La Puma Fuels

This email is in response to the complaint from Mr [redacted] Complaint # [redacted] .Lapuma Fuel is a 2nd generation family owned and operated Home Heating oil company with employees servicing the South Shore and Dedham area since We are a will call COD business, meaning customers call when they need a delivery and leave payment on delivery date.I have attached all the computer transactions from Mr [redacted] 's first delivery.An order was placed by Mr [redacted] on 12/21/at 9:09am for gallons @ $per gallonWe scheduled a tank inspection for 12/22/to confirm tank is safe for a deliveryWe delivered the gallons on 12/24/and picked up a payment of $under the matThe driver entered the payment in the trucks computersPayment was processed for oil delivered and Mr [redacted] currently has a credit of $100.15I believe the miscommunication may have occurred when my CSR and Mr [redacted] we trying to figure out how much fuel he should order to fill his tankWe created a delivery of gallons and Mr [redacted] was expecting a full tankOnce the delivery is created in our computer system it is then sent to a tablet in the delivery truckThe driver goes to each house on his route, picks up the payment listed for the delivery, enters the payment into the computer and then delivers the fuelThe computer shuts the delivery off automatically at the preset amount of gallons listed on the delivery ticketUnfortunately, one problem with computer automation is that if an error is made during the order taking process, it can go unnoticed until everything is posted on the account.Mr [redacted] never called or emailed our office to alert us that there was a problem with his deliveryI was alerted of the issue via a Google review on 1/5/in which he wrote the following...."Stole $from meAlso did not fill my tank up even though I ordered a full tank from what I had leftI contacted the business they refuse to answer, I have not contacted Revdex.com, AG, and DC will be nextWill not be using this company again."I called Mr [redacted] 1/5/at 1:34pm and left my personal cell phone number to speak to him about the miscommunicationI called Mr [redacted] again on 1/6/at 10:45am and left my personal cell hone number againI called Mr [redacted] on 1/10/1:20pm and told him I'd respond via Revdex.com complaint.Mr [redacted] has made no attempt to call me or my office to discuss his issuesThere is no record of him trying to leave a message on our answering machine after hoursI hope he will consider amending his review and complaint as again, this is error was caused by a miscommunication issueI fully support the right to review a business and state your opinionHowever, I would appreciate the opportunity to discuss the issue at hand before getting accused publicly of stealing and not operating a legitimate businessEveryone makes mistakes, we are not perfectWe will always own up to our mistakes and do what needs to be done to correct them When issues arise and assumptions are made without all the facts and discrediting situations arise and they are a business owners worst nightmare.Please contact me directly if there are any questions, I am happy to discuss this issues and hopefully clear our nameBecause Mr [redacted] is not calling me back, I am mailing his over payment back to him via Certified Mail.Sincerely [redacted] OwnerLapuma Fuel [redacted] [redacted] [redacted]

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] This Email is in response to the Revdex.com Complain Number # [redacted] against Lapuma Feul (Registered Agent [redacted] )1) There is no denial on that fact the Mr [redacted] placed an order for fuel via Lapuma Fuel Website at www.Lapumafuel.com 2) There is no denial on the fact that Mr [redacted] accepted the scheduling of a tank inspection on 12/22/3) There is no denial on the fact that Mr [redacted] received a delivery on 12/24/however, it appears the delivery did not meet the needs of the orderMr [redacted] can accept that there may have been a miscommunication of the amount of fuelMr [redacted] contacted Lapuma Fuel via email ( [redacted] ) on 12/24/at 12:08PM with the subject line “ [redacted] INV; [redacted] ” (quotes added), notifying Lapuma Fuel that there was an error of the amount of money that was leftMr [redacted] again contacted Lapuma Fuel via email on January 1, at 9:58PM, forwarding the same email, and also once again on January 4, at 10:05PM, again forwarding the same email in a reasonable and good faith effort to obtain an answer in regards to the extra $retrieved by delivery personnelAs there was a complete disregard and lack of response from Lapuma Fuel Mr [redacted] Contacted the Revdex.com as Lapuma Fuel was perceived to be acting unfair and deceptive(all emails attached) There is not denial that Mr [redacted] received calls from an individual stating he was from Lapuma Fuel, however Mr [redacted] was on duty and did not answer his phoneMr [redacted] also expresses that he wished to have a record of the issue and as a result did not use phone as a communicationFurthermore Mr [redacted] is not convinced looking up and using his phone number outside of service falls in line with the Privacy Policy outlined on Lapuma Fuels Website Mr [redacted] has agreed to amend his review(s) so long Lapuma Fuel meets the following: 1) Admits to the fact that Mr [redacted] attempted to reach out to them on three separate occasions as indicated on there “contact us” link on www.lapumafuel.com 2) Makes an official apology for leaving Mr [redacted] unanswered and worried about his moneyAlthough Mr [redacted] recognizes that public statements about a business can be discrediting, he also only makes such factual public statements after attempting to reaching out and giving the business the chance to correct the situation, and in this case Lapuma Fuel ignored Mr [redacted] s Attempts to rectify the situationMr [redacted] would like nothing more then to resolve this situation but feels he has only been answered due to fact that Mr [redacted] rightfully gave Lapuma Fuel a bad review Regards, [redacted]

