Firehouse Discount Fuels

I will refund [redacted] the $emergency / Same day feeI am doing this on good faith because Mr [redacted] is a long time customerFirehouse Discount Fuels is NOT responsible for the customer running out of fuel, Mr [redacted] is a "will call" customer

I am willing to refund the $ [redacted] is requesting under one condition, that he removes the slanderous reviews he put on the internet about my companyIf he agrees to do so I will refund the $to his account Respectfully, [redacted]

RevDex.com:Date Sent: 2/18/2015 9:42:24 PM Complaint: [redacted] I am rejecting this response because:Dear Firehouse,I wrote 3 reviews following my experience with Firehouse Discount Oil. One was with the BBB directly and other two were with [redacted] . I have removed the two reviews from [redacted] and promise to do the same on the BBB site. This is in good faith that I will be receiving a check or refund to my credit card of $75 within a reasonable time frame (a few weeks I would think). Is this acceptable? Sincerely, [redacted] ***

In response to this complaint from *** *** *** we first and foremost would like to disagree with his version of the storyFirst of all *** *** is not even a customer of Firehouse Discount Fuels*** *** is a customer of a website that redirects orders from shoppers to various oil
companies through out the stateThis website deals with only the delivery of home heating oil and absolutely no service work of any kind*** *** called our office directly on the morning of January 17, due to the fact that he ALLOWED HIMSELF TO RUN OUT OF OIL in the middle of JanuaryWhen he called our office that morning he was told that due to the fact that no drivers were on the road that there would be a$emergency charge which every customer who calls our office is told under theses circumstancesAfter hours and weekend calls are available to everyone and these charges are part of our company's proceduresThat fee is to cover the cost of doing business when it involves overtime hours for our employeesThis fee is not based on priming the burner as ** *** claims** *** also only ordered gallons not the that he states in his complaintTherefore he was delivered the gallons of heating oilHis claim of being charged cents more per gallon is also not a truth as I am looking at the copy of his delivery ticket as I type this responseThe price per gallon he was quoted over the phone was the price he was chargedOnce again knowing that ** *** ALLOWED HIMSELF TO RUN OUT OF OIL we responded to his needs to the best of our ability in his time of needWhen you allow yourself to run out of oil you run the risk of needing a service technician to come out and replace your filters which once again ** *** was notified of by the driver who delivered his oilTherefore yes there is to be another charge in the form of emergency fees to have a service technician come to your home to fix the problem he left himselfAgain these are charges that everyone faces with our company when they allow themselves to run out of heat in the middle of January** *** was offered the services of the service technician to help him out with the filter changes but declined due to the feesThis is where the story should have concluded but instead there is moreHe states that he was able to obtain parts from *** *** for $and a you tube videoOur response to that statement is this** *** did not call *** *** to assist him with his problem of ALLOWING HIMSELF TO RUN OUT OF OIL he called our officeWhen you call our office these are our procedures and fees associated with them due to the fact that our business and our workers are fully licensed and insured and stand by their work and receive compensation based on the licenses and experience that they have earned*** *** does notAs for ** *** wanting these fees waived that will not be the case as we responded to his needs when he calledI guess this will just have to be one of those cases for our company where " no good deed goes unpunished "Everyone who calls this office in these circumstances face the same charges no matter what

Complaint: ***I am rejecting this response because:Dear Firehouse,I wrote reviews following my experience with Firehouse Discount OilOne was with the Revdex.com directly and other two were with ***I have removed the two reviews from *** and promise to do the same on the Revdex.com siteThis is in good faith that I will be receiving a check or refund to my credit card of $within a reasonable time frame (a few weeks I would think)Is this acceptable?
Sincerely,*** ***

Firehouse Discount Fuels would like to apologize to our long time customer *** *** for any inconvenience this may have caused him and are willing to resolve this issue by taking the following stepsFirst and foremost,
Mr***'s oil has been delivered to his houseNext, Mr***'s credit card has already been removed and disposed of correctly from our recordsOur company would also like to ensure that Mr*** will not be charged double for his oil againTo ensure this effectively occurs we would like to allow Mr*** to pay with a credit card that he will be responsible for calling in after the delivery has been made or Mr*** can have the option of sending a check after being billedFirehouse Discount Fuels will also extend a phone call out to Mr*** to address his payment options going forward.
Again, Firehouse Discount Fuels extends our apologies for any inconvenience and if there is anything else that can be done to satisfy Mr*** we would be more than happy to accommodate him.
If any more questions, comments, or concerns arise please do not hesitate to give the office a call.
Thank you for your time,
Firehouse Discount Fuels
Firehouse Discount Fuels

I am willing to refund the $*** *** is requesting under one condition, that he removes the slanderous reviews he put on the internet about my companyIf he agrees to do so I will refund the $to his account.
Respectfully,
*** *** %

