Madd Matter Frame Shop

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] The response of the business simply is not trueAlthough I did call to cancel my service, they convinced me to stayOn October 18, I spoke with [redacted] (Sales Manager) and told him I will stayHe said that he would send me descriptions of the service plans that go along with my accountHe emailed the next day 10/(see attached) and I emailed him back with my response on 10/As you can see, he says that he will “add it to your account”If I weren’t a customer, why would he add it to my accountFurthermore, the plan I chose includes emergency serviceWhen my heat wasn’t working because they never delivered oil, I called them on 12/and NOBODY answeredIt is true that someone finally answered on 12/and came to start the furnace as well as drop off gallons of oil but the furnace stopped working soon afterWhen I spoke with [redacted] (service manager) that day, he told me I’m not a customerI told him about my communication with Mr [redacted] and he asked me to send him the email which I didHe then called me back and said the email doesn’t mean anything and that I should “get my oil somewhere elseyou aren’t a customer”I was stranded with no oil and no heat during the coldest stretch of weather we have had in years Regards, [redacted]

Kerivan-Lane does everything we can to keep our customers happy with service and pricingThis customer called on 10/17/to cancel his account and switch to another fuel oil providerWe offered to match the offer but the customer wanted the weekend to think about itWe called him back Monday and
Tuesday to follow upTwo voicemail messages were left for himOn 10/21/the customer called us back and stated his decision to switch providers and there was nothing we could do to change his mindHis account was closed on 10/21/He then called our emergency service line on 1/1/stating he had no heat and ran out of fuelEven though he was not a customer anymore our technician went to his house, dropped gallons of fuel oil, and started the burnerOur Service Manager then called him to let him know he was no longer an active account per his request on 10/21/Kerivan-Lane went above and beyond even though he was no longer our customerAny damage that happened to his house was not our company's fault

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].  
The response of the business simply is not true. Although I did call to cancel my service, they convinced me to stay. On October 18, I spoke with [redacted] (Sales Manager) and told him I will stay. He said that he would send me descriptions of the service plans that go along with my account. He emailed the next day 10/19 (see attached) and I emailed him back with my response on 10/24. As you can see, he says that he will “add it to your account”. If I weren’t a customer, why would he add it to my account. Furthermore, the plan I chose includes 24 emergency service. When my heat wasn’t working because they never delivered oil, I called them on 12/30 and NOBODY answered. It is true that someone finally answered on 12/31 and came to start the furnace as well as drop off 10 gallons of oil but the furnace stopped working soon after. When I spoke with [redacted] (service manager) that day, he told me I’m not a customer. I told him about my communication with Mr. [redacted] and he asked me to send him the email which I did. He then called me back and said the email doesn’t mean anything and that I should “get my oil somewhere else. you aren’t a customer”. I was stranded with no oil and no heat during the coldest stretch of weather we have had in 100 years.
Regards,
[redacted]