Dear Ms***, This letter is in response to the complaint registered on January 9th by Mrs*** of *** *** *** *** NJ. Mrs*** placed an order on our website on Monday January 9th at 10:AM. While placing the order our system prompts you that if your tank is
inside your home that someone must be home for the deliveryAs seen below: “Please feel free to continue placing your order but understand that if your tank is inside your home a tank inspection is required before your 1st delivery for Safety purposes, our office will contact you to make convenient arrangementsThank you for your order.” On our website, it states that if the order is placed before 10:AM we will be able to deliver the same day and all other orders will be delivered within hoursThere is absolutely no place on our site that guarantees this or your money backWhile that is our mission there are sometimes extenuating circumstances that do not allow us to be as prompt as we would like toAlso, while placing the order you see a message (see below) that states hours during working conditions All orders are delivered within hours under weather and operational conditions Under Terms and Conditions Weather is defined as follows: weather refers to typical weather conditions expected for that time of the yearUnusual weather conditions that could cause delivery delays can include: - Inability for trucks to enter driveways or parking lots, typically due to snow and ice- Poor road conditions caused by rain, snow, wind, ice, sleet, etc- Weather conditions that slow deliveries such as snow, ice, wind, and temperatures- Below average winter temperatures over several days which may occasionally cause an unusual increase in demand in a short period of time operational conditions refer to the typical availability of supplies and equipment required to respond to a number of deliveriesUnusual operations conditions that could cause a delivery delays can include:” With the foregoing in mind we received the order on the morning of Monday January 9th which happened to be the coldest day since last February. While the customer was new to our company we still made an attempt to try and squeeze them in for the same dayOur driver called Mrs*** twenty minutes before arrival and asked if someone would be home. She stated that she would have to call someone and that she would call back. When she called back she reported that she could not find someone because we called minutes instead of minutes before and that she would not be able to meet us there (if Mrs*** had asked the driver to wait extra minutes we certainly would have). We then told Mrs*** that we would return the next morningShe mentioned that she would have to take a day off of work. At that point we asked her if she would like us to cancel the order so she could call another company that might be better able to work better with her schedule. She agreed to wait until the next morningUnder working conditions our morning deliveries are between am and 12PM. Unfortunately, these were not working conditions. The next morning Mrs*** called our office many times to get the exact time of the drive’s arrival. We told her that it would be impossible to give her an exact time and we would get there as fast as possible. We made an effort to contact the driver several times but unfortunately since the driver was driving and delivering he can’t always pick up the phone. We did our best to get there as early as we could, which included skipping other customers that we had to backtrack later onAfter all of that we arrived at 12:(hours after the order was placed) to make the delivery at which time we inspected her tank and made the fuel delivery. Summary We did our best on the coldest day of the year to get the oil to a new customer the same dayWe tried very hard to accommodate the customer but since no one was able to be there so we had to reschedule for the next day. The next day we were never told that the customer only took a half day until after the driver had already went out on his route. It is always our intention to stay within our window of 8-but sometimes it is not possible due to traffic, weather, etcWe made the delivery and the customer did receive her oilAt no point, did we represent on the phone or on the website, that we could guarantee a certain window of time nor did we say that we will offer her money back if we arrived outside that time frame. The customer took the oil and now is demanding a refund for the oil she received. We understand that it’s hard to make arrangements for things like this and because we were outside of our window we would be willing to give a reasonable discount on a future delivery but we can ill afford to give a full refund for oil the customer had receivedTell us why here
Dear Ms***, This letter is in response to the complaint registered on January 9th by Mrs*** of *** *** *** *** NJ. Mrs*** placed an order on our website on Monday January 9th at 10:AM. While placing the order our system prompts you that if your tank is
inside your home that someone must be home for the deliveryAs seen below: “Please feel free to continue placing your order but understand that if your tank is inside your home a tank inspection is required before your 1st delivery for Safety purposes, our office will contact you to make convenient arrangementsThank you for your order.” On our website, it states that if the order is placed before 10:AM we will be able to deliver the same day and all other orders will be delivered within hoursThere is absolutely no place on our site that guarantees this or your money backWhile that is our mission there are sometimes extenuating circumstances that do not allow us to be as prompt as we would like toAlso, while placing the order you see a message (see below) that states hours during working conditions All orders are delivered within hours under weather and operational conditions Under Terms and Conditions Weather is defined as follows: weather refers to typical weather conditions expected for that time of the yearUnusual weather conditions that could cause delivery delays can include: - Inability for trucks to enter driveways or parking lots, typically due to snow and ice- Poor road conditions caused by rain, snow, wind, ice, sleet, etc- Weather conditions that slow deliveries such as snow, ice, wind, and temperatures- Below average winter temperatures over several days which may occasionally cause an unusual increase in demand in a short period of time operational conditions refer to the typical availability of supplies and equipment required to respond to a number of deliveriesUnusual operations conditions that could cause a delivery delays can include:” With the foregoing in mind we received the order on the morning of Monday January 9th which happened to be the coldest day since last February. While the customer was new to our company we still made an attempt to try and squeeze them in for the same dayOur driver called Mrs*** twenty minutes before arrival and asked if someone would be home. She stated that she would have to call someone and that she would call back. When she called back she reported that she could not find someone because we called minutes instead of minutes before and that she would not be able to meet us there (if Mrs*** had asked the driver to wait extra minutes we certainly would have). We then told Mrs*** that we would return the next morningShe mentioned that she would have to take a day off of work. At that point we asked her if she would like us to cancel the order so she could call another company that might be better able to work better with her schedule. She agreed to wait until the next morningUnder working conditions our morning deliveries are between am and 12PM. Unfortunately, these were not working conditions. The next morning Mrs*** called our office many times to get the exact time of the drive’s arrival. We told her that it would be impossible to give her an exact time and we would get there as fast as possible. We made an effort to contact the driver several times but unfortunately since the driver was driving and delivering he can’t always pick up the phone. We did our best to get there as early as we could, which included skipping other customers that we had to backtrack later onAfter all of that we arrived at 12:(hours after the order was placed) to make the delivery at which time we inspected her tank and made the fuel delivery. Summary We did our best on the coldest day of the year to get the oil to a new customer the same dayWe tried very hard to accommodate the customer but since no one was able to be there so we had to reschedule for the next day. The next day we were never told that the customer only took a half day until after the driver had already went out on his route. It is always our intention to stay within our window of 8-but sometimes it is not possible due to traffic, weather, etcWe made the delivery and the customer did receive her oilAt no point, did we represent on the phone or on the website, that we could guarantee a certain window of time nor did we say that we will offer her money back if we arrived outside that time frame. The customer took the oil and now is demanding a refund for the oil she received. We understand that it’s hard to make arrangements for things like this and because we were outside of our window we would be willing to give a reasonable discount on a future delivery but we can ill afford to give a full refund for oil the customer had receivedTell us why here