I am responding to *** *** complaint about being low on oilHe is an Automatic customer and the computer figures out based on degree days when he is due for an oil deliveryHe was scheduled for a delivery on 1/8/His wife called stating that they were low and requested an oil delivery we
told her that we would be there on 1/ /We were responding to HUNDREDS of call from our customers and we were doing our very best to handle everyone's concerns/problemsAll the oil companies in our area were overwhelmed by the record cold temperatures as well as the Blizzard*** was a priority for us but they had heat and there were numerous customers without heat that required IMMEDIATE attention so there house would not freeze or even worse themselves! We made the delivery to there house less than hours after her call on 1/6/They had there delivery on 1/7/at 08:in the morning and they took gallons of oil leaving them about gallons of oil in the tank or approximately days of oilMr *** is allegations of not getting an oil delivery on 1/7/are false. I apologize for not returning his calls as for I was on the road making deliveries all dayThis is the first time I looked at my Emails in over days. Respectfully,Bob L*** Tell us why here

Revdex.com:Date Sent: 2/18/2015 9:42:24 PM Complaint: [redacted]I am rejecting this response because:Dear Firehouse,I wrote 3 reviews following my experience with Firehouse Discount Oil. One was with the Revdex.com directly and other two were with [redacted]. I have removed the two reviews from [redacted] and promise to do the same on the Revdex.com site. This is in good faith that I will be receiving a check or refund to my credit card of $75 within a reasonable time frame (a few weeks I would think). Is this acceptable?
Sincerely,[redacted]

Complaint: [redacted]
I would like to thank [redacted], owner of Firehouse Discount Oil for his reply. I have never spoken to [redacted] personally and he only has second hand knowledge of this complaint as he was not directly involved. His claim that I was given the correct order is false. [redacted] company did not make the correct delivery. He can check transaction ID # [redacted] from CashHeatingOil.com (of which his company is an agent of) to confirm our order of 200 gallons at $2.32 gallons. However, this is not relevant to the resolution of this complaint. The complaint is the dispute over the "emergency charge" of $125 which is detailed below. 
I spoke to one of [redacted] employee's over the phone at approximately 7:45am on Saturday, January 17th 2015. I do not know the persons name but he claimed to be a manager of some kind. I explained to him that I had run out of oil unexpectedly. He told me that I would be charged an "emergency fee" of $125. I then asked him directly "does this charge include starting the furnace" and his employee said "Yes. It does include starting the furnace"! At that point I agreed have them come. If I thought it was just an oil delivery, I would have declined their services and made a few trips to the gas station for diesel fuel for FREE (diesel fuel is essentially the same as home heating oil and can be substituted). I would NEVER PAY this extra charge just to deliver oil when I could put fuel in myself for free. Based on what [redacted] employee told me, I was under the impression that my $125 "emergency fee" included taking reasonable steps required to start a furnace that had run out of fuel. His employee delivered 100 gallons but did not start the furnace as he said he would. He tried to purge the line but then said that I needed a filter replaced. I was told I would need to call a service man to change it. [redacted] employee left without starting the furnace and I ended up starting the furnace myself. It was very simple to do and only required putting in a $5 filter which took me about 5 mins. You would think that my $125 fee included a $5 filter and 5 mins of his time. 
It is my strong opinion that his employee was at fault by telling me the $125 "emergency fee" included starting the furnace. It was only reason I agreed to pay it. I called the company to try and resolve this dispute the same day. I spoke with a receptionist who put me on hold and then came back on and said that she was sorry and there was nothing they could do about the $125. The company then went ahead and charged me the additional fee without my authorization! I never even signed for this charge. They ran the entire amount of $364.90 on my credit card by using my financial information they had on file. Is that even legal? I have a formal dispute filed with my bank and [redacted] and Firehouse Discount Oil will be hearing more in the coming days regarding the unauthorized charges. 
This complain will be resolved if [redacted] agree's to waive (or significantly reduce) the $125 emergency fee. 
Sincerely,
Timothy Kean

I am willing to refund the $75 [redacted] is requesting under one condition, that he removes the slanderous reviews he put on the internet about my company. If he agrees to do so I will refund the $75 to his account. 
Respectfully,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I will refund [redacted] the $50 emergency / Same day fee. I am doing this on good faith because Mr. [redacted] is a long time customer. Firehouse Discount Fuels is NOT responsible for the customer running out of fuel, Mr. [redacted] is a "will call" customer.