This email is in response to the complaint from Mr. [redacted] Complaint #[redacted].Lapuma Fuel is a 2nd generation family owned and operated Home Heating oil company with 10 employees servicing the South Shore and Dedham area since 1986. We are a will call COD business, meaning customers call when they...

need a delivery and leave payment on delivery date.I have attached all the computer transactions from Mr [redacted]'s first delivery.An order was placed by Mr [redacted] on 12/21/16 at 9:09am for 150 gallons @ $1.999 per gallonWe scheduled a tank inspection for 12/22/16 to confirm tank is safe for a deliveryWe delivered the 150 gallons on 12/24/16 and picked up a payment of $400 under the matThe driver entered the payment in the trucks computersPayment was processed for oil delivered and Mr [redacted] currently has a credit of $100.15I believe the miscommunication may have occurred when my CSR and Mr [redacted] we trying to figure out how much fuel he should order to fill his tank. We created a delivery of 150 gallons and Mr [redacted] was expecting a full tank. Once the delivery is created in our computer system it is then sent to a tablet in the delivery truck. The driver goes to each house on his route, picks up the payment listed for the delivery, enters the payment into the computer and then delivers the fuel. The computer shuts the delivery off automatically at the preset amount of gallons listed on the delivery ticket. Unfortunately, one problem with computer automation is that if an error is made during the order taking process, it can go unnoticed until everything is posted on the account.Mr [redacted] never called or emailed our office to alert us that there was a problem with his delivery. I was alerted of the issue via a Google review on 1/5/17 in which he wrote the following...."Stole $100 from me. Also did not fill my tank up even though I ordered a full tank from what I had left. I contacted the business they refuse to answer, I have not contacted Revdex.com, AG, and DC will be next. Will not be using this company again."I called Mr [redacted] 1/5/17 at 1:34pm and left my personal cell phone number to speak to him about the miscommunication. I called Mr [redacted] again on 1/6/17 at 10:45am and left my personal cell hone number again. I called Mr [redacted] on 1/10/17 1:20pm and told him I'd respond via Revdex.com complaint.Mr [redacted] has made no attempt to call me or my office to discuss his issues. There is no record of him trying to leave a message on our answering machine after hours. I hope he will consider amending his review and complaint as again, this is error was caused by a miscommunication issue. I fully support the right to review a business and state your opinion. However, I would appreciate the opportunity to discuss the issue at hand before getting accused publicly of stealing and not operating a legitimate business. Everyone makes mistakes, we are not perfect. We will always own up to our mistakes and do what needs to be done to correct them . When issues arise and assumptions are made without all the facts and discrediting situations arise and they are a business owners worst nightmare.Please contact me directly if there are any questions, I am happy to discuss this issues and hopefully clear our name. Because Mr. [redacted] is not calling me back, I am mailing his over payment back to him via Certified Mail.Sincerely[redacted]OwnerLapuma Fuel [redacted] [redacted] [redacted]
[redacted]

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].  This Email is in response to the Revdex.com Complain Number #[redacted] against Lapuma Feul (Registered Agent [redacted]). 1) There is no denial on that fact the Mr. [redacted] placed an order for fuel via Lapuma Fuel Website at www.Lapumafuel.com 2) There is no denial on the fact that Mr. [redacted] accepted the scheduling of a tank inspection on 12/22/16. 3) There is no denial on the fact that Mr. [redacted] received a delivery on 12/24/2016 however, it appears the delivery did not meet the needs of the order. Mr. [redacted] can accept that there may have been a miscommunication of the amount of fuel. Mr. [redacted] contacted Lapuma Fuel via email ([redacted]) on 12/24/2016 at 12:08PM with the subject line “[redacted] INV; [redacted]” (quotes added), notifying Lapuma Fuel that there was an error of the amount of money that was left. Mr. [redacted] again contacted Lapuma Fuel via email on January 1, 2017 at 9:58PM, forwarding the same email, and also once again on January 4, 2017 at 10:05PM, again forwarding the same email in a reasonable and good faith effort to obtain an answer in regards to the extra $100.00 retrieved by delivery personnel. As there was a complete disregard and lack of response from Lapuma Fuel Mr. [redacted] Contacted the Revdex.com as Lapuma Fuel was perceived to be acting unfair and deceptive. (all emails attached) There is not denial that Mr. [redacted] received 3 calls from an individual stating he was from Lapuma Fuel, however Mr. [redacted] was on duty and did not answer his phone. Mr. [redacted] also expresses that he wished to have a record of the issue and as a result did not use phone as a communication. Furthermore Mr. [redacted] is not convinced looking up and using his phone number outside of service falls in line with the Privacy Policy outlined on Lapuma Fuels Website.  Mr. [redacted] has agreed to amend his review(s) so long Lapuma Fuel meets the following: 1)      Admits to the fact that Mr. [redacted] attempted to reach out to them on three separate occasions as indicated on there “contact us” link on www.lapumafuel.com 2)      Makes an official apology for leaving Mr. [redacted] unanswered and worried about his money. Although Mr. [redacted] recognizes that public statements about a business can be discrediting, he also only makes such factual public statements after attempting to reaching out and giving the business the chance to correct the situation, and in this case Lapuma Fuel ignored Mr. [redacted]s Attempts to rectify the situation. Mr. [redacted] would like nothing more then to resolve this situation but feels he has only been answered due to fact that Mr. [redacted] rightfully gave Lapuma Fuel a bad review.  
Regards,
[redacted]