Dear Ms***, This is to inform you that the issue reported by Ms*** on 2/11/has been resolved to the customer's satisfaction. She had indeed produced a copy of our service contract brochure which actually had a misprint stating that *** *** *** covered the ***
on a furnace At no time have we ever covered the *** under any of our Service Contracts. I do believe that at one time we did however cover the *** Liner. Apparently that year when the brochures were printed, the mistake was made in printing, and not brought to our attention. To resolve this issue *** *** *** covered the *** and refunded Ms*** the payment in full. In a conversation with one of our representatives, ** ***, Ms*** expressed that she was happy the matter was resolved, and she continues to be an automatic delivery customer today. I apologize that you did not have this information sooner, but the issue had been resolved within days of complaint being made. If you have any questions, please call *** *** Sincerely, *** *** ***State Line Oil
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
A refund check #[redacted] in the amount of $[redacted] was sent to the customer at their [redacted] address and cleared our bank account on September 9th, 2015. The refund was in process as the customer had requested their account be canceled as of their closing date of August 12th. ...
Unfortunately we had some staff vacations that may have delayed the refund process, however we do consider it having been sent timely. We apologize for the delay, however we did not ignore their request. The cancellation of the account was addressed timely and as the customer had requested, and the refund was processed within three weeks of cancellation. Unfortunately our billing clerk who handles refunds and is responsible for cutting the refund check was on vacation resulting in approximately a week delay from our refund process. If you have any further questions, please call. Sincerely, Mary Anne G[redacted]State Line Oil[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]
[redacted]'s request for warranty work was received after the warranty period expired. [redacted]'s request to perform warranty work after the warranty period was not granted because she didn't want to pay for the work. The customer took over a year to pay her bill so we were...
hesitant to perform additional work we doubted we would ever be paid for. John D[redacted] State Line Oil
We've been a customer of State Line since 1988. 1988 - They're company was hired when our lake house was first built. They did the entire installation of plumbing and HVAC (AC & Heating).1988 -2013 - State Line was hired for occasional plumbing, furnace and oil delivery. 2014 - State Line was hired by our contractor, [redacted], to install all new plumbing, AC and HVAC through the home after the pipes froze.The repairs were completed and we were able to move back in July 2014. State Line installed the exterior faucet and the only known way to shut off the faucet is by shutting off a valve that provides water to an interior sink, i.e. we can't use the sink in the winter since we have to shut the water off to prevent the pipes freezing.. August 2014 - I contacted Allen, the plumbing mgr who was our main contact throughout the re-build phase and told him about the leak from the new exterior faucet. Said for the time being put a hose on the faucet to control wasting water in the yard. He sent a plumber out to look at it who told me they would have to order parts to repair it or would have to open up the walls. I called Alan and he said he would order the parts and install next summer when they came in. Summer 2015 - I made numerous calls to Alan throughout the summer - most of the time I could only leave messages. July 8, 2015 - Contacted State Line to come out to the house for a sewage backup problem. They came out repaired the sewage ejector and left. I spoke with them about the labor time and asked them to credit for the hours they charged labeling the water pipes in the utility room (which I noted should have been done in July 2014 after they completed the new construction.) They said they'd check into it and credit the invoice for that labor time. June 2016 - I spoke with Allan in June. He told me that he had ordered the parts and they came in but now he can't find them in the office. Said he would call me when he found them. June 27, 2016 - Called to find out what the status was now, and a woman got on the phone to inform me that State Line would not be able to come out and do any repairs until the bill was paid. I was not sure what she was referring to until she said it was for the sewage bill. I contacted my sister (who is also an owner of the house and handles the bills.) She had not received anything in the mail but I forwarded her the invoice to pay. "When you made me aware they had an existing unpaid invoice, it was because they were sending it to the property address which isn't our mailing address, due to the fact it is a seasonal home and we had never received it. I would have never known, if not for the issue of the leaking faucet. I had to make several calls to Maryann to even get the Model # of the pump, because I couldn't figure out why the bill was so high. Once I received the Model#[redacted], I researched the pump and discovered they marked up the pump over 100%. I have attached the price for the model from Pump Products which was $327.09 (notice the date at the bottom 7/25/16) and State Line Oil was charging us $695.90 for the ejector pump. I even explained to her the plumbing supply house I use quoted me $420.00 and I knew they would get a better price than I would. Unethical in my opinion. Some markup is to be expected, but not that much. I had to make numerous calls to her in trying to resolve the matter. It took several months, with me being the one to always initiate the call. I am attaching the original invoice ($1380.60) they sent, the credit memo of $216.00 for the labeling of pipes and my notation of settling the bill for $1000.00 with Maryann on 9/20/16. They were then supposed to come out to address the leaking faucet, which they never did." - [redacted]July-August 2016 - I continued calling and leaving messages for Allan.November 2016 - Emailed both Alan and Maryann (owner) trying to finally resolve the issue. Email attached in initial filing.State Line has been paid for all services over a 30 year period - work totaling over $100,000 during the life of this property. Lack of communication and now stating it's out of warranty is avoidance of their responsibility to stand behind their work. It should have been repaired within a reasonable time when I notified Alan.Sabra Karanian104 Berkshire AvenueSouthwick, MA 01077
Dear Ms***, This is to inform you that the issue reported by Ms*** on 2/11/has been resolved to the customer's satisfaction. She had indeed produced a copy of our service contract brochure which actually had a misprint stating that *** *** *** covered the ***
on a furnace At no time have we ever covered the *** under any of our Service Contracts. I do believe that at one time we did however cover the *** Liner. Apparently that year when the brochures were printed, the mistake was made in printing, and not brought to our attention. To resolve this issue *** *** *** covered the *** and refunded Ms*** the payment in full. In a conversation with one of our representatives, ** ***, Ms*** expressed that she was happy the matter was resolved, and she continues to be an automatic delivery customer today. I apologize that you did not have this information sooner, but the issue had been resolved within days of complaint being made. If you have any questions, please call *** *** Sincerely, *** *** ***State Line Oil
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
A refund check #[redacted] in the amount of $[redacted] was sent to the customer at their [redacted] address and cleared our bank account on September 9th, 2015. The refund was in process as the customer had requested their account be canceled as of their closing date of August 12th. ...