Review: We ran out of fuel and needed an emergency delivery the morning of Saturday, January 17th, 2015. I set up a delivery with Firehouse Discount Fuels online. When I spoke with them, they said they would have to add $125 to the bill because it was an emergency delivery. I asked if this extra fee included starting the furnace and they said "yes", it did. I was happy to just be getting my furnace going on one of the coldest days of the year. That's where the happiness ends. They delivered 100 gallons even though I ordered 200 (but they charged me for 100). They charged me 5 cents more than the price I was quoted online. Then the service man said he couldn't start the furnace because he "wasn't licensed" to change a filter but another service man could come look at it. That service man wanted to charge me $169 MORE for a separate emergency fee PLUS another $125 to change the filter! The driver left having given me the wrong number of gallons, at the wrong price and didn't start the furnace as promised. They did manage to add the full $125 to the bill even though they did not start the furnace. At this point our house was so cold that I was concerned about pipes freezing, not to mention our 2 year old daughter. I was left with few good options so I called a few friends with knowledge of fuel systems and watched a few "how to" YouTube videos. I changed the filter in a few mins which cost $5 at [redacted] and I started the system back up with no trouble. This was a bad experience as we got terrible service from this company.Desired Settlement: I would like our bill to be adjusted to reflect the failure to provide services promised. The total bill was for $364.90. $239.90 of this was for fuel and $125 was added for the emergency fee. Since they did not start the furnace as promised as part of the emergency fee, I would like the emergency fee of $125 waived.

Business

Response:

In response to this complaint from [redacted] we first and foremost would like to disagree with his version of the story. First of all [redacted] is not even a customer of Firehouse Discount Fuels. [redacted] is a customer of a website that redirects orders from shoppers to various oil companies through out the state. This website deals with only the delivery of home heating oil and absolutely no service work of any kind. [redacted] called our office directly on the morning of January 17, 2015 due to the fact that he ALLOWED HIMSELF TO RUN OUT OF OIL in the middle of January. When he called our office that morning he was told that due to the fact that no drivers were on the road that there would be a$125.00 emergency charge which every customer who calls our office is told under theses circumstances. After hours and weekend calls are available to everyone and these charges are part of our company's procedures. That fee is to cover the cost of doing business when it involves overtime hours for our employees. This fee is not based on priming the burner as [redacted] claims. [redacted] also only ordered 100 gallons not the 200 that he states in his complaint. Therefore he was delivered the 100 gallons of heating oil. His claim of being charged 5 cents more per gallon is also not a truth as I am looking at the copy of his delivery ticket as I type this response. The price per gallon he was quoted over the phone was the price he was charged. Once again knowing that [redacted] ALLOWED HIMSELF TO RUN OUT OF OIL we responded to his needs to the best of our ability in his time of need. When you allow yourself to run out of oil you run the risk of needing a service technician to come out and replace your filters which once again [redacted] was notified of by the driver who delivered his oil. Therefore yes there is to be another charge in the form of emergency fees to have a service technician come to your home to fix the problem he left himself. Again these are charges that everyone faces with our company when they allow themselves to run out of heat in the middle of January. [redacted] was offered the services of the service technician to help him out with the filter changes but declined due to the fees. This is where the story should have concluded but instead there is more. He states that he was able to obtain parts from [redacted] for $5.00 and a you tube video. Our response to that statement is this. [redacted] did not call [redacted] to assist him with his problem of ALLOWING HIMSELF TO RUN OUT OF OIL he called our office. When you call our office these are our procedures and fees associated with them due to the fact that our business and our workers are fully licensed and insured and stand by their work and receive compensation based on the licenses and experience that they have earned. [redacted] does not. As for [redacted] wanting these fees waived that will not be the case as we responded to his needs when he called. I guess this will just have to be one of those cases for our company where " no good deed goes unpunished ". Everyone who calls this office in these circumstances face the same charges no matter what.

Consumer

Response:

Review: [redacted]

Review: Firehouse Discount Oil has double charged me, delivered to the wrong address and has charged my credit card days and weeks before scheduled delivery w hen I explicitly asked that they do not charge my credit card ( which they keep on file ) until the day of delivery. When I called their sales department to complain about an incident they take my number but never call back. I placed an order for 150 gallons of oil on 5/15/14 to be delivered on 5/23/14 and specifically said not to charge my card until oil is delivered. However they ignored that request and the money ($532.35)was taken out on 5/16/14. I called the sales department and they never returned my call. My concern at this time is that they will charge my account again like on previous occasions ( double charged )after the oil is delivered. Please help me with this matter.Desired Settlement: deliver the oil I have already paid for first thing 5/23/14. remove my credit card information from their system and do not charge me double for oil.

Business

Response:

Firehouse Discount Fuels would like to apologize to our long time customer [redacted] for any inconvenience this may have caused him and are willing to resolve this issue by taking the following steps. First and foremost, Mr. [redacted]'s oil has been delivered to his house. Next, Mr. [redacted]'s credit card has already been removed and disposed of correctly from our records. Our company would also like to ensure that Mr. [redacted] will not be charged double for his oil again. To ensure this effectively occurs we would like to allow Mr. [redacted] to pay with a credit card that he will be responsible for calling in after the delivery has been made or Mr. [redacted] can have the option of sending a check after being billed. Firehouse Discount Fuels will also extend a phone call out to Mr. [redacted] to address his payment options going forward.

Again, Firehouse Discount Fuels extends our apologies for any inconvenience and if there is anything else that can be done to satisfy Mr. [redacted] we would be more than happy to accommodate him.

If any more questions, comments, or concerns arise please do not hesitate to give the office a call.

Thank you for your time,

Firehouse Discount Fuels

Firehouse Discount Fuels