Polar Energy, Inc.

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[redacted]Hi [redacted]Here is the response that was in the letter attachment.Dear [redacted]I am writing this letter in response to the complaint filed on 4/18/16 ID #11399330....

The purpose of the letter is to politely ask if this case can be re-opened due to the fact that we did not receive either of the two letters mailed out on 4/18 and 5/3 according to your records.Below is the response that would have been given had we received the initial complaint letter on the April 18th.Polar Energy had tried to deliver oil to the customer on the 7th of April and the payment method was not completed, so it was rescheduled at the request of the customer on the next available delivery date, which was the 12th of April.  The delivery driver could not find the check for payment so the delivery was not made.The client called again Saturday to reschedule the delivery and I took the call. I told the client we would schedule the delivery for the following Monday, the earliest date we could deliver.  We take responsibility for this missed call and apologize for any inconvenience this caused the client.Our delivery drivers are not trained for service calls and would not be instructed to re-start the furnace.There must have been miscommunication on this between myself and the client.We always strive to give the best customer service possible and would gladly pay for the service call and apologize to the client for the bad experience they endured. Please contact me if you have any questions.Respectfully [redacted]