J & D Oil Co

Good Morning I am writing in response to the above complaint against J&D Oil CompanyWe are sorry for any miscommunication on our part regarding our delivery fee policy of $on any deliveries of gallons or lessMr [redacted] was not informed of this policy because it never applied to customers on automatic delivery He chose to call in and get topped off because he was going on vacation and unfortunately, we were not able to determine the amount of gallons he would take before the delivery was made After the delivery was made, and he called in "infuriated", as he claimed in his letter to the Revdex.com, our office staff did inform him that the $delivery fee would be waived due to his customer history He did not mention this in this letter The fee was removed from our system and Mr [redacted] has no balance with J&D Oil Upon further looking at his account, we also waived a finance charge back in January due to the fact that he had received a delivery while on vacation for weeks and was not home to pay the bill promptly We at J&D Oil do appreciate our customers, and we strive to continue to provide them with the best customer service possible Thank you [redacted]

Good Morning.   I am writing in response to the above complaint against J&D Oil Company. We are sorry for any miscommunication on our part regarding our delivery fee policy of $45 on any deliveries of 50 gallons or less. Mr. [redacted] was...

not informed of this policy because it never applied to customers on automatic delivery.  He chose to call in and get topped off because he was going on vacation and unfortunately, we were not able to determine the amount of gallons he would take before the delivery was made.  After the delivery was made, and he called in "infuriated", as he claimed in his letter to the Revdex.com, our office staff did inform him that the $45.00 delivery fee would be waived due to his customer history.  He did not mention this in this letter.  The fee was removed from our system and Mr. [redacted] has no balance with J&D Oil.   Upon further looking at his account, we also waived a finance charge back in January 2012 due to the fact that he had received a delivery while on vacation for 5 weeks and was not home to pay the bill promptly.   We at J&D Oil do appreciate our customers, and we strive to continue to provide them with the best customer service possible.   Thank you. [redacted]
[redacted]

Review: On or about Nov. 10, 2014 I called J & D Oil to have my furnace cleaned and to request an oil delivery although I was on their automatic delivery system. They set up the furnace cleaning for Nov. 17, 2014 and informed me that I was not due for a delivery until the 1st or 2nd week of Dec. I explained that we would be leaving on Nov. 24th and would be of town for the next few months, and would like a delivery prior to leaving so I could pay for it quickly, so she set up a delivery also for the 17th of Nov. On Nov. 17th as soon as the delivery was receiver my wife put a check in the mail for the amount on the delivery statement.

On Nov. 18th we received an invoice for the oil with a separate delivery charge of $45.00. I called and was informed that there was a delivery charge on deliveries of 50 gal which I was only slightly over 50.1 gal.

Infuriated because I was not forewarned that there might be a delivery charge, I said I was not going to pay it, I would file a complaint with the Revdex.com and hung up.

I have been a loyal customer for at least 15 years and have been on their automatic delivery system this entire time, from my usage history they should have been able to tell me that I might not take the required amount of fuel oil to avoid a separate delivery charge and warn me.

It is not as if this was a special out of the way trip as I live in a condominium and they deliver to the condominiums frequently and in fact a few minutes after I received my delivery I went to the kitchen to get a cup of coffee and noticed their truck making a delivery just up the street.

My dad ran his own business for over fifty years and I helped him for several, is this any way to treat a loyal customer? If we did something similar since he was not in the same type of business we would have lost this customer and probably half that customers neighbors.Desired Settlement: Elimination of the $45.00 delivery charge, or this customer will find a new oil company.

Business

Response:

Good Morning. I am writing in response to the above complaint against J&D Oil Company. We are sorry for any miscommunication on our part regarding our delivery fee policy of $45 on any deliveries of 50 gallons or less. Mr. [redacted] was not informed of this policy because it never applied to customers on automatic delivery. He chose to call in and get topped off because he was going on vacation and unfortunately, we were not able to determine the amount of gallons he would take before the delivery was made. After the delivery was made, and he called in "infuriated", as he claimed in his letter to the Revdex.com, our office staff did inform him that the $45.00 delivery fee would be waived due to his customer history. He did not mention this in this letter. The fee was removed from our system and Mr. [redacted] has no balance with J&D Oil. Upon further looking at his account, we also waived a finance charge back in January 2012 due to the fact that he had received a delivery while on vacation for 5 weeks and was not home to pay the bill promptly. We at J&D Oil do appreciate our customers, and we strive to continue to provide them with the best customer service possible. Thank you. [redacted]