Unfortunately we had some staff vacations that may have delayed the refund process, however we do consider it having been sent timely. We apologize for the delay, however we did not ignore their request. The cancellation of the account was addressed timely and as the customer had requested, and the refund was processed within three weeks of cancellation. Unfortunately our billing clerk who handles refunds and is responsible for cutting the refund check was on vacation resulting in approximately a week delay from our refund process. If you have any further questions, please call. Sincerely, Mary Anne G[redacted]State Line Oil[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]
[redacted]'s request for warranty work was received after the warranty period expired. [redacted]'s request to perform warranty work after the warranty period was not granted because she didn't want to pay for the work. The customer took over a year to pay her bill so we were...
hesitant to perform additional work we doubted we would ever be paid for. John D[redacted] State Line Oil
We've been a customer of State Line since 1988. 1988 - They're company was hired when our lake house was first built. They did the entire installation of plumbing and HVAC (AC & Heating).1988 -2013 - State Line was hired for occasional plumbing, furnace and oil delivery. 2014 - State Line was hired by our contractor, [redacted], to install all new plumbing, AC and HVAC through the home after the pipes froze.The repairs were completed and we were able to move back in July 2014. State Line installed the exterior faucet and the only known way to shut off the faucet is by shutting off a valve that provides water to an interior sink, i.e. we can't use the sink in the winter since we have to shut the water off to prevent the pipes freezing.. August 2014 - I contacted Allen, the plumbing mgr who was our main contact throughout the re-build phase and told him about the leak from the new exterior faucet. Said for the time being put a hose on the faucet to control wasting water in the yard. He sent a plumber out to look at it who told me they would have to order parts to repair it or would have to open up the walls. I called Alan and he said he would order the parts and install next summer when they came in. Summer 2015 - I made numerous calls to Alan throughout the summer - most of the time I could only leave messages. July 8, 2015 - Contacted State Line to come out to the house for a sewage backup problem. They came out repaired the sewage ejector and left. I spoke with them about the labor time and asked them to credit for the hours they charged labeling the water pipes in the utility room (which I noted should have been done in July 2014 after they completed the new construction.) They said they'd check into it and credit the invoice for that labor time. June 2016 - I spoke with Allan in June. He told me that he had ordered the parts and they came in but now he can't find them in the office. Said he would call me when he found them. June 27, 2016 - Called to find out what the status was now, and a woman got on the phone to inform me that State Line would not be able to come out and do any repairs until the bill was paid. I was not sure what she was referring to until she said it was for the sewage bill. I contacted my sister (who is also an owner of the house and handles the bills.) She had not received anything in the mail but I forwarded her the invoice to pay. "When you made me aware they had an existing unpaid invoice, it was because they were sending it to the property address which isn't our mailing address, due to the fact it is a seasonal home and we had never received it. I would have never known, if not for the issue of the leaking faucet. I had to make several calls to Maryann to even get the Model # of the pump, because I couldn't figure out why the bill was so high. Once I received the Model#[redacted], I researched the pump and discovered they marked up the pump over 100%. I have attached the price for the model from Pump Products which was $327.09 (notice the date at the bottom 7/25/16) and State Line Oil was charging us $695.90 for the ejector pump. I even explained to her the plumbing supply house I use quoted me $420.00 and I knew they would get a better price than I would. Unethical in my opinion. Some markup is to be expected, but not that much. I had to make numerous calls to her in trying to resolve the matter. It took several months, with me being the one to always initiate the call. I am attaching the original invoice ($1380.60) they sent, the credit memo of $216.00 for the labeling of pipes and my notation of settling the bill for $1000.00 with Maryann on 9/20/16. They were then supposed to come out to address the leaking faucet, which they never did." - [redacted]July-August 2016 - I continued calling and leaving messages for Allan.November 2016 - Emailed both Alan and Maryann (owner) trying to finally resolve the issue. Email attached in initial filing.State Line has been paid for all services over a 30 year period - work totaling over $100,000 during the life of this property. Lack of communication and now stating it's out of warranty is avoidance of their responsibility to stand behind their work. It should have been repaired within a reasonable time when I notified Alan.Sabra Karanian104 Berkshire AvenueSouthwick, MA 01077