINUE TO MAKE SURE WE DON'T DISCLOSE ANYMORE THAN WHAT WE SHOULD!