Northside Animal Hospital

December 29, 2016Dear [redacted] ***,Please accept this as a formal response to the above referenced complaint regarding our company and [redacted] of [redacted] ; Frackville, PA[redacted] 's explanation of the mistake is relatively accurateShe did in fact order gallons of heating oilLikewise, our delivery driver did in fact ACCIDENTLY deliver gallons of heating oil, or gallons more than [redacted] had ordered[redacted] spoke with Sue R [redacted] of our company on 12/9/16, the day after the delivery and MsR [redacted] apologized for the mistake and explained that this was in fact an accident that rarely happens, but does happen from time to time in our industry [redacted] made it clear to MsR [redacted] that she was unhappy, but she agreed to pay the differenceIt's important to point out that gallons of heating oil represents about a week's worth of heat or less and while it is most definitely our mistake, [redacted] will absolutely need that oil and a lot more to heat her home for the rest of this heating seasonMsR [redacted] was not, nor should she have been, surprised that [redacted] agreed to pay the difference as it is extremely obvious that she will in fact need that oil plus a lot more.As a point of interest, the price of heating oil has risen cents a gallon since [redacted] 's delivery on 12/8/gallons multiplied by $is $While we agree and admitted we made a mistake, it turns out that [redacted] will actually benefit from this mistakeWe expect payment to be made in full as she explained she would do for the balance of the oil owedShould anything be unclear or incorrect, please don't hesitate to reach out to me.Warm Regards,Jamie BVice President

December 29, 2016Dear [redacted],Please accept this as a formal response to the above referenced complaint regarding our company and [redacted] of [redacted]; Frackville, PA.[redacted]'s explanation of the mistake is relatively accurate. She did in fact order 125 gallons of heating...

oil. Likewise, our delivery driver did in fact ACCIDENTLY deliver 160.5 gallons of heating oil, or 35.5 gallons more than [redacted] had ordered.[redacted] spoke with Sue R[redacted] of our company on 12/9/16, the day after the delivery and Ms. R[redacted] apologized for the mistake and explained that this was in fact an accident that rarely happens, but does happen from time to time in our industry. [redacted] made it clear to Ms. R[redacted] that she was unhappy, but she agreed to pay the difference. It's important to point out that 35.5 gallons of heating oil represents about a week's worth of heat or less and while it is most definitely our mistake, [redacted] will absolutely need that oil and a lot more to heat her home for the rest of this heating season. Ms. R[redacted] was not, nor should she have been, surprised that [redacted] agreed to pay the difference as it is extremely obvious that she will in fact need that oil plus a lot more.As a point of interest, the price of heating oil has risen 22 cents a gallon since [redacted]'s delivery on 12/8/16. 35 gallons multiplied by $22 is $7.70. While we agree and admitted we made a mistake, it turns out that [redacted] will actually benefit from this mistake. We expect payment to be made in full as she explained she would do for the balance of the oil owed. Should anything be unclear or incorrect, please don't hesitate to reach out to me.Warm Regards,Jamie B. Vice President