Imagine Audio Video, LLC

To whom it may concern,
 
           We are very sorry that this matter has reach the level of the Revdex.com.   We do strive to offer our customers with the best customer experience and highest grade products. ...

  
 
           The customer contacted  our office on November 22, 2016 to purchase heating oil in the amount of 100 gallons at $2.06 per gallon totaling $206.00.   To be paid by credit card.  Prior to close of business our office discovered that the client had not called back with the credit card information.  We contacted the customer and the order was changed at this time to 25 gallons at $3.80 per gallon totaling $95.00.   It appears that an  internal mistake was made by our office at this time.  The staff did not change the original order of 100 gallons to the new 25 gallon order.
 
           On November 23, 2016 we delivered the original order of 100 gallons of heating oil totaling $206.00 to the client's home.  A receipt showing 100 gallons of heating oil was delivered with a total paid amount of $206.00  was left for the customer.   (I have enclosed a copy of the receipt for reference.) Upon closing the deliveries out in our system the customer's account came up with a balance due of $111.00.  To correct what we had assumed was our error on charging the wrong amount we processed the customer's card for the balance due.
          
           On November 29, 2016 at approximately 3:00 P.M. the client's boyfriend contacted our office and made us aware of the delivery error.  He informed our staff that they had changed the original order of 100 gallons that totaled $206.00 to a 25 gallon order that totaled $95. 00  
 
           Due to the client's boyfriend's hostile manor and vulgar language, his call was escalated to me.  I immediately apologized to the boyfriend and tried to defuse the situation. I attempted to offered several financial resolutions.  He rejected all of the financial resolutions I proposed.   He stated that he would not need the additional 75 
gallons of heating oil and refused to pay for them.   He demanded that we come remove the heating oil and refund the money for the 75 gallons.  At his instance we agreed to have the heating oil removed from his tank at the agreed upon date and time  of December 3, 2016 at 12:00 p.m.  Once the appointment was confirmed the client's boyfriend ended the conversation.  On December 2, 2016 we tried to contact the customer to confirm the removal of the 75 gallons.  We again reached out to the customer on December 3, 2016.  To date we have not received a response.  To retrieve the 75 gallons of heating oil we need the customer to provide access to the oil tank. 
 
           We are very sorry for the delivery error.  It is not our wish to cause a hardship on our customers.  The customer did not provide us with the ability to recover the 75 gallons of heating oil, thus we cannot refund the money for the 75 gallons of heating oil. 
 
           Please do not hesitate to contact me with any questions you may have. 
 
                                        ...⇄
                                        ...⇄ Sincerely,
 
 
 
                                        ...⇄ _____________________________
                                        ...⇄
                                        ...⇄ Owner
                                        ...⇄ Discount Oil